nMP Issues and Apple Care

Discussion in 'Mac Pro' started by canyonlight, Apr 17, 2014.

  1. canyonlight macrumors member

    Joined:
    Sep 3, 2011
    Location:
    Arizona
    #1
    My nMP has just malfunctioned. Here is the configuration: Mac Pro 2013, 6 Core / 32GB / 1TB SSD / D500.

    The machine won't boot. When booted into Recovery Mode it doesn't see either of the two Drobos where it was backed up with Time Machine to try to attempt to do a restore from TM backup. Additionally it won't reinstall OS X from Recovery Mode.

    The Apple Care rep wanted me to take the machine to an Apple Retail store. But the closest one is 300 miles.

    I asked him to replace the computer. He said it did not meet the criteria for replacement as it had not had a number of previous hardware repairs.

    The rep is supposed to call me back today with resolution that would have me shipping the machine back to Apple for repair.

    Would appreciate any recommendations on the best way to deal with Apple Care to get a satisfactory resolution. Does Apple have a customer advocate office where one can try to get these issues resolved?

    Thanks
     
  2. maflynn Moderator

    maflynn

    Staff Member

    Joined:
    May 3, 2009
    Location:
    Boston
    #2
    Apple generally won't replace a year old machine with a new one when there's been no repair history. I'd say send send it into apple for them to repair.

    I don't think they have a customer advocate office either - even if they did, I'd be hard pressed to believe they'd recommend a replacement over a repair on a machine that has not had any issues before. If apple did this, everyone would be clamoring for replacements
     
  3. Alrescha macrumors 68020

    Joined:
    Jan 1, 2008
    #3
    There are very, very, few people with "year-old" new Mac Pro's, and I am sure they have no trouble getting them replaced. ;-)
     
  4. jenzjen macrumors 68000

    Joined:
    Aug 20, 2010
    #4
    You're doing the best you can; if you don't want to ship it to them, you can insist that they send someone to you but since this is so new, you might get better work by sending it to Apple vs having some Apple certified tech try to fix it onsite.
     
  5. canyonlight thread starter macrumors member

    Joined:
    Sep 3, 2011
    Location:
    Arizona
    #5
    nMP Barely Two Months Old

    The subject computer is not a year old. I received it of February 27, 2014. It malfunctioned on April 16, 2014.
     
  6. DrDave6 macrumors newbie

    Joined:
    Sep 14, 2010
    Location:
    Toronto, Canada
    #6
    When I bought my first MP, I bought Apple Care and it had a "on site repair" clause. You might want to carefully check the Apple Care policy to see if you have a right to that.

    Know too, that even though I had this option, I had to insist that they send someone...which they eventually did.:)
     
  7. flowrider macrumors 601

    flowrider

    Joined:
    Nov 23, 2012
    #7
    Look at this FAQ:

    http://www.apple.com/support/products/faqs.html

    And this sentence:

    OnSite service may very well be an option for you if you insist. Notice it says Desktop Mac.

    Lou
     
  8. golf1410 macrumors 6502a

    golf1410

    Joined:
    May 7, 2012
    Location:
    San Francisco, CA
  9. goodcow macrumors 6502a

    Joined:
    Aug 4, 2007
    #9
    I would inquire about on-site service as well, although given all the proprietary parts and shortages, they might not have any to ship to a local Apple authorized service provider.
     
  10. jenzjen macrumors 68000

    Joined:
    Aug 20, 2010
    #10
    is there an echo in here :)
     

Share This Page