Difference in terms of service regarding apple

Tuesday my charger gave away, the poblem was that the rubber on the cable desintegrated causing the charger to not give any kind of power.

I went immediatly to the nearest authorized repair center, gave the charger, described the problem. They gave a thumbs up, saying that the rubber was clearly defective, and SEND apple in the US some pics of it.

That caught my attention, I asked them why they were doing this, basically apple for warranty claims has to validate any process via their US system, thus the pictures.

So this means that:

1) In here they are only repair shops
2) If the guy in the US denies we are out of luck, and that is made based on some low quality pics that they send to him, just that


Basically my warranty claim was denied, based on that it had expired, and accidental damage was the justification, if that was so, there would be some damage on the shielding of the cable, to which there was none. I never dropped neither the charger nor the mbp.

Called applecare and explained them the situation, saying that I never dropped, there isnt even a scratch on either of those, since the charger is still with the plastic protection, and the mbp is only placed on surfaces that wont scratch it.

Thus they told me to go to another repair center, to claim again.

I did. They didnt even sent apple the pics, they told me that I should call apple again, to which I explained what went through in the other repair center and the call to apple. They still said that I needed to call applecare, which I did. However they also gave me a thumbs up regarding the defective rubber that was used in the charger.

The 1st guy was kind and through, read the reports from the US and in Brazil, but he wasnt able to help me, since the applecare phone line is only for software, I replied that I whished to speak them to the hardware support in the US, but he couldnt transfer me, since only the repair centers can talk those guys, I asked why, but he couldnt answer

So I asked him to transfer me to the someone who could transfer me to those guys. Which he did.

This is the advanced applecare case resolution, which is also only for software. So this guy, basically avalanched me with words, saying that it was already claimed that it wasnt going to be covered by the warranty, saying that the hardware is a different sector, and that he couldnt do anything.

So I asked him if he could transfer me to the hardware sector, since I find it hard to believe that they can seriously judge the degradation of the rubber based on that. That gave the guy the bumps, he started saying that I dont know the procedures, to continue with a load of other non sensical stuff regarding how their support structure works.

I seriously dont care what their organizational structure is, I disagree that I guy miles away from me can judge the degradation of the rubber based on 2 photos, done with a iphone 4. And he loaded me again with structure bollocks.

So in the end he pulled that I did a repair on the charger on that mbp, I was what? I never did a repair, I had a charging problem with my 1st mbp, to which I called apple for what I could do, they did the troubleshooting faq that you can see in the apple page and said that i could repair it, I denied the repair process since that was the 1st day of the mbp, just returned to the store and got a new one.

In the end apple denied again my warranty claim, saying that the chargers are not covered, and I was baffled by that, this is a 6 month old mbp. Im not even without the base warranty.

So yes, would I buy an apple product if I was in the US? Probably. Would I buy here? Nope.

The difference in terms of support is enormous, if I was near an apple store, I would just show them the damage, how the shielding is intact, and they would have swapped me for a new one. But in here, I had to pay for it.

And the greatest thing is that even apple doesnt have the 65w charger, everybody is out, and thus I had to preorder through the repair center a new charger.

the cost? U$ 170

When Im going to receive it? in 2 weeks

What a load of *****, Im going back to lenovo, at least they come to my place and solve the problem. I cant count on luck so that I dont use my warranty or the lack of it.

 

was it out of warranty? i'm confused. you were making a warranty claim, no?

 

There is supposedly no warranty on chargers here, I discovered that after talking to apple phone support today.

Why they cant say that in the first place?

And they should have been at least clear about that in the first place?

Another thing that gives me the chills is that the 1st day that I had the mbp, there was a charging problem with it, as I said, apple told me that they were going to give me a new charger based on that, however since it would take me sometime I just went to the store and returned the mbp for a new one.

So in the end, apparently we dont have a warranty regarding chargers, or that it changed meanwhile I owned this, which the latter is illegal btw, since the contract was signed with the purchase, any other modifications need to have my consent.

Summation:

There is warranty and there isnt warranty, its schrodingers cat.

However one thing is for sure, there is VERY large difference in service

 

The magsafe charger is warrantied with the rest of the device. The warranty covers it for 1 year. You can extend that to 3 years with AppleCare.

 

Brazil doesn't have apple stores? Yeah, it probably sucks in that case as both the repair center and it seems telephone support at apple has nickel and dimed you.

 

if that was the case, I wouldnt have to pay for the charger.

 

You would have to read through Apple's TOS in your country as it might be a little different than what is in the U.S. However, in the U.S., the AC adapter that comes with a Mac (MBP or MBA) is covered by the same warranty as the Mac itself. So yes, that is the case but it might be different in your country. Seeing as how I am definitely not going to read through Apple's TOS for Brazil, that will have to be something that you find out for yourself.

Every company operates a little differently in every country. I think part of the issue too is that you went through an "authorized" third party. They have to jump through more hoops to be complaint with Apple's standards whereas things tend to be a bit more relaxed when you just go to Apple yourself.

Additionally, you could have gone through Apple's phone support instead of a third party. They may have been able to help you better since the AC adapter wore out due to bad manufacturing. Good luck with your future Lenovo. Just know that anyone coming to your house for a repair is not an actual employee of Lenovo but rather an on-site contractor. So Lenovo themselves aren't coming to your location, they are sending someone else.

 

I'm still confused. You said your warranty was expired, but that your charger should have been covered under the warranty.

 

I too am confused. I went back and re-read what they said, the statement of "based on that it had expired" is the confusing part. So they are complaining that Apple didn't service the AC adapter when the Mac was out of warranty? That just doesn't make sense and ANY electronics company will refuse free warranty service when a product no longer falls under the warranty period (this includes Lenovo). I think some further explanation is required as I have a hard time believing that Apple will service AC adapters (in the one year warranty period, or during the period covered by Apple Care) in the UK, Canada, and the U.S. but they won't in Brazil.

 

Ok, it was confusing for me as well.

As I said, I did call apple phone support, however in here they only deal with software. And they were the ones that advised me on how to proceed and so forth, however this doesnt include the advanced apple phone support that I had to deal in the end.

There are no apple stores in Brazil, unfortunately the repair service is done by those authorized repair centers, not that I care much about this, I only want the same level of quality.

The 1st mbp that I got, had a charging problem, troubleshooted by the same apple phone support and granted a new charger, however since it was so new, I went to the store and swapped for a new one.

One interesting bit is that the charger is working again.

So its still a manufacturing problem, and I already have payed for the new charger. Since I still need this for work and study, I cant have any downtime at all. I use this since 6am to 1am every day.

 

Whether or not you are under warranty shouldn't be confusing for you. The warranty is 1 year from the date of purchase. You can extend it to 3 years from the date of purchase with an extended warranty through Apple.

So, were you under warranty, or not?

 

That is the question that wasn't answered. Still being under the one year warranty means that everything is covered, not just the software on the Mac (it doesn't matter what country you live in, I have looked into this). Not being under the warranty means that even manufacturer defects aren't covered.

So were you still under Apple's one year warranty (and/or did you buy Apple Care)?

 

As I said Im still even under the 1 year warranty since this mbp is 6 months old. bought new and registered in my name.

The confusing part is that, when I bought it, there was a problem with my charger. Called apple, they said that they would send me another one.

Now they claim that the warranty doesnt cover the charger.

Im going to look into the contract today

EDIT: just read it. Its the same warranty of you guys in the US. Im going to have a very through chat with the guys at the advanced support. On monday, since they are only open on working hours....

And since the charger is working again, they wont be able to claim that I mashed the wire, thus voiding the appeal of accidental damage. How can they claim that since only the rubber is damaged is beyond belief.

 

I have no idea about the physical charger damage. There is no doubt that if the charger stopped working and had no physical damage, it would be covered under warranty. Since there is physical damage, it's grey area. Generally, physical damage isn't covered.