Does Apple Rip People Off On Repairs?

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I've only ever taken two devices back to Apple for repair. One was an ageing iMac that needed a new hard drive and the other was a MacBook that failed completely. In the first case, Apple replaced the hard drive at a price that was about 30% in excess of what I expected. The MacBook was fried and Apple replaced it completely with a new unit before the 12-month warranty period was up.

But a recent expose by CBC News in Canada has painted a less than stellar picture. Simple repair jobs are being over-charged with fixes that other repairers complete in minutes.

The reporters used hidden cameras when they took a defective MacBook Pro in for assessment at a Genius Bar. They were quoted almost the same cost for repairs as a replacement unit and pointed to Apple's notorious moisture sensors as a possible root cause of the issue. But a third party repairer fixed the issue - which he diagnosed as a bent pin on a connector - in moments.

The report paints a damning picture of Apple's repair processes and procedures. It is worth noting this is a specific situation. I've found service in Apple Stores is highly dependent on who you speak to. For example, I've had different answers to problems when I come a day later to the same store but talk to a different person.

Apple copped a $9M fine for the Error 53 issue by the ACCC and has recently been in the news as the new T2 chip, which is part of the TouchID system in the latest MacBook Pros, will only boot up if a diagnostic software called Apple Service Toolkit 2 that's only available to authorised repair centres says the hardware is genuine.

This new capability hasn't been enabled but is only a software update away if Apple gets its way in recent "right to repair" battles being fought in US courts.

Clearly, blocking third-party repairers and upgraders is a pretty low blow. I've had systems upgraded by experts, as well as switching in larger hard drives myself. Losing the ability to do that gives Apple further control over an increasingly controlled walled garden.

Have you been stung by a repair at a Genius Bar? Have you been surprised by Apple's quote for a report or upgrade and found a third party fixes the problem for a lot less?


Comments

    Silly thing is, stories like this won't stop the fanboys from staying within that infamous "Walled Garden"!

    To be fair, walk into any chain store on different days and ask different people a service-related technical query and you'll get different answers. Not specific to Apple.

    Pretty much any company that does their own repairs will inflate the cost. People will pay extra to have the official repairs done and if the quote is too expensive then they will likely just buy a new product.

    Bricking the device if a 3rd party part or repairer is used seems like it should be illegal to me but then so does siphoning 99% off your revenue through a tax haven but they've gotten away with that for years too.

      Wow, so you'd be happy if they bricked your device just to stop you getting the thing repaired at a more reasonable cost? Out of curiosity, do you use Apple gear?

        No I said it should be illegal for them to do that.

        Nah not anymore I've tried them in the past but there's so many simple things that are easy to do on Windows/Android but an absolute nightmare to do on Apple products.

    Its all about whom do you trust more. Service Centre or third-party repair.

    Yes. Hence why Apple is fighting tooth and nail to stop right to repair. They have consistently fought any legislation that increases the right to repair legislation in the US. They even tried suing (And failed dismally) a 3rd party repair shop for attempting to import parts from China.

    Apple wants to keep its lucrative overcharging for simple repairs going.

    Had a work mate with an iMac that, from what he said the graphics died. He got quoted at apple $1500 and that was "if the parts are still available in our warehouse" he took it to a generic PC place in Preston in Melbourne. They did it for $800.

    WTF. Just started the video, looks like a cult.

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