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Wow. I've had this same problem for months. I spent over an hour on the phone with Support just trying to describe the problem, until they came to the conclusion that there was absolutely no way to send me new ones or to have me send them my broken ones...because I live in Puerto Rico. The week prior, Apple had sent me a new cable for my phone in 2 days flat, yet when I had a problem, there was nothing they could do about it.

This is a very known feature of Apple, especially if you are subscribed to Louis Rossmann's channel. Basically, Apple is going to treat you first class only until you have a hardware problem.

Not just allergic to any hardware needing repair, Apple will go out of their way to make your life miserable. At the very best their repair is to replace most of your device for a hefty price, at worst they will flat out refuse to help even if you offer them to pay out of your pocket but also put their legal departments to work ensuring there is nobody else on the market to compete with the service they don't provide, stop shipments of parts that don't infringe on any trademarks or patents, and so on.

I don't know dude, they've replaced like, 3 laptops for me, all the keyboards, everything. They fix it all, no problem, everything is easy when it's scheduled by appointment.

I'm never at fault for the issue though.

> They fix it all, no problem, everything is easy when it's scheduled by appointment.

The fact that you need to schedule an appointment in the first place is horrible customer service. When I buy a product from NewEgg, if there's anything wrong with it, they immediately ship me a new one and a box to return the old one in, no questions asked. When my ThinkPad started having issues eight months after purchase, they sent me a prepaid return box, fixed it, and sent it back quickly. When I've had problems with MacBooks, I've had to schedule an appointment, drive to the Apple store, wait in line, explain my problem, let them ask a zillion irrelevant questions (the equivalent of 'did you try rebooting?'), and then come back in a few weeks to pick it up. They are hostile to customers when it comes to hardware issues, and they almost never admit that their products are faulty. Look at how long it took them to fix the TouchBar and keyboard failures a few years ago.

Apple will fix your product if it's under warranty, but they won't make it easy, and they won't pull a defective product and re-engineer it until the bad press overwhelms them. They're not great at this aspect of customer service.

Are you serious? Last time I had my Macbook Pro repaired, they sent me a prepaid box, I mailed it to them the next morning, and I had it back in 3 days. Other than a tech personally coming to your house, what else do you expect?

I've lost lots of very valuable information by storing it in a MacBook due to their lack of customer service or acceptable repair times for essential goods like laptops. Never again.

Once they’ve acknowledged a major fault, yeah. But until then it’s denial and nonsense and stupidity. My last Mac was a 2007 MBP - the one with the melty GPU. It’s actually still functional on the third board but the fuss and nonsense around getting the first two replaced when everyone knew there was a common fault (except Apple apparently) was pretty pathetic.

Maybe it's a little unfair to judge them based on a computer from over a decade ago?

My last Mac was a Power Mac 6100/66 and at the time I couldn't have cared less about the Apple III, for instance.

Is there still a way to get that fixed by Apple?

That's only for first-world countries with Apple stores. Without both of these, you are out of luck.

I had an MBP with a fried motherboard, out of warranty and paid for it to be replaced out of pocket (400 eur or so). Some months later Apple contacted me and WIRED money to my bank account to compensate the cost. This was for an Early 2011 MBP and they had GPU replacement program for it after a lot of reports about issues.

All of this in North Macedonia, with no Apple stores (but the fix was done at an authorized reseller). To be honest I was kind of amazed they did that and definitely left a lasting good impression of them.

Given I have some hardware trouble with my current MBP. Can you tell me what the process for the refund is? (I'm being quoted $800 for a battery repair).

Apple offers battery replacement at a fixed price for MBP at their service centres, and the price is $129-$199 in the US depending on which model.


    MacBook Pro                               Out of Warranty
    16-inch MacBook Pro                             $199
    15-inch MacBook Pro with Retina display         $199
    13-inch MacBook Pro with Retina display         $199
    15-inch MacBook Pro                             $129
    13-inch MacBook Pro                             $129
    17-inch MacBook Pro (Vintage)                   $179

    MacBook Air                               Out of Warranty
    13-inch MacBook Air                             $129
    11-inch MacBook Air                             $129

    MacBook                                   Out of Warranty
    12-inch MacBook                                 $199

I'm not in the US.

I wonder who downvoted.

I'm not in the US either.

Where I live Apple offers the same fixed-price battery replacement service but in local currency.

But if I go to a non-Apple store, but an "approved seller" of Apple products, they will quote a much higher price. I challenged them about this once, and they said it wouldn't be cheaper anywhere else, so I showed them the Apple page and they admitted that was much cheaper and I should go to the Apple store.

I told you about the Apple service in case you were being ripped off and would appreciate knowing about the Apple fixed price service, if you are in a country where they do that.

US $ prices were provided because you quoted $800, presumably US $. Other country prices are on the Apple website with a bit of searching. Look up battery service.

Refund method was asked for, which is rather dependent on country. If you're in a less-likely-for-HN country and asking how to get a refund it would make sense to say which country.

If your device is old they consider it “legacy” and won’t fix. Legacy I think is 5 years.

That's a shame. I'm very happy with my 2013 rMBP, but would like to replace the battery. That's the only thing wrong with it.

People are still recommending second hand 2015 rMBPs as the "last good" ones. It would be a pity if they can't have batteries replaced.

You can DIY or get an independent repairer to do it. How to video https://www.youtube.com/watch?v=Lue6lVWhh4o batteries available on ebay, amazon.

I wonder how much a keyboard replacement is.

I think your fix would have to be eligible for some program of theirs like the one they had for the GPU issues [1]. Best to check with an authorized reseller/service and have a look at their current Repair Extension programs [2].

[1] https://www.macrumors.com/2017/05/20/apple-ends-2011-macbook... [2] https://support.apple.com/exchange_repair

$800 for a battery??? how can a price like that be justified. I recently replaced the battery in my XPS13 myself for $90.

There is no "battery repair" for $800. Can you give us more of the story please?

new 2018 MBP battery can't be repaired and you have to replace the whole casing.

The price of the battery is like $250 and it includes the whole top case. It's the exact same part where the price depends on the CompTIA failure code selected by the technician doing the work.

Yeah but the OP is talking about a 2011 MBP.

One of my laptop speakers broke. They replaced the entire top of the laptop. Didn't ask for an invoice because they saw the laptop was covered by warranty. I went to the apple support page, scheduled an appointment and had my laptop fixed at no cost in a week. This happened two years ago, in Argentina. The laptop was bought in the US.

They replaced an iPhone 6 bought abroad (on their store) by a new one in an Apple Store when it had a problem (which didn’t even warrant remplacement and I think the problem was actually fixed but the staff nor I recognize it at that tule). Whole operating took less than half an hour. Honestly that’s what I call stellar service.

You say that, from what I've experienced their support is far inferior in the UK to what you'd get in the US.

That's true. I live in a country that only recently got an Apple store. Prior to that, the 3rd-party Apple vendors were making a killing with upgrade costs and replacement parts and so on.

Was a definite change in the local market when Apple Store arrived.

I've been in both sides of this. Seems like there's a limited range of issues they consider "valid", which tends to exclude design flaws (c.f. "you're holding it wrong", staingate). Outside of that visual confirmation seems to help a lot, my success rate on the phone is low until I start sending photos (and they still take days for replacements with parts in-stock).

Anecdotally Dell and Lenovo will send technicians on-site to fix the issue. Easy when scheduled by appointment is table stakes; for stuff with iProduct pricing and positioning, they're not doing that great.

Add HP to the list of companies with on site support. I got several components replaced at home in my laptops in the last 14 years.

Do we need to subscribe to any special plans to receive such service? Or do they do that regardless of warranty and when/where the product was bought?

I bought the on site service warranty. It was about 100 Euro for 3 years (as in 33.33 per year) for my zBook 15 back in 2014. It got much more expensive on the fourth year (maybe 100+ per one year), then basically started to cover nothing. I got a quotation for 400 Euro to replace the keyboard. The original backlit one is about 130 Euro, the not backlit one is about 40. Of course the difference is next business day replacement but for a keyboard it's never so vital. I already replaced it myself a couple of times and bought a spare one because they'll run out of parts sooner or later. I keep my old laptop as a spare and kind of know what to buy next, ideally the same laptop, maybe a little lighter and with no number pad.

This is certainly false in my experience. I’ve had prompt repairs done with no questions asked a few times, even replacements of small parts, like a fractured cable.

At least there's some consumer protection laws there.

I had an issue with my 2017 MBP where the speakers would conk out; I've had it fixed under warranty / recall, but because Apple sucks when it comes to repairability they had to replace the whole top cover, keyboard, touchpad, the works.

Same. Never had a problem.

Same here, been through many replacement cycles with Apple, and whenever it was clearly Apples' problem, they replaced the system, no questions asked.

There was the NVIDIA GPU flap, the thermal paste issue, the screen bleed, and even an iPhone - 3 MacBook replacements, and an iPhone, for free, because Apple took responsibility for having designed and shipped a shitty product (really, all were flaws in Apple's supplier/manufacturing).

If, however, I try to get a freebie for having gotten an iPhone wet, well .. bets are off there.

And I think that's only fair really.

How do you let Apple make mistakes "many times", yet still buy their stuff?

If a device I buy fails for what I consider to be a design or manufacturing mistake, I'll be wary of the company. If it happens again, I won't buy more of their stuff.

Because I keep using their stuff, quite proactively, and productively, and when it breaks and its Apples fault, I can go back to them and get a new one, no questions asked, and get back on with using the thing.

vendor lock-in, hard to use anything else. Addicted to Mac ecosystem, lots of data in iCloud, lots of purchased music, videos and apps from their stores? :P

Literally, none of the above in my case. I don't use iCloud, no purchased music or videos, and 'brew' is my app-store. I could switch to Linux in a heartbeat, and probably will, with my next hardware upgrade. But in the meantime, Apple keep me on their platform by providing superlative replacement service.

The nVidia one at least was totally nVidia’s fault (at the time I had a Dell with the same fault that needed two motherboard replacements), and that soured their relationship with Apple to the point that you’ve never since been able to buy an Apple product with nVidia technology in it.

Did you have AppleCare tho?


They refused to replace an iPad whose screen shattered after falling from a chair less than two weeks after my wife bought it. One should note that it was specifically recommended to her in the shop as a good device to let the children watch Netflix on. Obviously, it wasn’t fit for that purpose. All they offered is buying the exact same fragile device again at a discount. I was so angry that I contemplated secretly putting “Careful, fragile glass! Breaks very easily.” stickers onto the devices in the shop. :)

It would really be incredible if Apple devices were the only device with unbreakable glass screens. That's why phone cases are ubiquitous. Why should they pay for your negligence? You might have a point if they refused to replace the screen at your cost.

I managed to drop my old Nexus 5X several times (from regular usage height, on a variety of surfaces), and it never even got any obvious scratches.

Screen design are all about tradeoffs, but some people got it right years ago.

Force = mass × acceleration. The larger size of the tablet means that if it fails at an angle where the glass is subject to the impact, the force will be greater. It's possible that tablet glass is designed to withstand a larger force to compensate. I don't have any info on that, anyone has any insight into this?

I also managed to drop my iPhone without it getting a scratch. It does not prove anything, though. Glass is a fragile material and seemingly similar shocks can have very different results. AFAIK most of high-end smartphones use the same gorilla glass.

There are different revisions of the Gorilla recipe, with different tradeoffs.

The 5X in particular also made a bunch of other decisions that helped the glass survive, like having the frame raised slightly past the glass, so that the frame would absorb the impact rather than the glass itself.

I had a Nexus 4, with a glass back and I dropped it and chipped it early on. Since then I use a case, but I've never broken a screen for whatever reason.

Not all glass is equal. There is a trade-off between being scratch-proof (harder glass) and shock-proof (softer). Apple seems to be particularly aggressive in going for the former. Also, Apple tends to sacrifice robustness for elegance. Both design decisions make iPads less suitable for children than the average tablet. My wife’s mistake was to trust the advice of the Apple salesperson who claimed that the iPad is a good choice for children.

I firmly believe that when I buy a phone I take ownership of the phone and this means also responsibility and potential risk of the phone being destroyed through my carelessness. Since Apple is no longer owner of the phone they are only responsible for their own actions with regards to the phone.

That still means if there is a hidden fault in the phone or they brick it by sending an update, they are still responsible in my understanding. But no longer if I give the device to family member and he/she is careless enough to sit on it.

And I firmly believe that if a company sells you a product and claims that it is fit for a particular purpose, you should be able to get your money back if it turns out that this was not the case.

Okay... and you also expect the car manufacturer to replace the car your wife crashed?

When you buy shiny sleek phone with edge-to-edge screen you should understand this is not a phone to be dropped or sat on. It is not possible to fit so much screen, electronics and battery into such sleek enclosure and make it drop resistant. If you need drop resistant phone, there are phones that advertise the feature (see: https://www.techradar.com/best/best-rugged-smartphones)

In other words, dropping an iPhone is not an intended use of the phone.

I would argue that Apple were 100% correct here.

Why? They sold us a product claiming it is fit for a particular purpose and then it turned out this wasn’t true. A device that cannot withstand being dropped from minimal hight is not suitable for children. Period.

Did you have AppleCare?

This is why I no longer buy AppleCare or any other extended coverage product from Apple.

In 2008 I bought a new 15” MacBook Pro and two coverage policies: AppleCare for manufacture issues and Safeware for any accidents. One day in the first year or two the keyboard stopped working, I took it in they replaced it. Then about a week later it wouldn’t boot. I took it in and a tech at the Apple store (Emeryville Calif) insisted it must be some kind of liquid spill. Because there was “Schmutz” on the side of the motherboard. I guess their theory was I spilled colored liquid or soup or something on it (??). Now I was covered against accidents the problem is there was no accident. Apple refused to even examine the machine beyond glancing at the side of the motherboard which apparently could be done without disassembling the machine. Couldn’t file a claim against Safeware because that would be fraud. I get mad still just thinking about it. I bought a MacBook Pro 13 2010 like a chump.

You bought insurance, got your claim certified by Apple, and refused to file your claim, throwing away $2000 to spite Apple, and then gave Apple another $2000?

Your accident was buying a computer from a company who didn't honor their warranty, or something that happened when you weren't watching.

They said it would have been insurance fraud. Would you commit fraud to recover $2000? How much is your freedom worth?

I don't see much issue with making an accident claim given there is "proof of an accident that I did not witness". If the insurance denies Apple's proof is sufficient then the ball is back in their park.

In that situation, get it in writing from the Apple person that they're not covering it because 'liquid damage' and take them at their word (who's to say it didn't have liquid spilled on it when you weren't watching), then claim for accidental damage. You can be fully honest - no fraud here surely?

How about not buying any product of Apple at all?

Whether its laptop, desktop, phone, watch or tablet - there are mature "replacement" for Apple and they work many times even better!

This is such a biased comment. Even people who don’t buy Apple products will admit that so many aspects of their hardware is genuinely premium and not met by other manufacturers. The quality of the trackpad is at the top of the industry, and you’ll find nearly anyone admitting this, whether they use Apple products or not. And I’ve seen plenty of exclusively Linux-using developers have a wow moment when they sit down at a retina screen. To say that everything is greener on the other side it’s just silly. There are pros and cons.

>when they sit down at a retina screen

Please. High DPI screens are old hat. And Apple continues to stubbornly refuse to put touch screens in their computers, because they know what's best for you.

Not only that. As an engineer with 28 years of experience, I'm pass "Wow" times. I worked with enough "wow" engineers who had everything top shiny with Apple logo but when it came to fixing something they spent minutes smooth scrolling then clicking and waiting for nicely animated warning popup that fell down from top and bounced back very nicely like a real tennis ball before they had a chance to click call to action. After they were done getting to it, I turned around and told boss "fixed and pushed into production".

The bottom line is that you can definitely deliver cargo of potatoes bags into your fries&cola stand in a shiny new Lamborghini and "wow" everyone around... you can also have a Nissan minvan to do so equally good or better.

None of what you’re saying changes what I said.

To be fair I'd rather not have a touch screen on my laptop to haphazardly poke and prod at

I agree, I believe this is one area where Apple made the right decision. A computer should either be used like an actual computer, or used as a mobile device. It takes more than just a touchscreen to make it the latter. So it doesn’t make sense to add it arbitrarily. Now adding a keyboard to a mobile device, however, does offer some nice flexibility without compromising on the mobile aspect of it.

Just because Apple makes things that are difficult to impossible to get repaired doesn't mean they are bad.

Apple doesn't aim at the low end of the market. Users can think of this as another part of the cost of the device.

I have a Thinkpad that is 6 years old. I have spilled things on it twice, and fixed it both times myself (both times completely drenched, once with latte, once with mineral water). I would like it to die but it just refuses to give up. If I was MBP user the problem would have been solved for me a long time ago and I would be happy owner of succession of laptops.

Also keep in mind Apple won't have to pay full retail on a replacement item.

How is this a feature of Apple? I had the same experience with Sony Vaio’s in the early 2000s, corporate Dells, HP zBooks, and Apple Mac’s. Either they don’t bat an eye at the repair or they interrogate you about a liquid indicator or some other small issue to get out of it.

Going through it with my HP zBook that is making a squeaking sound from the speaker. “I do hear a little noise but the speaker works fine. No problem here. -HP Support”

Apple’s margins are wayyyyy higher than any of the other companies you mentioned.

You’d think they could sacrifice some of that margin for a better customer experience when it comes to repair, otherwise what’s the point of buying an Apple device.

Yes but then they wouldn't be the most valuable company in the world.

You seriously think people would pay or buy less of Apple products if they provided better repair options?

There’s more to stock prices than the number of people buying your product. GP’s point is profitability also matters and repairs cut into that.

Yes. Apple is a religion and faith needs to be regularly be tested in order to grow stronger.

Apple is fine as long as you're under AppleCare(+) - you don't care if they have to swap out a whole motherboard for a single blown 0 ohm resistor as long as they're the ones paying for it. When I had the original 2012 MBP Retina, AppleCare swapped out literally every single part on it piecemeal, with no complaints.

The hell starts when your AppleCare ends (unless you're lucky to be covered by an repair extension)

> you don't care if they have to swap out a whole motherboard for a single blown 0 ohm resistor as long as they're the ones paying for it.

Some people do care about sustainable and environmentally friendly practices though.

They do sell refurbished machines, we don't know if the parts are repaired and put into those

We don't know but perhaps we might agree that this is most unlikely?

Not to mention their extensive recycling programme.

Apple’s re-cycling program has always been corporate green-washing. It’s far greener to make the maximum possible use of your very resource intensive products. That would eat into Apple’s profits however, so they go out of their way to make it as difficult as possible.

Re-use beats re-cycling every time: Next time Apple crows about their “Green” recycling program ask how many of those devices are put back into use.

I grew up replacing all my devices every three, four years because whatever you bought after three years it was ancient.

My current laptop is six and a half years old (T440s bought on the day it became available) and is still very competent machine (after I hacked it to support LTE). I will probably replace it in a year or two and I can imagine this could be given away to somebody with need and it could be used productively for many years to come. With 4 cores, 12GB of RAM and 500GB SSD not many people will find it lacking as a work laptop (with built in graphics it was never meant for gaming or graphics work).

Now, I think this is way more green than any recycling program. The laptop is built to last and in perfect condition.

Their laptops have the highest resale values and their iOS devices have far far longer lifespans than their Android equivalents, I think it's hard to fault them on this

It's not either/or. They have long-spans AND allow re-use.

Old PC laptops can have Linux installed to extend their life. Old Macs get scrapped.

Don’t forget how they won’t even acknowledge hardware is the problem until 5 years after the device came out and many complained. By that time, they might even be so generous as to offer fixing the problem with a partial recall, long after anyone got rid of their lemon. See the gfx chipset desoldering itself in 2012 (I think it was that year?) MacBooks, the butterfly keyboard that stops working the second a tiny spec of dust gets under it, etc.

Apple isn’t alone with that strategy. I bought a fairly expensive Dell XPS 15 that was overheating. They literally replaced the mobo (which had an i7 and a GTX 1050 attached to it) four different times... and the entire process was a year long nightmare.

Between express shipping, in home techs, and parts, they spent way more than it would have cost to replace the unit. And, it never solved the problem. I have to underclock it before doing anything very CPU intensive.

Unless you're talking about overheating to the point of shutting down, the CPU/GPU getting to 100+ degrees and throttling is quite common and expected in thin laptops - it's a design choice to prefer light weight and thin over decent cooling and/or underclocking/undervolting and to only throttle near the limit rather than at lower temperatures.

I am very much talking about the unit shutting down from heat. If I plan on rendering video overnight or anything like that, I change the maximum CPU utilization to 97%. If I want to play a modern game with heavy requirements, I set it to 80% or even less.

The XPS 15 throttles horribly at reasonable temperatures. Many people re-seat the heatsink on the CPU and GPU and it fixes this issue.

Same here, just with an XPS13 - the laptop had insane(and I'm not exaggerating) coil whine, and also would randomly not go to sleep just stay on and slowly cook itself in a whatever case you put it in. Dell replaced the mobo 3(!!!) times, then finally replied that it was the last time they will repair that machine due to these issues for me and that was that.

> and also would randomly not go to sleep just stay on and slowly cook itself in a whatever case you put it in

This happens to my MBP every other month. With a classic Windows laptop you always have some sort of LEDs that indicate the state of power/charging when it is closed - with a MBP, nothing.

That sounds unusable, it's probably a problem with the design. Why ever buy a Dell again?

Because every manufacturer makes lemons.

Shitty customer service is not lemons unless you mean an entire branch of company a lemon.

Not my experience. I accidentally rammed my trailer hitch into my leg, which fortunately for my leg was protected by the iPhone 6 in my pocket.

The hitch put a huge dent in my phone, broke the accelerometer and a bunch of sensors, obvious case damage though it was still working (remarkably).

I walked into an Apple store and they replaced it on the spot, for free, despite it being out of warranty and obviously my fault.

Just got my MBP keyboard replaced yesterday for free too (admittedly it is a piece of crap keyboard :).

I went through 6 of the very first iPhones. I could walk into the store, show them the problem and they’d hand me a replacement that I’d have restored from backup by the time I walked out. Process took about half an hour each time and was pleasant. I’ve been an Apple customer since and largely had the same experience.

Just yesterday they replaced my wife’s watch by fedex within 48 hours. No hassles.

I dunno. I'm sure there are people who have bad experiences, but I've always had good experiences getting Apple hardware fixed with and without Apple Care. It's one of the reasons I've used Apple hardware for so long. Maybe my experiences are routinely good because I live near an Apple store and only deal with people in person?

I understand that ANY corporation that has enough customers will have some of the customers unhappy, treated in error, etc. There is always possibility for bad employees, mistakes, missteps, etc.

What I look at is the apparent policy of the company. Claiming shipment of refurbished touchscreens (https://www.vice.com/en_us/article/9kxzpy/apple-is-still-try...) or waiting for huge number of customers cry out loud for a long time to even acknowledge a problem is a policy problem.

Well I have a broken Apple Pencil and now way to repair it or at least more cheaply replace it. The nearest Apple store is hours away (and another few hours of queuing up waiting for temperature measurements of all customers) and sending it in is not allowed.They did tell on the phone in a roundabout way they would replace it for about half the cost.

Very known? I’ve been buying Apple since 2001 and in that time have felt like first class in all interactions with the company, even the post-Jobs era. I know a few who think like you, but whose experience is relatively close to mine (they may have gotten a bad iPhone one year, etc.)

This sounds more like the usual “Apple is too expensive and just cares about profits” trope.

I once took a 5 year old laptop that was out of warranty. The battery was swollen so they fixed that for free. They also replaced the display panel because they noticed the hinge was a little loose. They also fixed a dead ipod touch for me once. Mailed me a new one and sent me a box to RMA the old one and I couldn't have spent more than 5 minutes on support.

Assuming you're talking about Apple, it seems your experience is an outlier. I quit Apple devices after multiple failed experiences such as the GP's.

That has not been my experience. I’ve been overnighted replacement iPhones and AirPods without any resistance from online Apple Support. The only time I went in for a physical repair they gave me a loaner device and my repair was completed by noon the next day.

Interesting, I had exactly the opposite experience with a hardware issue. My iPod started showing symptoms pre warranty end, they suggested a software update, it got a bit better then a lot worse outside of warranty and they just sent me a refurb for free.

I just had an iPad Air replaced with zero misery on my end; reported the problem to apple via support chat, tried basic troubleshooting with support tech to no avail, promptly received paid mailer, sent device to Apple and was then overnighted a new device.

Apple replaced my rattling AirPods Pro with a couple quick and simple questions at a Genius Bar appointment. They charged me nothing and it took just a few minutes. No AppleCare.

It sounds like this is more about how they apply policy per region outside of their stores.

This has changed a lot. Back in the HDD-powered iPod days you could drop and crash the hard drive (as in the drive would physically crash and break, for you kids)... and they'd still repair or replace it for free.

the thought of supporting this mentality & behavior towards customers makes me cringe. This is the primary reason why I will never buy any Apple hardware again.

They replaced an iMac for me for free, without question.

(The problem was dirt “smudges” under the screen.

Apple wouldn't let me return (for store credit) or exchange a gift I received without a gift receipt despite me being able to provide the purchaser and the location of the purchase.

The item was brand new and still sealed.

Same here. From Puerto Rico, too. I thought about sending my AirPods Pro to my relative living in FL, but with COVID-19 shipping delays I didn't want to risk missing the extremely narrow shipping window to send back the broken AirPods. They were all "Yep, this sounds like a problem! Let me set up a repair" until I sent my Puerto Rico address. Terrible support for non US-mainlanders.

Even though back in March, Apple said there were no Authorized Repair people in PR, I had found one through my own search. It's called Metro Technologies in Hato Rey, not too far from Plaza Las Americas. I can't vouch for them since I have yet to take my AirPods Pro there, and I don't know why Apple didn't show them on their own search page for finding authorized repair, but I decided to search on Apple.com again, just now, and found there are 5 places now, including the one mentioned. It seems even Best Buy here does repairs now, too.


Thanks for the info! I wonder if they deal with AirPods, though. Authorized Repair Centers usually deal with a subset of products and not ALL Apple products, at least the ones here in PR.

File a chargeback on your credit card.

Or send the pods to FL and then file the claim.

Chargebacks against apple are a good way to get a lifetime ban from all Apple services...

No iCloud for you, ever!

> non-US mainlanders

should be US non-mainlanders

Thanks! Fixed.

I was in rural Japan, at least 5 hours from the nearest Apple Store, and had a dreaded MacBook keyboard stuck key. The first time I contacted Apple they said I absolutely had to travel to a Genius Bar appointment, and stay overnight until the laptop was repaired. This surprised me since in the past when I lived far from a store in the US, they would send me an overnight FedEx box.

I contacted them again a few weeks later and said I absolutely could not go to an Apple Store, as it would probably cost me $400-500 to do so. This time they figured out how to send a courier to pick it up from me and sent it back, repaired, within a few days.

It's possible there are many support staff who just don't know how to deal with these atypical situations.

All the people above complaining about how Apple didn’t help them. I had the exact opposite experience. They started doing it and 3 days later I had a completely new pair. Work great and was no problem whatsoever.

I imagine if you introduced yourself as "Bob from Acme Systems Inc.", they might have given you real support.

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