Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Yes i'm in the UK, when i phoned them they did ask me to do a diagnostic test where i had to go into settings, they said it had passed before telling me to restore the iPad to factory settings. Who can i send an email to that would make a difference? I do think it's bad customer service on Apple's part, a 2017 iPad Pro that i brought last August isn't even 2 years old. As someone who has spent many thousands of pounds over the years with Apple i thought it would count for something, but it clearly doesn't.

I would first bring out the EU/UK law, given that none of your staff found a defect by their diagnostic and are blaming it on software which you are not responsible but they are, that you should be entitled to a repair, refund, partial refund, credit towards another purchase or a full out replacement.

Truthfully, a companies "warranty" is superceded by law - so the fact that it is out of warranty only changes some processes with regards to burden of proof.

If you have no luck with that, make a detailed email to tcook@apple.com. Your e-mail will get redirected to one of the UK Vice President/Senior Manager who will contact you. I would advise you put your phone number in your e-mail.

I just don't see them justifying a £500 bill for software issues on a product only 15 months old - a product which isn't cheap in the first place. I should note that £500 won't even be to repair your device, but to replace it with a refurb - despite them saying there is nothing wrong with your original device that they can see. Laughable right?
 
  • Like
Reactions: Dave245
I would first bring out the EU/UK law, given that none of your staff found a defect by their diagnostic and are blaming it on software which you are not responsible but they are, that you should be entitled to a repair, refund, partial refund, credit towards another purchase or a full out replacement.

Truthfully, a companies "warranty" is superceded by law - so the fact that it is out of warranty only changes some processes with regards to burden of proof.

If you have no luck with that, make a detailed email to tcook@apple.com. Your e-mail will get redirected to one of the UK Vice President/Senior Manager who will contact you. I would advise you put your phone number in your e-mail.

I just don't see them justifying a £500 bill for software issues on a product only 15 months old - a product which isn't cheap in the first place. I should note that £500 won't even be to repair your device, but to replace it with a refurb - despite them saying there is nothing wrong with your original device that they can see. Laughable right?

Just out of curiosity i turned it on after not using it for just over a week, i opened up Pixelmator and started editing a photo a couple minutes later it turned off, so the issue is there! At first it didn't even turn itself back on I've had to hold the power button and the home button down! There is certainly an issue with it.

Thank you for that, i will try getting in touch with Apple again, i will mention the EU/UK law and see what is said. If nothing satisfactory i will send an email to Cook, i don't expect to get an email back as i know he probably gets thousands of emails a day.
 
Just out of curiosity i turned it on after not using it for just over a week, i opened up Pixelmator and started editing a photo a couple minutes later it turned off, so the issue is there! At first it didn't even turn itself back on I've had to hold the power button and the home button down! There is certainly an issue with it.

Thank you for that, i will try getting in touch with Apple again, i will mention the EU/UK law and see what is said. If nothing satisfactory i will send an email to Cook, i don't expect to get an email back as i know he probably gets thousands of emails a day.

You will get a call same day if you send an email to it - Emails to him get forwarded to the relevant senior manager of the area. Depends on the issue, some have even had call backs from Craig or Phil etc. Tim Cook can theoretically also contact you but for your issue I think it’ll be like the director or VP of your area.
 
  • Like
Reactions: Dave245
You will get a call same day if you send an email to it - Emails to him get forwarded to the relevant senior manager of the area. Depends on the issue, some have even had call backs from Craig or Phil etc. Tim Cook can theoretically also contact you but for your issue I think it’ll be like the director or VP of your area.

Thank you for that, i have just contacted them via the online chat and the person has said that will escalate me to the phone support as i may be eligible for "consumer law coverage in you're region" hopefully this will get me somewhere!
 
Thank you for that, i have just contacted them via the online chat and the person has said that will escalate me to the phone support as i may be eligible for "consumer law coverage in you're region" hopefully this will get me somewhere!

Great, hope it gets sorted!
 
  • Like
Reactions: Dave245
Great, hope it gets sorted!

Just got off the phone with someone who said they will call me back on Saturday to make an appointment at the Birmingham Apple store where it has to be taken because that's where I brought it from, if I take it there they will fix any issues with it for free :)

Why didn't the person I speak with last week do that for me? :confused::eek: The man I spoke with on the phone today seemed very helpful and willing to go out of his way to help, this is the Apple I want not the one from last week!
 
Just got off the phone with someone who said they will call me back on Saturday to make an appointment at the Birmingham Apple store where it has to be taken because that's where I brought it from, if I take it there they will fix any issues with it for free :)

Why didn't the person I speak with last week do that for me? :confused::eek: The man I spoke with on the phone today seemed very helpful and willing to go out of his way to help, this is the Apple I want not the one from last week!

Because while every company know's about the EU/UK Consumer laws, none of them will actively offer to repair it based on that and will always play the "out of manufacturer warranty". It costs them a lot of money to abide by the laws so they will always do what benefits their profits at the end. It is shady practice IMO but then it isn't just Apple who practice it.

All these companies have a process in place where a customer challenges them via Consumer laws outside warranty which you instigated - and as a result they have a choice of either accepting it, or fighting it. If you didn't mention it, they wouldn't be allowed (or it wouldn't follow protocol) to offer you free repair under consumer laws.

Most scenario's they will not fight you on it, especially the issue described by you so I knew you'd get a free repair :).

Enjoy!
 
  • Like
Reactions: Dave245
Because while every company know's about the EU/UK Consumer laws, none of them will actively offer to repair it based on that and will always play the "out of manufacturer warranty". It costs them a lot of money to abide by the laws so they will always do what benefits their profits at the end. It is shady practice IMO but then it isn't just Apple who practice it.

All these companies have a process in place where a customer challenges them via Consumer laws outside warranty which you instigated - and as a result they have a choice of either accepting it, or fighting it. If you didn't mention it, they wouldn't be allowed (or it wouldn't follow protocol) to offer you free repair under consumer laws.

Most scenario's they will not fight you on it, especially the issue described by you so I knew you'd get a free repair :).

Enjoy!

Thank you for that, much appreciated I’m now likely to get it fixed and for free :) you have made my day :)
 
  • Like
Reactions: KPOM and Ma2k5
Just got off the phone with someone who said they will call me back on Saturday to make an appointment at the Birmingham Apple store where it has to be taken because that's where I brought it from, if I take it there they will fix any issues with it for free :)

Why didn't the person I speak with last week do that for me? :confused::eek: The man I spoke with on the phone today seemed very helpful and willing to go out of his way to help, this is the Apple I want not the one from last week!

Customer service is a crapshoot. That said, generally I found that Apple is better than average on the whole. My mom’s Apple Watch series 0 fell apart (the back case separated from the front). It was out of warranty. Not only did they not charge for repair, they just gave her a Series 1.
[doublepost=1544074017][/doublepost]
Thank you for that, much appreciated I’m now likely to get it fixed and for free :) you have made my day :)
Since you have the Surface, what will you do with the iPad? Just curious.
 
  • Like
Reactions: Dave245
Customer service is a crapshoot. That said, generally I found that Apple is better than average on the whole. My mom’s Apple Watch series 0 fell apart (the back case separated from the front). It was out of warranty. Not only did they not charge for repair, they just gave her a Series 1.
[doublepost=1544074017][/doublepost]
Since you have the Surface, what will you do with the iPad? Just curious.

The experience i had yesterday was far better than last week, just by telling the person i spoke with in a nice calm way that as a loyal customer i don't think it's right that Apple expect me to pay for a repair on an iPad Pro thats not even 2 years old! The man who called me back was really nice about it and said that i wouldn't have to pay due to consumer law.

My intention is to get my iPad Pro fixed and then to either pass it down to my mother who is still using a iPad Air 2 or to keep it as a back up (the 12.9" iPad Pro may be a bit big for my mother). I have no intention of sending the Surface Pro back at this stage, it has so far been a great machine that has replaced my now dead 2011 Macbook Pro.
 
Update: I was using the iPad as a test and it had fit (see pictures attached) before turning off completely, it no longer turns back on. Does anyone know what is likely to happen if Apple can't fix it? being as it's only 18 months old and using Consumer Law in the EU/UK are they likely to try and make me buy a new one or will they replace with another 2017 model? this really shouldn't happen with an iPad Pro thats less than 2 years old :( i'm just thankful i have the Surface Pro 6 to fall back on now!

IMG_1190.jpeg
 

Attachments

  • IMG_1192.jpeg
    IMG_1192.jpeg
    495.7 KB · Views: 172
  • IMG_1191.jpeg
    IMG_1191.jpeg
    522 KB · Views: 131
Because while every company know's about the EU/UK Consumer laws, none of them will actively offer to repair it based on that and will always play the "out of manufacturer warranty". It costs them a lot of money to abide by the laws so they will always do what benefits their profits at the end. It is shady practice IMO but then it isn't just Apple who practice it.

All these companies have a process in place where a customer challenges them via Consumer laws outside warranty which you instigated - and as a result they have a choice of either accepting it, or fighting it. If you didn't mention it, they wouldn't be allowed (or it wouldn't follow protocol) to offer you free repair under consumer laws.

Most scenario's they will not fight you on it, especially the issue described by you so I knew you'd get a free repair :).

Enjoy!

It died yesterday altogether, i do have photos (as uploaded on this thread) and a video that shows the issue hopefully this can help in my case with Apple. I have also just noticed this article, it's old from 2012 so i'm not sure if it still stands but it states

"The problem came because Apple forgot to explicitly tell customers that it is obligated to offer a two year warranty throughout Europe (if not longer, in some member states) free of charge, under EU consumer protection laws."

https://www.wired.co.uk/article/apple-eu-warranty

If that is true then i'm guessing my iPad Pro 2017 should still be under the warranty as it's only 16 months old and not 2 years!
 
It died yesterday altogether, i do have photos (as uploaded on this thread) and a video that shows the issue hopefully this can help in my case with Apple. I have also just noticed this article, it's old from 2012 so i'm not sure if it still stands but it states

"The problem came because Apple forgot to explicitly tell customers that it is obligated to offer a two year warranty throughout Europe (if not longer, in some member states) free of charge, under EU consumer protection laws."

https://www.wired.co.uk/article/apple-eu-warranty

If that is true then i'm guessing my iPad Pro 2017 should still be under the warranty as it's only 16 months old and not 2 years!

Yep, technically it is up to 6 years - though after 2 years it might be harder to get them to admit/accept it (although very possible).
 
Yep, technically it is up to 6 years - though after 2 years it might be harder to get them to admit/accept it (although very possible).

Ok cool, i have to wait until Apple phone me back tomorrow as they want me to return to the store i originally brought it from, i just need to know that if they can't repair it, will they offer a like for like replacement? something i will ask them on the phone tomorrow, i really don't want to take an hour out of my day (nearest Apple store is an hour away) only to be told that the iPad Pro is dead and not fixable and that i will have to buy another one!

At least when i spoke to them the other day it was working, now nothing, it won't even turn on if i plug in the charger :eek: after 16 months i don't think that's a reasonable time, especially after paying £1039 for the iPad Pro 2017 with 512GB of storage.
 
Ok cool, i have to wait until Apple phone me back tomorrow as they want me to return to the store i originally brought it from, i just need to know that if they can't repair it, will they offer a like for like replacement? something i will ask them on the phone tomorrow, i really don't want to take an hour out of my day (nearest Apple store is an hour away) only to be told that the iPad Pro is dead and not fixable and that i will have to buy another one!

At least when i spoke to them the other day it was working, now nothing, it won't even turn on if i plug in the charger :eek: after 16 months i don't think that's a reasonable time, especially after paying £1039 for the iPad Pro 2017 with 512GB of storage.

Under warranty, they would give you a refurbished one to replace your current one if they can't repair it.
 
  • Like
Reactions: Dave245
Under warranty, they would give you a refurbished one to replace your current one if they can't repair it.

Well more frustration today, i was suppose to receive a phone call from Apple at 12pm today, they called but before i could talk to someone the call got disconnected, i contacted Apple support again for them to reschedule another call at 1:15pm, they never called back, i fired off an email to Tim Cook and Phil Schiller, before once again contacting Apple support who once again schedule a call back, this time they call me back and i speak to someone who tells me that i don't need to make an appointment to take my iPad Pro to an Apple store and can mail it to them (something i was told differently on Wednesday and that they needed to call me back today to make an appointment).

During the phone call i notice that i have a voice mail, also an email pops up from someone called Shane Barton, Executive Liaison at Apple. once i finish up the phone call with Apple support i listen to the voice mail i have been left it's from Shane Barton who says "i'm calling on behalf of Phil Schiller who received an email from you earlier today"

does this mean that Phil Schiller read my email or that all emails are sent to liaison officers instead of Phill or Tim Cook? i have emailed Shane back, i was on the phone with Apple at the time he called me unfortunately i couldn't talk with him. Have you any experience with this type of thing? and what is likely to happen at this point? i have finally been able to initiate a repair (with Apple sending out a box so i can mail off the iPad Pro in the coming days) but the whole process has been ridiculous to just get this far.
 

Attachments

  • Screenshot 2018-12-08 at 20.02.29.png
    Screenshot 2018-12-08 at 20.02.29.png
    52.4 KB · Views: 200
Went into an Apple Store yesterday (to look at iPhone Cases) and whilst there had a look at the MacBook pro's and the new Air's. After looking at them I saw a lovely gold MacBook and thought "Wow!" The 12" MacBook's are defiantly the nicest looking laptop's ever! I am so glad (with the help of you guy's) that I opted to go for the 12" MacBook. Since I bought it I've used it every day and find I hardly use my 10.5" iPad Pro. What a stunning piece of engineering the 12" MacBook is.

Totally agree Dave. I was in the Apple Store Covent Garden this week - the store looked great BTW and the staff that I talked to were full of energy :)
I saw the new gold and loved it - it's a copper warm colour - like taking the older gold and the rose gold and mixing them together. The minute that I saw the 12" MacBook my heart felt happy. I just looks so much nicer than the Air or even the MacBook Pro. There's something about the design. It's perfect. IF ONLY Apple had released the MacBook Pro with Touch Bar as a 12" rather than a 13" then i'd of found my absolute perfect Mac of all time.
Gotta say and I said this wayyyyyyy back in 2015, the 12' MacBook is Apple's best designed Mac of all time. But please Apple, don't make it any thinner! I'm really not into thin designs from Apple - they just seem so fragile! I'm so careful when I open the lid of my MacBook :)
[doublepost=1544306584][/doublepost]
It's been a LOOOONG ride! i was going to buy the Macbook Air however i started having issues with my 12.9" iPad Pro 2017, it would randomly restart itself, the first time i was like ok it was probably just a glitch or something. The next day in the evening time turned on the iPad, used it for a few hours and it did exactly the same again, turned itself off and back on to the Apple log with white background, came back on to the lock screen, i started using it again, then within about a minute it repeated the issue, this happened 5 times in one night!

The next day after i had finished up some work, i contact Apple who then ran me through the process of restoring my iPad Pro back to factory settings, i was told the issue could be a software one and that a restore would fix it. Later that evening the same thing happened again, around 3 or more times, so the next day i contact Apple again, different person this time who took a look at the case number i quoted, they told me to once again restore from factory settings and this time set up the iPad Pro as new which i did. Yet again a few hours later the issue reoccured, again i contacted Apple, they took a look at the case number i again quoted.

The person i was in contact with informed me it was a hardware issue and that i needed to bring my iPad Pro to an Apple store, i told them my nearest one was a fair few miles away, they insisted i bring it in for a technician to look at it, since it was out of warranty there would be a charge, that charge was going to be £566.44!! I was not happy! they want to charge me that much for an iPad Pro that is only 15 months old, i tried to make this point and the response i got was that because it was out of warranty i was not entitled to a free repair, i could either bring it in OR buy a new iPad Pro :mad:

I understand that issue can occur, Apple sell LOTS of devices but to charge a customer that amount of money for something that is only 15 months old is an insult in my eyes.

So over the Black Friday weekend i saw that the Surface Pro 6 was on sale, i could try it out for 35 days if i don't like it i can return it for a full refund no questions asked, it also came with a 2 year warranty! the deal was £899.95 for the Surface Pro 6 with the Alcantara type cover! having been told how good they are and with nothing to loose (since i can return it within 35 days) i brought one.

So far it's been a great device, as a writer i need a good keyboard and the type cover for the Surface Pro is great, full key travel and works without issue, the trackpad is also great, it's smaller than the one on the Macbook's but it works really well. I will be keeping the Surface Pro 6 if i have no issues with it between now and when the 35 days are up.

Pro's:

Screen is great with fast and responsive touch screen
Windows Hello is really fast and works every time so far
It works really well as a computer
typing documents in Word, split screening and multitasking are great
It has FULL computer specs - quad core i5, 8GB Ram, 256GB SSD are my specs but they do go higher (i7, 16GB, up to 1TB SSD)
It can play Windows games
VERY portable
Battery life is so far great, i get a full day on mine
Kickstand is way better than the Smart Keyboard on the iPad Pro, the Surface kickstand can be positioned at any angle which is great for using on my lap.
The Surface Pen is great, no lag, i can make notes on web pages and save them (handy for when doing research) also i don't have to worry about charging it
Windows is a LOT faster than i remember it pre-2011

Cons:

Windows 10 isn't as refined as MacOS
Windows can get in the way but after tweaking the settings it's great
Not a great tablet - it's good for watching Netflix and drawing BUT it doesn't have the Apps that the iPad has.


In closing i would say if you just want a tablet get the iPad, BUT if you want a great computer that you can use in tablet mode to watch Netflix, iTunes and other content, get the Surface Pro! it's a great device that can be more than an iPad can in its current state.
OH DAVE! I'm horrified!
A Windows computer? Seriously what the heck. You've gone from a red Ferrari to a beige Ford Focus.
Wow. I don't know what to say. Oh dear. Oh my God. Where you drunk or hung over? Depressed? Where you doing a Brexit and thinking of the good old days that never really existed?
Windows?
Shocked.
Horrific.
Windows - Mainstream. Bland. Boring. Uncreative. Uniform. Dull. Viruses. Hacking. Unprofessional. Corporate. End of the world boredom.
Damn.
No words...
[doublepost=1544307131][/doublepost]
Well more frustration today, i was suppose to receive a phone call from Apple at 12pm today, they called but before i could talk to someone the call got disconnected, i contacted Apple support again for them to reschedule another call at 1:15pm, they never called back, i fired off an email to Tim Cook and Phil Schiller, before once again contacting Apple support who once again schedule a call back, this time they call me back and i speak to someone who tells me that i don't need to make an appointment to take my iPad Pro to an Apple store and can mail it to them (something i was told differently on Wednesday and that they needed to call me back today to make an appointment).

During the phone call i notice that i have a voice mail, also an email pops up from someone called Shane Barton, Executive Liaison at Apple. once i finish up the phone call with Apple support i listen to the voice mail i have been left it's from Shane Barton who says "i'm calling on behalf of Phil Schiller who received an email from you earlier today"

does this mean that Phil Schiller read my email or that all emails are sent to liaison officers instead of Phill or Tim Cook? i have emailed Shane back, i was on the phone with Apple at the time he called me unfortunately i couldn't talk with him. Have you any experience with this type of thing? and what is likely to happen at this point? i have finally been able to initiate a repair (with Apple sending out a box so i can mail off the iPad Pro in the coming days) but the whole process has been ridiculous to just get this far.

Hi Dave,
I believe that Phil did indeed read your Email and passed it onto the relevant guy. That was decent of Phil reading it. When I had an iTunes problem, I emailed both Phil and Tim Cook and both ignored my Email. I then messaged Angela on her LinkedIn page and a week later I got an Email from customer services who were acting on her behalf. I really like Angela and her empathy etc which was the reason that I messaged her and was happy that she actually took the time to read my message. Phil and Tim couldn't be bothered which I found upsetting considering Tim is always self promoting himself as a true star (I really really like the guy) and I found his lack of interest to be rather false. I guess just like any materialistic product, they want your money at the end of the day.

I hope that you get your problem sorted but this is EXACTLY why I try to have as FEW materialistic possessions in my life and I'd never want an iPad. I have one iPhone and one MacBook and that's enough tech for me - they take enough of my time up and my heart and soul feels happiest when I'm not strung to those and i'm outside in the great outdoors either surfing, riding my bike with friends or travelling :) :) :)
 
Well more frustration today, i was suppose to receive a phone call from Apple at 12pm today, they called but before i could talk to someone the call got disconnected, i contacted Apple support again for them to reschedule another call at 1:15pm, they never called back, i fired off an email to Tim Cook and Phil Schiller, before once again contacting Apple support who once again schedule a call back, this time they call me back and i speak to someone who tells me that i don't need to make an appointment to take my iPad Pro to an Apple store and can mail it to them (something i was told differently on Wednesday and that they needed to call me back today to make an appointment).

During the phone call i notice that i have a voice mail, also an email pops up from someone called Shane Barton, Executive Liaison at Apple. once i finish up the phone call with Apple support i listen to the voice mail i have been left it's from Shane Barton who says "i'm calling on behalf of Phil Schiller who received an email from you earlier today"

does this mean that Phil Schiller read my email or that all emails are sent to liaison officers instead of Phill or Tim Cook? i have emailed Shane back, i was on the phone with Apple at the time he called me unfortunately i couldn't talk with him. Have you any experience with this type of thing? and what is likely to happen at this point? i have finally been able to initiate a repair (with Apple sending out a box so i can mail off the iPad Pro in the coming days) but the whole process has been ridiculous to just get this far.

That does sound like an Apple fail. On the bright side, you’ll probably get your free repair/replacement.

I can’t say definitely as to how they handle the emails. I think they all have access to the mailbox and distribute as required, or have an assistant to do so.
 
  • Like
Reactions: Dave245
OH DAVE! I'm horrified!
A Windows computer? Seriously what the heck. You've gone from a red Ferrari to a beige Ford Focus.
Wow. I don't know what to say. Oh dear. Oh my God. Where you drunk or hung over? Depressed? Where you doing a Brexit and thinking of the good old days that never really existed?
Windows?
Shocked.
Horrific.
Windows - Mainstream. Bland. Boring. Uncreative. Uniform. Dull. Viruses. Hacking. Unprofessional. Corporate. End of the world boredom.
Damn.
No words...
[doublepost=1544307131][/doublepost]

Hi Dave,
I believe that Phil did indeed read your Email and passed it onto the relevant guy. That was decent of Phil reading it. When I had an iTunes problem, I emailed both Phil and Tim Cook and both ignored my Email. I then messaged Angela on her LinkedIn page and a week later I got an Email from customer services who were acting on her behalf. I really like Angela and her empathy etc which was the reason that I messaged her and was happy that she actually took the time to read my message. Phil and Tim couldn't be bothered which I found upsetting considering Tim is always self promoting himself as a true star (I really really like the guy) and I found his lack of interest to be rather false. I guess just like any materialistic product, they want your money at the end of the day.

I hope that you get your problem sorted but this is EXACTLY why I try to have as FEW materialistic possessions in my life and I'd never want an iPad. I have one iPhone and one MacBook and that's enough tech for me - they take enough of my time up and my heart and soul feels happiest when I'm not strung to those and i'm outside in the great outdoors either surfing, riding my bike with friends or travelling :) :) :)

I got to that point after Apple's bad customer service but also the ridiculous price hikes of the new iPad Pro's (£200 increase is insane). Also i have wanted to try a Surface Pro for a while now, with John Lewis having an offer on which includes a 35 day trail where i can return it within those 35 days and a 2 year warranty for no extra cost. I haven't completely left the Mac behind as i still have my 2012 iMac :)
I understand what you may think of Windows in the past but i have to be honest, it really isn't bad so far, the Surface Pro 6 is snappy and a good little laptop replacement. It's not as refined as MacOS and i do still love using my iMac BUT the Surface Pro is much better computer than the iPad Pro while the iPad Pro is a better tablet, if that makes sense?

It's great if he did read my email, in that moment and after hours wasted i'm feeling very frustrated with Apple's customer service and Apple in general. There is a bright side tho and after initially being told that i would have to pay £566.44 out of warranty for any repair, Apple did tell me (after i questioned it) that i'm entitled to a repair under Consumer Law, they will be sending out a box where i can send my iPad Pro to them (after initially telling me i had to go to the Apple store).
If indeed the liaison executive calls me back i will mention all of this and see what he has to say, as a long term Apple customer it's very disappointing.
[doublepost=1544341878][/doublepost]
That does sound like an Apple fail. On the bright side, you’ll probably get your free repair/replacement.

I can’t say definitely as to how they handle the emails. I think they all have access to the mailbox and distribute as required, or have an assistant to do so.

I thought that might be the case, if the executive liaison officer calls me back at some point, i will tell him all of this and even tho it's now on the way to being solved it's took this much time and the amount i've had to contact Apple Support. It's very disappointing that the one and only time i've needed Apple Support that this is the experience i have had.
 
  • Like
Reactions: Ma2k5
I’m currently in Florida, getting ready for a cruise. I just LOVE how portable this 12” MacBook is. I have a relatively small anti-theft pack with me that’s advertised to fit the 11.6” MacBook Air of yesteryear and even with my leather sleeve on the 12” MacBook, it fits perfectly in the pack.

On the plane on the fold down seat tray it also fit perfectly even with the seat in front tilted back.

I had to go to the Apple Store yesterday to pick up a headphone dongle for the iPhone, and I compared the MacBook Air. The 2018 Air (just like the 13” MacBook Pro) felt enormous in comparison and much heavier, and very awkward in this context of traveling. It would necessitate a much larger pack, something I wouldn’t have wanted to carry with me all the time. It’s just so much nicer to have a compact and light laptop while traveling.
 
I got to that point after Apple's bad customer service but also the ridiculous price hikes of the new iPad Pro's (£200 increase is insane). Also i have wanted to try a Surface Pro for a while now, with John Lewis having an offer on which includes a 35 day trail where i can return it within those 35 days and a 2 year warranty for no extra cost. I haven't completely left the Mac behind as i still have my 2012 iMac :)
I understand what you may think of Windows in the past but i have to be honest, it really isn't bad so far, the Surface Pro 6 is snappy and a good little laptop replacement. It's not as refined as MacOS and i do still love using my iMac BUT the Surface Pro is much better computer than the iPad Pro while the iPad Pro is a better tablet, if that makes sense?

It's great if he did read my email, in that moment and after hours wasted i'm feeling very frustrated with Apple's customer service and Apple in general. There is a bright side tho and after initially being told that i would have to pay £566.44 out of warranty for any repair, Apple did tell me (after i questioned it) that i'm entitled to a repair under Consumer Law, they will be sending out a box where i can send my iPad Pro to them (after initially telling me i had to go to the Apple store).
If indeed the liaison executive calls me back i will mention all of this and see what he has to say, as a long term Apple customer it's very disappointing.
[doublepost=1544341878][/doublepost]

I thought that might be the case, if the executive liaison officer calls me back at some point, i will tell him all of this and even tho it's now on the way to being solved it's took this much time and the amount i've had to contact Apple Support. It's very disappointing that the one and only time i've needed Apple Support that this is the experience i have had.

Hey Dave,
I'm sorry that you received crappy customer service from Apple. It's this that truly KILLS our enthusiasm and passion and loyalty for the brand - it's like a smack in the face isn't it! I felt exactly the same way when one of my iTunes films was deleted out of my library and at first, Apple were not in the least bit interested. It was only after when I thought, my God, you don't treat people like that - i've never done that in my life and I phoned Apple up to complain. Things very quickly got sorted to a 'certain degree' after that.
I always recommend Apple to friend's etc and when I have a bad experience, it kind of sucks.
I hope that you get everything sorted.
In a way, I can appreciate the price hike of the iPad Pro due to face I.D. and complete new design etc.

Best of luck and do keep us all informed with your journey!
 
  • Like
Reactions: Dave245
That does sound like an Apple fail. On the bright side, you’ll probably get your free repair/replacement.

I can’t say definitely as to how they handle the emails. I think they all have access to the mailbox and distribute as required, or have an assistant to do so.

In what seems like a very quick turn around, my iPad Pro was received by the repair center today (after I shipped it out yesterday with the pre-paid UPS box that Apple sent), in a matter of about 5 hours it went from diagnostics to now saying “replacement product pending”

Yesterday I had a phone call back from Mr Shane Barton of Executive relations, he assured me that he was “acting on behalf on Phil Schiler” and taking over the case, he apologised for the bad customer service.
 
In what seems like a very quick turn around, my iPad Pro was received by the repair center today (after I shipped it out yesterday with the pre-paid UPS box that Apple sent), in a matter of about 5 hours it went from diagnostics to now saying “replacement product pending”

Yesterday I had a phone call back from Mr Shane Barton of Executive relations, he assured me that he was “acting on behalf on Phil Schiler” and taking over the case, he apologised for the bad customer service.

WOW!!! Now that's really decent! Dave that's a fabulous customer service in all fairness isn't it. If you read other forums, there's a Bang&Olufsen one and people on there experience problems with equipment costing thousands and guess what, the company isn't even interested. They charged £2000 for a crappy tablet thing with a cheap screen, an old Android OS and three years of software bugs before it got discontinued. All it did was stream music for heck sake. Imagine if 4K video had been brought into the equation. Makes you realise how capable an iPad is and how we take for granted that it does everything really really well - in many ways, brilliantly!
Got to hand it to Apple for this. Do you think if it had ben a Samsung that Samsung would have been so quick? I really don't think so. Or Sony? No way! Microsoft? I don't think so.
[doublepost=1544655631][/doublepost]
WOW!!! Now that's really decent! Dave that's a fabulous customer service in all fairness isn't it. If you read other forums, there's a Bang&Olufsen one and people on there experience problems with equipment costing thousands and guess what, the company isn't even interested. They charged £2000 for a crappy tablet thing with a cheap screen, an old Android OS and three years of software bugs before it got discontinued. All it did was stream music for heck sake. Imagine if 4K video had been brought into the equation. Makes you realise how capable an iPad is and how we take for granted that it does everything really really well - in many ways, brilliantly!
Got to hand it to Apple for this. Do you think if it had been a Samsung that Samsung would have been so quick? I really don't think so. Or Sony? No way! Microsoft? I don't think so.

PS Wouldn't it be amazing if they sent you the new iPad Pro? or at least let you pay the price difference for the new design :)
 
WOW!!! Now that's really decent! Dave that's a fabulous customer service in all fairness isn't it. If you read other forums, there's a Bang&Olufsen one and people on there experience problems with equipment costing thousands and guess what, the company isn't even interested. They charged £2000 for a crappy tablet thing with a cheap screen, an old Android OS and three years of software bugs before it got discontinued. All it did was stream music for heck sake. Imagine if 4K video had been brought into the equation. Makes you realise how capable an iPad is and how we take for granted that it does everything really really well - in many ways, brilliantly!
Got to hand it to Apple for this. Do you think if it had ben a Samsung that Samsung would have been so quick? I really don't think so. Or Sony? No way! Microsoft? I don't think so.
[doublepost=1544655631][/doublepost]

PS Wouldn't it be amazing if they sent you the new iPad Pro? or at least let you pay the price difference for the new design :)

To be fair they have totally pulled it back from the brink, what's more they also shipped my replacement yesterday evening (see the screenshot i took) it moved from being received, diagnosed to a replacement and then a replacement being shipped all in the same day :) i'm very happy with that to be fair to Apple and the guy i spoke with on the phone, who was very apologetic.

That would be fantastic but i highly doubt they will do that, especially considering the new iPad Pro's are more expensive than my 2017 12.9" 512GB version. I'm happy with this result to have a replacement sent to me for FREE is more than some companies would of done, even if it did take me sending an email to Phil Schiller, i have to hand it to Apple executives at least they read their customer emails :)

EDIT: What's interesting is that when i looked up the serial number, it says that the iPad Pro replacement is a 2018 model, Week is 47 (19.11 - 25.11) Age says infant. It's not the new iPad but it sounds more new than the 2017 iPad Pro i brought in August of last year. It will interesting to see when it arrives later today :)
 

Attachments

  • IMG_1220.jpeg
    IMG_1220.jpeg
    171.1 KB · Views: 172
  • IMG_1223.jpeg
    IMG_1223.jpeg
    217 KB · Views: 162
Last edited:
Well here is my story:

Bought the fastest i7 imac back in 2017. 27" 1TB ssd, popped in 40 gigs of ram and to this day it is so fast for me I just saw wow, what a computer! I love this thing!

(hi EugW, we talked in the iMac thread way back when I appreciated all your advice.)

So jump to now.

After selling my macbook pro 2014 though i knew i needed some mobility about 1% of the time. (But that 1% is important for my line of work)

So I started looking at MacBook Air. New! Kinda big for me. Fan? Boo. Screen, well i will wait till I see one in person. But the fact that it is not THAT much smaller then a MacBook pro 13" and the weight is close to the MacBook pro 13" I thought. what do I need from this?

The answer, to be able to Xcode and terminal into things in emergencies when I am away from my desktop.

I started to look at the Macbook 12" I saw one in person and thought it was impossibly thin and light. But how fast is it? thanks to EugW and others it seems the answer is -fast enough for my needs-.

again, this is like a satellite computer. just so I can have something mobile when I take a trip away from home base.

I can't believe I am thinking about buy a 2017 mac in 2019 (I will buy in Jan) but OMG that weight and size is perfect for me.

So I wait. Will order after I get thru the holidays. (99% sure anyway) :)

the only downer is that there is only 1 USBC which means I will need to keep it charged up since my Luna Display adapter will be in there a lot of the time hooked up to my ipad pro 12.9 :)

(Luna does not work with a pass thru they say)

Oh well. 8-10hrs of battery life in it, (so 6-8 hours real world) will have to be enough or I just unplug the luna.


thanks all for this thread.

Forgot to mention:

Macbook
i7
16 gigs ram
512 SSD

I will be using it as testing machine to so I can slice up that 512 into different macos parts.
 
Last edited:
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.