MacBook Pro repair "On Hold".... with no updates, no end in sight. How long do I wait?

Today, July 7th, I should be receiving my MacBook Pro-returned to me un-repaired by Apple. I sent my MacBook to them in May for repair of the Touch Bar, which suddenly disappeared. Upon their receipt (May 24 to be exact) I received an email stating my repair was on hold as they are awaiting parts needed. I won’t beat a dead horse-just like the rest of you, my many phone calls resulted in no one knowing anything as to projected arrival of parts. No information -nada. I eventually got someone who explained to me that my inquiries should have never gotten as far as they did and that they had absolutely no information as to when parts would be received. I asked that my MacBook be returned, making it very clear that it was in for a Touch Bar that disappeared-it worked otherwise.

We make the investment in purchasing what are well made products. In my opinion, Apple has always been the business model for their products and for their customer service-up until now. I will have a computer I purchased and not utilizing it to its potential because all of it is not operable. Apple could readily afford to make us all while by replacing units that cannot be repaired due to their not having parts needed. And they wouldn’t even feel it.

My next step will be to go to an Apple Store with a Repair Bar, inform them of its history, and see if they can’t contact me if and when they receive the parts to repair the Touch Bar. Otherwise, I may seriously consider trading it in. I will note that I have Apple Care and that my computer isn’t even two years old yet. We shouldn’t be put through this.

i FINALLY got a text message on June 28th. So almost 2 months after sending it in. It said I would receive in 2 days but it was delivered the next day. So expect to be waiting at least that long. ( for me it was May 7th through June 28th)

Look on the website and attempt to purchase a MacBook just to see how long it would take. That’s how I gauged when I would hopefully be receiving it back.

I had my issue escalated and I was told Apple does not provide information in between departments. It’s like each dept is kept secret from each other. You really won’t get much information more than that. And I only got that by “reading between the lines”, per say, on what I was being told.

Of course even with AppleCare + they still charged me $300 to fix it. So much for having purchased that in advance.

I currently have the same issue. Now a month my macbook pro sent for repair of a dead screen. Was assured I'd have it back no later than the end of week. Got message 3 days later that Repair on Hold waiting for a part. Now a month later, multiple calls to Apple, can't tell me anything. Options are to simply wait for unknown period to time, or they can return to me unrepaired! Did finally get a manager to arrange with local store to let me purchase a new computer with continually extended return time until mine gets repaired. Apparently, something they do "in certain circumstances."

I'm in the same boat. The store sent my macbook pro out for a repair on May 7th. Last update I received was on May 10th. I was able to escalate the issue with a service tech manager, who was able to reach out to customer support where I was finally told about the "part" needed is backordered. I was told there is no ETA and was given the option to have it sent back for inperson repair with authorized apple servicer. When asked what the part was, so that I didn't waste my time, and lose my place in line to be repaired, I was told that information isn't shared between departments. I've since called twice, and will continue to do so, as I took note of the current macbook sales on their website at the time were delayed through beginning of July. If the part is available for those orders back in May to be delivered in the first 2 weeks of July, it should stand to reason that this mysterious part would be available for the repairs.

I understand the part of the unknown is backordered. What I am not understanding is the lack of communication, not only to the customers, but within the departments at Apple. For one, they are creating mistrust, rather than taking ownership of the situation and acknowledging the issue - that would strengthen loyalty. But they chose the other road. Secondly, they are showing they are absolutely dominated by China, immobilized until they release their lock down.

Hopeful that you, myself and others receive updates and our products back soon. It sucks having to wait, but is even more frustrating that we've had to push, shove, research for an answer that should have been stated in the beginning.

Hi,

I have been waiting nearly two months for my MacBook repair, it’s been send off three times. I have requested a date when the item will be returned, to no avail. I have now escalated the case to resolver in the hopes that an official complaint process will speed up the repair. So disappointed with apples customer service.

Ruth7890 wrote:

After waiting 3 months for a repair, they finally agreed to send me a new MacBook, this was dispatched the next day!

The issues you stated above didn’t affect the new orders for laptops.

Unlikely new. Apple procures "replacement devices" that are mostly refurbished, but may also be new - especially with a newer model. If refurbished it will be assigned a new serial number, and the official model number changes to reflect that's it's considered a replacement device.

The lead time for my 2021 14" MBP was around 2 months and it's the absolute base model. I was lucky that an authorized reseller could supply it in about a week. But now the lead time has caught up. However, factory output is not the same as repair parts availability.

Apple has been dealing with tons of vendor issues as with many suppliers. It's not consistent though.

In case no one has heard: China has been on a lockdown for some time. Nothing seems to be moving in/out of that country. Add to that hundreds of freighters waiting to be processed outside of the major ports of shanghai, etc.

Apple has no control over any of it, neither do the car manufacturers, etc. The supply chains have been broken for some time.

And, venting here is pointless - we are all other users here.

After waiting 3 months for a repair, they finally agreed to send me a new MacBook, this was dispatched the next day!

The issues you stated above didn’t affect the new orders for laptops.

I'm sure it is frustrating. But as this is a user to user only forum, there's honestly nothing anyone here can do to help you speed things up. We live in unusual times, with Covid delays causing supply chain issues around the world. As ku4hx suggests, the only real fix is time.

I’m sorry to hear that you are having problems with your repair. In my case, it took over three months, but eventually Apple replaced the laptop as the repairs did not fix the issue. I wish you the best of luck in getting the issue resolved asap.

I agree that Apple was a company known for great customer service, but in recent months, after speaking to friends and colleagues, the customer service is not to the expected standards, when you are paying a premium price for a product. Let’s hope Apple rectifies this asap.

There is no magic solution. Apple is good, but Apple is also subject to worsening work conditions involving, staffing shortages, supply line problems, low/no inventories, chip shortages, lockdowns and so forth and so on.

We all hate it, but Apple is in the same position as all other companies and many individuals ... we just have to wait.

Ruth7890 wrote:

After waiting 3 months for a repair, they finally agreed to send me a new MacBook, this was dispatched the next day!

The issues you stated above didn’t affect the new orders for laptops.

You couldn't be more wrong about not having an effect on new orders for laptops, if you tried. People ordering in February, are just in some cases getting the laptop they ordered in July. It would be grand to think Apple is immune to supply chain issues, but no company is.

It's unfortunate for anyone who is inconvenienced, but these inconveniences are truly trivial in the scheme of things in life which could be far worse and for millions, were indeed worse.

Search this forum, and the web in general, and you'll find many such instances. COVID-19 and staffing shortages. The only real "fix" is time.

Did they repair your MacBook yet? My MacBook was sent in too, but now it turns out they need to order the correct parts first. It’s about the display of the MacBook. Now I read about all these long turnover times, I’m getting frightened.

With extremely strict lockdowns in China and understaff in Czech, I guess I might be very happy if I get the product back, repaired and well, it will be after the summer.