PowerBook 190/5300: Repair Extension Program Letter

This is the letter that was sent out to PowerBook 5300 and 190 owners on July 13, 1996.
This article has been archived and is no longer updated by Apple.
Repair Extension Program Letter

Tag: An Important Apple Service Notification

John A. Sample
xyz Company
123 Anystreet
Anytown, USA 12345

Dear Mr. Sample,

Apple is committed to providing very high-quality products to our customers. Our commitment to quality is essential for maintaining the loyalty of valued customers like you. That is why we are asking you to carefully review this notice concerning quality issues with some PowerBook 5300 and PowerBook 190 models.

The Apple PowerBook Repair Extension Program (Models 5300, 5300c, 5300ce, and 5300cs; 190 and 190cs )

Apple has identified certain quality issues with PowerBook 5300 and PowerBook 190 computers about which we wish to inform you. To address these issues so your PowerBook computer operates correctly, Apple has instituted a Repair Extension Program. Under the Repair Extension Program, Apple or an Apple Authorized Service Provider will inspect and, if appropriate, repair any of the specific issues Apple has identified. This will be done at no expense to you for as long as Apple services these products, which in the United States is seven years after we stop manufacturing the product.

Repair Extension Program Quality Issues:
To determine whether your PowerBook computer may be affected, please review these questions:

PowerBook 5300 and PowerBook 190 computers:
  • Is the plastic housing that holds your video display starting to separate at the seams, most likely in the lower left or lower right corners?
  • Is the AC power connector on your PowerBook computer loose or inoperative?
  • While using PC cards that may draw higher levels of power, does your system seem to "hang" so that the cursor moves but the mouse button has no effect?

PowerBook 5300 computers only:
  • Does your PowerBook computer take almost twice as long to boot when plugged into AC power than when running off the battery alone?
  • When connected to large LocalTalk networks does your PowerBook drop off the network?
If any of these conditions apply to your system, Apple encourages you to participate in the Repair Extension Program. Even if you are not currently experiencing any of these particular quality issues, we encourage you let Apple inspect your system and make any appropriate updates. Again, this will be done at no cost to you. All you need to do is call 1-800-801-6024 [[updated to 1-800-SOS-APPL]] and we will be happy to assist you. If the third, fourth, and fifth characters of the serial number of your system are above xx622xxxxxx, you should not be experiencing the issues described in this specific Repair Extension Program.

Repair Process
All you need to do is call 1-800-801-6024 [[updated to 1-800-SOS-APPL]]. An Apple customer service representative will work with you to schedule an inspection and, if needed, repair for your system. Apple will send you a freight-paid shipping box for your PowerBook computer and inform you of the pick-up time and expected return date. (We will be shipping your PowerBook computer via next-day air to minimize the amount of time you will be without your computer.) Before shipping your PowerBook computer to the Repair Extension Program center, please remember to back up all data on your hard disk drive. Because of constrained parts inventory and repair center capacity, Apple may be required to schedule repairs several weeks in advance. If your system is functioning adequately, you may wish to wait a few weeks before calling to schedule a repair. The 1-800-801-6024[[ updated to 1-800-SOS-APPL]] number provides information on how far in advance we are currently scheduling repairs. If you believe you are experiencing problems with your PowerBook computer that are unrelated to this special program, please call 1-800-SOS-APPL for assistance.

If your PowerBook computer is running an earlier version of Mac OS, Apple will automatically update your system software to Mac OS 7.5.2 with Enabler 1.2.1. We believe this update will enhance the performance and reliability of your PowerBook computer.

We regret any inconvenience these quality issues may have caused you and we are dedicated to getting your PowerBook computer repaired and returned to you as quickly as possible. Thank you for your patience.

Sincerely, Jackie Whiting
Vice President, Apple Customer Service
Apple Computer, Inc.
Published Date: Feb 18, 2012