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Has AppleCare - Mac Repair Gone Downhill

C

chefwong

macrumors 6502
Original poster
Jan 17, 2008
479
32
I've only had a few instances where I've needed to have my MBP serviced. The last time was about maybe 2 years ago, but each time it was a visit @ the Genius bar. Some of them was in house and I think maybe in 2 instances it was sent out....either due to parts availability if I recall.
In either instance of when sent out, I did not need to google (where it was sent from) since the laptop arrived back in the repaired expected state.

Anyhow, I recently had to send in my MBP 2019 for service.
I got ---backups---- and well, imagine most users who don't and not expecting a clean wipe...

Received my laptop back today
I was awfully confused why on the repair sheet, it also included a - we performed a clean installation of the latest Mac Operating System verified on your product-.
I can see if one is complaining about software issue etc, maybe a clean install will be warranted.
This was a hardware repair. Can't see this would be SOP.

Anyhow, google the address it was sent to . Looks to be a 3rd party OE repair shop. CSAT.
 
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that was weird, I had a repair person fix my broken iPad gen 5 2017 (the usb connector fell apart and needed a new one) and everything was in-tack, including my unpublished comics, over 1,000 of those! wow, if i lost those....
and i upgrade the iOSX myself since it was my iPad!

If anything happened to My Macbook Air and i could not repair the laptop, (which would be impossible) i would be upset if the MacBook ran say catalina or even BigSur instead of Mojave.

but that i just me, and i knew the person who fixed the iPad and they endured me that i would not lose on file.

they are supposed to fix the laptop, not software, kinda like brining in a corvette for a new alternator and getting green leather seats instead of light tan mohair back.
 
MtLoin2020 said:
that was weird, I had a repair person fix my broken iPad gen 5 2017 (the usb connector fell apart and needed a new one) and everything was in-tack, including my unpublished comics, over 1,000 of those! wow, if i lost those....
and i upgrade the iOSX myself since it was my iPad!

If anything happened to My Macbook Air and i could not repair the laptop, (which would be impossible) i would be upset if the MacBook ran say catalina or even BigSur instead of Mojave.

but that i just me, and i knew the person who fixed the iPad and they endured me that i would not lose on file.

they are supposed to fix the laptop, not software, kinda like brining in a corvette for a new alternator and getting green leather seats instead of light tan mohair back.
Click to expand...
The OS, in many instances, is intertwined with the hardware. Installing the OS helps to confirm if a hardware repair is working as it should.

Apple also encourages people to backup their devices before service. And if I am not mistaken, they do warn people that the operating system may be reinstalled.

I always wipe my device and set up a temp admin account before sending in for service.
 
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i guess that depends on the repair, if someone needs a new screen or older case, why would the repair person waste time and upload a new OSX? Maybe a new hard drive might need what ever the next big sur is to run that OSX at all, but the consumer should have the final say.

since the MacBook is the ownership of that person they should decide what osx goes into their MacBook.
whereas this agreement should be made before the repair, since i have been an advocate on owners having the right to fix there computers, which might be illegal in some US states very soon,
 
Yes, I got the disclaimer and I always carbon copy mine before any repair/genius bar but I posted this as I can only imagine that X percentage is sent in for a hardware repair and not software, and while garbage in/garbage out on hearing if a rep read the disclaimer and telling said customer over the phone, I can only imagine what percentage of users get their unit back wiped and they don't have a backup of XYZ.

I would say 9 out 10 people may have everything local to their machine.

And the 1 out 10 , may have it time machine, or dropboxed or at least a second copy sitting elsewhere.
 
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I think Apple has caught onto a lot of the “Influencers” or Youtubers who buy AppleCare get a new iPhone on launch day and deliberately destroy it for content they get 1 video or two worth out of it and immediately use AppleCare to get a new phone.
 
TheRealAlex said:
I think Apple has caught onto a lot of the “Influencers” or Youtubers who buy AppleCare get a new iPhone on launch day and deliberately destroy it for content they get 1 video or two worth out of it and immediately use AppleCare to get a new phone.
Click to expand...
I don't think Apple even cares about the tiny amount of YouTube people busting iPhones. I'm pretty sure there is not anyone at Apple monitoring Apple care and influencers.
 
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If you don't backup your important and sensitive data somewhere you are only an electrical short, dropped laptop, or spilled drink away from data loss. If data is important back it up. Preferable in at least one place off-site because floods and fires do happen.
 
jerryk said:
If data is important back it up.
Click to expand...
Yup, if it's not backed up it's not critical.

I previously had a co-worker that would crack us all up when he got a ticket for a client with a failed HDD (I do IT support for a large corporation).

"I'm sorry, your HDD failed and I can't access your data. Oh, your data is critical? You can restore your data from your backup when I get the PC back to you. Oh, you didn't have a backup? I guess your data wasn't critical then".

Nope, I'm not kidding...
 
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chefwong said:
I've only had a few instances where I've needed to have my MBP serviced. The last time was about maybe 2 years ago, but each time it was a visit @ the Genius bar. Some of them was in house and I think maybe in 2 instances it was sent out....either due to parts availability if I recall.
In either instance of when sent out, I did not need to google (where it was sent from) since the laptop arrived back in the repaired expected state.

Anyhow, I recently had to send in my MBP 2019 for service.
I got ---backups---- and well, imagine most users who don't and not expecting a clean wipe...

Received my laptop back today
I was awfully confused why on the repair sheet, it also included a - we performed a clean installation of the latest Mac Operating System verified on your product-.
I can see if one is complaining about software issue etc, maybe a clean install will be warranted.
This was a hardware repair. Can't see this would be SOP.

Anyhow, google the address it was sent to . Looks to be a 3rd party OE repair shop. CSAT.
Click to expand...
A little off topic but I dropped off my MacBook Pro at the apple store on Saturday the 13th for a keyboard replacement. They got it on Monday but it has been stuck on repair since then and I haven’t got any messages from apple saying that a problem has arisen. Is that normal and when could I expect to get my MacBook back?
 
Macbookprodude said:
Apple customer care and apple care support has DEFINATELY gone downhill !
Click to expand...
Totally agree about Apple Care, they used to be marvellous. I've had a very difficult time with them over the past couple of weeks. They used to be extremely helpful and went out of their way to resolve issues. With me I called them, explained my situation, then lots of yeah, yeah I understand, then put on hold and then explain the situation to somebody else and basically going around in circles.

Their customer support though is another story. I dealt with a lady high up and she was marvellous. I could call her anytime, she really went the extra mile with getting my problem resolved. Nothing was too much trouble for her.
 
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