If you’ve ever taken your MacBook or iMac in for repair, you’ve probably wondered exactly what those Apple technicians are doing behind closed doors. Over on Tested, they talked with an Apple repair tech to figure out what happens, and what circumstances might lead Apple to refuse a warranty repair.
Photo by Magic Madzik.
The process of diagnosing a repair includes a few toolkits, diagnostics, and even a dent inspection tool. What’s interesting is what Apple technicians have to prove in order to say they won’t do a repair:
Physical and water damage are just two things to keep in mind when bringing your MacBook in for service. The general rule of thumb, according to ACMTs (Apple Certified Macintosh Technician) that reached out to us, is that in order to refuse a warranty, Apple has to prove that the damage was due to accidental misuse or user error. In the case of Will’s MacBook, there was no physical evidence that the USB port is what caused the motherboard to die, so the repair was covered.
While Apple’s customer service generally has a good reputation, the company has been known to play fast and loose with its warranty obligations, especially when it comes to mobile phones. Refusing warranty repairs for damage caused by the user is not unusual, and not unreasonable under Australian consumer laws, but claiming that a machine can’t be fixed 12 months and 1 day after purchase might be. Head over to Tested for all the details about what usually happens behind closed doors, and how Apple checks for water damage.