TOPIC
This article contains the answers to frequently asked questions about the PowerBook Repair Extension Program.
2. What is the Repair Extension Program for Apple PowerBook 5300 and 190 computers? 3. What is the REA Plus program (REA+)? 4. What's the difference between an REA and a product recall? 5. What models are included in this Repair Extension Program? 6. Are other computers (Performas, PowerMacs) included in this program? 7. How can I tell if my machine has already been through the REA program? 8. What are the details of the repair? 9. How did Apple notify customers who may be affected by these quality issues? 10. What is the turnaround time on getting my PowerBook repaired? 11. If I have to send my PowerBook in to get fixed, is there a chance that I will lose my data, either in the repair or OS upgrade? 12. Are there any known safety issues with these products? 13. Is there a cost to customers to participate in this program? 14. Are these worldwide programs? 15. What if my computer exhibits problems not caused by the components that Apple has identified? 16. Is Apple extending the warranty on my computer? 17. What is Apple doing about quality/reliability in its PowerBook line for the future? DISCUSSION
Question 1: What is a Repair Extension Program (REA)? A Repair Extension Program is one mechanism Apple uses to correct specific known quality issues exhibited during or after the warranty period. Quality is a top priority at Apple, and this repair program addresses certain specific quality issues that have surfaced with these products. Apple has implemented this repair program as part of the company's goal to provide a high level of customer satisfaction to its customers. Question 2: What is the Repair Extension Program for Apple PowerBook 5300 and 190 computers? The Repair Extension Program for the Apple PowerBook 5300 and PowerBook 190 computers addresses the following potential quality issues: PowerBook 5300 and PowerBook 190 PowerBook 5300 only REA Plus is an extension of the original PowerBook Repair Extension Program that addresses problems with the bottom case plastics. This second phase of the REA is related to the bezel and housing issue of the original REA. Question 4: What's the difference between an REA and a product recall? A recall is a uniform direction to customers to return their product for repair, typically due to a safety issue with the product. A Repair Extension Program is a mechanism Apple uses to correct known quality issues that may be exhibited during or after the warranty period. This is not a recall. Rather, Apple is committing that the company (or its representatives) will repair these specific products to correct these specific, known problems. Question 5: What models are included in this Repair Extension Program? The models included in this program are Apple(R) PowerBook 5300, 5300c, 5300ce, 5300cs,190, 190cs. Question 6: Are other computers (Performas, PowerMacs) included in this program? There is a separate Repair Extension Program for certain Performa and Power Macintosh computers. For details, contact Apple at 1-800-SOS-APPL. Question 7: How can I tell if my machine has already been through the REA program? PowerBooks that have been through the first phase of the REA program will have a "AA" sticker affixed to end of the serial number. Units that have been through the second phase will also have a date stamped on the case plastics inside the battery bay. Units that have only been through the first phase ("AA" sticker but no date stamp) can be sent through the program again to have the second phase (REA+) performed. Question 8: What are the details of the repair? The following issues will be addressed by this program: PowerBook 5300 and PowerBook 190 computers: * The AC power connector on the logic board can become loose or inoperative.
- Solution: Replace logic board. * Using a device in the expansion bay in combination with certain PC cards that draw higher levels of power can cause the system to freeze at the time the devices are used. When the computer experiences a freeze, you are able to move the pointer on screen, but clicking the mouse button has no effect.
- Solution: Replace logic board.
- Solution: Replace display bezel, housing, and screws. * The bottom case plastics (including the palm rest, trackpad button, center clutch cover, and CPU stiffener) can crack or develop faults.
- Solution: Replace the case plastics and CPU stiffener. PowerBook 5300 Only * Some computers may take twice as long to boot when plugged into AC power as compared to booting from battery only.
- Solution: Install a new power supply shield. * Some computers on larger LocalTalk networks may experience devices dropping off the network.
- Solution: Replace the logic board Additionally: Units that do not already have System Software version 7.5.2 with Enabler 1.2.1 or better will be upgraded to this version and a set of installer disks for this OS version will be returned with the unit. Question 9: How did Apple notify customers who may be affected by these quality issues? Many customers heard about this program through media coverage and have already contacted Apple. Apple has contacted these customers through phone calls or letters to provide specific details on program participation and/or to schedule a repair. In addition, customers who have mailed in their product registration cards received a letter from Apple. Information on the Repair Extension Program is also available in the Technical Information Library (search under PowerBook and Repair Extension). Question 10: What is the turnaround time on getting my PowerBook repaired? Once we have set up a dispatch, it will take only 4 to 7 days to repair and return the system. Question 11: If I have to send my PowerBook in to get fixed, is there a chance that I will lose my data, either in the repair or OS upgrade? Apple recommends that you backup your hard disk before sending your system in. Under usual circumstances, there should be no problem with the information stored on your PowerBook. But be sure to back up your hard disk before sending your PowerBook in for repair. Question 12: Are there any known safety issues with these products? No. Question 13: Is there a cost to customers to participate in this program? The specific repairs outlined in this program will be at Apple's cost. Question 14: Are these worldwide programs? These are worldwide programs, but it is important to note that these identified quality issues and their solutions may differ country to country. Question 15: What if my computer exhibits problems not caused by the components that Apple has identified? If a customer is experiencing an issue that has not been identified by Apple as part of this program, the service provider or Apple phone-support representative (1-800-SOS-APPL) will work with the customer to determine an appropriate course of action. Remember that the REA program is for issues relating to the trackpad button and AC connector, not the trackpad or AC adapter themselves. Question 16: Is Apple extending the warranty on my computer? This is NOT an extension of the warranty. Under this Repair Extension Program, Apple, at its option, will repair or replace the specific components the company has identified. Any components replaced will be covered under the 90 day service parts warranty. This program does not extend the warranty of any other system parts or components beyond the normal warranty period. Question 17: What is Apple doing about quality/reliability in its PowerBook line for the future? Continuously improving the quality and reliability of our products is a key priority for Apple. As a part of this, the engineering and manufacturing teams are implementing a number of processes and product design improvements that will improve the quality and reliability of future products. |
Document Information | |
Product Area: | Computers |
Category: | PowerBook |
Sub Category: | General Topics |
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