I'm feeling really frustrated and need some advice about my experience with Apple's customer service. I bought a 16-inch MacBook Pro (with AppleCare+) in February 2023, but I've faced a bunch of issues with it — from display problems to needing a logic board replacement after it completely failed in July. Even after getting it repaired, the screen issues persisted, and my keyboard and trackpad eventually stopped working too. Apple acknowledged the issues but hasn't been able to fix them permanently.
Now, Apple wants to replace my laptop, but they're only offering me a 14-inch MacBook Pro instead. While the specs are decent (M2 Pro, 1TB SSD, 16GB RAM), I specifically chose the 16-inch model for accessibility reasons due to my vision impairment. The 14-inch replacement means a 21.7% reduction in screen area, which isn't ideal for me. I've let Apple know that this is an accessibility issue under the ADA, but they won't provide a 16-inch model.
I've tried escalating the issue through support, spoken to their Accessibility line, and even filed complaints with the BBB and other organizations. I'm just so tired of this long process, and I can't afford to lose my investment of $2600. Has anyone else dealt with a similar situation or found a way to escalate issues past standard customer support? Any advice would be greatly appreciated!
5 Answers
Ask them for the written policy that was in effect when you bought your 16-inch. You need to demonstrate that you’re serious about getting the resolution you deserve.
It sounds like you’re dealing with a classic CRU (Customer Replacement Unit) situation. Typically, replacements should match the original device model, and it's strange that they aren’t offering you a 16-inch equivalent. Are they sending this replacement from Apple Support or a retail location?
Having worked for Apple, I recommend sticking to the repair path for now. If they say they can only offer something comparable, it seems unfair considering the price you paid for your original device. Keep pressing for a more suitable replacement, especially since screen size was a major factor in your choice of laptop. Being calm and respectful when contacting support really goes a long way!
Absolutely agree! If you have an active AppleCare+ plan, they ideally should offer a direct replacement. If they can’t do that, they need to ensure the new device meets or exceeds the specs of your original Mac.
Seeing as they still make a 16-inch MacBook Pro, they should honor a replacement with that model. It just doesn’t make sense to downgrade you, especially considering your specific needs.
You'd think so, but it seems their definition of 'like-for-like' doesn’t align with my needs.
The BBB won't solve this for you. Have you thought about reaching out to Tim Cook directly at [email protected]? It might shake things up a bit.
I did email that address! What’s your take on contacting other higher-ups?
The replacement is coming from Apple Support over the phone. The local certified shop I’ve used said my laptop is beyond their repairs, and the nearest Apple Store is 3.5 hours away.