M1 MacBook Air - Apple Support Poor

[jaze22]

I purchased my M1 MacBook Air in February 2021. Straight out of the box it was wobbly on a desk. I thought I would get something done about it when the Apple stores reopen due to covid restrictions.

Today I finally took it into an Apple store and they verified the wobble. I had backed up the machine, and was expecting them to try and repair in store, or offer a replacement. Instead the only option I was given was to send it away for 7-10 days for a repair. I explained this is my development machine (I code) and that the only reason it wasn't returned on day one was because the stores were all closed.

In the end I returned home with my laptop.

I have tried repeatedly to chat/telephone with someone in support via the Apple website but always get an error:

We’re Sorry.​

We are unable to complete your request at this time. Please try again or come back later.

69be8c7f-60fc-4cb6-9311-71697094c2cf

 

[leman]

First of all, I am sorry to hear about your bad experience. However, I also have to say that I am a bit confused by what your expectations are exactly. If I understood you correctly, you have been using the machine for almost nine months without reporting the issue to Apple, but still expect them to give you a refund? I think already the offer to have it repaired for free is a sign of great service, most places wouldn't do it for a minor cosmetic issue — after all, if you were able to use it for nine months, they could argue that it's not that bad. Shame about not being able to access the hotline of course, but downtimes happen. Anyway, what do expect they will tell you? The most that can happen is that they offer you to send the computer in for repair, that is. Final note: dealign with downtime is your problem. Apple is not obliged to provide you with a replacement machine while yours is being repaired. That is not "bad service". It's common practice. If you need to secure your ability to do the job you need to buy a premium support contract from a third-party (which includes replacements machines, priority service etc.)

 

[jaze22]

There are lots of cases of M1 MacBook Airs which wobble on a flat surface. If the Apple store was not closed due to covid at the time, I would have returned it for an exchange or refund and buy elsewhere rather than wait 10 days.

 

[Mlrollin91]

There are lots of cases of M1 MacBook Airs which wobble on a flat surface. If the Apple store was not closed due to covid at the time, I would have returned it for an exchange or refund and buy elsewhere rather than wait 10 days.

Even with Apple Stores being closed, AppleCare was open. You should have contacted support the day you got the device and noticed the issued, at minimum within 14 days (the return window). You could have contacted them via phone, chat or even the support app. Without any paper trail that you had the issue on day one, Apple has no incentive to believe you. I'm sorry you are having issues with your device, but this is no way Apple's fault and it is not "poor service." If you had made this post within 14 days of purchase and Apple was refusing a refund or replacement, then that would be an issue.

 

[chabig]

There are lots of cases of M1 MacBook Airs which wobble

Often, you can fix that yourself. Loosen the bottom screws just a bit, place the machine down on a flat surface and press down on the high corners, then tighten the screws.

 

[darngooddesign]

There are lots of cases of M1 MacBook Airs which wobble on a flat surface. If the Apple store was not closed due to covid at the time, I would have returned it for an exchange or refund and buy elsewhere rather than wait 10 days.

Next time you can arrange a return via mail; just call them. Apple will send you a box and a postage-paid label.

 

[cmaier]

There are lots of cases of M1 MacBook Airs which wobble on a flat surface. If the Apple store was not closed due to covid at the time, I would have returned it for an exchange or refund and buy elsewhere rather than wait 10 days.

You could have returned it to apple even when the stores were closed. You chose to keep using it. They say they’ll repair it. You aren’t entitled to anything more than that.