Repair Status Question

Question

Level 1

12 points

Repair Status Question

Hi all,

I know a number of you have sent your MBPs in for some sort of repair, and have used Apple Care to do so. I just sent my 15" off last Monday evening (in the DHL box they sent to me), and when I check my repair status, it is still on the 1st tier "Service Requested." (now being Sunday)

My question is, how accurate is this page really?...and should I be concerned that my MBP hasn't arrived at their doorstep? I'm sort of parnanoid it got lost in the mail or something, and I didn't jot down any tracking number before I sent it away with the DHL guy. I only have the receipt I pulled off, which gives me info on the box they sent me, which isn't of much use.

Do they only update the Repair tier once your repair has been completed?

I was kind of hoping to get it back tomorrow (Monday...a week after I sent it off), but that doesn't seem likely. I've read rumors that there may be a shortage of logic boards (which I what I'm having replaced).

My plan is to call them tomorrow if I continue to not see any progress.

Oh, how I miss it 😟

2 GHz Macbook Pro, Mac OS X (10.4.7)

Posted on Aug 6, 2006 6:04 PM

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Answer 1

Mar 8, 2024 12:15 PM in response to TrishP

how do you demand compensation? and with which dept?

If you want to demand compensation call **** and give them your repair status ID. Explain your situation and ask to be transferred to someone who can comp you. They have a standard list of items they are allowed to comp based on your product. For instance, the guy who comped me said that in the past he used to be able to comp isight cameras, but since MBPs come with them, he can't anymore. Like I mentioned, I was comped a 1GB stick of RAM and he was prepared to offer me a coupon for $100 off a second stick of RAM, but that would have only brought it down from $300 to $200. I proceeded to purchase my second stick off ebay for $80.

Mine went to the Texas depot and apparently they are

quite busy. Every rep I spoke to tried to get them to

update the status and also escalated the repair, but in

the end I don't believe it had a whole lot of impact.

It turns out that the depot repairing your MBP has no way of being contacted even by the customer service reps that you get in touch with. How convenient for them. No accountability on an individual Apple tech's part. I don't like this as there is no way to gauge one of the depot tech's performance. I hear stories of products being sent back either not fixed or with something else broken. How do we know who to complain about if there is no way of connecting customer service to the depot? Flawed design if you ask me.

[Edited by Moderator]

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Answer 2

Aug 6, 2006 6:30 PM in response to BobJinx

Hi Bob,

You should call Apple tomorrow to have them give you an update. What your status is showing is that they have not received your MBP. You should have it back already, unless it was on hold for parts. But you would have seen first that it was in diagnostics, then in repair.

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Answer 3

BobJinx Author

Level 1

12 points

Aug 6, 2006 7:01 PM in response to Peter K. Grether

I figured something might be up. I went away on Thursday, and hadn't had access to the internet until tonight (in which I was hoping to see some sort of repair status).

Hopefully its just a goof up...

(Yikes!)

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Answer 4

BobJinx Author

Level 1

12 points

Aug 6, 2006 7:16 PM in response to BobJinx

Of course I'm seconding guessing myself. I tore off the top layer of the slip: "EZ RETURN LABEL-LIFT HERE" leaving what I assumed was the new mailing data underneath. And DHL didn't seem to question it when they picked it up. I was amazed at how simple it was to send out 🙂

I sure hope it didn't get lost in the mail and that things at Apple Repair are just backed up for the moment.

Anyone out there have a similar experience??

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Answer 5

BobJinx Author

Level 1

12 points

Aug 7, 2006 6:14 AM in response to BobJinx

Just for everyone's info, I just got in touch with Apple, who said that the package arrived on the 31st...which would have been immediately after I sent it out...and that they had neglected to move it on to the testing phase (jeez!).

Ugh, I'm glad that they have it, but I wish I would've inquired sooner. I asked them to see if they could expedite things, as I've already been without it for a week. She said they would see what they could do, but couldn't confirm anything until my machine was tested (woo-hoo!).

I better have it back by Friday!

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Answer 6

Aug 7, 2006 8:21 AM in response to BobJinx

Apple is ridculous. They've had my MBP for over a week, and I've confrmed with the repair status peeps that the website doesn't update immeadiatly. Sometimes it takes up to two days to update. What is the point of having a website then? The part for my MBP arrived at Apple this past Thursday, but as of RIGHT NOW, the site still says "repair on hold - waiting for part."

If I were you I would demand some kind fo compensation for their screw up. Mine is one day past the expected turn around time and they comped me a $300 1GB stick of RAM, no questions asked. Your situation warrants much more than mine.

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Answer 7

_ j ___

Level 1

110 points

Aug 7, 2006 8:39 AM in response to My Last Confession

my local applecentre have had mine for 8 days ... fiitted 2 logic boards because the first one they fitted was dead [apparantly]

when i got it back the logic board was faulty [again] and they'd scratched the exterior. plus i also didnt recieve the updated os x dvd for the ne logic board.
do apple test anything before sending it out????

so now its going back to apple via UPS ... for another "10 - 15 days"

how do you demand compensation? and with which dept?

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Answer 8

TrishP

Level 1

95 points

Aug 7, 2006 9:21 AM in response to BobJinx

Mine went in and that showed on the status. First, the status said "diagnosing" and then went to "on hold - need information." And despite my calling every single day for a week and a day, and providing that information immediately, the status remained "on hold - need information." Actually, it only changed after it had been mailed back out. I see now they must have been waiting for a part or two, but my worries would have been quelled had the status reflected that. I had no idea what to expect until it was left at my door. Mine went to the Texas depot and apparently they are quite busy. Every rep I spoke to tried to get them to update the status and also escalated the repair, but in the end I don't believe it had a whole lot of impact. The techs fixed it when they had what they needed and sent it back, which in the end was fine with me. Just thought I'd let you know since delays like this appear to be cropping up in the last 2 weeks.

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Answer 9

Aug 7, 2006 10:27 AM in response to BobJinx

I called Applecare on August 1 about my (now) noisy and hot MPB 15". They dispatched a DHL box to my house, arriving on August 2nd. I packed up my MBP that day and dropped it off to DHL late in the afternoon on 8/2. It showed as received by Apple Repair on the afternoon of 8/3, repaired on 8/4 and shipped out on 8/5 (probably evening 8/4). I received it back this morning. They replaced the main logic board, the battery, and the inverter. They told me that typical repair times are 7-10 business days, but also added that many users are getting theirs back in as few as 4-5 days depending on how the weekends fall. I can't offer any advice, but the service status on Apple's site seems to me to be pretty accurate (at least to within a few hours). I don't know how often they update it, but it has to be more than once per day.

Did you ship yours to Houston or another location?

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Answer 10

Aug 7, 2006 11:25 AM in response to Marc Feldesman

They dispatched a DHL box to my house, arriving on August
2nd. I packed up my MBP that day and dropped it off to
DHL late in the afternoon on 8/2. It showed as received
by Apple Repair on the afternoon of 8/3, repaired on 8/4
and shipped out on 8/5 (probably evening 8/4). I received
it back this morning.

Prior to the experience I mentioned above, Apple has been on target with their ship dates. When I call them EVERY DAY from the day they receive to the 7th business day explaining that the laptop is business critical for a presentation I have on Friday, only being reassured that I will definitely have it by then, I can only complain and demand compensation. Had they told me there was a chance I might not get it, I could have rescheduled my presentation.

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Answer 11

BobJinx Author

Level 1

12 points

Aug 7, 2006 1:22 PM in response to Marc Feldesman

Mine went to Houston, if I remember correctly. I guess I wish it wasn't up to me to keep tabs on things (like checking up on my computer!). The phone rep told me to check back in 2 days on the website to see my repair status. If I don't have it by Friday, I'll definitely complain. A gig stick of RAM wouldn't hurt. And after dealing with the whine and now not having my computer for a week, I would think I deserve something.

In the end, if my machine comes back working and looking the same as I sent it off (MINUS the CPU whine)...I'll be a happy customer.

Sometimes you have to fight for stuff. It's too be expected (unfortunately).

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Answer 12

Aug 8, 2006 8:15 AM in response to My Last Confession

If I were you I would demand some kind fo
compensation for their screw up. Mine is one day past
the expected turn around time and they comped me a
$300 1GB stick of RAM, no questions asked. Your
situation warrants much more than mine.

I would consider yourself lucky that you got a stick of RAM out of the deal. My MBP just up and died one day and wouldn't even turn on. This was on top of some other minor problems that I had been sitting on b/c it wasn't convenient for me to part with my MBP. Today is their 8th business day having the computer (parts on order). After reading your message, I decided to give them a ring to see if I could get some kind of compensation. All they offered to do was to escalate the repair. I asked specifically if they offered compensation and they said they couldn't. I'm going to call back in two more days in ask again.

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Answer 13

Aug 8, 2006 9:29 AM in response to BobJinx

I'm impressed - I think.
I send mine in for whine and heat issues, they received it yesterday.
I checked in this morning. It says that the repair was completed today and that return is pending.

Now assuming the faults has been rectified(?)and that it ships soon - that's a pretty good turn around.

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Answer 14

BobJinx Author

Level 1

12 points

Aug 8, 2006 12:03 PM in response to BobJinx

Well, my status switched to in for repair this morning, but now it is saying repair on hold---ordering part. Any idea how long that will take??? (grrr). Part of me is happy they are replacing the logic board, but i'm peeved by how long this is taking, and nothing has even been done to it yet.

I've read in other threads about people having the "on hold" status.

Hopefully the part will come soon...

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Answer 15

Aug 8, 2006 1:01 PM in response to BobJinx

Mine was in the "on hold for part" status for 10 days. Don't hold your breath. Though I've turn around stories of 3 to 4 days. Depends on the part that they are waiting on. Mine was a main logic board.

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