I want to warn on this service provider, My essential insurance under Amex.
This will be long story Im afraid, sorry.
My Macbook air laptop has been water damaged causing partial keyboards weird pressing feeling and noise, dimmed backlight while I was in overseas.
My essential team asked me to get estimation from Apple authorized store and I did then given go ahead with repair but unfortunately they didnt have UK keyboard to replace entre top case quoted just £175.
So I got back to My essential then they gave me two options :
1. Take laptop to Apple store
2. Use their repairer
Given that urgency and jet lag, I chose the option 2 then they arrange career service to pick it up and returned back to me after couple of days with letter stating that its been fully tested and repaired.
However the keyboards had same problem (no backlight, weird sounds/feelings) with only slight level of improvement (less noisy keyboard). While theyre closed, I consulted with Apple engineer and they asked me whos been handled the repair. It turned out to be theyre NOT Apple Authorised repairer!
I was genuinely shocked and made a claim since I was not advised fully when I was given two repairing choices and had no doubt that theyll send this to the Unauthorised repairer to fix such a sophisticated gadget (from my subjective view)
Now after spent days with claim managers, customer relations manager, I was only given one option to send my laptop back to this unauthorized repairer again without knowing that whether theyll be able to fix it or wasting my another time. The claim manager made the poorest excuse this year so far, saying that they sent it to repairer to DIAGNOSE the issue NOT necessary to fix the issue while it came back with confirmation letter saying that its been fully tested and fixed. Was he out of mind or is it new trend of joking??
Therefore Im seeking independent advisor and help on this dispute and protect my consumer right. It would be very appreciated if someone can advise me.
I would not recommend this service provider to Apple owners or Please be aware that their repairer service provider is not Apple authorized one if the carrier pick up service sounds good to you.
Ive been with My essential for couple of years and its a shocking and huge disappointment from Amex in this occasion since I was not given single apologies nor admittance of their mistake, fail to provide full customer information before making decision on their valuable property.
This will be long story Im afraid, sorry.
My Macbook air laptop has been water damaged causing partial keyboards weird pressing feeling and noise, dimmed backlight while I was in overseas.
My essential team asked me to get estimation from Apple authorized store and I did then given go ahead with repair but unfortunately they didnt have UK keyboard to replace entre top case quoted just £175.
So I got back to My essential then they gave me two options :
1. Take laptop to Apple store
2. Use their repairer
Given that urgency and jet lag, I chose the option 2 then they arrange career service to pick it up and returned back to me after couple of days with letter stating that its been fully tested and repaired.
However the keyboards had same problem (no backlight, weird sounds/feelings) with only slight level of improvement (less noisy keyboard). While theyre closed, I consulted with Apple engineer and they asked me whos been handled the repair. It turned out to be theyre NOT Apple Authorised repairer!
I was genuinely shocked and made a claim since I was not advised fully when I was given two repairing choices and had no doubt that theyll send this to the Unauthorised repairer to fix such a sophisticated gadget (from my subjective view)
Now after spent days with claim managers, customer relations manager, I was only given one option to send my laptop back to this unauthorized repairer again without knowing that whether theyll be able to fix it or wasting my another time. The claim manager made the poorest excuse this year so far, saying that they sent it to repairer to DIAGNOSE the issue NOT necessary to fix the issue while it came back with confirmation letter saying that its been fully tested and fixed. Was he out of mind or is it new trend of joking??
Therefore Im seeking independent advisor and help on this dispute and protect my consumer right. It would be very appreciated if someone can advise me.
I would not recommend this service provider to Apple owners or Please be aware that their repairer service provider is not Apple authorized one if the carrier pick up service sounds good to you.
Ive been with My essential for couple of years and its a shocking and huge disappointment from Amex in this occasion since I was not given single apologies nor admittance of their mistake, fail to provide full customer information before making decision on their valuable property.