MacBook Pro 2017 - offensichtlicher Produktionsfehler - keinerlei Kulanz seitens Apple

Hello Apple team,

I'm writing to you as an historically loyal but now

extremely frustrated Apple customer, who owns a MacBook Pro, an iPhone and an

iPad.

A few weeks ago, the display of my MacBook Pro (13-inch,

2017, serial number ***), which I bought in March of 2018 (i.e. 3

years old), started flickering in purple. After restarting and moving the

display around I realized that the flickering only occurred when the display

was opened in the normal 70-100-degree angle. If I closed it a little more,

everything worked normal. I immediately made an appointment with a local Apple

support shop here in Hamburg and brought it in for inspection.

At the shop, they ran your diagnostic software which found a

“display error” but nothing else. However, given that the display worked fine

in angles of less than 70 degrees, the support guy told me that chances are

that replacing the display would not solve the problem. In order to be really sure,

one would have to replace the mainboard as well as the display which costs around

€1,000 and that therefore buying a new MacBook was the only sound option. The

technician even opened the computer and confirmed that it was flawless inside

and out but still made no effort to have the repair covered through a service

program (which apparently exist for MacBook 2017s).

I think this type of customer service is embarrassing for a

company who prides itself on the quality of its products, is worth €2tn and sits

on €90bn of cash. Moreover, your unwillingness to save an otherwise perfectly

healthy laptop during times when resources are scarce is by no means something

a company like Apple should be proud of.

I am not trying to get any presents here but if an Apple

technician effectively tells me “I know it ***** and the laptop is in perfect

condition, but I cannot tell you more than that” that’s pretty poor customer support

and by no means shows any willingness to help customers out.

A very frustrated customer,

Jakob

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