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MacBook Pro Repair Extension Program for Video Issues

Sanpete said:
Yeah, why do people make machines that have problems? I don't get that.
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So you roll-over and just buy another one...but not me!
I had a very expensive epson printer a few years back that had 'built in/planned obsolescence' that's what can really onset the rage:mad:.

thanks again you guys, all this support is very encouraging and helpful.
 
whats happening here you guys...? @hotmetal should I create/start a new thread based on Apples actions since the consumer law so that others going through this can get straight to the facts.
TBH I've been repeating my story on a few threads so maybe it's time to collate in one place for people who are also not getting a positive outcome from Apple, currently found 3 more people on here that Apple won't negotiate with, so might be good for them too!!

plus not liking the tone of this latest peep, thanks again for your support @hotmetal don't worry I pay no attention to the needless negativity on forums, only the helpful, sympathetic and friendly raise my considerations.
 
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theGreyeyeGemini said:
whats happening here you guys...? @hotmetal should I create/start a new thread based on Apples actions since the consumer law so that others going through this can get straight to the facts.
TBH I've been repeating my story on a few threads so maybe it's time to collate in one place for people who are also not getting a positive outcome from Apple, currently found 3 more people on here that Apple won't negotiate with, so might be good for them too!!

plus not liking the tone of this latest peep, thanks again for your support @hotmetal don't worry I pay no attention to the needless negativity on forums, only the helpful, sympathetic and friendly raise my considerations.
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You could start a new thread but I think you're fine to continue here.

What are your next steps at the moment then?
 
brandscill said:
You could start a new thread but I think you're fine to continue here.

What are your next steps at the moment then?
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@brandscill - check our private conversation for full deets. Nonetheless here's the basics for forum peeps interested.

Well after Monday's call from Kashif we're he tries to fob me off with that partial refund, I didn't get the generic "thankyou for taking my call email" that you always get after a call. Plus on that call I requested he put that offer in an email and physical letter to me along with the exact reason for the denial of a consumer law claim of 'replacement' or 'full refund'.

Then Tuesday morning the generic email pops up but with absolutely no content of what I asked for, just the bog standard "here are my contact details if you want to talk further."
So I email a reply asking and reiterating that I want the partial refund OFFER (pounds and pence) and REASON sent to me by email and physical letter again.
10 minutes later I get a phonecall, I don't answer so that it goes to voicemail and records his response, where he just repeats the lame offer with price, but still not the reason for denying my claim.

I then email back again, now including Tim Cook in the conversation. As I'm seriously getting frustrated with him not putting it in writing to me....and we all know this is because Apple do NOT like any paper trail of conversation to which they would have to honour. Regardless of the fact I have recorded all my phone conversations anyway.

In which I get yet another generic robot email back.

So then I just re-send (copy/paste) my previous email again but with added pleas to put it in writing.

Not heard a peep since 3pm yesterday!!
I'm fastidious to get this in writing as that is all that I can present for a judgement, as far as I'm aware voice recordings aren't admissable (probably because they can be edited to favour one party) but also I wouldn't want to use them as I don't want to be going to court with 'dirty hands', just not my style.
 
I have an early 2011 15" macbook pro and went into the Apple Store on Regent's Street yesterday after my laptop glitched out for the second time, so I've been reading this thread with interest.

I was offered 50% off the purchase of any new macbook in the store after the Genius tech ran the GPU test on my computer and it failed. He also mentioned somethings about consumer law and me being covered up to 6 years. After reading this thread I feel like they're trying to 'low ball' me to get me to drop everything and go and spend a grand on a new machine (which I don't really want to if it's going to stop working after 5 years..). Made it sound like they were doing me a favour etc.

I had the logic board replaced in 2014 after the GPU died the first time, although I had to pay outside of Apple Care as the tech found water damage (although I never saw any evidence, and don't believe there was any water damage I just desperately needed it fixed for work at the time) - am I eligible for any refund for this repair?

Basically, is a 50% discount good enough for this issue or should I push further to try and get a full replacement? Seems from reading this that they're not the most cooperative bunch when push comes to shove.
 
simonball said:
I have an early 2011 15" macbook pro and went into the Apple Store on Regent's Street yesterday after my laptop glitched out for the second time, so I've been reading this thread with interest.

I was offered 50% off the purchase of any new macbook in the store after the Genius tech ran the GPU test on my computer and it failed. He also mentioned somethings about consumer law and me being covered up to 6 years. After reading this thread I feel like they're trying to 'low ball' me to get me to drop everything and go and spend a grand on a new machine (which I don't really want to if it's going to stop working after 5 years..). Made it sound like they were doing me a favour etc.

I had the logic board replaced in 2014 after the GPU died the first time, although I had to pay outside of Apple Care as the tech found water damage (although I never saw any evidence, and don't believe there was any water damage I just desperately needed it fixed for work at the time) - am I eligible for any refund for this repair?

Basically, is a 50% discount good enough for this issue or should I push further to try and get a full replacement? Seems from reading this that they're not the most cooperative bunch when push comes to shove.
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I think it's a great deal, but whether it's all you're legally entitled to I don't know. It's astonishing that anyone sells computers in a place where a law requires them to work for six years. The prices must be astonishing too!
 
simonball said:
Basically, is a 50% discount good enough for this issue or should I push further to try and get a full replacement? Seems from reading this that they're not the most cooperative bunch when push comes to shove.
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Under Sales of Goods Act you have 6yrs from purchase date in which you're entitled to either a Full Refund or Replacement now that the 'repair program' is over, hold out for a better deal.

The fact the repair program exists is stating they sold us faulty MBP's, and any previous repair they did on your MBP would only have used similar logic board stock so also useless and pointless timewasting, @hotmetal had his replaced and it failed after 5wks!!
 
simonball said:
I had the logic board replaced in 2014Basically, is a 50% discount good enough for this issue or should I push further to try and get a full replacement? Seems from reading this that they're not the most cooperative bunch when push comes to shove.
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Certainly file a Consumer Law Claim. You need to do this with the company you bought it from. Your entitled to a replacement.
 
update -
got this today after 2 more attempts to get an answer as to why I fail the CL claim:

Dear Donna,

Thank you for your further email.

You have been provided several times with the same answer by Apple and our response remains unchanged. You will no longer receive a response from Apple should you continue to contact me or any other Apple departments via e-mail or telephone in respect of this matter. Should you wish to bring new facts to my attention, please do so by e-mail only. I will be happy to review the new information and will get back to you by e-mail within 24 business hours.

Not sure how to respond to that and he's definitely being deliberately obtuse in giving me the facts.
Absolutely flummoxed as to why they won't just formally write the exact reasons to me!!
 
theGreyeyeGemini said:
update -
got this today after 2 more attempts to get an answer as to why I fail the CL claim:

Dear Donna,

Thank you for your further email.

You have been provided several times with the same answer by Apple and our response remains unchanged. You will no longer receive a response from Apple should you continue to contact me or any other Apple departments via e-mail or telephone in respect of this matter. Should you wish to bring new facts to my attention, please do so by e-mail only. I will be happy to review the new information and will get back to you by e-mail within 24 business hours.

Not sure how to respond to that and he's definitely being deliberately obtuse in giving me the facts.
Absolutely flummoxed as to why they won't just formally write the exact reasons to me!!
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No way to respond other than full legal action to the extent of your regions laws. You need to fight this now in court, before the consumer law in your area expires on the product (6 years from purchase, right?). I wouldn't bug Apple anymore regarding the matter, if I were you. You have all you need from them recorded and documented. If you continue responding to them, they could always go after "harassment" (doubtful).

For the record: I am not a legal expert
 
theGreyeyeGemini said:
Not sure how to respond to that
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I think the key is that you don't.

Basically they're telling you that they'll ignore any further attempts by you. Its time to move on or change your course of action. If you feel the law is on your side, then look at retaining a lawyer, but I suspect the cost of that action will far outstrip the cost of a new laptop, making the feasibility of such actions questionable. Perhaps its time to cut your losses and move on
 
maflynn said:
I think the key is that you don't.

Basically they're telling you that they'll ignore any further attempts by you. Its time to move on or change your course of action. If you feel the law is on your side, then look at retaining a lawyer, but I suspect the cost of that action will far outstrip the cost of a new laptop, making the feasibility of such actions questionable. Perhaps its time to cut your losses and move on
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Actually simply by small claims court description and purpose the lawyer won't be necessary - court is intentionally set up the way customer can lose nothing more than time. However this is theoretical, haven't been to one yet.
 
tryrtryrtryrt said:
Actually simply by small claims court description and purpose the lawyer won't be necessary - court is intentionally set up the way customer can lose nothing more than time. However this is theoretical, haven't been to one yet.
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That may not be the same way, the OP is in the UK
 
tryrtryrtryrt said:
Actually simply by small claims court description and purpose the lawyer won't be necessary - court is intentionally set up the way customer can lose nothing more than time. However this is theoretical, haven't been to one yet.
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it's not entirely free with nothing to lose - for a monetary small claims court claim of £1844 (the price of my MBP) it will be an initial outlay of £115 then possible more fees if there's a court hearing and more again for a judgement to be enforced, PLUS a severe amount of confidence on my part to take on this massive corporate giant :eek:
 
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simonball -

50% off the purchase of any new MacBook (or MacBook Pro) is a GREAT deal.

Probably the most cost-effective route for you to take is... to take the deal.

Much easier than "fighting".
Chances are, it may actually "cost you less", as well.
 
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What you do is buy the most expensive Macbook Pro 15" model they have with 50% off...I think the most expensive config is like £4000? (So you pay £2000)

Then sell it on eBay, brand new for £3900 on eBay. After eBay/Paypal takes it's 14%, you're probably left with £3400 - minus the £2000 you spent on the MacBook = £1400

Do it this way and you get £1400 for really not too much effort! Wish apple would offer this option to me but i didn't buy my 2011 model direct from them - got it from eBay last year.
 
Sooo my wife's US (lives with me in the UK) 2011 MBP died yesterday; won't boot past the half way apple progress bar then grey screen with fans on full.. wish I'd known about this issue beforehand otherwise I would have bricked the thing in December and got a fresh logic board in.

Saw this thead and thought there might be some hope when taking it into an apple store. Maybe they'll still offer to fix it or out of courtesy a discounted new device... ya know.. something..

Nope.

It is apparently Vintage (LOL that's what the guy said - vintage).. can you imagine going into a vintage computer shop or museum seeing a 5 year old macbook..

After some diagnostics to confirm what I'd already told them, we were basically told to gtfo and take it to a 3rd party repair place.

Just thought I'd let you know our experience.
 
My 2012 rmbp also just failed, the screen is blackout although external display still works.
Looks like I got punished for not burning this thing out fast enough. This is not fair. My last 2007 MBP also dies after 5 years because of the video card. It seems MBP are built to last 5 years only:eek:
 
U.K. Poster here.

My MacBook Pro 2011 developed issues a week ago so I booked an appointment with the Genius Bar on Sunday. I had read up on the video issues so was aware off issues and from this forum good and bad experiences with getting it resolved.

Getting this resolved has been probably the best customer service I've ever experices.

From an initial diagnostic the MacBook failed vst test and the staff member said it was the issue with video which he's had a couple times this week.

He then got the store manager in who was just as enthusiastic as getting this resolved.

To my surprise he first mentioned the uk consumer law and that I would get it resolved it sooner or later and wanted to help me get it resolved today.

The both worked together in getting this sorted. They kept off nipping to the back and discussing things. Initially they were going to fix the issue at their cost: they said £400 for the part but even though my laptop is nearly 6 years old.. no cost to me.

Then after 40 minutes in store the manager said, lets forget about the fix .. have a new MacBook . And I walked away with a brand new MacBook Pro with a receipt for 1899.00.

Gobsmacked! Best service ever. Will carry on recommending Apple products to my friends and family for ever.
 
Tazg101 said:
U.K. Poster here.

My MacBook Pro 2011 developed issues a week ago so I booked an appointment with the Genius Bar on Sunday. I had read up on the video issues so was aware off issues and from this forum good and bad experiences with getting it resolved.

Getting this resolved has been probably the best customer service I've ever experices.

From an initial diagnostic the MacBook failed vst test and the staff member said it was the issue with video which he's had a couple times this week.

He then got the store manager in who was just as enthusiastic as getting this resolved.

To my surprise he first mentioned the uk consumer law and that I would get it resolved it sooner or later and wanted to help me get it resolved today.

The both worked together in getting this sorted. They kept off nipping to the back and discussing things. Initially they were going to fix the issue at their cost: they said £400 for the part but even though my laptop is nearly 6 years old.. no cost to me.

Then after 40 minutes in store the manager said, lets forget about the fix .. have a new MacBook . And I walked away with a brand new MacBook Pro with a receipt for 1899.00.

Gobsmacked! Best service ever. Will carry on recommending Apple products to my friends and family for ever.
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Which store was this?
 
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