Hello everyone,Long‑time Apple customer here. I bought a MacBook Air M4 in October and put it into service at the end of October. The device failed mid‑November: it no longer charges and has been unusable since then. My Apple case number is 102746071360.
Timeline and actions taken
(I can provide more details in private message; I prefer not to post personal data publicly.)
Timeline and actions taken
- Purchase: October; in service end of October.
- Failure: mid‑November — device will not charge.
- Initial proposal from Apple: logic board replacement.
- I requested a full unit replacement. A supervisor promised to send a direct contact link; I waited one week with no reply and followed up on Dec 5 and Dec 9 with no response.
- After ~4 weeks of the device being out of service, another advisor offered a replacement but refused any goodwill compensation. That advisor also told me that accepting the replacement by phone would be recorded as me renouncing any further compensation — which I consider unacceptable pressure.
- Device unavailable for ~4 weeks, causing loss of productivity.
- All data on the device lost.
- Distress and loss of trust in the premium support experience.
- Immediate replacement with a new equivalent unit or full refund if replacement is not possible.
- A meaningful goodwill gesture (compensation or credit) to reflect the downtime, data loss, and poor handling of the case.
- Written explanation of the cause and corrective measures.
- Removal of any recorded statement that I renounced other compensation if I accept the replacement.
(I can provide more details in private message; I prefer not to post personal data publicly.)
