Apple service provider asks me to keep my laptop with them and wait 2 months to get my manufacturing

[smsmdida]

Hello,

I have a macbook pro min 2014

my screen has the famous manufacturing defect coating problem and started to get scratches

i'm in Egypt so we don't have Apple store only Authorized service providers that presents Apple in our country

when i went to the service provider they asked me to keep my laptop with them and they order my new screen and replace the old one for me

that takes 2 months to get the new screen on hand !!!!

the problem here that Egypt has a customs system that delay anything delivering time

i asked them to order my new screen, keep my laptop with me that i can do my work on it and when the screen is with the service provider i'll give them my laptop to replace it

but why i should keep my laptop with them until the screen shipped and reach it's destination(AASP) !!!

i talked with a phone advisor in MENA region and she told me there is no way rather than keeping my laptop with the service or i can travel to a county that has Apple store to fix it in short time (2-3 days),, really !! i have to travel to get my laptop fixed !

i don't care about the time i'm only care about my laptop i'm a IOS mobile apps developer i can't do any work unless i have a mac book !

I need help from apple with this issue and the chat support told me that they scheduled a call on sat from another office than MENA office !
but no any solution for my problem till now

 

[smallcoffee]

Hello,

I have a macbook pro min 2014

my screen has the famous manufacturing defect coating problem and started to get scratches

i'm in Egypt so we don't have Apple store only Authorized service providers that presents Apple in our country

when i went to the service provider they asked me to keep my laptop with them and they order my new screen and replace the old one for me

that takes 2 months to get the new screen on hand !!!!

the problem here that Egypt has a customs system that delay anything delivering time

i asked them to order my new screen, keep my laptop with me that i can do my work on it and when the screen is with the service provider i'll give them my laptop to replace it

but why i should keep my laptop with them until the screen shipped and reach it's destination(AASP) !!!

i talked with a phone advisor in MENA region and she told me there is no way rather than keeping my laptop with the service or i can travel to a county that has Apple store to fix it in short time (2-3 days),, really !! i have to travel to get my laptop fixed !

i don't care about the time i'm only care about my laptop i'm a IOS mobile apps developer i can't do any work unless i have a mac book !

and if i don't have my laptop i'll get fired !

I need help from apple with this issue and the chat support told me that they scheduled a call on sat from another office than MENA office !
but no any solution for my problem till now

At least they are willing to talk to you about it - try doing this same thing with another computer manufacturer.

But with that aside, you have a totally reasonable request and I think you’ll arrive at a desirable solution. To be honest, let this be a lesson (I don’t mean this in a bad way) to try to avoid ever being in a position where if you lose your laptop you’ll lose your income. At least it wasnt stolen or dropped or something catastrophic.

 

[smsmdida]

At least they are willing to talk to you about it - try doing this same thing with another computer manufacturer.

But with that aside, you have a totally reasonable request and I think you’ll arrive at a desirable solution. To be honest, let this be a lesson (I don’t mean this in a bad way) to try to avoid ever being in a position where if you lose your laptop you’ll lose your income. At least it wasnt stolen or dropped or something catastrophic.

my laptop is working and i can use it, just the screen has the famous coating defect and it should be replaced before it's become very scratchy
and off course i have a back up of my work
but the problem is i can't afford to buy a new one during this current one's screen replace

 

[tobefirst ⚽️]

I agree that you have a totally reasonable request.

That being said, if this is your livelihood, then you also need to have a way to do your job even if your main computer goes down. Professional photographers always carry two cameras to their shoots for this reason.

 

[smsmdida]

I agree that you have a totally reasonable request.

That being said, if this is your livelihood, then you also need to have a way to do your job even if your main computer goes down. Professional photographers always carry two cameras to their shoots for this reason.

i'm not talking about my issue with my work
it's not the main subject here
the problem is Apple don't support many countries with Apple stores
and their service provider don't care about clients and have a very weird policies !!
and off course i can buy another laptop but why !!! the main thing here is why !

 

[smallcoffee]

i'm not talking about my issue with my work
it's not the main subject here
the problem is Apple don't support many countries with Apple stores
and their service provider don't care about clients and have a very weird policies !!
and off course i can buy another laptop but why !!! the main thing here is why !

Well, to be completely honest the reason that there aren’t Apple stores throughout Egypt is that it has previously been unstable. I hope things change and you get more Apple stores!

 

[mtneer]

Maybe they don't want to be stuck with an extra screen they've ordered if you choose not to show up in 2 months. Maybe you should talk to a supervisor or manager at the service center and offer to put down a deposit or some other guarantee besides them holding on to your laptop?

 

[smsmdida]

Well, to be completely honest the reason that there aren’t Apple stores throughout Egypt is that it has previously been unstable. I hope things change and you get more Apple stores!

Yes i know that, but at least apple should make an exception for EG customers of the policy that said i should keep my laptop with the repair agent
[doublepost=1518795930][/doublepost]

Maybe they don't want to be stuck with an extra screen they've ordered if you choose not to show up in 2 months. Maybe you should talk to a supervisor or manager at the service center and offer to put down a deposit or some other guarantee besides them holding on to your laptop?

it's covered free repair due to manufacturing defect

 

[smallcoffee]

Yes i know that, but at least apple should make an exception for EG customers of the policy that said i should keep my laptop with the repair agent

I don’t disagree! I hope they see your predicament[/QUOTE]

 

[tobefirst ⚽️]

i'm not talking about my issue with my work
it's not the main subject here
the problem is Apple don't support many countries with Apple stores
and their service provider don't care about clients and have a very weird policies !!
and off course i can buy another laptop but why !!! the main thing here is why !

I understand you and agree with all of your points. For personal/amateur use.

For professional use, you either have to have a backup or be comfortable with being without your equipment while it gets fixed.

I still agree with all your points.

 

[jerryk]

I find their request to hold your system to be crazy. I would never let Apple hold a working system waiting for parts. The lack of parts to perform the repair is their problem, not mine.

I would go with option 2, and take a 2 or 3 day holiday to somewhere were they could quickly replace the screen. You shouldn't have to do this, but if those are the two options, that is the one I would select.

 

[Maxx Power]

Strange that this is the case in Egypt. I did not have a problem in Northa America. I had the same issue and the service provider even advised me to stay put until he gets a new screen in. All I needed was to take a picture with my cellphone to show the delamination issue. My service provider did not want to hold onto my laptop unless it was absolutely necessary.

 

[jerryk]

My service provider did not want to hold onto my laptop unless it was absolutely necessary.

And who can blame them. If it is damage will in their care, they owe you a replacement system.

 

[DeltaMac]

Maybe the service provider has had bad experiences with ordering parts, then have a long delay until that system was brought in for the actual repair - or the customer had simply forgot about the repair. The provider would have a cutoff point on the date when they would be required to return the part to Apple. The shop would lose their reimbursement for the repair if a good part is returned.
I would suggest that you offer a deposit - maybe 25% of the value of the display.
And, you would get the deposit back when the warranty repair is completed, or when you return the system for the repair, or some other agreement that you can make that suggests to the shop that you think the repair has some value.
That would show your commitment to supporting the repair (you really do want the repair!)
Yes, the repair should be at no charge to you, but a deposit will show the shop that you are willing to make a sacrifice. Maybe the shop will make an exception in your case.

 

[SteveJUAE]

i'm not talking about my issue with my work
it's not the main subject here
the problem is Apple don't support many countries with Apple stores
and their service provider don't care about clients and have a very weird policies !!
and off course i can buy another laptop but why !!! the main thing here is why !

Whilst I sympathise I fail to understand why your not surprised with local apple retailers authorised or not

Unlike many postings here about apple services in USA, UK and a few other countries once there is no official store the level of service drops off rapidly

Your lucky they are even talking to you especially if you did not buy it from them or was an import or from a grey store etc

I have found this in the middle east and other countries and you even see postings from North European countries too and its nothing to do with politics etc

Even if you can find a friend who is flying to any neighbouring countries its unlikely they would have a fast turn around like USA

If speed is essential then see if you can strike a deal on a trade in best of luck

 

[smsmdida]

Maybe the service provider has had bad experiences with ordering parts, then have a long delay until that system was brought in for the actual repair - or the customer had simply forgot about the repair. The provider would have a cutoff point on the date when they would be required to return the part to Apple. The shop would lose their reimbursement for the repair if a good part is returned.
I would suggest that you offer a deposit - maybe 25% of the value of the display.
And, you would get the deposit back when the warranty repair is completed, or when you return the system for the repair, or some other agreement that you can make that suggests to the shop that you think the repair has some value.
That would show your commitment to supporting the repair (you really do want the repair!)
Yes, the repair should be at no charge to you, but a deposit will show the shop that you are willing to make a sacrifice. Maybe the shop will make an exception in your case.

i'll try to do that in my next call with apple support
[doublepost=1518821989][/doublepost]

Whilst I sympathise I fail to understand why your not surprised with local apple retailers authorised or not

Unlike many postings here about apple services in USA, UK and a few other countries once there is no official store the level of service drops off rapidly

Your lucky they are even talking to you especially if you did not buy it from them or was an import or from a grey store etc

I have found this in the middle east and other countries and you even see postings from North European countries too and its nothing to do with politics etc

Even if you can find a friend who is flying to any neighbouring countries its unlikely they would have a fast turn around like USA

If speed is essential then see if you can strike a deal on a trade in best of luck

they are authorized service provider they committed to help me with my issue according to Apple
and my problem isn't the time, it's that they are asking me to keep my laptop with them until the part arrive !

 

[SteveJUAE]

they are authorized service provider they committed to help me with my issue according to Apple
and my problem isn't the time, it's that they are asking me to keep my laptop with them until the part arrive !

The problem is time as other locals would spin the repair around in days so your laptop would only be out for a limited period

Anyone who's revenue is dependent on a single laptop is asking for trouble

Unfortunately you have exposed yourself to this risk and you may of faired better had you been in the US or UK for example but your local dealers policies are what they are

The bottom line is you need a contingency plan now and for the next repair or failure

 

[smsmdida]

The problem is time as other locals would spin the repair around in days so your laptop would only be out for a limited period

Anyone who's revenue is dependent on a single laptop is asking for trouble

Unfortunately you have exposed yourself to this risk and you may of faired better had you been in the US or UK for example but your local dealers policies are what they are

The bottom line is you need a contingency plan now and for the next repair or failure

you'r right i'm buying a new laptop now, but i won't give the service provider my laptop too
i'm talking to apple agents everyday to get this solved
i'm taking about their logic not my own problem

 

[SteveJUAE]

you'r right i'm buying a new laptop now, but i won't give the service provider my laptop too
i'm talking to apple agents everyday to get this solved
i'm taking about their logic not my own problem

Well done

Agreed keep trying whilst your working is best

Good luck