I accidentally damaged my MacBook Pro, which is only two months old, and I have AppleCare+ that covers accidents. I took it to Best Buy, where I bought it, for repairs on December 13th. However, they messed up the work order and didn't charge me for anything at that point. After it reached Apple, they held the repair, saying they needed more information from me. Things got complicated when I was told my repair required a Tier 4 service, which I was okay to pay, but Apple couldn't change the repair tier themselves and instructed me to work with Best Buy instead. Each time I contacted either Apple or Best Buy, I faced the same issues: Best Buy said they couldn't help because Apple had the laptop, while Apple said they couldn't do anything about the order since it was initiated through Best Buy. Now, the status shows that the repair is completed, and I'm unsure when or how I'll get my MacBook back. Does anyone have any tips on how to resolve this situation or know a better contact number to reach someone who can help?
2 Answers
When repairs are initiated by Best Buy, Apple Support can only see the status; they can’t make any adjustments. You can’t directly contact your local Best Buy from what I know, since calls go to their customer service center. My advice would be to ask for a supervisor if you continue to call them. You might get more clarity on when your MacBook will be shipped back to you. If you have an Apple device, you could also consider using the Apple Support app to set up future repairs without involving Best Buy.
Unfortunately, because your repair request was set up through Best Buy, Apple Support can't intervene directly. Once your MacBook is returned to Best Buy, you won’t get any tracking information since they handle that. However, when you receive it back, I suggest calling Apple Support and asking to set up a send-in repair instead. That way, they'll send you a box to ship it back to Apple directly, and you'll receive updates and tracking all the way to your door.
Thanks for the info! I totally agree about Best Buy’s customer service; it's such a hassle to go through them. Seems like next time I’ll just go directly through Apple!