rMBP Woes

Discussion in 'MacBook Pro' started by njtransit215, Aug 29, 2012.

  1. njtransit215 macrumors newbie

    Aug 24, 2012
    I have a tale to tell, so sit around for awhile if you have time to listen.

    I have had just an AWFUL experience with my Retina Macbook Pro. For the first few weeks, I loved it! Then I started to notice this hissing noise at times when the speakers were off, and this god-awful intermittent (that becomes important later) creaking noise. I called up Apple Care, and they said to bring it in to an Apple store. I happily complied, and they said that it needed a new top case/battery/keyboard. They told me to bring it in in 2 days, when they would have the parts in. Brought it in, the next day, it was done. Picked it up, it worked fine with no bad noises for all of... 20 minutes. The problem was still there. Called up Apple Care again, got a senior advisor, they sent me a box to send it to Austin, TX, where their main repair center/call center is. I sent it in, they get it a few days later. After two days at their facility, I get a call from one of the people at the facility, saying they can't reproduce the issue, so I gave them detailed instructions how. He said that worked, thanked me, and we finished our conversation. A day later, it gets shipped back, I open it up, and guess what? He lied to me. Turns out they couldn't reproduce and just replaced the hard drive for a "bad sector". I call Apple Care again, and they want to send it in for 2 more repairs before I can get an exchange. I get slightly mad, say I'll consider it, and that's that. I call back a bit later, and get someone who understands my issue and sends me back to that same Apple store for an exchange, for a new machine. She said she called up the store and confirmed they had it in stock. I go to the store the next day, and guess what? She lied to me! The store had no records that she recommended me for a replacement, or that she had even called! They even gave me a transcription of the case notes, and she had not mentioned anything about a replacement. They didn't even have my model of rMBP in stock. I leave, call Apple Care when I get home, get someone, I demand a replacement, they comply (finally) and a week later when I get the replacement? Does the same thing, and this unit is scratched. I'm returning it, and told myself I do this one more time, and if I noticed ANYTHING wrong in the first 14 days, goodbye Macbook Pro, I'm waiting for your refresh. Apple quality control is really down, and a few of their agents lied to me. So take this as a warning to all you rMBP buyers. It has many problems, and they aren't going anywhere quick to fix 'em. I still love Apple, but this has tainted their reputation with me.

    If anyone from Apple is reading this, I mean no disrespect to you or your company, I just want to get my story out there.

    Thanks for reading my rant!
  2. Queen6 macrumors 603


    Dec 11, 2008
    Putting out the fire with gasoline...
    It`s a shame to read such comment, as Apple in general have very good quality, however in a recent poll here although the majority were satisfied with their rMBP with no issue, 20% had minor issues or had to return the machine which is far too high a number for a premium product.

    My own rMBP has no issue, equally i do feel for those that have had to go through several replacements simply to get a good example. This is definitely something Apple must address, all those having issue should leave feedback with Apple directly.
  3. austinguy23 macrumors 6502a

    Oct 8, 2008
    Yikes, sorry for the trouble and thanks for the heads up. Apple products cost too much of a premium for them to treat customers that way.

    I read recently about Apple cutting staff at stores to cut costs. One wonders if they're doing the same in other areas.
  4. jacktorrance macrumors regular

    Jul 21, 2009
  5. iaymnu macrumors 6502

    Mar 23, 2007
    Buy @ premium pricing expect premium service. Don't settle anything on an apple product. Keep pushing/demanding/requesting.
  6. polotska macrumors 6502

    Sep 23, 2007
    Unfortunate experience. From my own personal experience with phone support and the retail stores, I find it unlikely that the phone agent lied outright; it’s more likely miscommunication with the stores, or general incompetence.
  7. AZREOSpecialist macrumors 68020


    Mar 15, 2009
    That does not mean that 20% of all RMBPs have problems. It merely indicates that more people come here with problems than don't. That's all.
  8. MCAsan macrumors 601


    Jul 9, 2012
    A poll on a BBS is lightly not statistically significant as reflection of what is going on the general marketplace. We need would metrics from Apple on the number units sold and number of trouble tickets to make any kind of valid conclusions.
  9. Queen6 macrumors 603


    Dec 11, 2008
    Putting out the fire with gasoline...
    Agreed, however it`s the only metric we have to hand at present

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