Abstract:
A 14-inch M4 Pro MacBook Pro user recently posted on Reddit and complained that his device was still not working properly after six repairs. Apple's senior consultant had issued an official email with a written promise to replace it with a new one, but refused to honor it when the agreed time came.
This username went through two logic board replacements, a display replacement, and a lid angle sensor replacement, but the problem was never resolved.
The evidence he showed in his post showed that an Apple senior consultant had sent an official email clearly promising to replace him with a brand new M4 Pro MacBook Pro, which would be sent out after the new machine arrives in September.
However, when the agreed time came, the user sent multiple emails to follow up on the replacement issue, but never received any meaningful reply. Desperate,
he even sent a request for help email to the email address of former Apple CEO Cook in an attempt to escalate the problem, but nothing came of it.
The evidence published by this user shows that Apple did issue a written commitment to replace the phone. Some users in the comment area pointed out that Apple is the party that is in the wrong by unilaterally tearing up the agreement with its customers and should honor its commitments.
But there are also different voices. Some netizens said that Apple usually does not provide complete machine replacement services for MacBooks. Only iPhones, iPads and other products have this treatment. Apple's official statement is that MacBooks can be assembled from scratch using different parts, and only in extremely rare cases will the entire machine be replaced.
However, Apple has no precedent for replacing the entire machine. Previously, an M2 Max MacBook Pro user had to wait too long for repairs, and finally received an M5 Max MacBook Pro as a replacement, and received additional store points.
As of now, Apple has not officially responded to this incident publicly.
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