AppleCare, what's Apple's next move?

[AppleDApp]

I have a 2010 MBP with Apple Care, I've had display replacement, logic board (motherboard) replacement the need to reinstall the OS several times. What do you suppose Apple's next move will be? will they ever replace my computer or what? I just want something that works. I'm not trying to rant just a little annoyed with the time I've had this machine and the amount of time I've spent without it because of issues.

 

[swingerofbirch]

They will eventually offer but you can hasten the process by asking.

 

[Apple OC]

what is wrong with it now?

 

[AppleDApp]

The logic board is being replaced.

 

[Apple OC]

The logic board is being replaced.

if it goes again ... they will likely replace the laptop

good luck

 

[nikhsub1]

I had my 2007 MBP fail the video card 3 times. They didn't offer me anything except telling me I should be grateful they are fixing it.

 

[AppleDApp]

I had my 2007 MBP fail the video card 3 times. They didn't offer me anything except telling me I should be grateful they are fixing it.

Were they replacing it under AppleCare. It doesn't seem like a very apple-like response. Then again i saw a genius raise his tone at a customer today.

 

[pscraig]

Some of the geniuses are hired more for knowledge than personality, but they're usually very professional.

I do have to hand it to these guys, go into an Apple store on any given Saturday and they are slammed all day. It gets old quick, trust me.

I would politely ask for a replacement, and if denied, gradually run it up the chain of command. The store director does have authority to replace a device, so just stay very polite and keep asking. If that doesn't work try the whole process again at a different Apple Store. The service history of your computer are available to any Genius Bar.

If you don't have success, try talking to the AppleCare reps on the phone and see how that goes.

Lastly, did you happen to pay for it with American Express? They often extend warranties of devices purchased on their cards. They replaced my 15" MBP after my 2010 model was damaged by a power surge.

 

[Macman45]

OP

Seems like very little is left that can go wrong for you. I'm guessing that the newLogic Board will fix your issues....If it doesn't you are well within your rights to ask for a replacement.

 

[M5RahuL]

I had my 2007 MBP fail the video card 3 times. They didn't offer me anything except telling me I should be grateful they are fixing it.

I'd rip the *genius* a new one if he/she ever said that to me!!!

 

[SavMBP15]

I had my 2007 MBP fail the video card 3 times. They didn't offer me anything except telling me I should be grateful they are fixing it.

That is definitely not Apple telling you that.

I'm assuming it was a "genius" (who are not hired based on their knowledge, btw).

 

[AppleDApp]

I am a little surprised, the "genius" told me that replacing the logic board would fix my issue. Yet when I used my computer this morning I had the same issue I had prior to bringing in my laptop.

 

[ixodes]

I do have to hand it to these guys, go into an Apple store on any given Saturday and they are slammed all day. It gets old quick, trust me.

That's a good point, yet it's no excuse. They have a job to do & being courteous is part of it.

As a customer, the appropriate respond is to ask to see the manager when that happens so that it can be dealt with on the spot.

 

[Taz Mangus]

I am a little surprised, the "genius" told me that replacing the logic board would fix my issue. Yet when I used my computer this morning I had the same issue I had prior to bringing in my laptop.

At this point I would call Apple and speak with a Senior level advisor about the situation. Press them on a replacement.

 

[Macman45]

^^

The time has come to get it swapped out...Don't scream and shout, just be very quiet and polite, ask for the manager, and whilst you are talking to him explain what the "Genius" told you about being grateful.

One ex genus and a new laptop should be the result. Nothing else is acceptable at this point. You've been more than patient with them IMO.

Let us know how you go.

 

[squeakr]

^^

The time has come to get it swapped out...Don't scream and shout, just be very quiet and polite, ask for the manager, and whilst you are talking to him explain what the "Genius" told you about being grateful.

One ex genus and a new laptop should be the result. Nothing else is acceptable at this point. You've been more than patient with them IMO.

Let us know how you go.

You are mixing up 2 different posters. One was told the grateful comment and the other was not (the OP is the one not told that).

 

[Mal]

Apple's unofficial (or at least not public) policy is to replace the machine if it exhibits failures after three repairs for the same issue or on the same part. Until that point, you're not likely to receive a replacement unless you just talk to someone really nice. If you call Apple and speak to Customer Relations, however, you'll have the best chance of getting a replacement instead of another repair. Again, chances are that won't happen until three repairs for the same problem, though.

jW

 

[SDAVE]

I had my 2008 MBP replaced after the nVidia card issue (it kept flickering) and they changed the logic board twice and the third time they replaced the display. Same thing kept happening.

It took a while, but some brute force helps getting a new one.

 

[AppleDApp]

If the issue persists when I get it back I'll ask about getting a new computer. Worst thing to is I just want to migrate my data to a new computer and part with the 13" MBP.

 

[hypmatize]

I had my logic board replaced twice, top case and airport card. Then they replaced my ribbon cable for my superdrive and finally my battery (swollen). They still wanted to keep fixing it as they said they couldn't duplicate the problems. So I asked to speak to a manager and he still wasn't willing at first and then said we will try to fix it one more time and hopefully the problem will go away. It didn't so when I went back and asked to speak with him they told me he wasn't at that store anymore . I told them I wasn't leaving without a replacement as I use my laptop for school and I can't deal with bringing it in every week. They went in the back for 10-15 minutes and came out and said that they would do a one time replacement even though they could duplicate the problems (video distortion, wifi dropping). As they were doing the replacement the screen did flicker and went black. I was like see I wasn't lying and they were like yes we see what you are talking about now. I bet they just throw the computer in the back and test it for 10 minutes and if they don't find a problem they give it back to you .



wow that was pretty long hopefully that makes sense and I didn't leave anything out.

 

[AppleDApp]

I had my logic board replaced twice, top case and airport card. Then they replaced my ribbon cable for my superdrive and finally my battery (swollen). They still wanted to keep fixing it as they said they couldn't duplicate the problems. So I asked to speak to a manager and he still wasn't willing at first and then said we will try to fix it one more time and hopefully the problem will go away. It didn't so when I went back and asked to speak with him they told me he wasn't at that store anymore . I told them I wasn't leaving without a replacement as I use my laptop for school and I can't deal with bringing it in every week. They went in the back for 10-15 minutes and came out and said that they would do a one time replacement even though they could duplicate the problems (video distortion, wifi dropping). As they were doing the replacement the screen did flicker and went black. I was like see I wasn't lying and they were like yes we see what you are talking about now. I bet they just throw the computer in the back and test it for 10 minutes and if they don't find a problem they give it back to you .



wow that was pretty long hopefully that makes sense and I didn't leave anything out.

Hopefully I will have better luck.

 

[AppleDApp]

Just a little update on where things are.

My first replacement was a display and a bottom case cover.
Last week I received a new logic board.
Tonight when I went to check on my computer they had replaced the RAM.
I should receive my computer tomorrow morning. It doesn't seem like I will be getting a replacement just yet.

 

[AppleDApp]

Finally everything is working.

 

[iforbes]

Finally everything is working.

So what are the details on the final resolution?

 

[AppleDApp]

It was all a big software mess. I doubt I had a failing logic board. RAM might have been on the way out. On the plus side my computer is fixed on the down side I'm selling a two year old computer rather then a brand new current gen MBP.