Dead rMBP - Apple won't help

[tmanto02]

Hi guys,

The other day I went to turn on my 13" retina MacBook Pro and it would start at all. It's about 18m old and i have apple care. I left the computer with the geniuses, who when they first looked at the computer said that it was the logic board and then repair was all covered. I just got a call from them and they said that the computer isn't covered due to liquid damage that was not picked up upon first inspection. They want to charge me $900 to fix it!

I have always looked after my computers and do not believe that the computer has ever come in to contact with any liquids, and no one else ever uses the computer.

I'm heading into the apple shop tomorrow to talk to them, does anyone have any advice on how best to handle the situation?

Cheers

 

[yjchua95]

Hi guys,

The other day I went to turn on my 13" retina MacBook Pro and it would start at all. It's about 18m old and i have apple care. I left the computer with the geniuses, who when they first looked at the computer said that it was the logic board and then repair was all covered. I just got a call from them and they said that the computer isn't covered due to liquid damage that was not picked up upon first inspection. They want to charge me $900 to fix it!

I have always looked after my computers and do not believe that the computer has ever come in to contact with any liquids, and no one else ever uses the computer.

I'm heading into the apple shop tomorrow to talk to them, does anyone have any advice on how best to handle the situation?

Cheers

Tell them that they said that it was all covered in the beginning and that you cannot be forced to pay it, because they said it's free in the beginning.

 

[calderone]

Tell them that they said that it was all covered in the beginning and that you cannot be forced to pay it, because they said it's free in the beginning.

Great argument there... Sounds like something a five year old would concoct.

They said it would be covered if the machine is under AppleCare. As you well know, accidental damage is not covered. The discovery of that damage means Apple is no longer required to cover the repair.

Apple has the right to deny the repair due to user damage. End of story.

To the OP, ask to see the evidence of liquid damage and go from there.

 

[tmanto02]

Great argument there... Sounds like something a five year old would concoct.

They said it would be covered if the machine is under AppleCare. As you well know, accidental damage is not covered. The discovery of that damage means Apple is no longer required to cover the repair.

Apple has the right to deny the repair due to user damage. End of story.

To the OP, ask to see the evidence of liquid damage and go from there.

Yes I'll certainly be asking to see the corrosion myself. I genuinely have no recollection of ever spilling anything on the computer so I'm very sceptical.

I'll let you all know how it goes tomorrow.

 

[EOB]

It is either you know that you spilled something on it, or that you have not. How does one forget if you spilled something on a computer in general...

 

[maflynn]

OP, I think you need to have them explain in detail as to why they believe there's water damage.

 

[Anitramane]

It is either you know that you spilled something on it, or that you have not. How does one forget if you spilled something on a computer in general...

Can also be of wet environments or condensation, not only spilling stuff.

 

[sjinsjca]

Can also be of wet environments or condensation, not only spilling stuff.

Doubtful. Review the damage. This is probably your standard-issue denial of accountability on the part of the user. At least, that's my instinct. But the damage will tell.

 

[MacModMachine]

Doubtful. Review the damage. This is probably your standard-issue denial of accountability on the part of the user. At least, that's my instinct. But the damage will tell.

i agree,

condensation will not set them off, the way water damage works is if they see a LSI that is either pink or red than they are required to investigate further for water damage (corroded parts and discolored parts).

 

[Anitramane]

Doubtful. Review the damage. This is probably your standard-issue denial of accountability on the part of the user. At least, that's my instinct. But the damage will tell.

If it is in wet places it is the users fault.

 

[acctman]

So what happened?

 

[cmaier]

Tell them that they said that it was all covered in the beginning and that you cannot be forced to pay it, because they said it's free in the beginning.

LOL. Yeah, that's how it works.

 

[boomhower]

If it is in wet places it is the users fault.

Yes but the sensors aren't 100% right.

 

[tmanto02]

Picking it up tomorrow, will keep you all posted

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Doubtful. Review the damage. This is probably your standard-issue denial of accountability on the part of the user. At least, that's my instinct. But the damage will tell.

Why would I deny accountability to a bunch of strangers on the internet?

 

[cmaier]

Picking it up tomorrow, will keep you all posted

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Why would I deny accountability to a bunch of strangers on the internet?

Not saying you are lying, but if you did have a spill the obvious reason to deny it to us is so that if we had a way to beat apple's refusal to help you, we would tell you what it is.

The same reason iphone thiefs are always pretending they just forgot their password and asking for help to defeat the password lock.

 

[VI™]

If it is in wet places it is the users fault.

It's the user's fault for living in a humid climate? Well darn!

 

[cmaier]

It's the user's fault for living in a humid climate? Well darn!

Humidity doesn't trigger the moisture sensors.

 

[Anitramane]

It's the user's fault for living in a humid climate? Well darn!

Yes it is. If you want to have your device in a climate it wont work with then it is your fault.

Humidity doesn't trigger the moisture sensors.

http://gizmodo.com/5619440/asian-countries-too-humid-for-iphones

 

[Patriks7]

Yes it is. If you want to have your device in a climate it wont work with then it is your fault.

http://gizmodo.com/5619440/asian-countries-too-humid-for-iphones

As far as I'm aware, Apple doesn't state anywhere that it won't work in those climates.

 

[VI™]

[/COLOR]

Humidity doesn't trigger the moisture sensors.

Sure it can. Too much humidity or a change in temperature can cause condensation which will cause a build up of moisture that will create enough water to kill something. Taking your electronic device from the cold in to a warm house can cause it to sweat and the condensation can cause actual water droplets. That's why it's recommended that when you move a device that could possibly be sensitive to water from a colder temp to a warmer temp to leave it the bag and let it warm up slowly. I could see a super humid environment doing this too.

Yes it is. If you want to have your device in a climate it wont work with then it is your fault.

http://gizmodo.com/5619440/asian-countries-too-humid-for-iphones

Then if Apple doesn't already, they need to have it outlined in their warranty information that living in a certain locale will void your warranty.

 

[tmanto02]

Not saying you are lying, but if you did have a spill the obvious reason to deny it to us is so that if we had a way to beat apple's refusal to help you, we would tell you what it is.

The same reason iphone thiefs are always pretending they just forgot their password and asking for help to defeat the password lock.

Ahh got you. Well no I can assure you that's not the case. All I know is that my computer was working perfect one day then wouldnt start the next.

If there is corrosion on the logic board like Apple says, then it must have been from so long ago that I can't remember, which if that was the case I doubt that it would be the cause of the issue, but I know that at argument would be completely irrelevant for Apple. Any way I'm picking the notebook up in a few hours so I'll let you know what I find.

 

[IndoX]

Ahh got you. Well no I can assure you that's not the case. All I know is that my computer was working perfect one day then wouldnt start the next.

If there is corrosion on the logic board like Apple says, then it must have been from so long ago that I can't remember, which if that was the case I doubt that it would be the cause of the issue, but I know that at argument would be completely irrelevant for Apple. Any way I'm picking the notebook up in a few hours so I'll let you know what I find.

Once liquid is found every argument goes out the window: it's accidental damage. They will deny any repair to the machine regardless if it's a defect or not and offer to send out the computer to a repair facility for a flat rate cost. In store technicians will NOT work on a product that has any liquid.

 

[Artimus12]

So what was the outcome?

Is it possible that someone else spilt liquid on it, then cleared it up without saying anything to you?

 

[tmanto02]

So what was the outcome?

Is it possible that someone else spilt liquid on it, then cleared it up without saying anything to you?

So when I went into pick up my MacBook I spoke to one of the geniuses. I asked them to show me proof of liquid damage cause I was in disbelief. You ventured me a photo of the corroded screw connected to the logic board. Still in just belief I became that guy and asked to see you with my own eyes. I've attached a photo of the corroded screw. I still find it strange considering there were no signs of liquid residue or anything but anyway. They told me it would cost approximately $900 to replace the logic board and test other components for damage so they couldn't really give me an exact cost to repair.

So now I'm stuck with a dead one and a half year old top-of-the-line MacBook with retina display.

 

[IndoX]

so when I went into pick up my MacBook I spoke to one of the geniuses. I asked them to show me proof of liquid damage cause I was in disbelief. You ventured me a photo of the corroded screw connected to the logic board. Still in just belief I became that guy and asked to see you with my own eyes. I've attached a photo of the corroded screw. I still find it strange considering there were no signs of liquid residue or anything but anyway. They told me it would cost approximately $900 to replace the logic board and test other components for damage so they couldn't really give me an exact cost to repair.

So now I'm stuck with a dead one and a half year old top-of-the-line MacBook with retina display.

Sorry about the outcome. Any signs of corrosion/rusting inside the machine points to liquid unfortunately. For safety reasons technicians cannot "show" you the liquid damage other than taking a photo.

And to the poster who suggested the Genius team spilled liquid on the machine: liquids are not allowed inside the room where the techs work on the machines.