Has Apple ever given you a replacement MacBook?

[uptownnyc]

Just got my MacBook Pro back from its third repair (2 motherboards, and one battery that failed prematurely) and it looks like the "fixed" machine still has the same graphics problems I'd brought to get fixed. Both motherboard replacements were repaired under their free repair program, but I'm not sure it's actually fixed -- or perhaps the part they replaced it with has already failed? (Seems unlikely). I haven't brought it back to the store to have them do their diagnosis, but visually it looks like the same problem they diagnosed in the past.

First question -- does anyone know how to access the hardware diagnosis screens they bring up in-store? They're different than the ones I know how to do on my own.

Second question -- what has Apple done for you in these scenarios? I was without my primary work machine for five days, but it seems I've still got the same problem. I had AppleCare on this machine, but it is an Early 2011 MBP, and I'm well past expiry on that -- though their repair program for the video card issues goes through the end of this year. I can bring it back in, and see if they can diagnose the same (or a different issue) but that likely means being without my machine for another 5 days.

Colleagues of mine, after a series of in-warranty returns, have had Apple give them a new machine as a replacement. Anyone else have that experience, or can provide guidance about how best to have a usable machine from which to work?

thanks.

 

[Samuelsan2001]

It does happen but usually within Apple care. It is worth a try and a year or so ago I heard of a fair few getting new machines for a third motherboard fix but not so much anymore as it's coming to the end of the cover!!

You may just be best off cutting your losses accepting that you got 5years out of the laptop and buying a new computer.

 

[Howard2k]

I know it sounds crazy, but the Internet can be accessed from quite a few different states and even countries these days. Some of those states and countries have differing lemon laws for different types of purchases.


Almost certainly I would guess that from a legal standpoint you're SOL. But if you can find out what country and state you live in and provide that information there might be someone who knows some specifics about the laws in that state/country and can provide a more informed opinion.

 

[jackoatmon]

apple gave me a brand new MBA 11" one time (and it was a newer year model too!) because mine had a defect they'd never seen before and they wanted it for testing.

and cuz i was reallly sweet and nice and friendly with the staff

 

[Chupa Chupa]

I don't know what the policy is now. Apple use to have a 3 strikes policy -- once they repaired a machine under warranty 3 time the next time they would either replace it or give you a credit for what you paid toward a new model. But that was Jobs-era.

 

[Spink10]

I don't know what the policy is now. Apple use to have a 3 strikes policy -- once they repaired a machine under warranty 3 time the next time they would either replace it or give you a credit for what you paid toward a new model. But that was Jobs-era.

This is still the policy. I am soon to contact Apple. Had three logic boards replaced. Still having issues. They already told me I would get a new machine. Was waiting for the 2016 because mine is still functional.

 

[uptownnyc]

This is still the policy. I am soon to contact Apple. Had three logic boards replaced. Still having issues. They already told me I would get a new machine. Was waiting for the 2016 because mine is still functional.

Did you contact them in-person at a store, or by phone/online?

 

[Spink10]

Did you contact them in-person at a store, or by phone/online?

Customer Relations Rep and Senior Tech both confirmed 3 repairs on the same part - I had logic board - logic board - display - logic board. They didn't replace on the 4th repair problem because the 3rd repair was not for the same part. Even though the 3rd repair I told them the logic board needed to be replaced. All within 1.5 months - basically its never worked right. Also I expect to be reimbursed for all my inconvenience. Customer Relations Rep said he would take care of me.

 

[arggg14]

I had a 2012 RMBP that Apple replaced with a 2015 model because it was repaired 3 times and the issue wasn't solved. I was going to ask for a replacement, but the tech offered it up before I even had a chance.

 

[ugahairydawgs]

Yeah. I had a 2012 retina MBP that I bought refurbished back in mid 2013. It kept having all of these weird issues with sluggish animations that I assumed were some sort of problem with the board or the GPU. I took it to the Apple Store, they sent it off for repairs, it came back and still didn't work quite right. Took it back, they saw the error again, sent it off again and it came back....still not right.

Took it back to the Apple Store and explained the situation. They wanted to send it off again. It was a fairly busy time in my work schedule and I explained to the guy at the Genius Bar that going without my computer for a week again would be nearly impossible. He disappears for a bit and comes back about 5 minutes later with a brand new late 2013 MBP, which I still have today. For a company as rich as Apple the cost for them to do that was nominal, but they bought a lot of good will with me that day that continues today.

 

[kevinkyoo]

It's definitely at least five separates instances of the same repair before Apple can replace your computer

 

[uptownnyc]

Anyone know how to run the diagnostics they run in-store when you bring it in? They hold some key combo, then bring up a grid of icons that is their in-store diagnostics? It looks like this:

 

[Spink10]

It's definitely at least five separates instances of the same repair before Apple can replace your computer

No its not 5.
[doublepost=1479400716][/doublepost]

Anyone know how to run the diagnostics they run in-store when you bring it in? They hold some key combo, then bring up a grid of icons that is their in-store diagnostics? It looks like this:

View attachment 672996

That is ASD - you cant run it. There are bootleg copies of ASD for Mid 2014 and below Macs

 

[terraphantm]

Nope, but with all the parts they replaced under warranty, the only things that were still original were the SSD and the actual bottom cover (and now that the warranty is gone, I went ahead and upgraded the SSD anyway, so literally not a single component on my laptop is the same as what I bought 4 years ago).

 

[kevinkyoo]

No its not 5.
[doublepost=1479400716][/doublepost]
That is ASD - you cant run it. There are bootleg copies of ASD for Mid 2014 and below Macs

I've talked with two senior reps before I replaced my MBP. It's five, but it can be up to your senior Rep's discretion

 

[UnluckyXIII]

I know it's not a MacBook but back in the mid/late 2000's I had an iMac with 3 weeks left on the Apple Care, took it to my local store (which at the time was a 100+ mile round trip) to be looked at as it was suffering HDD and other issues. Apple ran a diagnostics on the machine and identified the fault and said the repair would be free under my Apple Care. I returned a week later to collect my machine for the Genius to tell me that they were really sorry but after trying several different things they couldn't get the system to work, she then reached down and pulled up a brand new iMac for me to take away.... she kept apologising but if I'm honest I was happier to get the new machine haha!! I don't think this is as common these days, the only thing you can do is keep taking it back each time it breaks until they finally give you a replacement.

 

[inhalexhale1]

Just got my MacBook Pro back from its third repair (2 motherboards, and one battery that failed prematurely) and it looks like the "fixed" machine still has the same graphics problems I'd brought to get fixed. Both motherboard replacements were repaired under their free repair program, but I'm not sure it's actually fixed -- or perhaps the part they replaced it with has already failed? (Seems unlikely). I haven't brought it back to the store to have them do their diagnosis, but visually it looks like the same problem they diagnosed in the past.

First question -- does anyone know how to access the hardware diagnosis screens they bring up in-store? They're different than the ones I know how to do on my own.

Second question -- what has Apple done for you in these scenarios? I was without my primary work machine for five days, but it seems I've still got the same problem. I had AppleCare on this machine, but it is an Early 2011 MBP, and I'm well past expiry on that -- though their repair program for the video card issues goes through the end of this year. I can bring it back in, and see if they can diagnose the same (or a different issue) but that likely means being without my machine for another 5 days.

Colleagues of mine, after a series of in-warranty returns, have had Apple give them a new machine as a replacement. Anyone else have that experience, or can provide guidance about how best to have a usable machine from which to work?

thanks.

I bought the 2012 rMBP when it first came out. After using it in clamshell a lot, I noticed there would be this film on the screen when I opened it. This happened a few times, and I opened it up and the glue was actually melting inside!

I took it to an Apple Store, and they inspected it, said they couldn't fix it. They tried to make a lame attempt to explain how I could leave it "partially open" so that wouldn't happen.

I asked if they could guarantee my health if this is indeed fuming up through the keyboard. The manager then replaced it. Was an update so model too!

 

[mbsaeger]

.

 

[TigerWoodsIV]

One of my friends got a new one after a series of issues, but obviously within the AppleCare period. If you're past that, I suspect you're out of luck unfortunately.

That is why I will always buy the 3 year AppleCare even though the price is pretty steep considering it covers no accidental damage. I'd cry if my several thousand dollar MBP broke on me 13 months after buying it and I had to drop a ton to fix/replace it.

 

[eyeseeyou]

Just got my MacBook Pro back from its third repair (2 motherboards, and one battery that failed prematurely) and it looks like the "fixed" machine still has the same graphics problems I'd brought to get fixed. Both motherboard replacements were repaired under their free repair program, but I'm not sure it's actually fixed -- or perhaps the part they replaced it with has already failed? (Seems unlikely). I haven't brought it back to the store to have them do their diagnosis, but visually it looks like the same problem they diagnosed in the past.

First question -- does anyone know how to access the hardware diagnosis screens they bring up in-store? They're different than the ones I know how to do on my own.

Second question -- what has Apple done for you in these scenarios? I was without my primary work machine for five days, but it seems I've still got the same problem. I had AppleCare on this machine, but it is an Early 2011 MBP, and I'm well past expiry on that -- though their repair program for the video card issues goes through the end of this year. I can bring it back in, and see if they can diagnose the same (or a different issue) but that likely means being without my machine for another 5 days.

Colleagues of mine, after a series of in-warranty returns, have had Apple give them a new machine as a replacement. Anyone else have that experience, or can provide guidance about how best to have a usable machine from which to work?

thanks.

Which macbook did you get fixed if you don't mind me asking

 

[jbachandouris]

The last time I had mine replaced, it was after only one failed attempt. I brought in a refurb and walked out with a brand new MBP in box with all cables.

As far as I know, it is supposed to be 3 repair attempts. Fortunately, I have not had to test this in quite some time. My last 2010 MBP only needed a replacement battery, which happened a few months after my Apple Care expired, but that has been my only issue.

 

[titans1127]

February 2011, new MacBook Pros just released, 3 days in the Hard Drive failed. Barely could get it to restore a backup much less start from scratch. Went to the Apple Store and instead of offering to replace the entire machine it being that it was still within the return period they only gave me the option to replace the hard drive which took over a week to do. That didn't actually do anything do after like 10 days total I was given a brand new machine that worked flawlessly until I sold it.