2012 rMBP battery replacement story
I took my 2012 rMBP into the Apple Store to get the screen replaced because the anti-reflective coating started to wear off. While the Genius was writing up the repair order, I asked him to run a battery diagnostic since I’d been experiencing the “Service Battery” alerts and random shutdowns. After running the diagnostic, he said my battery was consumed, nearing 70% capacity, and 1009 charge cycles. I wasn’t going to ask for a battery repair or a replacement, but he said to wait a moment, looked something up on his iPad, and told me they’d cover the battery under a quality program at no charge. He took my computer, sent me the repair order, and said they’d send my computer back to me in a few days.
A couple of days later, I got a call from a technician at the repair depot saying that they wouldn’t be able to replace the battery since the top case part was unavailable and that I should bring it back later to get it fixed. No mention of any cost here either, just that I’d have to send it in again for a few days. I use my laptop for school, so I wouldn’t be able to replace this part until November or December when I get a longer break. I called the number in the voice message to ask what options I had.
A lady at the service center picked up the phone, transferred the case to herself, and said she’d look into it. She quoted me $310 to replace the battery! Since the Genius said it was at no cost to me, she called the store and talked to the Genius admin. Now my two options were to pay $310 to the repair depot or $199 at the store to get the battery fixed – but under no circumstances would it be free. I argued that they’re the ones who told me it would be fixed at no cost, but they said that the battery was absolutely not covered under a quality program. I told them this was unfair and hung up.
A few minutes later, I get an work order authorization email ordering the part for $199, with the comment, “ordering to ensure part is in stock if customer wants to do the repair.” A few days later, I got the machine back with the screen replaced but the same battery inside it.
I’m extremely disappointed with the way this situation played out. I would have been fine if I’d been quoted $199 at the beginning, but to have the machine go all the way to the depot, then have a service call basically nullify what I was offered by the Genius felt unfair and just bad customer service.
**tl;dr: Genius said battery would be replaced for free, repair depot didn’t have the part, then Apple said I’d have to pay for the battery**