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How many times does Apple repair something before they replace it?

D

dordal

macrumors member
Original poster
Jun 26, 2007
57
7
I just took my dead MBP into an Apple Store for repair... this is the third time that they're fixing it. The first two were back in October '07; now we're in August 08. I asked about a new machine or a loaner; they were firm on saying no on both counts.

How many times do they get to repair it before they have to replace it?

David
 
The answer seems to be totally random.

THere have been people who took in an Apple lemon and been fobbed off with a crappy repeated repair policy, while others have been given new machines, and others still that get a new machine with upgrade and a massage from a very apologetic Steve Jobs*





*Okay, maybe no massage; I'm bitter 'cause I got the Apple lemon repear policy, which left me with a sour taste in my mouth.
 
In the past I've heard that the third time you bring it int for the same issue, they'll replace it. "The same issue" is the key to that. If you feel you should be getting a replacement at this point, call up apple care and ask to talk to a customer service rep and calmly explain your position.
 
dordal said:
I just took my dead MBP into an Apple Store for repair... this is the third time that they're fixing it. The first two were back in October '07; now we're in August 08. I asked about a new machine or a loaner; they were firm on saying no on both counts.

How many times do they get to repair it before they have to replace it?

David
Click to expand...

Well considering the time between fixes is almost a year and are the repairs on the same issue? Even if it's the same issue if they aren't linked to the same part they more than likely wouldn't fall under a 'bad apple' (no pun intended... ok maybe there was) If it kept failing for the same issue and the same part, then yes. But it would have to fail more than what you have listed.

One year apart I wouldn't expect Apple to replace the whole machine.
 
They've all been display issues; this time the display just died (no image on internal or external display). In previous times it was artifacts on the display, etc. So I guess not technically the same issue (artifacts vs. completely dead), but certainly related. This will be the second time they've replaced the logic board.

It's an MBP 2.2, btw. I'm starting to wonder if the NVIDIA chip issue is affecting Macs too....
 
strider42 said:
In the past I've heard that the third time you bring it int for the same issue, they'll replace it. "The same issue" is the key to that. If you feel you should be getting a replacement at this point, call up apple care and ask to talk to a customer service rep and calmly explain your position.
Click to expand...

Given it was a good 5 years ago, but thats what happened to me. I had the exact same issue fixed 3 times, and after asking some pointed questions about it, I was able to get a new system.
 
Follow up question: when apple says '3 to 5 days' for repair, does that mean business days, or days? (e.g. do they do repairs on weekends?)

I'm currently on Day 6, but two of those have been weekend days.

D
 
It really depends on the "genius" (AKA dumbass) you get. Officially it is three times, but some of the "geniuses" will refuse to replace it after three times.

Don
 
Dmac77 said:
It really depends on the "genius" (AKA dumbass) you get. Officially it is three times, but some of the "geniuses" will refuse to replace it after three times.

Don
Click to expand...
Can you show me where in the warranty it officially states that they'll replace a product after three repairs?

I've specifically been told this is not the case, but I'll refer to your superior knowledge next time I speak to a 'dumbass'
 
dordal said:
Follow up question: when apple says '3 to 5 days' for repair, does that mean business days, or days? (e.g. do they do repairs on weekends?)

I'm currently on Day 6, but two of those have been weekend days.

D
Click to expand...

business days typically
 
Can you show me where in the warranty it officially states that they'll replace a product after three repairs?

I've specifically been told this is not the case, but I'll refer to your superior knowledge next time I speak to a 'dumbass'
Click to expand...

I'd like to see that too coz I am about to have mine fixed for the third time anyday soon.
 
Does anyone know if they'll give you a store credit instead of giving you a replacement machine?

I had my 2 year old iMac repaired four times last year, twice for the screen, once to get the case replaced because it was damaged by the apple store during the second screen replacement, and then my hard drive crapped out.

My screen has been flickering since it was replaced the second time, I just haven't bothered bringing it in to get fixed again. I still have a year left on my applecare.

What I'm hoping is because this is the third time for the screen, and 5th time having to bring it in to be repaired, if they'll replace the machine. What I would prefer, is to get a store credit so I can put it towards the purchase of a new Macbook Pro.

Has anyone been given a store credit instead of a replacement?
 
Dmac77 said:
It really depends on the "genius" (AKA dumbass) you get. Officially it is three times, but some of the "geniuses" will refuse to replace it after three times.

Don
Click to expand...

Actually its not us the ones who have the final word on replacing, being a "genius" myself when we see a system that has been repaired multiple times for the same problem we just chat to apple engineering about the issue and they are the ones who have the final word on replacing or not, if they say no (which is the mayority of the time) then us techs have nothing else to do except continuing to repair the system.
 
It's not an official policy by Apple. Traditionally, they may do it once the machine comes in for it's 4th major repair, however, I believe it has to do more with your country/state law than it does with Apple. Here in California (the "lemon law" as it's referred to), I have seen a majority of machines get replaced after that 3rd repair when the customer asked, or at the very least stated their dissatisfaction with the computer and asked if anything could be done about it as the repairs did not seem to be fixing whatever was inherently wrong with it.

The main thing is what you say. If you are unsatisfied about the machine after reasonable attempts to fix it, check out your states laws which may give you a right to ask for a new machine or even a complete refund. Don't assume anything, because the laws are not usually well defined, giving some varying interpretation of what "reasonable" may be (and which also most likely vary from state to state). Unless maybe you live in the U.K., where laws like this are a bit more strict.
 
I'll give u the truth since I've had my original MBP replaced by Apple.

The Terms and Conditions state that the same problem must be repaired/replaced 3x without success before the merchandise can be replaced. This has to happen all within one year.

In my case, when the main board on my original MBP (w/ the upgraded GPU) needed replacing 3x w/o success, they replaced it with the lowest available UMBP.

I am not clear whether they were suppose to give me the UMBP w/ the upgraded GPU or not, but either case, I was just stoked that it got replaced. I ended up paying $500ish for the upgraded version.

If I had to guess why my MBP didn't work w/ 3 new mobos, it's because the techs didn't spend enough time testing it pre and post repairs. So, I think I got lucky.

I assure you that, in MOST cases, many problems will be resolved the first time around unless there's some sort of user interference, or exceptional case like mine.

They are not very generous about replacing your merchandise, so prepare for your item to be inspected thoroughly.
 
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