MACBOOK PRO M1 broke down after two months

[nicksaid99]

We purchased a M1 MacBook Pro on November 27th 2020 in Sydney where we were currently living.

Because my wife’s father was diagnosed with lung cancer we were forced to relocate to the Netherlands in January 2021. On arrival the MacBook suddenly developed a black screen. The touch pad was fine and it appears the backlight has ceased to work. We were unable to get the laptop looked at for a few weeks because unfortunately my wife’s father died quite suddenly.

We have Apple Care plus and had to take it to an authorized Apple repair center called Amac because there was no Apple store in Eindhoven where we are staying. Their service was totally awful; they have blamed the fault on water damage, which is totally ludicrous. This is a brand new laptop and has barely been used and certainly not put near any water. There are countless articles on the web about black screens on new MacBook Pro M1 models.

We are at a loss what to do. Normally with Apple the service has been outstanding. We have called Apple Australia and they are just telling us to contact Apple in the Netherlands who are rude and unhelpful. Apple in the Netherlands have told us if we pay 250 euro they will give us a brand new laptop which is totally unfair. Why should we have to pay for a faulty machine? I did email JB HI FI online and never received any reply. They are the people we bought it from. I have attached some photographs that the store have sent us of the supposed water damage. I'm not an engineer but I've looked at pictures on the web of water damage and it doesn't look like this. This appears to be little neat smears, not spread out as water damage would surely look like.

I've also seen countless articles on Apple pulling this kind of stunt and claiming water damage to get out of fixing faulty hardware.

Does anybody know if this in fact water damage and how the hell did it get water damage. It's barely been out of the box. I was still using my old macbook because I wanted to keep the new M1 pristine. I am thinking the warm humid climate Sydney then going to the freezing cold in the Netherlands has perhaps caused this?

 

[T'hain Esh Kelch]

I am thinking the warm humid climate Sydney then going to the freezing cold in the Netherlands has perhaps caused this?

Unless you teleported in an instant, that is not the cause.

 

[nicksaid99]

Unless you teleported in an instant, that is not the cause.

 

[nicksaid99]

Any ideas? No water has been near it. It has been kept in a protective case either in the box or by the TV. The screen started flickering when my wife opened it up to check her email then black screen. The touch bar works and so does the keyboard.

 

[Kung gu]

authorized Apple repair center called Amac

This is the problem, Apple authorised repair centres are leeches. Take it to an offical Apple Store, in a neighbouring country.

 

[nicksaid99]

This is the problem, Apple authorised repair centres are leeches. Take it to an offical Apple Store, in a neighbouring country.

Apple care in Australia were quite bad on the phone though. Does that look like water damage to you?

 

[SirAnthonyHopkins]

There are countless articles on the web about black screens on new MacBook Pro M1 models.

if this is the case, and you have AppleCare, you just need to push it with Apple themselves. An authorised reseller should help you (I used to work in one and I promise we were very helpful!) but there's a chance they're trying to make you pay for them to do the repair rather than send the laptop off to Apple. Since you have AppleCare and there isn't water damage, you should be fine to get a replacement.

 

[G5isAlive]

Apple care in Australia were quite bad on the phone though. Does that look like water damage to you?

Actually, yes it does look like the evaporative pattern of a small drop of water. Shrugs, but so what? Maybe it is, maybe it isn’t. A thousand opinions on MR may make you feel better but wont get your computer fixed. The poster that mentioned finding a real Apple store has the best strategy. Don’t go complaining that the other place was wrong, that puts the new store in a bad position, go in with a clean sheet. This computer doesn’t work. What do you want most, to feel vindicated or a new computer?

 

[SirAnthonyHopkins]

where was it stored on your flight?

 

[nicksaid99]

Actually, yes it does look like the evaporative pattern of a small drop of water. Shrugs, but so what? Maybe it is, maybe it isn’t. A thousand opinions on MR may make you feel better but wont get your computer fixed. The poster that mentioned finding a real Apple store has the best strategy. Don’t go complaining that the other place was wrong, that puts the new store in a bad position, go in with a clean sheet. This computer doesn’t work. What do you want most, to feel vindicated or a new computer?

 

[nicksaid99]

i have no idea how droplets of water would get into it. It has sat just below my TV, see attached picture. It also has a protective cover on it. I have used it for about 30 mins in total. I have read about a back light issue with the new Macs. I just don't want to have to pay 250 euro for the pleasure of having a new replacement laptop when I have had no water anywhere near it.

 

[nicksaid99]

where was it stored on your flight?

It was stored in my hand luggage in the box. A backpack. No water near it. I also bought my PS5 as hand luggage and thats fine. It has been barely touched. To be honest I was scared to use it, wanted to keep it pristine and wait for my 2014 Mac to pack up. It has literally been handled as if it was a priceless artefact.

 

[Kung gu]

If Apple is persistent that it is water damage. Then I would pay the 250 euros, get the replacement then sell the Mac on the used market and get a Windows Laptop.

PS. The PS5 is amazing machine for the price!! can't wait to get mine someday

 

[SirAnthonyHopkins]

I would just try to get it to the Apple Store in The Hague or Amsterdam if you possibly can. If not definitely call up Apple and explain the situation. I'm sure it'll get sorted.

 

[nicksaid99]

I would just try to get it to the Apple Store in The Hague or Amsterdam if you possibly can. If not definitely call up Apple and explain the situation. I'm sure it'll get sorted.

I had a issue years ago with my 2014 Macbook the staingate thing. Apple were so good. They replaced the screen no questions asked. I was always a PC man till I got my first Macbook which is still going strong and is the best laptop I've ever had. I really just didn't expect a brand new machine pack up within a few weeks, certainly not one that hasn't even been used much. I've called Apple Australia, they weren't great. Apple in the Netherlands, they were horrible, the Apple repair people, no comment about them and the place I bought it from keep telling me to contact this person and that person and I'm just being led round in circles.

 

[SirAnthonyHopkins]

Who did you buy it from? did you add AppleCare after purchase? Bit confused about all this, I've never really heard of Apple support being "horrible" in the face of someone calling them up to say they've had an error.

Again, short of you taking the computer into the Amsterdam store if they're currently open, not sure what else to recommend.

 

[biffuz]

More than water, this looks like some kind of drink or detergent. Sorry pal, this sort of things happens quite often and goes unnoticed.
It's just luck, in 7+ years my MBP has been splashed by every kind of liquid but never suffered any damage...
The only solution is to buy with some kind of insurance.

 

[svanstrom]

We are at a loss what to do. Normally with Apple the service has been outstanding. We have called Apple Australia and they are just telling us to contact Apple in the Netherlands who are rude and unhelpful. Apple in the Netherlands have told us if we pay 250 euro they will give us a brand new laptop which is totally unfair. Why should we have to pay for a faulty machine?

The sad truth is that things aren't always fair; and doubly so when it comes to "water damage".

Some people seem to be able to take their computers scuba diving without it doing any more damage than what a simple rice-bath can fix; while others get stuck not having their obviously unrelated problems fixed just because somewhere someone saw a potential sign of half a drop of water having evaporated.

IMO this is part of why paying for AppleCare has turned into a must. It's expensive, it shouldn't be needed when you're a careful owner; but unless you're not sensitive at all to the cost of new equipment it's sort of needed nowadays. So you get mad, upset, and complain a bit; and then you use that AppleCare, followed by trying to forget that it ever happened.

 

[Novius89]

I’m living in the Netherlands. Amac is terrible with service. They don’t change the laptop, they fix it, if they want.

we have an Apple store in Amsterdam , Den Haag , and Uuhm Almere I think.

take the train or a car to Den Haag (cheap parking at the beach on workdays) go to the Apple store and make a walk on the beach 👍.

I ordered my MacBook Air at a webshop, with a €100 discount. Only drama and trouble with this thing, and the shop.
Finally got a refund, and bought in a shop with better service (not the Apple store).

 

[svanstrom]

This thread reminded me about not having added AppleCare to my AirPods Max.

So I went to apple.com to get that done, and for some reason it didn't work; so I called, and got excellent support.

They fixed the problem at their end, told me to wait 24hrs for everything to update; and ended by sending me an email with a support ID to use just in case their fix actually didn't work, so I wouldn't have to start over from scratch with the next support call.

Judging by the delay while on the call he probably had to escalate the problem (or he had a cup of coffee while keeping me as a billable excuse 😂); but it wasn't an unreasonable amount of time.

Always try to have your support handled directly by Apple, and not some in-the-middle business that don't actually benefit from treating you right.

Due to how I bought my AirPods Pro I did have to deal with another company for support for a particular problem I had with those; and my story there isn't as happy, and the result is essentially that I now have a pair of APP that are partially broken (no AppleCare).

 

[nicksaid99]

Who did you buy it from? did you add AppleCare after purchase? Bit confused about all this, I've never really heard of Apple support being "horrible" in the face of someone calling them up to say they've had an error.

Again, short of you taking the computer into the Amsterdam store if they're currently open, not sure what else to recommend.

i bought it from a big Australian store called JB HI FI who sell everything, video games, laptops, movies. Bought it and paid $300 for Applecare. Instially called up Apple care in the Netherlands and first thing the guy said is water damage without even looking at the machine. After Amac examined it we called Australian Apple care.

The Australian Apple care first person was very nice and helpful. She said she would call Amac personally but would have to check with the senior advisor. I was passed to him and he was very disinterested and started arguing with me.

 

[Novius89]

The only experience I have with Apple was in 2015 or something. My year old iPhone 5s didn’t charge good, and drained like crazy. After a call they changed my phone for a new one, I never have AppleCare, but back then they didn’t mind.

to be honest , I don’t rely on resellers anymore except 1 here in Holland.
they offered me great service when I had problems with an old tablet I bought there, and with my current tv.

 

[nicksaid99]

More than water, this looks like some kind of drink or detergent. Sorry pal, this sort of things happens quite often and goes unnoticed.
It's just luck, in 7+ years my MBP has been splashed by every kind of liquid but never suffered any damage...
The only solution is to buy with some kind of insurance.

Then I am at a complete loss to how drink or detergent got in it. It's been kept in the box or kept right by my TV. I am extremely careful with my things to the point of being obsessive. I'm not being petty. I really don't see why I am being forced to pay 250 euro for a replacement brand new laptop when water or drink or anything liquid hasn't been near it.

 

[nicksaid99]

I’m living in the Netherlands. Amac is terrible with service. They don’t change the laptop, they fix it, if they want.

we have an Apple store in Amsterdam , Den Haag , and Uuhm Almere I think.

take the train or a car to Den Haag (cheap parking at the beach on workdays) go to the Apple store and make a walk on the beach 👍.

I ordered my MacBook Air at a webshop, with a €100 discount. Only drama and trouble with this thing, and the shop.
Finally got a refund, and bought in a shop with better service (not the Apple store).

Yes I agree they are pretty bad. Pretty sure if I was in Sydney I could just take into the place I bought it from and get a replacement without any issue. This just seems to be a massive headache. On the phone again now with Apple the Netherlands. Probably follow the usual path of explaining the problem, being put on hold. Passed to somebody else. Explain the problem. Rinse and repeat.

 

[nicksaid99]

Oh wow now the Apple care person is saying sounds like a condensation issue which is what I always thought. Now we are being passed to somebody else. Yipee. And have to repeat the whole story again. I'm thinking of sending Apple an invoice for the hours I've wasted on the phone.