Apple going back on agreement to replace computer, after they damaged the computer. What do i do??

[Hakimm]

Hey,

I have a MacBook Pro (Retina, 15-inch, Late 2013). While owning this Macbook I have had several problems with it that have needed major repairs which have been completed by Apple out of warranty due to problems with the particular machine.

Previous to last month I have had

1 x Charger Replacement
1 x Logic Board Replacement
1 X Screen/Logic Board Replacement

Last month my computer started dying randomly no matter what the battery was on. I called apple and spoke to a senior advisor and told him about my previous history of repairs with this machine. I asked for a replacement machine as I had already had a number of problems and he told me that they needed 3 major repairs for it to be done. He told me that I would need to have another repair done and then any other problem they would go straight for a replacement.

I ended up speaking to another senior advisor who put my computer in to have a battery replacement. On collection of the computer I noticed damage to the screen and told the guy in the store to take a photo it and put it on my file as I was not happy. I was reluctant to take the machine back but ended up doing so as was told it was the best thing to do at the time.

The senior advisor is now telling me that regardless of what the advisor said, he was incorrect in doing. And he can only approve me to go back again to the store and put my computer in for another major repair on the screen.

I have tried to argue with him that there was agreement that was previously stated but he is saying there is nothing he can do or no one more senior for me to talk to. He also told me he was unable to talk about internal policies on replacing computer. When asked to complain I was told that the only way to do so was physically writing to them...... Surly there must be something I can do as I have now had 3 major repairs and a charger replacement and they are asking me to go for a fourth for something that is there fault?

Any Suggestions.

 

[MSastre]

File a written complaint and make as much noise as you can. Get a copy of the photo they took in the store (was this an Apple Store?). You should have taken the photo yourself before accepting it back, regardless. See how high up the ladder you can go with calling Apple, no matter what they say. There is always someone higher up. Best of luck!!

 

[TC_GoldRush]

File a written complaint and make as much noise as you can. Get a copy of the photo they took in the store (was this an Apple Store?). You should have taken the photo yourself before accepting it back, regardless. See how high up the ladder you can go with calling Apple, no matter what they say. There is always someone higher up. Best of luck!!

Yup! Sorry to hear about your machine! Keep contacting Apple Support until they do something about it!

 

[raqball]

Are you in the US?

You can file a complaint with your State Attorney Generals office and file a complaint with the Better Business Bureau. Have everything available to upload like documentation of the repairs, email correspondence and photos when you file these complaints.

 

[Hakimm]

I am based in the UK. I didn't take a photo but can take a photo if it anytime and they are not contesting the damage just the way in which to deal with it.

 

[FNH15]

I'm in the US, but my experience may help you:

I originally bought a 15'' retina when they first went on sale (I actually preordered mine; I had probably one of the first of the Retinas sold to consumers). It was a custom ordered 256/16/1GB VRAM model. Over the year and a half of owning the machine, I had the logic board replaced, the display replaced, and the AirPort card replaced. In late 2013, after another failing display, Apple replaced that machine with my current 512/16/2GB VRAM model. You've paid for repairs out of warranty on a machine which keeps failing- keep pushing them, and they'll probably replace it...

 

[T909]

I am based in the UK. I didn't take a photo but can take a photo if it anytime and they are not contesting the damage just the way in which to deal with it.

https://www.gov.uk/consumer-protection-rights

 

[New_Mac_Smell]

I only count 2 major repairs? If you've had 3 then you are entitled to a replacement on the NEXT major failure. You won't get a replacement after having 2 major repairs and a battery replacement. Not sure what the advisor said, maybe you misunderstood. But what they are doing is well within your rights and trying to argue/seek legal stuff isn't going to get you anywhere.

Assuming you've had 2 logic boards, and the third will be the screen, than that's 3 after you've had this last repair. A charging accessory obviously doesn't count as a major repair, nor does a consumable battery.

 

[Natzoo]

Doesnt the UK consumer law apply?

I am based in the UK. I didn't take a photo but can take a photo if it anytime and they are not contesting the damage just the way in which to deal with it.

 

[Ampidire]

In my own experience I was able to email (many years back) stevejobs@apple.com with my experience and proof on all sides of the transactions and get it ratified. This was a 2006 bMB at the time, but had been subjected to many repairs.

 

[Samuelsan2001]

They have repaired it way out of warranty its 4 years old and they have no more obligation than to repair again, they do have an unofficial policy of replacing if the same thing goes wrong three times but that is down to the manager of that stores discretion. In the case of a lot of different issues, they can just keep repairing it in line with their warranty small print. You don't really have a case they are fixing it for free.

You can try contacting apple support and escalating it but that's really your only option.