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

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.

AppleCare + carries the stipulation, given upfront in the literature, covered remedies require a deductible ... a fee be paid. That's right there in the documentation.

AppleCare Products - iPhone - Apple (CA)

From AppleCare Products - Mac - Apple (CA)Protect your Mac

AppleCare+

You can buy coverage on a fixed-term plan or on an annual plan that will automatically renew until cancelled. Pricing below is for the latest Mac systems. For more details on the latest Mac systems, see apple.com/ca/mac.

Annually

3 yrs

MacBook Air (M2)

$269

MacBook Pro 13‑inch

$279

Mac Studio

$219

Well, I did have something useful to add; you just did not discern it.

Rants and complaints in these technical user to user forums violate Apple's terms of use and are subject to their removal. You might want to take a look:

Apple Support Communities Use Agreement - Apple Community

Note para. B 3 and E 2.

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.

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.

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.

I’m in the same exact situation. Here’s my timeline:

April 30th 2022 — Attended a Genius Bar appointment where they took my laptop for logic board repairs. I’m told it should be done ~10 days.

May 3rd 2022 — I am given an updated: “The repair update was accepted. Your repair is in progress.” This is my work laptop, and I am not guaranteed a replacement in the meantime.

May 17th — I call Apple after two weeks of receiving absolutely no information or update. I am told that a part is back ordered, and I can be given NO eta for when I can recover my MBP.

It is now June 8th 2022 and not only have I not received any update, but I have been waiting for more than a month for a repair for which I was promised a quick repair and for which I purchased apple’s insurance plus.

To say that I’m upset is a severe understatement. Apple has failed, terribly I might add, in communicating its issues with processing repairs. However, what’s most infuriating is that Apple continues to sell MBP which ostensibly includes the mystery party on back order.

I need help, and Apple needs to do something ASAP.

Hope you got your repaired Mac BACK. I am facing same issues it's been a week there's no update about shipping the parts and it's really frustrating, Service centre told me to wait there's shortage of parts but still Customer needs to know an estimate time at least. I don't really know what to do.

Is there anything I can do about this? Like to mail or talk anybody to at least get a timeline.

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.

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.

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.

I'll just say that my one repair of a Mac at an Apple Store went well. It was for a battery replacement on a Mac that was older and where the price was unlisted. But I was informed of which store actually had the battery (not the store that did it) with an ETA of when the job should be done. I got regular updates, although I was skeptical that "the hard drive was failing" since I had installed my own SSD (these were the last of the DIY modded MacBook Pros with 2.5 SATA drives and RAM on SODIMMs) and I declined their offer to replace the drive (a 1 TB WD Blue 3D) for $110 - probably with a 500 GB 5400 RPM hard drive.

My only complaint is that they seemed to have installed some sort of thermal pad with graphite/polymer layers on the case back and touching the memory. It also left a stain on the logic board (not critical though). I was concerned that it was metallic, but that was just weird Not sure what the heck that was for, and I can't seem to remove it without damaging integral parts of the case.

So yes, the best option would be an Apple Store.

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.

Apple is company that sells its products worldwide, you would therefore expect several parts of the world to manufacture products. If one company has delays, another manufacturing company located elsewhere can assist. Therefore Apple can control its supply issues.

I use my laptop for work purposes, having it being repaired for three months, is not the service I expect from the premium price I pay for Apple. You can only voice concerns over the phone and cannot email complaints.

if you have nothing beneficial to add to this post, please do not criticise others.