Apple Repairs Must Be In-store

[MacProFCP]

I have an M1 iMac. After spending far too long on the phone with Apple Care, they fininally agreed it was a hardware issue.

Despite Apple's advertising mail-in and on-site options, Apple refuses to allow either and is only willing to schedule in-store repairs. I feel this is a bait-and-switch and don't believe it is right to force me to spend hours driving to the store, waiting in line and then redoing all the diagnosis when I could spend less than five minutes packing this in a box.

It's really not right.

 

[MRMSFC]

I agree, I had to reinstall MacOS on my machine when it glitched during an update and the recovery screen wouldn’t even work.

I was told to bring my laptop into an Apple Store, which was at least a four hour drive away, and the nearest certified repair shop was three hours away.

Luckily I was able to do a factory reset using my mom’s MacBook Pro, but if I hadn’t had that resource I’d be screwed.

This is why right to repair is very important.

 

[MacProFCP]

I agree, I had to reinstall MacOS on my machine when it glitched during an update and the recovery screen wouldn’t even work.

I was told to bring my laptop into an Apple Store, which was at least a four hour drive away, and the nearest certified repair shop was three hours away.

Luckily I was able to do a factory reset using my mom’s MacBook Pro, but if I hadn’t had that resource I’d be screwed.

This is why right to repair is very important.

It's really screwing the customer. I'm surprised there isn't a crackdown from the FTC.

 

[jz0309]

I have an M1 iMac. After spending far too long on the phone with Apple Care, they fininally agreed it was a hardware issue.

Despite Apple's advertising mail-in and on-site options, Apple refuses to allow either and is only willing to schedule in-store repairs. I feel this is a bait-and-switch and don't believe it is right to force me to spend hours driving to the store, waiting in line and then redoing all the diagnosis when I could spend less than five minutes packing this in a box.

It's really not right.

So you have AC+? What does that agreement say?
I have AC+ for my MBA but honestly never read it with regards to where repairs are done, in store only sure does not sound right

 

[misterlwc]

Apple try to prioritise in-store troubleshooting as it's much more cost effective for Apple. In-store software/firmware troubleshooting can be carried out to isolate the issue. In-store the technician will attempt to run in-depth diagnostics, verify the issue is not a user error, may attempt to reinstall Mac OS, and perform firmware troubleshooting via a Revive/DFU Restore, via another Mac, including for power issues. If unsuccessful the retail employee will depot the Mac which essentially is the same as a Mac mail-in with Apple Support over the phone. With Mac Mail-In/Depot it is sent to an authorised repair partner, determined by the model/issue, which will cost Apple a lot more, a flat rate, which Apple covers the cost of if covered by warranty or AppleCare. Therefore if it is an issue which can be resolved in-store, such as a software/firmware/usage/environmental issue, Apple will not have to pay a flat rate to the repair partner if it is resolved in store, otherwise if the store technician has verified the issue as hardware, the depot is required at that flat rate. A high percentage of referred cases to Apple Stores from Apple Support classified as hardware issues, can be resolve by software or firmware (with another Mac or equipment not accessible by the end-user) without actually requiring a hardware repair, therefore Apple can save hundreds by not sending to the repair partner which charges a flat rate fee for service no matter if hardware/software/firmware. It may also save the end-user time if the Mac isn't required to be sent out of country for two weeks and can be resolved in a day, in a store.

When I had an issue with my Mac, I was referred to an Apple Store, firmware was attempted first, which appeared to work, although it failed an in-store diagnostics, therefore it was a "depot repair/mail in-repair" from the Apple Store, as per the paperwork I received the flat rate charge was over £500 which was thankfully covered by my AppleCare and it was sent to a company in the Czech Republic from the Apple Store in the UK to perform this repair. Therefore I done my research and discovered how the process works.

All Apple Stores do have repair rooms and perform in-store repairs, although this is reversed for desktop Macs, which are not easily shipped, and Mac models classified as vintage, if parts are still available in the store.

 

[MacProFCP]

So you have AC+? What does that agreement say?
I have AC+ for my MBA but honestly never read it with regards to where repairs are done, in store only sure does not sound right

Verified that, at least for iMac, there is no other option other than in-store.

Total BS.

 

[MacProFCP]

Apple try to prioritise in-store troubleshooting as it's much more cost effective for Apple. In-store software/firmware troubleshooting can be carried out to isolate the issue. In-store the technician will attempt to run in-depth diagnostics, verify the issue is not a user error, may attempt to reinstall Mac OS, and perform firmware troubleshooting via a Revive/DFU Restore, via another Mac, including for power issues. If unsuccessful the retail employee will depot the Mac which essentially is the same as a Mac mail-in with Apple Support over the phone. With Mac Mail-In/Depot it is sent to an authorised repair partner, determined by the model/issue, which will cost Apple a lot more, a flat rate, which Apple covers the cost of if covered by warranty or AppleCare. Therefore if it is an issue which can be resolved in-store, such as a software/firmware/usage/environmental issue, Apple will not have to pay a flat rate to the repair partner if it is resolved in store, otherwise if the store technician has verified the issue as hardware, the depot is required at that flat rate. A high percentage of referred cases to Apple Stores from Apple Support classified as hardware issues, can be resolve by software or firmware (with another Mac or equipment not accessible by the end-user) without actually requiring a hardware repair, therefore Apple can save hundreds by not sending to the repair partner which charges a flat rate fee for service no matter if hardware/software/firmware. It may also save the end-user time if the Mac isn't required to be sent out of country for two weeks and can be resolved in a day, in a store.

When I had an issue with my Mac, I was referred to an Apple Store, firmware was attempted first, which appeared to work, although it failed an in-store diagnostics, therefore it was a "depot repair/mail in-repair" from the Apple Store, as per the paperwork I received the flat rate charge was over £500 which was thankfully covered by my AppleCare and it was sent to a company in the Czech Republic from the Apple Store in the UK to perform this repair. Therefore I done my research and discovered how the process works.

All Apple Stores do have repair rooms and perform in-store repairs, although this is reversed for desktop Macs, which are not easily shipped, and Mac models classified as vintage, if parts are still available in the store.

When you buy a product with a warranty, having to spend hours and hours of time for the company that sold the defective product should not expected.

Let the customer ship the unit and then do all the diagnosis you want. It is unacceptable to expect a customer to spend 4 - 5 hours just to get a unit diagnosed.

 

[Spaceboi Scaphandre]

I have an M1 iMac. After spending far too long on the phone with Apple Care, they fininally agreed it was a hardware issue.

Despite Apple's advertising mail-in and on-site options, Apple refuses to allow either and is only willing to schedule in-store repairs. I feel this is a bait-and-switch and don't believe it is right to force me to spend hours driving to the store, waiting in line and then redoing all the diagnosis when I could spend less than five minutes packing this in a box.

It's really not right.

What is it with iMacs and Apple refusing to fix them? Ever since Linus had that iMac Pro that broke bad Apple refused to fix it even though they were willing to pay, that they had to go to Louis Rossmann to get it fixed.

 

[SDRLS]

I agree, I had to reinstall MacOS on my machine when it glitched during an update and the recovery screen wouldn’t even work.

I was told to bring my laptop into an Apple Store, which was at least a four hour drive away, and the nearest certified repair shop was three hours away.

Luckily I was able to do a factory reset using my mom’s MacBook Pro, but if I hadn’t had that resource I’d be screwed.

This is why right to repair is very important.

went to the Apple Store the day After Sonoma came out my M2 trackpad's click and usb both stopped working. They told me they weren't able to work on machines with Sonoma yet, and I would have to send it in. Back in the day that would NEVER have happened. I remember back when no matter what device you had. There was the hard drive with all the installers on it that they would plug in, and within an hour or two you were walking out with a fresh install, your machine fixed, and all your data.

I ended up going to BestBuy. buying another Mac, using Target mode and fixing it myself. Took all of 15 minutes. Why they couldn't do it in store is beyond me.

 

[Jay Tee]

I ended up going to BestBuy. buying another Mac, using Target mode and fixing it myself. Took all of 15 minutes. Why they couldn't do it in store is beyond me.

If you've got a common problem, AppleCare will sort you out in no time at all, but if it's a quirky one, you'll need a way to observe errors by closing the feedback loop; otherwise it's a trial-and-error remedy using the internet.

Having another Mac handy is strongly advisable: it's so much easier, both, for AppleCare, and for you, to quickly identify any niggles the other, problematic, system may have. Two Macs help you close the feedback loop, and locate errors easier.

The same thing goes for PCs.

It would be cool if Apple could get our iPhones or iPads to observe error messages from the Macs though !

 

[MacProFCP]

If you've got a common problem, AppleCare will sort you out in no time at all, but if it's a quirky one, you'll need a way to observe errors by closing the feedback loop; otherwise it's a trial-and-error remedy using the internet.

Having another Mac handy is strongly advisable: it's so much easier, both, for AppleCare, and for you, to quickly identify any niggles the other, problematic, system may have. Two Macs help you close the feedback loop, and locate errors easier.

The same thing goes for PCs.

It would be cool if Apple could get our iPhones or iPads to observe error messages from the Macs though !

what would be really great is if Apple offered support like they used to, with mail-in options and product specialist availability.

 

[SDRLS]

If you've got a common problem, AppleCare will sort you out in no time at all, but if it's a quirky one, you'll need a way to observe errors by closing the feedback loop; otherwise it's a trial-and-error remedy using the internet.

Having another Mac handy is strongly advisable: it's so much easier, both, for AppleCare, and for you, to quickly identify any niggles the other, problematic, system may have. Two Macs help you close the feedback loop, and locate errors easier.

The same thing goes for PCs.

It would be cool if Apple could get our iPhones or iPads to observe error messages from the Macs though !

It was a simple OS install issue. The Broadcom drivers didn’t install so there was no WiFi. And the USB’s wouldn’t let anything connect. That’s the same issue some of those same model MBA’s had with Big Sur, and Ventura. So it’s not like it’s not a documented ‘bug’. And with no optical drive well…….

And “have another Mac” is a cop out for Sh$t customer service. How elitist! That’s not exactly a selling point if you are trying to convince someone to switch over from the Windows ecosystem. “Hey come over to Apple. Caveat.. you need multiple machines if you ever have something go wrong”. lol

There is absolutely ZERO reason an Apple Store should not be able to do a restore a day after a major OS release.

Oh and btw, I have multiple Mac’s. I wasn’t at home, nor was I about to fly home just to fix something that should have been done easily in store.