Apple Premium Reseller / Service Provider Refused To Offer Support

Just an update, I was able to reach apple support by chat and they were very helpful and polite. Sadly they initially instruct me to bring my power charger to the nearest Apple Store for replacement ... at São Paulo, Brazil ... that's more than 2000 miles away! LOL. So we selected a 'plan b', talk directly with a supervisor at apple ... they give me a phone to call as their callback didn't work with non us numbers. Just waiting for the working hours to call.

Hi babowa, I agree with you. I knew that the model has not yet arrived to the local resellers, and it is a fact that it will take time for any reseller/service provider for resolve my issue. What bordered me is that they even didn't want to register the support case.

Also, if the reason they gave to me was something like, "as apple officially doesn't sells that model here, we are not authorized open a support ticket for it", I would be fine (don't liked but fine). That was not the reason.

May be was just a bad communication problem, but that's the reason why I want to contact someone at Apple. I just want to confirm it.

About getting support, I tried it. But, and here comes the confusing part, after I enter the serial number of my MacBook and being at the Peruvian Apple Support page, it didn't show that there is no support available in my region. all the contrary, It instruct me to bring the power adapter to a local authorized service provider to receive support, and it shows me the list of authorized service providers, one of which is the one I went to.. So apple support site instruct me to go to a local service provider but the service provider doesn't want to open a support ticket. That's the issue.

It should according this: https://store.apple.com/Catalog/Images/worldwidewarranty.html

Hi babowa, thanks for the advice. I will try through the US support site, the Peruvian one doesn't offer a support ticket creation option.

HI guys,

I must say, Apple support is excellent. Contacted them, first by chat, they totally understood my situation are did all at their hands to reach a solution. No matter the barriers, like me not being in the us, phone callback system not working because mine is not a us number , no problem. They give a 1-800 phone number to call. They, by their own initiative escalated my support case until there was someone that could help me. This supervisor reached a local apple wholesaler and coordinated with them to create a case, reach me and agree with me for my power supply to be pickup from my home and delivered to Apple for a replacement to be sent back. Estimated time 20 days. Just to waiting for the local Premium Service Provider to register my support case: 1 to 2 months ... and then wait for them to receive the power supply replacement.

Thanks to the staff at Apple Support!