iMac M4 Magic Mouse failed after 5 months — no replacement, and Apple doesn’t even sell it

[MCap]

My 82-year-old father bought a blue iMac M4 five months ago. It came with a matching blue Magic Mouse — part of Apple’s iconic design experience.

A few days ago, the mouse stopped working. It no longer charges, and is not recognized by any device. It’s clearly a hardware failure, and it’s under warranty.

Apple Support told me the only solution was to bring it to an Apple Store in Milan. My father is elderly and cannot travel. There is no courier service offered.
I then asked: can I buy the same blue Magic Mouse again? No. Apple doesn’t sell it. The color-matched mouse isn’t available separately — only white or black.
I was passed around through multiple support agents, across chat and phone. One call was dropped. Another agent told me “there is no supervisor.”

In the end, I had to buy a refurbished mouse from a third party to restore my father’s setup.
We’ve owned 50+ Apple products in 35 years. But now, I’m stuck with a company that sells design as a core value — and then completely fails to support it.
Why promote a color-matched experience if you offer no way to maintain it?

 

[Bigwaff]

Apple Support told me the only solution was to bring it to an Apple Store in Milan. My father is elderly and cannot travel. There is no courier service offered.

If there is Apple Store or authorized service partner near you, could your father not send you the mouse and you take it? All you need is the proof of purchase of the iMac.

 

[MCap]

I appreciate the suggestion, but I’m not just reporting a logistics issue — I’m pointing out a design flaw in Apple’s post-sales support system.

The mouse is color-matched and part of the iMac experience, but it’s not replaceable or purchasable. If it’s confirmed defective, Apple offers no identical unit — not even if I’m willing to pay.

That’s the real issue. Apple sells an aesthetic, then abandons the customer when maintaining it becomes inconvenient.

If there is Apple Store or authorized service partner near you, could your father not send you the mouse and you take it? All you need is the proof of purchase of the iMac.

I appreciate the suggestion, but I’m not just reporting a logistics issue — I’m pointing out a design flaw in Apple’s post-sales support system.

The mouse is color-matched and part of the iMac experience, but it’s not replaceable or purchasable. If it’s confirmed defective, Apple offers no identical unit — not even if I’m willing to pay.

That’s the real issue. Apple sells an aesthetic, then abandons the customer when maintaining it becomes inconvenient.

 

[Bigwaff]

The mouse is color-matched and part of the iMac experience, but it’s not replaceable or purchasable. If it’s confirmed defective, Apple offers no identical unit — not even if I’m willing to pay.

While perhaps not available for retail purchase, I do know the colored Magic Mouse is available as a replaceable part under warranty in US which may not apply to your situation. You may also have been given erroneous info, which admittedly is also a problem and unfortunate.

 

[MCap]

While perhaps not available for retail purchase, I do know the colored Magic Mouse is available as a replaceable part under warranty in US which may not apply to your situation. You may also have been given erroneous info, which admittedly is also a problem and unfortunate.

Thanks — I agree, and that’s what makes the situation worse.
If Apple can provide the color-matched mouse as a replaceable part in the US, why is it impossible to access the same part in Europe, even under warranty?

And yes — if I was misinformed, then that’s a double failure: first on logistics, then on communication.

 

[Adelphos33]

For some reason, Apple is very hesitant to offer to replace color matched iMac accessories. Many people seem to report success by simply trying multiple times with different customer service representatives. If your product is under warranty, you should be able to get a replacement color matched mouse, worldwide.

In terms of the broader issue, the current iMac is a very strange product (one I love, but strange nonetheless). At this point, I think it is the only product offered in this variety of colors, and the supply chain related to the iMac accessories seems to be very restricted. It is almost as if the iMac is designed with a totally different design and production logic than all other Apple products.

 

[wonderings]

I would imagine they don't want to have so many products to stock and store for sale. So they offer support and replacement for what you bought, but don't want the shelf space it would take for each of those colours as well as everything else involved with having various skues for different colours. As mentioned before simplest would be for him to send it to you and then you go to an Apple Store and get it replaced with no hassle.

 

[usagora]

Yeah that does seem quite absurd they offer no way to ship the mouse for repair/replacement. At least it's just the mouse that failed and not the iMac. I always have a backup wired mouse on hand just in case.

 

[Fishrrman]

Get a Logitech mouse.
Much better.

I haven't used Apple pointing devices or keyboards in 30 years.
I'll never go back.

 

[MCap]

For some reason, Apple is very hesitant to offer to replace color matched iMac accessories. Many people seem to report success by simply trying multiple times with different customer service representatives. If your product is under warranty, you should be able to get a replacement color matched mouse, worldwide.

In terms of the broader issue, the current iMac is a very strange product (one I love, but strange nonetheless). At this point, I think it is the only product offered in this variety of colors, and the supply chain related to the iMac accessories seems to be very restricted. It is almost as if the iMac is designed with a totally different design and production logic than all other Apple products.

Thank you — this is probably the most thoughtful reply I’ve received so far.

I agree 100%: the iMac — especially the colored models — seems to follow a completely separate logic, from design to supply chain to support.

And yes, it’s baffling that replacements for color-matched accessories aren’t standardized globally, even under warranty.
Having to “try multiple times and hope for the right rep” is not a support strategy — it’s a support lottery.

Here’s the most frustrating part:
Apple didn’t offer any replacement option at all.
Not a white Magic Mouse for free — which would’ve been a minimal gesture under warranty.
And not even the same blue model for purchase, despite a specific request to pay for it.

The only suggestion was to “go to the nearest Apple Store” — which in my case means a 120 km round trip to Milan.
That’s not support. That’s delegation of the problem.

So I had to resolve it myself:
• I purchased a white Magic Mouse from Amazon, just to keep the iMac usable.
• Then I found a refurbished blue one on Refurbed, to restore the original look Apple sold as part of the product.

Apple positions this iMac as a premium, coordinated design experience — where aesthetics matter, and every detail is intentional.
But when something breaks, the official response becomes:
“Just replace it with something else. Or figure it out yourself. Or drive to Milan.”

Imagine needing to replace the bottom case of a Sky Blue MacBook Air, and Apple says:
“We only have silver. It’s the same inside.”

That would sound absurd — but it’s exactly what’s happening here.

A premium product with non-premium support leads to disappointment.
And design-led products require design-aware service to maintain credibility.

 

[MCap]

I would imagine they don't want to have so many products to stock and store for sale. So they offer support and replacement for what you bought, but don't want the shelf space it would take for each of those colours as well as everything else involved with having various skues for different colours. As mentioned before simplest would be for him to send it to you and then you go to an Apple Store and get it replaced with no hassle.

I understand the inventory logic — but I think it’s a flawed defense in this context.

Apple chose to design and sell iMacs in coordinated colors, and they marketed that as a premium experience.
If the company isn’t prepared to support that design promise with appropriate logistics, then it’s a design failure, not a customer inconvenience.

I didn’t ask for a rare collector’s item. I simply asked to replace — or even purchase — the same accessory that came with the iMac five months ago.
Instead, I was told to drive to the Apple Store in Milan — that’s a 120 km round trip just to replace a mouse under warranty.

And the idea of “have your father ship it to you so you can go” doesn’t apply.
He lives 20 steps from me. That’s not the issue.
The issue is that Apple’s support is neither consistent nor adapted to the very product lines it creates.

I had to buy a white Magic Mouse myself just to keep the iMac functional,
and hunt down a refurbished blue one to restore the aesthetic Apple sold as part of the original package.

When a company sells design as its main value, it must support that design all the way — not just in marketing photos.

 

[MCap]

Yeah that does seem quite absurd they offer no way to ship the mouse for repair/replacement. At least it's just the mouse that failed and not the iMac. I always have a backup wired mouse on hand just in case.

True — it could’ve been worse, but that’s not really the point.

The issue isn’t whether a Magic Mouse failing is “the end of the world”.
It’s about Apple not offering any consistent or reasonable process to solve a basic problem on a premium product still under warranty.

Saying “at least it wasn’t the iMac” is like saying “at least the car still drives, even if one of the doors doesn’t match the color anymore.”
Would you accept that from a luxury brand?

Apple presents itself as a company where design and user experience are seamlessly integrated.
That promise must hold from the moment you unbox the product to the moment you need support — otherwise it’s just marketing.

And yes, I also used a backup mouse. But again, that’s me solving Apple’s failure, not Apple doing its job.

 

[MCap]

Get a Logitech mouse.
Much better.

I haven't used Apple pointing devices or keyboards in 30 years.
I'll never go back.

I hear you — Logitech makes excellent devices, and I’ve used them too over the years.

But this isn’t a debate about which mouse is “better”.
This is about Apple failing to support its own product line, one they heavily promote for its design and aesthetic integration.

The mouse wasn’t some third-party add-on — it was the official, color-matched Magic Mouse included in the box with the iMac.
When it fails under warranty, Apple should have a process in place to replace it — ideally with the same variant, or at least offer options that don’t break the product experience.

Telling customers to “just switch to Logitech” isn’t a solution —
it’s an admission that Apple can’t support what it sells.
And that, for a brand built on premium design and seamless experience, is the real problem.

 

[MCap]

Let me clarify this for everyone following the thread or replying with side suggestions:

This isn’t about whether the Magic Mouse is perfect or whether I should switch to Logitech.

It’s about the discrepancy between Apple’s design philosophy and their customer support reality.
• I bought an iMac with a color-matched blue Magic Mouse.
• Five months later, the mouse failed. Won’t charge, won’t connect.
• It’s still under warranty.
• Apple’s only solution? “Go to the Apple Store in Milan.” (120 km round trip.)
• They didn’t offer a courier option.
• They didn’t offer a replacement white mouse for free.
• They didn’t even offer the blue one for sale — not even when I offered to pay.

I ended up:
• Buying a white mouse on Amazon just to make the iMac usable.
• Buying a refurbished blue one elsewhere to restore the original aesthetic.

Meanwhile, I’ve spent hours across chats, calls, and forums just to solve a basic, warranty-covered issue.

Apple markets the iMac as a premium, integrated, color-coordinated product.
But when a part breaks, the message becomes:

“Just replace it with something else. Or figure it out yourself. Or drive to Milan.”

That’s not premium.
That’s incoherent.

I still love Apple products — but the support model must evolve to reflect the values the brand itself promotes.

 

[usagora]

True — it could’ve been worse, but that’s not really the point.

The issue isn’t whether a Magic Mouse failing is “the end of the world”.
It’s about Apple not offering any consistent or reasonable process to solve a basic problem on a premium product still under warranty.

Saying “at least it wasn’t the iMac” is like saying “at least the car still drives, even if one of the doors doesn’t match the color anymore.”
Would you accept that from a luxury brand?

Apple presents itself as a company where design and user experience are seamlessly integrated.
That promise must hold from the moment you unbox the product to the moment you need support — otherwise it’s just marketing.

And yes, I also used a backup mouse. But again, that’s me solving Apple’s failure, not Apple doing its job.

I said, "Yeah that does seem quite absurd they offer no way to ship the mouse for repair/replacement." I'm clearly agreeing with you. I'm also just happy that it was just the mouse and not the computer - I'm not saying that justifies anything on Apple's part. Just happy for your dad that he's not out of a computer totally during this time.

 

[usagora]

Get a Logitech mouse.
Much better.

I haven't used Apple pointing devices or keyboards in 30 years.
I'll never go back.

Many seem to think that, but I've tried other mice and keep coming back to the Magic Mouse. I don't find it uncomfortable at all and the touch interface for smooth scrolling (vertical and horizontal) is far superior than even the flagship Logitech mice.

 

[gh0stpr0t0c0lburner]

If it’s confirmed defective, Apple offers no identical unit

They do offer it—the issue here is they wanted you to bring it somewhere to confirm it is defective. I agree that it seems unnecessarily strict to have 'bring it to the Apple Store' as the only option.

 

[gh0stpr0t0c0lburner]

They didn’t offer a courier option

A courier seems like overkill, but if you mean they wouldn't let you mail it in somewhere, yes, they should support that.

 

[cjsuk]

Oh man that is the best news you can get. Long gone are the horrifying arm pains and the sore fingers. Freedom from the constant battle of "is it me or the mouse".

Get a Logitech G305 wireless and install Mos and SaneSideButtons and everything will be good.

As for the service, you're in Italy clearly. Having had many an argument over trivial things in Italy, I'm not even surprised. Have you tried to tell the person on the phone that you're going to shove the mouse inside them so far it'll be quite difficult to get it out? That usually works for me.

 

[GioGiusi]

Get a Logitech mouse.
Much better.

I haven't used Apple pointing devices or keyboards in 30 years.
I'll never go back.

Apple's magic trackpad is perhaps the best pointing device in existence. It's a remarkable piece of hardware for which there is no alternative or competitor.

 

[AlaskaMoose]

There isn't an Apple Store where I live at in the interior of Alaska, and the nearest one in Alaska is located approximately 385 miles away. When I purchase Apple products such as Macs, iPhones, iPads, etc. I always do so from the Apple "online" store, and have the product shipped to my residence. If the product malfunctions while it's still under the warranty, I consult with Apple's Customer Support at Apple USA, not with Customer Support at the Apple stores in Alaska. If the product-whichever it may be-is defective, Apple offers the following options:

a. A technician schedules a phone call, for example, and takes me through a series of steps to troubleshoot the malfunction. If the malfunction cannot be resolved, then...

b. I am offered the option to have a replacement. In this case I have to "sort of purchase the replacement" by providing my credit card number, except that my credit card purchase is put on hold (no charges are made by Apple). Then 24 hours or so later when I receive the replacement, I place the defective one in the carton or box that was shipped with the "replacement", and ship it back to Apple. I can even ask the person who delivered the replacement to wait a few seconds in order for me to repackage the defective product, affix the return label to the container, and hand it beck to the deliverer. This person scans the label, and then hands me a receipt.

But if you are able to drive to an Apple Store, all of this is done for you at the store. However, I would never drive to such a store before making sure that there aren't replacement units in stock. It would be a waste of time and effort.

 

[AlaskaMoose]

Apple's magic trackpad is perhaps the best pointing device in existence. It's a remarkable piece of hardware for which there is no alternative or competitor.

That's a matter of opinion. To all users like the same ergonomics, or the way it feels when using it, etc. The same can be said for the Magic Mouse, keyboard, and so on. I do agree that for OS-X and iOS the trackpad is the great. However, would PC and Windows user feel the same way?

 

[cjsuk]

The magic trackpad is terrible unless it's actually plugged into the computer with a cable. The latency is horrible.

Also totally useless for accurate positioning in graphics software for example.

The wireless mice with their own USB receiver are still far superior.

 

[MCap]

A courier seems like overkill, but if you mean they wouldn't let you mail it in somewhere, yes, they should support that.

I agree — a dedicated courier would be overkill for a mouse alone.

But that’s not what I asked for.

I asked Apple if there was any official mail-in option to handle the issue — especially since the product is still under warranty and the failure is clear.
Their response: “You must bring it to the nearest Apple Store.”

In my case, that means a 120 km round trip.
For a device that:
• Was purchased directly from Apple’s online store
• Failed after only five months
• And is still covered by Apple’s warranty

That’s not customer service. That’s shifting the burden onto the user.

Offering remote service options for basic warranty issues isn’t luxury — it’s normal in 2025.
Especially for a company that prides itself on premium products and frictionless experiences.

 

[MCap]

There isn't an Apple Store where I live at in the interior of Alaska, and the nearest one in Alaska is located approximately 385 miles away. When I purchase Apple products such as Macs, iPhones, iPads, etc. I always do so from the Apple "online" store, and have the product shipped to my residence. If the product malfunctions while it's still under the warranty, I consult with Apple's Customer Support at Apple USA, not with Customer Support at the Apple stores in Alaska. If the product-whichever it may be-is defective, Apple offers the following options:

a. A technician schedules a phone call, for example, and takes me through a series of steps to troubleshoot the malfunction. If the malfunction cannot be resolved, then...

b. I am offered the option to have a replacement. In this case I have to "sort of purchase the replacement" by providing my credit card number, except that my credit card purchase is put on hold (no charges are made by Apple. Then 24 hours or so later when I receive the replacement, I place the defective one in the carton or box that was shipped with the "replacement", and ship it back to Apple. I can even ask the person who delivered the replacement to wait a few seconds in order for me to repackage the defective product, affix the return label to the container, and hand it beck to the deliverer. This person scans the label, and then hands me a receipt.

But if you are able to drive to an Apple Store, all of this is done for you at the store. However, I would never drive to such a store before making sure that there aren't replacement units in stock. It would be a waste of time and effort.

Thank you — and yes, I’m aware that Apple USA offers a much better experience when it comes to support, especially in remote areas like Alaska.

That’s exactly the point I’m raising:
I’m based in Italy, and none of those options exist here.
No advance replacement. No prepaid return box. No pickup option.
Even though the product was bought from the official Apple Online Store, I was told:
“You must bring it to the nearest Apple Store in Milan.”

I didn’t ask for a courier. I asked for any remote option — a return label, an RMA process, something.
The answer was: no alternative.

What you described is exactly the level of service Apple promises worldwide — but in reality, it only works in the U.S. (and a few select markets).

That inconsistency is what I’m calling out.
Not the failure of a mouse — but the failure to maintain a consistent support experience globally, especially for products marketed as premium and seamless.