How do i escalate a repair inquiry beyond local Apple Store Management?
On October 31st, 2013, I took my MacBook Pro w/Retina display into the Apple Store at Barton Creek Mall in Austin, Tx for repair because it wouldn't boot up properly. I purchased the MacBook on January 3rd, 2013. When I arrived at the store, I was promptly checked in and assisted by a Genius Bar employee. The employee attempted several times to get the MacBook to boot up, to no avail, and I was told that I would get a call within 3-5 business days with a diagnosis of the problem and an estimate for repair if the warranty would not cover it. As I was preparing to leave the store, I heard something hit the floor, and turned around to see the employee who had been helping me picking something up. As we made eye contact, she smiled and said that it wasn't mine, so I assumed everything was fine and left. Later, I received an email of the repair work order which showed the problem to be physical damage to the computer, including a cracked screen, not covered by the warranty. Fast forward to now, after 25-30 phone calls, and 4 visits to the store, I still don't have my MacBook, and to add insult to injury, not only was the cause of the problem ever corrected to show that there was no physical damage to the unit when I brought it in, but now they can find no reference to the repair order at all. I'm at my wit's end with the Apple Store at Barton Creek, and I don't know who else to talk to. I just want my MacBook returned repaired. I am a loyal Apple customer, but that loyalty is now, unfortunately, fading fast. Thank you.
MacBook Pro with Retina display
