sharing bad service experience (with PowerMac)

Discussion in 'AppleTalk' started by Justin Ventura, Jan 30, 2017.

  1. Justin Ventura

    Justin Ventura New Member

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    Sharing a bad after sales service experience I recently had with PowerMac Center. I bought a 13" MBP last December just before Christmas. A few days later I found very noticeable light leaks on the 4 edges of my screen:

    FullSizeRender.jpg

    It is clearly visible when watching video in a dark environment, and also visible on the start up screen. Since still within the warranty, went back to PowerMac Center SM Megamall to have it exchanged or repaired. After finally being able to speak to their technician, and run diagnostics, their findings were I had a cosemtic issue which means does not affect the performance of the machine therefore not covered by warranty. Advice was to call Apple which was pointless as well. I've listed down the steps and process it took to finally have my unit repaired by Senco:

    Dec 20, 2016
    - purchased MBP noticed light leak a few days after
    Jan 4, 2017
    - went to PowerMac Center SM Megamall, que too long was advised to come during opening hours for faster wait. no online appointment offered in website
    Jan 5, 2017
    - waited 2 hours in line
    - service technician ran diagnostics, found no issue. labled my problem cosmetic meaning does not affect performance of machine and not covered by warranty
    - recommended me to call Apple service
    Jan 6, 2017
    - called Apple service hotline, ran remote video card refresh did not work
    - recommended me to get second opinion at ifix
    - went to ifix, ran diagnotics again, no hardware problem. acknowledged light leak and again labeled it cosmetic problem
    - called Apple service hotline to give update. Told me they called PowerMac center to look into my issue and to bring in my laptop again to the store
    - waited another hour to get my machine. after checking in laptop, told me they will get back to me in 3-5 working days
    Jan 12, 2017
    - no call from PowerMac, had to contact them myself for a follow up, said they are awaiting directions from Apple and that I should call Apple to expedite things
    - support chat with Apple said to expect call back. no call back received
    Jan 16, 2017
    - called Apple support to follow up, was directed to a product specialist. told me that the light leak is within paramaters. recommended me to take my machine from the PowerMac store to run calibration. was also told that if repaired, could run into same problem
    - asked around different groups for leads on solutions, was recommended Senco for good service
    Jan 20, 2017
    - sent in my unit to Senco Link in Makati, was diagnosed and acknowledged light leaks in screen, assured will repair under warranty
    Jan 24, 2017
    - 2 working days after, got a call from Senco that unit is repaired and ready for pick up
    Jan 25, 2017
    - picked up and no problem

    What I learned here is to thoroughly check the unit upon purchase to save you the time and hassle of repair. Anybody else have similar experiences? How did you solve them? And if someone knows the owners of PowerMac, please share this story with them so they can improve their service.
     
  2. bacchus_3

    bacchus_3 Well-Known Member

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    ^^Yeah you'd have better luck on other official Apple repair centers than PowerMac.
     
  3. zoo101

    zoo101 Well-Known Member

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    so what did Senco did to correct the problem?
     
  4. Justin Ventura

    Justin Ventura New Member

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    They replaced the screen.
     
    zoo101 likes this.
  5. ma5te12m1nd

    ma5te12m1nd Active Member

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    What MBP is that? Non-retina? (2012 and prior)

    Noticed that since I bought mine in 2013 but never bothered.

    I think it can really pass as "cosmetic" problem.
     
  6. Justin Ventura

    Justin Ventura New Member

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    2015 retina.

    I'd accept the issue if they gave cosmetic problem price, 10% off for every light leak corner :)
     
  7. devmq

    devmq New Member

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    Had the same experience, but mine is about stain gate.
     
  8. gaol

    gaol Well-Known Member

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    Well, in fairness to Power Mac, Apple did support their findings that the issue is within the parameters of cosmetic flaws that do not require warranty action. It is entirely possible that other service centers, and not just here in the Philippines, would have done the same

    But having said that, Mac users are a finicky lot, and props to Senco for going beyond what Apple itself expects of their service centers. I just don't know if Senco will (just) absorb the cost of the replacement (for goodwill) or if Apple will relent and approve the replacement on their end.
     
  9. duncan

    duncan Well-Known Member

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    What is ifix? Is it an official apple service center?
     
  10. mree

    mree Active Member

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    I'm with you on this, 100%! I am not going to accept whatever cosmetic issue, especially when my unit is practically brand new. Well I'm glad that Senco fixed the problem. And really, it's not cosmetic because that replacement LCD fixed the issue so the originally installed LCD had a problem.
     
    #10 mree, Feb 10, 2017
    Last edited: Feb 10, 2017
  11. Justin Ventura

    Justin Ventura New Member

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    yes apple authorized service provider: http://www.ifix.com.ph/
     

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