Tag: Support

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The Mysterious Case of “Disappearing” AppleCare

One of our colleagues took his iPhone 6s for repair at a local Apple Store and found out that the serial number had been replaced. Essentially, according to Apple database, his iPhone had gone through a warranty exchange some months prior. Thus rendering his actual iPhone no longer eligible for warranty repair.

Perplexed by this issue, he reached us to us. In turn, we contacted Apple for some clarifications. Unofficially according to Apple:

  1. There was an error in the database entry for another iPhone 6s.
  2. The iPhone was reported stolen.
  3. There could be fraudulent warranty-exchange request.

Apple is quick to recognized this issue and started the process of restoring the AppleCare registration on the iPhone 6s.

In this happened to you, don’t panic. Gather all the documents pertaining to the purchase of the iPhone. If you bought an iPhone from authorized iPhone reseller or directly from Apple, it would be really easy to get your AppleCare registration restored. Remember if you kept the receipt, invoice, purchase order and/or the info of the credit card you used to make the purchase; that would make the process much easier too. Contact Apple for support and service, immediately.

We have heard incident like this happened in the past and this is the first time it happened to one of our colleagues.

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MacBook Pro Repair Extension Program for Video Issues

2011 MacBook Pro Video Issue

Apple has just announced MacBook Pro Repair Extension Program for Video Issues on Thursday, February 19, 2015.

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.

As of February 20, 2015, the repair process will be available in the U.S. and Canada. In other countries, it will be available as of February 27, 2015.

I have encountered numerous 2011 MacBook Pro with the video issues. Two of them were repaired out-of-warranty in the past 3 months. I spoke to an AppleCare representative and was informed that Apple will reimburse the repair costs.

Affected Models

  • MacBook Pro (15-inch Early 2011)
  • MacBook Pro (15-inch, Late 2011)
  • MacBook Pro (Retina, 15-inch, Mid 2012)
  • MacBook Pro (17-inch Early 2011)
  • MacBook Pro (17-inch Late 2011)
  • MacBook Pro (Retina, 15 inch, Early 2013)

My personal MacBook Pros are 2010 and 2014 models which do not have the video issues.