How long can an AASP hold my MacBook for a repair?

Discussion in 'MacBook Pro' started by pttai, Dec 6, 2018 at 4:07 AM.

  1. pttai macrumors newbie

    Joined:
    Nov 30, 2018
    #1
    Hello everyone,
    This is my case. My MacBook Pro 13 inch (2018) has been sent to the AASP for a repair. The issue that my Mac is having is similar to the T2-chip ones: constant rebooting, unusable. I'm entering the week 3 tomorrow and I have phoned Apple in my country, tried to talk to the AASP and there is no hope. They still have no idea what my Mac is facing, and I am running out of patience.
    So my question is that how long can they hold my Mac for a repair? And is it their responsibility to tell their customers what the issues are on the My Support site? And in the worst case, they will keep my Mac longer, what should I do?
     
  2. velocityg4 macrumors 601

    velocityg4

    Joined:
    Dec 19, 2004
    Location:
    Georgia
    #2
    I'd say start contacting Apple support. Remain calm while talking to them. Start pushing for them to send you a replacement computer. Because at three weeks if that can't figure out what is wrong. They should replace it.

    Then they can keep it for as long as they want until they can figure out the problem. Then they can resell it in their refurbished store. Just take the position that you should not have to wait indefinitely while they try to figure out what is wrong.

    If you have to try to speak with a supervisor. Better yet ask if they have a customer relations team. I don't know if Apple has a separate department for that.
     
  3. maflynn Moderator

    maflynn

    Staff Member

    Joined:
    May 3, 2009
    Location:
    Boston
    #3
    I would probably look to elevate the issue, and politely but firmly requesting that a replacement machine be provided or at the very least a refund. Having a laptop for almost a month and still having no idea what's wrong is way too long
     
  4. darkmatter343 macrumors regular

    Joined:
    Sep 18, 2017
    #4
    I think after 3 weeks it's pretty unreasonably to be holding your mac for longer. There isn't much to these Macbooks, and I don't think they'll be doing any surface mount replacing of the chips etc... so what exactly are they hoping to fix. They should just be replacing your logic board, or proving you with a new Macbook and refurbishing your defective one.
    So like the replies above, just call Apple and start escalating the issue to management, I think any manager would agree 3 weeks in repair for a new 2018 model is ridiculous. They either need to replace the board, or give you a new laptop. Good luck.
     
  5. worldvga macrumors newbie

    worldvga

    Joined:
    Nov 21, 2018
    Location:
    Florida
    #5
    it could take around 2 days to 2 weeks depending on the factors: Whether or not the Apple Store does their own repairs. Most do not. Most send them out to a service center, and almost all go to the one in Texas.
     
  6. Plutonius macrumors 604

    Plutonius

    Joined:
    Feb 22, 2003
    Location:
    New Hampshire, USA
    #6
    What country is servicing your Mac ?
     
  7. pttai thread starter macrumors newbie

    Joined:
    Nov 30, 2018
    #7
    Thanks everyone for the replies. I will phone them if the 3rd is about to end and they have not figure out what is wrong yet.
    I live in Vietnam. Most AASPs here need 2-2 weeks to do a repair. However, I think, 2nd week is going to end and they still have no idea what the issue is yet, I need to do something.
    I really need the Mac back to work. It's being a pain going to work without a laptop.
     
  8. Plutonius macrumors 604

    Plutonius

    Joined:
    Feb 22, 2003
    Location:
    New Hampshire, USA
    #8
    I have no idea on Apple service in Vietnam and Google wasn't much of a help :(.
     
  9. pttai thread starter macrumors newbie

    Joined:
    Nov 30, 2018
    #9
    Oh no I thought that they had some kind of universal rules that all AASPs need to follow :(
    Thanks for helping me anyway :(
    I am thinking about asking a refund next week and get an iPad Pro 12.9 instead since it is a safer choice.
    If this happens again with my Mac, I don't think I can go over this again.
     
  10. Ploki macrumors 68030

    Joined:
    Jan 21, 2008
    #10
    in my country it’s 45 days, as should be in most of EU. check your consumer protection laws, i have no clue about vietnam.

    fwiw, apple directly refunded mine when it passed 40 days via apple support + 14 days of AASP
     

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