Action - Apple Execs

Taking our complaints to the top
On Vincenzo Acinapura’s powerbook17lines.blogspot.com blog, Craig said...
 * I wrote an email to sjobs@apple.com regarding this issue and got a call back from one of his lackeys:
 * Ken Bell
 * Executive Offices of Apple
 * M-F 8am to 5pm Pacific
 * 916 399 7169
 * ''A phone conversation with Ken resulted in the following:


 * 1) He knows nothing of a recall.
 * 2) Apple provides a $350 out of warranty repair on any defect (display or otherwise), with a 5-7 business day turnaround time.
 * 3) He would not comment on Dell's response to their display problem saying that it would be foolish for him to do so.
 * 4) He was insistent on offering a parallel to malfunctioning hard drives and how often that happens. Hard drives? WTF, this is the whole friggin' display!
 * Whether he really is from Steve Jobs' office or just some tech support guy, I don't know.
 * Maybe if hundreds of people call him and his voice mail gets full and he ends up logging all of these complaints, then it might lead somewhere.
 * 01 May 2007 15:37:00 PDT

Or alternatively, the relevant AppleDefects page suggests this link:
 * Get Applecare Executive Customer Service
 * Here's how to obtain the highest levels of Apple Executive Customer Service. These people are empowered to perform magic, like replacing your machine or free out-of-warranty repairs.
 * Use but do not abuse this knowledge, please.


 * 1) Call Apple Corporate: 408-996-1010
 * 2) Ask the operator for Gene (like denim) Teluse, VP of Customer Care. She is Apple's highest ranking customer service agent, and she reports directly to Steve Jobs.
 * 3) Leave a nice message, include any Apple Case/Repair numbers you might have, or your machine's serial number, and a callback number.
 * 4) Wait ~24 business hours for one of Ms. Teluse's minions to call.
 * 5) Calmly explain your story, and what you want Apple to do.
 * Tipster Thirdgen adds that in general, Apple will not replace a machine unless it has been unsuccessfully fixed 3 or more times for the same issue, or several major repairs (i.e. a logic board, a screen, a top case as separate repairs).
 * These guys (and gals) are CR super-ninjas, so threats, yelling, cursing, and generally rude behavior has no effect on them.
 * source – dated 27 Oct 06