After a series of repairs I'd be interested to know my options.

[MacInTO]

Wow, sorry to hear about your interaction with the Apple Store! It sounds like you're spending a lot of time on this. At this point, i would contact the corporate head office if you're not getting the response you want from the store manager.

I have a custom 2012 rMBP and I also got the screen replaced for ghosting issues early on. Everything else works fine. The CPU and GPU temperatures, at rest, are about 40c to 45c.

 

[charlieegan3]

...Another thing. Have u tried another apple store?
...
Find one with a nice middle aged manager who will be more understanding and sympathetic...

...Also, have you also tried bringing this up through a chat with Apple support?...

...At this point, i would contact the corporate head office if you're not getting the response you want from the store manager...

Thanks everyone for the advice. I'm inclined to agree with duervo and that the guns-blazing court approach isn't the best way to go about this. It's also going to take up a lot more time & energy.

I currently live in Aberdeen, Scotland so there is only one store I can visit. I can however talk to Apple support over the phone from a standpoint that I wasn't happy with the response from the store. It should also give me some information as to whether they've opted to blacklist me. I'll do this on Monday, as you say there's nothing to lose.

If that doesn't get me anywhere I'll just wait for the machine to fail and try and fight my corner then. If it doesn't fail then I guess it's not the end of the world - I can live with it as it is.

 

[ChinkyBob]

Thanks everyone for the advice. I'm inclined to agree with duervo and that the guns-blazing court approach isn't the best way to go about this. It's also going to take up a lot more time & energy.

I currently live in Aberdeen, Scotland so there is only one store I can visit. I can however talk to Apple support over the phone from a standpoint that I wasn't happy with the response from the store. It should also give me some information as to whether they've opted to blacklist me. I'll do this on Monday, as you say there's nothing to lose.

If that doesn't get me anywhere I'll just wait for the machine to fail and try and fight my corner then. If it doesn't fail then I guess it's not the end of the world - I can live with it as it is.

Best of luck. Let us know how you get on for other who may have similar issues now or in the future.
Fwiw I never recommended an all guns blazing approach, but to be professional and firm, gather the facts in writing. When all is said and done you should succeed. Your experience has been.one of few bad ones I've heard and the law is in your favour. Best of luck.

 

[charlieegan3]

Fwiw I never recommended an all guns blazing approach, but to be professional and firm, gather the facts in writing.

You're absolutely right. I realise now that my response was poorly worded. I suppose what I meant to get across was that I'm looking to do this through Apple Support rather than small claims.

When all is said and done you should succeed. Your experience has been.one of few bad ones I've heard and the law is in your favour. Best of luck.

Thanks again, I will make sure to keep this thread up-to-date over the next week or so for others in the UK with the same issues.

 

[monstruo]

Try writing an email to tim cook. Be nice and explain well on the email. Apple guys will get in touch with you shortly

 

[charlieegan3]

Try writing an email to tim cook. Be nice and explain well on the email. Apple guys will get in touch with you shortly

I was never sure if it was a reliable tactic - I thought responses were likely to be somewhat intermittent. I think I'll give the Apple Support channel a go first to show that I've not jumped the gun.

 

[monstruo]

Well, I had string of problems with my old 2011 mbp and did send in for repair multiple times.
Was really frustrated and decided to contact apple directly(there wasn't apple support in my city).

Emailed tim and it got a call from Apple directly. They were fast to rectify my problem.

 

[ChinkyBob]

FWIW, I found another thread. Interesting read in your case.

https://forums.macrumors.com/threads/uk-insurance-or-apple-care.1452043/

Cheers.

 

[charlieegan3]

FWIW, I found another thread. Interesting read in your case.

This comment raised a question:

Within 6 months the retailer has to prove that a fault wasn't inherent, after 6 months the consumer has to prove that the fault was inherent usually by getting an independent report produced. The cost of the report will be refunded by the retailer if the fault is found to be inherent.

No one's mentioned about getting an independent report. Never heard of this before.

 

[TheRealAlex]

In 2012 I bought a built-to-order retina macbook pro. Since then I've had the following repairs done:

- screen replacement for ghosting issue (feb 2013)
- motherboard replacement (mar 2015)
- top casing replacement (mar 2015)
- motherboard replacement (mar 2016) - covered under 'Customer Satisfaction' as Apple care has expired.

Today I dropped the machine off again with overheating issues and 'visual anomalies'.

I'd be interested to know if anyone's gone through quite so many repairs on one of these models. At what point do I stand a chance of asking for a trade-in or a new machine? Are newer rMBP models more reliable?

Clearly that MBP has had several major repairs and should be Covered under a State Lemon Law assuming your are in the USA.

Same thing happened to my 2013 MBP
-Ghosting or trails new Display (thats major I had it documented on paper)
-Motherboard replaced overheating (again major repair printed all documents)
-CPU/ GPU and RAM replaced (glitching overheating all documents printed)
4th Major (Approved repair casing chasis replacement due to it not fitting together after so many repairs)

Took a Copy of all Documents including my State of Florida Lemon Law. into my Local Apple Store. Store Manager Offered me a Full Refund which was in the $2,280.00 Range or a New MacBook Pro top of the line only the models they had instock on the Spot. I took a New MacBook the one with the butterfly keyboard on the spot and about $900 in Store Credit, which is why I am waiting the new MacBook Pro Redesign.

Store manager was super nice, It has to be the Main manager not an underling. This lady was super understanding I highlighted the State Lemon Law and highlighted all my reapairs done. Its helps also if you are also super nice and polite I said its not your fault. I am giving you the chance to uphold Apple's reputation.

 

[charlieegan3]

...assuming your are in the USA.

I'm in the UK but there seems to be a similar requirement to repair / replace the machine.

Store manager was super nice, It has to be the Main manager not an underling. This lady was super understanding I highlighted the State Lemon Law and highlighted all my reapairs done. Its helps also if you are also super nice and polite I said its not your fault. I am giving you the chance to uphold Apple's reputation.

Very different from my experience. I'm going to have a go on the phone sometime tomorrow to see if they're more accommodating.

 

[TheRealAlex]

I'm in the UK but there seems to be a similar requirement to repair / replace the machine.


Very different from my experience. I'm going to have a go on the phone sometime tomorrow to see if they're more accommodating.

I would advise against calling before going you are tipping your hand. I would call a far away store and feel the managers reaction to your requested or plan. Again do not call the store you plan to visit. everything has to be very clear. Here in the States Lemon Laws are pretty clear and they apply to automobiles washing machines you name it.

Also you must have printed out and highlighted the dates and services of the repairs. I used yellow highlighter so I am not just handing a person random papers its very disorienting. The appropriate lines of texted were highlighted and the store manager understood what to do.

Also take the computer and all cords and boxes with you. I took mine fully boxed up and ready to be handed over.

Also call into Apple and ask to be transfered to Customer Relations directly these agents have more power and authority.

 

[charlieegan3]

I would advise against calling before going you are tipping your hand.

I was going to try calling the phone support, rather than the store.

I would call a far away store and feel the managers reaction to your requested or plan.

I think I might give this a go actually, might be interesting to gauge the response. I only have the option of going to one store.

handing a person random papers its very disorienting

If I do end up looking to resolve this in the store I'll be sure to do this, as well as printing out the relevant page regarding the warranty information from their site. https://www.apple.com/uk/legal/statutory-warranty/

Also take the computer and all cords and boxes with you. I took mine fully boxed up and ready to be handed over.

I've got these, will need to look them out.

Also call into Apple and ask to be transfered to Customer Relations directly these agents have more power and authority.

This is on the phone right?

 

[TheRealAlex]

I was going to try calling the phone support, rather than the store.

I think I might give this a go actually, might be interesting to gauge the response. I only have the option of going to one store.

If I do end up looking to resolve this in the store I'll be sure to do this, as well as printing out the relevant page regarding the warranty information from their site. https://www.apple.com/uk/legal/statutory-warranty/

I've got these, will need to look them out.

This is on the phone right?

Yes it is. Also make sure you call a random store just to feel them out never the actual one you are going to.

 

[ChinkyBob]

Yes it is. Also make sure you call a random store just to feel them out never the actual one you are going to.

Sorry to chip in again. But that's great sound advise from Alex across the pond. Similar to what I said (establish the timeline of events, and statements, in writing, talk only to the older wiser top manager, etc), but better detailed and based on direct experience. I like the highlighting of various sentences on the page, and the boxed up laptop idea is tops, making it very easy for them to take the laptop back there and then. The key point though is that the 'lemon law's is very similar to our 'sale of goods act' (at least in the 'spirit of the law' if not the ' letter of the law' ).
Best of luck.

 

[charlieegan3]

But that's great sound advise...

Agreed, however at this point I'm unsure if it's best to call another store or call Apple's phone support.

 

[Steve.P.JobsFan]

I would give AppleCare a ring. In my experience, calling the store for tech advice leads them to say "bring it in for a Genius to look at..."

You can ring them at 0800 107 6285.

 

[charlieegan3]

I would give AppleCare a ring...

Bear in mind that my Applecare has expired. I had wondered this though (that calling the store asking for advice would just lead to "bring it in").

 

[Steve.P.JobsFan]

Bear in mind that my Applecare has expired. I had wondered this though (that calling the store asking for advice would just lead to "bring it in").

How long ago did your AC expire? If it wasn't too long ago, they'll usually help.

Regardless, they should help you because of that fantastic consumer law you have in the UK...

 

[charlieegan3]

How long ago did your AC expire?

July last year. But yeah, I was hoping that customer support would still be able to do something.

 

[TheRealAlex]

Agreed, however at this point I'm unsure if it's best to call another store or call Apple's phone support.

I would NOT call Apple phone support come to think of it they will make detailed notes on your account which may not be favorable to you. Like a Replacement is Not warranted at this time etc etc.

Calling a random store and just talking to a manager he will not note your account.

Maybe a few leading emails to Apple email hardware support. Along the lines getting them to affirm that Apple follows All UK Laws in order to do business in the country. They will say yes we do. Then another leading question saying Since you follow all Laws do you follow the "Sale of Goods Act" what ever the details of that are. They will respond saying yes we do follow that with our warranty etc etc.

Now you have them on the hook documented. In the States its pretty clear cut. Come to think of it you can accomplish all this via email.

Send in Service Repair Numbers and Dates and a Copy of the Lemon Law or Sale of Goods Act Highlighting using Adobe PDF highlighter where it states that after 3 Major repairs on the 4th one (its a Lemon) or in your language whatever its deemed to be. In the States if we say "its a Lemon" everyone knows you either get a full refund and you must show proof of the 3 repairs on 4th approved.

Also make note of the alloted time Span. In the States it has to be 3 "major" repairs with in 1 year or so. Maybe be different for you.

 

[Steve.P.JobsFan]

July last year. But yeah, I was hoping that customer support would still be able to do something.

Give 'em a ring. Worst they're gonna say is no/visit another retail store...

 

[charlieegan3]

I would NOT call Apple phone support come to think of it they will make detailed notes on your account which may not be favorable to you. Like a Replacement is Not warranted at this time etc etc.

Couldn't this also happen over email?

Maybe a few leading emails to Apple email hardware support. Along the lines getting them to affirm that Apple follows All UK Laws in order to do business in the country. They will say yes we do. Then another leading question saying Since you follow all Laws do you follow the "Sale of Goods Act" what ever the details of that are. They will respond saying yes we do follow that with our warranty etc etc.

I might try an email, disconnected to my account phrased as a hypothetical from a potential customer. I'd query what I get from Applecare over the standard laws etc. Ask questions, what would happen if the machine failed 4 times in the 5 years etc etc.

Come to think of it you can accomplish all this via email.

I'll have to do some digging for the email. Guess you could ask on the instant chat and get an email transcript.

Also make note of the allotted time Span

Not sure that is this explicitly given in the UK. Only that I have 5 years - not x major repairs in y years.

 

[charlieegan3]

I tried getting both the chat support and the UK applecare rep (was careful not to give my full name and requested the query not be connected to my account) on the phone to unpack the following sentence:

A consumer is also entitled to withdraw from the contract by returning the product in exchange for a full refund if the consumer rejects the goods within 30 days or if the product does not conform with the contract after one repair or replacement.
​

They were very careful about committing to anything and didn't offer an explanation for what happens if there have been multiple repairs done already.

I was able to learn that I need to contact the place of sale to make a claim under consumer law. This would be the applecare phone support for me since I purchased my laptop online.

I was hoping they'd say, "well if a product as been repaired 4 times then you'd qualify for a replacement" but they seemed careful to avoid that.

After this I went on to call another Apple Store. The employee asked me right away if "I'd lost confidence in the machine", to which I replied yes. After learning about the number of repairs he went on to recommend calling applecare support. He gave the reason that they have 'more options' than those in store.

I think I've got to the limit of what I can do anonymously - either going into the store or calling applecare and giving my details opens me up to getting notes on my account. I can't see any other options so will try that tomorrow sometime.

 

[TheRealAlex]

I tried getting both the chat support and the UK applecare rep (was careful not to give my full name and requested the query not be connected to my account) on the phone to unpack the following sentence:

A consumer is also entitled to withdraw from the contract by returning the product in exchange for a full refund if the consumer rejects the goods within 30 days or if the product does not conform with the contract after one repair or replacement.
​

They were very careful about committing to anything and didn't offer an explanation for what happens if there have been multiple repairs done already.

I was able to learn that I need to contact the place of sale to make a claim under consumer law. This would be the applecare phone support for me since I purchased my laptop online.

I was hoping they'd say, "well if a product as been repaired 4 times then you'd qualify for a replacement" but they seemed careful to avoid that.

After this I went on to call another Apple Store. The employee asked me right away if "I'd lost confidence in the machine", to which I replied yes. After learning about the number of repairs he went on to recommend calling applecare support. He gave the reason that they have 'more options' than those in store.

I think I've got to the limit of what I can do anonymously - either going into the store or calling applecare and giving my details opens me up to getting notes on my account. I can't see any other options so will try that tomorrow sometime.

No you did it you got your opening this often happens in social engineering ( I won't go into that)
That Apple Store employee who said they have more options too bad you should talk to him again. He likely knows exactly what to say to get you a full refund or new system. Often in repair terms it's a short phrase that's tells everything. Like in the car insurance world after a big car crash it is cheaper for the insurance to "total" your auto meaning it's cheaper to write you a check for the value of the car than it is to fully repair it.

My last tip I can think of is anonymously call in AppleCare or Apple. And ask this. In this way
"Who would be the appropriate person to speak with about a refund or replacement according to the Sale of Goods Act?"

That does 2 things the rep either says hey that's me affirming they know what to do and have tipped their hand or. They know who to transfer you to often a higher ranking rep.

Remember act confident project it, turn the charm level up to max and see and feel a successful outcome don't wimp out. This is happening you deserve fullfilmet any road blocks get upset use that as fuel to the agent don't be rude, but firm.

If you feel things going sideways. Hit them with "excuse me sir/ma'am how would you feel if you had been put through so many repairs and aggrevation. It's up to you to as a customer service gesture uphold Apples tradition for excellence". In a firm George Clooney tone dumb but I know I am right very George Clooney.