Anyone have any experience with MacBook Pro replacement process

Discussion in 'MacBook Pro' started by jafico1, Nov 2, 2018.

  1. jafico1 macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #1
    Hi all,

    My MacBook Pro 2018 is in the process of getting replaced (apparently Apple don't have any replacement parts for it [as the fan and the keyboard need replacing). I've sent my laptop off via FedEx, and it was marked as Delivered on Wednesday, but I have not received any further communications from Apple since (I'm apparently supposed to be getting some forms, but I haven't received any). Has anyone else had any experience with a replacement like this, and is this normal?
     
  2. bonjourx macrumors regular

    bonjourx

    Joined:
    May 26, 2016
    #2
    I don’t remember receiving any forms. But to be sure I’ suggest you call them up to make sure everything is okay and processing.
     
  3. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #3
    I spoke to the senior advisor dealing with my case yesterday - they seemed a little unsure whether I would be getting any forms before replacing the laptop. It's a little worrying, however, that it has been a few days after they received my laptop, yet I have not heard anything about the replacement. Any advice on this matter?
     
  4. bonjourx macrumors regular

    bonjourx

    Joined:
    May 26, 2016
    #4

    I always brought my macbook to the actual store everytime it needed to be fixed. 3 times they had to do it last year. So I’m not really sure what’s the process if you ship the MacBook instead. I always thought it would be faster if I bring it to the store physically. That’s just me lol. When I go to the store they always have a form that I just need to sign for work/replacement authorization, I don’t remember having a copy of it or receiving one from them though. How long has it been? It usually take a week and sometimes less than a week!
     
  5. McBeresford macrumors 6502

    McBeresford

    Joined:
    May 31, 2005
    #5
    CRUs (customer replacement units) take 10 to 14 days in total. You should be contacted by the CRU admin team with paperwork/an agreement of exchange. Once that is finalized it will ship out around 10 days later.

    Hang in there, I’m waiting for a CRU admin call right now as well.
     
  6. 537635 macrumors 6502a

    Joined:
    Mar 7, 2009
    Location:
    Slovenia, EU
    #6
    It was about 5 weeks for me altogether. From when I shipped the computer to the day when I received the replacement unit. No calls on their behalf in between.

    They never called after it was received, I called a couple of times only to be told to wait. Eventually I got an email with tracking data and I received the replacement a day or two later.
     
  7. McBeresford macrumors 6502

    McBeresford

    Joined:
    May 31, 2005
    #7
    That’s terrible!
     
  8. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #8
    I would have taken it to the nearest Apple Store, but my closest one is about a 40 min drive away and I don't have a car, so it would be roughly a 3hr round trip by public transportation, which is pretty inconvenient for me. In hindsight, I maybe should have gone to the store as I would perhaps have a new one by now.

    What do you think the approximate timeframe would be for the CRU would be, from the time I sent it last Monday?
     
  9. 537635 macrumors 6502a

    Joined:
    Mar 7, 2009
    Location:
    Slovenia, EU
    #9
    Well they told me this is their process. To be honest I do live in a country without Apple Store (only their certified sellers), helpdesk is in Greece, faulty Macbook Pro was shipped to Netherlands and new one arrived from Great Britain. Whatever... Not the smoothest Apple experience, but most probably due to geography.
     
  10. Idefix macrumors 6502a

    Joined:
    Jul 10, 2012
    #10
    Please report on what went wrong with your keyboard!

    was there a problem with the plastic membrane???
     
  11. McBeresford macrumors 6502

    McBeresford

    Joined:
    May 31, 2005
    #11
    No it is a 2016 model.
     
  12. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #12
    Mine's a 2018 model and the right Shift key was a little flaky - most of the time it would work fine, but there were times when I pressed it and it wouldn't register (about 10-15% of the time)
     
  13. zmon macrumors regular

    zmon

    Joined:
    Oct 10, 2013
    Location:
    Louisiana
    #13
    I'm surprised they sent it out. I bought mine in August and brought it in a week ago to have the space bar looked at since it kept double clicking. They were initially going to send it in to Apple since they don't have replacement parts, but the genius ended up running to the back again and decided he was just going to give me a new laptop instead. I didn't expect that at all since I told them I was fine with just sending it in. Note that I don't have AC+, but I can purchase it for the new one now so I may consider that.
     
  14. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #14
    I opted initially for mail-in service - the nearest store is a little too far for me and my college can loan laptops out for the duration of the repair, so it wouldn't be too much of a hassle. They were going to repair mine but apparently, there are no spares for the 2018 models so they told me to send it in and get a new one in exchange. I have AC+ on mine; apparently, I'll get refunded and be able to purchase a new AC+ once I get the new laptop. I bought AC+ for the peace of mind - if the keyboard or something else breaks then it's nice to be able to get it fixed for free.
     
  15. McBeresford macrumors 6502

    McBeresford

    Joined:
    May 31, 2005
    #15
    10 days from the point of receipt.
     
  16. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #16
    Fingers crossed it should be back by Thanksgiving then!
     
  17. jafico1 thread starter macrumors member

    Joined:
    Jul 7, 2018
    Location:
    Maine
    #17
    I'm typing this on my brand new MacBook Pro 2018 15"! :D So far there have been no issues with it (even if the keyboard is a bit weird now coming from the 2012 that I've been using for the past two weeks). Thanks everyone for your help!
     
  18. koooolkeith macrumors member

    koooolkeith

    Joined:
    Sep 23, 2015
    Location:
    Portland, Oregon
    #18
    Had keyboard issue and the process to replace was fairly quick (3 days).
     
  19. McBeresford macrumors 6502

    McBeresford

    Joined:
    May 31, 2005
    #19
    I just got the tracking number for my replacement unit. It's still in China, clearing customs via UPS. Does Apple ship via 2 day or ? Anyone know? lol
     

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18 November 2, 2018