Does anyone know Apple's Policy on Major Repairs?
Hello - and perhaps I can eMail APPLE directly with this - but I'm not sure if they have an address for service questions like this…
My May 2010 MacBook Pro-13" worked great until Oct 2010 - i.e. 5 months. Then it needed repair - they replaced the mother board (no charge, but they said if my MBP had not been under warrantee it would have cost close to the price of a new MBP!). So before the year was out, I bought the 3 year warrentee extension - it cost about 20% of the cost of the computer (imagine paying 20% more for a car to get 2 years additional warrantee?!?!) ANYway… Glad I did because in August 2011 (the computer is only 15 months old) it went black again - and again they have replaced the mother board.
INCREDIBLE-- Is there a policy which says if this happens again they will just replace the MBP with a new one? I mean my 6 1/2 year old PowerBook G4 has been my savior twice now (yes!- and SuperDuper! with my daily and weekly fully bootable backups). Imagine that - my PBG4 has kept me alive for over 1.5 of the past 15 months that I've had my MBP-13!!!
Thanks for any comments, similar experiences, reference numbers or more-- MacOnly since 1989 - this is a first and I hope the last major problem of this magnitude--
Best regards,
Steve Schulte
Monday 5 September 2011
Apple does have a policy (unpublished) of replacing a machine that has been serviced for exactly the same problem multiple times. But the number of times is not specified, and it may be determined on a case-by-case basis for all we know. Apple store managers and senior technician supervisors may have some discretionary latitude in such cases; Apple Customer Relations definitely does. We've seen posts here from people whose machines were replaced, but in all those cases the repair histories were more extreme than yours.
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