User profile for user: tladerach001
tladerach001 Author
User level: Level 1
3 points

Will Apple replace my computer?

I have a MacBook Pro 13" that I purchased last summer in June. The 12 mo. warranty is almost up (I did not buy the extended 3 year plan) and my screen is going out. THere are no apple stores within a 2 hour radius of where I live, and I'm out of the 90day coverage for phone support, so really, an apple genius isn't an option. I have already had my harddrive replaced because it died on me around christmas time. I lost EVERYTHING. It was replaced by an Apple Specialist in my area. Now, the screen flickers when I wake it from sleep, and I took it into the specialist and they said the whole screen part of the clamshell will need replaced.... also, I'm not happy with the harddrive they gave me. When the computer is running silently (fans below 2000rpm) I can hear a weird faint sound coming from the left side of my MacBook. It's like the arm is scratching the drive as it spins or something, I don't know. I'm just NOT HAPPY at all with my Mac experience. I bought it so I wouldn't have trouble, and now 2 troubles in less than a year. I love the experience, when it works! Is there any chance they can replace my whole computer and give me an updated one?

Thanks

MacBook Pro 13" (Mid 2009), Mac OS X (10.6.2)

Posted on May 18, 2010 7:47 PM

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11 replies
User profile for user: S.U.
S.U.
User level: Level 6
9,601 points

May 18, 2010 8:40 PM in response to tladerach001

What's important now is to call Apple on the phone and report all these problems before your 1 year warranty is up. Get a case number to document that the problems occurred while you were under warranty. The worst thing you could do is sit around and do nothing until after the warranty is up and then be on your own to pay for them.

It is not too late to buy 3 year Applecare.

My guess--and it's only a guess--is that Apple will cheerfully fix whatever is wrong with your machine, but it's not too likely they will give you a replacement.

At any rate, your best bet is to call Apple and talk to them and see what they will do for you.

Good luck!
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User profile for user: belovedjs
belovedjs
User level: Level 2
276 points

May 19, 2010 8:01 AM in response to tladerach001

Yes - do call Apple to talk to them about it before the one year warranty is up. I agree that purchasing apple care would be highly beneficial.

FYI, from my experience of apple replacing my pro this past January- typically they will repair the computer rather than replace unless there have been at least 3 major issues repaired already on the computer.

The Apple Customer Relations Representatives that I have dealt with have been extremely helpful.
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User profile for user: JoeyR
JoeyR
User level: Level 6
8,305 points

May 19, 2010 8:38 AM in response to tladerach001

+*I'm out of the 90day coverage for phone support, so really, an apple genius isn't an option*+

Just as an FYI... the 90 day support is only related to "usage" type questions such as "How can I copy my iTunes library from my old computer to my new one?" or "How do I uninstall applications?". For failures/faults, you can call anytime during your warranty period (be that the original one year warranty or an extended AppleCare warranty).
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User profile for user: JasonFear
JasonFear
User level: Level 5
4,965 points

May 19, 2010 11:40 AM in response to tladerach001

Hi tladerach001,

As other users have stated, if you intend to hold onto the machine for a while (and it sounds like you want to) then the AppleCare would be a very wise decision. First and foremost though, I'd recommend an external HD for backup purposes. It sounds like you've already learned a hard lesson once, I would hate to see you find yourself in a position of significant data loss again.

On a side note, as someone who use to work at the Genius Bar and in AppleCare, it would seem unlikely to me that after one repair that you'd be eligible for a machine replacement. Especially considering that the component replaced was a hard drive and this new issue has yet to receive a repair (just a diagnosis). As other users have stated there's no magic number, although 3 "major" repairs is a common thought process.

I think the more likely scenario would be a service replacement of the part(s) not functioning properly. But again, every repair is always a case-by-case basis.
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User profile for user: elks97
elks97
User level: Level 1
0 points

May 19, 2010 2:53 PM in response to tladerach001

You can imagine how many "failing" notebooks Apple would be replacing if customers were allowed to use it for a year and then ask for a new replacement. Not saying they won't do it for you, but I wouldn't get my hopes up. Do consider Applecare before your warranty expires. Not just for your peace of mind, but if you sell it, the new owner can buy with confidence.
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User profile for user: S.U.
S.U.
User level: Level 6
9,601 points

May 19, 2010 3:07 PM in response to tladerach001

One other FYI--you can make an appointment at any time at the Genius Bar to discuss any problem for free--you don't have to be under any kind of warranty to talk to a genius in an Apple Store. It's just the telephone technical support that only lasts for 90 days without 3 year Applecare. If you go for 3 year Applecare, you will also be able to access telephone tech support as long as your 3 year Applecare is in effect.
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User profile for user: sirfaba
sirfaba
User level: Level 3
610 points

May 25, 2010 8:15 AM in response to tladerach001

Hi,

I would suggest planning a trip to your nearest Apple Store, espically before your 1 year is up. The Genius Bar is the place to fix your computer and reassure your purchase of such a great computer. If you express how you feel and what you've been through, you won't be disappointed. Just remember if you are nice about it to the Genius then they might try going that extra mile for you.

I would also suggest purchasing Apple Care. If you are a college student you can even get a discount. If going to the store isn't an option, then Apple Care can actually send you a pre-paid box where your computer is shipped to a repair facility and shipped back to you after it has been repaired.

Good Luck,

Ben
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