Apple Australia appears to have lost my MacBook

Question

Level 1

6 points

Apple Australia appears to have lost my MacBook

MACBOOK AIR (M1,2020) with AppleCare

I’ve been having some problems using the USB-C to connect with some flash drives. No issues with USB HDD and a few other devices. Flash drives tested OK on a friends MacBook. I ran the diagnostics and it reported a faulty battery.

I was going on holidays from 7 - 11 September, no need to take a computer, so on the 31 August arranged a mail in repair. Shipping box arrived 3 September. On the 7 September sent my MacBook for repair. Australia Post tracking shows MacBook arrived 9 September.

I contacted Apple on 15 September and it was obvious from the ‘chat’ they had lost my MacBook. My case was escalated to the ‘specialized’ (I assume they meant specialised?) team who would contact me in two days.

Received an email on 17 September from Apple advising my MacBook had been received. Within five minutes I checked the website and it reported that diagnostics had commenced.

18 September, 4:30pm; Not having heard from specialised team I contacted Apple support again. One hour on the ‘chat’ and the Apple representative informed me the only way they could assist was by phone. I explained that I live in a phone ‘black spot’ and written communication was the only way I could communicate.

I pointed out that part of the accessibility options for the disabled is to provide written communication.

The Apple representative terminated the ‘chat’

Posted on Sep 18, 2026 5:09 AM

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Answer 1

Sep 18, 2026 5:21 AM in response to Steve808_0

Apple is not here. We are users like you. If you have an issue regarding Apple you will have to contact Apple: Contact - How to Contact Us - Apple (AU)

FWIW, your post does not indicate that Apple lost your MacBook.

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Answer 2

Sep 18, 2026 5:19 PM in response to Steve808_0

Steve808_0 wrote:

I’m uncertain how you leapt to the conclusion I was requesting what seems to be an unethical way to contact Apple?

Let’s me rephrase my question, ‘How would a person who has hearing difficulties and no need for a phone, communicate with an Apple senior advisor? As part of the accessibility options for those living with disabilities, that should be an option available to users.

I doubt I am the only person in the world who has asked for written communication from Apple.

Accessibility Support - Official Apple Support

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Answer 3

Steve808_0 Author

Level 1

6 points

Sep 18, 2026 5:49 AM in response to BobTheFisherman

’Apple is not here’… that is the problem, where is my Apple MacBook?

9 September delivered to Apple

15 September Apple had no idea where it was and escalated to the next level

18 September Apple cannot and will not communicate in writing.

That is nine days they ‘claim’ they have had it. How long does it take to replace a battery?

The contact information you have supplied is for telephone communication

I am in a phone blackspot
Under the accessibility options for people with disabilities, written communication must be provided… it has been refused by Apple.

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Answer 4

Sep 18, 2026 5:53 AM in response to Steve808_0

Steve808_0 wrote:

• ’Apple is not here’… that is the problem, where is my Apple MacBook?

9 September delivered to Apple

15 September Apple had no idea where it was and escalated to the next level

18 September Apple cannot and will not communicate in writing.

That is nine days they ‘claim’ they have had it. How long does it take to replace a battery?

The contact information you have supplied is for telephone communication

I am in a phone blackspot

• Under the accessibility options for people with disabilities, written communication must be provided… it has been refused by Apple.

Again, Apple is not here. This is a user-to-user technical help community. You have to contact Apple if you have an issue with them or their performance. We users have no way to access your account nor can we access your repair history. You need to contact Apple.

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Answer 5

Sep 18, 2026 6:39 AM in response to Steve808_0

Steve808_0 wrote:

For clarity, what you are stating as fact, is there is no person in the Apple ‘user-to-user’ technical community’ that has a way of communicating with Apple using written communication?

We have no way of communicating with Apple Support that isn’t also already available to you. We are not Apple employees and do not have a secret handshake. We cannot address your case. You will need to persevere with Apple Support.

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Answer 6

Sep 18, 2026 8:38 AM in response to Steve808_0

Steve808_0 wrote:

‘… we do not have a secret handshake’

I really have no idea what that means?

It means that we users have no back door way to access your account nor contact Apple about your issue. Apple does not participate in these user-to-user communities and will not see your issue unless you contact Apple.

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Answer 7

Steve808_0 Author

Level 1

6 points

Sep 18, 2026 12:59 PM in response to BobTheFisherman

I’m uncertain how you leapt to the conclusion I was requesting what seems to be an unethical way to contact Apple?

Let’s me rephrase my question, ‘How would a person who has hearing difficulties and no need for a phone, communicate with an Apple senior advisor? As part of the accessibility options for those living with disabilities, that should be an option available to users.

I doubt I am the only person in the world who has asked for written communication from Apple.

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Answer 8

Steve808_0 Author

Level 1

6 points

Sep 18, 2026 6:17 AM in response to BobTheFisherman

For clarity, what you are stating as fact, is there is no person in the Apple ‘user-to-user’ technical community’ that has a way of communicating with Apple using written communication?

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Answer 9

Steve808_0 Author

Level 1

6 points

Sep 18, 2026 6:21 AM in response to Steve808_0

BTW at the bottom of the page is this little bit of information, admittedly I am optimistic; ‘Apple may provide or recommend responses as a possible solution based on the information provided…’

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Answer 10

Steve808_0 Author

Level 1

6 points

Sep 18, 2026 7:33 AM in response to Kilgore-Trout

‘… we do not have a secret handshake’

I really have no idea what that means?

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