Constant hardware issues with new Macbook

[joogo]

Hi Everyone,

I have a new 12-inch MacBook for almost a year now and I have constant issues with it since the moment I bought it. Here's my story:

1. I bought my MacBook in the Apple store in Canada in December 2016. Right after that, I moved to Poland and after about 3 weeks time, the first problem occurred. The computer stopped working. The screen turned black and I was unable to turn it on. I rushed to the nearest Apple reseller (there are no official Apple stores in Poland) and surprisingly, they asked me to pay for the service. They suggested it's my fault or it's a software problem and my guarantee doesn't cover that. I rushed to another reseller to confirm that - and the same story, they asked me to pay, but after a short argument they agreed to check what's going on and installed the system again.

2. Two months later I was already living in Malaysia when again - the same story happened. In the middle of writing a document, my Macbook turned off and I couldn't turn it on again. I went to the reseller again and decided to ask them to replace the computer as obviously, it wasn't a software problem, but they sold me the computer for almost 2000 bucks with a latent defect. After tens of calls and discussions with both, reseller in Malaysia and Apple in Singapore, the only thing I've heard from them is that I should be happy that they gave me a 1-year guarantee. Like, seriously?! I'm using their products for over 10 years now: my phones, tablets, computers are all Apple. Not cool, Apple, not cool.

3. So after uneffective argues for almost a month, I finally decided to give up and let them repair it. And guess what? After few month time, another issue happened: my keyboard and touchpad stopped working for no reason. It's also overheating and working extremely slow. I went to the Apple reseller and what they told me? They can only repair it. It's not possible to replace it.

What would you do in my place? It seems like this computer has still many hidden hardware issues and it's just a matter of time I'll have another problem with it. I don't want them to repair it again. And I feel like my battles are not effective and my time's running out. My guarantee is still working for another 2 weeks.

Apple - it's the last time I bought something from you. You've just lost your loyal, long-lasting customer.

Cheers,
Justyna

 

[iMi]

I think the challenges you're facing have more to do with having to service the computer by independent Apple resellers rather than Apple. Obviously moving from one country to another makes this process more difficult.

Have you considered calling Apple directly or maybe in Canada, where you purchased the machine, to see if they can service or replace the machine there? You should be able to mail it. I know Apple has retail locations in HK, which would be much closer to you. The problems you are having would warrant a replacement. Apple is very good when it comes to helping customers resolve issues. I would urge you to get a hold of Apple directly.

Good luck. I'm sorry you're having such a tough time.

 

[joogo]

Thanks for your reply, iMi. The closest Apple store is in Singapore - I called them before and they didn't offer me much help, unfortunately. They only suggested that my only option is to bring it to one of their resellers for repair. Thanks for the advice with contacting Apple in Canada - I will try that and hopefully that will help.

Cheers,
Justyna

 

[MAlexB]

Apple honours international warranty wherever you leave, it just requires a bit more information collection and paperwork on their side... – Never had any issues between US, Europe, and Singapore.

 

[joogo]

Apple saga continues.

The local repair service in Malaysia informed me that the mother board must be replaced in my Macbook. That means, it's the second mother board replacement within 8 months time. I immediatelly called Apple in Singapore and they decided to look into this and work on the Macbook replacement. They were suppose to call me the day after.

For more than 2 weeks I received NO information from Apple (I even emailed them couple of times, but received no reply). I've been patiently waiting and 3 days ago I got an email from the local service provider in Malaysia, that the computer has been repaired. REPAIRED! Wait, what?

I've just called Apple to ask what's going on - they have informed me that the computer can only be replaced when the same issue occurs at least 3 times within a year (last time they told me it's 2 times - what an inconsistency). Seems like they went ahead and let it be repaired without informing me and without my final acceptance.

I can't accept that solution - I can only guess that the computer has some hidden hardware issues that even Apple can't name. I also can't belive in their promisses anymore, especially when my guarantee is over.

Man, their customer service has failed badly. Any advices?

 

[Maxx Power]

Apple saga continues.

The local repair service in Malaysia informed me that the mother board must be replaced in my Macbook. That means, it's the second mother board replacement within 8 months time. I immediatelly called Apple in Singapore and they decided to look into this and work on the Macbook replacement. They were suppose to call me the day after.

For more than 2 weeks I received NO information from Apple (I even emailed them couple of times, but received no reply). I've been patiently waiting and 3 days ago I got an email from the local service provider in Malaysia, that the computer has been repaired. REPAIRED! Wait, what?

I've just called Apple to ask what's going on - they have informed me that the computer can only be replaced when the same issue occurs at least 3 times within a year (last time they told me it's 2 times - what an inconsistency). Seems like they went ahead and let it be repaired without informing me and without my final acceptance.

I can't accept that solution - I can only guess that the computer has some hidden hardware issues that even Apple can't name. I also can't belive in their promisses anymore, especially when my guarantee is over.

Man, their customer service has failed badly. Any advices?

I think the rate at which you are experiencing defects, you might just as well wait for it to die again. Once that happens, you would have satisfied Apple's 3-strike rule for a complete replacement. It may also be a very wise choice now to buy AppleCare. Should issues crop up non-stop within the AppleCare period, you will be covered.