AppleCare+: Mac repair would have a limit on damaged parts

We have already talked several times here in NYXDevices about the advantages of having AppleCare+, Apple’s warranty modality that, in addition to extending the coverage period of the products, also includes the possibility of repairing the products in case of accidental damage (two exchanges for the year) upon payment of a fee — which, in the USA, is not charged for some unexplained bureaucracy.

Among the damages covered by the program are those caused by contact with liquids – something that is not part of the conventional warranty of Apple devices.

The problem is that a specific part of the AppleCare+ terms of use for Macs makes this coverage very subjective, check it out:

Here is what is written

Apple will not provide Hardware Service or ADH Service [Accidental Handling Damage] under the following circumstances:

[…] (d) to repair damage, including excessive physical damage (e.g. products that have been crushed, bent or submerged in liquid), caused by reckless, abusive, intentional conduct or any use of the covered equipment in an unusual or non-normal manner or intended by Apple;

 

his part generates controversy precisely because it is very subjective, after all, how does Apple know that a person submerged the notebook on purpose or accidentally dropped a bottle of water on top of the keyboard?

Matheus Kise , YouTuber and ND reader, had a problem related to this when he dropped a glass of water on his computer in a moment of carelessness. Initially, Apple (more precisely, an Authorized Service Center) refused to repair its 13″ M1 MacBook Pro on the grounds that it had many parts damaged when it came into contact with a liquid, even though it was an accident.

More specifically, the support workers who served him said that AppleCare+ only covers a maximum of four liquid-damaged parts, while his laptop had about ten affected parts—which ultimately resulted in the repair being refused . When calling Apple support to better understand the case, Kise heard the same justification again. 😳

This whole mess motivated the YouTuber to open a complaint against the company on a portal. Soon after, he decided to send his MacBook Pro directly to Apple Morumbi (the company’s store in São Paulo), where, then, he received a completely different treatment.

Interestingly, after being delivered to the store, Kise’s MacBook Pro had almost all of its parts replaced, handily exceeding the limit of four components claimed by technical support and by Apple itself (by phone).

Despite the happy ending, his case draws attention precisely because it involves an apparently unprecedented refusal, since, in similar episodes, Apple usually performs the repair or exchange of devices without much fanfare — even in even more severe situations, with a number of considerably more damaged parts.

The latest edition of the AppleCare+ Terms of Use for Macs, published 3/8, does not cite any parts limit for its repairs. The document can be accessed in full in this PDF .

0 Shares

Leave a Reply

Your email address will not be published.