Apple MacBook screen repair experience
Quick overview:
Product: MacBookpro Hong Kong version 2017, with touchbar, purchased in March 2018
Problem: There was a problem in June 2021, specific performance – color blocks and horizontal bars appeared on the screen, such as pictures
Result: In Huaqiangbei, it finally cost $168 to repair it.
Process: relatively complex, specifically refined into 3 modules
Stage 1: Telephone customer service consultation (incompetence)
Stage 2: Apple after-sales store – authorized store, direct-sale store (give up)
Stage 3: Huaqiang North Repair Computer (Solution)
Next, explain the process.
I. Stage 1: Telephone customer service consultation (no service)
1. Authorized store (non-direct)
The first reaction is to find Apple’s official customer service (technique support?)
Collaborating with online customer service, I tried shortcut keys to determine whether it was a software problem, but it took about 20-30 minutes to fruitlessly.
Therefore, the online customer service helped me make an appointment for Huaqiang North Africa direct store (of course, I don’t know what the difference is from Yitian Holiday, and she didn’t say anything about it)
II. Stage 2: Apple after-sales store - authorized store, direct sales (abandoned)
1. Authorized store
It took about 1 minute to go to Huaqiang North Africa direct-sale store on Saturday, and received feedback from the scene: $40 is needed for monitoring, and it is estimated that more than $580 will be needed for maintenance.
$40 first? Another $580 ? Forget it, take a taxi back. ps: Complain to the online customer service by the way
2. Direct store
In July, after one day’s work, I went to Yitian Holiday Plaza store for consultation and learned that there is no charge for monitoring, but an appointment is required.
The underground-1 signal is weak, and Huawei P30 cannot be connected to on-site Wi-Fi (according to the clerk, only Apple products should be supported)
After understanding the appointment process, go out of the mall and make an appointment on the way.
I went there. This reservation system is estimated to be 10 years ago. It is slow, the process is not clear and cumbersome.
I still want to go back and ask the clerk again. Forget it, one by one, and finally the appointment was successful.
Another day after work, I went to the scene after 7 o’clock and finally entered the process, but the whole process ended in only 5 minutes.
The clerk’s reply:
“100% is a screen problem, no, 99.99% screen problem”
“Change the screen, more than $580, no extra cost”
For backup, you need a hard disk with the corresponding format, only read but not write. I will quickly show you.
If you need a backup, it is recommended to buy a hard disk here.
I’m wondering: Is it really necessary? Otherwise, Huaqiangbei will repair it.
The above are:
3 offline docking (authorized store, direct-sale store inquiry, direct-sale store appointment for maintenance)
2 online customer service docking (pre-consultation, reconsultation after the authorized store is not resolved)
ps: Although the customer service patiently sent me an email and continued to follow up, the attitude was very good, but it did not solve the problem. Indeed, customer service only uses front-assistance and serves as a node to connect consumers and offline stores. For users, what they need is a problem solver.
III. Stage 3: Huaqiang North Repair Computer (Solution)
Finally, I opened MacLCDscreen, consulted MacBook screen, and found they are in Huaqiangbei, $168 , on the scene for more than 1 hour, changed the screen.
Perfect solution to screen problems!
On the way back by taxi, the driver said, “On MacLCDscreen, buy a display screen and install it yourself. There are tutorials.”
A little bit of feeling:
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Customer service attitude is good, but relatively efficient problem solving is the ultimate goal.
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Customer service can’t solve the problem directly, just the docking window. In most cases, it can’t solve the problem.
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Offline store sales orientation, direct and non-direct sales are not clear, and they will not be informed on the customer service side.
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