Replacements are only available for custom units, that said I might understand the ambiguity of some people not having been made aware of this possibility; it seems not many people ask for replacements (instead of normal returns), therefore it could be that some less experienced support agents are not familiar with such a workflow.Just to add a different perspective, when I called back Apple back in May and asked for a replacement I was told that I had to send it in or take it to an Apple Store for diagnosis. When I took it to the Apple Store (which was too loud to do any kind of diagnosis), I asked for a replacement and was told they couldn’t do a replacement for a unit that has replaceable parts. Since they didn’t know what parts to replace or how long they would take to arrive I opted to return it on the spot as it was still in the 14 day window.
I’m just one data point, but getting a replacement seems to be more dependent on a generous customer service rep than a universal policy (unless things have changed since May). I had a BTO Studio Max.
In my case it was a godsend, as I wouldn't have been able to work if I couldn't have kept the mac I was replacing.
At a lower cost, I might have tolerated the whine, but at 5600€ I demanded a perfect unit.
If you purchase one of the standard configurations you find on the apple store you can only return it within 14 days and order a new unit alltogether (with all the trouble that comes with).
I'm now in the rather funny situation of having 11200€ worth of mac studios in my house, which feels weird.
Won't last long, though, as I'm sending my previous unit back this monday.
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