I spilled filtered water on my customized MacBook Pro 14" with an M5 Pro chip just a month after purchase. After it shut down automatically, I took it to an Apple Authorized Service Center. They found corrosion on various components and noted that it needed a new top case and logic board. However, they couldn't order the necessary parts since my device is a new, customized model. They canceled the repair and refunded my service fee, while directing me to Apple Support. The senior advisor I spoke to promised a replacement device, but when I took it to the Apple Store, they denied any policy for accepting drops for customized models. Now, I'm five days without my laptop and confused about what to do next.
5 Answers
It doesn't really make sense that they wouldn't have parts for a model that's been officially released. Perhaps the service center just doesn't have access to customized components yet. I'd keep at it with their support.
What country are you located in? Sometimes policies and parts availability can vary significantly depending on location.
Honestly, they should be handling the logistics better. Have you considered asking for a box to send your laptop back to Apple for repair or replacement? Since it's a customized model, it can be a hassle, but Apple might need to resolve it from their end. Keep pushing!
For a customized model, the repair options can get tricky. Make sure to explain to them that your situation is urgent and all you've been through. They really should take responsibility and help you out sooner rather than later.
Sounds like the senior advisor messed up by sending you directly to the store without confirming first. I've been through similar situations before and it can be frustrating. You might need to call Apple Support again and insist they escalate your case. If they still create new Case IDs, it might just prolong your wait. Hang in there!
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