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

pttai

macrumors newbie
Original poster
Nov 30, 2018
19
4
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?
 

velocityg4

macrumors 601
Dec 19, 2004
4,984
1,527
Georgia
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.
 

maflynn

Moderator
Staff member
May 3, 2009
66,704
33,594
Boston
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
 

darkmatter343

macrumors regular
Sep 18, 2017
237
165
Toronto, Canada
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.
 

worldvga

macrumors member
Nov 21, 2018
58
9
Florida
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.
 

pttai

macrumors newbie
Original poster
Nov 30, 2018
19
4
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.
What country is servicing your Mac ?
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.
 

Plutonius

macrumors G3
Feb 22, 2003
8,543
7,501
New Hampshire, USA
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.
I have no idea on Apple service in Vietnam and Google wasn't much of a help :(.
 

pttai

macrumors newbie
Original poster
Nov 30, 2018
19
4
I have no idea on Apple service in Vietnam and Google wasn't much of a help :(.
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.
 

Ploki

macrumors 601
Jan 21, 2008
4,105
1,398
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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