MacBook Pro problems: Apple store covent garden - contact email

[rp2014]

Hi all, I own a late 2009 MacBook Pro which started to have trackpad problems and has been overheating. I visited Apple Store Covent Garden and was told I needed a new trackpad and logic board. So they proceeded to repair/replace both items (it took 7 days, rather than the 3-5 they originally stated). I took the laptop home, within 10mins of use the screen had problems and went blank, the Mac then started over heating. This went back to the apple store and a second logic board was replaced. I picked this up and wasn't happy with it in store, so I spent and hour using it at the Apple Store and the screen turned red. So they agreed to replace the MacBook Pro. They quoted 3-5 days. It has been 6 already. I called them today and was told that they Apple Care had sent the wrong replacement, they had to cancel and reorder. So I now won't get my laptop until 24th September.

I asked to speak to a manager to complain but was bluntly told that managers are not taking calls because of the launch of the new phone.

Anyone have experience of contacting the management of Covent Garden or any other apple store? I feel that 4 weeks from the first Genius appointment to receiving the new MacBook Pro is not acceptable.

Any thoughts would be appreciated.

 

[s2mikey]

Well that does suck. I've never personally had to contact an apple store about an issue but you may as well give it a shot. Why couldn't they just give you a new MacBook from current stock? Was there none?

It's almost like the craziness over the new phones are partially responsible for what you're going through.

 

[bennibeef]

My question is how did you get them to fully replace your Macbook after 5 years? Even with Apple Care you wont get 5 years coverage

 

[rp2014]

There was an error in my original post - its a 2010 laptop not 2009. The laptop is 4 years old in October. Yes, it is out of warranty/apple care but statutory rights still apply.

The repairs have to be carried out with due care and attention. They can't leave me with a laptop in a worse state than I bought it in. The second repair didn't help and the device had bigger problems than it went in with. Therefore rather than wasting more money/time on a repair they agreed to replace the device as they could not repair it to its original standard. It is covered by the Supply of Goods and Services Act.

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Well that does suck. I've never personally had to contact an apple store about an issue but you may as well give it a shot. Why couldn't they just give you a new MacBook from current stock? Was there none?

It's almost like the craziness over the new phones are partially responsible for what you're going through.

They insisted that it had to be ordered online. I even offered to pay the difference so I could leave the store with a laptop and they were having none of it. The new phone has really caused problems with delivery of the laptop and dealing with the store. Oh well, hopefully it will arrive next week as they say.