Apple Genius Bent my MBA

Discussion in 'MacBook Air' started by segrobja, Sep 14, 2015.

  1. segrobja macrumors regular

    Sep 20, 2013
    Brought my MBA in yesterday to get the hard drive replaced cause it failed. Picked it up today, got home and noticed that it no longer sits level on a flat surface. The lower right corner (where your right wrist hits while typing) is bent up higher than the other 3 corners and causes a super awesome wobbling effect when typing fast. By the time i noticed this the store was nearing closing and they didn't answer their phone. So I called Apple Care and created a case regarding this and sent an email to retail store feedback. I plan on going back to the store tomorrow to address this. Photos of both front corners attached. Is this typical or is this seriously an error on Apples part?

    Attached Files:

  2. macnerd77 macrumors regular


    Jan 9, 2007
    Northern California / Bay Area
    I am very interested in what happens with this. Please keep us posted.
  3. Shirasaki macrumors 604


    May 16, 2015
    I am also highly interested in what would happen next. Please keep us posted.

    And, if it is true, I would rather doubt if Apple will eventually damage my defect product, forcing me to buy a new one with full price. (Currently not a defect product)
  4. asoksevil macrumors 6502

    Jun 7, 2010
    Taipei, Taiwan
    I had a similar issue with an Apple Genius back in 2013 I believe. I left my MBA for service regarding battery/something else and when I came to pick it up it had a dent on the upper right size of the screen and in the bottom case (it seems that dropped from somewhere), pretty noticeable. I figured this out when I got back home as the store was closing that day and waited until tomorrow morning to give them a call ASAP.

    I was told there was no way the Genius team did that. It was either already there when I serviced it (implying that I did it) or someone else did it through the course of the repair. During the initial cosmetic diagnostic no major issues were described, just the usual "minor scratches due to computer´s age." I escalated this issue with 2-3 Store managers and in the end the only thing I could get was to have my bottom case replace for free, but they will not be in charge of the screen dent as there was no way to "prove it."

    Morale of the story: ALWAYS check the initial diagnostic regarding cosmetic changes AND upon receipt of your Mac to match that everything is correct. I am pretty sure had I questioned them right away when I was given back my Mac they would had been responsible.
  5. segrobja thread starter macrumors regular

    Sep 20, 2013
    Yeah, I thought that Apple had their **** together and I didn't have to really worry about bs like this. But clearly their standards of service have dropped over the past few years.

    Sent a lengthy email to Apple Retail Feedback last night. Filled out the Genius Bar survey. And just called the store and a manager is supposed to be calling me back within a 1/2 hour. This will be resolved today.
  6. segrobja thread starter macrumors regular

    Sep 20, 2013
    Just to update those that are interested in the out come. Just spoke with the Store Manager of the store that bent my computer during repair. They are swapping it out for a brand new MBA. Heading in about an hour to swap it out. Will let you know how that goes.
  7. CaliKev macrumors member


    Jun 24, 2007
    San Francisco, CA
    Just so everyone knows, Apple retail takes these types of concerns and issues seriously. That's why there is a part of the authorization that requires the Genius or Family Room Specialist to notate any damage. If no damage is reported, then the store takes responsibility. I'm happy to hear that the store will be swapping out your MBA. That's exactly what they should be doing. :)
  8. segrobja thread starter macrumors regular

    Sep 20, 2013
    This went from my worst Apple experience to my best.

    Went to the store, spoke with the manager that I had arranged the swap with. Tech came over to do the swap.

    Swapped my Mid-2013 13" MBA with the 1.8, 4GB RAM, & 128 GB SSD with a brand new MBA (Sealed in box) with the 2.2, 8GB RAM, and a 512 GB SSD. I am beyond happy with this resolution.

    Best part is I get to add Apple Care to this new one and have coverage until 2018 where as the coverage on my damaged model was expiring in 2016.
  9. phrehdd macrumors 68040


    Oct 25, 2008
    I hope you find resolution and that Apple does the right thing. For me, its a lesson learned that when bringing in anything anywhere for repair, to make sure we (myself and whomever is taking my equipment) agree as to the status/condition of the item.

    I remember working long ago at a place where someone had a "Powerbook" repaired. The bezel around the keyboard was snapped (broken) and the person who did whatever was asked used acetone to mend the plastic but it was quite obvious it was broken. They refused to replace the bezel and said it came to them that way. That was the day I started what I mentioned above - condition of item upon submitting.
  10. Violafab macrumors member


    Nov 12, 2014
    Congrats! It sounds like a good solution
  11. itsmefudge macrumors regular


    Jun 10, 2009
    Middle of the Pacific
    That's awesome! Nice work Apple Store.
  12. 960design macrumors 68030

    Apr 17, 2012
    Destin, FL
    Yep... this is what I like to see / read about.
  13. davegoody macrumors 6502


    Apr 9, 2003
    Reading, Berkshire, England
    This is exactly the level of customer service that Apple are renowned for. This is the RIGHT outcome, well done Apple. You may pay a little more than for a comparable Windows PC, but Dell, Lenovo etc would have been hard work to get anything out of. Well done to the OP for persevering with this.
  14. Left4DeadBoy macrumors regular


    Sep 20, 2015
    Going back to the store? I need more details.
  15. henry72 macrumors 65816


    Jun 18, 2009
    New Zealand
    Wow this is awesome! Way beyond a "like for like" replacement! You got 512GB Flash, 8GB RAM and i7 :)
    Enjoy your brand new MacBook Air :p
  16. Falcon16 macrumors member


    Sep 26, 2015
    That ARS manager definitely went above and beyond. It's normally like for like but I guess in your case since clearly it was damage cause by them during repair he felt justified in going above for you. I'm glad you phoned in and sent feedback and did everything you were supposed to and I'm glad you got a good resolution. Your issue at least is legit unlike some recent threads I've seen in other subforums of people having a cry fest for no good reason.
  17. Floris macrumors 68020


    Sep 7, 2007
    It is a real shame that you have this experience at all, but I am glad they're not hiding behind corporate fine print and did the right thing and made sure a customer with a bad experience becomes a return customer leaving with a matching product in good state and quality. It is a huge plus that your specs got bumped, and lets hope this device doesn't give you any trouble; though you do have apple care now.

    To compare this.. yesterday I was at the tmobile store, because I had a question about the iPhone6sPlus order, and I just happen to walk by one.. We got to talk about my iPhone 5s and I mentioned in a few weeks my 24 months are up, which is perfect timing because my battery on the 5s is showing it's near end of life. The guy mentioned that I probably have to pay Apple to repair it, but that since I am not beyond my 24 months with tmobile that they swap it free of charge. I told him I will go home, back up with iTunes, turn off find-phone, pull the sim and come back today.

    Today the guy isn't working, and the woman in the store says right away 'you have no warranty', she wasn't interested in offering anything for free. Her excuse was 'I am a Samsung person, not really an iPhone girl'. I thought it was best to not even comment on that, took a breather and said "Check with your colleague, because I was told it's covered, we had a lengthy conversation about it. Could you otherwise explain why your colleague was ly.. i mean misinforming me?'

    She came back after talking to others in the store and tried to convince me warranty is 6 months, .. 30 days, 90 days!, 1 year.. "maybe" 24 months. I took the repair form they were filling in and the fine print mentioned 24 months, pointed it out and said "If I leave the phone here, while I was told it would be a free repair, and it says here it's iwthin warranty of 24 months, I expect no bill, please tell me now". She said it looks like it was free, and they took the phone.

    That experience, where the people working there have no clue what they're selling, do not want to give customer support beyond 'sales', and just tell you what you want to hear .. vs walking into apple, getting someone assigned to you personally and listening to your story and are even willing to swap out a device to resolve a problem. What a difference. It really makes me want to just pay the 150 bucks to Apple to feel 'good' about getting a battery fixed, and it makes me regret even talking to tmobile to try and get it fixed under warranty (which they offered and explained I have when I wasn't even asking about it).

    So yeah, i am glad that when you spotted a problem, that Apple reviewed it and swapped the device. 'That', is customer service.

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