MacBook Air M3 service center issues

Question

Level 1

4 points

MacBook Air M3 service center issues

Hello Apple,

Today, I visited the service center that was recommended to me, expecting to receive the high-standard support that Apple is known for. However, I encountered several serious issues that have left me quite concerned.

Firstly, the service center staff seems to entirely disregard Apple’s customer-centric policies and instead prioritize the interests of IBOX. This has led to a troubling conflict of interest, as they refuse to replace my device with a new one and insist on repair as the only option. This is despite the fact that I contacted them within the eligible two-week replacement period (just three days after purchase), yet they deliberately withheld this information from me and misled me.

In my opinion, this approach raises serious questions about their competence and integrity. Furthermore, they openly admitted that they are not an Apple-authorized service center, which makes me very uncomfortable trusting them with my device.

I am especially concerned by their lack of flexibility in accommodating my request for diagnostics within a single day, despite my offer to come at any time convenient for them. Instead, they demand I leave my device with them for several days, which feels unnecessary and inconvenient.

Having lived in Indonesia for over a year, I was initially excited to purchase my Apple device here, but this experience has left me disappointed and worried. Had I known there was no reliable Apple-authorized service center here, I would have reconsidered my decision to make a purchase in this market.

I kindly request your assistance in resolving this issue. I believe that Apple’s commitment to quality and customer satisfaction should be upheld, even in markets where authorized service centers are limited.

Thank you very much for your attention to this matter.

[Re-Titled by Moderator]

MacBook Air 13″, macOS 15.0

Posted on Nov 19, 2024 11:42 PM

Reply

Answer 1

Nov 20, 2024 6:54 AM in response to Sell_Pro

Sell_Pro wrote:

Yes.

Here’s the situation:

I purchased a brand-new device from an official Apple reseller in Bali.

On the third day of using the device, I noticed three bright streaks at the bottom of the screen. This issue became apparent when I decided to watch a movie in a dark room. Under daylight, the streaks are not visible.

I immediately returned to the store where I made the purchase, and they directed me to a service center. At the service center, I was offered a screen replacement, but this solution is not acceptable to me. The repair process would take a month, and the device would no longer feel new after such a replacement.

I’ve been contacting Apple for two weeks, but no one seems willing to assist me.

Essentially, I paid for a brand-new device but received one with a defect, and I have yet to experience any joy from using it.

This situation feels deeply unfair, as I trusted Apple’s reputation for quality and reliability.

Could you please help me resolve this matter?

As I indicated previously, this is a user-to-user forum. I don't work for Apple and can't resolve anything for you.

You say that you purchased the Mac from someone who was an Apple Authorized Reseller, but not from Apple themselves. That implies that you have a valid warranty – but as for return or exchange policies, you would be dealing with the retailer's policies, not Apple's.

When you found the problem, you went to the store, and they directed you to a service center. I'm not clear on whether you are saying that

The retail store directed you to an Authorized Apple Service Facility who offered you a screen replacement – and you didn't like the proposed solution, so you went to another service facility who later admitted that they were not an Apple Authorized Service Facility, or
There was only one service facility involved. and it is the one both that offered you a screen replacement and that said that they were not an Apple Authorized Service Facility

In any case,

Apple was neither the retailer, nor the operator of any service facility to which you took the Mac.
Apple's 14-day "no questions asked" return policy (which you seemed to be hoping to rely on to get a repair place to give you a new exchange unit) would not apply.
Having an in-warranty repair done by a place that is neither Apple, nor an Apple Authorized Service Facility, doesn't sound like a good idea to me.
It sounds like you should pursue a remedy with the third-party retailer who sold you the Mac.

Reply

Answer 2

Nov 20, 2024 2:42 AM in response to Sell_Pro

This is a user to user forum. Apple is largely not here, except to moderate it.

You talk about a two-week replacement period, but the only one I’ve heard about is for purchases directly from Apple themselves. (And then it is a return window, not a replacement one per se.). If you buy from another retailer, you get whatever their policies are.

You say you took it to IBOX and that they told you, at some point, that they were not an Apple Authorized Service Provider. Did you buy the MacBook Air from them, as well? If so, are they even an Apple Authorized Reseller?

Reply

Answer 3

Sell_Pro Author

Level 1

4 points

Nov 20, 2024 3:43 AM in response to Servant of Cats

Yes.

Here’s the situation:

I purchased a brand-new device from an official Apple reseller in Bali.

On the third day of using the device, I noticed three bright streaks at the bottom of the screen. This issue became apparent when I decided to watch a movie in a dark room. Under daylight, the streaks are not visible.

I immediately returned to the store where I made the purchase, and they directed me to a service center. At the service center, I was offered a screen replacement, but this solution is not acceptable to me. The repair process would take a month, and the device would no longer feel new after such a replacement.

I’ve been contacting Apple for two weeks, but no one seems willing to assist me.

Essentially, I paid for a brand-new device but received one with a defect, and I have yet to experience any joy from using it.

This situation feels deeply unfair, as I trusted Apple’s reputation for quality and reliability.

Could you please help me resolve this matter?

Reply

Answer 4

Sell_Pro Author

Level 1

4 points

Nov 20, 2024 1:07 PM in response to Servant of Cats

What do you mean Apple was not the seller?

Apple should control the quality of interaction between the customer and the store.

As a consumer, it doesn’t matter to me whether it’s an official Apple Store or an Authorized Reseller. I don’t want to get involved in these nuances.

Apple sold a defective device to a reseller and made a profit.

The reseller sold the defective device and also made a profit.

I bought a defective device at the price of a new one, and now I’m expected to repair it.

Moreover, Apple will likely lose more if this issue with replacing the device is not resolved.

Why? Because I won’t buy Apple products in the future. Over the past 16 years, I’ve purchased a lot of Apple devices. This is the first time I’ve been dissatisfied with the service quality.

What’s more, I won’t be able to recommend Apple to others anymore.

The Authorized Reseller profited once by selling a defective device. But by refusing to find a solution that satisfies me, they’ve caused greater damage to Apple’s reputation than the cost of the device itself.

I’m raising this issue on the forum to get Apple’s attention. I want them to contact me and their Authorized Reseller to help resolve this situation.

Apple’s brand is built on trust, quality, and customer satisfaction. This experience has undermined all three, and it’s in Apple’s best interest to address this matter quickly and effectively.

Reply

Answer 5

Nov 20, 2024 1:58 PM in response to Sell_Pro

Sell_Pro wrote:

What do you mean Apple was not the seller?

I mean exactly that.

Apple should control the quality of interaction between the customer and the store.

Apple does not set the return and exchange policies of Apple Authorized Resellers. Each retailer sets their own policy. Best Buy is an Authorized Apple Reseller with locations all over the United States. If I buy a Mac from a Best Buy, I get a choice of whatever Best Buy chooses to carry, and I get Best Buy's return policies. Not Apple's.

That's how retail sales work for all manufacturers and all retailers, all over the world.

As a consumer, it doesn’t matter to me whether it’s an official Apple Store or an Authorized Reseller. I don’t want to get involved in these nuances.

If you don't buy from the official Apple Store, you don't get to take advantage of the official Apple Store's return policies. You have to live with the policies of the retailer you chose. For better or for worse.

Dismissing this as "nuances" won't change this fact of life.

I’m raising this issue on the forum to get Apple’s attention. I want them to contact me and their Authorized Reseller to help resolve this situation.

As I told you twice, this is a user-to-user forum. It is not a way to contact Apple.

Reply

Answer 6

Sell_Pro Author

Level 1

4 points

Nov 21, 2024 12:37 AM in response to Servant of Cats

Servant of Cats wrote:

Sell_Pro wrote:

What do you mean Apple was not the seller?

I mean exactly that.

Apple should control the quality of interaction between the customer and the store.

Apple does not set the return and exchange policies of Apple Authorized Resellers. Each retailer sets their own policy. Best Buy is an Authorized Apple Reseller with locations all over the United States. If I buy a Mac from a Best Buy, I get a choice of whatever Best Buy chooses to carry, and I get Best Buy's return policies. Not Apple's.

That's how retail sales work for all manufacturers and all retailers, all over the world.

As a consumer, it doesn’t matter to me whether it’s an official Apple Store or an Authorized Reseller. I don’t want to get involved in these nuances.

If you don't buy from the official Apple Store, you don't get to take advantage of the official Apple Store's return policies. You have to live with the policies of the retailer you chose. For better or for worse.

Dismissing this as "nuances" won't change this fact of life.

I’m raising this issue on the forum to get Apple’s attention. I want them to contact me and their Authorized Reseller to help resolve this situation.

As I told you twice, this is a user-to-user forum. It is not a way to contact Apple.

Ah, thank you for enlightening me on how retail works across the entire planet! I had no idea that buying from an Apple Authorized Reseller meant forfeiting any expectation of Apple-level customer care. Truly, a revelation!

It’s fascinating how you passionately defend Apple’s decision to delegate its customer experience to third parties with no apparent oversight. I’m sure that’s exactly what their marketing materials emphasize—“Buy Apple products, but don’t expect Apple service unless you jump through specific hoops!”

And of course, how silly of me to expect a seamless customer experience regardless of whether it’s an Apple Store or an Authorized Reseller. Clearly, I should’ve just psychically known the reseller’s policies in advance, or better yet, gotten a law degree to navigate these “facts of life” you so graciously outlined.

I’ll be sure to treasure your advice and continue raising my concerns in this user-to-user forum, even if Apple remains blissfully absent. After all, what better place to air grievances about a multinational corporation than among equally powerless users?

Thanks again for your sage wisdom! 🙃

Reply

Answer 7

varjak paw

Level 10

177,952 points

Nov 21, 2024 7:54 AM in response to Sell_Pro

As the others have said, Apple has NO control over a reseller's return policies. None. Apple themselves offer a 14-day return when you purchase directly from them, but they cannot require any reseller to offer any sort of return policy at all. If Apple tried to enforce such a policy, Apple would probably run into problems with restraint-of-trade laws in a given country, just as often has happened when Apple tried to enforce restrictions on how a reseller could advertise pricing.

The same applies to how and how quickly an authorized service center can process your request. Apple cannot force a service center to employ a given number of employees and hence demand a particular turnaround time, any more than Toyota can force a car dealer to guarantee a given time to repair your car. Some service centers are better than others; that's just unfortunately how things are, and again, this applies to any independent service center for any manufacturer, regardless of how much emphasis the manufacturer places on quality service.

I can completely understand the frustration that comes when a problem arises and you can't get service quickly or with the care you expect. If you wish to comment to Apple about any given reseller or service center, you can write to Apple:

Apple South Asia Pte. Ltd.

7 Ang Mo Kio Street 64

Singapore 569086

and let them know about your issue. Otherwise, there's nothing anyone here can do, and continuing to complain about policies, particularly those of independent businesses, will do nothing but risk deletion by the Community moderators for violating the terms of use of these forums to which we all agreed.

Regards.

Reply