Reviews

Review Details

• Review fromMark H

  Date: 09/26/2024

  1 star

  Mark H

  Date: 09/26/2024

  After examining and diagnosing my PowerBeats Pro (device) ********************** breached a written promise to repair my device. On August 15, 2024, I brought my device into a ********************** shop with a pairing issue. The clerk observed the pairing issue and advised that my item was under warranty and would be repaired. The system was down, so I hand wrote my name, email address, mailing address, and phone number on a sheet of paper that contained no disclaimer or fine print. More importantly, the clerk, after examining my device, wrote wont pair as my devices issue. As detailed below an shown in the exhibits, MacExperience (1) confirmed the diagnosis and (2) provided written assurance to repair or arrange for the repair of my device. On August 16, 2024, I received the following update from MacExperience: "Our technicians have diagnosed your repair and ordered part(s). Once the part(s) have arrived, the technician will begin the repair and you will be notified when the repair has been completed." (See Exhibit B). On August 19, 2024, I received the update that, "Our technicians have shipped your device to one of *****'s repair centers for repair. Most mail-in repairs take 5-10 days from the time they are shipped to be completed and returned to our store." However, MacExperience, notified me that would not honor their written promise because an Apple technician detected liquid damage with no further explanation. Neither the MacExperience clerk nor I observed any liquid damage when the MacExperience clerk examined my device; again, after examining, he wrote wont pair on the intake form. When pressed on honoring its written promise, MacExperience blamed automated notifications. Keep this lack of integrity in mind when determining where to go for a Mac repair.

  The Mac Experience

  Date: 10/01/2024

  ****, thank you for your review. As our technicians communicated to you, your device was under *****'s limited warranty. PowerBeats Pro are a mail-in repair, which means they get sent to an ****************** for diagnosis and evaluation. While we could replicate your issue, it does not mean we determined the cause of that issue, as that is out of scope as an ************************ Provider adhering to *****'s repair regulations and rules when it comes to your device. We had to order a box to mail your device in, which prompted the "parts ordered" email you receive. We do not repair PowerBeats in-house. ***** determined that the device was faulty due to liquid damage, which meant the replacement is not covered under their limited warranty. If you feel their diagnosis to be in error, please reach out to ***** directly at 1-800-MY-APPLE or visit the Apple Store nearest you.