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539 posts

Ultimate Geek
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Topic # 236078 16-May-2018 22:37
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First of, my MacBook Pro has had a bunch of issues, but most seem to be intermittent or fix themselves after a bit, but for the keyboard, a few letters stopped working, been putting off getting it fixed for 2-3 months as I couldn't go without it at the time + my faith in NZ tech repair places is somewhat low.

 

So I live somewhere, where there is no local Apple Authorised Service Provider so I talked with Apple and eventually got them to cover the shipping costs (as per CGA), shipped my still under warrenty MacBook Pro 2017 (over $4000) to the AASP that Apple said (figured they'd tell me to send it to a decent one, not just the first the best on the list, which seems to be the case, looking back), then a week and a half later I got a call from the AASP asking for my password to run some last minute tests... (SSD is encrypted, as there is sensative data on it) I didn't give them my password, told them to use the Guest account, which I made sure was enabled before shipping it off.

 

Then the next day they ship it back to me, all "fixed", I get it out of the box and noticed some screws have been over tightened and the thread is partly gone on most, and totally gone on one, I also notice some material is hanging out a bit where the side vents are... I then open the lid and notice big hand prints on the sides of the screen (I cleaned the screen and everything before shipping it to them, maybe it's just me, but for an Apple repair shop I'd expect them to at least clean up there own marks after repair).

 

I then also notice bits of glue or something stuck to the casing, not major, but still, I then also notice some light scratches on the outer screen case, pretty sure it wasn't from me as I've not traveled with this laptop in a bag yet, and never put anything on top of the laptop.

 

By now the Mac has booted, I test the keys, yes the faulty keys now work, but some make this "click" sound while others don't (none of my keys before the repair done this), I then try play some music and uh... they've managed to break my left speaker too, sound is all tinny, but fine in the right speaker...

 

Having seen all this, as a customer, your left wondering how the inside of the computer looks, if this is the level of care they take on a pristine ~5-month-old laptop sent in for repair. I wouldn't be surprised if more issues crop up over the weeks after the 2nd repair.

 

Is it unreasonable to ask Apple to replace it after such a botched repair?

 

I want to be able to sell on this laptop, and it sure isn't going to sell as great now with 2 (or more) badly done repairs.

 

Some photos + video: https://photos.app.goo.gl/HzmwFa4qYCREr2jc2

 

 

 

PS, NZ Apple support is the worst, they ask when a good time to call back is, I say, and they call way outside that time, every time, they email saying I missed a call, I reply a minute later saying I'm unavailable, call back in an hour if possible, they never email back or call until the next day (again outside my preferred hours), which is fine, but a quick 1 sentence email reply would have been nice.

 

PSS, I realise some of my remarks are a little nit-picky, but with a premium laptop from a company like Apple my standards are high.


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Uber Geek
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  Reply # 2017253 17-May-2018 00:03
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Wow stripping the screws is pretty bad!
And that scratch on the lid too!

I’m guessing they replaced the whole top case and not just the faulty key caps?

There are major issues with the keyboards on these latest MacBooks, and I read just yesterday that a class action lawsuit has been filed against Apple in the US relating to this.

If I was you I’d certainly be calling Apple and complaining.
As it would now be the third time you’ve had issues, in a device that’s less than 6 months old, plus the poor service from the AASP, I’d say you’re within your rights to push for a full replacement, rather than another repair.






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Ultimate Geek
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  Reply # 2017254 17-May-2018 00:15
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No no, this is from the first repair, will be the 2nd when they fix what they broke, though kinda want to send it to someplace else, not sure I want the same guys messing with it again if I have to keep the laptop. Sorry for the confusion.

 

But yeah, heard about the lawsuit in the USA on the keyboards issue, seems pretty widespread, which is a shame, because I kinda like the new flat keyboards.

 

And yeah, they replaced the whole top case, including the batteries, as it's charge cycles have been reset to 0.


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  Reply # 2017256 17-May-2018 00:34
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Who was it that did the service? Would be good to know.

 

I used Service Plus in Wellington to deal with a screen issue with my iMac and they did what seemed to be a good job on the screen replacement.

 

I think you can use any AASP, so before the next service you could ask people here who they would recommend for a service.







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Ultimate Geek
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  Reply # 2017343 17-May-2018 09:11
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I'll PM you. (I may post it publicly when everything is fixed, see how I feel)

 

But yeah, was having a look on geekzone yesterday and heard good things about Service Plus, but can't seem to find the topic back now.


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Ultimate Geek
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  Reply # 2017415 17-May-2018 09:49
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If you can get it up to Auckland, I thoroughly recommend Imagetext. They're a Premium ASP and they've repaired 5-6 of my Macs over the past 10 years or so, always to what I would call a perfect standard.

 

In fact, they did my MBP (same model as yours but 13") when it had a strange graphics issue, and it came back "just like a bought one".

 

When/if I have issues with Apple hardware, I politely ask/request (via Apple's online chat) that I want the product serviced at Imagetext, and they always oblige.

 

I think Apple's support staff will be horrified once they see those photos and will definitely sort it out for you.


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  Reply # 2017416 17-May-2018 09:50
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Call AppleCare and speak to Customer Relations.  They'll put it right for you.




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Ultimate Geek
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  Reply # 2017429 17-May-2018 10:10
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Thanks Benjip! Don't see why they wouldn't let me send it up to Imagetext, it's all the same price/time when shipping it over the north island, might start a thread on GZ to see how others experience has been and other recommendations.

 

Edit, wait no, I found the topic: https://www.geekzone.co.nz/forums.asp?forumid=47&topicid=152409

 

 

 

And @gehenna, yeah I've been in touch with someone in Customer Relations since the start (NZ support referred me to them to get my shipping refunded), seems the closest one is in Singapore, and the 2 I've talked to both have a heavy accent and are hard to understand at times. It's been difficult to communicate as she always tries to call in the afternoon/night, at which time I'm often not available, so it's been allot of back and forth each time just to talk with them.

 

I've tried to ask them to call during my lunch hour, as each time I miss a call, I get 2 emails, 1 asking if I still need support, and the other asking what a good time to call is, in Singapore working hours, which I've given (converting my NZ lunch hour to Singapore time), but have failed to make it happen yet. And calling the direct dial number they give always results in an answerphone (expect 1 time when I got through).

 

And the direct dial number seems to change at times, sometimes it's an 0800 number, then a different 0800, then not an 0800 at all, once the number didn't even give the option to put in the given direct dial number... It seems the whole calling system is a bit broken over there (or just not been setup proper to support NZ?).

 

It's been a mission and a half, they also asked for the receipt for my shipping, I booked online, so sent them screenshots of the receipts they gave online, they didn't like it, so then managed to forward some emails I got too (which had the exact same info as the screenshots, GST no. etc), to there support email, making sure the subject line still had the case number in it, which seems to have done the trick. Though not sure how, as they replied that email and my forward email is all messed up in the reply.


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  Reply # 2017581 17-May-2018 12:12
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Dumb, sounds like you've had the runaround.  All my experiences with AppleCare have been stellar, and with Customer Relations too.... and I only ever had to deal with the CR team because Magnum Mac were trying to get out of their responsibilities by claiming something wasn't working because I dropped the Mac I had at the time (which had never been off it's desk).  I've never had any other problems.  Most recently I've had some dead pixels that needed a screen replacement so I just deal with them over the live chat function on the AppleCare website, and they did all the service provider booking for me on behalf so all I needed to do is drop off/pick up.  

 

Sorry to hear you've had such a bad time with them, I wouldn't say your experience is common though.


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  Reply # 2017593 17-May-2018 12:28
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gehenna:

 

Dumb, sounds like you've had the runaround.  All my experiences with AppleCare have been stellar, and with Customer Relations too....

 

 

Yeah, I have to say, the few times I have dealt with AppleCare reps it's been stellar - and often a US person too - I had one that was even discussing the weather with me as if she were here!

 

It really is a shame that you have had such a terrible experience with such an expensive and crucial device.

 

 





Handsome Dan Has Spoken.



539 posts

Ultimate Geek
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  Reply # 2017597 17-May-2018 12:30
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Yeah, that's what I hear all the time from people who've needed to use Apple Support, only good things. Maybe my expectations are just a little too high.

 

Should get a call back from Apple sometime this afternoon/night so I'm going to try not to miss it. Might try to call my CR person again, see if she's available.


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  Reply # 2017606 17-May-2018 12:42
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TechnoGuy001:

 

Maybe my expectations are just a little too high.

 

 

When your device is a premium product, priced at a premium, you should expect premium service. End of.

 

Your expectations probably aren't high enough.





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  Reply # 2017611 17-May-2018 12:49
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I have very high expectations and a short fuse, so if I'd been getting the runaround from AppleCare they'd have known about it - Magnum Mac certainly heard all about it when they tried it on with the "drop damage" response.




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Ultimate Geek
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  Reply # 2017615 17-May-2018 12:54
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Yeah, in general, I'm a pretty chill guy, but when I see slack repair work on something I take extra care to keep in as new condition, it really rubs me up the wrong way.




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Ultimate Geek
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  Reply # 2017876 17-May-2018 19:43
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Update, got a call from my Singapore Apple customer relations person, she didn't seem concerned about anything I emailed about, just asked if the keyboard issue is fixed and wants to run me through some basic speaker troubleshooting. At the time she called I was making dinner so asked to do the troubleshooting tomorrow, as early as she can.

 

Will see what tomorrow brings. But I have pretty low expectations at this point.




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Ultimate Geek
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  Reply # 2020651 22-May-2018 19:37
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Update 2:

 

Apple Customer relations adviser issues

 

I've given up on my Apple Customer relations adviser, she doesn't listen to anything I say. I emailed yesterday with the new shipping invoice and asked her not to call but to email as it's always at a bad time and I find it difficult to understand her, she replied 7 hours later saying "... I feel that your issue would be better addressed over the phone" and asking what a good time is, and I say, in early NZ time, she calls today... at about 6:30 pm, not quite what I'd call early. 

 

Also, have no clue why she is calling, I told her that I had talked with the Premium AARP (imagetext) and arranged everything myself this time, she just needs to pay the shipping, should be able to do that over email, she already has all my banking details.

 

Premium AARP (imagetext)

 

So I called up imagetext yesterday and arranged everything, shipped my Mac to them (overnight) and got an email early this morning confirming they received it and they'd look at it in 1-2 days, then in the afternoon I get another email from them saying they'd had a look and it does look like the issues were caused by the previous repairer; the stripped screws, loose material, loose fingerprint sensor (seems it's been incorrectly installed), broken speaker (not connected fully) and no mic (not connected at all). I didn't mention the scratches as it's my word against the old repairer and seems unlikely they'd replace the screen, unfortunately.

 

So it's nice to finally have someone confirm what I've been saying all along unlike my Apple CR and support person who started talking about something else when I brought up the screws, loose material, and loose fingerprint sensor as if I was just being picky.

 

 

 

Now they're talking with Apple to see if they can make an exception to repair everything, as normally they don't cover things like screws under warranty. Fingers crossed.

 

 

 

 


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