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DrPhyzx Author

Level 1

9 points

Extreme MacBook Air repair delays

My daughter experienced screen damage to her M1 MacBook Air. She's not quite sure what happened, but can only assume she pushed on the screen too hard when moving it around on her desk. In any case, it's under AppleCare and was sent in for repair (a new screen) on 11/10, when I was told to expect 3-5 business days to get it back. On 11/12 - two days later - the repair status site said it had been received (at ~8AM) and repaired (in early afternoon) and would and "be on its way back to you soon." That was almost two weeks ago. I have contacted support about this a few times, and just get the runaround - I'm told "it's on its way back" or "rest assured it should arrive at the store soon" or "it should be there in two days, call back then" (I've heard that three times now). After the last call, it now shows that it was repaired on 11/24 (kind of a fishy retroactive change) and again "Your product will be shipped to you soon." So, it has become pretty clear that either:

a) nobody I have talked to has any idea what is going on, so they just give me boilerplate assurances

b) they know the situation is a royal mess, but are intentionally stonewalling

Either way, this is about what I expect from an airline in the middle of a travel nightmare, not Apple, with whom I have been doing business for 20+ years. This is, in fact, some of the worst customer service I have experienced in my 54 years on the planet. This computer is essential to my daughter's schoolwork, so I'm not feeling particularly easygoing about it.

So... what gives? Are others having these kinds of problems right now also?

Posted on Nov 25, 2021 9:44 PM

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2 replies

DrPhyzx Author

Level 1

9 points

Nov 26, 2021 10:37 AM in response to babowa

I certainly understand all of the above. None of it accounts for a repair that

took two days to ship to Apple
took four hours to repair according to Apple's own information
after two more weeks, has not made its way back to the store.

Then, on top of that, to get information-free stonewalling when I make contact with support, is a lot to take in. I work in a context where I deal with everything from electronic components shortages to shipping delays also, but this is beyond anything else I've seen by a large margin, and at no time as Apple support even hinted that this might be part of the problem, which I would understand. Soon, I will go to the store and stand there until they find someone that knows where the machine is, or I'll be demanding a replacement :-)

babowa

Level 9

78,429 points

Nov 25, 2021 10:19 PM in response to DrPhyzx

Well, with worldwide shortages of parts, shipping delays, and labor shortages, nothing is as it used to be at this time. Unfortunately, since we are all other users here, there is nothing we can do to speed things up except to tell you that you need to keep contacting Apple.

Extreme MacBook Air repair delays