AppleCare Repair Time Experience?

I sent a 23" display in for repair due to a failed USB port. Apple has had the unit for 4 full days now and when I called to get status (the web site flipped from waiting for return to complete/pending shipment upon their receipt) they say its still in "diagnostics".
I've sent in PowerBooks and macBook Pros and they always had same day repair and return shipment. This one seems to be going nowhere.
Has anyone had a display repaired and how long did it take them? Thanks.

That really depends on what the status of your backup is, whether you can agree with them not to erase and information, or to try to recover information first, whether or not you are concerned that a replacement computer may come out and only be able to load a newer operating system, and how much faith you have in their refurbished parts that may be put in its place. Usually it is pretty good either way. Don't forget many logicboard repairs are due to people not knowing how to handle the ports and cableson their computer*:
http://www.macmaps.com/frayguide.html
Not that you are one, but it is something to be aware of.
- * Links to my pages may give me compensation.

Similar Messages

Are long iphone 5 repair times in Europe to be expected in general?

UPS picked up my working but physically damaged (on the back) iphone 5 on October 28 I expected to have it back in 5-7 days, as Apple advertises its repair cycles. But till now (November 5) the online status is still "Diagnosing product". I don't believe apple repair staff needs from October 30 (arrival of unit in the repair center) until November 5 to find out that it is working fine but needs a new back cover. To help them I also wrote that down when describing the problem.
Today I called customer support in Germany and I got someone on the phone who couldn't explain anything about status with this repair to me. The obvious advise was to wait further on (and hope the best).
Do you have similar experiences? To me that all is a bad surprise and at least I wanted you to know, in case you are considerng making use of apple for a similar repair.

Whoever you talked to was completely misinformed. The repair times are indeed as stated, at least based on everything I've read, and there are loaner phones available. Call Apple Support and ask again. If you get the same misinformation, ask to speak with a supervisor. Or, and probably better, make an appointment at an Apple Store where you can arrange the repair in person:
http://www.apple.com/es/retail/storelist/
Regards.

Fault Reporting and Repair Time

Is it me or is the fault reporting number for BT useless?
I realised our phone line wasn't working at about 20:00hrs in the evening. I live in an area with no mobile signal so drove the few miles needed to get a mobile signal and called 0800800151 to report the fault. After a few minutes following the menus it tells me it is doing a line test and at the end of the line test the automated service tells me there is no fault on the line and hangs up on me. I tried 4 times to find a series of menu options I needed to select to actually speak to someone. At first they told me no fault on the line. After explaining to them (several times) that I had unplugged all extensions, tried several different phones in the main socket only and I still had no dialling tone and that I also tried ringing my landline number but kept getting an error in connection message or number not in service message they agreed there might be a fault on the line and gave me an estimated repair time of 4 working days (not 3 as stated in BT's terms and conditions).
First it took 90 minutes to actually report the fault to a human being.
Secondly when I did talk to a human being they kept asking for an alternative number even though I kept on explaining I have no mobile phone signal at home.
Thirdly they did not tell me they could put a message informing callers there was a fault on my line - when I found this out for myself it took 18hours for the message to appear.
Fourthly 4 working days seems a bit extreme to fix a fault. I was told I would be kept updated online but it continuously says further diagnostic tests are being carried out from the diagnostic test centre (would that be the same diagnostic test centre that told me there was no fault on the line when I was trying to report the fault). Now living in a rural area I would notice if an openreach van was out and about but there is no sign of one so I don't believe anything is actually being done.
Is this the level of service that can be expected in the 21st century?

"BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Openreach have a backlog of work, so installation and repairs are taking much longer than normal.
Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault."
I do realise the above since that seems to be the standard reply here. However, I cannot contact openreach as they are not contactable. BT provide me with a service and BT do not give me this service so therefore I have to deal with them. My point is that the BT call centres are useless - they either provide incorrect information or no information at all and it always takes ages to actually speak to a human being.
The fault has been updated online (although I did not receive an e-mail as it says on the website to tell me there is an update to the fault) and says customer action is required and that I need to book an engineer.
This is all very well but:
1. The next available date for an engineer is 2 weeks in the future.
2. The website says they expect to have the fault fixed by the 4th of september (how is that possible if I need an engineer visit and the next available date is 2 weeks in the future?)
3. If I book a day off work will the engineer actually turn up (I only ask because I speak from experience on the broadband side of things - appointment agreed, I book time off work and then no one turns up). Bet I can't charge openreach (or BT) for a missed appointment and lost earnings for myself but if it is the other way around...........
As for the comment about using a cheap residential grade service - is that not what most people use. Should I be expected to pay for a business total care package or something for a residential home telephone? Would that make a difference (I deal with several total care leased lines at work and one fault took them a year to find)?

Long repair times

I am a new Apple user - my Mac Pro arrived three weeks ago. Unfortunatly the was within 2 weeks a hardware malfunction. The help desk was helpfull and referred me to a apple store. There they took the Mac Pro in for sending to the repair workshop. Now I used to have Dell PC's with a repair time of 3-4 days max, which is important as it is our main business tool.
In the shop they told me that the repair time was 2 weeks! Unbelievable - even with apple protection which I bought - two week in which I cann't do my work. Because even a replacement machine was not possible. Hence my quesion: how can Apple pretend to be a premium brand and get away with 2 weeks repair time. I am utterly disappointed and stop the migration from windows to mac in my company of 10 seats.
Or is this abnormal and hsould I take it higher up? Let me know your experience?

For me, backups usually include backup 'systems' as well as for data, system images, parts (RAM, drives, video cards).
Depends on what and why. Hopefully that was a worse case (don't over promise what you can't) or their tests determinded they needed to order parts they don't stock. Mac Pros are not your pro-consumer item.
You probably were told or knew to run an Apple Hardware Test. Now with Lion OS on new machines, the firmware supports a remote network test and OS install - necessary also because you may not have received any OEM DVD with OS and AHT.
And ask here and see if anyone has ideas to help what was happening. And whether it might be software, OS, support for 3rd party software (Adobe etc) or hardware even.
Your Mac Pro by default boots the 64-bit kernel but can boot in 32-bit mode, just needs drivers that support both.
Without knowing more, and normally the Apple (US) Store had lots of the 2.8GHz 4-core models for US$2100 which make a nice affordable system (and very upgradable) - plus those are certified and tested, rebuilt and updated parts as needed, so more affordable and some people prefer Apple refurb'd stock "Specials" even more than new if it is the configuration you need. Or as a 2nd system, not that you should need to.
With a PC, even Dell PSU's and parts often have to be swapped or replaced but maybe the plan and stock for those occasions. (Never owned Dell, but do build a few PCs).

AppleCare repair timeframes? 4 weeks?!

Hi
I've now been without my 2009 iMac for almost 4 weeks.
I took it into the nearest Stormfront to have the harddrive and DVD drive replaced. They sent it off to the Apple workshops, who then only replaced the harddrive.
It then had to be sent back to the workshops to have the DVD drive replaced (on priority) and they ordered a drive only for that first drive to be 'dead on arrival' (their words)
It still isn' back. We're now approaching 4 weeks (on Saturday).
Does anyone know the score with AppleCare terms and conditions regarding reasonable repair times. 4 weeks seems completely unreasonabl when you pay a premium price for the computer, and extra for AppleCare!
Thanks
Tom

You can read the AppleCare terms at http://www.apple.com/legal/applecare/appgeos.html ... and note that towards the end there may be location-specific terms. For example, in Connecticut, AppleCare is extended by the length of time the system is with Apple while being serviced.

Is 4-5 weeks of repair time normal?

My Macbook Pro has a hardware problem. The trackpad got stuck (pressed). Notebook is 10 months old.
I return the notebook to the Belgian reseller (no Apple owned stores iin Belgium yet). They told me I will have to wait 4-5 weeks for repair. They told me that 1 week is lot by the shop itself (transportation), but a month of repair time at Apple would be normal (in Belgium)???
Who can miss a notebook for that long? Ok, I did not buy an extra Apple Care program. But I would be ok with a week, maybe 2 of repair time. I'm not expecting 24hours. But 4-5 weeks?
Reseller says nothing can be done, there are not allowed to give phone numbers. Everybody just has to wait.
So, any possibility to speed this up?
Is this normal?

Would like to do that, but while looking for a contact email address I haven't found anything. When I give my serial number in the support section, I get the message that the 90 days telephone support possibility is over and that I should take contact with my reseller for any issues.
That reseller just says I have to wait and that there is no way to speed things up.
Do you have an email address where I can ask clarification for my issue?

Apple Warranty Repair Time - How long do I have to wait?

I bought a brand new Macbook Pro in June, two months ago. I recently noticed an issue with the graphics, specifically the screen saver was all messed up and the iTunes visualizer kept quitting. It's only 2 months old and should not be doing this so I took it up to the Genius Bar and had them look at it. The guy I talked to said it was looking like a hardware issue and they would have to send it in to be fixed. Okay. Kind ****** I won't have my brand new computer for 5 to 7 days, but whatever.
However, it's now been 5 days and when I check my repair status online it still says that they are waiting on the computer to be shipped to the repair center. I talked to the people at the local store and they confirmed that it was shipped Tuesday, the day I brought it in.
Is it normal for the repair status to say still waiting on the shipment 5 days after it was shipped?
How long should I wait before telling them get me my repaired computer now or give me a new one right now?
I've only had the computer 2 months, this is ridiculous!

For me, yes it does. I like to have information. Even if others find that information trivial. I'm looking for averages here. Not extremes. Is it average for me to wait this long? When has it been longer than average? When I should start to be concerned?
I'm just curious.
This is not my first Apple computer and not my first time having to deal with apple repair. But this is the first time my problem couldn't be fixed in store or I haven't shipped it to apple myself. I have already talked to apple once, on Thursday, and for the first time got the run around. I talked to AppleCare and they hadn't received the computer yet. So I called the store and was on hold for an over an hour only to be told that they had no access to that information and I would need to go into the store to talk to someone at the genius bar for a status update. I went to the store and had to wait 30 minutes for them to find out that, yes, it had been shipped but they had no other information. Not even an exact time or day it was shipped.
I guess my real concern is, why does it seem like apple hasn't received it yet? Could it have been lost? If so, then yes, I will expect a replacement. Like I said, it's only 2 months old. I should not have to even deal with this yet. It was a small graphics problem that I was told could be fixed in a day or two. But I'm not even asking that here. I just want to find out about other users experiences.
I'm not asking anyone specifically to tell me anything. If someone reads my post and wants to tell me about how long they had to wait, great. That gives me information to think about. If not, oh well, no harm in asking. If they have no information for me, or don't want to waste their time, they don't have to reply.
Thank you to those that have given me an idea of what to expect. It does help. Like I said, my other experiences with apple repair have been quick with the updates and repairs. So not having my brand new computer, with no updates, for any period of time does cause me some concern.
I've always found this forum to be nice and helpful and I thought, if anyone could give me an idea of what the average turnaround time is for having an apple computer sent to be repaired it would be a forum dedicated to apple computer users. Is that such a big deal?

Please HELP! = major disk issue - none of OSX "help" tools works (repair/time machine/reinstall)

Hello to all,
My first post, but directly with a very difficult case I suddenly encountered yesterday evening...
When, as usually I opened the lid, it turned on from sleep, as usually, however frozen suddenly... so I did hard turn off... with ON/OFF button. When it turned on again, I had no possibility to put my password, but I was directly faced with "OSX tools" with 4 options (it is in Polish so I try the translation):
1) Recover from Time Machine back up;
2) Install OSX again;
3) Get online help;
4) Disk tool;
I am totally ****** off how this could happen. There was so much stuff on the disk, including the whole Aperture libary with thousends of my daughter photos (she was born a year ago) - priceless stuff.
I would never expect Apple to give me such an "experience"... never heppened to me on any PC's before..
I have 2011 MacBook Pro 13" with Maverics.
This is what I encountered using each of solutions:
1) I use Synology DS209 for Time Machine backup (connected via Lan cable). As far as I remember backup is about 2 months old. Anyway when I choose this option. OSX tool finds the Time Machine in DiskStation, connects to "MacBook Pro" timemachine on the external disk, BUT cannot find any BACKUP further on!!!! I am lost!
2) second, but not preferred option is OSX reinstallation.After initial analysis, and conditions acceptance, I cannot choose the only disk available. I can see only "recovery disk", but when I click on it, there is a message popping up "This disk is blocked". Obviously this prevents any further activities in reinstallation;
3) Third option is BS clearly, no help at all.
4) Disk tool shows me several disks / I am not an expert, so I am not sure how to understand it (Bold is active, standard non active):
- 320,07 GB Hitach HTS54503...
- Macintosh HD
- Superdrive
- disk1
- OS X Base System
I run "check disk" for Hitachi. No problems. Nothing to repair.
I run "check disk" for Macintosh HD => This disk requires repair. So I run "repair". Quickly I get a message "Disk Tool is unable to repair this disk. Please backup as much data as possible, format the disk and recover the files from backup"..... Really????? How can I backup any files???
DEAR COMMUNITY, please HELP!
What to do in order not to loose any data on one hand and on the other be able to use the computer again?
Please note I do not use "recovery CD" all is running without anything in CD/DVD drive.
Thanks in advance for your answers, competence and experience!
Disk tool does not give any solution, showing

You are in a bad situation, because the internal drive has malfunctioned and your only backup is on a device that is not suitable for use with Time Machine, despite what its manufacturer says.
You must try to make another backup now, before you do anything else. It may or may not be possible.
There are several ways to back up a Mac that is not fully functional. You need an external hard drive to hold the backup data.
1. Boot from the Recovery partition or from a local Time Machine backup volume (option key at startup.) Launch Disk Utility and follow the instructions in this support article, under “Instructions for backing up to an external hard disk via Disk Utility.”
2. If you have access to a working Mac, and both it and the non-working Mac have FireWire or Thunderbolt ports, boot the non-working Mac in target disk mode. Use the working Mac to copy the data to another drive. This technique won't work with USB, Ethernet, Wi-Fi, or Bluetooth.
3. If the internal drive of the non-working Mac is user-replaceable, remove it and mount it in an external enclosure or drive dock. Use another Mac to copy the data.

"internal disk space needs repair" Time Capsule error message

I had successfully transfered my entire iTunes library to my TC. Worked without a hitch for a week.
Today, I downloaded an album FROM iTunes. In the middle of the download, it froze. I noticed I was dismounted and my TC light had turned orange (now blinking) and I received the mesage "internal disk space needs repair."
From what I've read on this board, I'm supposed to reformat my TC and start again. That's an unacceptable solution. Is there another way?
Also does anyone have experience in archiving their TC? And will that preserve my precious (to me anyway) iTunes library?

vwozniak wrote:
Thank you, honestly it is all over my head!! Will pull out the books and see if I can figure out how to do what I need to do. But, thanks!!
If you don't understand something, ask!
Your backups are in a +sparse bundle+ on your Time Capsule's internal HD. That's what appears on your desktop and/or Finder sidebar when Time Machine is doing a backup (unless you've told the Finder not to show them). If it currently appears, just eject it, then right-click the TM icon in your Dock and select +Back Up Now.+
For the +TM Buddy+ widget, click your mouse on the words "Click here" in my previous post (anything on these forums that's shown in blue or purple, and is underlined when your mouse passes over it, is a "clickable link" -- clicking on it will take you to that web page.
On that page, click the Download button towards the upper right. That will download and install it. Then press whatever key or mouse button you have set up for Dashboard and select +Time Machine Buddy.+ You'll see a display like the one pictured on the web page.
If it doesn't show the box with messages, click the "disclosure" triangle to the left of the word Messages. That should show the messages for the last backup attempt. Click in the message area, and it should be outlined in blue (as shown on the web page). Then click Cmd-A to +Select All+ (and the whole background will turn blue), then Cmd-C to Copy to your clipboard.
Then come here to post a reply, and when this box is outlined in blue, press Cmd-V (or select Edit > Paste from the menubar) to paste the messages here.

Privacy Considerations - AppleCare Repair

My Mid-2010 MBP has been throwing kernel panics (do we still call them kernel panics?) like crazy lately, and I can think of to troubleshoot, with no joy. So I have an appointment in about an hour with the Genius Bar, as this Mac is under AppleCare for a few more months.
On the assumption that I'll have to leave the MBP with them for some amount of time for diagnosis and/or repair, I'm wondering how best to protect the trove of personal and sensitive information on the hard drive. What do people do in situations like this? The only thing I've thought of is to create a new account for the Genius's purposes, but I don't know if they'd want to see what's happening in my account, where the kernel panics are happening. On the other hand, if it's a hardware problem, I wouldn't think the account should matter.
I also want to stress that I don't want to cast aspersions on anybody in the store, or anyone else who may become involved in this, but I've got too much personal stuff at risk to take any chances.
Any help on this would be appreciated -- I have to leave in an hour to get to the appointment.

The only thing I've thought of is to create a new account for the Genius's purposes, but I don't know if they'd want to see what's happening in my account, where the kernel panics are happening.
Kernel panics have nothing to do with user data. They're caused either by a software conflict, a hardware fault, or a bug in the OS.
Ideally you would erase the internal drive before turning over your computer to anyone. If you want the "Geniuses" to test your configuration, then a reasonable compromise is to do as you suggest. Create a new account, then delete yours. When you get the machine back, boot into Recovery and restore from a Time Machine snapshot. Do not use the machine after getting it back without completely wiping it first.
Computer Technician Suspected of Spying on Women in the Shower

Applecare turnaround time

Hi, I just recently purchased an Applecare warranty for my MBP and I want to put it to use. My DVD burner doesn't seem to work while the cd burner does and after checking through these forums and applying all methods people have used to try to fix it, I am going to let Apple take care of my problem. The problem is is that I don't like to be without this laptop for a long time and last time I sent it in it took over a week to get it back (problem was some hissing sound in left speaker).
If I call Applecare support, what's the typical turnaround time?

I agree with Kappy of course, but here is my most recent experience and maybe it will give you an idea.
Just to replace the top-shell of my MBP would take a week. I was told that if I wanted to have the bottom shell replaced it would take 2 weeks, assuming they had the parts. I would imagine you can expect no less than a week and maybe closer to 2 weeks given both a burner and bottom shell requires the laptop to be completely open. Hope it helps
Oh, this was also at an Apple store. Obviously expect a few more day to a week for shipping both ways if you have to send it versus dropping it off.
Message was edited by: Kaliber35

Repair times??

I got my MBP 20 days ago from a non Apple reseller brand new in the box. Ten days later the fans quit running and the video starts tearing. No problem right they always take of things. I took it too the Applestore in Memphis and the guys at the Genius bar squeezed me in without an appointment saw the issue and sent it to the depot for repair. That was last Friday, the Apple website has shown now since Monday that its on hold for parts. I called Apple Care and they told me parts were backordered. How can it be they have parts to build thousands of them a day but now that they have my money logic boards are nowhere to be found? Is there a number to call to try and get a more expedient remedy? By Monday the will have had my laptop more than I have in the time I have owned it and I find this unacceptable on a basically DOA machine. Anyone have a similar experience and find a remedy?

I had almost the same problem, just different parts broke. I owned my MBP CD, for about a week. Brought it in, parts were backordered for about a month and a half. I called apple, and kind of yelled at them, and they managed to get me a new one only because the machine was less than 30 days old, and the parts were backordered for so long. NOt sure if this will work for you, but just letting you know that someone else ran into backordered parts as well. Not fun, you spend a ton of money, might as well get a good product.

Repair time?

I left my Macbook Pro at the apple store on Oct. 12th and it is now the 18th, they said 5-7 days, and the computer has had the status of "In repair" for 6 days now. I have no problem with waiting, just don't want to wait forever. All they are doing is replacing the screen, "it had lines on it". Also has anyone had any bad experience with repairs?

I am sure some have had good experiences and some bad experiences.
As to the time ... perhaps screens are on back-order. My MBP is a hi-res antiglare, which I would be not at all surprised to find was harder to get for in-store replacement than for "new build".
And semi-trucks with the replacement parts hit interstate traffic snarled by accidents, and by bad weather, and engine breakdowns ...
Regardless, only the store can give specific reasons.

Aperture became unregistered after AppleCare repair

I just got my MBP back from AppleCare a week or two ago, and am launching Aperture for the first time since. But now it's coming up as unregistered and asking for a serial number. The original box is around here somewhere, but I think it's packed away in a storage locker. Is there any way to recover that SN from a Time Machine backup?
Thanks!
Jeremy

What was done for the repair? There is a file /Library/Application Support/ProApps/Aperture System ID. This file has the serial number so if that file is missing you could restore from Time Machine. However it might show as invalid if the motherboard or hard drive was replaced (not sure about this). If that is the case then you would need to re-enter it.

Need to repair Time Machine back-up drive

I have an external back-up for my Time Machine. I think the power went out while it was backing up, and now I can a message that the drive is "read only" or "unavailable." I've tried to fix it using Disk Repair, but I get this message:
Verify and Repair volume “Time Machine Backups”
Checking Journaled HFS Plus volume.
Detected a case-sensitive volume.
Checking extents overflow file.
Checking catalog file.
Missing thread record (id = 129447065)
Missing thread record (id = 129447066)
Invalid node structure
Rebuilding catalog B-tree.
Disk full error
The volume Time Machine Backups could not be repaired.
Volume repair complete.Updating boot support partitions for the volume as required.Error: Disk Utility can’t repair this disk. Back up as many of your files as possible, reformat the disk, and restore your backed-up files.
Is there anything else I can try before I reformat the disk and start over with my backups? Thanks!

If you have Disk Warrior, that would probably fix it. It's the go-to program of choice to repair errors like that. Of course, it's alot cheaper to just reformat the drive ... I'd probably write zero's to it to ensure it's fresh (also resets the bad sector table).

AppleCare Repair Time Experience?

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