01-02-2019 06:40 AM
01-02-2019 02:01 PM
That's like putting out a recall on a known defective product, setting a date in which the customer has to complain by, and NOT telling anyone so hopefully they don't complain - This is exactly what Apple did.
The fact is still - Best Buy returned a computer to me that I stated had a problem when it had just "been repaired" because it fell under the three time rule- all the while KNOWING it had the staingate problem. Rather than fix it or replace it, which is supposed to be the policy, they refused to deal with the issue and gave it back - with me complaining - just to save them money.
The computer has had the problem since it's repair - it had a perfect screen before the repair. The manager REFUSED to deal with it at the time. I even complained on this site and there are no longer records here. Very convienient for Best Buy!
Apple has decided not to cover a known defect by setting a date, yet my complaints were well within that date - again, both Apple and Best Buy saved money by screwing the customer.
Simple - I own three MacBooks, and have purchased them for my children. I have a $2800 MacBook Pro that Apple won't stand behind. I own another MacBook Pro that has an expanding battery that can no longer be used. I own yet another MacBook with SSD failure.
I guess I'm a slow learner.
My daughter is needing a computer for nursing school.
I vote with my wallet - I will NOT be buying another Apple product, and I will no longer shop at Best Buy - especially since having been handed a KNOWN DEFECTIVE computer, while stating there was no problem with it.
That is not "customer support" - It is out and out theft!
01-02-2019 07:15 PM
As the "stains" are actually the anti-reflective material stripping away due to acidic exposure (cleaning solutions, oily skin), this is considered a "cosmetic only" issue. This issue is unfortunately not covered under Geek Squad Protection as cosmetic damage is not included. Apple initially held the same stance, until it was uncovered to be a more widespread problem than initially reported. At that time, Apple chose to offer a Repair Program exclusively through Apple Retail or by service via mail in. Best Buy was unfortunately not part of the refurbishment program.
Like you, I had a 2012 that was exhibiting the "stain" issue. This was due to my keyboard making light contact with the screen while in my backpack and the oils on the keys eating away at the screen. I also missed the window Apple provided, and while I won't share the details here I will say there are ways of clearing the rest of that coating off. My old MacBook screen looked great before selling so I could trade up. I will say that should you choose to look into that do so at your own peril.
01-02-2019 08:56 PM
01-03-2019 05:40 AM
As I live aboard a sailboat, my MacBook is secured in a $800 watertight, sealed container. It was specifically designed for it. It is used as a navigation and weather computer while underway, and resides in that container at all other times.
Before being repaired in 2015, the original cover that the screen was fitted with as it was shipped from Apple went back on - every singkle time. Sealed, safe, and protected, and NO SIGN of "staingate" coating intrusion.
During the repair, I brought it to Best Buy with cover in place. Upon it's return, with the line across the middle of the screen - the very start of "staingate" - I asked what happened to my cover, and told the manager that it was scratched by Best Buy in shipping, probably because the cover was missing.
Seriously, no protection during shipping? To make matters worse, then a employee attempted to "buff it out"!
I couldn't understand why after a couple of months in it's container, upon taking it out, the screen would continue to get worse.
Upon returning to Puerto Rico, I finally have unlimited access to the internet, which allowed me to research the problem and find out what was causing it - "staingate" - In my case it is a continuation from the original breakage of the covering that happened when Best Buy neglected to protect the screen during shipping.
YES - Best Buy is responsible.
I don't know about you, but if I borrowed a car and scratched the clearcoat, I'd be responsible - and having it fixed.
Again - This is a $2800 computer trusted in their care, and recieved back with the staingate started, and then amplified by Best Buy, and when confronted with it, I received the "That's only cosmetic, and there is nothing we can do about it".
Must be easy to go thru life without taking responsibility for your actions.
02-11-2019 06:52 PM
I appreciate you taking the time to write us about this experience. Even if it’s outside of the time frame where we could assist, this is not the way we want you to feel. First, I want to apologize for the delayed response due to the massive number of messages we received this holiday season. We are trying to respond as quickly as possible.
I want to get this documented for you at a corporate level for internal review. We take our customers feedback seriously and rely on it to find ways to improve our processes. I am going to need some more details from you. Please, send me your full name, phone number, and e-mail address connected to your BestBuy.com account. I look forward to hearing back from you so I can continue assisting you. Let me know if you have any other questions as well.