My new MacBook m4 bricked and has been in repair (repair center) for 17 days now with a status of "On Hold: Part on Order". I can't get any update or ETA.
I have no way to contact the "repair center" and get update on timing.
Is there re-course I can take to get an update or request a replacement.
SAVAGEONEEIGHT wrote:
I took/gave it to an Apple Store. I have contacted them and they can't provide any update other than the same information I can see on the apple support site.
Having something sent to the mail-in repair depot does complicate things, but someone at the Apple Store should be able to contact them to get more details such as the part(s) needed....with that Apple can give them a general ETA. Dealing with Apple for 25 years I do know their ETAs are just very general timelines....sometimes they are fairly close to accurate, while other times they can be off by a mile. Generally these days I haven't seen too many excessive delays on parts/repairs (20 years ago we waited for months....some up to 6 months to have eMacs repaired....that was the worse I've ever seen from Apple).
I understand short supply and delay.
But I can order a brand new one (same specs) and get it in under 2 weeks. I shouldn't have to wait months when I can get a replacement in weeks and they can keep the defective one.
I would discuss your concerns with the manager at the Apple Store. Once upon a time Apple would bend over backwards to assist their customers.....I don't see this happen very often these days with the Tim Cook era.
Also - my frustration is that there is way to directly contact the repair center to understand what part they ordered, what is the ETA, or how else we can resolve this. Can't even confirm they haven't forgotten or lost the repair in the shuffle.
Once in a while over the years a repair would take longer with an Apple mail-in repair depot where I was concerned it had been forgotten, but Apple was always able to get the details for us and to nudge them. Unfortunately Apple has changed for the worse over the years so it is very hard to say what even an Apple Store manager can do in this regard these days. The tech or possibly the manager at the Apple Store where you dropped off the laptop is your best bet, especially if you speak with them in person. I know I dread contacting Apple directly these days.
Edit: Besides discussing this with the manager of the Apple Store, you can leave product feedback here:
Or you can even contact Apple corporate directly to let them know of your displeasure in not being able to get details and an ETA on the repair:
Contact - How to Contact Us - Apple
You can always look into your local consumer protection laws to see if any may apply here.
SAVAGEONEEIGHT wrote:
I took/gave it to an Apple Store. I have contacted them and they can't provide any update other than the same information I can see on the apple support site.
Having something sent to the mail-in repair depot does complicate things, but someone at the Apple Store should be able to contact them to get more details such as the part(s) needed....with that Apple can give them a general ETA. Dealing with Apple for 25 years I do know their ETAs are just very general timelines....sometimes they are fairly close to accurate, while other times they can be off by a mile. Generally these days I haven't seen too many excessive delays on parts/repairs (20 years ago we waited for months....some up to 6 months to have eMacs repaired....that was the worse I've ever seen from Apple).
I understand short supply and delay.
But I can order a brand new one (same specs) and get it in under 2 weeks. I shouldn't have to wait months when I can get a replacement in weeks and they can keep the defective one.
I would discuss your concerns with the manager at the Apple Store. Once upon a time Apple would bend over backwards to assist their customers.....I don't see this happen very often these days with the Tim Cook era.
Also - my frustration is that there is way to directly contact the repair center to understand what part they ordered, what is the ETA, or how else we can resolve this. Can't even confirm they haven't forgotten or lost the repair in the shuffle.
Once in a while over the years a repair would take longer with an Apple mail-in repair depot where I was concerned it had been forgotten, but Apple was always able to get the details for us and to nudge them. Unfortunately Apple has changed for the worse over the years so it is very hard to say what even an Apple Store manager can do in this regard these days. The tech or possibly the manager at the Apple Store where you dropped off the laptop is your best bet, especially if you speak with them in person. I know I dread contacting Apple directly these days.
Edit: Besides discussing this with the manager of the Apple Store, you can leave product feedback here:
Or you can even contact Apple corporate directly to let them know of your displeasure in not being able to get details and an ETA on the repair:
Contact - How to Contact Us - Apple
You can always look into your local consumer protection laws to see if any may apply here.
If you gave your laptop to an Apple Store or an Apple Authorized Service Provider, then contact them to ask for an update. They are the only/best ones who can get the information for the backordered part or from the mail-in repair center.
If you mailed the laptop to an Apple Mail-In repair depot, then you will need to use the information provided when you created the mail-in repair, or contact Apple support directly.
Apple Repair and Repair Status Check - Official Apple Support
FYI, any recently released models may have some replacement parts in short supply for some months after the launch of a new product model line.
I took/gave it to an Apple Store. I have contacted them and they can't provide any update other than the same information I can see on the apple support site.
I understand short supply and delay.
But I can order a brand new one (same specs) and get it in under 2 weeks. I shouldn't have to wait months when I can get a replacement in weeks and they can keep the defective one.
Also - my frustration is that there is way to directly contact the repair center to understand what part they ordered, what is the ETA, or how else we can resolve this. Can't even confirm they haven't forgotten or lost the repair in the shuffle.
MacBook Pro Repair Taking Forever
