Hi,
I have a 15" MBP that I use for my full-time job as a freelance developer. The machine has had a number of different faults in the past, including 2 logic board replacements and 3 or 4 other miscellaneous hardware replacements under AppleCare (UK).
Last weekend I was about to tuck into some work when the laptop crashed. Upon forcing shutdown and restarting, I was met with a grey screen which I couldn't get past at all. Booked an appointment and supposidly everything was fixed - they replaced the hard drive and a cable. Got it back home and wanted to do a complete erase and reinstall, but I couldn't complete this because of an error that was preventing completion. Called AppleCare support who told me that it's definitely a hardware issue and that I'd have to book another appointment at a genius bar. Took it back in and the Apple genius told me what phone support said was completely wrong, and took me through an erase and reinstall. That brings me to today, just completed reinstalling some of my standard applications that I need and it's crashed again. Same problem as before except it's sometimes a blue screen and sometimes a grey screen. Took it in to Apple immediately but they wouldn't see it without an appointment. Nearest appointment is on Friday (5 days from now) which means I won't be able to work for nearly 2 weeks in total! What didn't help matters is that the genius appointment guy was super rude and abrupt and not friendly at all :/
Anyway, where does this leave me standing now? I purchased AppleCare because I thought I could rely on a top notch service to ensure that I'm able to do my job at all times since this is my work machine and I don't have access to any others. Having had to visit the Apple store 4 times now in total over the last week, as well as use phone support (that was apparently incorrect in what they were saying) I feel like I'm at a bit of a loss as to how I can proceed with this matter. Visiting the store takes about 2 hours in total for me, so them not being able to fix the issue now after having the machine in for repair twice for the same issue really leaves me with a bad taste in my mouth... The fact I can't do any work until Friday means I have to put all my clients on hold and not earn any money while the MBP is broke.
Is there any way I can escalate this issue? I'm sure the higher ups would appreciate that I've been through an unfortunate and terrible experience with their company and having purchased AppleCare to prevent this exact problem, I feel like I could be treated better.
Would I be within my rights to request a replacement MBP? I've read many stories online of people being given replacement laptops under AppleCare, and I feel my situation is as good as any for this to happen. This will be around the 6th time I've needed some form of hardware replacement in total, and if the geniuses just got it right first time round last week then there would be no issues at all now, yet here I am having to wait until Friday for them to even look at the machine. By the time they take it in and fix any issues it's realistically going to be 2 and a half weeks whereby I'm not making any money.
Any advice or wisdom would be much appreciated.
Thanks
I have a 15" MBP that I use for my full-time job as a freelance developer. The machine has had a number of different faults in the past, including 2 logic board replacements and 3 or 4 other miscellaneous hardware replacements under AppleCare (UK).
Last weekend I was about to tuck into some work when the laptop crashed. Upon forcing shutdown and restarting, I was met with a grey screen which I couldn't get past at all. Booked an appointment and supposidly everything was fixed - they replaced the hard drive and a cable. Got it back home and wanted to do a complete erase and reinstall, but I couldn't complete this because of an error that was preventing completion. Called AppleCare support who told me that it's definitely a hardware issue and that I'd have to book another appointment at a genius bar. Took it back in and the Apple genius told me what phone support said was completely wrong, and took me through an erase and reinstall. That brings me to today, just completed reinstalling some of my standard applications that I need and it's crashed again. Same problem as before except it's sometimes a blue screen and sometimes a grey screen. Took it in to Apple immediately but they wouldn't see it without an appointment. Nearest appointment is on Friday (5 days from now) which means I won't be able to work for nearly 2 weeks in total! What didn't help matters is that the genius appointment guy was super rude and abrupt and not friendly at all :/
Anyway, where does this leave me standing now? I purchased AppleCare because I thought I could rely on a top notch service to ensure that I'm able to do my job at all times since this is my work machine and I don't have access to any others. Having had to visit the Apple store 4 times now in total over the last week, as well as use phone support (that was apparently incorrect in what they were saying) I feel like I'm at a bit of a loss as to how I can proceed with this matter. Visiting the store takes about 2 hours in total for me, so them not being able to fix the issue now after having the machine in for repair twice for the same issue really leaves me with a bad taste in my mouth... The fact I can't do any work until Friday means I have to put all my clients on hold and not earn any money while the MBP is broke.
Is there any way I can escalate this issue? I'm sure the higher ups would appreciate that I've been through an unfortunate and terrible experience with their company and having purchased AppleCare to prevent this exact problem, I feel like I could be treated better.
Would I be within my rights to request a replacement MBP? I've read many stories online of people being given replacement laptops under AppleCare, and I feel my situation is as good as any for this to happen. This will be around the 6th time I've needed some form of hardware replacement in total, and if the geniuses just got it right first time round last week then there would be no issues at all now, yet here I am having to wait until Friday for them to even look at the machine. By the time they take it in and fix any issues it's realistically going to be 2 and a half weeks whereby I'm not making any money.
Any advice or wisdom would be much appreciated.
Thanks