Apple Repair in Store

triggerthat · 11 Feb 2011 at 11:38

Hi guys,

Will be going to Apple soon as my keyboard on my late 2009 MBP has failed to work. What's the process, i.e. do they fix it then and there?

Iceman · 11 Feb 2011 at 12:20

Pretty sure they repair things in store if they stock the part. Last time i went with my 3GS they were going to replce the Digitizer?? But seeing as the phone was 2 days old they replaced the phone.

Turbo-G · 11 Feb 2011 at 13:38

You'll need a genius bar appointment else they'll refuse to look at it. Would imagine they'd just replace the keyboard on the spot rather than attempt to fix it post testing.

triggerthat · 11 Feb 2011 at 16:52

Managed to book appointment and they're going to keep it for 5 to 7 days and fix it

Iceman · 11 Feb 2011 at 19:55

Fairplay to them, Apple are one of the best when it comes to customer service. Had a fair few problems with my previous Iphones and each time they have replaced them without question. Also when i went there a couple of days ago they replaced my Macbook charger lead too.

kirkster · 11 Feb 2011 at 21:57

Iceman said:
Fairplay to them, Apple are one of the best when it comes to customer service. Had a fair few problems with my previous Iphones and each time they have replaced them without question. Also when i went there a couple of days ago they replaced my Macbook charger lead too.

They fixed mine within the day at the Leicester branch when the Ethernet port stopped working and the logic board needed replacement. One of the best examples of customer service I have ever seen.

sharingan_sasuk · 12 Feb 2011 at 00:56

I took my April 2010 i5 15" MBP into the Regent Street store today because my SD card reader wasn't working. As it involves replacing the whole logic board, they estimated 7 days.

While I was there, I also got them to look at my iBook G4 as well to confirm whether I needed a replacement DC-in board or not. Was planning to buy one but wanted to double check before I waste more money fixing it!

Iceman · 12 Feb 2011 at 01:11

What they also did with my Macbook, due to it running out of warranty on the 20th of this month. They ran some sort of test to check all the components, which i thought was good of them.

"andy" · 12 Feb 2011 at 01:27

when i got my keyboard fixed i was not at all happy with losing my macbook for maybe 7 days , after a quick google i took it to a local authorised apple repair centre where they fixed it within the day and charged apple for it through the warranty.

i know i was lucky that they had the part but if they could stock them and replace them so quick (was a common fault for the model) then why couldnt the apple store ?

sharingan_sasuk · 12 Feb 2011 at 18:06

Typing on my repaired MacBook Pro atm! Got a call this morning to say that they had replaced the whole logic board and that my SD card reader should now be working, so I went to pick it up. I was preparing for the worst of a 7 day wait and was planning to buy a new computer today earlier than planned (going to buy one for the living room anyways). I was told by the guy who booked it in that it would take quite some time as their store is so busy.

I even bought an external 500GB hard drive to do a Time Machine backup, and found that it was unnecessary this time as all my stuff is still there. Just in time for a raid on WoW

Fantastic service from Apple!

triggerthat · 12 Feb 2011 at 18:40

^ How long did it take in the end? I didn't realise they do a high resolution version of the MBP screens.

SIAT · 12 Feb 2011 at 19:11

Apple replaced my 24in ACD with a 27incher when they couldn't fix mine last week. And my iPhone4 on friday. All for free and with no fuss. Got to love support like that.

ChrisD. · 12 Feb 2011 at 19:16

Iceman said:
Fairplay to them, Apple are one of the best when it comes to customer service. Had a fair few problems with my previous Iphones and each time they have replaced them without question. Also when i went there a couple of days ago they replaced my Macbook charger lead too.

It was crap when I went in to Southampton to get my iPhone looked at.

I mad an appointment, turned up on time, was stood around for 10 minutes before someone came to speak to me (couldn't approach anyone as they were all busy, so I just loitered at the Genius bar (just when I thought Apple couldn't get any more pretentious)). It took 10 minutes before someone came up to me, and by then my appointment had been cancelled, because I was late. :confused:

They added me again, and I was told to wait by the middle of the store, 10 minutes more go by and someone comes up to me and looks on their system and I again hadn't been booked on. I then had to wait another 10 minutes before I was finally seen.

Fair play though, I was given a replacement phone within 5 minutes, but even then I wasn't happy with it as the power butting sticks out way too much but they refused to replace it, saying they'd add a note to my account.

Overall, I wasn't impressed with the service.

Iceman · 12 Feb 2011 at 21:03

^ Your joking? I have been to the Apple stores around Manchester 4/5 times always seen me on time, or even a few minutes early. Never been with them for more than 10 minutes, always come away happy as they have always just replaced my faulty products. Only one complaint, when i took my 3GS once the guy there seemed like he couldn't be bothered changing my phone. But he did in the end.

ChrisD. · 12 Feb 2011 at 23:19

No, I'm not joking.

"andy" · 13 Feb 2011 at 01:53

to be fair to the 'genius bar' (and im not a fan of how overrated the customer service is) when i went to the apple store i got there a day late and they managed to fit me in after i said i had travelled a fair distance to get there (i hadnt

)

Substance · 13 Feb 2011 at 01:59

Iceman said:
Fairplay to them, Apple are one of the best when it comes to customer service. Had a fair few problems with my previous Iphones and each time they have replaced them without question. Also when i went there a couple of days ago they replaced my Macbook charger lead too.

Apple's customer service is great if you make an appointment, I bought an Iphone 4 online and the power button wouldn't work, I couldn't even turn it off, it was jammed in so just went straight back off, Took it into my nearest apple store (45 min drive away) and they said "you need to book an appointment, the soonest one is 8 days away and we will look at it them"

Now this was a brand new phone that I had only received that day. I wasn't leaving without a working phone, they did agree to swap it after I made a fuss and kicked off with the manager but made out like I was a right ******* for asking them to replace it there and then

Nexus · 13 Feb 2011 at 15:23

I've always had to wait at the Genius bar, infact I've just come back from the Covent Garden store, where despite being early for my appointment, I had to wait nearly 40 minutes before they saw me.

I think the reason for this is that they have different levels of Genius' based on what your problem is. That's why they have somebody acting like a kind of triage and asking you what the problem is when you sign in. If it's a hardware problem with a Mac, such as I had, it seems like it takes much longer.

Stuff like iPhones and iPods doesn't require so much knowledge and is much quicker to diagnose and sort out. For instance in the time I was waiting, there were Genius' actually free who were on the iPhone/iPod bit.

I've always had to wait... but then I've never taken back an iPod or anything. Today was the longest yet though.

sharingan_sasuk · 13 Feb 2011 at 17:34

Yea I had to wait about 30 minutes at the Regent Street store as well after speaking with triage and checking in. Seemed like many people were not checking in and just turning up, thus never being seen to! I was fine with waiting though because it's always so busy and not one member of staff was free! I'm happy to wait as long as when it's my turn, I get their full attention and I have the right person speaking to me who can understand my issue.

Iceman · 13 Feb 2011 at 18:51

I really cant complain about the service i have had. Been there about 4 times now, each time i arrive about 15 maybe 20 minutes before and get seen on time and come away happy. Last time i went (weds) I had a fault with my mac charger, the guy looked at it and a pin was sticking in. He tried getting it out, didn't work so replaced the lead for me. Also with the macbook warranty up on the 20th of this month he ran a diagnostic in case anything else was wrong. Very very happy.