Your Apple "Customer Relations" Experiences? Can they issue replacement macbook pro?

[Fry-man22]

If your brand new Mac had issues you should have returned it when it was brand new and inside the return window. You no loner have a brand new Mac - you have a used Mac under warranty. Apple policy states you have to return it 3 TIME FOR THE SAME ISSUE then they will replace it. In your current position you should allow them to fix it and move on.

In regards your analogy, if you brought a car back to the lot 15 days later and there was a warranty issue and you demanded a new car they would laugh at you. They have to fix it.

Good luck.

 

[randomrazr]

If your brand new Mac had issues you should have returned it when it was brand new and inside the return window. You no loner have a brand new Mac - you have a used Mac under warranty. Apple policy states you have to return it 3 TIME FOR THE SAME ISSUE then they will replace it. In your current position you should allow them to fix it and move on.

In regards your analogy, if you brought a car back to the lot 15 days later and there was a warranty issue and you demanded a new car they would laugh at you. They have to fix it.

Good luck.

did u miss my last post?

 

[DWBurke811]

Just goes to show you; if you bitch and moan enough you'll get something you don't deserve, while simultaneously screwing over others.

/I'm so glad I got to pay for part of your new laptop... /sarcasm

 

[randomrazr]

Just goes to show you; if you bitch and moan enough you'll get something you don't deserve, while simultaneously screwing over others.

/I'm so glad I got to pay for part of your new laptop... /sarcasm

i paid alot for this computer, and just getting what i initially should have gotton.

and i didnt bitch to apple, i spoke to apple, requested to speak someone in customer relations, told the guy what happened, and he offered me that right than and there.

high end anti glare 15inch macbook pro here i come!!!

 

[dccorona]

none the less from a company like Apple and the premium quality computer your paying for, you expect it to be flawless.

you are absolutely right, but flaws are to be expected. Apple will gladly replicate the issue, but you have to bring it in when you notice the flaw. You can get lucky, and I'd say it's absolutely worth a try, but there really is no way for you to prove it wasn't caused by you. Now I'm not in any way saying you did it, I believe your story, but I can see why Apple wouldn't believe you. In a perfect world, they could, but people who try to scam the systems do exist unfortunately

 

[randomrazr]

you are absolutely right, but flaws are to be expected. Apple will gladly replicate the issue, but you have to bring it in when you notice the flaw. You can get lucky, and I'd say it's absolutely worth a try, but there really is no way for you to prove it wasn't caused by you. Now I'm not in any way saying you did it, I believe your story, but I can see why Apple wouldn't believe you. In a perfect world, they could, but people who try to scam the systems do exist unfortunately

true that! if i were to "Scam the system" then i wouldnt be posting this on macrumors LOL

apple thankfully let me get a brand new replacement. very excited when it gets here! they even upgraded the screen to an anti glare

 

[SavMBP15]

true that! if i were to "Scam the system" then i wouldnt be posting this on macrumors LOL

apple thankfully let me get a brand new replacement. very excited when it gets here! they even upgraded the screen to an anti glare

Awesome.

Just do us a favor. When you start to complain about your new MBP because there is a scratch on it, or takes .5 ms longer to boot than your brother's cousin's sister's laptop, start a new thread so we can keep the two whines separate please.

 

[randomrazr]

Awesome.

Just do us a favor. When you start to complain about your new MBP because there is a scratch on it, or takes .5 ms longer to boot than your brother's cousin's sister's laptop, start a new thread so we can keep the two whines separate please.

well thats a positive post

 

[dccorona]

Awesome.

Just do us a favor. When you start to complain about your new MBP because there is a scratch on it, or takes .5 ms longer to boot than your brother's cousin's sister's laptop, start a new thread so we can keep the two whines separate please.

he actually DIDN'T complain about the scratch...and it's not complaining about the scratch that actually almost got him screwed. If you remember, he mentioned that a few days later, the scratch turned into a cracked hinge, a much more substantial problem

 

[randomrazr]

he actually DIDN'T complain about the scratch...and it's not complaining about the scratch that actually almost got him screwed. If you remember, he mentioned that a few days later, the scratch turned into a cracked hinge, a much more substantial problem

thanks for backing me up man, appreciate it!

 

[randomrazr]

You should have exchanged the machine when you first inspected it. The other issues will not be resolved until Apple can inspect it, so get it to an Apple Store or authorized center before the one year warranty expires. No, they will not exchange it for a new machine for the cosmetic issues only since it's been four months and they might be viewed that you put them there. Sorry, after 14 days it is simply too late.

http://https://forums.macrumors.com/threads/1180900/

It's a miss or hit with people's experiences. Sometimes customers with the same problems or issues call up AppleCare and they get a CSR that is willing to process an exchange or replacement at their discretion but most of the time they end up with nothing. Under your conditions, Apple will generally not give you a replacement/exchange, only a repair as per limited warranty agreement.

It's really ur fault that you waited past 14 days. Apple has nothing to be blamed for and customer relations does not have to do anything what so ever.

You are talking about 2000 dollars machine and you are worried about this issue.

Why did you not think about that when you first noticed the problem?

Your best shot is going to an Apple store directly. My wife broke our iPad2 64GB 3G by dropping in on pavement and shattering the glass about a week after we bought it. I went to the Apple Store and explained what happened. To make a long story short, they exchanged it for free. I was blown away.

I know you are 3 hours away from an Apple Store, but, going to one and telling them what happened is your best bet.

sure i'll get trolled



the cost of a computer doesn't determine whether or not it will be "flawless" or have defects. it's ignorant to expect that the more you pay for something the "better" or "more flawless" it will be. paying more isn't going to make a computer less likely to have defects or reduce the chances of you getting a lemon.

no, you expect it to be flawless. fact is, even with a company like Apple with premium build quality, defects happen (assuming your hinge was in fact a defect). it's your (seeing a trend?) fault that you didn't return it within the 14 days. now you have to deal with the consequences of that, and should not be expecting an exchange when you exceeded the exchange policy.

To be honest, I feel as if this thread only tells part of the whole story.

But nonetheless;

I highly doubt that Apple, whatever you do, will give you a brand new replacement computer. If, as you say, there are hinge problems and specks of dust under the screen and they deem this to be manufacturing defects, they will most likely just replace the top case and screen. It would make no sense to them to give you a brand new laptop for these problems that are occurring for the first time on your laptop.

If, as an example, your logic board kept on failing after three replacements then most likely you'd get a new laptop.

Anyway, if you just have hinge and dust problems, wouldn't a new top case and screen suffice?

At the end of last year, my late 2008 MBP got a new top case and display and to be honest it felt like a new computer.

If your brand new Mac had issues you should have returned it when it was brand new and inside the return window. You no loner have a brand new Mac - you have a used Mac under warranty. Apple policy states you have to return it 3 TIME FOR THE SAME ISSUE then they will replace it. In your current position you should allow them to fix it and move on.

In regards your analogy, if you brought a car back to the lot 15 days later and there was a warranty issue and you demanded a new car they would laugh at you. They have to fix it.

Good luck.

apples finally replacing my computer with a new one and even an upgraded anti glare screen. so for those of you who didnt have any positives or faith fro my perspective, well here you go, thankyou apple customer relations support!

 

[TheAppleFreakk]

Do you mind explaining how you got your replacement macbook pro case approved by the customer relations?

 

[randomrazr]

Do you mind explaining how you got your replacement macbook pro case approved by the customer relations?

my case is completly different than yours so the story i told them would be different than what ur situation is

 

[MotleyGrrl]

my case is completly different than yours so the story i told them would be different than what ur situation is

Key word there being "story".
Real nice response to his question. Pffft... You asked over and over for help and someone asks about what you said and you can't even explain - even though it's pertinent to your resolution, tsk tsk.

 

[TheAppleFreakk]

I just would like some general information about what exactly happened... and what exactly your "story" was so I could be in a better position in knowing what to expect. I am sure you would have appreciated it if someone who has the same issue that you were having and got it resolved offer some pointers. Please understand. Nice Job with your Macbook Pro anyway

 

[ratboy90]

sorry to resurrect this thread but I wanted to share my experience. I had a faulty trackpad and flash made my screen flicker on my mid 2009 13" MBP and took it to the apple store in covent garden in london. they said i needed a new logic board and a new trackpad and that it would take 3-5 days to get it all done. Since I need my mbp for work i begged for a replacement(would've even taken a MBA) but they said they didn't have that kind of option(odd since some people have gotten their's replaced). The guy talked to the admin and said they could fix it in 24 hours. Reluctantly I gave it to them. In the end they had it back to me in 6 hours. So all in all quite happy it went that fast but I would've preferred a new MBA maybe next time it gets fixed I'll get lucky.

 

[kjp]

Apple gave me a brand new Unibody MacBook Pro in October 2008 and again in August 2011 for two unrelated issues. Both were brand new and significantly better than the versions they replaced.

Apple is the greatest.

 

[Manaqua1]

I had a top of the line 15" MBP from Mid 2010 that was having freezing problems. They ended up replacing the logic board for me after my first two visits. It kept freezing so I brought it in again. I got the computer back with a note saying "Unreplicable Error" or something, and they blamed my aftermarket RAM and SSD for causing the error. I had to argue with them for a while about how I put in different RAM and it still froze and that I put the SSD in my dad's MBP (exactly the same model) and it did not freeze there which meant it's not my "aftermarket" upgrades. After a long discourse about how the computer is a lemon and I can't accept a faulty computer back, I ended up walking out with a top of the line 15" 2011 MBP.

tl;dr - They will replace your computer with an equivalent current model computer if its not available if you prove to them that the computer cannot be repaired and it's not software/"aftermarket" upgrade related.

I have had pretty much the same issue as this and am currently been dealing with this for an extended period of time, and apple has been very difficult in getting me a replacement. The only difference with yours and mine is that I don't have an SSD and I got RAM from Apple instead of after market. Any hints on getting satisfaction from Apple?

 

[vitzr]

anyone eles have customer relation call experience?

I've had very good experiences when calling in over the years.

What's important to remember is you are paying a premium to own an Apple product. That's an ongoing expense as well. It's all part of the experience.

It's what makes Apple who they are.

 

[LeiQQ]

actually this is a different question.

im asking about peoples experiences with customer relations

This is all about customer service and profit. Okay, most companies (I'd say besides Amazon) whether they offer a 'service' or a physical 'product' are going to look at you and try to get you to leave them alone. I'm talking not only from experience but also from loved ones that work in different customer relation industries (technology, hotel, etc.). If you are not going to b*tch and moan about something then you're not going to be treated fairly in most cases. And this doesn't mean you have to get angry and scream, it means you got to be a splinter in their skin. See they got lots of fish to fry and some are bigger than others (let's say, a scratch screen verses an exploded battery), and if it's considered small to them it doesn't matter what it means to you. But if you are persistent then it will usually get solved.

This happened to me with a lemon iMac G5 I got. I don't know if it was that or applecare. It was 'repaired' three or four times before it was finally shipped back for a new one.

 

[175170]

I just had my late 2008 MacBook Pro replaced with a early 2011 model through customer relations.

I had been through many repairs already though: in the last one, they replaced the hard drive, hard drive cable, logic board, top case, and a plethora of other parts. It was more cost-effective for them to simply send me a new one.

I also tried asking for a replacement from the refurbished store. My representative told me that they prefer replacing malfunctioning machines with new ones, which makes sense. I didn't try pushing it, but it seemed like he would have been willing to budge, had I pushed harder.