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MacBook Pro models with 13" Retina displays manufactured beginning 2012.

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MacBook Pro 2016 backlight issue not eligible for refund!?

I am not sure if this is the right place to place this question, but this is a follow up of the previous thread (Screen issues, Back light dims & goes out) on the FlexGate issue.

Apple now has the extension program for the backlight issue, and I had the exactly same problem as posted earlier.

After tons of time investment to the refund precess, I’m told my serial number of the system is not eligible for a refund (550$) and they told me they are willing to compensate any accessories for less than 250$.

I’m just confused because the MacBook has exactly the same syndrome and this is the preordered one which should be one of the early problematic model.

I’m wondering if anyone else is experiencing the same issue on being refused the refund.

______

Additional information:

I am located in California near Sacramento area.

I made the phone call to Apple and am redirected to two customer relations. One precessed my case for a while (about 1-2 weeks) then he directed me to another customer relation.

I repaired my Macbook pro in an authorized shop inside my university and I gave them both the repair invoice and receipt and no luck. They told me they have given all the information to two departments to confirm that if this could be refunded but no luck.

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Where are you located? Country & nearest city. Also where did you get the system fixed was it an authorized Apple service center or Apple directly.

Have you spoken to your local consumer protection service?

Did you buy the system within your home country or within the EU?

Do you still have all of the packaging and paper receipts or text/email of your purchase? In addition do you have copies of the repair paperwork?

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new information updated!

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@weilan - Before we go forward, you still have the system is that correct? If not there is nothing you can do! As you sold it or deposed of it.

If you still have the system this is what I would do:

  • If you don’t have already done this scan your paper documents into PDF files. Compile an email which is pleasant (no flames! No coarse words! And no belittling in the wording!) You want to outline the steps you followed in order.
  • Where you bought the system and the date, express this was a custom config with the details on what was special.
  • Then describe the issue and when it was discovered and what actions you took going to the authorized servicer and was told what it needed. If you desided not to have it fixed at that point tell them why and when you finally did who did the work and when.
  • The next point is when you discover you could get a rebate for the repairs and the the dialog you had with list all of the people and the dates Also list the service ticket for your issue.
  • I would strongly recommend you have someone proof read it.
  • Paste the PDF’s within it as well as list all service numbers and forward the emails you got, then send it to tcook@apple.com
  • And lastly! You want to state in the email you are forwarding all this information to the DCA Consumer Self-Help - Tips & Resources to Resolve Consumer Complaints

State you will like this resolved in the next few weeks. If I don’t get this resolved I will push forward with addressing this either with legal action or contact local TV and/or Radio news stations expressing my dissatisfaction.

I promise your email will get visibility! Let us know how it goes!

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Thanks for all the advise! I am still using the system so I'll definitely try your way!

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