When will apple just replace my macbook

Discussion in 'Mac Basics and Help' started by mcknzlrk, Feb 22, 2019.

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  1. mcknzlrk, Feb 22, 2019

    mcknzlrk macrumors newbie

    mcknzlrk

    Joined:
    Feb 22, 2019
    #1
    Hi everyone,
    I have been working with apple on an issue with my macbook for over 2 months now. It started with a problem with mail, I was unable to send anything for some reason. Fast forward to now- I have spent hours and hours on the phone with apple support, and my case has been sent up and up the ladder with the engineers. The supervisor who has been working with me said she has never had to go to the lengths to fix the issue as they have with my computer. I took it in because it now is basically unusable. I still have applecare, and my macbook is a 2017 model, and I have had it for about a year and a half. They wiped it and attempted to reinstall the software, the supposedly 45 minute process, took 4 hours, because my computer wouldn't load anything.
    I am going in for the 3rd time in a row tonight and I don't know how to firmly tell them I just need a new one. I have a case number, with 69 comments from engineers that they looked through- and none of them know how to fix the issue.
    It has been way too long and I am sick of being told they need "more information" for the billionth time over the months I have been working with them, and the amount of "more information" that I have provided them.
    I just don't know what to do at this point. Any advice would be appreciated, and thank you for reading.
     
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  2. jtara, Feb 22, 2019

    jtara macrumors 68000

    Joined:
    Mar 23, 2009
    #2
    If you are "having a problem with mail", this is not a "problem with your computer".

    It's a problem with software or configuration.

    A new computer won't solve it.

    "wouldn't load anything" is awfully vague, doesn't tell us anything.

    Is it "a problem with mail", or is it "wouldn't load anything" - whatever that means?

    Is it completely functional, other than "a problem with mail"?
     
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  3. keysofanxiety, Feb 22, 2019

    keysofanxiety macrumors G3

    keysofanxiety

    Joined:
    Nov 23, 2011
    #3
    Email tcook@apple.com. Politely explain the situation and cite the case reference numbers, in addition to the Apple Stores you visited.

    Ultimately it’s a Pro machine and downtime is expensive. Though they were trying their best to be helpful, there comes a point where courteous service won’t help with a fault. You seem to have a good demeanour and I hope the above advice will make a difference.

    Best of luck buddy.
     
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  4. jtara, Feb 22, 2019

    jtara macrumors 68000

    Joined:
    Mar 23, 2009
    #4
    Do you have an Apple Store nearby? Have you taken it to a Genius Bar appointment?
     
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  5. Fishrrman, Feb 23, 2019

    Fishrrman macrumors P6

    Fishrrman

    Joined:
    Feb 20, 2009
    #5
    Was mentioned above, but "a problem with Mail" almost certainly has nothing to do with failed MacBook hardware.

    It's a software problem, most likely having something to do with how Mail is setup.

    I think the best pathway "towards the solution" is to STOP putting into the hands of "tech support people", and take control over the matter yourself.

    Does the Macbook boot up now?
    If not, try this (TRY IT RIGHT NOW)

    1. Press power button
    2. IMMEDIATELY hold down "command-option-R" and KEEP HOLDING THAT DOWN until the internet icon appears
    3. You may need to enter your wifi passoword
    4. Do you get to the "utilities" menu?
    (this is called "booting to internet recovery", and we just want to see if you can "get there" before going further)
     
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