Apple can’t seem to yet repair my new MacBook Pro

[cookiesnfooty]

I received a maxed out M4 MacBook Pro before Christmas, the MagSafe port didn’t work.

Rather than getting a refund the Apple Store made out that the repair would be 5 day turnaround. Well it has been a few weeks now, I called Apple and was put through to the store and they came back and said it needs a new logic board and they don’t know when they will get them.

I have to decide whether to reject the repair then refund and buy again or wait.

Pretty shocked they can’t get supply 🤷‍♂️

 

[HobeSoundDarryl]

Reject and get a replacement. As buyer, you should NOT have to tolerate an open-ended promise of replacement. What if the wait is 6 weeks? What if it is 26 weeks? You could be using a replacement within a day or two MAX.

Your rights as a buyer are at least as good as their rights as seller. However, if you wait beyond the return window, you'll make things much more complicated for yourself.

 

[cookiesnfooty]

Reject and get a replacement. As buyer, you should NOT have to tolerate an open-ended promise of replacement. What if the wait is 6 weeks? What if it is 26 weeks? You could be using a replacement within a day or two MAX.

Your rights as a buyer are at least as good as their rights as seller. However, if you wait beyond the return window, you'll make things much more complicated for yourself.

Estimated date for a replacement is 20th jan but I’d have to shell out above £7.5K while they process the return to replace they wouldn’t do it without charging again.

 

[HobeSoundDarryl]

I suspect if you tried harder with customer service- given what has already happened- you'd get an expedited replacement and I'm confident they can work out a way to NOT return the broken one to you so as not to risk the £7.5K. They possess YOUR MBpro now. They can attach notes to it that it was replaced so they don't accidentally lose £7.5K by giving you the replacement and returning a fixed duplicate to you.

Climb the customer service chain seeking a better option than you having to basically pay TWICE to net one working MB. Apple can both do it and afford doing some good customer service here. They've already failed to deliver on the promised 5 days so they should be ready to rise "above & beyond" to remedy this better than you've experienced so far. Go over the head of agents until you get to someone ready to actually get this addressed quickly and to your satisfaction.

 

[G5isAlive]

Estimated date for a replacement is 20th jan but I’d have to shell out above £7.5K while they process the return to replace they wouldn’t do it without charging again.

Eh welcome to modern business sorry....I think you will waste a lot of time trying to fight this. Here is the thing, they will refund your original payment method. Standard practice. Corporate call. Doubt anyone on the food chain except really high up can change that, and they wont because it will mean change the policy. So yes, it will take up to a week for them to repay your credit card or whatever. Usually it's shorter. so you do have the option of just returning it and waiting. There is little to no risk they wont credit your card , eventually, but if you want it to be fool proof thats the way to proceed. otherwise, return it. buy the new one. and for a few days it will be as if you bought two. any words to the contrary are blowing smoke and not in the real world

 

[HobeSoundDarryl]

OP, there you have it:

• Resistance is futile. Comply with "real world," whatever Apple has chosen for you is THE one and only way.
• Consumer rights. Seek a better remedy than some unknown point of time when they may get the replacement part, that they can't even forecast themselves.

They said 5 days and it's been "a few weeks now"... and that "it needs a new logic board and they don't know when they will get them." If 5 days became maybe 10 days, perhaps that's OK. If 5 days becomes an unknown point in the future, that's very much NOT acceptable. Money was paid for a fully functional computer to be usable right now... not for a broken computer you might get to use sometime.

Meanwhile, every single day, new versions that are perfectly functional roll off a line somewhere in Asia. Climb the customer service ladder and get a replacement ASAP. Else, wait up to forever for a part they "don't know when they will get" themselves. Is that a week? a month? before end of 2025? Never?

I'm confident that Apple will very likely fix this quickly if you give it a better try. Go at it to get the resolution YOU want... not the lack of resolution until they get around to it at some unknown time. Indirectly, "your" money bought a functional MB, not a repair ticket with no known completion date.

 

[G5isAlive]

OP, there you have it:

• Resistance is futile. Comply with "real world," whatever Apple has chosen for you is THE one and only way.
• Consumer rights. Seek a better remedy than some unknown point of time when they may get the replacement part, that they can't even forecast themselves.

They said 5 days and it's been "a few weeks now"... and that "it needs a new logic board and they don't know when they will get them." If 5 days became maybe 10 days, perhaps that's OK. If 5 days becomes an unknown point in the future, that's very much NOT acceptable. Money was paid for a fully functional computer to be usable right now... not for a broken computer you might get to use sometime.

Meanwhile, every single day, new versions that are perfectly functional roll off a line somewhere in Asia. Climb the customer service ladder and get a replacement ASAP. Else, wait up to forever for a part they "don't know when they will get" themselves. Is that a week? a month? before end of 2025? Never?

I'm confident that Apple will very likely fix this quickly if you give it a better try. Go at it to get the resolution YOU want... not the lack of resolution until they get around to it at some unknown time.

blah. we are talking how long it takes to process a credit card return. banks are involved. it does not happen instantly. thats just the real world. you are often critical of such, but I work the system, not fight it. Gets more done.

edit. You are either deliberately missing the point, or... well..shrugs. I am talking about returning the old computer today, buying a new one day, being productive today. not sitting on the phone whining.

 

[HobeSoundDarryl]

It's possibly a gift ("received"), so getting a credit card return would return the money to the gift giver (if that's what "received" means). If so, there's no good remedy there.

It's also a brand new MB, not one that has been owned for some time and now needs a repair. Apple doesn't want a brand new MB owner to have this kind of experience.

If I'm this guy and let it go in for repair instead of being replaced, I'd probably let the 5 days slide to about 10 and that would be the limit: DOUBLE the estimated time and the clock is still ticking "it's been weeks" and now he's told they don't even know when they will get that part???

I once had a power brick for a MB that was well beyond warranty start popping & buzzing. I expected Apple to nicely, "tough luck" me and try to sell me a replacement. I was towards shocked when they just replaced it, outside of warranty. They didn't have to do that and they certainly could have flexed the "real world" policy stances and I had nothing to really counter that. But they just replaced it without even much discussion about it. I was impressed at "above & beyond" service. Mental points/goodwill FOR Apple there.

This guy has this great gift of a brand new MB, unfortunately defective, that was estimated to be fixed in 5 days by Apple but now it's been weeks and the actual repair no longer has any kind of tangible end date. Apple doesn't want that for this customer. If this guy tries, I'm confident it will quickly get remedied with a replacement.

He can do nothing and just wait for some unknown amount of time to get to enjoy this new MB... or he can try something and see if he can enjoy it much sooner than "some unknown amount of time." To me, this is an easy one for Apple to fix. Or they can make this customer wait and have them spreading a negative experience about this to anyone who listens.

Through a good customer service lens, at this point, it only gets more ridiculous as each day beyond the 5 days passes. It shouldn't be long before "5 days" that has become "weeks" then becomes "more than a month" and may become "months." Apple doesn't want that for any Apple customer. But this customer may need to escalate a step or two to help Apple see the ridiculousness of it themselves. I'm confident that someone will if he tries. They do still seem to care about good customer service.

 

[cookiesnfooty]

It's possibly a gift ("received"), so getting a credit card return would return the money to the gift giver (if that's what "received" means). If so, there's no good remedy there.

It's also a brand new MB, not one that has been owned for some time and now needs a repair. Apple doesn't want a brand new MB owner to have this kind of experience.

If I'm this guy and let it go in for repair instead of being replaced, I'd probably let the 5 days slide to about 10 and that would be the limit: DOUBLE the estimated time and the clock is still ticking "it's been weeks" and now he's told they don't even know when they will get that part???

I once had a power brick for a MB that was well beyond warranty start popping & buzzing. I expected Apple to nicely, "tough luck" me and try to sell me a replacement. I was towards shocked when they just replaced it, outside of warranty. They didn't have to do that and they certainly could have flexed the "real world" policy stances and I had nothing to really counter that. But they just replaced it without even much discussion about it. I was impressed at "above & beyond" service. Mental points/goodwill FOR Apple there.

This guy has this great gift of a brand new MB, unfortunately defective, that was estimated to be fixed in 5 days by Apple but now it's been weeks and the actual repair no longer has any kind of tangible end date. Apple doesn't want that for this customer. If this guy tries, I'm confident it will quickly get remedied with a replacement.

He can do nothing and just wait for some unknown amount of time to get to enjoy this new MB... or he can try something and see if he can enjoy it much sooner than "some unknown amount of time." To me, this is an easy one for Apple to fix. Or they can make this customer wait and have them spreading a negative experience about this to anyone who listens.

Through a good customer service lens, at this point, it only gets more ridiculous as each day beyond the 5 days passes. It shouldn't be long before "5 days" that has become "weeks" then becomes "more than a month" and may become "months." Apple doesn't want that for any Apple customer. But this customer may need to escalate a step or two to help Apple see the ridiculousness of it themselves. I'm confident that someone will if he tries. They do still seem to care about good customer service.

I wish it was a gift, sadly I purchased with my debit card. I am waiting until Friday and if nothing then I will ask to refund.

I have emailed Tim Cook this morning but I doubt he would spare the time of day. Although I did that when I had a bad experience with my 2016 15" and he did sort them out, who knows if he's changed now.

 

[laptech]

Emailing Tim Cook should be seen as the last resort which used to be the case (threads exist in MR about members doing just that) but now it appears just the slightest hick up with a Apple product people bypass the normal support process and go direct to Tim Cook because they are not prepared to put up with time delays with repairs. Times delays with repairs are an industry standard practice, especially if the product has been out for some time and the stock of brand new parts has been exhausted.

I've worked in electronic equipment manufacturing and thus I know how the repair/spare parts system works. When a new product comes out, the manufacturer produces a few thousands of brand new parts for repair stock. The manufacturer then goes on to work on the next new product. Once the stock of brand new parts have run out, depending on the part, new ones will have to be produced which can be time consuming or in the case of motherboards, replacement stock comes from repairing faulty motherboards and putting them into the stock of spare parts. Once production of a motherboard has been completed the manufacturer will not go back to making more because it is way way too expensive to stop production on a current motherboard and change everything back so previous motherboard can be made. Companies expect IFF (in field failures) and thus they plan for it to determine how many spare parts they will need to make. Remember, companies do their figures based on the probability of components failing on the motherboard, which is low unless their is a design fault with the board or components. What companies have trouble doing is dealing with customer damaged products, motherboards that have gone faulty because the user plugged something in wrong to the computer or they used a bad dc charger or it was affected by electric shock (lightening storm that can affect the electrical supply into ones home or building). These are faults companies cannot plan for.

So, if Apple have no brand new stock of mac pro motherboards then it probably be because too many have been damaged due to one of the reasons above. Apple will not produce new motherboards, they will now be relying on boards that have been repaired by whoever they get to repair them. So when Apple say your machine is now ready it will have been fitted with a repaired board.

My advice to you would be to ask for a refund, wait for it to arrive back onto your card and then go and buy another one.

 

[cjsuk]

Worth noting that if you want a fast turnaround on replacements only ever buy a stock configuration. Or do what I did and buy two (no joke - if your business depends on it, this is probably the best strategy)

The non retail stocked logic boards are build to order or low to zero stock have to be put together at the factory to order which has a long lead time potentially.

This is really a manufacturing and engineering flaw. They multiplied the total number of SKUs incredibly by sticking the RAM and SSD on the logic boards and selling so many configurations. I suspect this is what drove the replaceable SSD modules in the Mac Mini - it reduces the number of SKUs in total down to the memory/CPU configuration matrix only.

 

[laptech]

Worth noting that if you want a fast turnaround on replacements only ever buy a stock configuration. Or do what I did and buy two (no joke - if your business depends on it, this is probably the best strategy)

The non retail stocked logic boards are build to order or low to zero stock have to be put together at the factory to order which has a long lead time potentially.

This is really a manufacturing and engineering flaw. They multiplied the total number of SKUs incredibly by sticking the RAM and SSD on the logic boards and selling so many configurations. I suspect this is what drove the replaceable SSD modules in the Mac Mini - it reduces the number of SKUs in total down to the memory/CPU configuration matrix only.

Memory and/or CPU configuration is THE major flaw in Apple's and other computer manufacturers thinking because it severely limits the amount of stock they can make and keep. The computer manufacturers will know from sales what computer configurations are the most wanted and thus they will make motherboards accordingly. Past sales will allow them to predict what configurations to build and in what quantity for the next product. If they get it wrong there will not be enough brand new parts in stock to replace parts that break/go wrong.

Users are their own worst enemy because they constantly demand smaller, lighter, longer battery lasting, more powerful machines but to do so causes manufacturers huge problems because to achieve what the customers demands mean they have to change the way in how the machine is designed and built. This usually causes compromises in the machines upgradability meaning due to motherboards now having everything soldered onto the board it means there are limits on how many different motherboard configurations they will make. This limitation then impacts stock levels, most common configuration, many in stock, not so common configuration, very limited stock. This then impacts repair because if a customer has one of the rarer configurations it will mean the manufacturer will only have a few parts in stock due to cost issues.

I am sure we have all been there. We buy a common item, it breaks, company says it can be repaired within a week because they have parts available. We buy a non common item, it breaks, company say's it will take a month to fix because they do not carry the spare part and have to special order it from the supplier/manufacturer. It is how the world works. We either live with it and put up with the repair delays or we get a refund.

 

[cjsuk]

Indeed. I think we will see socketed RAM coming back soon due to this. There is talk of the M5 having slightly different memory architecture. The SKU will probably just be the machine/CPU combo eventually.

 

[laptech]

Indeed. I think we will see socketed RAM coming back soon due to this. There is talk of the M5 having slightly different memory architecture. The SKU will probably just be the machine/CPU combo eventually.

The problem with that is are us users going to accept an increase in the thickness of the machines to allow for socketed cpu's and memory chips. Personally I think not. There are many of us that want to have that freedom of upgradeability but I think for the majority, they do not care, they just want a machine that is small, light, long lasting battery and a decent screen and I personally believe that is the angle Apple and other computer manufacturers will take. There just is not enough of us 'upgraders' to get Apple and others to change their minds.

 

[smirking]

There just is not enough of us 'upgraders' to get Apple and others to change their minds.

Perhaps the MBA continues to evolve and occupies the space that the MBP fills today and the MBP evolves to be a more workstation type of laptop.

The line between the MBA and and the MBP is already pretty blurry. Most people who don't come to MacRumors probably don't really care all that much if the screen is 60Hz or 120Hz or if the blacks look luxuriously black.

It could be there's a future reason why Apple chose to maintain two lineups that have such a confusing amount of overlap.

I'm not even sure where I'd land if this were to come to pass. While I love the idea of fixing my own machines and did so in the past, I've also happily traded in for more portable options every step of the way. My bulky workstations became bulky laptops before getting swapped for less bulky ones. Just last month I swapped down to a very powerful 14" that I can sling in my bag anytime.

 

[cjsuk]

The problem with that is are us users going to accept an increase in the thickness of the machines to allow for socketed cpu's and memory chips. Personally I think not. There are many of us that want to have that freedom of upgradeability but I think for the majority, they do not care, they just want a machine that is small, light, long lasting battery and a decent screen and I personally believe that is the angle Apple and other computer manufacturers will take. There just is not enough of us 'upgraders' to get Apple and others to change their minds.

It's not even about upgrades, it's about keeping the SKUs down.

As for the electrical side of things, it's completely feasible. It will however likely come with a slight drop in reliability. More mechanical connections mean lower reliability overall.

 

[cookiesnfooty]

Emailing Tim Cook should be seen as the last resort which used to be the case (threads exist in MR about members doing just that) but now it appears just the slightest hick up with a Apple product people bypass the normal support process and go direct to Tim Cook because they are not prepared to put up with time delays with repairs. Times delays with repairs are an industry standard practice, especially if the product has been out for some time and the stock of brand new parts has been exhausted.

I've worked in electronic equipment manufacturing and thus I know how the repair/spare parts system works. When a new product comes out, the manufacturer produces a few thousands of brand new parts for repair stock. The manufacturer then goes on to work on the next new product. Once the stock of brand new parts have run out, depending on the part, new ones will have to be produced which can be time consuming or in the case of motherboards, replacement stock comes from repairing faulty motherboards and putting them into the stock of spare parts. Once production of a motherboard has been completed the manufacturer will not go back to making more because it is way way too expensive to stop production on a current motherboard and change everything back so previous motherboard can be made. Companies expect IFF (in field failures) and thus they plan for it to determine how many spare parts they will need to make. Remember, companies do their figures based on the probability of components failing on the motherboard, which is low unless their is a design fault with the board or components. What companies have trouble doing is dealing with customer damaged products, motherboards that have gone faulty because the user plugged something in wrong to the computer or they used a bad dc charger or it was affected by electric shock (lightening storm that can affect the electrical supply into ones home or building). These are faults companies cannot plan for.

So, if Apple have no brand new stock of mac pro motherboards then it probably be because too many have been damaged due to one of the reasons above. Apple will not produce new motherboards, they will now be relying on boards that have been repaired by whoever they get to repair them. So when Apple say your machine is now ready it will have been fitted with a repaired board.

My advice to you would be to ask for a refund, wait for it to arrive back onto your card and then go and buy another one.

It should be a last resort but sometimes waiting just seems silly when you spent so much money.

I have just received a call from the executive offices and they are looking into it now.

 

[laptech]

It should be a last resort but sometimes waiting just seems silly when you spent so much money.

I have just received a call from the executive offices and they are looking into it now.

But here is the thing, if Apple have not got the part, they haven't got the part and thus have to wait until replacement stock arrive. If parts are not available then a replacement machine of similar spec or value is offered or a refund. I am not exactly sure what you are expecting Apple to do here? magically come up with a new identical specification motherboard?

 

[HobeSoundDarryl]

It should be a last resort but sometimes waiting just seems silly when you spent so much money.

I have just received a call from the executive offices and they are looking into it now.

No surprise at all. Your problem of an undefined repair completion for a brand new MBpro is very likely about to be solved by either an expedited repair or probably a replacement MBpro.

There are still customer service motivations within Apple even if some service doesn’t maximize the bottom line. This problem is easy to resolve with no big hit to Apple and a happier new buyer of MBpro. The alternative of "we don't know when you can actually possess your new, loaded MBpro" is not something buyer or seller wants. For buyer, it is ridiculous. For seller is it PR and "customer service" ugly.

I bet your next post is either the repair with an unknown completion date will have a surprisingly short completion date OR a brand new MBpro will be delivered as if you paid next-day shipping on a custom make and were not way down the line in terms of BTO order fulfillment.

 

[cookiesnfooty]

Executive office have tried to get it repaired and they can’t source the part so have arranged for the store to order a new built one, lead time 1-2 weeks

 

[laptech]

Executive office have tried to get it repaired and they can’t source the part so have arranged for the store to order a new built one, lead time 1-2 weeks

Can you be a bit more clear on this please. Are you saying Apple have found you an identical machine that is already to go and will be delivered to your local store in 1-2 weeks time?

 

[HobeSoundDarryl]

Good job OP. I knew if you climbed the customer service ladder you'd get speedier resolution than just waiting for the stores repair timeline quote of an "unknown amount of time" (on getting the replacement part). If the Exec office can't source the part, can you imagine how long you would have waited if you heeded the advice of those telling you to just deal with whatever Apple (store) was telling you and wait?

This whole thing was never an "Apple is bad" type thing needing corporate defense. However, it was a prime opportunity for Apple to do a good customer service thing in support of a new Mac owner. And they did/are. And that's how it should be. The customer side of the relationship is at least as important as the seller side of it. Some of us seem to forget that.

Enjoy your new BTO Mac when it arrives in 1-2 weeks. I'm glad this is getting resolved sooner than an "unknown amount of time."

 

[mreg376]

I received a maxed out M4 MacBook Pro before Christmas, the MagSafe port didn’t work.

Rather than getting a refund the Apple Store made out that the repair would be 5 day turnaround. Well it has been a few weeks now, I called Apple and was put through to the store and they came back and said it needs a new logic board and they don’t know when they will get them.

I have to decide whether to reject the repair then refund and buy again or wait.

Pretty shocked they can’t get supply 🤷‍♂️

Know this for future reference -- if an item, especially one as expensive as your, doesn't work perfectly out of the box, BACK it goes.

 

[laptech]

Good job OP. I knew if you climbed the customer service ladder you'd get speedier resolution than just waiting for the stores repair timeline quote of an "unknown amount of time" (on getting the replacement part). If the Exec office can't source the part, can you imagine how long you would have waited if you heeded the advice of those telling you to just deal with whatever Apple (store) was telling you and wait?

This whole thing was never an "Apple is bad" type thing needing corporate defense. However, it was a prime opportunity for Apple to do a good customer service thing in support of a new Mac owner. And they did/are. And that's how it should be. The customer side of the relationship is at least as important as the seller side of it. Some of us seem to forget that.

Enjoy your new BTO Mac when it arrives in 1-2 weeks. I'm glad this is getting resolved sooner than an "unknown amount of time."

You seem to have forgotten this very important part in the OP's opening post

I have to decide whether to reject the repair then refund and buy again or wait.

The store would have assumed the part to fix the machine would have been in stock hence them saying turnaround time would be 5 days. Once the store was informed the part to fix the machine was not available it went into automatic mode on what happens next and what happened next is industry standard which is if a replacement part is unavailable, the customer can either wait till the part becomes available or be given a refund.

All the OP had to do is reject the repair and ask for a refund and then wait for the money to be returned to their account. I do not see what is so difficult about that part.

 

[mreg376]

You seem to have forgotten this very important part in the OP's opening post



The store would have assumed the part to fix the machine would have been in stock hence them saying turnaround time would be 5 days. Once the store was informed the part to fix the machine was not available it went into automatic mode on what happens next and what happened next is industry standard which is if a replacement part is unavailable, the customer can either wait till the part becomes available or be given a refund.

All the OP had to do is reject the repair and ask for a refund and then wait for the money to be returned to their account. I do not see what is so difficult about that part.

The "industry standards" mean less than what you agree to when you make a purchase. The OP said it had already been "a few weeks" waiting for the part, which would be outside the return window. Decision time was when he had the choice to return within Apple's 14-day return window or wait on a repair. Yes, he can "ask" for a refund if the part fails to come in as expected. But this is now a warranty repair, not a return, and if he thinks a "yes" from Apple for a refund will be as automatic as a refund within 14 days of purchase, he may be in for a surprise.