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Old Dec 25th, 2020, 02:59 AM   #1
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Trillion dollar cheapskates!

I live in Thailand & have always bought my Macs directly from Apple. MBP 2015.

Battery swelled & busted the top case 10 days after AppleCare expired. Apple granted me an exception and covered it.

Just a year later, battery has swollen again & popped the bottom plate. Always seems my support calls get routed to Singapore.

Claim for exception has been denied by TWO senior advisors. Told me, after all, my Mac was five years old!

So that's the quality of Macs now?!? A year-old battery manufactured by Apple failed, and they won't cover it!

Does anybody here think kicking this upstairs somehow to Apple Corporate would overrule this decision? Or would they stick to the opinions of their senior advisors?

If anybody has had luck with this approach, I'd love to hear about it.

And if anybody has a somebody in Apple to kick this to, with contact details, I'd be grateful.

Apple is normally hard to reach for feedback. TIA!
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Old Dec 28th, 2020, 12:28 PM   #2
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I can never hurt to go above the first level of support as they generally just stick to the rule book.

Do batteries only get a 1 year warranty? That seems absurd that it would have an issue like that 1 year in.
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Old Dec 28th, 2020, 03:08 PM   #3
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maybe worth the effort to email [email protected] - seems to have helped others get resolution
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Old Dec 29th, 2020, 05:32 AM   #4
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Seems like a VERY longshot! My only other option is going for a third-party battery. Here in Thailand, support is always routed to Singapore. We used to get advisors in Australia, Philippines & New Zealand, too. Seems the support staff were not such hardasses as the Singapore crew, or perhaps I've just been lucky and my luck ran out. Severely bummed--terrible Xmas present!
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Old Dec 29th, 2020, 11:21 PM   #5
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That address for Tim Cook bounced back to me. Does anyone have another way to reach Apple? TIA!
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Old Dec 30th, 2020, 09:15 AM   #6
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google helps in many ways - here is the correct email my bad sorry.

Cook’s corporate email address is [email protected]

https://www.wikihow.com/Contact-Tim-Cook
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Old Dec 30th, 2020, 11:48 PM   #7
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Never would have thought of looking there. Hope I get a reply. Thanks!
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Old Jan 1st, 2021, 04:34 AM   #8
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Be aware replacing the battery in those is no easy task. If you get the battery they should send you something to dissolve the glue the battery is stuck to the top case with, plus a bunch of tools to pry the battery up.

When Apple fixes them they replace the whole top case because the battery is glued in. Stupid design. It started with the retina models to make them thinner so they didn’t have to put a plastic frame and case around the battery. The cells are now wrapped in plastic and glued in.
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Old Jan 1st, 2021, 10:34 AM   #9
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AFAIK, Apple's determination of whether they would cover battery-related issue was based on (a) whether there were actual technical issues relating to that battery lot, in which case (eventually) they'd issue a recall / repair order, and/or (b) the cycle count on the battery itself.

If you plan to tear down the laptop yourself, as Reboot notes, it's a bit of a pain.

Here's the iFixit guide (labelled as "difficult"), in which it notes that the use of an adhesive solvent is a must...
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Old Jan 1st, 2021, 10:52 PM   #10
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Thanks for your thinking on this. Perhaps I will get a reply from Tim Cook, though I'm not holding my breath.

The second senior advisor told me the battery itself seemed to be in good health. But I have noticed it depletes far mor rapidly than before.

Apple sure is not the company it was in years passed. Seems like Mac users are only good for adding to the bottom line.

As I live in Bangkok, where many things are still easier than the West, there are tons of small Apple repair shops. I have mostly avoided going that route as Apple once denied me for a third-party battery.

The only other decision will be to use my Mac till it dies. I like having all these ports, even if I had the spare three grand to spend.

I would definitely NOT be trying to replace the battery myself! Yikes!
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