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Macbook Pro 2011 GPU Fault

Apple have refused to repair/replace my Laptop, when it's clearly a manufacturing defect from a batch of MacBook pro's ranging from 2011-2013. (This is well documented over the internet)

 

I have gone through a long process speaking with multiple Apple employee's (In store and over the phone) with none of my questions answered. I have created this post as I would like to have replies from anyone who has had a faulty MacBook preferably the model and defect I have and what the result was speaking with Apple.

 

I have copied and pasted my letter to Apple which I am currently waiting for a response.

 

Apple Distribution International

c/o Apple (UK) Limited, Legal Dept

2 Furzeground Way

Stockley Park East

Uxbridge

UB11 1BB

United Kingdom

 

Case Number: *****

(Without Prejudice)

Dear Legal Department Team,

 

I am writing with regard to a MacBook Pro that was purchased from your White City retail store on 28/11/2011. The product is not of a satisfactory quality and not fit for purpose as it fails to switch on at all (further details to support my complaint are enclosed).

 

Initially, the screen would flicker before making loud, beeping noises then resulted in the screen turning black. Now it does not switch on at all. I made a reservation at your Regent Street store on the 30th July 2017 which resulted in poor customer service and provided no answers. I then contacted your support team (and spoke with Zandy) to explain the situation and discuss options. Zandy agreed that it was a hardware fault and that I could claim repairs/replacement under the Consumer Rights Act 2015 s. 9 & s. 10 / Sales of Goods Act 1979 s.14

 

To clarify the MacBook’s problems with Apple, Zandy advised me to return to the White City retail store and ask for a further inspection of the machine. A senior member of staff reviewed the machine and deduced that the fault is either the Logic Board or GPU – both of which are covered by the Consumer Rights Act 2015/Sales of Goods Act 1979.

 

I was also advised that it is very unlikely for the Sales of Goods Act 1979/ Consumer Rights Act 2015 to be denied unless the machine is faulty due to ‘accidental damage’. The Logic Board or GPU failure do not fall under this category.

 

Following this advice, I researched the official Apple repair programme for 15in and 17in MacBook Pro models manufactured in 2011, and 15in MacBook Pro with Retina models manufactured from Mid 2012 to Early 2013.

 

I found out that there were problems with the 2011 models with AMD graphics cards, suffering from system crashes and hardware problems and it is clear that I am experiencing the same malfunctions.

 

Apple have recently stopped the recall for the 2011 models this May 2017, which puts me only 2 months away from the Apple repair Programme but still within the 6 years of Consumer Law/Sales of Goods Act. This is a known issue for my model as stated on your website (please see quotes from the Apple website)

 

“Apple has determined that a small percentage of MacBook Pro systems may exhibit distorted video, no video, or unexpected system restarts. These MacBook Pro systems were sold between February 2011 and December 2013.

 

Apple or an Apple Authorized Service Provider will repair affected MacBook Pro systems, free of charge. See below for details on affected models and service options.”

Source: https://www.apple.com/uk/support/macbookpro-videoissues/

 

Clearly, there is a known fault with this MacBook model and Apple are aware of this issue. This experience has left me feeling disillusioned with Apple as you claim to be a company that cares for its customers above all else – this is not the case. The Apple legal team, store team and customer support team all told me conflicting reasons for the machine’s problems.

 

There are still no clear answers for the following questions:

 

  1. 1. How is an average customer expected to predict an internal hardware fault before it happens?
  2. 2. If Apple is aware of this documented malfunction, why is it not clearly stated on the consumer website?
  3. 3. Why has the official diagnostic (White City retail store) not been acknowledged in my complaints?
  4. 4. Why has Apple refused to repair/replace the machine if it is within the six-year guideline under the Sales of Goods Act 1979/Consumer Rights Act 2015? – An Apple employee said that I had no right to a repair/replacement service as I had not notified the company within 5 years. The Sales of Goods Act 1979/ Consumer Rights Act 2015 states 6 years.

 

 

Please pass this letter to the relevant legal department within Apple to review and reply. I expect a detailed response as I have already spoken with multiple channels with no resolve.

 

Yours faithfully,

 

Kyle *****

 

<Personal Information Edited by Host>

 


最後更新：2017-10-10 22:19:29

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