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This. I have 7 distinct repairs so far. Every one of these involves a back up, checking in at the Apple Store, explaining what the issue is, having the staff ru

by cced 7y ago

This. I have 7 distinct repairs so far. Every one of these involves a back up, checking in at the Apple Store, explaining what the issue is, having the staff run “diagnostics” only to find nothing wrong with the computer, my having to tell them that this has become routine and that I want them to take my computer in for repairs, having them call me back a few days later with a repaired computer, retrieving the computer, reinstalling the image. I just want my money back.

iamnotacrook 7y ago
It sounds like the "diagnostics" are faulty. If they ended up fixing your problems (as suggested by your "distinct repairs" comments, so they can't have just sat on the device for a phone days then said "yep, we fixed it") then it sounds like they do further tests once they've accepted it for repair, and where those tests highlight a genuine problem, in which case they should probably do those tests initially instead, or at least not make you have to argue with someone at the store when you've already had to stop work, get it to the store etc.
- delfinom 7y ago
  The goal of their diagnostics is to a.) upsell/make you pay up for "repairs" you may or may not need b.) avoid doing work under warranty Same shit for car dealers and other places involving consumer goods. This all driven by corporate setting quotas for employees to meet (knowing full well they can't be met unless certain non-spoken shortcuts are taken...).
  - dpkonofa 7y ago
    No it's not. The diagnostics are just basic, front-level diagnostics that they do for all machines to check off a few boxes. It's unfortunate when you're in the small percentage of people that have an uncommon problem but their current diagnostic system lets them accommodate and repair 99% of the issues people come in for quickly with 1st tier repair staff. It's not ideal but they're not trying to screw you over. Apple has some of the best and most highly rated support in the industry.
- FireBeyond 7y ago
  I had a 2015(?) MBP with GPU issues, as (eventually) documented by Apple. On their support page they describe the error you might see in the console logs. There it was. It passed Diagnostics with flying colors. So I showed the tech that I was able to reproducibly hard crash the laptop by playing a video on the Apple site in Safari, and after the force restart the same error would appear. They still were "reluctant" to fix it under that program (though they eventually did).
davemp 7y ago
I had my display start to go and I just called support instead of going into a store. The rep just next-day’d me a box with shipping label and I got it back in a few days. All you have to do is convince the support rep that you know what you’re talking about.

by cced 7y ago

iamnotacrook 7y ago

It sounds like the "diagnostics" are faulty. If they ended up fixing your problems (as suggested by your "distinct repairs" comments, so they can't have just sat on the device for a phone days then said "yep, we fixed it") then it sounds like they do further tests once they've accepted it for repair, and where those tests highlight a genuine problem, in which case they should probably do those tests initially instead, or at least not make you have to argue with someone at the store when you've already had to stop work, get it to the store etc.

delfinom 7y ago
The goal of their diagnostics is to a.) upsell/make you pay up for "repairs" you may or may not need b.) avoid doing work under warranty Same shit for car dealers and other places involving consumer goods. This all driven by corporate setting quotas for employees to meet (knowing full well they can't be met unless certain non-spoken shortcuts are taken...).
- dpkonofa 7y ago
  No it's not. The diagnostics are just basic, front-level diagnostics that they do for all machines to check off a few boxes. It's unfortunate when you're in the small percentage of people that have an uncommon problem but their current diagnostic system lets them accommodate and repair 99% of the issues people come in for quickly with 1st tier repair staff. It's not ideal but they're not trying to screw you over. Apple has some of the best and most highly rated support in the industry.
FireBeyond 7y ago
I had a 2015(?) MBP with GPU issues, as (eventually) documented by Apple. On their support page they describe the error you might see in the console logs. There it was. It passed Diagnostics with flying colors. So I showed the tech that I was able to reproducibly hard crash the laptop by playing a video on the Apple site in Safari, and after the force restart the same error would appear. They still were "reluctant" to fix it under that program (though they eventually did).

davemp 7y ago

I had my display start to go and I just called support instead of going into a store. The rep just next-day’d me a box with shipping label and I got it back in a few days. All you have to do is convince the support rep that you know what you’re talking about.