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Would you return this Dented MacBook Air?

OP, I know it's a BTO, and that they're a PITA to wait for. But you've got to tell Apple and get that crap sent back. It's absolutely unacceptable and although you might feel you're 'making a fuss', deep down you know you have to do it.

Call them, you have to tell them.

Please update us, I'm really curious to see what happens.
 
Fifteen20s said:
If I opened a new product and it was dented, I would return it.

However, think of this ..... If you are the kind of person that places high value in a Samsung screen or SSD, you may check those components and see what you have.


If you have the screen / SSD you want, can you live with a dent???
Click to expand...

This. The MBA I ordered had a couple scratches on the top cover near the hinge straight out the box, but after checking the components and seeing the LCD/SSD were samsung, I decided it was not worth returning the BTO, waiting for a new one to come, and then getting non-samsung parts.
 
keysofanxiety said:
OP, I know it's a BTO, and that they're a PITA to wait for. But you've got to tell Apple and get that crap sent back. It's absolutely unacceptable and although you might feel you're 'making a fuss', deep down you know you have to do it.

Call them, you have to tell them.

Please update us, I'm really curious to see what happens.
Click to expand...

Something else to consider is that when they send you a replacement, you'll get to keep using the current one until it arrives. So it's not like you'll be without a laptop for any time.
 
I'm 100% for the OP sending in a replacement. You're forking over 1000+ dollars to a company that values perfection like no other - you can't accept this quality of products.
 
Return it. It costs you nothing, it bugs you, and it will potentially affect selling it later.
 
Hi Guys,

I just wanted to update everyone regarding the situation. Apple did a great job taking care of me so I want to make sure I give credit where it is due.

I spoke with Apple support over the phone the morning after I discovered the dent. The rep assured me that he would look after me and informed me that they were going to send out a replacement unit right away. I was told I would receive a tracking number and a call from another Apple rep in approximately 24 hours.

The next day I received a call from the same rep, this time however the story had changed. He informed me that the box/shipping label to send my unit back had not yet received authorization and he would need me to send him a picture of the dent. I obliged and sent a picture of the dent right away and received a call back from the rep within about 30 minutes. He told me the best they could do was to repair the unit by replacing the unibody enclosure.

I stood firm regarding my request for a new unit and was then transferred from rep to speak to somebody in customer relations. This rep was once again very friendly and assured me I would be taken care of. She went back and forth on the phone with me a few times as well as with the store that supplied me with the dented Air. I received a call from the rep informing me that she had spoke with the store and the manager had arranged something that would make me very happy, I just need to call him.

I called the manager who was very friendly and informed me that they were going to replace my i5/8GB/128 for an ULTIMATE i7/8GB/512 for free. They said they had chosen to do this because this was my second replacement unit (the first one had hardware issues) and because they did not stock my configuration.

Anyways I'm super happy with the support I received from Apple. There is a reason they have such a great brand, and their customer support is definitely part of it!
 
Its a good story but at the end, you had to haggle to get a replacement when they had initially offered a change of the enclosure. Apple should have instantly replaced your Macbook Air...great job on getting the i7/8gb/512 that was the best part of the story.

keystothecity said:
Hi Guys,

I just wanted to update everyone regarding the situation. Apple did a great job taking care of me so I want to make sure I give credit where it is due.

I spoke with Apple support over the phone the morning after I discovered the dent. The rep assured me that he would look after me and informed me that they were going to send out a replacement unit right away. I was told I would receive a tracking number and a call from another Apple rep in approximately 24 hours.

The next day I received a call from the same rep, this time however the story had changed. He informed me that the box/shipping label to send my unit back had not yet received authorization and he would need me to send him a picture of the dent. I obliged and sent a picture of the dent right away and received a call back from the rep within about 30 minutes. He told me the best they could do was to repair the unit by replacing the unibody enclosure.

I stood firm regarding my request for a new unit and was then transferred from rep to speak to somebody in customer relations. This rep was once again very friendly and assured me I would be taken care of. She went back and forth on the phone with me a few times as well as with the store that supplied me with the dented Air. I received a call from the rep informing me that she had spoke with the store and the manager had arranged something that would make me very happy, I just need to call him.

I called the manager who was very friendly and informed me that they were going to replace my i5/8GB/128 for an ULTIMATE i7/8GB/512 for free. They said they had chosen to do this because this was my second replacement unit (the first one had hardware issues) and because they did not stock my configuration.

Anyways I'm super happy with the support I received from Apple. There is a reason they have such a great brand, and their customer support is definitely part of it!
Click to expand...
 
I don't know how someone would have accepted such an obvious defect on a new product.

My MBA also has a couple of faint scratches on the lid and a tiny nick near the keyboard but nothing major like this dented closure. Apple is really on a decline in terms of QC!

I'm glad that it turned out be a happy ending for you.
 
I agree with munakib. I've been through a couple of replacements and now have one sat in Shanghai waiting in departures with it's boarding pass :cool:

The story has a nice ending but to first (well secondly) be offered a 'repair' then the store upgrading you, apparently out of goodwill (although it does sound ever so slightly more related to them not having your model variation in stock), isn't the best.

Glad you've got the result you have though.
 
Tiny nick or scratch on aluminum I would keep, but such a dent I would definitely return.

Nice upgrade by the way!
 
hmm...as i sit here waiting for my MBA to fly across the pacific from China i'm hoping i get a couple of duds so i can get a sweet upgrade lol.

glad everything worked out for OP tho!
 
CycloneRcr said:
I don't know how someone would have accepted such an obvious defect on a new product.

My MBA also has a couple of faint scratches on the lid and a tiny nick near the keyboard but nothing major like this dented closure. Apple is really on a decline in terms of QC!

I'm glad that it turned out be a happy ending for you.
Click to expand...

I agree. One report, out of all the 2013 MBAs sold, on one Internet site represents a QC decline across all of Apple.

I've also heard that everyone who lives in New Jersey looks and acts like the people on Jersey Shore.
 
TC25 said:
I agree. One report, out of all the 2013 MBAs sold, on one Internet site represents a QC decline across all of Apple.

I've also heard that everyone who lives in New Jersey looks and acts like the people on Jersey Shore.
Click to expand...

What's your problem?

Out of my three recent purchases of major Apple products, only one was free of visible blemishes out of the box. This is only my personal experience. Besides, I wrote what I see and hear from people around me. Yet, who am I to explain a couple of "facts" to an eminent person like you who knows better than anyone else.

Sorry for bothering.
 
probably lots of confirmation bias here too. once you start looking for small issues, you'll more than likely find them
 
I'm glad you got a replacement machine. I've been in the Apple store too many times where they've denied warranty service on laptops due to dings/bends/etc. For this reason alone I would never accept something under Apple warranty with dents, etc.
 
TC25 said:
I agree. One report, out of all the 2013 MBAs sold, on one Internet site represents a QC decline across all of Apple.

I've also heard that everyone who lives in New Jersey looks and acts like the people on Jersey Shore.
Click to expand...

Your point is well taken but to be fair that second statement is 100% accurate:p
 
I should mention that the new computer I got also came with a Samsung screen ;) I agree though, definitely not smart to accept a dented unit as it may cause complications with Apple support down the line should any internals fail located near the dent.
 
Nice to hear that everything worked out to your satisfaction. Apple's good like that.

Now who could you have called at Samsung or Google to work out an issue like this?
 
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