Please Help: AppleCare Protection Plan for Mac

[j_123]

Hi All,

I was wondering if you could shed light on the following:

After discussing with the Apple genius bar tech guy in store, the problems I am facing with the macbook pro retina he asked me to use it as I normally would, so I did and a few moments later he saw, touched and heard the overheating issues I was explaining to him just moments before.


I have the Apple care protection plan and well instantly he started writing some notes on his iPad and then sent me out a 'work authorisation' email stating the work which needs to be carried out for the repair. He then mentioned that it will be ready between 3 to 5 working days.


At this point he had taken my macbook pro and placed it in the back repair office in store. I shook his hand and said thank you and went on by my business.


From this point on what can stop this repair taking place? bearing in mind the work authorisation email has been sent and the customer is under the full impression that the work stated on the email is going to take place to rectify the existing issues.


All help is much appreciated.
Thanks

J


MacBook Pro with Retina display, OS X El Capitan (10.11.3)

 

[T5BRICK]

That's a pretty open question. What are you worried about?

 

[JTToft]

From this point on what can stop this repair taking place?

- An asteroid impact in the general area, for one.

Seriously, though, if they say they're going to repair it, they are.

 

[MagicBoy]

1) The provisional IRA resuming their London bombing campaign in the vicinity of the store.
2) Alien invasion (see various Doctor Who episodes).
3) Apple going bankrupt overnight.
4) Tim Cook making a surprise visit to that store.
5) Workmen cutting through power cables to the store
6) The store burning down (also see points 1 and 2 above)

I'll sleep on it, give you some more tomorrow.

 

[MetalCores]

If your worried about it not being covered under apple care I would not worry about that. Unless the computer has water damage or some other type of damage to it they are going to cover the repair.

 

[maflynn]

From this point on what can stop this repair taking place? bearing in mind the work authorisation email has been sent and the customer is under the full impression that the work stated on the email is going to take place to rectify the existing issues.

I'd not worry about Apple denying the work effort, they really do have a good track record and I think you're working yourself up over a non-issue.

 

[j_123]

Hi All,

Thank you for the reply. I ask this question to find out if there is anything stated in their Apple Retail UK Limited Repair Terms and Conditions that states after a customer has been given a formal 'repair authorisation' notice via email, is there anything that could cancel out this repair?

This is a situation that has happened with me so this is why I am seeking any help or advice on this matter. I to would have though that once I had received this repair authorisation email that my MBP was under going a repair but in this instance this had not been the case.

I might have missed something in their service terms and conditions but having read through it all I am unable to find anything relevant to any authorised repairs being cancelled.

all help is much appreciated.

regards
J

 

[MagicBoy]

So what reason have they given?

 

[j_123]

They said after further testing they carried out and found no signs of overheating and the fans were running on the expected rpm.

Just a strange situation, I do not know what else I can do to show them other than how I already have done.

Certainly not pleased with the way they have handled this so far.

 

[MagicBoy]

Escalate it to a supervisor/manager.

As an aside - you've not given any details of the fault so we can't really give you an opinion on that. rMBPs can thermally throttle the GPU/CPU when running flat out.

 

[j_123]

I spoke to the manager/supervisor for the genius bar and he mentioned that they will just not chuck parts at it if they can't find the problem with it.

Then I mentioned that your genius tech guy has already seen the issue first hand and confirmed that there was a overheating issue and then he had nothing to say after that.

I don't understand why I the customer was given a formal 'work authorisation' email stating the repair and then in the end did no end up going through with it.

Baffled mate.

 

[TonyK]

Write Apple USA at Tim Cook's email if needed. While Jobs was alive we did that and while Jobs did not handle it, someone form Corporate did call my wife, worked closely with her and tried to sort out her software issues with Word. Now that is customer service.

The one time we had a Apple Care repair it was carried out fast and beyond expectation getting better than we expected.

Good luck and keep at it if you feel there is a problem.

 

[hallux]

Part of the repair process is to verify the problem. One way of doing that is to run Apple's suite of diagnostic tools. In fact, to verify the repair was successful the tools need to be run again AFTER the repair, the before (if it could be run) and the after are submitted to Apple to prove the work that was done was the correct work. If the failure can't be detected by the diagnostic suite, a tech will likely decline doing any hardware replacement, this will require escalation by a manager then.

The other reason they may backtrack on a repair authorization is if, as someone else indicated, there is liquid damage found. I had this happen with an iPhone (not mine, I was there as a proxy) - they did the initial assessment on the sales floor, I got the email indicating the replacement but that was contingent upon them finding no liquid damage, 5 minutes after they took it in the back I got an email with an updated repair cost and it was changed because liquid damage was found.

 

[Spudlicious]

Does the OP still have a problem with computer? If so he has to take it to the store again. Sometimes the nail is not driven in with one tap of the hammer, it can need repetition.

 

[j_123]

Just to update you all:

I booked the MBP in again for the 3rd and final time with my local Apple store. I was firm but respectful in my explanation of the existing issues and how its not being rectified. I spoke with the Apple genius tech guy and explained, that I have come in a number of times for the same issue and I strongly believe that there is a fundamental issues here.

He asked for me to use the MBP as I would at home and work, so I did just that and the fans started to speed up and spin at full speed. He to looked baffled and could not understand what was going on as all I had loaded was "Spotify" in the background and at the same time viewing images in "Photos" application. In just doing this the fans switched on and the top plate across the "esc" to the "power" key was very hot. (At work I have a number of presentations open and word documents open)

He than ran a MRI test which passed at this stage the fans were still on and the MBP was hot. He mentioned that this could possibly be a logic board issue.

At which point he taps away on his ipad and then sends me another "work authorization" email stating the long list of problems I described to him and the problem he thinks it could be which is the logic board. The email stated the cost of the logic board along and labor to complete the repair.

So I did make clear to him that in any case if I receive the MBP back and start to experience the same problems I would have no other option other than to escalate and seek legal advice.

I believe he understood the situation as clear as I explained.

So lets hope Apple now on their 3rd and final try can resolve this issue. Ill update you on my results soon as I hear back from Apple.

All I ever wanted was a perfectly working MBP without any problems I bet if this was a iPhone they would have no problems in changing it.