Extremely Disappointed - Defective Macbook Pro Retina

Discussion in 'Power Mac Center' started by orcaj, Aug 25, 2015.

  1. joseph_camela

    joseph_camela Active Member

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    Based on my experience, call the Apple Hotline. The service is impeccable. Forget the response of PowerMac, call Apple Asia Hotline or email tim cook.
     
  2. mongkee

    mongkee Well-Known Member

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    Going back to the thread starter's story about the "7-day" grace period, is this even valid? I mean, if Apple's products (especially Macs) are covered by the 1-year warranty, APR's shouldn't be making their own rules like this. So does other APR's do this "7-day" thing too? I only see this grace period horse crap from tiangge sellers and other gadget stores
     
  3. mokmoki

    mokmoki Well-Known Member

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    @OP: please do update us on what happened to your warranty claim :)
     
  4. zoo101

    zoo101 Well-Known Member

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    considering that the TS does not want his unit repaired but wants an outright replacement, and all other suggestions here being legit/correct, do note that all of these solutions will still take time, something that the TS cannot afford due to work obligations

    to the TS, i guess you just have to settle for the best and fastest solution; complete satisfaction would be very hard to find.
     
  5. mokmoki

    mokmoki Well-Known Member

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    true... if only we had a real Apple store here.

    or rather... if only the government paid more attention to protecting consumer rights rather than protecting business interests. 7-day replacement policy is BS.
     
    zoo101 likes this.
  6. zoo101

    zoo101 Well-Known Member

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    ^ with or without government intervention, customer service should always be one of the key drivers of any business especially for retail stores but not here in the Philippines. sure, we have Charlie (BTB, DW) helping us for any inconvenience that we may have encountered in any of his retail stores but does it really have to be Charlie? any senior staff in any retail store should be able to handle this.

    i spent a great deal of my life working in retail stores in the US and employees, particularly newly hires, undergo sales, marketing and customer service trainings. and this is not a one time thing, it's a continuous process as long as you are an employee. we don't see that here in the Philippines. you apply, you get hired... "when can you start?"

    back to the topic, to the TS, this may sound absurd right now, but do get an APP once everything settles down. you wont regret it.
     
  7. shootertwist

    shootertwist Well-Known Member

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    will having an APP result in outright replacement or just for repairs? thanks
     
  8. TheGoodwitch

    TheGoodwitch New Member

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    I know this is a really old thread but I was just curious about the outcome of the TS. Any updates? I'm asking because I'm experiencing an incredibly similar case right now. My issues though involve a flickering screen, lost graphics and significant humming emanating from my MBP 15 in Retina also purchased from Power Mac Center.
     
  9. MFD888

    MFD888 Member

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    Same question.
     
  10. guwapito

    guwapito Well-Known Member

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    maybe he got his replacement, and forgot to update us here because he is too ecstatic :p

    just kidding....long story short, he got a win win situation with apple.

    anyways, apple will repair if they can, and replace if they can't.
     
  11. TheGoodwitch

    TheGoodwitch New Member

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    I know the warranty puts the customer in a win-win situation however, like him, I feel cheated knowing that my supposedly mint condition unit (which was 15 in Retina) had some issues out of the box, issues that apparently DO exist based on my web research (the flickering screen). The trouble with the warranty, even if it provides free repairs, is the hassle of having to go back and forth to the service centers should the repaired unit encounter future problems. This disruption would clearly ruin my workflow and require more time, energy and money (transportation) on my part which I am trying to avoid that's why I chose to invest in a pricey Macbook that is dedicated primarily for graphic-heavy work. It saddens me (no, more like ANGERS me), knowing that I paid premium and get substandard quality.
     
  12. pael

    pael Well-Known Member

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    if you buy a macbook here, and you go to Apple Store Singapore, will they provide a replacement (within 30 days)?

    I also called Apple directly when there was a recall for the macbook white rubber bottom defect, but based on the notice, I am already past the "claimable period" -- but Apple gave me a ticket number and PowerMac Service Center replaced the rubber bottom, no questions asked.
     
  13. TheGoodwitch

    TheGoodwitch New Member

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    Wow, that's awesome! Glad you resolved your issue swiftly. I actually did give Apple Care a call already (spoke to three Australians on the phone and they all advised me of the same thing: wait for the Diagnostic Report due on Tuesday). My only fear now is WHAT IF Power Mac fails to experience or replicate my laptop's issue with the given testing time and deems the unit "fit" and free of problems? I've read about similar cases already and I dread having to end up with a "brand" new unit that has already been excessively tinkered with. Nothing against Pinoy customer service in general, but I really did feel a difference in the way the Apple Care advisors responded to my problem (well for one, they sounded truly sympathetic and determined to resolve the issue and didn't result to the usual "pasensiya na po ma'am" spiel). Miss Julien (not sure if the spelling is correct) of Power Mac Annex is doing her best to help me, I hope since she has reached out to me to ask for my side of the story since she herself was getting confused with all the pasahan of info from the Glorietta Service Center. I told them to get this sh*t together since there seemed to be some coordination and communication issues between branches. At this stage, I really have a bad feeling in my gut that tells me that not only are there communication issues but technical competency problems as well. I hope I'm wrong of course. Bottom line is, I (like the TS) would like to have a brand new Mac that works as it should. I bought it fair and square and expect the same in terms of product standard and services.
     
  14. TheGoodwitch

    TheGoodwitch New Member

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    Just an update on my experience with Power Mac:

    This morning I got in touch with the Glorietta Service Center (where I had left my MBP last Thurs, Mar23) to follow up on the status of my unit. The front liner told me that they still hadn't encountered the two other issues I reported (the missing graphics and the significant humming sound which I found sooo odd) and that they had "fixed" the flickering issue. She then proceeded to ask me again about the two other issues, particularly the missing graphics issue. When I described it to her, it seemed as though she had never heard of it before (I told the other frontliner who received my Mac earlier that I put a screenshot on the Desktop as reference). It seemed as though the tech guys didn't even bother to take a look at the screenshot and didn't even know the appearance of the flaw they were looking for in the first place! I started to get frustrated again because of their lack of proper endorsement and internal comm issues so my tone got considerably tense. The front liner then told me that Annex received the report and said that they would not replace the unit and resort to the repair warranty instead since the report did not deem the unit "replaceable." This is when I (as well as my lawyer sister who was listening in) completely lost it. It seemed as though no amount of negotiation would convince them to change their minds on the matter so as a last resort, I decided to give Apple Care one last call. I thoroughly explained the situation of the Advisor who then turned me over to a Senior Product Specialist. He offered the option of Troubleshooting the unit once it was returned OR replacing the unit with a brand new one (he greatly sympathized with my "consumer right to peace of mind"). Of course I took the latter! He did however, state a disclaimer that he couldn't guarantee that I would NOT encounter the same issues in the new unit. Well, what choice did I have?

    Long story short, in the end the Specialist advised me that he would give Power Mac an authorization letter for the replacement and that Apple SG would send over the replacement to Power Mac Glorietta where I would pick it up.

    The moral of this story is: RESEARCH THOROUGHLY about where you decide to spend your hard-earned money. Don't be a lazy noob like me who went for familiarity and visibility over facts and customer reviews. Although, I do however appreciate the efforts of those at Power Mac who indeed tried to help me but as an overall experience, I didn't feel that Power Mac handled the situation too well. They should've used more reason instead of blurting out the default "pasensiya na po" and most importantly, ANSWER THEIR FRICKIN' PHONE.
     

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