My repair has the dreaded "waiting for parts"...how long

[gumbaloom]

Hi all,

I've sent in my MBP Late 2016 (no touchbar) for repair with the following issues

- Trackpad (erratic clicking behaviour - seems to work OK for 2/3 minutes then stops "clickking" - leaving it for a while and it works agai - temperature related?
- Although not now some of the keys had the failed behaviour though I managed to get them alive again with careful use of a flat screw driver.
- During the winter the display in the bottom first thing in a morning had discolouration (heat related - it went with about 20 minutes of use)

They got my machine yesterday but it's now got a waiting for parts message...

My questions are -

1) Based on those reported faults what do you reckon is being replaced?
2) I currently live in Japan - with repairs they outsource to a service company and they claim not to know a) what the diagnosis was b) what parts are being waited on - is that really true ? I would have thought a global computer corporation like Apple would be able to have that info available anywhere?
3) Is waiting for parts common on a machine not even 2 years old since release?
4) When do you think I"ll get it back ?
5) How long do you have to wait before Apple will start responding to requests for a straight swap out?

It wouldn't bother me so much but I have 2 large freelance contracts both due by the end of July along with my regular job so beig without my main machine is a bit of a worry. I've had to buy a cheapo 2 in 1 tablet off Amazon just so I can carry on working


-gumbaloom

 

[New_Mac_Smell]

1: Probably top case, possibly display unless that was a one off. They might check it, rearrange the ribbon cable or something.

2: I'm assuming you want an American keyboard and are in Japan? They might not have access to the correct part you require at hand in a foreign country.

3: If they're replacing the top case, then this is country dependent, see 2.

4: No idea, ring them and ask. Usually a week or two, but anyone's wild guess really. Best speaking to them and if they don't know then that's it really.

5: If it's been 3 major repairs then by all means, otherwise I wouldn't expect a company to replace an entire machine just because I can't wait a week. Remember other manufacturers would have you wait up to 60 days for similar repairs.

6: That's just the nature of being self-employed. You risk it with a main machine but should have a backup, hopefully these jobs are paying for the computer within the fee. You can always rent machines temporarily or buy another, then sell it when you get the old one back. Cover the cost in the job.

 

[gumbaloom]

1: Probably top case, possibly display unless that was a one off. They might check it, rearrange the ribbon cable or something.

2: I'm assuming you want an American keyboard and are in Japan? They might not have access to the correct part you require at hand in a foreign country.

3: If they're replacing the top case, then this is country dependent, see 2.

4: No idea, ring them and ask. Usually a week or two, but anyone's wild guess really. Best speaking to them and if they don't know then that's it really.

5: If it's been 3 major repairs then by all means, otherwise I wouldn't expect a company to replace an entire machine just because I can't wait a week. Remember other manufacturers would have you wait up to 60 days for similar repairs.

6: That's just the nature of being self-employed. You risk it with a main machine but should have a backup, hopefully these jobs are paying for the computer within the fee. You can always rent machines temporarily or buy another, then sell it when you get the old one back. Cover the cost in the job.

Oh no I actually WANT a Japanese keyboard as I speak Japanese so prefer to have the language switching keys. LOL . So it's not the availability of parts.

I don't mind the waiting as long as my expectations are clearly set but "sorry we can't give you an estimate" is a bit rich...

And yeah I do have a backup machines available it's just well you know you're most productive / quickest on your main machine..you know how it is...

 

[New_Mac_Smell]

Oh no I actually WANT a Japanese keyboard as I speak Japanese so prefer to have the language switching keys. LOL . So it's not the availability of parts.

I don't mind the waiting as long as my expectations are clearly set but "sorry we can't give you an estimate" is a bit rich...

And yeah I do have a backup machines available it's just well you know you're most productive / quickest on your main machine..you know how it is...

Rule of thumb is they can never give you an estimate, and even when they (anyone) do you'll just get upset/disappointed when they miss it!

I do know what it's like. I arranged with my local Apple store here in Shanghai to get the parts into the shop (And specifically went to a store with a repair centre component) before I took it in. They rang me up the next day and collected it so was only down for a day.

 

[Ma2k5]

Rule of thumb is they can never give you an estimate, and even when they (anyone) do you'll just get upset/disappointed when they miss it!

I do know what it's like. I arranged with my local Apple store here in Shanghai to get the parts into the shop (And specifically went to a store with a repair centre component) before I took it in. They rang me up the next day and collected it so was only down for a day.

That is a strange practice. Nearly all industries, from cars, washing machines,mail you post, you name it, will have average lead times for parts. Everyone knows nothing is guaranteed, but it is good to know what is the expected. There computers should have back order estimates for their use as it is. Is it something that typically takes 1 week? 1 month? 3 months? The idea they are completely clueless and won't offer any information seems strange.

If they say it usually takes a week but it ends up taking 2 or 3, obviously there is some disappointment - but it is good to know what the company expects it should take, so you can gauge how long it may take factoring in potential delays and plan accordingly.

 

[Brian Y]

Part delays used to happen quite rarely unless they were obviously constrained - being a third party they probably don't keep many (if any) service parts on-site, so probably need to get them shipped in.

If parts are in-stock but not onsite, it's normally 2-3 days. If they're out of stock, can be 1-2 weeks.

Our "unofficial" policy (there wasn't an official one) was to contact the customer once per week. After 2 weeks we'd make it a priority repair (i.e. do it as soon as the parts come in). After 3 weeks, if it was looking unlikely that we'd get the parts in in the next week, we'd start looking into alternative solutions. The exception to this would be if we had a "joint venture" customer, who would basically be contacted to ask if they'd like a replacement after 2 weeks (if they weren't happy with the loaner)

 

[gumbaloom]

If this was a normal situation I'd just take it on the chin but like I said I've got freelance contracts that need to get done and I need to plan around how long I'm going to be without my main machine - I mean look other companies can do express replacement on notebooks why can't Apple ? Or at the least - "from the looks of your machine we expect it to take around X days but it might be a bit longer if parts deliveries are late"

I'd be prepared to pay for an superior level of support and/or a one off service fee to keep my productivity at it's maximum.

It's not like I can't do anything at all I've got backup machines - a 2012 Mac Mini (not really meant for doing freelance work though) and widows 2in1 cheapo nasty laptops but when you're a programmer and you have to use short cuts you're not used to on an IDE version you're not familiar with your productivity suffers.

 

[New_Mac_Smell]

If this was a normal situation I'd just take it on the chin but like I said I've got freelance contracts that need to get done and I need to plan around how long I'm going to be without my main machine - I mean look other companies can do express replacement on notebooks why can't Apple ? Or at the least - "from the looks of your machine we expect it to take around X days but it might be a bit longer if parts deliveries are late"

I'd be prepared to pay for an superior level of support and/or a one off service fee to keep my productivity at it's maximum.

It's not like I can't do anything at all I've got backup machines - a 2012 Mac Mini (not really meant for doing freelance work though) and widows 2in1 cheapo nasty laptops but when you're a programmer and you have to use short cuts you're not used to on an IDE version you're not familiar with your productivity suffers.

In future (If you haven't already) you can consider purchasing through a business account, if it's for business use. They'll treat you as a business user then and can offer you things you want such as time constraints.

 

[gumbaloom]

Rule of thumb is they can never give you an estimate, and even when they (anyone) do you'll just get upset/disappointed when they miss it!

I do know what it's like. I arranged with my local Apple store here in Shanghai to get the parts into the shop (And specifically went to a store with a repair centre component) before I took it in. They rang me up the next day and collected it so was only down for a day.

You're lucky then.

I live 7 hours by road from the nearest Apple store - Shikoku in Japan has no Apple stores (they should do though...).

My 2 nearest ones are Fukuoka and Osaka and both require domestic flights or 7 hour bus trips each way to get there.

Therefore my only option was to go with collect and return service so already have 5 - 6 lost days when you account for courier time there and back-

Called Monday - earliest they could pick up was Tuesday as they send the box out (they don't stock them locally o.o). Just for info Apple uses Kuro Neko Yamato Logistics to do their servicing in Japana and the courier is Kuro Neko - you would think they would keep boxes for computer pick ups at local depots. Then it got to the repair center on Thursday morning. So before the repair clock even starts ticking I've lost from Monday through to Thursday morning as I had to back up my machine to my Time Capsule etc.

I have had a battery swap done before so do know roughly how long it took with parts in stock - it was just over a week for a top cover replacement - I had no complaints with that - it was just the "we can't tell you when we'll get parts" that irked me..