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New Member
Posts: 3
Registered: ‎03-14-2017

APPLE MACBOOK PRO

My husband and I are Elite members with Best Buy,we bought my grandson the MacBook pro 15.4/2 5ghz/16gb/512gb with the applecare for his graduation present to start college with from Best Buy. We paid the extra money for the applecare because the Best Buy salesman told us it would be covered for EVERYTHING. My grandson has had it for 7 months and loved it. While working on it for about 45 minutes one day all of a sudden the screen got lines in it and went completely white. He took it to Best Buy they looked at it and told him to take it to apple and they sent it out and they stated something must've spilt on it. We know nothing was spilt on it and they stated it would cost about $1200.00 to repair. I am very dissaponted in Best Buy for falsely giving us information that EVERYTHING would be covered under the applecare and  feel this is Apples way of getting out of their warranty and I feel after reviewing many online reviews that this has happened to many other people and wonder if this is the way Apple gets out of their warranty. VERY DISSAPOINTED IN APPLE and  BEST BUY at this point

Posts: 6,149
Topics: 0
Kudos: 152
Solutions: 230
Registered: ‎07-04-2010

Re: APPLE MACBOOK PRO

Apple is well known for bending over backwards when taking care of customers, even going beyond the warranty occasionally so the idea that they're trying to get out from under the warranty is very unlikely.

There are indicators inside a computer to tell if there was liquid damage such as something being spilled, so perhaps something was spilled on it that your grandson doesn't know about. Of course, there's always the option that most parents/grandparents don't want to accept, that perhaps something was spilled and someone doesn't want to admit it. Parents and grandparents don't want to accept that their relatives may not always be 100% completely honest with them and they think that their child/grandchild is the exception in the world that they'd never lie to their family.

There are a lot of things it could be, but as Apple is usually quite good at taking care of their warranty items, it's highly unlikely that they're trying to get out of the warranty.
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I DO NOT work for Best Buy. I used to be a Geek Squad Agent for 2 years and this is why I am well versed on their policies and procedures, but I do not work for them anymore. My posts are my own opinions and do not represent any opinions of Best Buy. If you do not like my posts, and want to report me, you can do so by clicking this link and reporting me to the moderators.
---Nearly all virus infections are a result of a problem between chair and keyboard---
New Member
Posts: 3
Registered: ‎03-14-2017

Re: APPLE MACBOOK PRO

I know what is true,my son was working with him and it happened while they were working on it. I know my family,you think what you want. Bye best buy
New Member
Posts: 3
Registered: ‎03-14-2017

Re: APPLE MACBOOK PRO

I also know what the salesman at best buy told us when we bought the warranty about everything being covered but maybe you don't believe that either
Posts: 6,149
Topics: 0
Kudos: 152
Solutions: 230
Registered: ‎07-04-2010

Re: APPLE MACBOOK PRO

A spill can happen and not immediately cause damage. And I understand that you know your family and trust them, everyone does.

As for what you say was told to you, nobody but you and the salesman know what was said so I have no way to determine what was actually said, I was mostly commenting on the damage to the laptop and the unlikelihood that Apple was lying to get out of any warranty repairs.

On a separate note, I worked for Best Buy over 5 years ago and I remember customers telling me to my face that I told them X when I know for a fact that I never said this. Now, they may actually believe I did because I understand that people sometimes hear what they want to hear, and their assumptions of what was meant may morph in their mind to them believing that it was actually said rather than just something they assumed based on a guess of what a salesman meant by a certain turn of phrase.

In reality, nobody knows what was said to you, but it's unlikely that Apple is lying about the liquid damage.
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I DO NOT work for Best Buy. I used to be a Geek Squad Agent for 2 years and this is why I am well versed on their policies and procedures, but I do not work for them anymore. My posts are my own opinions and do not represent any opinions of Best Buy. If you do not like my posts, and want to report me, you can do so by clicking this link and reporting me to the moderators.
---Nearly all virus infections are a result of a problem between chair and keyboard---
Recognized Member
Posts: 123
Registered: ‎02-07-2011

Re: APPLE MACBOOK PRO

Most laptop manufacturers, Apple included, have placed small pieces of moisture sensitive paper under the keyboard. The paper turns pink when moisture is detected. If they noticed pink paper, they will have determined there was a liquid spill
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Posts: 1,143
Topics: 7
Kudos: 92
Solutions: 69
Registered: ‎12-23-2016

Re: APPLE MACBOOK PRO

Hi Taken,

 

Thanks for joining the Best Buy Community forums. I’m sorry to see that such poor circumstances have brought you to us. As a former Geek Squad Agent I know how frustrating it can be when unexpected liquid damage is found in your computer.

 

Section 4.1 (ii) of the AppleCare Terms & Conditions lays out that liquid damage is excluded from the coverage of the plan. I apologize if this was not clearly communicated to you when you purchased the laptop. I’d like to catalog your concerns so we can use this situation to improve the service that we offer in our stores. If you could let me know what store you made the purchase at, and when the purchase was made so that my documentation can include complete information, I’d appreciate it.

 

Going forward, I suggest you request that apple provide you with evidence of the liquid damage in your computer. When I was a Geek Squad Agent, we were often able to provide pictures to our clients to show liquid damage. Apple may be able to do the same for you. I would also suggest continuing to try to work with them towards a resolution on your repair. Apple has been very fair to me in the past regarding repairs to my computers, and I hope they will extend the same courtesy to you.

 

If you have any questions, please let me know. I look forward to hearing from you with the purchase details so I can fully catalog your concerns.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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