Grounds for replacement?

[Richie271]

Hey guys,
I'm a pretty avid Mac fan but over the last 3 weeks I've been pretty disheartened.

Heres the facts:
1 top case replacement £146
1 keyboard replacement £94
2 logic board replacements £301 each
2 weeks with no laptop
Was informed it was fixed arrived and it was infact broken still!
Total travel time to and from the mac store 4 times 12 hours + petrol costs.

Do you think I have a right to ask for a new MBP so I don't have to wait for my third logic board replacement which is because they installed a faulty one and didn't seem to check it?
If you do think so how do you think I should approach it because tbh I'm mad, really mad but do you thinking being calm will be more reasonable?

Any more thoughts?

Thanks!

 

[Richie271]

No-one?

 

[aicul]

If the mac was new, then it should all be covered by the warranty - except of course your direct travel costs.

If the mac was old (second hand) ...

 

[NikFinn]

I would say yes, it is grounds for replacement. Go in level headed and speak to the manager. Be courteous but firm while explaining your situation and with any luck you'll go home with a new machine.

 

[Richie271]

It is relatively new only a few months old so still covered by warranty the main issue for me is the premium cost for the machines that usually run very well and the customer support is usually incredible unfortunately I have been hugely inconvenienced twice now on top of the travel cost and time pretty much wasted.

Ok thanks Nik, I'll ask to speak to the manager and explain the whole situation and I now plan on asking for a new machine to ensure that everything is in working order and that I won't have to return any time soon.

Thank to both of you!

 

[kaheiyeh]

I'd say yes.

My 9 month old 2010 15" MBP broke down and the Genius said they needed to replace the keyboard/topcase/logic board (Very similar to your replacements). Got quoted a week for the fix. 3 weeks later, still no answer from Apple and then on the 4th week, they called me to offer me a replacement 2011 15" MBP. They even offered to customise it for me with whatever I wanted (RAM/HDD/Screen etc.) and ship it direct to my door too.

So if it's taken you that long, and that much inconvenience, I'd say yes. As advised, do stay calm and lay down all the facts slowly to them. Don't rush in all mad demanding a replacement as it'll just ruin your chances.

 

[Consultant]

Hey guys,
I'm a pretty avid Mac fan but over the last 3 weeks I've been pretty disheartened.

Heres the facts:
1 top case replacement £146
1 keyboard replacement £94
2 logic board replacements £301 each
2 weeks with no laptop
Was informed it was fixed arrived and it was infact broken still!
Total travel time to and from the mac store 4 times 12 hours + petrol costs.

Do you think I have a right to ask for a new MBP so I don't have to wait for my third logic board replacement which is because they installed a faulty one and didn't seem to check it?
If you do think so how do you think I should approach it because tbh I'm mad, really mad but do you thinking being calm will be more reasonable?

Any more thoughts?

Thanks!

It is relatively new only a few months old so still covered by warranty the main issue for me is the premium cost for the machines that usually run very well and the customer support is usually incredible unfortunately I have been hugely inconvenienced twice now on top of the travel cost and time pretty much wasted.

Ok thanks Nik, I'll ask to speak to the manager and explain the whole situation and I now plan on asking for a new machine to ensure that everything is in working order and that I won't have to return any time soon.

Thank to both of you!

I am sorry but that's complete BS.

If an Apple computer is under warranty then there is NO repair cost.

Unless there is something you are not telling us, such as user damage.

 

[Richie271]

I'd say yes.

My 9 month old 2010 15" MBP broke down and the Genius said they needed to replace the keyboard/topcase/logic board (Very similar to your replacements). Got quoted a week for the fix. 3 weeks later, still no answer from Apple and then on the 4th week, they called me to offer me a replacement 2011 15" MBP. They even offered to customise it for me with whatever I wanted (RAM/HDD/Screen etc.) and ship it direct to my door too.

So if it's taken you that long, and that much inconvenience, I'd say yes. As advised, do stay calm and lay down all the facts slowly to them. Don't rush in all mad demanding a replacement as it'll just ruin your chances.

Ok thanks for the advice, I'll just explain the issues I've had with the laptop and their repairing of said laptop to the manager and state that I believe it would be simplier if it were just replaced so it can be over with already.

I am sorry but that's complete BS.

If an Apple computer is under warranty then there is NO repair cost.

Unless there is something you are not telling us, such as user damage.

Sorry you've misunderstood me, I was stating the cost merely to show what the cost was for them to repair my machine in comparison to the cost of what a new laptop would cost them especially when considering they could stop seeing me come in with issues and basically having a bad experience and it would save their repair guys some time!

 

[Jakeblu]

I am sorry but that's complete BS.

If an Apple computer is under warranty then there is NO repair cost.

Unless there is something you are not telling us, such as user damage.

I don't think he is claiming to have paid that, I thought you saw the repair bill even when paid by applecare. I think it's the inconvenience of being without his laptop and the extra expense of travel & time that's the problem. Rightly so IMO

 

[Richie271]

I don't think he is claiming to have paid that, I thought you saw the repair bill even when paid by applecare. I think it's the inconvenience of being without his laptop and the extra expense of travel & time that's the problem. Rightly so IMO

As explained in the post above you are correct
Definitely without the laptop and the travel cost and time - damn petrol prices!

 

[Apple OC]

good luck and be polite ... I then see you walking out with a new machine

 

[Richie271]

Update:
Went to apple today had my airport replaced on the spot by what seemed to me like a pretty worried apple genius, I think he knew I was rather annoyed at the company. Done in less than 2 hours and demoed to a rather happy me

Got home an 2 hours later due to traffic etc excited to use my mac again only for it to once again have a broken airport. So I rang apple and they instantly put me through to a manager of the call center after viewing my repairs history. After a 10 minute conversation with me he stated he was going to send me a brand new macbook pro 2011! So I'm now happy. Apple really do care, they just like to eliminate all other options first!

Thanks for all the help!