Filed under: Hardware, Bugs/Recalls
Apple sending battery recall emails to registered users
If there was ever a good reason to register a product like a notebook, being warned that it might catch fire, and getting the chance to avoid said fire, is as good as any in our book. We're receiving reports that Apple has begun sending emails to registered owners of iBooks and PowerBooks, announcing the recent recall and offering to get the party (of sorts) started. It would've been nice to hear this tactic being used when such a serious recall was first announced, but this is probably a good way to get the word out to any owners who might not keep up on Apple nerdery.
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Reader Comments (Page 1 of 1)
Cloggin said 11:15AM on 9-01-2006
It'd be interesting to know how their one-on-one customer service department is pitching this recall. Dell, as I'm sure many of you already know, in their recall - is trying to drop the blame on Sony. Calling into their tech support, their pre-recorded message dictates '[...]recall of Sony-manufactured batteries in our Dell models: [...]' - besides, I didn't know the battery industry was making such experimental strides. You'd think if they had something that worked they'd stick with it. I'd rather have less battery power than a risk of my johnson getting blown off by an over-heated battery.
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lgc90 said 12:10PM on 9-01-2006
Hmm, I had a 15" PowerBook G4 that I sold on eBay. Perhaps I should send the guy an email...
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Uncle Jerry said 12:14PM on 9-01-2006
I got my email this morning but I don't even have one of these affected laptops. I have the 14" G4 iBook. But I wish I could send mine in cause it wont hold a charge for more than 20 mins.
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MfS said 12:32PM on 9-01-2006
I got the email. My 12" iBook is effected & qualifies, and my battery serial number falls in the range listed on Apple's website; but the battery serial "fails" to meet the qualifications for replacement.
After a call to AppleCare, they confirmed I do NOT have to send my battery in. When in doubt, it's worth a call.
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Michael said 12:58PM on 9-01-2006
I aslo received the e-mail. But I have a 14" iBook which does not qualify. So is it more of a general e-mail to registered apple owners?
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Danny said 1:09PM on 9-01-2006
I received the e-mail, too. My iBook's battery qualifies for the last recall in May 2005 but not for this one. I've since requested a replacement twice but yet to hear from Apple. Considering that I requested my first replacement battery almost one and a half year ago... don't expect much from this recall either.
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Jon said 4:54PM on 9-01-2006
Hmm... my PowerBook qualified but it was stolen yesterday by airport employees (yes, employees). I'm kind of hoping it catches fire or explodes now, but I'd had it for over a year with no mishaps so it's unlikely :(
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markie said 4:54PM on 9-01-2006
A week ago I entered the info on the Battery-exchange-site and my battery qualified. Today UPS already stopped by to hand me the new battery! I mean, that's quick, ain't it? ;-)
http://geektechnique.org/blog/682/thats-quick-a-new-battery-from-apple
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spil said 6:30PM on 9-01-2006
I actually disagree with you, Cloggin. I think Dell is handling this very well. On Dell's main page, there is a link to a page that has the requirements for an exploding battery. Over the summer I was workign at an IT office, and a few people came in and wanted to see if there Dell would explode. No one with an Apple or Sony came in. Dell is getting a lot of publicity for this, and that is partially a good thing because it spreads awareness of the dangers of owning a Dell (not including the fact that its not a mac).
To get back on topic, I think this is a good thing Apple is doing, except I don't know any one who has ever registered anything they owned. Maybe people do, and it is a good idea now that I see the purpose of this, I guess.
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Cloggin said 7:46PM on 9-01-2006
Spil - Cheers. But the fact remains: no-johnson-burning-laptops-for-me.
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Mr Lizard said 12:06PM on 9-02-2006
From the email (there's a table in it, which hasn't come out quite right in plain text)
Dear Apple Customer:
Apple has determined that certain lithium-ion rechargeable batteries containing cells manufactured by Sony Corporation of Japan pose a safety risk that may result in overheating. The affected batteries were sold worldwide, in systems and separately, from October 2003 to August 2006 inclusive for use with the following computers: 12-inch iBook G4, 12-inch PowerBook G4, 15-inch PowerBook G4.
Apple is voluntarily recalling the affected batteries and has initiated a worldwide exchange programme and will provide you with a new replacement battery, free of charge. This programme is being conducted in cooperation with the U.S. Consumer Product Safety Commission (CPSC) and other international safety authorities.
Issue: The affected batteries could overheat, posing a fire hazard. Apple received nine confirmed reports in the United States of these batteries overheating. Apple urges you to stop using your battery and to order a replacement battery immediately. After removing the recalled battery from the iBook or PowerBook, you should plug in the AC adapter to power the computer until a replacement battery arrives.
Product: Please use the chart below to match your computer with the affected battery model number and serial number range. To view the model and serial numbers labelled on the bottom of the battery, you must remove the battery from the computer. The battery serial number is printed in black or dark-grey lettering beneath a bar code.
No other Apple notebook computers are affected by this recall.
Computer model
Battery model
Battery serial number range
12-inch iBook G4
A1061
ZZ338–ZZ427
3K429–3K611
6C519–6C552 ending with S9WA, S9WC or S9WD
12-inch PowerBook G4
A1079
ZZ411–ZZ427
3K428–3K611
15-inch PowerBook G4
A1078 and A1148
3K425–3K601
6N530–6N551 ending with THTA, THTB, or THTC
6N601 ending with THTC
Note: If your battery's serial number does not match any of the ranges listed below, you do not have to exchange your battery.
What to do: To begin the battery exchange process, go to the Apple website at http://support.apple.com/batteryprogram/ . You will be asked for the serial number of your computer, the serial number of your battery, and a ship-to address. After serial number verification, a new battery will be shipped to you free of charge. You may exchange up to three batteries through the website. When you receive the replacement battery, please use the same shipping packaging and the included prepaid shipping label to return the recalled battery to Apple. If you do not have access to the website listed above, you can call Apple at 0870 876 0753 between 8am -7.45 pm (Mon to Fri), 10 am - 5.45 pm (Sat), for further assistance.
Thank you for your cooperation with this exchange program.
Apple
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Ferg said 2:47PM on 9-04-2006
I was putting it off because I thought I'd have to send in my battery before I got a new one. Probably a bad idea considering the 668 charge cycles I have on it (aren’t they only supposed to last about 500?). It's held up pretty good though: it's been hovering around 76% of the original capacity for a few months now.
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pLaYm0b!L said 7:27AM on 9-02-2006
maybe its a good oportunit to ask a ac adapter recall too?
http://blog.domramsey.com/tech/flaming-macs/
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Steve said 9:47AM on 9-03-2006
I got the email - diligently checked the site and found out my battery was affected - and subsequently had an absolutely appalling customer service experience with apple staff, trying to work through the process!
The site gave me a number to call at an apple service provider in Singapore (where I live btw). I got a recorded voice telling me that for battery replacement, I should call a different number.
So I hung up, and called the different number. I got another recorded voice, telling me that if I had a battery replacement issue then I should call an apple service provider ... where I started. But I stayed on the line, and eventually got connected to an apple person in Australia named Amy.
She asked me for my name, and phone number, and if I had called before - I gave her all the info, and then told her I was calling for a battery replacment, at which point she said "Oh! I need to transfer you to another number." I then found myself listening to the recording telling me that if I had a battery replacement issue then I should call an apple service provider ... again I hung on the line, and this time got connected to a person in India, who identified himself as Jason.
i told Jason that I was calling about the battery replacement, and he said "Ok, we just need to check if you are qualified, can I have your computer serial number." I told him that I had begun the whole process by checking if I qualified online, and I did qualify, and I wasn't about to waste more time while he checked again.
To his credit, he agreed and told me that I then needed to call an apple service provider in Singapore ... where I started! I told him that I had done that, and that I would call again, but wanted to check the process first.
At which point he told me that for Singapore, the process was that I would go into the Apple store, give them my battery, and then in six weeks (as that was how long it would take to order a new one) I could go and collect the new one. So I asked the obvious question - what was I meant to use in the intervening six weeks - and he told me that I would just have to get by using my power cable, because that was the process for Singapore.
So I asked if I could register my name, and keep my current battery for six weeks while the next one came in - after all, I bought a laptop for a reason - and he said no, that wasn't the process for Singapore. However, if I lived in the UK, I could register my name and use my battery, and they would delivery a new one to my door! But in Singapore I had to hand it in and use my cable ..
Unbelievable. This won't work for me because I work with clients - and could someone call me back with another solution - and he said no, they don't offer a call back service.
So I checked my understanding - I spent thousands of bucks on a laptop - the battery is dangerous, so it needs replacing - they want me to operate without a battery for six weeks while they get an order into Singapore (SIX WEEKS???) - this is a huge problem for me, and Apple can't even give me the decency of calling me back with another solution!
Dell must be handling it better than this ...!
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starwxrwx said 1:54AM on 9-04-2006
Affected iBook - no email :/
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Geoff Airey said 3:54PM on 9-04-2006
They probably wanted to to stagger how many people were applying for new batteries so that they didn't get too many applications at first to also minimise the time that people have to wait.
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