Apple Care+ and Repair Times

I have a 2022 M1 Max Mac Studio that was throwing a diagnostic code that indicated a bad Ethernet controller (or port). It was under the 3 year Apple Care+ warranty, so I decided to call Apple Support to get it fixed. The only options given to me (after incorrectly advising me I could send it in directly, which I could not apparently at my location) were to drop it off at an Apple Store (140 miles one-way) or take it to an Authorized Apple Service Provider (approximately 1 hour one-way). I chose the latter, as my pickup truck would probably not make the 5 hour drive to and from the Sonoran Desert.


The repair shop indicated that the logic board was faulty, and I would need to provide an external drive to back everything up onto. So another 2 hour round trip to provide a backup solution. After being at the shop for 10 days, I was notified that it was done and ready to be picked up. So I took round trip 3 to pick it up. The following day I powered it up, and noticed the wrong logic board was installed (half the memory, incorrect CPU cores and GPU cores). The shop ordered the incorrect part, and admitted as much. So I took it back to the repair shop - round trip 4.


The repair shop was sent a substitute logic board from Apple as mine was not available immediately (or in a reasonable amount of time). Apple sent the shop an M1 Ultra logic board. The technician called me and told as much, but of course was unable to install it into the chassis.


So current status of the repair is that he is trying to get the correct logic board. I am now 1.5 months without the machine, and Apple Care seems to not really "care". No financial compensation for my 8 hours of driving, time without my Mac Studio, that I use for audio recording/editing and digital media creation, or much of any response that holds merit. I get the typical, "oh we will escalate this", blah blah. My case has been escalated some 8 times at least.


So my question is, have any of you in this community had this unacceptable and disappointing experience with Apple Care or with Authorized Service Providers?

Mac Studio, macOS 15.4

Posted on May 14, 2025 12:27 PM

Reply
6 replies

May 21, 2025 11:22 AM in response to thor420

I've had nothing but terrific service service from AppleCare and the Apple Authorized Service Provider I use when I need service.


No where in the AppleCare paperwork does it mention being compensated for time, effort, gas, etc. So I'm not sure why you would even bring that up. Living in a remote area has its challenges, there is no doubt about that however that is not Apple's responsibility either.


If you want further assistance from Apple then call back AppleCare and request to speak to a customer advocate. Ensure you have exact dates, times, invoice numbers, names (people, Apple Authorized Service Provider, etc...) ready and be professional when you talk to them. Remember they are people too and want to help but when customers are frustrated and angry they tend to not treat service people well so please remember to treat others as you want to be treated and you will find you will get further.

May 21, 2025 11:31 AM in response to thor420

if you have spent an extended amount of time without a computer, your Disaster Plan is a disaster.


Almost everyone who depends on a specific computer knows that you MUST have a second copy of your files.


But you also need to have some sort backup plan for the computer hardware, in case yours is lost, stolen, or destroyed, and that is what should be brought to bear while you wait for resolution.

May 27, 2025 6:17 AM in response to Grant Bennet-Alder

Of course I have backup hardware, and the important data is accessible other places. But having redundant Mac Studios? I think that is a bit ridiculous. My Macbook Pro is not going to be able to perform at the level of my damaged hardware.


Anyway, as day 57 without the machine marches on by, I will be sure to overhaul my contingency plan for dealing with the “60 day AppleCare+” problem.

May 27, 2025 7:07 AM in response to thor420

in the US, on a State-by-State basis, laws known as "Lemon Laws" were created to help consumers whose automobiles were still under warranty, but the dealer was unable to repair them for the SAME repair or took far too long to complete repairs.


Depending on your local laws, they may be applicable to computer repairs as well.


The typical recourse is an equivalent-to-new sample of the product, or if not available, completely new.

Apple Care+ and Repair Times

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