Mac 💻 Book Air M3

Question

Level 1

4 points

Mac 💻 Book Air M3

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.

MacBook Air 13″, macOS 15.0

Posted on Nov 19, 2024 11:42 PM

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Answer 1

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?

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Answer 2

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?

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