Nov 2, day 2.
Having sent pics and getting no email acknowledging receipt of pics, I called support. I was told 2-3 days for the investigation.
Support today assured me the issue was hardware related; most likely something done during shipping. Absolutely damage to box. I was bounced from support to post sales to AppleCare back to post sales.
As I was talking to one of the post sales people, the screen went black. It was on Safari, with my Apple account open. On restart, the screen is virtually black. The faintest of greys barely reveals the Apple logo.
I was able to learn they got all the photos. Seems I’m eligible for return/replace. (They send shipping label. I ship, they inspect; if approved, they replace with exact spec’d laptop, time dependent on availability. I was told by post sales I was eligible for expedited replacement through AppleCare. They send replacement immediately. I return the defective computer later. AppleCare however said no. I did purchase AppleCare. Cost me about an hour for that conversation.
Since the screen is now black, I can’t use it at all. Expedited replace/return would have given me use til I got a new one. But that is irrelevant now. They emailed me a shipping label. I Fedex’d it about an hour ago. It is on its way to Carlisle, Pa. To arrive on Thursday the 4th. I’ll get an email then on what’s next.
IF they concur; a new one, exact specs and color, will be shipped “expedited” when available.
There are other options. Return for refund. Take it to an Apple Store. I’d rather not deal with the Apple Store mandatory mask zone policies. Plus waiting for funds to be returned, etc. Also, a new purchase would show up as exactly that, with all the angst about how, when and where beginning again. On the other hand; using return/replace; processing, shipping and delivery will all be expedited.
Talking to a lead supervisor in AppleCare, she said she’s seen nothing like this ever.
Neither have I. Powermac G4, iMac core 2 duo, 17” i7 MacBook Pro, half dozen or so iPods, iPads, and iPhones. And two M1 MacBook Airs. Never an issue, except the 17” graphics (repaired by Apple out of warranty) and a spinning drive failure or two.
Everyone has been polite, helpful, and as surprised as me. Two support people assumed it was an intel MacBook Pro.
I’ll keep you all posted.