Ombudsman for Apple

Apple feedback: Product Feedback - Apple. If you want Apple to hear your issue.

Your can use the Get Support link on this page upper right to start the process to try and contact an individual office at Apple.

But if the Mac is not covered by warranty, or an announced service program for certain issues, you're chances of getting "free" repair is slim to none.

Apple has established the policies and they are applied equally to us all.

Consumer products, their warranties, and their extended warranties work in a predictable way.

Warrant-able implies, but does not guarantee, High Quality:

Commercial product makers build high quality products. You can tell because the manufacturer is willing to stand by their products and repair or replace them (but only for defects in materials or workmanship) at manufacturers expense for a stated warranty period.

For Apple Macs in most countries, that period is one year. That is the total responsibility Apple or any manufacturer has to you under law. Assumptions about additional responsibility of Apple or any other commercial product-maker's products working longer than the warranty period are not accurate. The amount you paid for the product has no bearing on this. The rules are the same for a car costing US$20,000 or more.

Extended warranty:

Some manufacturers offer extended warranties, also known as service contracts. For a modest pre-payment, the manufacturer agrees to service their product for an additional period of time -- to repair or replace defects in Materials or Workmanship for an additional period. In some cases, the service contract covers additional items beyond defects in materials or workmanship. In some cases, there is a copayment required to obtain this service.

Some users will have No claims during this period. This "insurance effect" allows the manufacturer to keep the price of this service contract relatively low. You generally can not sign up later, because then only owners with problems would sign up, after they discovered an issue.

The MacBook Pro is a lightweight, portable computer that can run on batteries. Being portable, it can easily be subjected to multi-G forces daily, just by being moved about in a completely ordinary way. This is extremely stressful to electro-mechanical equipment. I would never even think about NOT purchasing the extended warranty coverage for such a portable device.

What is NOT covered under warranty is screen glass breakage, liquid spills, or catastrophic failure (hard drops or "run over by a truck"). These items are covered for up to three years (now extendable) by AppleCare PLUS (two incidents of each type with a co-pay that essentially covers the labor). if you want the extended coverage, you must sign up within 60 days and an inspection or remote diagnostic may be required.

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If you made the decision to NOT pay for the extended warranty, you made a decision to bear the cost of repairs during the extended warranty period yourself.

Have you asked to be escalated to a senior advisor ?

Here is a link to all the ways you can reach Apple --> Contact - How to Contact Us - Apple