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Apple Cannot get MacBook Pro Fixed

Radiating said:
They are required by law to replace your item for 3 repeated repairs of the same issue under warranty, though technically apple care may not be a "warranty" by legal standards and this may only apply to the original warranty.
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They're not required to replace it after 3 times. They should replace it after a reasonable number of repair attempts, but there's no specific number.

OP, at the beginning of your post you said it's been in for service 5 times to the Apple Store and been sent out twice for the same issue. Have all 7 repair attempts been for the same thing, or have there been multiple issues with it?
 
The Magnuson-Moss Warranty Act requires that, if a covered product is not properly repaired after a reasonable number of tries, it must either be replaced or the purchase price refunded. In general, the number of tries is considered 3, but it is not mandated. 5 tries already says they should replace it.
 
iisforiphone said:
sorry I lol'd at the It burned me line
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yeah, it was hysterical


tumblr_liiq8cvqZb1qgh62t.gif
 
Beachguy said:
The Magnuson-Moss Warranty Act requires that, if a covered product is not properly repaired after a reasonable number of tries, it must either be replaced or the purchase price refunded. In general, the number of tries is considered 3, but it is not mandated. 5 tries already says they should replace it.
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This. Definitely make this clear to them, possibly even print out the whole Act and show it to them and tell them that if they do not give you a replacement, you will take legal action. 7 replacements is ridiculous and I would not stand for it, and neither should you.

Good luck, man (or woman). :)
 
I will say rude people get less help (not saying you have been rude to them at all) but if you are being rude you will most likely not get helped. Try being relaxed and state your case clearly, if they still object then ask for a manager.
 
I have had two computers replaced by Apple and understand how frustrating it can be. If I was on repair number seven with no relief in sight, I would ask Apple if the repairs are actually saving them money and would they prefer that you call the local tv stations and spread the repair documents on a table along with the computer at a red hot temp that's too hot to touch. How about that premium priced machine that does not operate properly and those wiz kids that can't fix it?
 
Sorry about your Macbook Pro. I hope you get that replacement. Keep us updated.
 
SR71 said:
This. Definitely make this clear to them, possibly even print out the whole Act and show it to them and tell them that if they do not give you a replacement, you will take legal action. 7 replacements is ridiculous and I would not stand for it, and neither should you.

Good luck, man (or woman). :)
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It should be noted that all the repairs need to be for the same thing. If you have it in for a fix 5 times, but once for the DVD player, once for a broken trackpad, twice because of memory errors, and once because the HD broke, that doesn't count. It needs to be 3 fixes (or more) for the same issue.
 
mustang_dvs said:
No, it's not.

It's actually Federal Law (Magnuson-Moss Warranty Act).

But you have to request replacement, else they will happily keep repairing the machine. (I'd tell you how I know this, but I had to sign an NDA.)

Emails to sjobs@apple.com about computer issues also ended-up being handled by Executive Relations. (I'd tell you how I know this, but I had to sign an NDA.)
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Heck I had to sign a 20 page NDA just to interview for a job at Apple. Oh. oops.
 
hbrake69 said:
I am wondering if anyone else has had the problems I have been having.
Anyone have any ideas?
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just thought id let you know, i spoke to apple after i took my 2010 17"maxed out MacBook Pro to my local store to get the USB port sorted. they then broke the keyboards backlight (it was shorting out) and then broke my trackpad. i phoned and spoke to an apple customer service manager and he replaced it with the newly released 2011 17"MBP for the hassle id gone through. that model then had a defective isight but i got it sorted in a jiffy. I did have to escalate to managers to talk to someone about the problem but they were really helpful. this all happened 9 months after purchase. hope you can do the same
 
I had sect the demand letter yesterday via email. I promptly received a call from the representative in Apple Executive Relations - his answer was "No" and that Apple would continue to try fix the problem until my AppleCare Warrenty runs out next year. Felipe Brett's at Apple is one rude person & has the most horrible customer service skills I have ever seen. I tried to reach a supervisor & the switchboard sends me immediately back to Felipe. It is very sad.

Anyone have any additional suggestions?

Thnks
 
I would call back and demand to speak with his supervisor or call AppleCare and ask to speak with a supervisor there. I've dealt with some nasty reps at AppleCare, but I always get my issued resolved, and in most cases where I have had the same issue on one machine, get the machine (or iPhone) replaced after 3 repairs. Something seems fishy that this guy wants to keep repairing it instead of just giving you a new machine. But I'd definitely try to speak with his supervisor or calling AppleCare and speaking with a supervisor there, or just taking it in to a Retail Store and speaking with the Genius Bar Manager or Lead Genius.
 
hbrake69 said:
I had sect the demand letter yesterday via email. I promptly received a call from the representative in Apple Executive Relations - his answer was "No" and that Apple would continue to try fix the problem until my AppleCare Warrenty runs out next year. Felipe Brett's at Apple is one rude person & has the most horrible customer service skills I have ever seen. I tried to reach a supervisor & the switchboard sends me immediately back to Felipe. It is very sad.

Anyone have any additional suggestions?

Thnks
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Call back and politely ask to be put through with a supervisor, and let them know you don't want to be placed through the switchboard. Tell them to put you on hold if necessary and transfer you directly to the supervisor.
 
hbrake69 said:
I had sect the demand letter yesterday via email. I promptly received a call from the representative in Apple Executive Relations - his answer was "No" and that Apple would continue to try fix the problem until my AppleCare Warrenty runs out next year. Felipe Brett's at Apple is one rude person & has the most horrible customer service skills I have ever seen. I tried to reach a supervisor & the switchboard sends me immediately back to Felipe. It is very sad.

Anyone have any additional suggestions?

Thnks
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This is so UNLIKE Apple.

But why not take them to Small Claims Court? Depending on what State you are, it is very likely that the value you paid is under the limits. It is usually a very fast and informal process, but you get a judge to hear what happened and Apple must show up to explain (if they don't show up they will likely loose). At the hearing bring your exhibits of the multiple repairs and your email communications. If you had so many repairs I believe you will prevail.
 
Apple still causes problems

After everyone's great advice, I had the Apple Store ready to replace the unit. I have purchased 2 x iPhone 4S and 2 iPad Third generation from this year. Philippe Breets at Apple Executive relations told them they couldn't.

So I filed a consumer complaint with the Arkansas State Attorney General concerning the unrepaired MacBook Pro & Los against Philippe Breets at Apple a few weeks ago.

Week before last I sent the laptop back to the Apple Depot in Memphis for one final repair attempt (which was repair attempt #8 at Apple) - also it was convenient since I was going to be traveling ll of last week. Come home & no computer shipped back yet. I called Apple yesterday & they say it is still bing repaired. Today I get a call from someone new at Apple Executive Rlations and he said h computer had Ben tampered with & Apple Care was no longer valid. I told him that only Apple Depot & the Apple Store had ever opened it up & replaced parts. So it must be Apple's fault. Once again screwed by Apple.

What is going on there since Steve Jobs left???

Advice???
 
hbrake69 said:
After everyone's great advice, I had the Apple Store ready to replace the unit. I have purchased 2 x iPhone 4S and 2 iPad Third generation from this year. Philippe Breets at Apple Executive relations told them they couldn't.

So I filed a consumer complaint with the Arkansas State Attorney General concerning the unrepaired MacBook Pro & Los against Philippe Breets at Apple a few weeks ago.

Week before last I sent the laptop back to the Apple Depot in Memphis for one final repair attempt (which was repair attempt #8 at Apple) - also it was convenient since I was going to be traveling ll of last week. Come home & no computer shipped back yet. I called Apple yesterday & they say it is still bing repaired. Today I get a call from someone new at Apple Executive Rlations and he said h computer had Ben tampered with & Apple Care was no longer valid. I told him that only Apple Depot & the Apple Store had ever opened it up & replaced parts. So it must be Apple's fault. Once again screwed by Apple.

What is going on there since Steve Jobs left???

Advice???
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It's time to press charges in small claims court against apple and Phillipe,send a final email to phillipe on what is going to happen and leave the rest to your lawyer.
 
hbrake69 said:
I have purchased 2 x iPhone 4S and 2 iPad Third generation from this year.
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Not sure what this has to do with anything. I've spent tens of thousands of dollars ($50k+) at Apple over the 10 years and I expect no different service than those who are buying their first iPhone.
 
Folks, please remember that we are only hearing one side of this story. The way Apple is responding leads me to believe that there are facts in play that have not been presented. Apple Executive Relations paid a $1,400 repair on my Power Mac when the liquid cooling system failed and fried one of my CPUs. One email to Steve Jobs and it was taken care of.

All of my experience with Apple over the last 20 years has been nothing but first rate. They have always gone above and beyond, exceeding my expectations each time.
 
Wow sorry to hear about your story, but Felipe has been great to me!!

I hope things get fixed w.o having to go the legal route!!!
 
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