24 December, 2000 Dear Steve Jobs, I bought a "WallStreet" PowerBook G3 Series laptop in October 1998. I never had a laptop before, but it was my third Apple computer since 1986. I prefer MacOS over Windows or UNIX for most tasks. This summer, one and a half years into ownership, my PowerBook's AC power port became loose. Thus, my PowerBook ran off its battery unless I had a solid object pressing firmly up against the AC cable, or used my hand. A second problem which seemed to begin around the same time is that the hinges became really loose between display and body. While my display does not flop forward and back wildly, if it is a significant degree away from vertical, it does fall down. These two problems take away some of my PowerBook portability. Not only were these problems inconvenient, they were somewhat embarrassing. But the main point is that I do not believe they are my fault. I decided to live with the quirks for fear of long wait times on Apple Support, and not having a computer to use during summer and fall semesters. Then, early this month, I found that weak hinges are widespread and in light of this, I called Apple Support. They quoted me a $310 flat repair cost for my hinges and AC port - and this seemed unfair so I complained. I called Apple Customer Relations after SOS Apple refused to repair my hinges and AC port for free. ACR agreed to fix my hinges but not the port. Later, people began emailing me to say that ACR reps subsequently told them that mine and other free repairs were only offered so engineering could determine if a real defect was at hand - and stating that they should not have been offered in the first place! So, Apple is now rejecting repairs of defective PowrBook G3 hinges. This is unfair to those who bought new Apple PowerBooks. My PowerBook problems cannot be a result of "wear and tear" alone. It must be bad design, craftsmanship, or materials. Whichever it is, I did not pay $2500 for my beloved G3 PowerBook in order to pay to fix its defects, later. Other owners naturally feel the same way. On December 5th, I set up a small webpage for my PowerBook. Since the 6th, over 100 other WallStreet PowerBook owners have written me, confirming my suspicion that some people have received free fixes, while "the rest of us" have not -- to the tune of $310, $400, $451 and even $900. What is this? Why are we, your faithful customers, punished for Apple design errors? I and other PowerBook G3 Series owners are really mad at your company for not supporting us. We do not trust Apple anymore, cannot recommend Apple products to others, and have even switched to PC products, based on our experiences. No company is perfect. But great companies take care of their customers to the hilt. We don't appreciate broken-down PowerBooks after less than 2 years' use! Listen, I am a loyal Apple customer, I've recommended your systems to my college friends for the past several years. New Apple products should last three years minimum, in my humble opinion. I would like to demand the following on behalf of all PowerBook G3 owners: 1. Apple should repair the defective components (hinges, ports) on our fairly new PowerBook G3s with stronger ones, for free; 2. Apple should reiumburse those who have paid for these same repairs; 3. Apple representatives at all levels should use a unified policy set, verified through Vantive CMS or another mechanism, except in excruciating circumstances; 4. Apple should make a public announcement regarding points 1 and 2. If there is not a comprehensive good faith effort by Apple Computer to repair all affected PowerBooks, we will be forced to pursue other, more time-consuming strategies to achieve a just result. Please do something! I know it's wicked of me to spring this on you Christmas Eve and after recent news, but I don't want to delay contacting you forever. I am sorry about this, and sincerely hope the future is better for Apple and all of its customers. I feel obligated to help in molding an agreeable solution for all PowerBook G3 owners, not just myself. Sincerely, Kenneth Ott, CK83448CE6A, CA - free partial repair kenott@uclink.berkeley.edu; (510) 791-1896 Co-signatories to the above demands with WallStreet PowerBooks and hinge/AC [...about 100 names, PBG3 SNs, locations snipped...] This is a partial list because my PowerBook is being partially repaired in Texas - or it will be once parts come in on January 4th. Therefore, I don't have all of my old emails and am using my home-built dual Celeron PC in the meantime; I sent in my PowerBook a week ago. --end--