You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

Refusal on Warranty Service of 2016 13-inch MacBook Pro Display by Local Authorised Service Provider

I am the owner of a 13-inch MacBook Pro computer that was purchased in December of 2016. Recently the display backlight of the above mentioned Mac device stopped working completely. Screen of the device is totally blacked out while the computer itself is in operational condition. I can still use it when connecting to the external monitor.


As I have read on apple.com website Apple has launched a 13-inch MacBook Pro Display Backlight Service Program. According to the information provided on the apple.com website Apple or an Apple Authorized Service Provider will service affected MacBook Pro units that are sold between October 2016 and February 2018 free of charge.


I have followed the instructions given on the apple.com website and identified that my device is covered by the above mentioned Apple program. On the website it is indicated that I should contact Apple Authorized Service Provider to have my MacBook Pro display serviced.


I contacted service provider listed on Apple.com for Georgia (Country in Europe, not US state) but company refused to service my laptop as it is not purchased at their partner store. When I bought this laptop this service provider company did not exist at all. Do they have the right to refuse the service? And what can I do? All other Authorised Service Providers are in foreign countries and they are very far from me. I can not travel more then 1000 miles to fix my laptop. So I am left without the service. Is that normal customer service? Should not Apple put pressure on their authorised service provider to fix my problem?


I am a long time Apple customer and use many devices/products from Apple. I do not think I deserve such an attitude from the brand.

MacBook Pro 13″, macOS 10.12

Posted on Feb 24, 2022 4:35 AM

Reply
Question marked as Top-ranking reply

Posted on Feb 24, 2022 8:25 AM

Ordena wrote:

I am the owner of a 13-inch MacBook Pro

I contacted service provider listed on Apple.com for Georgia (Country in Europe, not US state) but company refused to service my laptop as it is not purchased at their partner store.

I can not travel more then 1000 miles to fix my laptop.



In the USA —“Mac notebook, contact us and we'll send you a box you can use to ship it to an Apple Repair Center. We'll return your repaired product to you as quickly as possible. Depending on where you get service, you might be able to check the status of your repair online.” Start a service request Mac Repair - Official Apple Support



Outside the USA— Outside the USA—Contact Apple for support and service by phone

See a list of Apple phone numbers around the world.

Contact Apple for support and service - Apple Support



Service Program—

13-inch MacBook Pro Display Backlight Service Program - Apple Support


Additional Information

"This worldwide Apple program does not extend the standard warranty coverage of your MacBook Pro.

If you believe your MacBook Pro was affected by this issue, and you paid to have your display repaired, you can contact Apple about a refund.

The program covers eligible MacBook Pro models for 5 years after the first retail sale of the unit or 3 years from the start date of this program, whichever is longer."



you can submit your Apple Feedback Product Feedback - Apple


Contact the corporate office Contact - How to Contact Us - Apple


Similar questions

1 reply
Question marked as Top-ranking reply

Feb 24, 2022 8:25 AM in response to Ordena

Ordena wrote:

I am the owner of a 13-inch MacBook Pro

I contacted service provider listed on Apple.com for Georgia (Country in Europe, not US state) but company refused to service my laptop as it is not purchased at their partner store.

I can not travel more then 1000 miles to fix my laptop.



In the USA —“Mac notebook, contact us and we'll send you a box you can use to ship it to an Apple Repair Center. We'll return your repaired product to you as quickly as possible. Depending on where you get service, you might be able to check the status of your repair online.” Start a service request Mac Repair - Official Apple Support



Outside the USA— Outside the USA—Contact Apple for support and service by phone

See a list of Apple phone numbers around the world.

Contact Apple for support and service - Apple Support



Service Program—

13-inch MacBook Pro Display Backlight Service Program - Apple Support


Additional Information

"This worldwide Apple program does not extend the standard warranty coverage of your MacBook Pro.

If you believe your MacBook Pro was affected by this issue, and you paid to have your display repaired, you can contact Apple about a refund.

The program covers eligible MacBook Pro models for 5 years after the first retail sale of the unit or 3 years from the start date of this program, whichever is longer."



you can submit your Apple Feedback Product Feedback - Apple


Contact the corporate office Contact - How to Contact Us - Apple


Refusal on Warranty Service of 2016 13-inch MacBook Pro Display by Local Authorised Service Provider

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.