Apple can’t seem to yet repair my new MacBook Pro

[cookiesnfooty]

Can you be a bit more clear on this please. Are you saying Apple have found you an identical machine that is already to go and will be delivered to your local store in 1-2 weeks time?

Basically the store wanted me to order the device again (£7500 just over) and they would recall the repair which can take up to 5 days and then schedule a return, it would of meant me returning to the store with the charger and box when it arrived.

That includes paying for parking, petrol etc. Huge inconvenience.

This way Apple said they will arrange for a new device to be shipped to me to the same spec (I hope they get the space grey right).

I don't know if they will arrange a return for the box and original charger.

 

[laptech]

Basically the store wanted me to order the device again (£7500 just over) and they would recall the repair which can take up to 5 days and then schedule a return, it would of meant me returning to the store with the charger and box when it arrived.

That includes paying for parking, petrol etc. Huge inconvenience.

This way Apple said they will arrange for a new device to be shipped to me to the same spec (I hope they get the space grey right).

I don't know if they will arrange a return for the box and original charger.

In bold....the store could have done that in the first place, cancel the repair and order a new same spec macbook. Them asking you to pay again while waiting on the refund to be returned to you sounds very dodgy to me. Apple already have your money. All they had to do is go on their computer system, cancel the repair and arrange for a new spec machine to be built as the replacement machine.

 

[HobeSoundDarryl]

What you are describing laptech is exactly how they should have handled this. Someone there apparently thought they could get the repair part replaced in only 5 days for a BTO MBpro and as soon as that turned out to not be true, they should have proactively executed as you say.

Instead, this customer was being asked to basically buy it again (and tie up a 2X of the cost for a period of time until the other could come back and be physically returned) or wait an "unknown amount of time" for a part to be sourced that even the executives- once they became aware- could not get sourced. Customer might have been waiting up to months for a resolution... with 2X the cost tied up for up to months too without some kind of customer service override.

As soon as a "higher up" got involved, the remedy was obvious and OP will get their BTO Mac probably about as fast as it can be built and delivered to him. Customer service is a thing. Customers are as important as the Seller. While fans sometimes seem to forget that around here (unless they are the customer in some situation like this), Sellers actually do care about customer satisfaction. Sometimes customer is more important than maximizing every nickel.

This was a no brainer, easy one to fix as soon as the right person became aware of the situation. And this fix was the right thing to do. Unfortunately, the store did not get this in motion on about day 6 but a "higher up" finally made aware weeks later did what should have been done.

 

[laptech]

What you are describe laptech is exactly how they should have handled this. Someone there apparently thought they could get the repair part replaced in only 5 days for a BTO MBpro and as soon as that turned out to not be true, they should have proactively executed as you say.

Instead, this customer was being asked to basically buy it again (and tie up a 2X of the cost for a period of time until the other could come back and be physically returned) or wait an "unknown amount of time" for a part to be sourced that even the executives- once they became aware- could not get sourced. Customer might have been waiting up to months for a resolution... with 2X the cost tied up for up to months too without some kind of customer service override.

As soon as a "higher up" got involved, the remedy was obvious and OP will get their BTO Mac probably about as fast as it can be built and delivered to him. Customer service is a thing. Customers are as important as the Seller. While fans sometimes seem to forget that around here (unless they are the customer in some situation like this), Sellers actually do care about customer satisfaction. Sometimes customer is more important than maximizing every nickel.

This was a no brainer, easy one to fix as soon as the right person became aware of the situation. And this fix was the right thing to do. Unfortunately, the store did not get this in motion on about day 6 but a "higher up" finally made aware weeks later did what should have been done.

Unfortunately technology is making humans behave like robots with management at all levels encouraging such behavior. If the computer system does not allow it, it cannot be done thus customer is told no. If sales rep behaves like a human and tries to find a way to work around the system to help the customer, the sales rep get's into trouble with their manager.

Problem is you also get sales staff at all levels who just do not give a damn due to them hating their job (over worked, under paid, stressed out to the max) thus they take it out on the customers by not helping them as much as they should do. Finding good sales reps/staff that have a good focus on customer service is extremely rare these days.

Far too often now staff are told the computer is always right and they never deviate from that and I bet that is what happened with the OP. The computer system the store uses did not allow them to just simply cancel the order and generate a new order for the same spec'd macbook. Instead it took weeks of too and throw between Apple and the OP for finally someone at Apple to do just that, cancel the order and create a new one for the same spec'd machine. A simple task that should have been able to have been done in the store.

This is where we can blame Apple for making something that should have been simple to do but instead made it extremely difficult to do.

 

[NeonNights]

I wish it was a gift, sadly I purchased with my debit card. I am waiting until Friday and if nothing then I will ask to refund.

I have emailed Tim Cook this morning but I doubt he would spare the time of day. Although I did that when I had a bad experience with my 2016 15" and he did sort them out, who knows if he's changed now.

I am truly sorry for your ordeal, but why was a debit card used? If you have the funds then just charge the credit card, earn points, pay off, and build your credit score. Much better protections, and extended warranty included on some credit cards, compared to debit. Next time, I suppose.

 

[nigelbb]

The "industry standards" mean less than what you agree to when you make a purchase. The OP said it had already been "a few weeks" waiting for the part, which would be outside the return window. Decision time was when he had the choice to return within Apple's 14-day return window or wait on a repair. Yes, he can "ask" for a refund if the part fails to come in as expected. But this is now a warranty repair, not a return, and if he thinks a "yes" from Apple for a refund will be as automatic as a refund within 14 days of purchase, he may be in for a surprise.

Don't judge this by the obviously poor consumer legislation wherever you are living. The OP is in the UK but consumer law is similar throughout Europe. Any fault within six months of purchase is deemed to be a manufacturing fault unless it can be proved otherwise by the retailer. The retailer must offer a repair or refund. The OP's mistake was accepting a repair.

For a fault with something as fundamental as the MagSafe port in a £7,500 MBP the retailer would be responsible for repair up to six years later.

 

[okkibs]

I don't know if they will arrange a return for the box and original charger.

I hope they leave it be after how badly this has gone so far. The box you can keep or throw out for sure, they can't expect you to keep it, I throw mine out and don't keep them.

Executive office have tried to get it repaired and they can’t source the part so have arranged for the store to order a new built one, lead time 1-2 weeks

The only acceptable solution and took them way too long to get there. They screwed up sending out a defective unit as that should have been caught during manufacturing.

I hope they get the space grey right

We had this issue here in the forums before where an Apple employee had to re-order on behalf of the customer and forgot to switch the color. But space black is the default so even if they forget it shouldn't matter.

 

[cookiesnfooty]

I am truly sorry for your ordeal, but why was a debit card used? If you have the funds then just charge the credit card, earn points, pay off, and build your credit score. Much better protections, and extended warranty included on some credit cards, compared to debit. Next time, I suppose.

Cause I don't really have a budget, I only use CC for unknown websites.

 

[NeonNights]

Cause I don't really have a budget, I only use CC for unknown websites.

It doesn't have anything to do with budget. I pay off my credit card bill every month so the bank doesn't earn any interest from me. I could afford to pay cash but that's not financially savvy. For the past 15 years my wife and I haven't paid for any airfare on trips because it's all been covered by credit card reward points that we earn through normal spending.

Paying by cash or debit would've been more expensive since you don't earn any rewards, plus debit lacks consumer protections. If my credit card is stolen or lost, I'm not liable for the unauthorized charges. If I lose my debit card it is much harder, if not impossible, to be reimbursed for any unauthorized spending. You are better protected with a credit card for purchases.

 

[cookiesnfooty]

It doesn't have anything to do with budget. I pay off my credit card bill every month so the bank doesn't earn any interest from me. I could afford to pay cash but that's not financially savvy. For the past 15 years my wife and I haven't paid for any airfare on trips because it's all been covered by credit card reward points that we earn through normal spending.

Paying by cash or debit would've been more expensive since you don't earn any rewards, plus debit lacks consumer protections. If my credit card is stolen or lost, I'm not liable for the unauthorized charges. If I lose my debit card it is much harder, if not impossible, to be reimbursed for any unauthorized spending. You are better protected with a credit card for purchases.

Are you in the states? Credit Card firms have been reducing your limits here, if you don't use the credit they lower your limits.

Maybe I need a better Credit Card as I don't get any points, I guess one of them does get me money off at the supermarket.

 

[NeonNights]

Are you in the states? Credit Card firms have been reducing your limits here, if you don't use the credit they lower your limits.

Maybe I need a better Credit Card as I don't get any points, I guess one of them does get me money off at the supermarket.

Sorry to hear that's the pattern overseas. Yes, I'm in the States. I don't recall any bank reducing my credit limit. I had banks automatically close some cards due to lack of activity over the years, but never lowered my actual active credit limit.

 

[nigelbb]

It doesn't have anything to do with budget. I pay off my credit card bill every month so the bank doesn't earn any interest from me. I could afford to pay cash but that's not financially savvy. For the past 15 years my wife and I haven't paid for any airfare on trips because it's all been covered by credit card reward points that we earn through normal spending.

Paying by cash or debit would've been more expensive since you don't earn any rewards, plus debit lacks consumer protections. If my credit card is stolen or lost, I'm not liable for the unauthorized charges. If I lose my debit card it is much harder, if not impossible, to be reimbursed for any unauthorized spending. You are better protected with a credit card for purchases.

The OP is in the UK. It appears that you are not. here in the UK if you lose your debit card you will be reimbursed for any unauthorised spending. There are also no CC reward programme that could possibly pay for all your airfares.

 

[NeonNights]

The OP is in the UK. It appears that you are not. here in the UK if you lose your debit card you will be reimbursed for any unauthorised spending. There are also no CC reward programme that could possibly pay for all your airfares.

Thank you for the education. UK has better debit protection for sure then. I did not realize the credit card programs are dissimilar overseas. Stateside, there are CC that will return up to 5% on certain purchase categories (gas, groceries, restaurants, etc), not to mention additional bonus rewards of 10x points or more if you shop through the CC portal.

 

[cookiesnfooty]

Thank you for the education. UK has better debit protection for sure then. I did not realize the credit card programs are dissimilar overseas. Stateside, there are CC that will return up to 5% on certain purchase categories (gas, groceries, restaurants, etc), not to mention additional bonus rewards of 10x points or more if you shop through the CC portal.

I have an Asda card that gives good cash back for purchases in store but elsewhere it is 1% I think.

The limit on that card was reduced from £8500 to £2200 and they stated it was due to low usage.

I think they have a certain % they have to follow.

At the same time my M&S card was increased to £12000 but there is absolutely no benefit to using it other than to protect purchases.

 

[cookiesnfooty]

I just had a call from Apple and a new one is to be built and sent to the Apple Store, they will call back when it is ready to collect.

I confirmed it will be the same spec etc

 

[raythompsontn]

If I lose my debit card it is much harder, if not impossible, to be reimbursed for any unauthorized spendin

That is not true. Credit cards and debit cards are both covered by regulation E in the U.S. The difference is with a debit card the thief could drain your bank account which is not possible with a credit card.

 

[Ifti]

You should NOT need to pay again - you only do this when you have the original MacBook that is to be returned. They hold the money on your card in case you do not return the first unit. In your case they have the first unit already. The only hold they should put on your card is for the cost of charger/accessories that you have yet to return. Even that is a bit petty in the grand scheme of things considering the inconvenience of this all.

 

[NeonNights]

That is not true. Credit cards and debit cards are both covered by regulation E in the U.S. The difference is with a debit card the thief could drain your bank account which is not possible with a credit card.

I stand corrected, and good to know.

 

[cookiesnfooty]

You should NOT need to pay again - you only do this when you have the original MacBook that is to be returned. They hold the money on your card in case you do not return the first unit. In your case they have the first unit already. The only hold they should put on your card is for the cost of charger/accessories that you have yet to return. Even that is a bit petty in the grand scheme of things considering the inconvenience of this all.

Prior to involving Corporate that is exactly what they expected me to do.

 

[cookiesnfooty]

Update, I received my replacement from Apple and the courier has dropped it, box had a dent.

Upon opening it the trackpad is cracked and there is a tiny chip on the screen.

As an apology Apple let me go home with the broken one as everything still works.

If you wonder why I would do that it is because I haven't done any editing in weeks as didn't keep the old one and the Windows device isn't my cup of tea for editing.

They also gave me a free keyboard with Touch ID and Trackpad as I will be docking the MacBook for now anyway.

They've arranged for me to receive a new device to my home address and then will collect a few weeks later once I have transferred all the data.

 

[NeonNights]

And the saga continues. So sorry for the experience you're having. I thought Apple does a pretty good job with the packaging to insulate MacBooks during shipping but it can't protect against everything. Sigh. Hopefully this ordeal finally ends for you with the next shipment. Best of luck to you.

 

[okkibs]

As the saying goes when it rains it pours... the macbooks are packaged well enough that the courier can drop it repeatedly without the trackpad cracking, this was certainly mishandled in shipping and it is good Apple just took that back because the only way I can see that crack happening is throwing the package against a wall with a lot of force. So who knows what other issues that Macbook would have developed.

I bet they literally threw and smashed the package around during loading and unloading of the multiple airplanes it was on.

When I got my last Apple device shipping straight from Vietnam to my doorstep in 2024 I was actually shocked how small and minimal the packaging has gotten over the years. On the other hand these shipping businesses aren't supposed to mishandle packages like that.

At least you got your working Mac back, not having Magsafe isn't great but as long as it charges through USB-C this isn't really anything that impedes usability.

 

[Queen6]

Update, I received my replacement from Apple and the courier has dropped it, box had a dent.

Upon opening it the trackpad is cracked and there is a tiny chip on the screen.

As an apology Apple let me go home with the broken one as everything still works.

If you wonder why I would do that it is because I haven't done any editing in weeks as didn't keep the old one and the Windows device isn't my cup of tea for editing.

They also gave me a free keyboard with Touch ID and Trackpad as I will be docking the MacBook for now anyway.

They've arranged for me to receive a new device to my home address and then will collect a few weeks later once I have transferred all the data.


View attachment 2476792

What a joke and needless hoops to be jumped through. Apple should be ashamed of it's poor performance. Mac's for me are a tool so I always have a backup, irrespective of spec. Having to reach out to the executive team to resolve...

Q-6

 

[Queen6]

As the saying goes when it rains it pours... the macbooks are packaged well enough that the courier can drop it repeatedly without the trackpad cracking, this was certainly mishandled in shipping and it is good Apple just took that back because the only way I can see that crack happening is throwing the package against a wall with a lot of force. So who knows what other issues that Macbook would have developed.

I bet they literally threw and smashed the package around during loading and unloading of the multiple airplanes it was on.

When I got my last Apple device shipping straight from Vietnam to my doorstep in 2024 I was actually shocked how small and minimal the packaging has gotten over the years. On the other hand these shipping businesses aren't supposed to mishandle packages like that.

At least you got your working Mac back, not having Magsafe isn't great but as long as it charges through USB-C this isn't really anything that impedes usability.

Apple is on the better side of dwindling customer service. I tend to buy in store, my local one carries the full range of Mac's and some popular BTO's. I always open in store, any issue is an easy return. As for the BTO's first question is "how many in stock" if the machine is turning coin makes no sense to jeopardise that situation...

Q-6

 

[Adora]

They've arranged for me to receive a new device to my home address and then will collect a few weeks later once I have transferred all the data.

They should have at least just let you keep both.