Get this. I called AppleCare and was immediately escalated to a supervisor. The guy was a total asshat and completely useless. He said unless there was something non-functional with the laptop (keyboard, monitor, etc.), then they couldn't repair it. This was after I had to explain that Apple failed to properly repair AND damaged the device multiple times. I could only laugh because the original reason I sent the device in for repair was due to accidental damage, so it's pretty concerning someone unfamiliar with Apple's own service offerings is a "supervisor". He was also arrogant and completely lacked empathy.
As a result, I just went to my local Apple store without an appointment and a manager helped me out. Unfortunately, they have to send it out to the repair depot AGAIN. The ENTIRE chassis has to be replaced. If it's not immaculate when I receive it back, I'm asking for a replacement device and full refund. I will have been without a computer for almost a month by the time I get it back next week, and who knows if it will be fine after a 4th attempt. Given how it was physically damaged, are the internal components okay? Who knows.
I do plan to pull out all the stops if it's not perfect when I get it back again. File a complaint with the BBB, notify the AG, try to dispute with my credit card, and go the executive concierge route of emailing Tim Cook.
Wow, what happened to Apple's great customer service?
Honestly I think with all the repairs and cost of labor here in the USA, shipping costs and so on it would have been cheaper for Apple to simply replace your laptop and sell yours as refurbished?
I would have stated that to the employee and added your wasted time. Macs are great but if Apple is unwilling to acknowledge that through their negligence that they are wasting your time and causing undue hardship and stress through no fault of your own by the multiple repairs and time without your Mac that they are hurting their chances of you buying another Mac.
Do you have Apple Care? It always amazes me how they tend to treat customers differently based on Apple Care.
It is because they feel they don't have competition and once you are past your return window they feel that they can do whatever they want. But APPLE should realize if you don't treat your customers right they can use alternatives and some of us will do it if you push us too far.
Do you have the supervisor name and or employee number? Might want to report his behavior. If he can't have the fortitude to understand why they should replace or at least repair damage they caused he really shouldn't be in that position. Apple may incentivize him to deny claims but it is like shooting yourself in the foot. The small cost of making a customer happy when your business has made several mistakes is a lot cheaper than losing repeat business. I don't know why they don't understand this?
This doesn't fill me with confidence that Apple will repair a device properly or care about concerns if they make a mistake in the repair process. What is the point of a warranty or paying for Apple Care if they can't repair your device properly.
I had an HP notebook and the motherboard failed just after the 1 year Warranty was up. HP at first tried to make me pay for a repair. I escalated the situation to a supervisor and in the end they repaired my laptop and sent me a loaner while I waited. When I got it back it was exactly like I sent it in. Not a scratch anywhere. And it worked. So if HP can do it surely Apple with their trillions can too. I was so happy with HP after that. That is what customer service should be. While I had to fight for it, ultimately they took care of me. I tell my friends that story and recommend HP because of it.
If Apple was smart they would want their customers to have a story similar to mine because it is free advertising, increases the customer loyalty and gives other potential customers confidence in the brand.
I fully agree with you in terms of not backing down and if they don't resolve the problem correctly to continue to serk redress. Don't let Apple get away with screwing you over because they try to wear you out.
