Mac Service stated that it was an Apple authorized service. My Macbook had a sealed battery which needed replacing. They sent me a UPS box and as instructed I sent them my Macbook and adapter. The computer was returned minus the adapter and on calling them they finally sent it to me. When I turned on my computer I found out several of my keyboard keys did not work any more and the software was messed up. I called them and they said it must be my internet or software. When I sent them my computer my software was fine. The R key and the f key did not work at all any more so I could not type. I called Apple and they said these people were not Mac authorized and to repair the damage the had done to my Macbook would cost me an additional $400 dollars. Since my Macbook was three years old after spending $120 with MacService another $400 was not worth it so I had to buy a new computer. This whole event has now cost me $1,000.
There is no way to correct this. I want them to pay me the repair money back plus $200 toward the cost of having to buy a new computer. I now can't even sell my Macbook. Otherwise they can replace the Macbook I had. They deny any responsibility.
To Whom it May Concern:
****** ******* placed her order with MacService on 8/10/2014 for a battery replacement. Once received, we ran a diagnostic test, as we do with all machines upon arrival. Our technicians determined the only issue was the battery and after contacting ****** with our results, she approved a battery replacement repair. We proceeded to replace the battery and complete an outbound diagnostic test. This test is done to ensure all components that were operational upon arrival, as observed in our initial diagnostics, are still functional upon their departure. The MacBook was shipped back to ****** on 8/20/2014.
We got a call from ****** days after, indicating she was having software issues and she was not able to login to FaceBook, nor into her e-mail account. We informed her that we only perform hardware repairs and thus the issues could not be related to the battery replacement we performed. We recommended her to contact Apple for any software related issues, as they specialize in resolving software issues.
After that recommendation, ****** called back days later to say her AC-adapter was missing. As per our company procedure, if an AC-adapter is sent in with a customer's machine, we note it in our system and immediately tag it with a sticker identical to the one put on her machine. We greatly value customer service, so as a courtesy we sent her an AC-adapter free of charge.
During the conversation, she also stated she was exhibiting issues with the battery not holding a charge, and now several keys on her machine were non-functional. After reviewing our incoming and outgoing diagnostics, her keyboard showed no sign of malfunctioning, nor did we do any repair that would have an effect on the keyboard. However, we wanted to ensure her machine was fully functional, so we recommended her to send the machine back in.
At this point she became irate and insisted on us refunding her credit card for the battery, to which we informed her to send the machine back as standard procedure and we would undo the battery repair and process her refund. We even offered her free Next Day shipping to expedite the process. The RMA (Return Merchandise Authorization) was setup on 9/5/2014 and shipping materials were sent to her, free of cost.
Once received, we refunded her credit card back for the battery and canceled out all applicable shipping fees. Even though she was refunded for the original battery replacement, we installed a brand new battery at no cost to help earn back her trust. Additionally, we went above and beyond by replacing the entire top case, which included a brand new keyboard, again at no cost. We contacted ****** to inform her of the service we performed on the MacBook and notified her that it was all completed free of cost and the machine was sent back to her.
To the best of our knowledge, the issue is resolved. We value the trust of our customers and feel we have demonstrated our insistence on going the extra mile to ensure all of our customers have a great experience.
Please do not hesitate to contact us if you have any additional questions or concerns.