Hardware support weakening

fweber

macrumors newbie
Original poster
Jul 9, 2015
19
12
Germany
Hi,

still a bit disgruntled from my experience at Apple Store today, but however, i'd like to discuss an USP of Apple's ecosystem.

For me, Apple's product stood out due to their longevity. And in case anything gets broken, they will fix it. Within warranty usually for free, but also after warranty ends they will not hesitate to care for their customer.

Currently, i have to deal with a Mid-2014 MBP15 with swollen battery, a 3 months old MBP15 with defective thunderbolt port and an iPhone X with swollen battery.

The defects are not the main issue however. Problem is, it has become madness to get those devices repaired. Apple Stores nearby don't do Macbooks at all anymore. Apple phone support recommends authorized resellers, which then ship the devices in to Apple again. For the iPhone on the other hand, Apple feels responsible but cannot replace the battery or the device, because it's 2 months out of warranty. Neither free nor at a repair fee.
So instead i have to order Apple to send it in to an external Apple subcontractor which can eventually replace the battery, within just "a few weeks". Which is basically the same as any non-authorized shop is able to do, because as warranty has expired, it does not make a difference to Apple.


Interesting fact: as i complained about that at Apple Store, an employee had to admit that the process was easier and more customer friendly a while ago, but has been tightened lately by Apple.


So how does that go together? Apple tells us they are committed to environmentally friendly behaviour, which means long-lasting products. So why do they cut down on their repair offers?
 

fweber

macrumors newbie
Original poster
Jul 9, 2015
19
12
Germany
Why not skip the middleman and send it to Apple direct?
Ok, i did not know this was available in the US. In Germany, Apple does not offer mail-in service, you have to bring your device to an authorized reseller.