Warranty and MacBook repair in Ukraine

Question

Level 1

4 points

Warranty and MacBook repair in Ukraine

Hi, i need your advice, I will be grateful if you tell me how to get out of the situation. It's a very unpleasant situation. I live in Ukraine , Kyiv, I bought aMacBook Pro in 2019, from "Apple's officials" Citrus store (as they claimed). I know that Apple is apsent in in official Ukrainian market, but there is a company "Asbis" that can do an "authorized service" of Apple products(?), and this company imports Apple products to Ukraine (seller war "Citrus"store. I used the MacBook Pro for 2 months, and then right touchpad button began to stuck, it also started to considerably warm up when using Keynote, I passed it to the service (Cytrus/Asbis), they said that all that started after the update, and everything was ok with the macbook. The basically returned macbook to mee without fixing overheating and touchpad problem. I passed it to the service for the second time after 6 months, the cooler did not turn off even in idle, and plus those earlier malfunctions that were announced for the first time, they remained, the service(Citrus/Asbis) said that it was necessary to change the entire motherboard, no moisture penetration into the device was detected. This is a significant repair that could bee done under warranty (replacement of the motherboard and screen). I asked to be replaced with a new similar device, but i was refused, and been told that everything in the MacBook could be repaired locally, and they have no reason to change the device to a new one. Please advise. What status do this companies have in selling and repairing Apple products? What should i do about repairs and replacements? How to solve this problem? Thanks and sorry for my english.

MacBook Pro 13″, macOS 10.15

Posted on Oct 17, 2020 9:02 AM

Reply

Answer 1

Top-ranking reply

Rafael Scheid

Level 5

5,346 points

Oct 17, 2020 10:09 AM in response to Tesserax

Well, for starters, 2019 Macs don't have mechanical trackpads and they also don't have a right button. They are an entire button with a Taptic Engine underneath that vibrates and simulates a click, but a real click was never made.

The right click is a software job based on how and/or where you touch the trackpad.

Prior to any more moves, can you, please, try:

Reset SMC https://support.apple.com/en-us/HT201295

Reset NVRAM https://support.apple.com/en-us/HT204063

Start in Safe Mode - Turn off your Mac, turn it on and immediately hold Shift. Allow it to boot (it's a bit longer boot). Once loaded, reboot normally and check if it got any better.

Also try to perform a clean install of macOS (first make a backup to an external drive)

Create a bootable USB stick with the installer https://support.apple.com/en-us/HT201372

Reisntall https://support.apple.com/en-us/HT204904 (Skip step 1 because you're already there after booting from the USB stick with installer)

Before installing, once you boot from USB installer, erase the disk https://support.apple.com/en-us/HT208496

Moving on, I found some other shops in your city that are authorized by Apple too. Hope this link works for you so you get to see the other service providers

https://locate.apple.com/ua/en/service/?p https://support.apple.com/en-us/HT201232

Also check your warranty coverage status. Go to Apple menu > About This Mac > Service tab.

I'd also advise you to get in touch with Apple by phone.

There's this information down the very same page in the link above. Seems that phone number will get you to Apple UK.

Shop the Apple Online Store, call 0844 209 0611*, visit an Apple Retail Store or find a retailer.

* £0.05p per minute when dialled from a landline within the UK. Call charges may vary when calling

from a mobile phone.

You can also try calling the US Support (I think it would be the best service because of the biggest market)

Phone number 1-800-275-2273

https://support.apple.com/en-us/HT201232

Talk to them, explain the issues, how long you've been having it, the dates you brought in your Mac for service, what was told you by the service shop about your Mac and everything.

Sometimes they give better help and they also usually know more than some shops (that later only have to solve the issue as commanded by Apple).

I'm sure Apple can give you better solutions then what you had by now. Hope they find the way.

Reply