Help, how do I get my computer back?!?

[WannaApple?]

from Apple!?!? I have had my computer all of 2 days this entire month. They have it for 19 days for a repeat repair. They fixed it the first time, the issue came back in testing and for the last 5 days, it has been on 'Hold' at the repair facility while they wait on engineering (per the senior advisor's words/ case notes). I guess they can't seem to figure out what is wrong with it or else it's taking more time to get repaired, but they just want me to sit and wait indefinitely until they get around to it!

The thing is, this has been expedited TWICE! First time the store requested it be an expedited repair due to the repeat issue. When I called and complained last Friday that it hasn't been returned yet, Customer Relations expedited it again and stated I would have it early this week. I phoned them again tonight to only be told that they still don't know whats going on or when I will get it back! Of course my request to be transferred to Customer Relations was met with nothing as they are "too busy" so the advisor put in a request to have someone call me.

At this point, if Apple cannot fix someone's computer in a reasonable amount of time, it should be replaced! It completely boggles my mind that they think they can just sit on someone's computer for as long as they want without any sort of resolution! I'm not sure where to turn now. I have to wait for Customer Relations to call back, but not sure if they can do anything either.

I'm not sure that anyone on this forum has answers either, or if you do please advise. I have just never in my 20+ years of using Apple products received this bad of service from them! *mind blown*

 

[Audit13]

How long have you owned the unit? What is the problem? What is the model #? Have you made an executive complaint?

 

[WannaApple?]

How long have you owned the unit? What is the problem? What is the model #? Have you made an executive complaint?

I've had the computer since Nov 2016.

I'm having the crackling/ static noise. It didn't start until Apple just replaced the keyboard under the sticky key recall. Came back to me with the noise. They thought it was the fans, but obviously it's more. Supposedly they replaced the fans, but it came back in testing and now they are having to consult engineering for the last 5 days for ????

I've spoken to 3 senior advisors, had Customer Relations consulted once (with me being on hold, so I haven't had the chance to speak to them directly myself) and have submitted feedback on Apple's website. Not sure where to go from here. I've been told they won't replace it until the issue reoccurs 3 times? But they think it's ok to sit and hold onto it indefinitely!

 

[SDColorado]

I've spoken to 3 senior advisors, had Customer Relations consulted once (with me being on hold, so I haven't had the chance to speak to them directly myself) and have submitted feedback on Apple's website. Not sure where to go from here. I've been told they won't replace it until the issue reoccurs 3 times? But they think it's ok to sit and hold onto it indefinitely!

Not indefinitely, but I believe under the Magnuson-Moss Warranty Act, the do have up to 30 days. Which I know completely sucks for you and I can definitely appreciate the frustration, but I don’t know that you will have any legal recourse until after 30.

I went through something similar with Triumph over a motorcycle they had for 38 days. Frustrating as hell when it still has the temp tags when it went into the shop. Finally reached an settlement with them, but I couldn’t do anything until it passed the 30 day threshold.

 

[Newtons Apple]

from Apple!?!? I have had my computer all of 2 days this entire month. They have it for 19 days for a repeat repair. They fixed it the first time, the issue came back in testing and for the last 5 days, it has been on 'Hold' at the repair facility while they wait on engineering (per the senior advisor's words/ case notes). I guess they can't seem to figure out what is wrong with it or else it's taking more time to get repaired, but they just want me to sit and wait indefinitely until they get around to it!

The thing is, this has been expedited TWICE! First time the store requested it be an expedited repair due to the repeat issue. When I called and complained last Friday that it hasn't been returned yet, Customer Relations expedited it again and stated I would have it early this week. I phoned them again tonight to only be told that they still don't know whats going on or when I will get it back! Of course my request to be transferred to Customer Relations was met with nothing as they are "too busy" so the advisor put in a request to have someone call me.

At this point, if Apple cannot fix someone's computer in a reasonable amount of time, it should be replaced! It completely boggles my mind that they think they can just sit on someone's computer for as long as they want without any sort of resolution! I'm not sure where to turn now. I have to wait for Customer Relations to call back, but not sure if they can do anything either.

I'm not sure that anyone on this forum has answers either, or if you do please advise. I have just never in my 20+ years of using Apple products received this bad of service from them! *mind blown*

I have to get my attorney to write a letter to the local Apple store to get my money refunded on my 2017 MBPro. After three keyboards, I had had enough! You might need to do the same.