So AppleCare took my computer away...

Discussion in 'MacBook Pro' started by nikhsub1, Apr 6, 2015.

  1. nikhsub1 macrumors 68000

    nikhsub1

    Joined:
    Jun 19, 2007
    Location:
    mmmm... jessica.'s beer...
    #1
    So my 2011 17" MBP with the anti-glare screen was brought into the Apple store at the Americana in Glendale, CA. It had a dead GPU for the second time... I needed the machine to repaired ASAP and the Apple Genius said sending it out to the repair center would be much quicker than doing it in house. I reluctantly agreed... This was a Friday. My computer was in PERFECT condition, not a scratch or dent on it - I had a 1TB SSD in it and 16GB of RAM. I had a Moshi palmguard on it as well. The display was flawless and evenly lit. It was literally the perfect specimen computer.

    On Tuesday I received the laptop back from Apple via FedEx. When I opened the box I immediately discovered that this computer was not mine. It was NOT the computer that I brought into Apple. I immediately went into a rage as I felt slighted. This computer had scratches on it, the keyboard had uneven lighting as did the display. There was also a scratch on the screen.

    I looked at the paperwork that was sent with the computer - It stated that the machine failed to boot with my SSD hard drive and my 16GB of RAM. Not believing this for one second I installed my SSD and my RAM and the machine booted right up. Apple returned the laptop with what originally came it it; a 500GB 5400RPM HD and 4GB RAM... This led me to the conclusion that Apple merely swapped my computer with a refurb thinking that was okay... Hardly.

    I called AppleCare to explain - I got to level 2 and the guy was understanding and he was trying to be helpful. He suggested I head to the store where I dropped it off. I went into the store with the box and the laptop and explained what happened. I told them that I didn't want whatever computer I was sent and that they need to find mine and get it back to me, period. Interestingly the manager at the Apple store was able to see that the 'upper case' was also replaced (duh, I knew this) but that fact wasn't on my paperwork at all... which means that the display was also replaced.

    So what Apple did is they took the bottom panel from my original laptop and put in on a refurb and sent it back to me without even bothering to test my drive or RAM. Instead of FIXING mine which would be to replace the logic board they sent me a refurbished machine that was not in good shape and though that would be good.

    So, after demanding my original computer back the manager came out with a brand new rMPB - top of the line specs, they didn't even try to give me a lesser model. It's the 2.8 i7, 16GB RAM and 1TB SSD... I have to admit I wasn't excited and I'm still not sure if I am. I really loved my 17" anti glare. They explained that my machine is now gone and went 'back into the refurb pool' and there was no chance of getting it back.

    I guess I've made this post to ask for opinions. I feel like I'm not entirely satisfied with the 15" machine although it is an amazing machine. I feel cheated that my machine was taken from me in such a manner. I mean, I guess at the end of the day it was all Apple could do for me. Maybe I'm being ungrateful?

    Thoughts?
     
  2. LV-16 macrumors member

    Joined:
    Oct 7, 2013
    #2
    I understand how that's unfair, seeing as you probably preferred the larger screen and anti-glare display. But I think Apple handled it better than lots of other companies would have. I guess we can count on them for that more than often. Interesting story.
     
  3. BriOS, Apr 6, 2015
    Last edited by a moderator: Apr 24, 2015

    BriOS macrumors member

    Joined:
    Oct 23, 2014
    #3
    These won't last forever, but you just got the clock reset for you so to speak.

    Apple did similar for me. They replaced my mid 14 with a 15 just a week ago and I couldn't be happier.
     
  4. MaskedCarrot macrumors regular

    Joined:
    Mar 25, 2009
    Location:
    Northern VA
    #4
    Geez dude cry me a river.

    That's like saying you took your Toyota Camry in for work and they messed it up and gave you a new Lexus for your trouble.

    They screwed up and made it good. You made out big time. Enjoy it.
     
  5. puckhead193 macrumors G3

    puckhead193

    Joined:
    May 25, 2004
    Location:
    NY
    #5
    coming from a 17" i feel your pain. The 17" is a great machine.
    Did you pay for the repair or was it covered under applecare? I would be more pissed about loosing all my stuff and "starting over". I know backups but my laptop isn't my main machine anymore so I don't back up often. (i know i should but still) Plus i'm not a fan of Yosemite :p

    I hope they threw in applecare for your new machine!
     
  6. bhayes444, Apr 6, 2015
    Last edited: Apr 6, 2015

    bhayes444 macrumors 6502a

    Joined:
    Jul 13, 2013
    #6
    Yeah, I would be as upset and angry as you if that happened to me. I do feel, however, that Apple did a pretty decent job at trying to fix things for you. Once a computer gets put back in the refurbished pool, it is extremely difficult to track it down again. It must suck for you to have to go from your dream machine to the new computer, but I'm sure you will be happy with it in time. You could always just sell your new computer and try to find a seller of a 17" that is in almost the same condition as the one that was taken from you.
     
  7. nikhsub1 thread starter macrumors 68000

    nikhsub1

    Joined:
    Jun 19, 2007
    Location:
    mmmm... jessica.'s beer...
    #7
    Even this machine says Mid 14 in about this computer... I was under the impression that the mid 14 are the newest 15" rMBPs?
     
  8. BriOS macrumors member

    Joined:
    Oct 23, 2014
    #8
    Not sure about the 15" but mine is a early 2015 13". So maybe the 15" ones are still mid 2014s.
     
  9. LV-16 macrumors member

    Joined:
    Oct 7, 2013
    #9
    Yes they are.
     
  10. nikhsub1, Apr 6, 2015
    Last edited by a moderator: Apr 24, 2015

    nikhsub1 thread starter macrumors 68000

    nikhsub1

    Joined:
    Jun 19, 2007
    Location:
    mmmm... jessica.'s beer...
    #10
    I think I agree...

    Well I did have a 1TB SSD and 16GB of RAM, that hasn't changed with the new machine - just a better processor really. No DVD drive, only 2 USB ports and no 17" lovely AG screen. So while I get your point, I still prefer the 17" over this machine.

    The GPU was covered under warranty - and no they did not throw AppleCare in...

    I am less angry now, I feel like Apple did the right thing and all that they could do I'm just not sure in the end how I feel about it.

    I do appreciate everyone's opinion :)
     
  11. BriOS macrumors member

    Joined:
    Oct 23, 2014
    #11
    Said who?????? I could build a dell laptop twice the price of the most expensive macbook all day long and twice on Sunday. Get your facts right.
     
  12. yjchua95 macrumors 604

    Joined:
    Apr 23, 2011
    Location:
    GVA, KUL, MEL (current), ZQN
    #12
    Well, the 15" retina display is an upgrade over the 17" matte display for the most part. I moved from a 15" AG screen to a 15" retina and never looked back (except when working outdoors).

    You can always make it feel like a 17" by scaling it to 1920x1200.
     
  13. thadoggfather Suspended

    thadoggfather

    Joined:
    Oct 1, 2007
    #13
    Unfortunately they can't procure a 17" AG as its end of life now.

    I'm sure if they could, they would (for cost if no other reason, potentially). Still, seems like a real nice thing of them to give you a 1TB SSD config

    still i'd be satisfied and if you aren't, flip the machine and pick up a used 17" AG and enjoy the price difference.

    It's life and especially in retail (apple or not), crap happens.

    I'd think the battery life increase alone from going with new architecture will settle the deal for you.
     
  14. freeskier93 macrumors 6502

    Joined:
    Jul 13, 2008
    #14
    I sucks about the smaller screen, but if you planned on sticking with Apple you would have had to accept it at some point. I'd say walking out with a brand new computer that retails for $3200 is a pretty smoking deal and I would be pretty happy.
     
  15. nikhsub1 thread starter macrumors 68000

    nikhsub1

    Joined:
    Jun 19, 2007
    Location:
    mmmm... jessica.'s beer...
    #15
    No need to get excited. I'd love to see a $6400 dell laptop though.
     
  16. ChinaRye macrumors 6502

    ChinaRye

    Joined:
    Aug 7, 2007
    Location:
    Washington, DC
    #16
    I can understand since I used to have a 17 inch and miss the screen real estate, but I think you made out quite well with the machine they gave you. This story makes me want to get apple care now!
     
  17. nikhsub1 thread starter macrumors 68000

    nikhsub1

    Joined:
    Jun 19, 2007
    Location:
    mmmm... jessica.'s beer...
    #17
    This is what I am wrapping my head around. This post pretty much nails how I'm trying to feel.
     
  18. lokster macrumors 6502

    lokster

    Joined:
    Feb 7, 2010
    #18
    count your lucky stars! i doubt anyone would be even that kind as to give you another completely brand new top end laptop just like that. :apple:
     
  19. winkosmosis macrumors member

    Joined:
    Oct 20, 2012
    Location:
    Hawaii
    #19
    The 15" retina screen is incredible. Were you not blown away by the clarity?

    Take the new one
     
  20. Mnowell69 macrumors regular

    Mnowell69

    Joined:
    Jul 4, 2013
    Location:
    Bedford, UK
    #20
    if a 17" was so important i would sell the rMBP they gifted me, and buy the last best 17" that was made. With the rest of the money i would celebrate in my favourite bar etc etc
     
  21. Samuelsan2001 macrumors 603

    Joined:
    Oct 24, 2013
    #21
    You got lucky

    You would have ended up with a 15 inch rMBP at some point anyway (assuming you stayed with apple) so enjoy your free computer for the next 5 years.


    Set the screen with scaling to give you more real estate and don't look back...
     
  22. leman macrumors 604

    Joined:
    Oct 14, 2008
    #22
    Well, they screwed up, no questions here. I can also understand that you are upset about the situation and that some people have emotional attachment to their 17" models. However, the way they have resolved the issue is absolutely exemplary and you got the best deal possible out of it. You got a new, top-of the line computer which is better in every regard then your old one, completely for free. If anything, your story shows how great Apple's customer service is.
     
  23. amoda macrumors 6502a

    Joined:
    Aug 9, 2006
    #23
    You could probably sell that new top-of-the-line 15", buy a used 17" and have some cash left over for your trouble.
     
  24. Gav2k macrumors G3

    Gav2k

    Joined:
    Jul 24, 2009
    #24
    Technically there was no screw up it's stated on the paperwork you may receive a referb it's just unfortunate the op received a less than perfect specimen.
     
  25. Brian Y macrumors 68040

    Joined:
    Oct 21, 2012
    #25
    It was probably a logistics mistake - AppleCare don't replace macs with refurbished ones (if you need a replacement, it's always new).
     

Share This Page