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When Will Apple Replace a MacBook Pro Under Apple Care?

J

Jabar18

macrumors regular
Original poster
Feb 8, 2015
105
30
I've had a 15' 2015 MacBook Pro since July of 2015. I've had many issues with it thus far, most have revolved around the display. I've had ghosting graphics, missing webpages, etc. The logic board has been replaced, along with the display. I've been good at taking videos of the issues on my iPhone to use as documentation when I bring it to my local apple store.

Recently, a new issue cropped up. I was opening a file folder on my desktop when it suddenly turned white, and the window was blank. I couldn't access the folder or anything in it, and it kept ghosting. Also, the bottom casing is creaking and making noise when I put pressure on the bottom of the palm rest.

When will Apple step up and replace what is clearly a faulty 2015 MBP? I'd like to still keep the 2015 MBP, as the 2016/17 models have had issues with the keyboard (dust, etc) and I don't like the Touch Bar.

I've heard that if a machine has 2-3 repairs within a 2-3 years span it is eligible to be replaced? Is that true? I wouldn't be trying to get a brand new 2016/17 machine, just a new machine that is the same as the one I had before (which Apple still sells, btw.)

What are my chances?
 
[Speaking from personal anecdotal experience at both the Apple Store and an authorized reseller]
Apple internally refers to these as CRUS, customer replacement units. I assume you're still under AppleCare? Though I don't know if this is still the case, my understanding was that these replacements would be offered once a machine had undergone 2-3 major repairs while under warranty - i.e. display and logic board. More minor repairs would not be considered for a unit replacement.

You say you've had one of each replaced, so they still may be 'planning' on doing one more before unit replacement. You sound pretty calm all things considered, and I would maintain that composure when speaking to them. It's likely best to go above store level at this point, though you may be able to pick up a replacement at the store. If it comes to it, the 2015 models are still sold, so you should be able to get one.
 
Mr_Brightside_@ said:
[Speaking from personal anecdotal experience at both the Apple Store and an authorized reseller]
Apple internally refers to these as CRUS, customer replacement units. I assume you're still under AppleCare? Though I don't know if this is still the case, my understanding was that these replacements would be offered once a machine had undergone 2-3 major repairs while under warranty - i.e. display and logic board. More minor repairs would not be considered for a unit replacement.

You say you've had one of each replaced, so they still may be 'planning' on doing one more before unit replacement. You sound pretty calm all things considered, and I would maintain that composure when speaking to them. It's likely best to go above store level at this point, though you may be able to pick up a replacement at the store. If it comes to it, the 2015 models are still sold, so you should be able to get one.
Click to expand...

How do you recommend going above the store? Calling Apple Care? (1800 number)?
 
Mr_Brightside_@ said:
Yes
Click to expand...

Called Apple Care tonight, described the problem, and was told to go back to my Apple Retail store and talk to the Genius Bar. She said if they offer to repair it, as the customer, I should ask for a replacement laptop. I feel like I’ve done that the last time I needed something fixed with this MBP.

At this point it’s had:

- Logic Board replaced
- Display replaced
- I’ve wiped the hard drive and done a fresh install.

I’m still having problems with the display.

When will they replace my machine?
 
Mr_Brightside_@ said:
I don't know the answer to that. Be polite but firm.
Click to expand...

Have documented video on iPhone of more display flickering during web browsing, as well as casing creaking. I have an appointment with my local Genius Bar later this afternoon. I indicated in the appointment notes that I am looking for a CRUS at this point. I will keep you posted.

What is the process for getting a replacement model? Is there a lot of red tape/time involved?
 
First off, under both regular warranty and AppleCare, Apple always reserves the right to determine the remedy. People know about the replacement units offered for iPhone and iPad, and hope that they'll get the same treatment for a Mac. However, basic economics dictate that the more expensive a product is, the more likely it will be repaired rather than replaced, as repair cost relative to replacement cost is much lower. That would be true whether the repair is covered by the manufacturer, or by the owner.

Further, we have to distinguish between software failures and hardware failures. Software failures are very cheap to repair. Many are as simple as a restart, or running Disk Utility to fix an error in the directory system. In worse cases, it may require an erase and reinstall. You don't even have to use a screwdriver or spend money on replacement parts. For that reason, software failures that cannot be traced to hardware are not considered major failures that might justify a computer replacement. And if the software failure is due to corrupted data, restoring that same bad data to a new computer simply moves the problem from one computer to the next.

Eventually, any manufacturer may decide it's not worth sending good money after bad - a lemon is a lemon, after all, just as you might make a similar decision if your Mac was not covered by an extended warranty. So ask yourself, if you didn't have coverage from Apple, would the problems you're having now be enough to make you buy a replacement, or would you first try to find a less expensive solution?
 
ApfelKuchen said:
First off, under both regular warranty and AppleCare, Apple always reserves the right to determine the remedy. People know about the replacement units offered for iPhone and iPad, and hope that they'll get the same treatment for a Mac. However, basic economics dictate that the more expensive a product is, the more likely it will be repaired rather than replaced, as repair cost relative to replacement cost is much lower. That would be true whether the repair is covered by the manufacturer, or by the owner.

Further, we have to distinguish between software failures and hardware failures. Software failures are very cheap to repair. Many are as simple as a restart, or running Disk Utility to fix an error in the directory system. In worse cases, it may require an erase and reinstall. You don't even have to use a screwdriver or spend money on replacement parts. For that reason, software failures that cannot be traced to hardware are not considered major failures that might justify a computer replacement. And if the software failure is due to corrupted data, restoring that same bad data to a new computer simply moves the problem from one computer to the next.

Eventually, any manufacturer may decide it's not worth sending good money after bad - a lemon is a lemon, after all, just as you might make a similar decision if your Mac was not covered by an extended warranty. So ask yourself, if you didn't have coverage from Apple, would the problems you're having now be enough to make you buy a replacement, or would you first try to find a less expensive solution?
Click to expand...

But it is covered. I've had the display replaced twice as well as the logic board once, and Apple has yet to offer a replacement machine. At this point, with the problem persisting, I'm inclined to accept nothing less than a MBP replacement.
 
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