My unpleasant experience with Apple support and AASP.

[Ahmedista]

I was thinking of sharing my experience with Apple Support and AASP regarding my 2017 MacBook Pro flexgate problem whether it would be helpful for others or not then I decided to write about it anyway.



I have a MacBook Pro 2017 which suffers from the common issue where the display backlight stops working whenever you open the lid after certain degree.



I had to travel to another country to fix my MacBook since my country where I live doesn’t have Apple store or AASP.



I went AASP with my MacBook to show them the problem as the display backlight stops working at certain angle. The agent from AASP immediately identified the problem but then asked me which model is it, I told him this is 2017 model then he said the recall program only for 2016 models I replied but this the same symptoms that is described in the service program then he said that they can’t do anything unless Apple itself approved the repair. The technician advised me to contact Apple Support to get an exception as this definitely a manufacturer defect not caused by the user and %90 I should get an exception.



I left my MacBook to get inspected by them and I contacted the Apple support and I told them I want an exception to fix my MacBook for free because this is not something I’ve done, the apple agent which he was a senior apple agent understood my problem, he was nice to me and he said he would wait for the technical report from the AASP to see if I’m eligible to get an exception.





I waited for a week to get a response, he called me he said my device looked clean and in a good condition and he approved to get me an exception but it needed to get another approval from another department to start the free repair so I waited another 4 days then he contacted me and said the guy from the other department refused to get me an exception as my device is out of warranty. The senior apple agent wanted to help me by asking the other department again about my case as he told me the exception needs two approvals, one from him the other from another department. He told me from his side he’s giving me the exception.



Anyway even in the second attempt the other department refused to give me the approval.



I went back to AASP to get my MacBook, I noticed when I received the device the display backlight wasn’t working at all even if I open the lid by small degree. I told them my MacBook was working when I open the lid at 45 degrees and below when I handled them the device they replied they knew the backlight was working at certain angle but eventually it will stop working at some point. So basically I gave them the device in a condition where the backlight was working at certain angle and I received the device in a condition where the backlight is not working at all hence they made it worse !!



They said they can’t do anything as they are only an authorized agent not Apple itself. I got mad at them and I contacted the same senior Apple agent I told him what happened to me he said he would try to convince the other department to get me a screen replacement after what recently happened to my device but again they refused to get me a screen replacement even after the AASP worsen the condition of my MacBook.



And that is my unpleasant experience with Apple support and AASP.



I’m really shocked and disappointed by Apple how they claim they are the best support and will do anything to make the customer happy.



I feel like I got deceived by a multi billion dollar company not only for produce a device that will fail after opening and closing the lid just like any laptop in the market, also for the horrible experience with their support.

 

[chabig]

Sometimes machines (not just computers) fail. I'm sorry for your loss. You can't be mad at anyone that the machine is out of warranty. That's just bad luck.

 

[BrianBaughn]

You have a legitimate gripe but your adventure isn't over. Keep at it.

I have an LG microwave oven that died after 13 months…one month out of warranty. I called and explained the situation and without even asking them the service rep said they'd either repair, replace or refund it. Great! However, after a total of two visits from technicians (only to "verify" the problem), 15 phone calls to 12 different reps, 4 emails, dozens of text messages, two online chats, multiple "case numbers" and four months I still had a broken microwave.

An email to the president of customer service got a response from his rep and another technician was sent out. He had the parts on his truck and fixed it. I'm convinced if he hadn't had the parts I'd still have a broken microwave.

LG must have spent over a thousand dollars to fix a $300 oven!

 

[Ahmedista]

Sometimes machines (not just computers) fail. I'm sorry for your loss. You can't be mad at anyone that the machine is out of warranty. That's just bad luck.

I do know machines sometimes fail, but I'm talking to a machine that is expensive and high-end product that is being used for professional reasons and make a living from it so it should be RELIABLE and doesn't fail because you open and close the lid like any normal laptop. I have a 10 years old PC laptop which I do not maintain and full of dirts and scratches but it's functioning properly till now.

And It's not a bad luck, there are thousands of customers who are suffering from the same problem.

 

[Ahmedista]

You have a legitimate gripe but your adventure isn't over. Keep at it.

I have an LG microwave oven that died after 13 months…one month out of warranty. I called and explained the situation and without even asking them the service rep said they'd either repair, replace or refund it. Great! However, after a total of two visits from technicians (only to "verify" the problem), 15 phone calls to 12 different reps, 4 emails, dozens of text messages, two online chats, multiple "case numbers" and four months I still had a broken microwave.

An email to the president of customer service got a response from his rep and another technician was sent out. He had the parts on his truck and fixed it. I'm convinced if he hadn't had the parts I'd still have a broken microwave.

LG must have spent over a thousand dollars to fix a $300 oven!

Well I tried everything and really had a hope when the senior agent approved the exception but still not enough.

 

[Lucas Curious]

This is Apple's way of telling you to quit being cheap and buy their new 16"

 

[tompaulman]

Sometimes machines (not just computers) fail. I'm sorry for your loss. You can't be mad at anyone that the machine is out of warranty. That's just bad luck.

This is not bad luck, it's just a poorly designed product that the manufacturer refuses to take responsibility for. If it was just bad luck, then there wouldn't be hundreds of similar posts online.

OP: There are some unofficial repairs for this issue online (i.e. eBay), those are supposed to be permanent repairs and not just replacements with the same faulty parts. And they are a lot cheaper than the official Apple screen replacements. Use at your own risk, I don't have any experience with them.

 

[haruhiko]

Authorised resellers and authorised repair are that bad. I still remember the time when Hong Kong didn’t have any Apple Store (pre-2011). Good luck if your Apple gear had any problem.

 

[DMG35]

Sorry about this OP, sometimes the Apple Authorized repair places don't provide very good service. I would continue to call Apple support and keep escalating your problem. If you get to the right person they will take care of you. Apple customer service is typically A+ so don't let this bad experience keep you from still trying to get it fixed.

 

[Lihp8270]

Sometimes machines (not just computers) fail. I'm sorry for your loss. You can't be mad at anyone that the machine is out of warranty. That's just bad luck.

The issue with this argument is that in some countries the warranty can be as low as 1 year.

I’d say 3k on a new MBP a worthwhile investment if the expected life is 1 year?

Because the argument of “it’s just bad luck” means that you should base the value for money in the expected life of the warranty.

 

[fa8362]

The issue with this argument is that in some countries the warranty can be as low as 1 year.

I’d say 3k on a new MBP a worthwhile investment if the expected life is 1 year?

Because the argument of “it’s just bad luck” means that you should base the value for money in the expected life of the warranty.

I don't understand your point since the expected life is obviously much more than one year.

 

[Dovahkiing]

Sometimes machines (not just computers) fail. I'm sorry for your loss. You can't be mad at anyone that the machine is out of warranty. That's just bad luck.

B.S. This is such a flippant response. This is clearly caused by Apples poor flex cable design on these models and they should stand behind their machines.

It makes me genuinely angry that some consumers have such low expectations for thousand-dollar machines or honestly products in general. Really contributes to success of planned obsolescence and throw away culture too. By the way, my original 2007 polycarbonate MacBook still works just fine - going on 13 years now since the warranty ran out.

@OP - thanks for sharing.

 

[Lihp8270]

I don't understand your point since the expected life is obviously much more than one year.

That’s the point of my post.

If you look at the post I responded too. They suggested that if it fails outside of the warranty then it’s just tough luck and you can’t be annoyed as Apple say the warranty is only 1 year.

My post was highlighting that if you follow that logic you should judge value based on expected life. Since it’s acceptable to fail at 53 weeks.

Of course it’s not acceptable.

 

[MBAir2010]

This is Apple's way of telling you to quit being cheap and buy their new 16"

this statement is very true, i was told this back in 2015 when i needed a new power adaptor for the MBair 2010.
and over heard many  employees suggest to customers that getting a newer MacBook would solve their problems.

don't get me over that $99.99 file transferee fee instaeadof using time machine,

 

[fa8362]

That’s the point of my post.

If you look at the post I responded too. They suggested that if it fails outside of the warranty then it’s just tough luck and you can’t be annoyed as Apple say the warranty is only 1 year.

My post was highlighting that if you follow that logic you should judge value based on expected life. Since it’s acceptable to fail at 53 weeks.

Of course it’s not acceptable.

That's not the logic. The logic is that a few computers will fail, but most will not. Most will likely last 10-12 years or more. And yes, it is too bad if you're one of the few.

 

[Madhatter32]

When you are out of warranty you always get what you pay for -- so to speak. Sad but true.

 

[Lihp8270]

That's not the logic. The logic is that a few computers will fail, but most will not. Most will likely last 10-12 years or more. And yes, it is too bad if you're one of the few.

So if you accept then that it’s ok for a 3k computer to fail after 53 weeks.

When you make that purchase it’s only reasonable to expect a life of 1 year. Since that’s all apple will guarantee (in some countries)

The warranty period is meaningless for expected life and judging it to be acceptable is ridiculous. That exact same machine sold within the UK would get 6/7 (I can’t remember which) years to be free of manufacturing issues.

 

[Dovahkiing]

That's not the logic. The logic is that a few computers will fail, but most will not. Most will likely last 10-12 years or more. And yes, it is too bad if you're one of the few.

And you are missing the point that OPs issue is caused by faulty rigid display flex cable design. It's not as if OPs machine "just failed". It failed because of a known engineering flaw. And that's why it should be covered.

Edit: I'll add: An engineering flaw that Apple *admitted to* on some models but inexplicably excluded other models with the same exact flaw!

 

[chabig]

OPs issue is caused by faulty rigid display flex cable design

Do you have evidence to back up that claim? Apple knows which machines were built using the original design, and it covers those. Later machines were probably built with an updated design that doesn’t fail the same way. That’s why the extended repair program doesn’t cover them. The OP in this thread simply got unlucky, as a small number of any product will fail during its lifetime, some while in warranty and some after.

Regardless, every buyer knows they are covered during the warranty period and not after. It’s fine to ask for exceptions to be made. The OP gave it good try, but Apple said no. I don’t blame the OP for trying, and I don’t blame Apple for denying him.

 

[Lihp8270]

Do you have evidence to back up that claim? Apple knows which machines were built using the original design, and it covers those. Later machines were probably built with an updated design that doesn’t fail the same way. That’s why the extended repair program doesn’t cover them. The OP in this thread simply got unlucky, as a small number of any product will fail during its lifetime, some while in warranty and some after.

There are huge numbers of people with the flexgate issue on machines that aren’t covered by the repair program.

OPs issue isn’t a rare occurrence.

 

[chabig]

Maybe Apple will add more models to the repair program if data shows the failure rate to be high.

 

[fa8362]

There are huge numbers of people with the flexgate issue on machines that aren’t covered by the repair program.

OPs issue isn’t a rare occurrence.

It likely is. I have no screen issues with mine, and the majority of other owners likely don't have any screen issues either. If they did, there would already have been a class action lawsuit, since the 2017 is already 4 years old.

 

[Madhatter32]

Maybe Apple will add more models to the repair program if data shows the failure rate to be high.

Apple often waits for class action lawsuits before it decides to act with extended warranties. I would not get carried away with expounding upon Apple's customer focus with respect to repair programs if I were you.

 

[chabig]

Apple often waits for class action lawsuits before it decides to act with extended warranties. I would not get carried away with expounding upon Apple's customer focus with respect to repair programs if I were you.

That reply should be directed to the OP.

 

[Lucas Curious]

my recommendations if to get AppleCare for 3 years with an AMEX card if you know you'll keep the Mac long term. The Amex card gives good 1 extra year of warranty at end of the apple care.

My 2012 MBP 15" warranty ended while I was on a work tour living out of hotels for 6 months. After the tour 2016, I went into apple store and told them my story about how I didn't have access to a store and now im several months past warranty. The guy told me they could have sent me a box so I could ship it but he assumed im a production pro. I didn't use the Mac for production. It was for personal use but whatever. He went over to talk to the manager and they agreed to fix the issues, (fan, speaker and new battery) after apple care expired. Apple treats you differently if you didn't buy Apple Care. I had a 2011 MBP and the battery test showed that battery is failing. I went to the store 1 month after limited warranty expired and the manager said "nope" to a free battery swap. She said it would be unfair to people who purchase the warranty.

There are all sorts of small things which can happen with these Macs. pixel burn, screen hinge loosens, battery failure, weird screen stain maybe from coating going away. these things will probably happen within 3 years if this is the only Mac you use and you use it daily. This is why I got the apple care this time using an AMEX card to get that 4th year warranty. Add on the idea that apple can be more lenient after warranty if something goes wrong. But Id save your money if you use multiple computers. Using only one MacBook full time has made warranty worthwhile for me as something becomes an small issue eventually. once Apple touches it up I feel like you can get more years out of the Mac.