Apple repair experience?

[novacan3]

Curious if anyone has experienced the same thing I'm going through right now.

I got an email from the apple store that my service part (top-case) had arrived and that I needed to drop off my laptop for repair by Nov 18 or else they would release my part. I dropped off my laptop on Nov 16 and was told that the repair would take 3-5 days. It's been 8 days and no communication from apple, so I called today and they told me that they're still waiting for the top case and that it 'might' be here next week?

I'm without my computer that I need to use for work now and not really sure what to do...has anyone experienced this with apple repair before?

 

[BaggieBoy]

I got my MBP back after 4 days dropping it off for a new top case...however they fitted the wrong one (ended up with US keyboard instead of a UK one). Took it back 3 days later and they replaced it with the correct one within 24 hours.

 

[novacan3]

I got my MBP back after 4 days dropping it off for a new top case...however they fitted the wrong one (ended up with US keyboard instead of a UK one). Took it back 3 days later and they replaced it with the correct one within 24 days.

24 days?! That’s unacceptable..

 

[mcpryon2]

24 days?! That’s unacceptable..

24 UK days is more like 24 US hours, I think.

 

[kohlson]

I think it might be time for some polite escalation. Is the store manager aware of the situation? Have you called into the 1800 (or equivalent) number to politely inquire about the status, and then follow up with "this doesn't seem right - what do you suggest I do to accelerate this?"

 

[BaggieBoy]

24 UK days is more like 24 US hours, I think.

'Twas a typo, it should have read 24 hours...

 

[smallcoffee]

It varies - but at least you have somewhere to go to yell at somebody if things aren't going your way.

 

[ZapNZs]

Apple has been having shortages with some of the top cases in both the UK and US (and likely elsewhere.) They have been doing several things to compensate customers for the inconvenience.

The turnaround time you are facing is IMO not acceptable, and it seems likely someone made an oversight and did not inform you of what was going on. I think it is perfectly acceptable to request an escalation, and, if your model is one of those on backorder, I think it is reasonable to request the repair be performed for a discounted rate (and, if need be, you pick up the computer, use it until the part arrives, and then drop the system off only once the part is in stock.) Apple has, on the whole, been really good about compensating their customers during these top case shortages - in many cases waiving the top case fee entirely.