While going through this, keep in mind my rMBP has a few small scratches along the bottom through everyday use and i've spent $2600 on this laptop, which includes the extended warranty offered by Apple.
Here's the long dispute i've had with this company:
I've had my rMBP for about a year now and about 2 months ago the hinges were not fully holding my screen up properly, so I took it into this store to get it repaired under Applecare and they told me that they would diagnose the problem and get back to me. A day later I received an email from the technician stating its physical damage because I applied a MBP 15" Speck case on a rMBP 15" which is the wrong size for the laptop and caused stress on the screen, leading to the loose hinge issue.(this was all nonsense as they are the ones who sold me the 15" rMBP case for my laptop and applied it themselves in the store). So I told them this and they denied it flat out, causing me to go into the store directly and argue back and forth with employees and finally resolving the issue when talking directly to the manager. (They ended up cutting off the case from my rMBP, claiming it was a deformed case from Speck during manufacturing). The technician then called me the next day stating that the repair would be very difficult to do as tightening the hinges on the rMBP is a tough job so they will have to replace the entire display and will be ordering a new one and it will take a week to arrive then a few hours to install on your rMBP. After a week, I go pickup my laptop everything seemed alright and the employee said "You won't be having any trouble with this new display"! Now when I checked the service order it never stated anything about replacing a screen, just tightening hinges.. which I found strange since they explicitly told me continually that they did replace it, but didn't think much of it since they had rectified the problem.
A few months later I was using a microfiber cloth to clean the screen and all I did was closed the lid of the screen as one normally would and as soon as I opened up the screen again, there was a curved black area covering my screen on the left/middle portion and the right portion of my screen that remained was flickering. So I immediately went back to the retailer I bought it from and told them what happened and they told me they would diagnose the issue and get back to me (In the service report he diagnosed my laptop as with only a few minor scratches and one longer, yet minor scratch by the charging port no other physical damage present). When he emailed me back, he said it was not covered under Apple care as it was physical damage through impact in the charging port, which caused the internal component of the display to crack across the middle. Now in the service report he DID NOT state any impact damage besides the minor scratches and then he accused me of impact damage on the edge of my rMBP. (Could this justify to be that THEY caused the impact damage in store?) I talked to one of the Service Managers about just getting my screen replaced only 2 months ago through the last repair and he flat out denied it, stating they only tightened the hinges(Proving that they lied to me about the new display while performing the first repair in store). He then told me he can't do anything because its considered physical damage which cracked the screen and it will cost me $1000 to replace the whole display and it won't be covered under warranty. I then demanded he escalate the issue to Apple, so he sent an e-mail to Apple directly to see if they can do anything about the issue.
For my next step I'm thinking of going directly to the Genius bar at the Apple Store and explaining the situation to them to see if they can rectify the problem.
What do u guys think about that and what do you guys think I should do?
Any advice, help or guidance would be greatly appreciated.
Here's the long dispute i've had with this company:
I've had my rMBP for about a year now and about 2 months ago the hinges were not fully holding my screen up properly, so I took it into this store to get it repaired under Applecare and they told me that they would diagnose the problem and get back to me. A day later I received an email from the technician stating its physical damage because I applied a MBP 15" Speck case on a rMBP 15" which is the wrong size for the laptop and caused stress on the screen, leading to the loose hinge issue.(this was all nonsense as they are the ones who sold me the 15" rMBP case for my laptop and applied it themselves in the store). So I told them this and they denied it flat out, causing me to go into the store directly and argue back and forth with employees and finally resolving the issue when talking directly to the manager. (They ended up cutting off the case from my rMBP, claiming it was a deformed case from Speck during manufacturing). The technician then called me the next day stating that the repair would be very difficult to do as tightening the hinges on the rMBP is a tough job so they will have to replace the entire display and will be ordering a new one and it will take a week to arrive then a few hours to install on your rMBP. After a week, I go pickup my laptop everything seemed alright and the employee said "You won't be having any trouble with this new display"! Now when I checked the service order it never stated anything about replacing a screen, just tightening hinges.. which I found strange since they explicitly told me continually that they did replace it, but didn't think much of it since they had rectified the problem.
A few months later I was using a microfiber cloth to clean the screen and all I did was closed the lid of the screen as one normally would and as soon as I opened up the screen again, there was a curved black area covering my screen on the left/middle portion and the right portion of my screen that remained was flickering. So I immediately went back to the retailer I bought it from and told them what happened and they told me they would diagnose the issue and get back to me (In the service report he diagnosed my laptop as with only a few minor scratches and one longer, yet minor scratch by the charging port no other physical damage present). When he emailed me back, he said it was not covered under Apple care as it was physical damage through impact in the charging port, which caused the internal component of the display to crack across the middle. Now in the service report he DID NOT state any impact damage besides the minor scratches and then he accused me of impact damage on the edge of my rMBP. (Could this justify to be that THEY caused the impact damage in store?) I talked to one of the Service Managers about just getting my screen replaced only 2 months ago through the last repair and he flat out denied it, stating they only tightened the hinges(Proving that they lied to me about the new display while performing the first repair in store). He then told me he can't do anything because its considered physical damage which cracked the screen and it will cost me $1000 to replace the whole display and it won't be covered under warranty. I then demanded he escalate the issue to Apple, so he sent an e-mail to Apple directly to see if they can do anything about the issue.
For my next step I'm thinking of going directly to the Genius bar at the Apple Store and explaining the situation to them to see if they can rectify the problem.
What do u guys think about that and what do you guys think I should do?
Any advice, help or guidance would be greatly appreciated.
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