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Brand new MBP 16" motherboard toast help!
- Thread starter ianh44
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I agree, I am a big fan of B&H and Adorama for photographic stuff, but not computers.
I did once buy a MacBook from B&H before I realized what their return policy is on computers. Fortunately I did not have any problems, but will never do so again. Likewise Amazon. I assume their return policies on computers is like this because they have been burned.
Saying this doesn't help OP, but might forewarn others reading this thread. Strongly suggest do not order computers from B&H or Adorama or Amazon! Their return policies only allow returns of sealed unopened computers, or words to that effect. At least make sure the savings are substantial enough, as it is essentially nonreturnable for any reason.
Amazon:
"New desktop, laptops, or tablets (excluding Kindle E-readers and Fires) purchased from Amazon.com that didn't start when they arrived, arrived in damaged condition, or is still in an unopened box can be returned"
B&H:
Nonreturnable Items:
- Opened computers and computer software — original packaging cannot be unsealed
Following items cannot be returned once opened
Software, Film, Paper, DVDs, Bulbs, flash tubes, Batteries, Ink cartridges, Notebooks, Netbooks, Tablets, iPads and Computers
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It's because they contract other companies to make the products for them. If it was in house, they'd be able to solve the OP's issue fairly quickly. Instead, they need to call the company who makes the laptop... then they contact the motherboards supplier... and so on and so forth. In house = no need to call a contractor, no need to wait. Probably has a lot of politics involved as well, which is why they still don't do in house... because they sure as hell have the budget for it.
it's not always about the finances. There could be a legal aspect to it too. Apple probably just doesn't want to deal with the legal aspect of returns and just wants to have this burden put off to someone else.
This is hugely frustrating... but given the global shortages of parts AND the fact you purchased a custom configuration of Apple's highest-end laptop? It's not too surprising they can't give you immediate turn-around with a replacement here.
I remember back when Apple first released the "unibody" Macbook Pro with the Intel processor for the first time. I had to wait months to receive the one I ordered, and then it arrived completely DOA. Wouldn't even power on at all! Took Apple at least 2 weeks to get me a replacement for it, too, because demand so far exceeded the initial supply.
When you ask how Apple became the "world's biggest company" with this kind of service? Don't forget they make the lion's share of money on the phones, tablets, streaming media and cheaper Macs. The high-end "Pro" machines have always been more of a niche for them. Expensive, but low volume sales and not much inventory on-hand beyond exactly what's been pre-paid to order from them.
If Apple are going to make and sell very high end laptops to professional customers they have an absolute responsibility to ensure they have parts available to service and repair them in reasonable time during the warranty period. I am now looking at more than two months for repair of a brand new machine, with no guarantee even that will be adhered to. My local Apple dealership shrug and say sorry, there's nothing we can do, we don't have any answers - we're expecting the parts in March or April.
This makes the warranty not worth the paper it is printed on. Awful, awful customer service.
This makes the warranty not worth the paper it is printed on. Awful, awful customer service.
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ah yes: its capitalism at its best, you want to be an early adopter of new generation of sought after tech sometimes you will get stung:
maybe wait for a fair few months AFTER release in future to ensure that during a global chip shortage your very specific needs can be met when buying a high spec system that is in super HIGH DEMAND! >
ie: i want it replaced right NOW under warranty, and because apple can't fix it right NOW I am going to jump up and down and frown!
poor poopykins>
FYI I see my other post. I am having a similar issue and its been escalated to apple care team... TODAY they told me I might not get my computer back or a replacement until April. Supply chain issue they said. They also searched nation wide and said there is not one available. I offered to take a different configuration or color and pay any differences they said none available.
Apple doesn't manufacture anything. Foxconn does. So repairing a Mac with a completely unified memory and storage means internals can only be replaced. Do you think Apple in various countries has service centers stocked with SOC's and motherboards?? The only way Apple can repair your Mac is to completely replace it or completely replace the internals which I don't see how they can do unless Foxconn will make these types of repairs. My instinct tells me that Apple just recycles bad units and simply replaces defective units that are fairly new with a completely new unit instead of repair.
All of the above means that since BTO units are taking about 2 months for delivery that you will have to wait until Apple can get a replacement unit to you. It seems you got this at Adorama which is not a good choice for Apple products in my personal experience. If you have problems 3rd party sellers are not as helpful as Apple.
Good Luck in any case as you should not be in this position and I feel for you!!
All of the above means that since BTO units are taking about 2 months for delivery that you will have to wait until Apple can get a replacement unit to you. It seems you got this at Adorama which is not a good choice for Apple products in my personal experience. If you have problems 3rd party sellers are not as helpful as Apple.
Good Luck in any case as you should not be in this position and I feel for you!!
I too was a B&H customer. Today they are a disaster. They promise to ship, and they don't. They take forever, if at all, answering a customer service email. They do not answer the phone, you can wait more than an hour. They promised call back does not happen.. Only thing they understand I a credit card chargeback. Will not risk buying anything valuable that may require a return from them.
Customers don't care who actually manufactures the laptop. Apple's logo on the laptop. Customers just want the laptop back within a week of repair so why would customers care about the background circumstances?
Professionals who cannot afford downtime will think twice about buying the new laptops so early.
Actually customers do care where their laptop is made. That is NOT the point though.
The point is because of how it is made(unified system) and where it is made(supply chain far away) getting repairs are going to be slow. If you care about getting your laptop fixed in a week right now because of the high demand and supply chain issues and distance make it pretty hard to get a MBP M1 fixed inn a week or less unless it is simply replaced by something in stock!
This is why the interned is awesome! If someone were sitting next to the person venting about their brand new, 6K lemon laptop and someone said this it might... escalate. Luckily, on the internet better angles prevail and the initial visceral reaction is avoided.
OP, I am sorry for your trouble, and any of us could just as easily be in your shoes. I've bought many Apple laptops over the years, and about 20% of them have had to have logic or motherboards replaced — it's the standard Apple solution! That is why I think AppleCare is mandatory on any laptop from Apple.
I think half of your trouble is that you bought it from Adorama. They provide zero value and are essentially the GrubHub of MacBook Pro resellers. I'm going to follow this thread and see how this works out for you, because next week it could be me.
I think half of your trouble is that you bought it from Adorama. They provide zero value and are essentially the GrubHub of MacBook Pro resellers. I'm going to follow this thread and see how this works out for you, because next week it could be me.
Got a random call today that I was not expecting my computer is back and fixed. They replaced the Logic Board.
It sounds you have senior supervisors looking into this — how is this awful customer service? The supply chain issues are causing problems everywhere — I have a neighbor that waited 6+ months to get their Tesla back because it needed a specialized part that wasn’t readily available. Tesla isn’t run by idiots — they just ran into supply problems.
It’s unfortunate for anyone to have to go through these challenges. On a side note, I have ordered Macs from B&H before (similar to Adorama), but won’t anymore. I had some issues and, even though they were simply fixes, the process of getting them resolved was not worth the hassle. I would either purchase locally or direct from Apple.
You're very lucky. Latest update... after telling me they couldn't replace my Mac and would refund the purchase, I bought a replacement which is currently being shipped to South Africa... then 3 days later they did an about turn and said they would not be refunding me, and that they never said that... and that a new logic board had arrived in Amsterdam and would be expedited the same day to South Africa to complete the repair.
That was just under 2 weeks ago... Apple South Africa currently still have no idea where the logic board is and Jim Crickard from Apple Executive Relations "remains committed to bringing my case to a resolution."
Laughable, despite my sense of humour failure.