How many parts need to fail before Apple will replace a laptop??

My macbook pro is a year and a half old and has had TWO FAILED HARD DRIVES, etc.

Here are the things that have been replaced:

original hard drive (summer 09)
original optical drive (summer 09)
replacement hard drive (summer 2010)!!
internal battery (summer 2010)
duck bill (?) on my power cord (summer 2010)

My protection plan expires in April 2011 and I am not confident at all that my problems are over with on this piece of equipment. I just spoke with a senior tech named Jenny Goeman who wasn't able to answer my question: how much has to go wrong with a computer before Apple offers to replace it or extend the original warranty? Does anyone out there have any experience to share about failed parts or this issue??? Thanks!

macbook pro

Posted on Aug 11, 2010 9:37 AM

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4 replies

Aug 11, 2010 9:59 AM in response to H--

Anecdotally, it seems that Apple has to try and fail to solve the same problem three or more times before a machine will be replaced instead of repaired. But all such decisions are made on a case-by-case basis, and there is nothing published that describes the criteria (or incidental considerations, if there are any) that feed such decisions. So only Apple can answer your question. If you aren't getting satisfaction from the Apple reps you've spoken to so far, the next level of escalation will be Customer Relations at 1-800-767-2775.

Hard drives and optical drives, being mechanical devices with high-speed moving parts, will all fail eventually and are very easily and inexpensively replaced. How long they last is highly variable. You've had three fail and be replaced under warranty, which makes you fairly lucky in the sense that those failures cost you little or nothing. There have been some problems with defective batteries, and Apple has been good about replacing them for free, sometimes even out of warranty. I've never before heard of any problem at all with an AC adapter "duck head", so that was a complete fluke for you. Drives, batteries and AC adapters are all purchased by Apple from third-party vendors, and their failures imply/suggest nothing whatsoever about the basic quality of the MBP itself. Nor have you had any basic failures of the MBP, so in my opinion you have considerably less cause for worry than you may think.

If your machine is really a year and a half old (purchased early in 2009), then its AppleCare Protection Plan coverage lasts until early 2012. If your AppleCare coverage really expires in April 2011, your machine was purchased in April 2008 and is now more than two years old.

Aug 11, 2010 10:59 AM in response to H--

My AppleCare expires in less than 3 weeks. In the last 2 weeks, Apple has replaced my DVD drive, my LCD panel, and my Logic board. Prior to that, just 7.5 months ago, they replaced the Logic board for another issue.

This most recent Logic board replacement was due to an error on the part of the repair tech at the Apple Store who did the first repairs 2 weeks ago. They "accidentally" replaced my hi-res (1920x1200) LCD with the "standard LCD" (1680x1050). Once they put the right LCD panel on, the Logic board would not feed enough power to it for the back lights upon resume from sleep, so they replaced the Logic board to resolve that issue.

As of right now, the only "original parts" left on my MBP are the case, keyboard, trackpad, battery, & power adapter. My 3 year old battery only has 17 cycles on it, and is reporting that it can still hold 84% of it's original capacity.

Aug 11, 2010 12:42 PM in response to GeekBoy.from.Illinois

GeekBoy.from.Illinois wrote:
As of right now, the only "original parts" left on my MBP are the case, keyboard, trackpad, battery, & power adapter. My 3 year old battery only has 17 cycles on it, and is reporting that it can still hold 84% of it's original capacity.


MagSafe board, Left I/O board, HD, bottom & top case, fans, bluetooth and airport module, inverter board (if your machine is 3 years old it's most likely pre-clamshell) are all original as well. 🙂

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How many parts need to fail before Apple will replace a laptop??

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