Apple gave the Russian woman new top-end MacBook Pro instead of the old defective models 2011
Service center Fixed.one told the story about how Apple helped the owner of a 2011 MacBook Pro edition to replace a broken laptop brand new MacBook Pro with Touch panel Bar.
In December 2016, the company approached Anastasia with a 15-inch MacBook Pro 2011 edition. Her laptop release go haywire until it completely off, image artifacts. The symptoms all pointed to problems with the graphics card that the machines in this series began to suffer everywhere. Previously, Apple has recognized this and has launched an extended service program, in which the device has been repaired in any country, regardless of where they were purchased.
Authorized service center Apple, BroBroLab, free fixed the laptop, stating that the warranty on the replacement item is 90 days. Working the car was returned Anastasia.
In early 2017, Apple announced that it stops to support the MacBook Pro sample 2011, they are removed from service. Who could not replace for free, now doomed or purchase in the secondary market a new motherboard at full price, or bury a car.
In February, Anastasia came back to the service center: it fixed MacBook Pro has started to show exactly the same symptoms — hangs, cut-off, etc. the Laptop is carried in STS. They confirmed the problem but refused to repair for the reason that Apple has discontinued support for MacBook Pro 2011 release, and stopped supplying parts.
Russian technical support Apple sided with the service center stating that the 90-day repair warranty is valid only in case if the client paid money for it. Since the repair was free of charge, to compensate.
“The situation is such that they legally refused service. Your MacBook was bought not in Russia, so you do not fall under the protection of the rights of consumers, the exception was the program for which you applied at the time of its operation, internal regulations Apple has taken absolutely all of the devices with the stated defect. 3 months warranty on the replaced item does not apply, since the repair was made for free,” said tech.
Fellow Apple support advised me to contact the service center for further solution, and STS offered to write a letter of complaint to the head office, Apple and even assist in the communication with the company.
In may an employee of the Irish office Apple Maria contacted Fixed.one. It requested the documents, asked a few more questions, pleaded guilty to Apple a couple of days later sent a counter offer. Mary instead of a broken laptop offered a new MacBook Pro with Touch Bar (price in Russia 207 990 rubles).
“It’s great that everything ended so. But why it had to exert so much effort? For this reason we have a few guesses, but about them we will cover in a separate treatise devoted to the work of service of technical support”, – wrote in the service center.
Despite the fact that the solution to the problem took several months, Apple should be commended for their generosity. Is unlikely that Anastasia would be able to sue anything from the service center, as it was not obliged to repair laptop bought in another country.
It remained only to sue Apple in Ireland or the United States, but the court likely would have stood on the side of the “Apple” giant, because he provided the warranty repair within the limits of the expanded programme quality and could not supply the parts at the end of the support device.