How does the MBP replacement process work? (Staingate related)

useless.misc

macrumors newbie
Original poster
Nov 17, 2017
14
6
USA
I had a display lose its coating on repeated displays. Then the second replacement came back with an unseated camera cable, then they replaced the bottom case, but the camera stopped working again.

That's four repairs. The local store looked at it and went "well, we'll have to send it back to depot" which was frustrating since I've had four repairs, all about the display.

I called a Senior AppleCare advisor who took a hard look at my case/repair history. She inferred that at this rate the only thing left to replace is the logic board which would be more than the entire computer's worth of repairs, so she got Customer Relations involved to approve a CRU.

Customer Relations was entirely fine with it, but the store protested, stating "it's not three repairs on the same item", and the SA clapped back, reminding them it's the display assembly cabling, and proceeded to issue a CRU anyway.

Here's the lesson I learned: when in doubt, call for a Senior Advisor. They seem to hold most of the cards on making exceptions.

Here's the question: Do they replace it with a brand new computer or with a refurb? How long did it take?
 
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jerryk

macrumors 601
Nov 3, 2011
4,951
2,459
SF Bay Area
I had a display lose its coating, not once, but on two separate displays. Then the second replacement came back with an unseated camera cable, then they replaced the bottom case, but the camera stopped working again.

That's four repairs. The local store looked at it and went "well, we'll have to send it back to depot" which was frustrating since I've had four repairs, all about the display.

I called a Senior AppleCare advisor who took a hard look at my case/repair history. She inferred that at this rate the only thing left to replace is the logic board which would be more than the entire computer's worth of repairs, so she got Customer Relations involved to approve a CRU.

Customer Relations was entirely fine with it, but the store protested, stating "it's not three repairs on the same item", and the SA clapped back, reminding them it's the display assembly cabling, and proceeded to issue a CRU anyway.

Here's the lesson I learned: when in doubt, call for a Senior Advisor. They seem to hold most of the cards on making exceptions.

Here's the question: Do they replace it with a brand new computer or with a refurb? How long did it take?
How old is the computer? If it is old enough they may no have a refurb handy and will offer you new. Otherwise expect a refurb.
 

SDColorado

Contributor
Nov 6, 2011
4,274
4,221
Highlands Ranch, CO
I had a display lose its coating, not once, but on two separate displays. Then the second replacement came back with an unseated camera cable, then they replaced the bottom case, but the camera stopped working again.

That's four repairs. The local store looked at it and went "well, we'll have to send it back to depot" which was frustrating since I've had four repairs, all about the display.

I called a Senior AppleCare advisor who took a hard look at my case/repair history. She inferred that at this rate the only thing left to replace is the logic board which would be more than the entire computer's worth of repairs, so she got Customer Relations involved to approve a CRU.

Customer Relations was entirely fine with it, but the store protested, stating "it's not three repairs on the same item", and the SA clapped back, reminding them it's the display assembly cabling, and proceeded to issue a CRU anyway.

Here's the lesson I learned: when in doubt, call for a Senior Advisor. They seem to hold most of the cards on making exceptions.

Here's the question: Do they replace it with a brand new computer or with a refurb? How long did it take?
It will be a brand new computer. How long it takes depends on how they process it. Whether or not it is coming from China or from available inventory, etc. They should give you a status update when they process the order to ship it.
 
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useless.misc

macrumors newbie
Original poster
Nov 17, 2017
14
6
USA
How old is the computer? If it is old enough they may no have a refurb handy and will offer you new. Otherwise expect a refurb.
It's a mid-2014, so definitely not even refurbished anymore. The advisor did say it would be like for like or better, so hoping for a 2018 unit.
 

jerryk

macrumors 601
Nov 3, 2011
4,951
2,459
SF Bay Area
Brand new, it looks like.
The way to tell is the box. If it is plain white it is a refurbished. It has the picture of the unit on top it is new. But, honestly other than that it can be really hard to tell, since Apple does such an excellent job refurbishing their units. Enjoy your new system!

Someone pointed out that the box telling you only works on mailed systems. Since it sounds like you went to the store it might be different. Did they even give you a box?
 
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internetrando

macrumors 6502
Jun 5, 2018
426
244
Texas
In some cases I think that the refurb units might be better than the factory ones, since the refurbs get a lot more hands-on love and attention. Glad that things worked out for you - enjoy the computer. I believe that all CRU's are brand-new computers. I might be mistaken, but that's my understanding, anyway.

I am surprised that they did anything with a 2014 model other than try to repair it under the program again. Well done. Make sure that you buy AppleCare+ for your new one. Repair costs are high, and failures seem to be higher on these machines than they did in years past.

How long it will take depends on a few things, most importantly, what configuration you choose, and whether it is in stock or not. If it is not in stock, they have to order it and have it built-to-order in China before shipping it to you. Could be a week or more.
 

SDColorado

Contributor
Nov 6, 2011
4,274
4,221
Highlands Ranch, CO
Brand new, it looks like.
I believe that it has to be since it as a Magnuson-Moss issue of a "failed repair," since they were unable to fix your Mac after a reasonable number of attempts (3 or more). That has least has been my experience in a couple similar cases that I have had. One for a refrigerator and one for a motorcycle. In both cases, they were replaced with a current year new model of an equal or higher specification. I believe they are required to do that or refund your purchase price. At least those are the two options I was offered in the two mentioned cases.
 

useless.misc

macrumors newbie
Original poster
Nov 17, 2017
14
6
USA
I believe that it has to be since it as a Magnuson-Moss issue of a "failed repair," since they were unable to fix your Mac after a reasonable number of attempts (3 or more).
I was told Apple's policy is that it has to be three repairs to the same part, some say three repairs on any major part, who really knows. Managers, Senior Advisors, and Customer Relations are allowed to make exceptions and do a replacement based on how they feel.
 

SDColorado

Contributor
Nov 6, 2011
4,274
4,221
Highlands Ranch, CO
I was told Apple's policy is that it has to be three repairs to the same part, some say three repairs on any major part, who really knows. Managers, Senior Advisors, and Customer Relations are allowed to make exceptions and do a replacement based on how they feel.
I think that is one of those gray areas if the case went to a jury trial, but they almost never do. In the cases I mentioned above, with the refrigerator, it was the control panel that failed 3 times. With the motorcycle, all power train related, but not the same specific issue 3 times. But because other issues were the result of the first issue either through direct damage as a result of the first issue or improper repair, it was handled as repetitive attempts to repair.

In your case, it sounds as though the camera issues were a result of an improper repair of the screen replacement. Dunno.
 

useless.misc

macrumors newbie
Original poster
Nov 17, 2017
14
6
USA
Yup. Official policy is three repairs on same part. Exception was made for this case. Just got it - it's a brand new machine.
[doublepost=1548910440][/doublepost]
I believe that all CRU's are brand-new computers.

I am surprised that they did anything with a 2014 model other than try to repair it under the program again. Well done.
They are new as long as a refurb isn't available. From talking to a manager in-store, after a second or third repair, if a machine had to be repaired again, it's hedging bets - another repair would be more than the cost of the computer, so they'd much rather replace the whole machine rather than covering another $600-$1500 again.

This repair would've been a new logic board and display assembly, so $600 (first display) +$600 (second display) + $1500 (new repair) = $2700, or a brand new MBP.
 
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internetrando

macrumors 6502
Jun 5, 2018
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Texas
While that's true for the consumer, if they're paying, Apple's costs are considerably different. You're probably reaching or breaking the breakeven point for Apple.
 
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