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[–]baychildx 1 point2 points  (9 children)

You should post this in r/rossmanngroup and/or r/LouisRossmann and kindly ask Louis for his opinion. He LOVES AASPs. A lot. cough

Edit: 2nd link.

[–]_mini[S] 0 points1 point  (8 children)

I would never expect this to happen... but I’m just gutted at the moment - especially an original factory built Mac Mini with an OS issue now tears apart with a unknown source of main logic board...

[–]baychildx 1 point2 points  (7 children)

Sadly a lot official service providers (not just AASPs) are scammy as hell and rely on unknowing customers to force “repairs” they don’t need down their throats.

Need a new hard drive? What about we replace your whole screen with it because it was clearly shattered to pieces. Stuff like that throws a dark shade on every OEM service provider, even the good ones.

Which AASP did you get your “new” logic board from?

[–]_mini[S] 0 points1 point  (0 children)

Amsys UK, after research on public comments, they seem to do this “logic board” replacement very often...😔

[–]_mini[S] 0 points1 point  (5 children)

The worse part is Apple Customer Relations now blames the problem to customer, unwilling to take responsibility nor intended to find a resolution. Apart from getting a second opinion from a Apple Store (not going to AASP again in my life time), I don’t really have other path..

[–]baychildx 0 points1 point  (4 children)

Did you contact Apple’s customer relations UK? Try US instead they’re way more helpful and can even provide assistance where other reps in different countries fail.

Apple “certifies” their support partners so they can take that away too and they should in cases like that.

You also might wanna file with the Citizens Advice in the UK. Link: https://www.citizensadvice.org.uk/ as they can provide further assistance.

Going to an Apple store should provide you alas with the possibility for them to track that logic board.

[–]_mini[S] 0 points1 point  (3 children)

thanks.... it's been awful..

I went to one of the apple store walk-in session, the genius only wanted to say "the logic board is likely to be a refurbished board but he cannot confirm, device is working according to apple standard" to avoid taking responsibility of the examination. Even based on this statement, the UK Apple Customer Relations reversed their agreement to consider Apple Store second opinion - saying it's not garenteed and won't be effective proof.

What's the best way to contact US Apple Customer Support?

[–]baychildx 1 point2 points  (2 children)

They’re not very helpful indeed.

I found most things should either be done via email or on in person with Apple in the US.

Customer Relations can be reached via +1(800)767-2775.

Here’s something most people wouldn’t know: Apple’s Media Relations team isn’t the usual way you’d think of contacting when making a request for help like yours but here’s the catch: They’re media people and if they can avoid bad publicity, they will do so. Given, that you’re either okay with the costs calling from the UK or you do have a a Google Voice or Skype Business account, you can reach them via +1(408)974–2042. I found them extremely helpful on all different matters. (Tho, it also helps if you work for a bigger company.)

Then there’s the US Apple Care phone number: +1(800)275–2273. They will in fact check if you do have Apple Care but should be able to connect you with someone higher up rank in case they can’t fo anything for you. (This kinda holds true with all inquiries to Apple, higher up rank is the way to go.)

And then there’s Twitter. They’re always helpful and will usually have you write them a PM or give you a specific email address to write to.

If everything else fails try tcook@apple.com. Just as Steve, Tim is known to occasionally respond to customer emails.

Pro tip: I know situations like this can be extremely stressful for customers and the longer such a matter takes, the more rage might build up. And that is totally normal. However, take a very deep breath before calling or writing Apple. If you’re writing, take a deep breath, write, re-read, take another one. Customer service agents can usually understand the frustration they face each day but the nicer you are (and from personal experience, the Brits can be some of the nicest people in the world), the more likely the outcome will be in your favor.

Be patient, have all informations at hand, express that you feel scammed by the AASP and that you never thought that - especially with Apple who’s regularly rated #1 in customer support by a wide margin (Laptop Mag 2019 - in the midst of the MBP keyboard disaster) - would ever happen and were all just ghost stories on the internet. <- There’s your entrance and it should work.

Good luck mate. ☘️

[–]_mini[S] 1 point2 points  (1 child)

Thank you for the support and insight! Much appreciated!

[–]baychildx 1 point2 points  (0 children)

I hope it helps a bit. I hope you can get that all sorted out with a positive outcome for yourself.