I have an issue with my Macbook Pro retina. At the start of the year it had the MLB replaced under a recall because the graphics card was failing. The day I got the repair back, it had a new fault - the battery drains when sleeping. For the last 4-5 weeks I have tried all sorts of things to fix this issue - the machine has been to the local Apple store twice, but they really have been very unhelpful. It seems they are incompetent.
Apple have now offered that I collect the machine for a 2nd opinion at an independent retail centre. I am wondering if I should accept this and if so which one, or ask for another apple store to test. Any advice would be great.
Some background about the issue below...
My MacBook Pro if left sleeping overnight will drain a fully charge ever since the MLB replaced by Apple under a recall at the start of the year. I have been having ongoing issues for 6 weeks and despite around 15-20 calls to apple support by phone and 5 trips to the Apple store in Brent Cross the problem is unresolved. Instead I am continuously being told my issue does't exist or it is a software issue that I need to solve myself. Apple support have not taken the care to follow the basic steps to reproduce the issue and so my computer is still unusable.
The issue is as follows... with a fully charged battery at 100% the lid is closed to start the sleep and then left overnight. In the morning the machine has 0% and won't wake. The issue occurred for the first time the day I got the machine back after the MLB replacement and is only present sleeping over longer periods, say overnight.
The issue is not intermittent i have reproced it every single time 10 times in a row. However, after many attempts to reproduce the issue the Apple genius team couldn't. After many hours of wasted time, it turned out they weren't following the steps that I had been very clear about. Instead they over and over have insisted that I come and collect my machine. They weren't closing the lid to sleep but instead were sleeping from the apple menu. The store manager later defended this mistake and politely talked over me saying "technically it's doing the same thing".
During one walk in, I was kept waiting at the genius bar for 2h 45m for a walk in repair because the staff made a mistake and thought I had left even though I was there the entire time. Then, the genius that finally saw me started the conversation, "so you have an issue with your trackpad".
As my machine seemed like it was taking far too long to get repaired, I rang apple support who successfully filed my complaint but failed to help get my machine fixed. The upshot of filing the complaint was a phone call from the same store manager who continued to politely insist that there was nothing wrong with my machine. I insisted the Apple store was failing to follow the steps to reproduce the issue and then, almost like he was doing me a favour, he said he would personally recreate the steps to double check. The next day he rang back to say he had indeed reproduced the issue and the next step was to try a clean os install (something that I already had tried at home without success). The following day he rang to say that the issue had not reoccured twice with a clean os. I asked how long the sleep had been and it was only 2 hours. Even though I had been clear about this from the start that the issue only happens over longer periods, say overnight. It was clear that even the store manager had not bothered to read the notes. As if it was yet another favour to me, he agreed to test it over night with a clean os, but then said after that I really must insist this machine very collected as if he already knew the result of that test. He rang the next day to say that it had only dropped 11% overnight and so he was sure it was a software issue. He said that the machine is now ready for collection and I should wipe the computer reinstall the OS before installing the software one at a time and keep checking if the issue returns.
I collected the computer, booted into recovery, erased the SSD, reinstalled the OS, and without any software installed whatsoever the issue is still present. I didn't even connect to my wifi, but overnight the battery dropped from 100% to 0% and wouldn't wake.
The thing I am most disappointed about is that the technical support reps have consistently not listened or taken care to read the notes. They are polite and friendly but have wasted about 40-50 hours of my time working with Apple support to try and sort this issue.
This is my only computer and I work for myself, so this issue continues to significantly effect my business.
Apple have now offered that I collect the machine for a 2nd opinion at an independent retail centre. I am wondering if I should accept this and if so which one, or ask for another apple store to test. Any advice would be great.
Some background about the issue below...
My MacBook Pro if left sleeping overnight will drain a fully charge ever since the MLB replaced by Apple under a recall at the start of the year. I have been having ongoing issues for 6 weeks and despite around 15-20 calls to apple support by phone and 5 trips to the Apple store in Brent Cross the problem is unresolved. Instead I am continuously being told my issue does't exist or it is a software issue that I need to solve myself. Apple support have not taken the care to follow the basic steps to reproduce the issue and so my computer is still unusable.
The issue is as follows... with a fully charged battery at 100% the lid is closed to start the sleep and then left overnight. In the morning the machine has 0% and won't wake. The issue occurred for the first time the day I got the machine back after the MLB replacement and is only present sleeping over longer periods, say overnight.
The issue is not intermittent i have reproced it every single time 10 times in a row. However, after many attempts to reproduce the issue the Apple genius team couldn't. After many hours of wasted time, it turned out they weren't following the steps that I had been very clear about. Instead they over and over have insisted that I come and collect my machine. They weren't closing the lid to sleep but instead were sleeping from the apple menu. The store manager later defended this mistake and politely talked over me saying "technically it's doing the same thing".
During one walk in, I was kept waiting at the genius bar for 2h 45m for a walk in repair because the staff made a mistake and thought I had left even though I was there the entire time. Then, the genius that finally saw me started the conversation, "so you have an issue with your trackpad".
As my machine seemed like it was taking far too long to get repaired, I rang apple support who successfully filed my complaint but failed to help get my machine fixed. The upshot of filing the complaint was a phone call from the same store manager who continued to politely insist that there was nothing wrong with my machine. I insisted the Apple store was failing to follow the steps to reproduce the issue and then, almost like he was doing me a favour, he said he would personally recreate the steps to double check. The next day he rang back to say he had indeed reproduced the issue and the next step was to try a clean os install (something that I already had tried at home without success). The following day he rang to say that the issue had not reoccured twice with a clean os. I asked how long the sleep had been and it was only 2 hours. Even though I had been clear about this from the start that the issue only happens over longer periods, say overnight. It was clear that even the store manager had not bothered to read the notes. As if it was yet another favour to me, he agreed to test it over night with a clean os, but then said after that I really must insist this machine very collected as if he already knew the result of that test. He rang the next day to say that it had only dropped 11% overnight and so he was sure it was a software issue. He said that the machine is now ready for collection and I should wipe the computer reinstall the OS before installing the software one at a time and keep checking if the issue returns.
I collected the computer, booted into recovery, erased the SSD, reinstalled the OS, and without any software installed whatsoever the issue is still present. I didn't even connect to my wifi, but overnight the battery dropped from 100% to 0% and wouldn't wake.
The thing I am most disappointed about is that the technical support reps have consistently not listened or taken care to read the notes. They are polite and friendly but have wasted about 40-50 hours of my time working with Apple support to try and sort this issue.
This is my only computer and I work for myself, so this issue continues to significantly effect my business.
