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New Macbook 12" Failure

Hi,


I bought the new macbook 12" in August this year. Last week while I was browsing, suddenly my macbook LCD started to show over-contrast on those areas with bright color such as white color. There were no change on the display setting and the overwhelming display still remain. I tried for not using my Macbook and planned to service to Apple Authorized Service Provider next to my area. When I was in the service office, the service assistant started to check my macbook display and said it common happened to all macbook types. Temporary idea from them was the broken display might caused by broken machine.

Then they said the service time probably cost 3 weeks till 3 months, then mentioned couldn't commence the service because they didn't have proper tools for checking the new macbook 12", so they asked me to come again when the tools are ready.

Because I am intensively using this macbook, then I asked if it is fine to keep using my macbook in that condition? Replied was it will be fine. In result, a day after I kept use my macbook, the display getting worst.


If my macbook checkup result said that the overwhelming display caused by broken machine, which is display and machine are constituent 100% of the macbook, will I have right to claim replacement for a new same product as a coverage of one year warranty?


From my personal view, I am totally disappointed with Apple. The product is broken after 4 months purchased, the authorized service provider attitude was reluctantly follow up the issue; gave wrong advice; didn't have preparation for proper service. Spent $1200 for this disappointment is unacceptable and it's delays caused by. My colleague, bought another competitor product almost at the same time with the time I bought macbook and with almost similar spec and less price, has no problem until now, as a comparison.


I hope Apple would pay attention on this case.

MacBook (Retina, 12-inch, Early 2015), OS X Yosemite (10.10.5)

Posted on Dec 27, 2015 3:10 AM

Reply
7 replies

Dec 27, 2015 10:23 PM in response to D.Oktriani

Sorry, to hear that you're having problems. The unit is under warranty though. If you're near an Apple Store (You made no mention of your actual location), make an appointment with them for service.


I hope Apple would pay attention on this case.


Note that you are not talking to Apple here, but to other Apple product users like yourself.

Dec 30, 2015 10:17 AM in response to D.Oktriani

I had an ongoing problem with a MBPr that I too purchased in August and had the issue resolved by Apple without difficulty. My machine kept crashing from sleep and when browsing the internet or using mail, typical activities. After contacting Apple support, a senior advisor authorized a repair through Apple. I received a box to mail the computer to Apple. Send and return time, completely paid both ways by FedEx priority overnight was less than 72 HOURS! A logic board was replaced at no cost, of course. Since you are under warranty, contact Apple support, explain the problems, escalate to a senior advisor if you there is no phone resolution, and voila your problem should be resolved.

Jan 2, 2016 7:16 AM in response to CardsFaninExile

You're welcome and good luck. I have been an Apple user since my first Macintosh Classic in 1986. Although I have had to use tech support many times over the years (usually due to my ignorance), this is the FIRST time I've had a serious problem with Apple's hardware; talk about disappointment! The way my problem was handled gave me increased respect for the way Apple does things. Yes, you pay more for a Mac but in the long run I think you benefit. If you haven't yet purchased the 3-year Apple Protection Plan, I'd consider the expense worthwhile not just for the valuable phone tech support, but also the hardware itself. It is the only class of product for which I extend the warranty.

Jan 17, 2016 10:28 PM in response to D.Oktriani

Until now, the Authorized Service Provider didn't call me, though they have my mobile number. Almost one month I couldn't use my Macbook. I tried to contact Apple Support Center and looking for possibility to claim replacement and I still in the warranty period. The Apple Support Center redirected me to a Senior Advisor in Singapore. His name is Owen. I got more disappointed :


1. I explained that the Authorized Service Provider only registered my mobile number and asked me to wait (without clear information until when) until they have proper tool for servicing my macbook. Instead to find clarity about this, Owen said that what I told him is not sounds like an Authorized Service Provider. I got feeling that he doubt me but he didn't try to contact the Authorized Service Provider! And what an Authorized Service Provider should sound like?!


2. Because I was asking for replacement, he said I AM NOT ELIGIBLE FOR REPLACEMENT. What is the reason? Is it because my region, distribution issue, or what? He said, because my macbook unit is not repaired. OF COURSE, IF IT COULD BE REPAIRED, WHY SHOULD I ASK FOR REPLACEMENT ANYMORE?? Of course if it fixed then the issue is done. BUT THEIR AUTHORIZED SERVICE PROVIDER EVEN STILL NOT CONTACT ME! Because I have reference that the replacement is faster than waiting the Authorized Service Provider to contact me, Owen said the replacement could cost MONTHS!! Now I doubt that maybe they are waiting until my warranty period is over!


3. I tried to explain that the Authorized Service Provider where I came to service my macbook didn't have the proper tools to check my macbook. Then Owen said that they are not having the parts. The parts. Not the tools. OF COURSE I KNOW THE DIFFERENCE BETWEEN THE TOOLS AND PARTS! BUT THE PARTS COULD BE PROVIDED IF THEY HAD TOOLS TO CHECK MY MACBOOK ISSUE AND PARTS READY AFTER REQUESTED TO APPLE! I've been treated like a fool!


The Senior Advisor didn't helpful at all! It seems he avoided me to claim replacement but reluctant to check the evidence of my broken Macbook! He insisted to bring my macbook to Authorized Service Center without trying to confirm which one is ready to service my macbook! He was just suggested me to bring my macbook to faarr awayyy Authorized Service Provider. This is utterly confusing!!


Now Service Support Center asked me to go to another Authorized Service Provider and see if that Authorized Service Provider is also not ready to service then Service Support Center asked me to summon the Product Specialist to talk with them. Another talking, talking and talking!

New Macbook 12" Failure

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