Poor service experience at MBS Apple Store

[louislsh]

Dear all,

I would like to seek advice on an experience I had at Apple Store (Marina Bay Sands Singapore).
I sent my 2016 MacBook Pro which could not charge beyond 1%, as stated in this article https://support.apple.com/en-us/HT212163, there is a free battery replacement program.

I seldom use this MacBook and my battery cycle is only at 37.
I check that my battery status is showing “Service Recommended”, again highlighted in the article as a criteria for eligibility.
Now when I got to the Apple Store, the staff seem to be aware of this issue and try to get me to pay to get the battery replaced.

The staff told me it could be because I didn’t do the software update, so a software update usually fix this. If it doesn’t, then I’ll have to pay for the battery replacement. Now this was something that didn’t state in the article as a must do.

When I got home, an Apple Store Admin called me and say my MacBook Serial Number is not eligible for the battery replacement program. I ask for a link and he sent an article which is not relevant to the issue I had. Mine was a Touch Bar model.
https://support.apple.com/en-sg/13inch-macbookpro-battery-replacement

It seem that they are trying to push me to pay for the battery replacement.
Is there anyone here that faces the same issue as me and gotten their battery replaced?

Update 26th June 2021 at 3.30pm
Apple Store called me and say that when they input my serial number against their system, their database shows my Macbook not eligible for this program. I asked for what criteria their database check for and he say he won't know, he doesn't write the program.
He told me to change the battery, they will provide me an offer rate of $280.

Thank you
Louis

 

[Kairos]

From HT212163:

If your 2016 or 2017 MacBook Pro exhibits these behaviors, contact Apple to get your battery replaced, free of charge. Your computer will be examined prior to service to verify that it is eligible for the free battery replacement.
...

 

[szeli]

umm e replacement program states it's for non Touch Bar models...

 

[louislsh]

I kind of understand now.
Could be due to my MacBook being out of warranty and the replacement program is meant for those on applecare but they could not put this too obvious.
Therefore the remark
Your computer will be examined prior to service to verify that it is eligible for the free battery replacement.

Now, any recommendations on where to get the battery replacement done other than Apple official stores?

 

[reddevil0728]

I kind of understand now.
Could be due to my MacBook being out of warranty and the replacement program is meant for those on applecare but they could not put this too obvious.
Therefore the remark
Your computer will be examined prior to service to verify that it is eligible for the free battery replacement.

Now, any recommendations on where to get the battery replacement done other than Apple official stores?

Suggest going back to Apple especially when it comes to battery stuff.

you don’t want to mess with electricity.

n you get more peace of mind.

 

[kamsani0]

Go to Simply Mac.sg

Ask Patrick if he got battery for your MacBook Pro 2016. I think he is cheaper.

 

[szeli]

I kind of understand now.
Could be due to my MacBook being out of warranty and the replacement program is meant for those on applecare but they could not put this too obvious.
Therefore the remark
Your computer will be examined prior to service to verify that it is eligible for the free battery replacement.

Now, any recommendations on where to get the battery replacement done other than Apple official stores?

huh? u said yrs is a Touch Bar model, e replacement program link says it's for non Touch Bar models

 

[szeli]

Go to Simply Mac.sg

Ask Patrick if he got battery for your MacBook Pro 2016. I think he is cheaper.

or try macplus at Clementi or just replace DIY. batt likely available on Shopee

 

[Kairos]

For peace of mind, approach Apple SG for repair/replacement.

 

[louislsh]

I send in for the issue of couldn’t charge beyond 1% and it affect Touch Bar model.
The tech guy point me to a replacement program that affects only non Touch Bar models. So they are trying to get me to accept that I don’t qualify by pointing me to a wrong program.

the program I sent in for was
https://support.apple.com/en-us/HT212163

 

[louislsh]

Thanks everyone for your kind inputs.

 

[kamsani0]

Unless my Apple hardware is still on warranty, I would not bother going back to Apple for replacements, in this case battery. Same with iPhone screens, batteries, etc.

Apple charges too much for these services.

Simply Mac.sg got its stuffs from OWC, a reliable third party apple parts manufacturer. Bought their RAMs for my iMacs as well.

 

[reddevil0728]

Unless my Apple hardware is still on warranty, I would not bother going back to Apple for replacements, in this case battery. Same with iPhone screens, batteries, etc.

Apple charges too much for these services.

Simply Mac.sg got its stuffs from OWC, a reliable third party apple parts manufacturer. Bought their RAMs for my iMacs as well.

it depends. sometimes the difference might not be that material. so unless really cannot spare the additional 10-20 bucks. worthwhile going back to apple.

 

[LIN_JOEL]

I send in for the issue of couldn’t charge beyond 1% and it affect Touch Bar model.
The tech guy point me to a replacement program that affects only non Touch Bar models. So they are trying to get me to accept that I don’t qualify by pointing me to a wrong program.

the program I sent in for was
https://support.apple.com/en-us/HT212163

This article mentioned Apple had release an update to fix this issue, if yours is not updated they are not in the wrong to reject you too.
Would you be able to power on your macbook via power socket and try updating the OS and contact them again if the issue still persist?

 

[kamsani0]

it depends. sometimes the difference might not be that material. so unless really cannot spare the additional 10-20 bucks. worthwhile going back to apple.

My MacBook Pro battery was bloated. Got it changed by Simply Mac for S$80.00 I think. Apple's battery replacement is close to S$300.

Not a matter of 20-30 bucks.

I guess many people know about the Apple tax. They always charge premium, for almost everything. But there will always be the one in a million that came out retarded out of the production line.

 

[reddevil0728]

My MacBook Pro battery was bloated. Got it changed by Simply Mac for S$80.00 I think. Apple's battery replacement is close to S$300.

Not a matter of 20-30 bucks.

I guess many people know about the Apple tax. They always charge premium, for almost everything. But there will always be the one in a million that came out retarded out of the production line.

That’s why I say depends. I never say that’s the case for MacBook

 

[skpuppy]

That’s why u say depends. I never say that’s the case for MacBook

Question 1: Do u have a valid warranty?
Question 2: Is your model listed in the replacement program?
If answer is no to both, then suck thumb. No point complaining because they are not carrot head. Even if you battery really spoil, you have to pay. Other brand owners would have asked u to pay already. Apple still check for you.

 

[reddevil0728]

Question 1: Do u have a valid warranty?
Question 2: Is your model listed in the replacement program?
If answer is no to both, then suck thumb. No point complaining because they are not carrot head. Even if you battery really spoil, you have to pay. Other brand owners would have asked u to pay already. Apple still check for you.

quote wrong post?

 

[skpuppy]

Yeah. Hahahahaha

 

[Kairos]

...

I guess many people know about the Apple tax. They always charge premium, for almost everything.

....

Many also know they have world class customer service and support.