What should I do if Apple damages my computer? [Genius bar]

Discussion in 'MacBook Pro' started by wordoflife, Nov 28, 2010.

  1. wordoflife macrumors 604

    wordoflife

    Joined:
    Jul 6, 2009
    #1
    I gave my computer to the Genius yesterday in perfect condition, but from past bad experiences and some threads I read on MR, what should I do if my computer comes back damaged (like scratches)?

    Should I not sign the release paper and take it up with the manager in store or should I just take it home and call Apple? (I'm out of my 90 day warranty though)

    Hopefully it comes the way it should.
     
  2. simsaladimbamba

    Joined:
    Nov 28, 2010
    Location:
    located
    #2
    Which 90 day warranty? Do you mean telephone support? As far as I know, Apple offers a one year warranty from the day of your purchase, which can be extended by buying Apple Care for an additional two years.
    Therefore, if you hand over your MBP to the Geniuses and get it back damaged, demand to speak tot eh manager of the store and see, what they can do. Maybe even make photographs before you hand it over.

    But know, that this is a rare occurrence, as help forums only attract people who need help or have had a bad experience. The ones with no bad experience rarely come to places like this and report how everything worked fine and how no damage was done to their Mac during repair.
     
  3. Hellhammer Moderator

    Hellhammer

    Staff Member

    Joined:
    Dec 10, 2008
    Location:
    Finland
    #3
    Just refuse to sign it. You should expect it to be fixed, not smashed. What you should have done is to take pictures of the Mac before sending it in so you can prove that it happened during the repair.

    To be honest, you're worrying too much. In most cases it comes back as perfect and if it turns out to have flaws, things will get sorted. Don't worry until you have something to worry about
     
  4. OllyW Moderator

    OllyW

    Staff Member

    Joined:
    Oct 11, 2005
    Location:
    The Black Country, England
    #4
    The chances of your computer being damaged during repair work are very low.

    When you collect it just give it a very thorough inspection and if there is any damage take it up with the staff.
     
  5. aristobrat macrumors G5

    Joined:
    Oct 14, 2005
    #5
    I worked at an Apple Store for a few years and helped what has to add up to at least a thousand people pick up their Genius Bar repairs. None were scratched or damaged during the repair. So I'd say that the odds are in your favor.

    But if something isn't to your liking, I wouldn't accept the machine back and would ask to speak to the lead Genius or a manager.

    Out of curiosity (from you asking if you shouldnt sign for the pickup if its scratched) does the paper you signed when you dropped it off say anything about damage that happens during repair?
     
  6. wordoflife thread starter macrumors 604

    wordoflife

    Joined:
    Jul 6, 2009
    #6
    Yeah, I was talking about the 90 day phone support. Thanks for the reply :)

    Thank you. I just wanted to ask because the Apple Store is pretty hard to get to and would be extremely hard to get back to the Apple Store to resolve any issues.

    I didn't take pictures, unfortunately. (Does somebody want to send me some photos of their Macbook Pro 13") :p

    Thank you :)

    _________________________________________________________________

    I got a call from Apple saying that my repair would be delayed because they weren't getting any video on screen when they reconnected the display (I think that is what they said :confused: )
     
  7. wpotere Guest

    Joined:
    Oct 7, 2010
    #7
    If you take photos, make sure that you embed the date and time on them (n camera settings). I did have an issue with an MBA once but I will tell you that Apple made no fuss and fixed it without question. They really want happy customers.
     
  8. wordoflife thread starter macrumors 604

    wordoflife

    Joined:
    Jul 6, 2009
    #8
    Here is the paper he gave me :)

    [​IMG]
     
  9. wordoflife thread starter macrumors 604

    wordoflife

    Joined:
    Jul 6, 2009
    #9
    I didn't take photos. What are my options here?

    Well hopefully, it comes the way I sent it in.
     
  10. aristobrat macrumors G5

    Joined:
    Oct 14, 2005
    #10
    http://www.apple.com/legal/terms/repair/usretailrepairterms.html

    Cool, that's the only thing I saw on the Terms and Conditions on the back of the form you signed that seems to apply towards them damaging your machine.

    I was curious if they tried to put some crap in there about not being responsible for any cosmetic damage.

    Glad to see they didn't! :)
     
  11. wordoflife thread starter macrumors 604

    wordoflife

    Joined:
    Jul 6, 2009
    #11
    Yesssssssssssss!
    Glad to see that! Thanks for pointing it out, because I probably never would have read that :eek:
     

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