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

TheRealAlex said:
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.
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I called the same store and then another store to feel-out this magic phrase, even gave the car insurance example but didn't get anything. Interestingly there the other CS rep suggested going into the store and talking to another manager.

I was told that Applecare would need to have a conversation via email with the store anyway.

I'm preparing videos of the ongoing graphical issues and a detailed history of all the repairs (for me to reference on the call) in preparation for calling Applecare.
 
I spoke to senior Applecare rep for 40 mins and here's what I learnt.
  • To offer a replacement machine Apple must confirm that there is a technical fault - even under the uk warranty.
  • They are able to have machines collected by courier.
  • When a machine is found to have a fault they submit a request for a replacement, this may or may not be approved. He said that if he were to submit a request for me at the moment it would be rejected as the machine is 'working'
  • He'd had a single machine authorised for a replacement in the last year. (Though I think made as many requests) He said that I had very strong case.
  • He agreed my experience in store didn't sound ideal and suggested I submit a feedback form.
  • Apple views consecutive repairs as being <12 months apart (seems something like a magic number to me, why not 24?) This means my display replacement doesn't count.
Now is not a good time to go through the process of identifying a technical report for me. I'm in the middle of my final university term. I'll be free to have the machine in for a number of days at the start of May and will try to do this then.

I have good evidence that the machine is currently failing intermittently (https://www.dropbox.com/s/60f42jdq8cgs9h1/flashing_screen.mov?dl=0 happened once) and will continue to build my case this month.

So that's the situation. Thanks for all the help and support guys. I'll report back when I've got more news.
 
charlieegan3 said:
I spoke to senior Applecare rep for 40 mins and here's what I learnt.
  • To offer a replacement machine Apple must confirm that there is a technical fault - even under the uk warranty.
  • They are able to have machines collected by courier.
  • When a machine is found to have a fault they submit a request for a replacement, this may or may not be approved. He said that if he were to submit a request for me at the moment it would be rejected as the machine is 'working'
  • He'd had a single machine authorised for a replacement in the last year. (Though I think made as many requests) He said that I had very strong case.
  • He agreed my experience in store didn't sound ideal and suggested I submit a feedback form.
  • Apple views consecutive repairs as being <12 months apart (seems something like a magic number to me, why not 24?) This means my display replacement doesn't count.
Now is not a good time to go through the process of identifying a technical report for me. I'm in the middle of my final university term. I'll be free to have the machine in for a number of days at the start of May and will try to do this then.

I have good evidence that the machine is currently failing intermittently (https://www.dropbox.com/s/60f42jdq8cgs9h1/flashing_screen.mov?dl=0 happened once) and will continue to build my case this month.

So that's the situation. Thanks for all the help and support guys. I'll report back when I've got more news.
Click to expand...

This would be a slam dunk in the States. Take the gloves off. Send that video email it directly to Tim cooks email its around the internet. Long story short explain your case briefly include that video and previous repairs and dates. You will get delegated to a higher level rep. Who now knows you have been sent by the higher powers. Feel free to reference frequently Tim Cooks staff sent me to you.

Enjoy you new 2016 MBP replacement
 
TheRealAlex said:
This would be a slam dunk in the States.
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I'm still going to hold out until the end of the month. However this works Apple are likely going to want to take the machine in for testing (or so I've been led to believe). It's not easy for me to be without the machine at the moment.

Enjoy you new 2016 MBP replacement
Click to expand...
Just got to wait for this years lineup to be released :)
 
Hi all, been a while. In the interest of making this post useful for future brits with faulty MacBooks I'll give a quick summary.

I have now received a full refund for the laptop (£2288.20) and used this money to purchase a new Macbook.

As a summary, this what I think you need:
  1. A machine that’s had two major faults within a year (and had one repaired I guess?).
  2. A machine purchased less than 5 years ago (6 years in England).
I think you could get away with a major fault being any repair where you had to spend time without the laptop.

Then, I think the shortest path through the process is as follows:
  1. After the second fault take the machine to a third-party Apple installation (I went to Stormfront and that worked for me). Collect evidence if the fault is intermittent.
  2. Present the laptop as if ready for return. Bring the box and accessories if you have them. State that you need to have the fault verified and that the machine is not to be repaired. You will need an Apple repair case ID and a paper EU claim form before you’re done with them. The machine may need to be sent away.
  3. Contact Applecare. Request to speak to Customer Relations, stating you have a case ID and a EU claim form. They should then arrange a collection and process the refund - this call will likely take some time and multiple sessions as different member of staff approve the refund. They will get someone to collect the laptop.
I believe Applecare was mis sold in 2012. The section in the this picture wasn't there in 2012 - or at least not nearly as clear.

This took me ages to get sorted. I've written a long post about the process I went through here: https://charlieegan3.com/blog/2016/...r-a-faulty-macbook-under-uk-consumer-law.html.
 
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Reactions: DavidLynch and duervo
It will be interesting to see if Brexit has any affect on the warranty of these types of things.

I bet there will be some changes, but they will probably be relatively minor.
 
duervo said:
I bet there will be some changes, but they will probably be relatively minor.
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Hopefully, this seems like a very powerful thing to have in place.

I'm unsure of the extent that this is comes from the EU, there's only a small reference at the bottom of the page (http://www.apple.com/uk/legal/statutory-warranty/) - but the fact that there is a reference at all suggests that it is at least in part due to some EU legislation.
 
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