Poor experience with repair

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Poor experience with repair

I'm a long timer for Apple ecosystem. Had a very poor experience (repair pending) with repair on my macbook. My 15" MBP was having flickering display issues, took to Genius Bar, reproduced it and it was sent for offsite repair (1/24). It's the only computer I have, but I parted with it hoping it will come back healthy. I was given back my MBP on 1/28. I took it home, didn't even think about turning it on in the store trusting the repair, only to find it was a mistake. When I brought it home, MBP will freeze on start up and shut off. Happened multiple times, then freeze on login screen, then during login process. Finally I was able to login, but it kept freezing and crashing. I had to take another appointment with Genius Bar, took it back to them. First, the genius wasn't even ready to believe something like that could happen. But it happened for him as well. 45 min later, it was again off to offshite repair. In short, I don't have my primary and only laptop for a week now, hoping to get it back sometime next week. Is it normal for me to upset when a 2K+ laptop breaks before completing a year and repair breaks by Apple breaks it even further? There is no loner policy to recoup my lost productivity. Is there even a process of quality check that exists for apple repairs?

MacBook Pro (Retina, 15-inch, Mid 2014), OS X El Capitan (10.11.3)

Posted on Jan 29, 2016 7:27 AM

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Answer 1

Jan 29, 2016 7:31 AM in response to bajrangpande

You are not addressing Apple here. We are users like you. If you would like to contact Apple use the Contact Us link located at the bottom of this page.

If you have a specific technical issue you would like help with please provide the details of the issue and we will try to assist.

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Answer 2

bajrangpande Author

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Jan 29, 2016 8:56 AM in response to BobTheFisherman

Thanks for your response. I don't really know if I should contact Apple and how will that help. I wanted to share this to community and see if there are more people in similar situation or I'm just the lucky one. Interestingly, I had similar issue in 2009 when my then mabcbook failed right after it was repaired. So it's kinda Déjà vu for me. I hope Apple reads some of these forums and tries to make their processes better. Personally, I don't see any difference in last 6 years, that disappoints me.

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Answer 3

dwb

Level 7

33,298 points

Jan 29, 2016 10:19 AM in response to bajrangpande

Your computer wasn’t repaired properly - knowing if that has happened to others isn’t helpful to you, is it? What would be helpful is contacting Apple directly via phone or registered mail preferably and talking to customer support - not tech support. You could also try contacting the manager of the store you dealt with. While you really don’t need to know if this is a common problem Apple does need to know when this kind of thing happens.

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Answer 4

Jan 29, 2016 10:29 AM in response to bajrangpande

There is no loner policy to recoup my lost productivity.

If a computer is critical in your profession then you need to have a second computer available to you for just such contingencies. Include it in your operating budget.

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Answer 5

bajrangpande Author

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Jan 29, 2016 11:09 AM in response to dwb

Thanks for the advice. I've filled in a feedback form and sent to Apple. Hopefully someone takes notice of that.

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Answer 6

bajrangpande Author

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Jan 29, 2016 11:13 AM in response to Limnos

Well, this is subjective. I do not want to double my expense on a product that needs upgrade replacement every so many years. The reason for buying the 15" MBP vs another windows laptop is better reliability, performance and support. If I keep another equivalent laptop for contingencies, I'm doubling my expense and not all businesses have that much budget. But, I appreciate your suggestion, may be I should keep a cheap alternative around for situations like this. Lessons learnt I guess.

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Answer 7

Jan 29, 2016 11:25 AM in response to bajrangpande

If it is just a replacement, your Backup computer could be much older, much slower, much less capable, and still give you relief from NO computer available.

Consumer Reports still reports current Apple Computers as more reliable than current other brands.

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Answer 8

K Shaffer

Level 8

36,070 points

Jan 29, 2016 12:48 PM in response to bajrangpande

Perhaps if you have a desktop space for a Mini model computer, one that allows

you to upgrade it easily; a pre-owned one may be found at fair price. Whether or

not it should be running the same latest OS X as your portable, is another matter.

An older OS X may have a feel or design better suited to your work, than latest.

However your work flow may keep you in one OS X and similar applications.

An i5 or i7 dual or quad core with removable RAM and more accessible insides

can be a good item; these should outlast some portables because they have no

integrated display; so fewer parts. With an SSD or flash drive, nothing moves.

If you can locate an original owner who is upgrading or changing their setup, a

good condition i5 or i7 (or a server with two 1-TB HDD?) may be worth a look.

Something with low hours, still on AppleCare. The Late 2012 was still sold new

via Apple until about October 2015, in basic configurations. (Started at $499.) A

few were also available at other resellers; now they may be on amazon.

Good luck! 🙂

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