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Apple sanlitun store in Beijing, poor after-sales support!

My lovely 2011 mac book air has died, again. It was repaired only a month ago. Exact same thing, m/b or main controller has fried. Last time had to wait one day to get hold of genius at bar, repair as quick in one day (that was nice). This time round i have to wait two days for the Genius! Apple I paid good money for your product and the AppleCare, you sit on cash like donald duck’s uncle would be proud of but even in China you refuse to hire staff to deal with the demand? This sucks. It will take exactly two minutes for the genius. You guys need to rework the system or you will find your industry leading service is panned.

12 comments

1 patrick { 03.15.12 at 6:19 pm }

Only three genii at the bar. I’m waititng to get ‘served’. This sucks.

2 patrick { 03.15.12 at 6:40 pm }

if what i am seeing is how the genius bars work in other countries then it’s a mess.
One thing they can do at least is apparently do a hardare check onsite. And the mac book air’s prob is not a ‘known one’ as the guy did not know what issue is. Says maybe keyboard. Weird. Had m/b replaced alreasdy, let’s see…

3 patrick { 03.15.12 at 6:56 pm }

nope. Totally dead. I have not seen this in all the hardware i have dealt with over the years. Microsoft is the blue screen of death, hp are the frying lcd screens, seagate were the hard disks of data demolition, the Mba is the laptop of apoptosis…

4 patrick { 03.17.12 at 5:46 pm }

Two days later, still waiting. If this goes on I will need a new PC so that I can continue working when my Mac Book Air is under repair! All I can say is that if you buy a MBA mid 2011 then make sure it is not your workhorse and main computer, because you cannot depend on it….
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5 patrick { 03.19.12 at 10:44 pm }

So, the MBA is finally back home. they have had to replace the motherboard or some part of it again, rather coy on the details :-/ they said ‘if it breaks down again within two weeks, just come straight in, no need to make n appointment”. great, makes me feel soooo good…
At least when I build my own they do not break down like that, in fact they usually do not break down. 7 years and yes the m/b was acting up, but committing suicide?
Actually I was typing that and the Mac Book just totally froze. I had to force a restart. Not a happy man..

6 patrick { 03.22.12 at 10:42 pm }

so, in the end it got solved. at least for the moment. in this instance most likely EFI 1.4 update crashed and caused the problems. I hope I can now look forward to many years of trouble free OSX…

7 patrick { 03.22.12 at 10:43 pm }

In the end three times at the Store, starting to become a familiar fixture there, I hope this will not be the case, however fast the Internet connection is there!

8 Patrick { 04.30.12 at 12:49 pm }

And once more I will have to go back. Yesterday I tried to start it up. Nothing happens. This will make it the third time. It lasted just over a month from last repair. This is becoming a bad joke and I have no hope of getting a new MBA, only Apple exchanging the m/b when in all likelyhood the entire thing (except HD) needs to be junked? Or is it that all 2011 i7 MBAs are snazzy overheating piles of crap?

9 patrick { 05.07.12 at 12:18 am }

I think that Apple have a deliberate policy to waste users time when they repair items. By not finishing the reinstallation of parts peoperly (ie basic stuff like resetting the PRAM and the i/o subsystem after hardware reinstall they force people back to the store (who will not necessarily know what is happening) so they can make more potential on the spot sales? After third m/b exchange I had no USB and strange behaviour. “Oh but you need to reset the IO” (four fingered salute is I think the right term) “and it works”. (and I am sure he wanted to say: “fool” after that ūüėČ

By the way Apple – why are you always replacing parts and not the whole thing and get it done with? Technically I have had repaired more ‘value’ (as per your invoice) of MBA than I paid for it. And I have a three year warranty. Is it so hard to work it out?

10 patrick { 05.13.12 at 10:45 am }

not even two weeks. I now know exactly how it fries. Plug in power, usb hard disk, perfom backup, work, put mba to sleep by closing lid. Come back next morning to a dead mba. What is the matter with it???????

11 patrick { 05.13.12 at 11:58 am }

one month for a replacement mba? Apple can you explain this? I purchase the highest end mba, i purchase the applecare, and six months later i have already had 4 repairs, now 1 month to wait and i can’t even get a replacement during my wait? You should not be in the pc business with this kind of service or at least not in the high end one, if i had bought it at a 3rd od the price, ok. But not this.

12 Fourth time lucky. New Mac Book Air after three failed replacement parts! | The Deanies { 05.15.12 at 3:00 am }

[…] After my mid 2011 Mac Book Air died for the fourth time, I had to kick up a bit of a fuss at the Genius Bar in Sanlitun, they wanted me to wait *1 month* to get a replacement MBA from Singapore (!!). Turns out that Apple HK had also not put my AppleCare onto the MBA, so I also had to fight to get them to recognize I had Applecare on it (weird). Had to leave fuming. Then later that same day got a phone call, they would replace my MBA immediately. I went back and got a brand new MBA and 3 year AppleCare . It seems to work and has same Samsung SSD as previous one. up at 2:45 AM having recovered from TimeMachine backup. now going to sleep. what a mess. can I expect this one to last more than one month??? Kudos to Apple SLT though for doing the right thing and getting me a replacement immediately. See previous thread here: MBA woes […]