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Apple Care staff promised to replace my MacBoook Pro but now they are saying they won't!

MacBook Pro - MacRumors Forums - forums.macrumors.com
My 2012 retina MacBook pro had several issues and about 5 weeks ago, I took it to the Apple Store in Ginza, Tokyo. The system would shut down intermittently, the display showed image sticking, the trackpad wouldn't work sometimes, the battery needed replacing and sometimes the SD card reader also wouldn't read cards. They offered a flat-rate repair for all the issues for 70,000 JPY (almost $700) and I decided to take that option. At their repair center, they replaced the display, the top case (with new battery, trackpad & keyboard) and one of the I/O boards. After bringing it home I noticed the computer would still shut down for no reason. So, I took it back to the store again. They send it to repair center again and I call apple care to follow up. They AppleCare person speaks to them and tells me that they are waiting for a replacement part for the machine. Next day,

the apple store staff calls and tells me that they did not find any issue and are returning the unit. When I asked them about the replacement part, he said he didn't know anything about that. Once I get it back (without being fixed) I face the same issue and call the AppleCare person (a Product Specialist) and he tells me to take the unit back to the store again. This time, they replaced the logic board and returned. After 1 hour of use, the system shows a scrambled screen and goes off! Then it restarts and in certain applications, the screen is flickering with large black boxes. The MacBook works fine for another hour or so and it will show the scrambled screen and restart. I call AppleCare once again and speak to a different Product Specialist and after hearing the whole case, she tells me that they will give a replacement MacBook Pro! She said I will have to give my credit card details so that they can hold on to the value of the new MacBook while they get the faulty unit back. When I call them back with credit card details, someone else answers the call and tells me that they can not give me a replacement! I was then passed on to customer services and a quite rude person tells me that it was a mistake at their end and they will no way give me a replacement MacBook. He said, they will fix the faulty unit once again if I wanted them to, but I should forget about the replacement. I tried to make him pass me on to a senior member of the team, but he was adamant that he had the full authority and he will not do anything. When I persuaded him for another 10 minutes, he says he will speak to someone in the management to see if anything can be done or not. He said he will follow up on this on Monday when he gets back to work. I was really relieved and extremely happy when I was told that they will give me a replacement unit but now am absolutely heartbroken. Can you suggest what can I do now or whom should I get in touch with?

 
Date: Feb 17, 2017   


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