Hi guys,

Just wondering if anyone could offer some help in raising a RMA for my mighty mouse. Not sure if it's just me, but the apple support process seems a little broke to me.

Some background:

Mighty mouse trackball is faulty, have attempted to fix according to online instructions many times. (Turn upside down, do figure of eights, etc.) Each time, it works for a bit then doesn't scroll up or down anymore. Was purchased with mac and is within 12 month warranty period. Requesting a RMA because visiting a service center is not convenient.

Anyway, I called up their support line yesterday and the agent insists that I need to pay $49 to open a support case, to RMA a piece of hardware worth $69! I have visited the support website looking for alternative methods of raising and RMA or an email contact, but the only course of action looks like this $49 "tech support" line.


I didn't realise Apple's so called hardware "warranty" is so deceptive . Even though this piece of hardware clearly has issues (i.e. lots of people in the forums have the same problems), Apple will not issue a RMA before forcing the customer to spend more money.


Am I following the right process here? Would appreciate any help or advice others could give.

Thanks!
Julian

Yep. Fuck the mightymouse. Fucking appauling piece of hardware. My mightymouse is held together with red electrical tape as I had to break the glue to fix it properly.

When you call through who are you talking with department wise, and what are you telling them you want to do?

I'd suggest if you bought this machine via Apple Online Store, then call them (as if you want to buy something else), then explain the situation and see if they can transfer you to someone to assist. Mention to them you have been asked to pay $$ to open up a ticket for this RMA.

Of course this request for funds to RMA the product is entirely wrong. I got no idea how you managed to get into that. It's completely stupid.

Well I used the only option available listed on their support page, i.e. their phone number listed here:
Apple - Support - Contact Apple Support
Technical support: 1-300-321-456

And then clicked on option 2 for mac technical support (the other options were for ipods and other stuff)

@purana - that's exactly the case - I bought the mac online and there's a reason I bought it online - the visting the stores are not convenient for me. Surely I should be able to get a replacement for faulty parts the same way, without having to lay open my wallet and let them help themselves to my credit card.

@arkenstone - I know... at the moment I've got a microsoft optical mouse plugged in (oh the irony!!). It's a fugly grey thing that's ruining the whole mac zen but at least it works.

I can't remember where but I found a tutorial online for pulling it apart without breaking the plastic glued on. Basically get a sharp knife and cut around it neatly. Its not recommended but if you are willing to try it and superglue it back together go for it. It was amazing how much crap was collecting under the ball! (not to mention behind the side buttons!)

Otherwise... how old is your computer with the mighty mouse? If its still covered under warranty take your mouse in and the serial number for the computer to an apple service store and they should be able to replace it under warranty.

Also make sure you wash your hands before using the the mouse and don't pick your nose with your mouse index finger while at the computer... this can prevent some dirt collecting

Don't get your knickers in a knot. Of course you're missing something. Here's how to do it.

Assuming you're in Australia, Apple has a process for direct courier replacement of accesories such as mice and keyboards, referred to as "DIY". That's what you need to do to avoid going to a store.

Despite what you might think, AppleCare need to confirm for themselves that there is a hardware issue with the mouse. That requires troubleshooting over the phone, which requires a support agreement. A support agreement costs money. However, you need to put that money where your mouth is, if you're sure it's a hardware fault. Pay it, and do the troubleshooting. If the mouse is determined to be faulty, and is still under warranty, you'll be refunded the cost of the support agreement. Then, they can set up the DIY shipment f a replacement mouse, comes in a box, you put the faulty one in the same box and it goes back. Of course, they put a temp hold on a credit card until they get the faulty one back.

Not too hard at all.

@mishylane - thanks for the advice. I think I'll try to resolve this the "proper" way before going down the route which will probably void any warranty. Also, see my 2nd post above - visiting a store is not convenient for me, hence why I am trying to get it done over the phone/online.

I hope I don't come across as being difficult - I think this is only fair given that I purchased it online too. If I had bought it from a particular store and they asked me take it back to that store, then fair enough, but this is not the case.


p.s. It's definitely under the 12 month hardware warranty period, though outside of the 90 day free applecare warranty thing. The tech support person I spoke to acknowledged this.