6 month old MacBook Pro is on its second logic board

[Jlo504]

So I’m pretty upset with Apple support. Below is a long yet brief explanation of what I’ve been dealin with. Any advice would be greatly appreciated. In late March 2018 I bought a 15” MacBook Pro. In late August my computer crashed. I brought it in in as soon as I could get an appointment at the Genius Bar. I was told it needed a new logic board. I got it back and it couldn’t connect to the internet through WiFi. I brought it back in and they reinstalled the software which made it work. After noticing that it was loaded with 10.12 instead of 10.13 I updated it causing the internet and WiFi not to work again. So I again brought it back in where I told them it seemed that my computer couldn’t run 10.13. They said the Operating system needed to be reinstalled yet again and that I needed to leave it with them since I had to go to work. I came back a few days later where they said they needed to reinstall yet again and I needed to come back. And when I came back later that day I was told it needed to be sent back out to be repaired for a second time and that it would take 5 to 7 business days. I called AppleCare today and they said it seemed they were replacing the logic board. I have now been without my $2850 (with AppleCare) 6 month old computer for almost a month now. All I have gotten was apology after apology and that if it breaks a third time they will definitely address it. I feel as though I have been getting the runaround and feel like a bought a lemon and not sure what to do.

 

[chscag]

Welcome to our forums.

Although it's rare to have a new machine break down so often, it can certainly happen. What I suggest you do is contact the store manager and let him/her know (very politely) that this is not satisfactory and that you believe you received a defective machine that continually needs repairs. Let them know that you want a new replacement machine not one that needs repairs. They should be willing to do that for you.

If necessary, you may have to elevate the problem even higher. Make sure you keep all paper work, names, times, etc of what transpires. And at all times, act politely and be as courteous as you can. Keep in mind that the folks who work at the genius bar are usually very busy.

We are sorry to hear of your troubles with your MacBook Pro and hope that you can get this resolved soon. Please keep us informed.

 

[pigoo3]

So I’m pretty upset with Apple support.

All I have gotten was apology after apology and that if it breaks a third time they will definitely address it. I feel as though I have been getting the runaround and feel like a bought a lemon and not sure what to do.

I would disagree with the assessment of the whole situation. Sounds to me like you've gotten TERRIFIC Apple support. From the facts given...sounds to me at no point in the process did Apple support ever give you a hard time about anything...never refused to help you...never gave you a hard time. Sounds like they did everything they could.

I do 100% TOTALLY agree with you that it's very inconvenient to run back & forth to the Apple store multiple times...and no way should you have this many problems with a basically brand new computer. I think the real issue here is that this particular computer does sound like a "lemon".

And like you mentioned...usually when Apple has to deal with a situation like this 3 times...they will usually give you a brand new replacement computer (sometimes with upgraded specs...but no guarantees on that).

Please hang in there...and please let us know how things finally turn out.

Thanks,

- Nick

 

[Raz0rEdge]

It is not normal for a brand new machine to require 2 logicboard replacements and the line of "this machine doesn't support 10.13" is just straight up BS from a incompetent tech. It is NOT OK for you to be out of your machine for the period you've been out of and you indeed have a lemon on hand. Please make sure that you document all of the issues and I would send an email directly to Tim Cook ([email protected]) with the entire case history and asking for a reasonable resolution. In this case the resolution would be replacement of your current machine with a different new one.

I would suggest being ultra-polite and professional but stern in your correspondence. You are within the first year of AppleCare and you want to make sure that this machine is something you'd want to keep for a long period of time and purchase additional AppleCare for.

 

[ipadder474]

I feel Apple should give you a brand new 15 inch Mac Book Pro, reading many sad stories over the past years, bought non apple computers and run Windows and have not had a single one to fail and some are over 6 years old.
I still have my old 13 inch Mac book Pro. it still works but i hardly ever use it.
I am a big fan of Apples iPhones and IPads but not their Mac.s.

 

[pigoo3]

This is an unusual case. The vast majority of Apple portable computers are just fine. When there are issues...Apple takes care of it better than anyone.

- Nick

 

[macgig]

I've bought a lot of macs over 25+ years. only had an issue with one. A video card died on my 2007 imac. apple repaired it for free a month after my applecare expired. otherwise I've been pretty lucky so far. so it's not the norm but I guess it could happen. Id be interested to see how it works out for you so let us know.

Not sure why it takes a month to replace a logic board. That makes no sense to me.

 

[chscag]

The overwhelming stories and anecdotes concerning Apple Customer Support have been positive. There's always someone who will relate to the bad experience he had with so and so at such and such an Apple Store, but that's a rare occurrence. I've had a lot more bad experiences with inept mechanics and sales people at car dealerships. And I believe the number one complaint about poor service relates to automobiles and the repair of. ;D

 

[ipadder474]

The overwhelming stories and anecdotes concerning Apple Customer Support have been positive. There's always someone who will relate to the bad experience he had with so and so at such and such an Apple Store, but that's a rare occurrence. I've had a lot more bad experiences with inept mechanics and sales people at car dealerships. And I believe the number one complaint about poor service relates to automobiles and the repair of. ;D

I always try to buy Apple products from my Apple store, just bought a iPadPro from it yesterday but some times it's not possible but it always gos really smoother at the Apple store.

Had to deal with a sprint store for a new apple iPhone8Plus took over an hour of having a sales guy keep trying to up sell me, put it on my Sprint act. when i told him i was paying up front for new phone, then he had trouble just running my credit card then had trouble trying to set up the phone, this would never happen at an Apple store.

 

[chscag]

I was a Sprint subscriber years ago but gave up on them due to the poor customer service they rendered. I guess if the government approves the T-Mobile - Sprint merger, we will no longer see the Sprint name on anything. The merger gives T-Mobile the rights over everything. Not sure if that's good or bad. Less competition.

 

[ipadder474]

I was a Sprint subscriber years ago but gave up on them due to the poor customer service they rendered. I guess if the government approves the T-Mobile - Sprint merger, we will no longer see the Sprint name on anything. The merger gives T-Mobile the rights over everything. Not sure if that's good or bad. Less competition.

That just might happen and Sprint is iffy enough as it is and T-Mobil is a really pushy provider, all the cell providers know everyone today really depends on their cell phones, and they know it and they also know they can do just about anything they wish and no one will stop them.