What has been your experience obtaining repairs and replacements for your Macs from Apple?
When I had issues with my iPhone a couple years ago I took it into an Apple Store and nearly immediately they offered to replace it and did it on the spot. It had a focusing problem with the camera and the Genius Bar advisor couldn’t really tell, but he said “no problem, let’s just swap it out for you.”
I had a far different experience when I had issues with my 2013 Mac Pro that is still under AC+ warranty. I visited the Apple Store five times (eight times counting pickup) to try to get the issues resolved. It was having an intermittent shutdown issue and the techs at the Apple Store had difficulty reproducing it. On the first repair attempt they reinstalled the software. On the second they sent it to depot and replaced the GPUs and CPU card. On the 3rd they said they would keep it for longer; a week or two to be able to fully reproduce the issue and so they could order parts and repair it in-store. Two days later they called me and said they couldn’t reproduce the issue and told me to come pick it up without having done any repair on it. They claimed the issue must be due to some external environmental cause (one example they gave was too close to the window in sunlight).
When I came to pick it up I asked to speak to the manager and explained to them how inconvenient this was and if there was a more efficient way we could resolve this. I mentioned that they replaced my iPhone on one visit as an example. The manager told me we weren’t at the point yet with the Mac, but they said “if it’s still having issues after this I’ll replace it for you.” They gave me their name and direct email, and added notes on the case that we talked about replacement if it’s still having issues. The odd thing was when a tech brought the Mac Pro out and set it on the table they looked at it and mumbled “that’s not what I was expecting at all” and “I hope you don’t email me about that.” But then they said “well if it’s fixed now I want to hear from you either way.”
When I took it home and tested it out I found that it still had the issue and it also started freezing, which was a new problem. So I sent the manager an email letting them know. I didn’t get a response from them the next day, so I made a new Genius Bar appointment at the Apple Store. At that appointment I explained what I talked about with the manager and the advisor read the notes in the case. They said they have to team up with an admin on this. So they walked over and talked with a manager that was on duty that day (the manager I talked to previously was not there) and stood there about 10 minutes talking. The manager looked frustrated.
Then they walked over to me and the manager says, “We’re trying to get an idea of which Mac would be best for you. What do you do for work?” (That seems to be a common question at the Apple Store. Are they trying to find out if I’m wealthy?) I told them and the manager says they “could offer me what’s called a customer replacement unit, but it’s quite a process, and we’ll have to get approval from admins upstairs.” Then they said, “But instead you could trade-in your Mac towards a new one. I think that’s a better option for you.” (I’m thinking why would they want a faulty Mac as a trade-in? They must think there’s nothing wrong with my Mac and that I’m lying about the issues.)
Then they left through the back doors to presumably go upstairs. About 10 minutes later they returned and the manager sat down with me and said, “I tried to order you a replacement unit, but the system won’t allow it because we don’t sell Mac Pros in the store. Your Mac Pro is also obsolete.” They said I could call AppleCare to see if they could do anything more for me and also offered to send it back to depot for repair. I told them I’ll think about these options and I took the Mac back home.
Then I called AppleCare and a senior advisor took over the case. I explained to them about what had happened so far. They told me the first manager I talked to set an expectation that it would be replaced and so I should choose that option and reject the other manager’s proposal to send it back to depot. However, they said they needed confirmation about the replacement offer from the manager. They set up a time to call me and the manager at the store. They called the store and found out the manager was going to be in that afternoon and that the manager would call me at 2 pm. The AppleCare advisor said they would call back at 5pm when they were back on shift.
Meanwhile I sent the manager another email, about my visit the other day and about the case being handled by an AppleCare advisor. I did not receive a reply to either email from them. They did not call me. So I drove down there. I figured well maybe I jumped the gun a little mentioning replacement and if they don’t want to offer that now then I’ll just drop it off for repair again.
I was able to meet with the manager and I asked them what we should do (if they wanted to replace it or should we send it in for repair again). They explained they could only replace it with a MacBook Pro (something they sell in-store) via trade-in and a discount.
I mentioned the AppleCare advisor was happy to offer replacement, but wanted approval from them first. They said “a like for like replacement? At no charge?” (And I’m thinking why would a warranty replacement cost something?) I said, “I don’t know. We’ll have to talk to the advisor about that.” They told me they were onboard with that, and so I left. Then the AppleCare advisor called me and put me on hold to call the store. When they came back on they said, “Well here’s the thing. Your Mac is obsolete and we don’t have a like for like replacement available for it. So the only thing we can offer you is repair.” I tried to argue that my AppleCare agreement specifies an equivalent replacement and quoted consumer protection law, but it didn’t help.
Someone else told me Apple replaced their 2013 Mac Pro with a 2019 model with little trouble on their third visit (it appears at least part of the pushback I received is due to the fact Apple has not kept 2013 models for warranty replacements and can only offer 2019 models as like for like exchanges). But they are in another country and they probably have better consumer protection laws. Maybe it also depends which Apple Store you go to or who is handling your case.
The good news out of all of this is that I tried a different power cord with the Mac and it hasn’t been shutting down (the cord that comes with the Mac). You’d think that’s something Apple’s techs would have thought of. (I sent the AppleCare advisor and Apple Store manager an email letting them know so hopefully they don’t still think I’m some thug who was trying to steal a new Mac Pro from them.)
So I’ll continue to use my Mac Pro for as long as it suits me and I like it still. The current model is getting pretty cheap used anyways as people try to unload them in anticipation of the AS version (I watched one sell for $3k on eBay that has AC+). So I can pick one of those up if I want, or something else, when it comes time to replace this one. I don’t know why Apple closely guards them. Of course it’s ridiculous why they still want $6k for an outdated computer.
