Apple Repair is backlogged. Straw broke the camel's back today. Done with MBP

[kjvmartin]

I bought one of the first 2016 nTB MBPs with 256mb (with AppleCare).

It had 3 keyboard failures and upon my 4th trip to the Apple store in November 2017 (for a loose USB-C port) they replaced it with a fresh 2017 model. I was thrilled about the free upgrade, assuming the keyboard would be better.

The 2017 MBP had its first keyboard failure about a month ago. I was also seeing some lines/flicker on video playback so they sent it to the depot for its first new keyboard and logic board. A week later I went to pick it up. There was nothing about the graphics issues on the work order. The depot could not reproduce the problem and did not replace the graphics card. They offered to send it in for another week long event to try and get them to replace the logic board, again, but I had urgent need of my computer after being without it.

The issue is getting worse. Today, I returned to the Apple Store and waited 1.5 hours to be seen. The Genius watched a few seconds of video and immediately said "it needs a graphics card or display" He ran his diagnostic, but said it didn't show any issues. Still, he wanted to send it to the depot for repair. I explained my previous situation and he went to consult a manager. Their suggestion was now to order the logic board for an in store replacement. I could keep my computer until the part arrived and then drop it off for approximately two weeks. They are two weeks behind in store and the depot is 20 days backlogged.

I am about to swear off Apple. It would be very painful to switch (nothing Android compares to AirPods), but I feel like I am paying top dollar for unreliable equipment.

tldr: After numerous issues, Apple sent my computer out for a repair, the depot did not do the repair. Now they want to take my computer for two weeks again to do the repair on site.

 

[AppleHaterLover]

You could try another store. Or get a Dell and see how that goes. Or sue them.

 

[krishmk]

I took my MBP for battery swollen and they said it takes 7 to 10 days as they are busy...

 

[udflyer]

I am a huge Apple fan as I like OSX 10x better than windows.

With that said I am rooting for them to fail now. I realize they are a trillion dollar company but I think I am
one iSheep going to leave the herd as well.

Probably going to start with an X1 Carbon and see where Apple is in a few years....

 

[Pangalactic]

nothing Android compares to AirPods

You can use Pixel Buds, they are very similar. If you want something bigger and wireless take this, great sound quality and the battery is 20 hours or so:

https://www.amazon.com/Sony-Noise-Cancelling-Headphones-WH1000XM2/dp/B074KDJVS2


Regarding the issue - agreed, Apple is great until something breaks, then it's a huge hassle to get anything done.

 

[rdowty]

Are you running Sierra or High Sierra?

 

[MBAir2010]

i should work at the local apple store fixing these macs for a couple of weeks, but i don't have those tattoos* or sport a long beard that looks like a swarming beehive from the kalahari desert during the honey churning festival,
bzzzzzzz bzzzzzz.
(*one techie had the Polynesian declaration of surfing techniques from the base of their chin to tip of the middle finger)

oh they should giveya rental macbook, works gotta get done!

 

[kjvmartin]

Are you running Sierra or High Sierra?

High Sierra 10.13.6 (17G65)

Why?

 

[turbineseaplane]

Probably going to start with an X1 Carbon and see where Apple is in a few years....

That's likely what I would do if forced off my 2015 15" for some reason.

 

[bopajuice]

You could try another store. Or get a Dell and see how that goes. Or sue them.

Doesn't Dell have a service that comes to you? Not to mention XPS laptops have been very popular and pretty reliable from what I've read.

 

[raab]

Doesn't Dell have a service that comes to you? Not to mention XPS laptops have been very popular and pretty reliable from what I've read.

My wife has a 2017 XPS 13, it's not that great to use tbh and she's forever doing Windows Updates . Also the webcam is in such a terrible location at the bottom of the screen.

It's already been repaired twice, dead pixels so screen was replaced and the "killer" wifi/bt module died so that got replaced. The in home repair service is good, so you're not without your laptop for long.

Meanwhile my mid 2014 13" MBP is still going strong with no issues. But yeah, that's just one example.

 

[Eason85]

Dell's in-home repair is second to none. Ensures nearly zero downtime. Once you have gotten an XPS and checked it for issues in the first couple of weeks, the chance of failure down the line is zero in my experience (but the slight bugs or issues out of the box are almost 100%).

 

[SDColorado]

My wife has a 2017 XPS 13, it's not that great to use tbh and she's forever doing Windows Updates . Also the webcam is in such a terrible location at the bottom of the screen.

It's already been repaired twice, dead pixels so screen was replaced and the "killer" wifi/bt module died so that got replaced. The in home repair service is good, so you're not without your laptop for long.

Meanwhile my mid 2014 13" MBP is still going strong with no issues. But yeah, that's just one example.

I have had a couple good, long looks at the XPS 15" and really wanted to like it. Aside from the terrible location for the webcam, I was also not impressed with the display (too dim), the sound (muffled due to the speaker location) and how it throttles when on battery vs the MBP. Some other dislikes as well, but mostly aesthetics. I didn't like the thickness or the mixed materials look.

 

[rdowty]

High Sierra 10.13.6 (17G65)

Why?

I've had graphics issues on two machines running Sierra that were not existent after upgrading to High Sierra. Sorry that won't solve your problem. Don't give up. I had a 2016 that was nothing but trouble but have had two 2017's which have not had any issues. Sometimes you get a lemon but dealing with it at a Genius Bar is about a million times better than dealing with something like Dell's phone support. I wouldn't wish that on my worst enemy.

 

[maflynn]

I returned to the Apple Store and waited 1.5 hours to be seen.

That's one of my points of frustration. I waited an excessive amount of time, even though I had an appointment. On one level, with them being so busy, I can understand walkins having to wait, but why make an appointment and then wait 45 minutes

Or sue them.

There's already three class action lawsuits in the pipeline. I'm sure one (or all three??) will cover any and all 2016/2017 MBP owners.

 

[lambertjohn]

I am a huge Apple fan as I like OSX 10x better than windows.

With that said I am rooting for them to fail now. I realize they are a trillion dollar company but I think I am
one iSheep going to leave the herd as well.

Probably going to start with an X1 Carbon and see where Apple is in a few years....

My local Costco sells the X1 Carbon and has one on display. Every time I go there to get some groceries or whatever, I get so tempted to pick one up and give it try. Hey, Costco's got a 90 day return policy so why not? Anyway, the thing is so light and small and fast, and the keyboard is fantastic. But sadly, me and Apple have this torrid love affair that I just can't get out of no matter how many times Apple cheats on me with crappy hardware. Damn you Apple! I love/hate you!

 

[maflynn]

With that said I am rooting for them to fail now. I realize they are a trillion dollar company but I think I am
one iSheep going to leave the herd as well.

For me it seems Apple (or the leadership) seems more focused on profits and/or social issues. While this isn't the proper place to discuss social issues (we have the dumpster fire called PRSI for that), I do think the lack of focus on innovation and the direction of both macOS and the Mac have me thinking my 2018 model may very well be my last Mac. Don't get me wrong this laptop is a really nice product but it seems when the time comes to replace it, I'm pretty sure I'll be needing something that they don't provide.

 

[Newtons Apple]

I expect to keep my new MBP for a few years and will wait until then before I make my choice as what is next. 2-3 years might yield some interesting new hardware. I have left Apple before when it came to laptops, it could happen again.

 

[rajasgt]

Firstly, this was the worst Apple support experience I have had till date.

Problems with the MacBook:

1) Screen has pixel issues (white noise).

2) Keyboard was not working properly.


Current Scenario:

I had booked an appointment with the Apple authorised service centre in India.

I went to the Apple authorised service centre on July 30th, 2018 exactly at 1:00PM which was my reservation time.

My Mac was received by the service centre and an assurance was given to me that the Mac will be repaired within 6 days. After couple of days i.e. on 1st August, I received a call from the service centre that they did not find any issue with the screen and the same will not be repaired/replaced. I pleaded my case stating that I had already showed the proof (photos on my iPhone) and also told them that I had already followed each and every step provided by the Apple chat support to resolve the screen issue, but unfortunately nothing worked and the chat support specifically said that I need to bring it to the Apple store or service centre. Still the service centre blatantly refused to do anything with the screen and said that if I face the problem again, I can bring it to the service centre.

Now I come to August 6, 2018, wherein I called the service centre to see whether my Mac is ready for pick up as it was more than 6 days already. The service centre executive said that the requisite part has been ordered and it will delivered either today or tomorrow and thereafter the repair work will take place. I was disappointed but still accepted that I had to wait for couple of days more without the Mac. Not to mention my work was getting hampered as that is the only machine I have and I require it for work purposes. The service centre executive said that I can take my faulty Mac from the service centre (after 8 days with no work done) and I can come again whenever the part arrives. This was absurd on so many levels as I think these service centres do not have any value whatsoever for time.

On August 8, 2018, I again called the service centre to see if the Mac is ready for pickup. To my utter surprise and disappointment, the Service centre executive told me that the part has not arrived yet and it will take more time and if I have any grievance I can take it up with Apple directly. Thereafter, I contacted Apple via Apple support, subsequently my call was transferred to the “Customer Relations”. I explained and had a 1 hour discussion with Customer Relations. After hearing my concerns she said that she requires some time to get in touch with the Service centre to understand the problem from their side. I explained her that 6 days was the time which was committed to me by the service centre and it’s more that 10 days now. For the same she conveniently sighted Apple’s policy for repair and said that 10+2 days are required and she can provide alternate resolution if it goes beyond 12 days. She insisted on waiting 1 more day to gather the information.

On August 9, 2018, I received a call from her regarding the issue. She explained the problem the service centre is facing i.e. the replacement part is still not shipped from Apple and therefore it will take 4-5 more days for the repair. I requested her to provide me with a resolution because one doesn’t buy expensive products only for it to fail within a year. However, she kept repeating the problem and said there is no other resolution as the service centre has already ordered the part (it is pertaining to note that the part was ordered on August 2, 2018, wherein I handed over the Mac on July 30, 2018 and furthermore it’s a known issue with MacBook Pro 2016/2017). I requested again to provide some other resolution but she was adamant on not providing any resolution other than asking me to wait. She also stated that Apple can provide other resolution after 12 days, but this is also not possible as the part has been ordered(this is absurd). I also asked her to provide a phone number of some other higher official but she refused by stating that I am the highest official here. Thereafter, I requested her to provide me with her email address so that I can take up everything on record but again she refused by stating that she cannot give out email and it is only for internal purpose (which is a blatant lie as previously Apple executives had provided me with their email addresses). She also mentioned that Apple does not have offices stores in India and that’s why they can’t to much here. To the same I replied politely to stop selling products in India.

This is August 11th, 2018. I just had a call with the Apple Authorised Service Centre and they informed me now (after 13 days) that the part itself is not available with Apple and they are not sure how many days would be required for the part to arrive. Thereafter, I contacted Apple Support AGAIN to understand the issue from their side. The Apple executive told me that the part is currently not available in India and this wouldn’t generally happen in UK or USA (This is obnoxious), I don’t need to spell out what this means. He also suggested that if I require my MacBook for work I can take it from the Service centre and start using it with an external keyboard. This is so annoying and frustrating that after purchasing an expensive machine, the manufacturer is telling you to buy something more for it to work properly.

Furthermore, the information on Apple’s system is not updated properly as the executive told me that this machine was already replaced in February 2017. I told him this is not possible as I purchased the Mac on 24 July 2017 for Apple Singapore online store. Then he apologised and said that he has corrected the information. Finally, he said that I will have to wait for infinite amount of time as he cannot give me a timeline. I strongly opposed by saying that this is not acceptable and I need my Mac repaired immediately or replacement should be provided. Unfortunately, he again replied in the negative and said that I will have to wait.

Finally, out of nowhere I get a call from the Service Centre stating that the part has suddenly arrived and there was some mix up at the Apple’s end. I got the top case replaced with that of the 2017 MBP I guess, but still no work was done on the display/screen because they didn’t find or couldn’t reproduce the issue.


I am this close to suing Apple if something happens again. Their customer support has gone down in the drains.

 

[udflyer]

My local Costco sells the X1 Carbon and has one on display. Every time I go there to get some groceries or whatever, I get so tempted to pick one up and give it try. Hey, Costco's got a 90 day return policy so why not? Anyway, the thing is so light and small and fast, and the keyboard is fantastic. But sadly, me and Apple have this torrid love affair that I just can't get out of no matter how many times Apple cheats on me with crappy hardware. Damn you Apple! I love/hate you!

Yes same here. I have an 27" iMac 5K I bough last October I love and a 2014 15" MBP so I will will not be leaving apple for a few years at least but I will be ready to by the time these are slow.

What gets me is my current 15 MBP I paid $1500 for at Best Buy as it was the $1999 model (of which Apple got rid of) because I do not have a dedicated graphics card. BB has $300 of and I used the 10% mover s coupon.

Nowadays you need to start at $2400 and need Applecare so you are at almost $3,000 for a BASE model. No thx.
I am also getting sick of escalating iPhone prices. I wish the general masses would not pay these prices and force Apple and Samsung etc to lower them. But we will.

In addition to Apple's blatant dongleitis sales strategy they are just ticking me off too much.

It would be one thing if their stuff "just worked" but they don't.

Anywhoo I am all over th map with X1 Carbon as well as a Alienware 17" that is 10 lbs !!!! We'll see, fun to look at.

 

[maflynn]

I expect to keep my new MBP for a few years and will wait until then before I make my choice as what is next. 2-3 years might yield some interesting new hardware. I have left Apple before when it came to laptops, it could happen again.

I really need this laptop to last me 3+ years and given the premium pricing, I don't think those expectations are unrealistic.

 

[Newtons Apple]

I really need this laptop to last me 3+ years and given the premium pricing, I don't think those expectations are unrealistic.

Agreed. It should last even longer and still perform well.

 

[maflynn]

Agreed. It should last even longer and still perform well.

The high water mark for me, is 6 years, since my 2012 rMBP is that old and it still functions. That machine is now my kid's and they'll be using it for homework.

 

[Newtons Apple]

The high water mark for me, is 6 years, since my 2012 rMBP is that old and it still functions. That machine is now my kid's and they'll be using it for homework.

Six years and still going is impressive!

 

[bopajuice]

For me it seems Apple (or the leadership) seems more focused on profits and/or social issues. While this isn't the proper place to discuss social issues (we have the dumpster fire called PRSI for that), I do think the lack of focus on innovation and the direction of both macOS and the Mac have me thinking my 2018 model may very well be my last Mac. Don't get me wrong this laptop is a really nice product but it seems when the time comes to replace it, I'm pretty sure I'll be needing something that they don't provide.

Your explanation is exactly how I feel. I have enjoyed my Apple products and finding myself in the eco system by default has not been such a bad thing, except now that I am in, I feel like I belong to a church that won't let me leave. On top of that getting rid of things like headphone jacks and the ever vanishing ports and connections, I feel they are now telling me what is in my best interests.

Lack of focus on innovation and direction is one thing, but then having to pay a premium on products with issues just to continue to belong to this club, has got me thinking I may have to just try something else and just go through the withdrawal process.

The hardest part of all this is my family and many of my friends all use FaceTime and iMessage. If it were not for that I would have left long ago. I can get more for my money by looking elsewhere.
[doublepost=1534247741][/doublepost]

The high water mark for me, is 6 years, since my 2012 rMBP is that old and it still functions. That machine is now my kid's and they'll be using it for homework.

That brings up another point. I have two MB Airs a 2014 and 2015, a 2014 Mac mini and all are going strong with no issues. I take the 2014 MB Air on the road with me all the time. It gets quite the workout and is abused. The charge lasts all day, and the keyboard is fantastic. Not one problem.

The problem is I do not feel the current crop of products can live up to the same quality and standards. Not to mention with every new OS update I may get more features, but I also have more OS bugs to deal with.