Resolved Apple lost the Macbook Pro during the Repair, has someone experienced this? (RESOLVED, Page 13)

[GoztepeEge]

Cru time

Edit: seen this happen a few times. They’ll offer your a replacement of equal or better value. You can pay to upgrade if you’d like. It’s called a Cru (customer replacement unit). The process is pretty standard.

You likely signed data waivers upon agreeing to repair so your data is gone.

I did not know that term, CRU. If they offer me a replacement and if I have option to upgrade by paying the corresponding cost, I surely would like to do this. Thanks for letting me out.

Can your university and job wait 1 more week?

When did they estimate your laptop would be fixed and delivered back to you?

If it is past that estimated date, I wouldn't wait any longer since you have important things you need a laptop to complete.

You can also try to chat online with apple support. They might be able to help you get a replacement sooner rather than later. (if Germany has online Apple support)

Actually my university education process is pretty simple. For example, I had a submission this week, which I already missed. I might miss another one for the next week, until Sunday, unless I get a computer. Job is the similar as well.

They estimated the repair to be completed on 09.12.2021, this is the date I was supposed to receive my device back. It is already stated on the repair info mail that they sent me on 02.12.2021.

Now is past that estimated date. The date was this Thursday, today is Sunday.

I already tried to chat via Apple online support Deutschland, they do not help me at all. The only thing they advised is to wait, or directly contact the Apple Store, which I also have done. The Store also does almost nothing, the only thing they told me "Your computer possibly might be lost, but we are not sure as we can not obtain any valid info from the delivery company UPS. Let us wait 1 week more, we should get an info, however stay calm, if it is lost, we will surely give you a new computer".

I have faith this will work out favorably for OP. My only concern is OP getting a replacement device to continue their coursework.

Apple is a multibillion dollar corporation that is customer-focused. They will take care of this issue quickly.
Apple lost OP's device - this has been established.

OP, please contact the store ASAP and let them know that you understand mistakes happen and will be willing to give them time to locate your device. In the meantime, you need a replacement laptop for school/work and need something immediately. More than likely, the manager will see you are trying to work with them and will likely ask you to stop by and pick up a loaner laptop until they can make arrangements with corporate on how to resolve this. Even offer to take an older laptop as a loaner(M1 processors are in high demand).

The key thing to note is you are dealing with a reputable, customer-focused company and there is no need for arguments or threats of lawsuits.
They will resolve this issue better than you expect.
Be nice and respectful. These guys see and deal with a lot especially at this time of the year and with the latest release. They will see that you are trying to work with them and will work with you.

Once you are settled in, they will have to go through an approval process(happened in my case) and they'll let you know which device you can get. Since you already have a loaner, it's no big deal. They'll send you the new one, ask to return the loaner and all is settled.

Best advice.... be calm and respectful.

You are right. And I do not want to be a trouble for them as well. I just would accept a loaner, until they either find my own MBP, or offer me a new one. As long as I have a loaner, I can wait 1-2 months for them to resolve it. I understand the situation surely, and I wil state this at the Store or by calling them soon, as you also advised.
Thanks for your comments, appreciate.

 

[haginile]

In my experience, replacement units always have the same value as the original computer’s purchase price, although the unit may be refurbished.

Back in 2017, apple didn’t have the battery part to service my old 2012 15 inch MacBook Pro. So they did a full unit replacement and gave me a refurbished 2016 15 inch MacBook Pro for the price of the battery. The whole process took a week.

 

[GoztepeEge]

In my experience, replacement units are always the same as the original computer’s purchase price, although it may be refurbished.

Back in 2017, they didn’t have the battery part to repair my old 2012 15 inch MacBook Pro. So they gave me a refurbished 2016 15 inch MacBook Pro for the price of the battery.

Interesting experience, I did not know this option.
So you get 1 year old and refurbished MBP by paying the price for the battery only.

Now in my case, the price is calculated as 209 Euro for the battery replacement for my early 2015 MBP 13".
What would they give me if replacement unit is proceeded?

 

[profcutter]

I’ve asked for loaners, and at least in the US, they don’t have them. It could be different in Germany. I think they will give you a replacement machine from either the current crop, or a refurb of the most recent machines. I actually bought a loaner because the genius told me to, and returned it on the last day when my machine came back. The only problem I see there is if buying your own machine while you wait for them to replace yours might get tricky.

 

[iHorseHead]

Go into Find My… and select the MBP and erase it. Put a password on the new one.

As to the old one, they will probably file a claim with UPS and let them handle it.

How does a password protect you though?
You have to turn on FileVault. The password won't help you.

The password won't help you.
https://www.lifewire.com/create-new-admin-account-for-login-issues-2259976

And boom, you can change the password of the old admin account. I've tried it. The same goes for Windows.

 

[GoztepeEge]

I’ve asked for loaners, and at least in the US, they don’t have them. It could be different in Germany. I think they will give you a replacement machine from either the current crop, or a refurb of the most recent machines. I actually bought a loaner because the genius told me to, and returned it on the last day when my machine came back. The only problem I see there is if buying your own machine while you wait for them to replace yours might get tricky.

I assume they currently do not have an early 2015 MBP 13". However I am also a bit afraid of the term "refurbished" because it does not make me feel so happy, I do not know what happened with that refurbished device which they possibly offer to me.

Mine was in pretty decent condition, no scratch, no problem. Nothing, except the battery. But what about the refurbished device, for example? I just checked on the website that a M1-chipped base model, opened in November 2020 and then refurbished, is being sold for 220 Euro. This is really cheap, compared to new ones, however I have concerns about the overall PC condition as well.

 

[haginile]

Interesting experience, I did not know this option.
So you get 1 year old and refurbished MBP by paying the price for the battery only.

Now in my case, the price is calculated as 209 Euro for the battery replacement for my early 2015 MBP 13".
What would they give me if replacement unit is proceeded?

It was a rare case. They did it because they couldn’t restock the part for one to two months. So they gave me two options: 1) wait a month and they’ll waive the 200 dollar repair cost; 2) pay 200 dollars for the replacement unit. Naturally I chose the latter. I don’t think they’d do it if they have the parts readily available.

 

[GoztepeEge]

It was a rare case. They did it because they couldn’t restock the part for one to two months. So they gave me two options: 1) wait a month and they’ll waive the 200 dollar repair cost; 2) pay 200 dollars for the replacement unit. Naturally I chose the latter. I don’t think they’d do it if they have the parts readily available.

I got it right now. Actually they have the replacement parts for my computer, but the problem is, they do not have my computer 😅

I assume your case is not going to happen to me, as it seems a bit different than mine, because my device is lost.
If a replacement takes place, I hope they offer me a newly non-opened MBP, otherwise a refurbished one might be problematic for me. But who knows? We will see soon.

 

[cecil444]

Don't be silly. The terms of service explicitly states that Apple aren't liable for anything on his computer.

Don't be silly. The terms of service explicitly states that Apple aren't liable for anything on his computer.

Lol. Don’t be silly. Because terms of service can *never* be challenged in court?! 😂

 

[haginile]

I got it right now. Actually they have the replacement parts for my computer, but the problem is, they do not have my computer 😅

I assume your case is not going to happen to me, as it seems a bit different than mine, because my device is lost.
If a replacement takes place, I hope they offer me a newly non-opened MBP, otherwise a refurbished one might be problematic for me. But who knows? We will see soon.

My expectation is that you’ll get a 16 inch MacBook Pro tbh. I’ve had more than one replacement experience with apple over the years (the battery example is the latest and luckiest) and they’ve always given me the latest generation product. But obviously manage your expectations and keep us updated.

 

[posguy99]

Lawyer up and threaten to sue the pants off them. Seriously: if it’s lost then someone else could have your personal data in their hands due to apple’s gross negligence. That’s a huge liability for them. Get your lawyer to hold their feet to the fire — with a company that has as deep pockets as Apple you can practically name your price for the settlement.

I'd almost pay to be in the audience for that hearing. After the judge got done laughing at you...

 

[profcutter]

I got it right now. Actually they have the replacement parts for my computer, but the problem is, they do not have my computer 😅

I assume your case is not going to happen to me, as it seems a bit different than mine, because my device is lost.
If a replacement takes place, I hope they offer me a newly non-opened MBP, otherwise a refurbished one might be problematic for me. But who knows? We will see soon.

I wouldn’t worry about the refurbished thing. I’ve bought many refurbs from the Apple Store, I’ve never been burnt by a bad one. That is to say, at one point, after my display broke AGAIN on my 2012, they just pulled a 2013 out of the store stock, brand new in plastic, and gave it to me.

 

[fa8362]

Lol. Don’t be silly. Because terms of service can *never* be challenged in court?! 😂

Laugh all you want, but there is no case here beyond replacement of his laptop with equal value. That's what he lost and all he's entitled to.

 

[Bandaman]

Lol. Don’t be silly. Because terms of service can *never* be challenged in court?! 😂

They can't. It's explicit and has been for a very long time. There's nothing funny about it. There's zero case here. If you don't already have a back up of your data that's another problem entirely.

 

[GoztepeEge]

My expectation is that you’ll get a 16 inch MacBook Pro tbh. I’ve had more than one replacement experience with apple over the years (the battery example is the latest and luckiest) and they’ve always given me the latest generation product. But obviously manage your expectations and keep us updated.

But it is not fair, I guess. I would be happy if I am gifted with the 16” M1 Pro one, however my device was the base model early 2015 13”. Why do you think they will give me the highest level of the 2021 models?

I wouldn’t worry about the refurbished thing. I’ve bought many refurbs from the Apple Store, I’ve never been burnt by a bad one. That is to say, at one point, after my display broke AGAIN on my 2012, they just pulled a 2013 out of the store stock, brand new in plastic, and gave it to me.

I am kind of worrying about the refurbished devices. This is related with luck, I guess. We do not know what we will get with a refurbished device. It might be excellent, or it might be problematic. Nobody knows.
I hope I won’t be offered with a refurbished option.

 

[haginile]

Sorry I misread and thought you had 15 inch model. Yeah they’ll give you either the 13 inch or 14 inch. Depending on how much you originally paid.

But it is not fair, I guess. I would be happy if I am gifted with the 16” M1 Pro one, however my device was the base model early 2015 13”. Why do you think they will give me the highest level of the 2021 models?


I am kind of worrying about the refurbished devices. This is related with luck, I guess. We do not know what we will get with a refurbished device. It might be excellent, or it might be problematic. Nobody knows.
I hope I won’t be offered with a refurbished option.

So yeah

 

[profcutter]

But it is not fair, I guess. I would be happy if I am gifted with the 16” M1 Pro one, however my device was the base model early 2015 13”. Why do you think they will give me the highest level of the 2021 models?


I am kind of worrying about the refurbished devices. This is related with luck, I guess. We do not know what we will get with a refurbished device. It might be excellent, or it might be problematic. Nobody knows.
I hope I won’t be offered with a refurbished option.

The thing about apple refurbishing is that very little is left of the original machine. They’re not like Best Buy or something and just putting it back in a box. You get a new case, if there’s a problem with the display a new display, logic board, etc. You’re more likely to have a good refurb than a brand new machine, because apple doesn’t send the refurbs out without testing them.

 

[GoztepeEge]

The thing about apple refurbishing is that very little is left of the original machine. They’re not like Best Buy or something and just putting it back in a box. You get a new case, if there’s a problem with the display a new display, logic board, etc. You’re more likely to have a good refurb than a brand new machine, because apple doesn’t send the refurbs out without testing them.

Hmm, I got it. Then it sounds great, I had no idea how a refurbished device could be.

I first thought there may be some scretches or dents on the case, like we purchase a 2nd hand pc from eBay. But it is not like that as you said. Thanks for sharing this with me. Then I may also consider this, we will see..

 

[quasibinaer]

@op - I´ve had my macbook stolen from my car (in Germany, in broad daylight) and I know the worries you´re in. It did, however, have a password in place. It was later retrieved by law enforced in a raid, but the password held up enough to warrant a phone call asking me for it. 😅 I did my due diligence and gave it to them, subsequently.
If Apple needs to boot the OS for any reason - if only to check the new battery - a guest account is a good solution. This allows at least some diagnostics without exposing personal info. If the problem goes deeper, wipe it beforehand. The guys at the Genius Bar could have told you, they didn´t, you got unlucky.

As for the replacement - if you´re offered a base model 14" MBP, be happy. That´s a good deal, regarding what they lost. And if you´re smart, try and buy the upgrades you want on top. That´s fair towards Apple (albeit it´s their responsibility in the first place of course) and you´ll get a great laptop for cheap.

 

[watakoola]

Lol. Don’t be silly. Because terms of service can *never* be challenged in court?! 😂

No. Your data is your creation and your responsibility - No-one at Apple created your files. Apple warrants the hardware.

I had a customer purchase an Xserve (yes, this is many years ago!), but refused our proposed back-up system. The Xserve had a failure, and they lost their company data. They wanted to sue both us and Apple Computer for their data loss. Never happened - their own legal people advised them against such a pointless exercise, especially as THEY had refused any (written) advice regarding backup strategies. Data is the user/owner's responsibility.

One another point, it's often not possible for the user to perform a backup or wipe if their computer is unusable when they take it in for repairs. In the OP's case, he should remote wipe it, if possible.

 

[GoztepeEge]

@op - I´ve had my macbook stolen from my car (in Germany, in broad daylight) and I know the worries you´re in. It did, however, have a password in place. It was later retrieved by law enforced in a raid, but the password held up enough to warrant a phone call asking me for it. 😅 I did my due diligence and gave it to them, subsequently.
If Apple needs to boot the OS for any reason - if only to check the new battery - a guest account is a good solution. This allows at least some diagnostics without exposing personal info. If the problem goes deeper, wipe it beforehand. The guys at the Genius Bar could have told you, they didn´t, you got unlucky.

As for the replacement - if you´re offered a base model 14" MBP, be happy. That´s a good deal, regarding what they lost. And if you´re smart, try and buy the upgrades you want on top. That´s fair towards Apple (albeit it´s their responsibility in the first place of course) and you´ll get a great laptop for cheap.

I did not think of it, any guest account. I just deactivated the password and have given my device to the Apple genius bar. That was a bit nonsense, now I understand after you mentioned this. Why would they require my account to check the battery. I did not ask myself this question.

And additionally, yes if they offer me a replacement, I will surely try to upgrade it with fair costs. However I do not rely on the replacement for now, it might not be the case until they confirm “my device is lost” and “I am going to get a new device as replacement”. Hope this will be the case, unless my own device appears surprisingly.

 

[quasibinaer]

Legally, I am not sure. An Apple Store in Munich lost the laptop. German law applies to the situation, and I would not be able to answer how the BGB, or another piece of legislation, would regulate that.

German law - even though I´m not a lawyer - would ask for equal compensation. Since getting a replacement 2015 MBP is a bit silly, they would probably ask Apple to come forward with an offer. If that is accepted, all good. If not, negotiations take place. And since lawyers (by the hour) are more expensive than laptops, there will be some wiggle room for everyone to be happy.

 

[watakoola]

And additionally, yes if they offer me a replacement, I will surely try to upgrade it with fair costs. However I do not rely on the replacement for now, it might not be the case until they confirm “my device is lost” and “I am going to get a new device as replacement”. Hope this will be the case, unless my own device appears surprisingly.

Putting my Ex-Apple hat on again, I would offer you a 'loan' machine until the situation is sorted, with the proviso you may take a day (or more) to set it up only to have the original situation resolved the next day. Customer service is critical here - Apple's chosen freight company lost your device so, in fairness, Apple should assist you to continue working.

 

[GoztepeEge]

Putting my Ex-Apple hat on again, I would offer you a 'loan' machine until the situation is sorted, with the proviso you may take a day (or more) to set it up only to have the original situation resolved the next day. Customer service is critical here - Apple's chosen freight company lost your device so, in fairness, Apple should assist you to continue working.

Thanks for your comment. I might ask them for a loan or replacement, when I get to the store this week. I do not want it for personal reasons, it is extremely needed for my job and education. I hope they do not deny me and these reasons, because I am trying to find an optimal solution for now, until they offer me an eventual solution like either a new MBP or finding my own MBP, or a refurbished one, whatever it is. But at least a loaner machine saves my life right now.

 

[profcutter]

I’m not sure what your university is like, but US universities have machines you can check out from the library or IT services. It’s not ideal, but if you’re in a bind, you could check one out and get a flash drive to save your info, often the library has them for sale as well. This might be a good stopgap while you wait for a resolution, so you don’t miss any more deadlines. My old PhD adviser had worked at Tubingen, and went back to Germany, but that’s all I know about German universities.