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Well I wish I could bring news of some description but its now going on 4.5 weeks and still nothing from Apple with regards to this issue.

They have my machine and apparently have raised the issue with "engineering"... wherever in the world they live.

Thats it....

No word on replacement / warranty or even (sorry - bad luck no warranty for you).

Nothing...

Yes I've called and they don't know anything and can't help any further. Whenever something progresses... they say they will call.

Anyway. Word of warning to anyone else who's Apple computer (I think iPhone experiences might be different) decides to melt, let the smoke out - or similar. It seems that you may be in for a very very long wait and left with absolutely no idea what the way forward is.

If this happens to you and its your only machine... Your best off buying another computer somewhere to get you through a few months.

Im not so much upset about the issue that occurred with the machine (Stuff can happen right) - but more so how very very terrible the customer care process is compared to how I thought Apple might handle this situation. It seems customer service in this area is very poor.

Post sales issues seems to be an extremely low priority with Apple now. This is rather depressing compared to a few years ago when it was really fantastic.


At some point I will assume Apple will eventually respond. If they do - I'll keep you updated.

P.S - Surely this is exactly the type of Customer experience Tim Cook would love to hear about. But just how do you get the message to him..??

Apple hates negative attention.

If you post on Twitter, "My MBP caught fire at Apple Store. No laptop for 4.5 weeks and counting...", Apple PR damage control team would contact you in no time.

Make sure you get a lot of friends to retweet it!
 
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The battery probably swelled, pushed up against the touchpad, and eventually caught on fire.
The same thing minus the catching fire bit happened to me with a late 2008 MBP unibody. Battery swole up so much the trackpad smashed. It had expanded so much it distorted the back plate of the macbook...
 
Other people have already mentioned it, but I would absolutely send an e-mail to Tim Cook (aka Executive Relations) and see if they can expedite getting this sorted out. Understandably, they need to investigate why it caught fire in the store, but there's no reason it should take this long.
 
hmm... (so far)
Thread started April 1.
OP posted service document from Apple store, which showed that the store would call OP in 3 to 5 days.
It's been 3 weeks since first post.

Did that Apple store ever call YOU...?
How long has the store had your MBPro now?
If it has been more than a full month (as an example), then you should feel just fine with discovering where your MBPro is, at the present time. If it has been sent off (somewhere_ ) for further evaluation, then perhaps it takes as long as it takes. I recall that "ox cart shipping" can be relatively slow :D
If, on the other hand, it remains at the Apple store, waiting for some kind of confirmation, that seems a bit too long, eh?
My own opinion here: The store suggesting that you purchase another MBPro while you wait, is probably a good one, if you have a business to run, and need to get on with that as soon as possible.
But, if it is your personal laptop, for your own use, and Apple has it in their possession, without any updates on that, until you call and "bother" them... And, you still seem to hear nothing, and now you have, well, nothing.
As has been suggested above, an email to tcook@apple.com can get a response, particularly when you describe what your experience has been - no emotion, just the facts, with dates/store name/call back promised/
I have heard on these forums that people DO get responses resulting from emails to tcook@apple.com.
Give it a try...
 
hmm... (so far)
Thread started April 1.
OP posted service document from Apple store, which showed that the store would call OP in 3 to 5 days.
It's been 3 weeks since first post.

Did that Apple store ever call YOU...?
How long has the store had your MBPro now?
If it has been more than a full month (as an example), then you should feel just fine with discovering where your MBPro is, at the present time.
Give it a try...

I will email and see if there is any luck with that. Thanks to all who have assisted.

The issue originally happened in store on 18th March.
I have called the store every week since to check. But they keep advising the don't have any updates...
(I've been back in person a couple of times as well).

They have it on site still and engineering somewhere is looking at photos. Thats as much as I have been told.
Yep - I have another PC currently as live goes on and you need a PC these days for work.

Will email tomorrow as suggested - which will be Sunday US time. Hopefully someone will see it and respond.

Im sure it will get sorted out eventually. I would even understand somewhat if they said it was not covered for warranty and its just tough luck. But no news / updates is pretty much worst than bad news.
Theres only so many times you can face the mac Genius who just smiles and says I can't help you.
(I know its not his fault. He is just a cog in a big machine)
 
I bet that @hallux has seen similar failures (with actual flames, not that wimpy smoke that the OP reported) during testing. I know that I have had that happen in the past.
While removing the (600ish cycled 1600 day old) battery in mine it caught on fire so had to run get a fire extinguisher & blasted it all over the open laptop... almost burnt a hole in the trackpad but typing on said Macbook Pro right now :cool:

note to all: the chemicals sprayed over the logic board/battery to contain fire was ABC powder o_O
only downside being it's tough to clean once coated ^^
f*ck glue.
 
Ive tried my luck at 2 stores.
1st - Hornsby Sydney Australia (Currently has my Mac).
2nd - Sydney City Australia - Just to see if they had a different answer. But they can't assist with anything another store has started. Apparently.

I am sorry.

The only things I know about Australia are crocodiles and Steve Irwin. :eek:
 
Final update:

Apple have really turned this case around have shown exceptional standards of service.

I reached out via email to Tim Cook and politely explained the case but kept it brief. Although I wonder if Tim really saw my email in person, someone picked up the case and investigated promptly. I received a call very quickly from a special cases Apple Rep who helped chase down an update on my case immediately.

My MacBook was rapidly repaired free of charge. However after testing, Apple advised that it still had an unusual hot electrical smell and they were unwilling to give it to me in that condition.

At this point they decided to replace the laptop with a brand new device.

I did not expect this and still kind of can't believe it.

Very happy with the fantastic outcome. The local Rep who helped me was outstanding and followed up post closure to ensure everything was fine.

Im not 100% sure why my case took so long with no updates initially, but once the right people got involved it really got resolved quickly and at a high standard.

Faith in Apple Fully Restored.
 
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