Disappointed with Apple Store repair

Discussion in 'MacBook Air' started by alphaod, Apr 24, 2011.

  1. alphaod macrumors Core


    Feb 9, 2008
    So my Mac is in repair at the moment… and I was quoted 5-7 days for the repair. I called them 4 days ago and they told me they just got the part in. I called yesterday, but they have not started work on my machine.

    Should I mention this is is the 7th repair on this machine?
    1) Fan replacement
    2) Fan replacement
    3) SSD replacement
    4) Display replacement
    5) Display replacement
    6) Display, motherboard, and SSD replacement (that's 3 major parts!)
    7) Top case replacement *Current job*

    After the sixth repair I got the machine with 3 bottom screws loose. Their explanation was "it's fine"; well I accepted it, but I took it back last week because the screws were falling out. Their excuse is I somehow changed the screws on the machine, so therefore the threads are damaged. The rear 3 screws that I've been told are wrong are the top 3 screws at the hinge (measuring 7.9mm long). I'm pretty sure that's the right length and since I never did a repair myself, it shouldn't be my issue.

    However to resolve the issue, I offered to just pay for the top case and that's why it's currently in repair.

    I've been thinking it over and it doesn't seem right that I offered to pay for the part seeing it's not my fault the threads are messed up. That's what 6 repairs does to your machine! If I find the screws [after this repair] are the same length as before (as in when they told me the screws were the wrong size), I should make a case to have this done for free. Personally I'm tempted to go to the store tomorrow to make hell (but I like to be one good terms usually with the Geniuses because problems are fixed a lot easier).

    Then brings the question, why are they still repairing this computer! After 7 repairs, with the latter essentially replacing everything (seeing this is a MacBook Air!), I'm considering asking for replacement computer.

    I'm also annoyed that I have ProCare, but that seems to offer absolutely nothing of value.

    I remember when there was a time when repairs were done same day or available the next morning.

    Anyways, I'm probably ranting by now: I haven't really done many repairs at the store lately, so has this been the case for other folks as well?
  2. Ommid macrumors 6502

    Oct 27, 2008
    Wow! Same thing happened to my air and my pro!

    Loose screws, the top case they fitted was wonky in comparison to the rest of the machine and they took 4 days longer than quoted and kept me waiting in store for 6 hours!
  3. IngerMan macrumors 65816


    Feb 21, 2011
    Sounds like you could use this manual that bally555 posted yesterday. It gives all the great tech specs:D

    Yesterday, 03:33 PM #7
    macrumors newbie

    Join Date: Jul 2010
    Location: Brisbane, Australia
    I have uploaded it to this site.

  4. Lord Appleseed macrumors 6502a

    Lord Appleseed

    Nov 7, 2010
    Apple Manor
    I don't...I ca...I can't...I don't...
    ...what is this i don't even...

    Cant you get a replacement machine? 7 Repairs are insane, mildly said.
  5. Hellhammer Moderator


    Staff Member

    Dec 10, 2008
    Definitely ask for a replacement machine. Usually they replace it after three major repairs, especially if the same part has to be fixed more than two times.
  6. IngerMan macrumors 65816


    Feb 21, 2011
    Here are a few screen shots from the manual I downloaded.

    Attached Files:

  7. alphaod thread starter macrumors Core


    Feb 9, 2008
    Thanks for posting the manuals, but I already had them; that's why I know the screws are the right size despite what the Apple Store said. I think part of the reason I offered to pay for the top case is because I will using the repair to make the point that my original screws were not wrong (so therefore I can ask for the a replacement or ask the charge on the top case nulled).\

    Anyways, I quite annoyed with them even right now. The guy who answered my call yesterday was quick to note they would call me this morning, obviously knowing it's Easter Sunday where the Apple Store is not open for business.
  8. BENJMNS macrumors 6502


    Dec 28, 2005
    why in the world would anyone have to get after multiple display repairs? are you super anal or are there legitimate issues with all those displays you burned through? just curious cuz you don't explain exactly what components failed to meet your expectations and why.

    i had a white blotch (small) on my LCD so i went to the genius bar and had them look at it and replace it. all done in about 2 business days. they replaced the entire top half with new.

    everything perfect again. very easy transaction. they never questioned me as to whether i caused it or not partly because they see that my mba is in as-new condition save for the shinier keys that you simply can't avoid.
  9. zepharus macrumors 6502a


    Aug 7, 2007
    If Im a person that never did anything wrong , or even touch my Air, then Ill be DAMNED if I ever offer to pay for a repair they should cover.

    I smell a rat here...You are either one of "those" ultra anal, picky apple types or you did something to your Air.

    Nobody would put up with 7 legitimate repairs. My guess is that you are a pain in the ass and apple is sticking to their guns
  10. bcaslis macrumors 68020

    Mar 11, 2008
    I would definitely call Apple customer relations and ask for an exchange. That is a ridiculous number of repairs and the store attitude seems terrible. Normally three repairs for the same problem or due to fixes for the first problem will get an offer for a replacement machine.
  11. jenzjen macrumors 68000

    Aug 20, 2010
    Just my 2c, something does not read right. So, after 6 repairs, you agree to pay what $100-200 for a top case repair that you do not believe is your fault, but you agree to pay for it anyway?

    Can you explain that logic unless I've missed something here?
  12. maclaptop macrumors 65816


    Apr 8, 2011
    Western Hemisphere
  13. alphaod thread starter macrumors Core


    Feb 9, 2008
    First display (repair #3), I actually paid the repair since I broken it, the second one was because the hinge cracked (not sure how); the last one I have no idea why they replaced it—computer was shutting down if I moved the hinge, so I figured they replaced it as that may have been the culprit (only to find it wasn't, so they replaced the motherboard, etc.).

    No need to be rude.

    You caught me. I can be a pain in the ass sometimes.

    If I simply argue in the store for hours, it would really get me nowhere.

    But once they do the repair, I will show up with a caliper and service manual showing them that the screws were correct in the first place, so the repair should have been free; that was my attitude towards it until Saturday when I found out they have yet to start on the job despite receiving the parts a few days before that.
  14. ZipZap macrumors 603

    Dec 14, 2007
    Usually with that many repairs there is simply something up. Now in your case the same item is being repaired so to me that means your Apple repair folks could be incompetent.

    Interesting Article
  15. Ommid macrumors 6502

    Oct 27, 2008
    As they were in my local store, same guy both occasions.
  16. funkdoobi macrumors newbie

    Jan 22, 2006
    for all their screw ups, you should just demand a new machine and claim it's a lemon.

Share This Page