Apple technician damaged my MacBook

Discussion in 'MacBook Pro' started by Thatquadguy, Mar 26, 2014.

  1. Thatquadguy macrumors newbie

    Mar 9, 2014
    I took my my macbook in for repair last week, I went to pick it up today and found a dent on the corner of the bottom housing. I showed this to the genius there and as this damage was not written on the repair authorisation sheet they offered to send it back in for repair again.

    This will most likely take another week. I had to leave before I could make a decision to due needing to be at a college lecture, I am planning on visiting the store again tomorrow to resolve this.

    Can I claim for a replacement macbook instead of waiting for repair again?
  2. siurpeeman macrumors 603


    Dec 2, 2006
    the OC
    you can call up apple support and see what they have to say, but i don't think it'll be anything different. the genius offered you a resolution on the spot; even though the store is at fault, i don't think it merits a replacement computer.
  3. Striker-UMB macrumors regular

    Feb 15, 2010
    So because the technician damaged his/her Macbook he/she now has to be inconvenienced and wait a week before they get back there computer? That is ridiculous, Apple should give him/her a replacement and then fix the dented one and put it in the refurb store.
  4. alphaod macrumors Core


    Feb 9, 2008
    Offering to fix this for free is as good a resolution there is.

    Just because it's not written the repair form doesn't mean it wasn't there in the first place.

    Now if they broke say the motherboard or fried the display, then yes you should be asking for a new computer since they damaged a part of the computer that would have affected its overall functionality.

    Cosmetics, not so much.
  5. simonsi macrumors 601


    Jan 3, 2014
    This statement is ridiculous /\ Keep a sense of proportion....a minor dent that <might> be Apple handling deserves a repair for free, which has been offered....a full replacement machine is way out of proportion.
  6. Serelus macrumors 6502a


    Aug 11, 2009
    You're not entitled to a new Macbook just because someone makes a mistake, that is plain ridiculous. Especially if the machine is working properly.

    Now if the Apple Employee were to deny any involvement in the damage, this would be a completely different story.
  7. maflynn Moderator


    Staff Member

    May 3, 2009
    No, they'll repair the machine, why do you feel entitled to a new machine? Its was most likely an unfortunate accident that Apple is taking responsibility for.
  8. nickandre21 macrumors 6502a

    Jun 21, 2012
    Just go with the repair, apple warranty does not cover cosmetic damages. The store has offered to fix their mistake out of their own funds. However if there is a functionality issue due to the damage then go ahead and ask for a replacement.
  9. Blue Sun macrumors 6502a

    Feb 11, 2009
    They damaged the computer, then tried to return it to OP (probably hoping him/her wouldn't notice the damage they caused). This is completely unacceptable. A replacement is definitely in order.
  10. Quackers macrumors 6502a

    Sep 18, 2013
    Manchester, UK
    This may not be "just" a cosmetic problem.
    What if it's been dropped? The OP doesn't know what caused it and neither do we.
    The machine needs to be checked out thoroughly. Drop sensor needs checking too.
  11. davidjearly macrumors 68020


    Sep 21, 2006
    Glasgow, Scotland
    The obvious solution here, certainly to me, is that your machine is repaired and you are given a loan macbook for the period it has to go in for repair. Otherwise, a small goodwill gesture in the form of an iTunes voucher would suffice.

    That's the level of service I'd expect, not a replacement computer.
  12. tech4all macrumors 68040


    Jun 13, 2004
    lol, you're living in a dream world. The computer was working fine, it got a dent, they're fixing it. Sorry, but that doesn't permit a new computer!
  13. Blue Sun, Mar 28, 2014
    Last edited: Mar 28, 2014

    Blue Sun macrumors 6502a

    Feb 11, 2009
    So you're happy to buy an expensive computer, have it repaired because of a fault, have it damaged through the carelessness of an official Apple technician (whom is suppose to repair it), then get it back without any acknowledgement of how the damage was incurred? Also, who knows what else was damaged in the (likely) drop. I don't think that I'm the one in the dream world.
  14. Striker-UMB macrumors regular

    Feb 15, 2010
    Thank you someone with sense. I guess these people don't mind spending over 2 grand and having there heard earned purchase damaged and then returned to them without any acknowledgement. Money must come easy to those few I guess.

    Apple should either give you (OP) a loaner while your computer is being repaired or a replacement. I wouldn't except any less than that, you shouldn't have to be inconvenienced for a week because of something they did. Trust me Apple can afford either option no problem, as long as your respectful, but firm Apple will do one or the other.

    A couple years ago my aunt spilled red whine on her 15"MacBook, she told the Apple employee the truth and after a little bit of taking the genius talked with the manager and he told my aunt if she purchased Apple care (she only had her computer about 8 months) they would replace it for her. They gave her a new replacement which was an even higher spec'd machine than her original one as it was the newest model released. If they could do that for my aunt, I don't see why they can't do something to help you. Don't listen to these so called "know it all's" on here. Hopefully a solution is reached soon.
  15. michaelsviews macrumors 65816

    Sep 25, 2007
    New England
    A dent is a dent is a dent and Apple is fixing this , now spilling a liquid would do a hell of a lot more damage than a cosmetic dent don't you think?
  16. Serelus macrumors 6502a


    Aug 11, 2009
    Where does your sense of entitlement come from? Just because you spend a large amount of money means you should get some sort of premium treatment? Spending that amount of money is a conscious decision. Not a reason to say "Heey I spend alot more than the average, Asus laptop consumer so I am entitled to a replacement when an employee makes a mistake."
  17. Mac.User macrumors 6502

    Aug 25, 2013
    I like how everyone assumes its just about wanting a new machine and NOT about not wanting to wait a week again.

    New Machine + file transfer 1-3 hours.
    Waiting for fix on an issues THEY caused = 1 week

    Which do you THINK a person that does not like to waste time wants? Fixed in 1-3hrs or 1 week?

    If fixing the body would only take a day or two then I'd see the complains some have as valid, but when you just lost a week, and now have to loose a 2nd week, that can be a huge inconvenience when you have to get stuff done.
  18. mhdena macrumors 6502

    Sep 16, 2009
    Well if it was me and I was as bothered as the OP says, I would not have taken it, but insisted it be returned to me like I left it with them.

    Not only is he now wasting another 2 trips, he didn't seem bothered enough to leave it to be fixed right.

    So his credibility looks suspect, and then come crying on the internet about a replacement :eek::eek::eek:

    What kind of new fool would do that:confused:
  19. Hexaea macrumors member


    Nov 29, 2008
    Do people really feel so entitled from the smallest slight?
    Boohoo you don't get a new laptop because someone dinged yours.
  20. Altemose macrumors G3


    Mar 26, 2013
    Elkton, Maryland
    I personally have had my MacBook damaged by the Genius Bar and depending on the damage it is their ball essentially. If the dent was in the body then they replace the body. If on the bottom panel you get an unserialized bottom panel to make it look really shady if ever picked up when lost.

    Apple gave me an unserialized MBP bottom pan and it looks terrible. They will repair it though, but never do the right thing and replace it.
  21. Striker-UMB macrumors regular

    Feb 15, 2010
    You seem to be missing the point it's not about entitlement or as you put it "Not a reason to say "Heey I spend alot more than the average, Asus laptop consumer so I am entitled to a replacement when an employee makes a mistake"

    It's about Apple doing the right thing and correcting there mistake. Would you just take the bus back and forth to work/school for a week if your mechanic damaged your car? Would you use payphones for a week if your phone provider/technician damaged your phone? You can get all dramatic, and try and put words in my mouth all you want, but that's not what I was saying at all.

    But hey that's your life, if you don't mind employees damaging your property than that's your prerogative. Yes the employee made a mistake and probably wasn't intentional, but it doesn't change the fact that his/her computer is still damaged. Whether it's a small dent or a huge dent, the OP already said they will lose there computer for another week. That is where the problem lies. Most of you don't seem to understand or grasp that concept:confused:. It's not about a small cosmetic dent, or which computer brand/company etc it is or "self entitlement". The OP shouldn't have to be inconvenienced that long over someone's mistake. The people on these forums never cease to amaze me, truly unbelievable:eek:
  22. john123 macrumors 68020


    Jul 20, 2001
    Guess what? Stuff happens. Guess what else? Just because we have a different opinion than you doesn't mean we are "so called 'know it alls'." I have no problem with what Apple proposed here. If it's inconvenient, he can have the damage put in case notes and send it back at another time.

    They are doing the right thing. If a repair takes longer in the shop due to something going wrong, does the shop give you a rental car? Nope.

    I would say that a sense of entitlement is what is "dramatic."


    We grasp it fine. We just disagree with your world view. Accusing others of "not grasping" something just because they disagree with your evaluation of the facts—it's kinda ironic.
  23. IndoX, Mar 29, 2014
    Last edited: Mar 29, 2014

    IndoX macrumors 6502

    Oct 12, 2011
    When I worked at Apple, customers used to come in all the time to pick up their computers and attempt to say that a dent that was there before wasn't. It happens ALL the time. Majority of the time, the genius who checked in the computer was careless and didn't document it.

    I am not saying this is what happened with the OP, however, these systems are in place to prevent abuse. Any sort of damage that may happen within a repair is instantly covered. Under no circumstance, if the part exists to replace, will Apple replace the entire computer - whether it's the technician's fault or not.

    I think immediately recognizing a dent and offering to cover it is great service. Go elsewhere and look at the response you get.

    I have absolutely no pity for anyone who think's otherwise. There are always exceptions to this, but generally speaking, you agreed to the terms and condition when bringing in the computer for repair - and being entitled to a replacement computer is not going to get you anywhere.

    EDIT: And to clarify what I would've done had I still been working at Apple:

    Apologize for the dent. Immediately offer to cover it as a priority repair and have it back to the customer within 24-48 hours.
  24. Dovahkiing macrumors regular

    Nov 1, 2013
    Pretty much it.
  25. Naimfan macrumors 601


    Jan 15, 2003

    Stuff happens and they're prepared to do the right thing and repair it. End of story.

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