How to handle Genius Bar appointment with MBP

[rogersmj]

Hi everyone -- I've scheduled my first Genius Bar appointment ever for tomorrow because the ethernet port on my 8-month-old 15" MacBook Pro (the previous generation with removable battery and ExpressCard slot) has stopped working. I have a couple questions:

1. I can't be without a laptop for even a single day. This is my work computer. I need to get in and out of that store within a hour or two, ideally. What is their policy for this type of problem -- how is it usually handled? Might I be able to convince them to simply swap me into a comparable (or newer) MBP right on the spot?

2. If that's a possibility, that brings me to my next question...I upgraded the RAM to 4GB and put a faster and larger hard drive in this machine than what it came from Apple with. I assume they'll transfer these over for me if they give me a new machine?

Thanks!

 

[dankybear]

i thought they just take your laptop and attempt to repair it

 

[MacDawg]

Sorry, but your scenario isn't likely

They will most likely want to take it in for evaluation and repair

Woof, Woof - Dawg

 

[myusername]

Genius Bar expectations

Unless they have no repairs and the part in stock, expect to be without the machine for 2-3 days, since you are going on a Friday, they may not have parts until Monday-Tuesday.

You can try to talk to a manager but if this is your first repair on the machine a replacement is almost certainly out of the question.

If they confirm it's the Ethernet port let them order the part and drop it off after work and hope and pray that you can get it back in a day.

When my work issued MBP went haywire I purchased ProCare so I was the next repair, dropped off machine 6pm Monday called me 9:30 Tues morning and I was back in business

Good Luck
-r

 

[dankybear]

when i took mine in to fix my optical drive, he took it and said they needed to figure out how to get the part, this was about 1 pm on a friday and he said he would call me when it was ready, most likely after the weekend. 4 hours later, i got a call saying my mbp was ready to be picked up. the genius bar also applauded me on purchasing applecare for my previous MBP haha

 

[CoolHotCold]

sucks that you have this problem, but all previous posters are right

They'll book the machine in to get looked at, order the part/s replace parts which will take 2 to 3 days.

If its really mission critical work you do then you should have more then one machine to work on. Computers go faulty, I couldn't stand to be without one (and i don't really do mission critical stuff) but i have 2 backup machines incase everything goes pear shaped on my main.

Also depends what location you live in, I can only talk about UK, but if its a business machine and you can prove it will have a detrimental effect on your business the retailer is under obligation to replace/arrange loan machine.

 

[maflynn]

In all likelihood they'll take a quick look at it and if its not easily diagnosed, they'll have to send out for repair. A couple of days to 2 weeks. They usually promise a turn around time of 2 weeks but many people get their laptops back sooner.

 

[brendu]

if it is the ethernet that could be tricky.. im not positive but pretty sure thats part of the logic board and i doubt they have any of those lying around... If they say they need to order a part, just tell them to call you when it comes in and you will schedule a time for the repair and take your macbook back home with you.. If they have to send it away... go buy a cheap netbook from best buy and return it when your machine comes back...

 

[tcphoto]

The odds of you getting it fixed within hours if about 2%. It will take any where between 3-7 days to turn it around. If you absolutely cannot be without a machine, you need to make arrangements for a backup machine.

 

[mdgolom]

Hi everyone -- I've scheduled my first Genius Bar appointment ever for tomorrow because the ethernet port on my 8-month-old 15" MacBook Pro (the previous generation with removable battery and ExpressCard slot) has stopped working. I have a couple questions:

1. I can't be without a laptop for even a single day. This is my work computer. I need to get in and out of that store within a hour or two, ideally. What is their policy for this type of problem -- how is it usually handled? Might I be able to convince them to simply swap me into a comparable (or newer) MBP right on the spot?

2. If that's a possibility, that brings me to my next question...I upgraded the RAM to 4GB and put a faster and larger hard drive in this machine than what it came from Apple with. I assume they'll transfer these over for me if they give me a new machine?

Thanks!

As other people have commented, I doubt they will replace the machine. They will run basic diagnostics and determine the problem. If they need to order the parts, they may let you hold onto your laptop until they arrive, but they generally ship next day air.

As for moving the memory and hard drive, I would take the original parts with you just in case. Apple replaced my 24" iMac and pulled my memory out, but I had to return the original. I also doubt they will move them to the new laptop.

Let us know how it goes.

 

[TheSpaz]

There was a thread the other day where someone was asking about how to disable/destroy an ethernet port on someone's MacBook Pro because his room mate was downloading illegal porn on it... hmmm.

The thread is gone now... mods must have deleted it.

 

[Eddyisgreat]

There was a thread the other day where someone was asking about how to disable/destroy an ethernet port on someone's MacBook Pro because his room mate was downloading illegal porn on it... hmmm.

The thread is gone now... mods must have deleted it.

The only illegal kind of porn...here in the states...is...
..not going to go there

Anyway OP, sorry but nothing is going to happen on your first repair. Trust me, I know that the machine shouldn't die in the first place, but if you are using it every day and what I imagine to be for hours on end, a few things are bound to pop up.

But if its a work boxen you really should have a backup machine or a plan b. At the very least, if you legitimately can't be without your machine for a single day, get procare. You can't expect them to roll out the red carpet for you and just give white glove service to everyone else; not without an additional fee.

I use my machine extensively but alot of stuff I can do on my phone. I considered Pro care but I decided against it because it only covers my machine (and not my phone for instance).

 

[TheSpaz]

The only illegal kind of porn...here in the states...is...
..not going to go there

I was trying not to say it specifically, but the illegal kind you are referring to is what the guy in the other thread was saying his room mate was downloading. His room mate was arrested for it and let out on bail and is still awaiting his trial.

I just figured it was a whacky coincidence that this guy suddenly has a broken ethernet port.

 

[rogersmj]

Hi everyone, someone asked for me to report back so here it is. Very good news: long story short, I got my MBP back from repair in 3.5 hours.

BTW, to all those admonishing me to have a backup machine...I do have other computers I can use, and my files are of course backed up, it just isn't convenient. Anyway...

I originally went into the Apple store last Friday and had them diagnose the problem. As suspected, it was a dead Ethernet port and required a new motherboard to be ordered. They said it would arrive either the next day (Saturday) or Monday, and would call me when it arrived. They explained I would have to leave my laptop with them for 5-7 days.

I politely voiced my displeasure about this policy and asked if I could possibly just receive a call when someone was actually available to work on my computer and drop it off then instead of having it sit on a shelf for a week until someone got around to making the 2-hour repair. The kid at the Genius bar was sympathetic, but was unable to offer any help other than introducing me to the business manager at the store. We chatted, I left him my card and I departed -- still with my laptop.

Come today (Thursday of the following week, 6 days later), I still hadn't received the promised call about the part, which was now at least 3 days overdue. I did receive an email from the general manager of the store (whom I hadn't met) this morning though, just a courtesy note asking me to contact her if I ever needed anything. I replied back and told her I was still waiting on a call about my part, and I also reiterated that it was kind of ridiculous that I have to leave my laptop with them for a week when no one's going to touch it for most of that time.

Within an hour, I get a call from someone in the service department at the store, and they invite me to bring in my laptop within the next couple hours -- if I do so, they'll get it taken care of tonight.

So I drove over there at 3:30pm, dropped it off...and at 7pm, I got a call to come pick it up. Good as new! And only gone for 3.5 hours.

Kudos to Apple for being accommodating. Great service!

 

[ronjon10]

Glad you got good service on it.

I know you (and most people including me) don't like the policy of leaving the machine. From their perspective, it makes good business sense. It becomes a real scheduling hassle if they have to call everyone and arrange for them to bring in machines. They'll schedule the work time, then the person won't show up with the machine on time and the tech is left with nothing to do. Even worse, they could order the part, costing them money, then have the customer bail on the repair.

It's great service when customers are allowed that courtesy, but there is another side to the story.

 

[rdowns]

Little late to the party but my Apple Store accommodated me for the same type of service 2 weeks ago. Brought machine in for diagnosis, they ordered part, called me to bring it in late Saturday morning and it was ready after lunch.

 

[1rottenapple]

Good to know! I hear good and bad stories about apple, however when they do good, they go out of their way.