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Misdiagnosis from an Apple-certified repairer leading to the unnecessary purchase of a new macbook
Comments
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lockedout69 wrote: »please read that back to yourself, I don't think the op came here for a lecture about second hand goods being cheaper. Instead maybe they came here for consumer advice about services paid for and not been delivered with any competence.
They came here for consumer advice only after they had made totally unrealistic demands from the company concerned:I demand financial compensation to the amount of £1340.50 which makes up the cost of unnecessary purchase of the Macbook and the (mis)diagnosis fee. My second demand is that Jigsaw 24 loses its accreditation as an Apple-Certified repairer.
Neither of which is reasonable.
The OP chose to spend £1340 on a new computer but if they had opted to spend £548 on a repair then they would have had a working laptop in the same state as before it failed and would have had far more of a case for getting some or all of the cost refunded.
For someone who admits to only having £84 a month in spare cash, choosing to spend 15 months worth of living funds on a new laptop rather than 6 months worth on a repair is quite frankly, madness.0 -
Claiming a violation of Part 1 Chapter 4 of the Consumer Rights Act 2015.
I paid the £36 diagnosis fee to Jigsaw 24 and then proceeded to take the Macbook to an official Apple store and they created a full analysis report of the problem. They concluded that ‘After running all diagnostics on the machine there has been no issues present on both software or hardware of the device therefore no repair needed accept [sic] from the display which had a coating issue (which is part of a quality program therefore no cost required).’ How long did it take you to buy the new MacBook, did you buy it before you went to the Apple shop to ask them to check your MacBook, did you buy it at the same time, or after? It might have been been a good idea for you to have waited for Apple to look at your old machine. It's not Jigsaw's fault that you didn't wait. You didn't really mitigate your loss here, did you.
This means that I have unnecessarily spent £1304.40 on a new Macbook because of Jigsaw 24’s misdiagnosis. This purchase has significantly affected my financial circumstances but was unavoidable as the item is a key tool in the organisation of my life and education. This could have been avoided if you'd have waited. Any patient can ask for a second opinion, it's fine to do this.
In my formal letter of complaint, I have demanded two solutions. As the service provided by Jigsaw 24 clearly was not done with ‘reasonable care and skill’ ergo breaches my Consumer Rights and has resulted in the gratuitous purchase of a new Macbook Pro. Again, you could have waited for Apple to look at your first Macbook. I demand financial compensation to the amount of £1340.50 which makes up the cost of unnecessary purchase of the Macbook and the (mis)diagnosis fee. The most you can get here is a refund on the repair cost. My second demand is that Jigsaw 24 loses its accreditation as an Apple-Certified repairer. This is just daft, sorry! They have lost my trust in ANY Apple-certified repairer to provide me a satisfactory service and I will be reporting this case on my various social media platforms so that this mistake is not made by future customers of this provider. So you're willing to name and shame them? That's not a good idea.
Have they replied to your letter of complaint? You're not in the place to demand anything, it was your choice to buy a brand new laptop, and if you'd have held off a few days while Apple looked at it you wouldn't have needed to have bought a new one.
Wouldn't have been wise to return the new MacBook once you'd received the report about your old one? They have a (what looks like) 28 day returns policy; https://www.apple.com/uk/shop/help/returns_refund You didn't have to keep it. From here it looks as though you bought a new MacBook because of the free Beats, so this had nothing to do with Jigsaw.
Trust me when I say there's no loss here, Jigsaw didn't tell you to go and buy a brand new machine, you don't have any sort of case. The most you can get is the cost of the diagnostic fee.0 -
I'd be inclined to agree with that. I don't think they should expect to get any more than their money back for the original test. They might have a better case if they had left the original place to carry out repairs and then pointed out they were unnecessary, but as soon as the OP went off to do their own thing the costs become indirect and much more tenuous.I think the most they could claim is the cost of a second hand model minus whatever they can sell the (not) dead one for. And since it is now working from what I can tell then they can gain that by selling it. So that brings it down to costs only.0 -
would you not say the proof lies in Apple's analysis report that did not report any logic board failure? This is the full report where my evidence would lie - let me know your thoughts. They talk about a screen problem but thats something that happened with a select batch of 2015 macbook pro retina display that was released and so was repaired for free as per the quality program.
Issue: Customer reported issues with Mac not powering on and a display coating issue on the display.
Steps to Reproduce: Verified at the Genius Bar. After disconnecting the battery and reconnecting it the machine now boots on and we have run our standard MRI test which has passed.
Cosmetic Condition: Mac has one missing foot, display coating issue, marks to the bottom case on the left hand side and was booked in with a shell case clipped on top.
Proposed Resolution: We booked the machine in for further tests to see if there are any further issues with the machine that caused the device to shut down as customer had been advised at a AASP that a possible MLB may be required. After running all diagnostics on the machine there has been no issues present on both software or hardware of the device therefore no repair needed accept from the display which had a coating issue (which is part of a quality program therefore no cost required).
All that report says is that they couldn't find a fault. Absence of evidence is not evidence of absence.
Nor does that report state that the battery was unseated (which I would expect to be classed as a hardware issue - a user created one thats easily rectified but a hardware issue none the less).
What I was trying to tell you earlier is that you're going to have to prove that they failed to carry out the service with reasonable care and skill. It is possible to exercise reasonable care & skill and still get the wrong answer, or have a situation where 2 professionals are of differing views (and neither are negligent just because there is someone of a differing view). The standard is that (within that industry), no reasonable person of the same skill level would have taken the same course of action.
I'm not telling you not to complain, just to get your ducks lined up (and make sure any claim you are making is correctly based in law) before you start shooting off.You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0 -
I work in aviation and the current aircraft I'm working on have a couple of computers that control pretty much every system and at least once a week one of them will have a problem of one sort or another that can be fixed by simply rebooting one of the computers.Issue: Customer reported issues with Mac not powering on and a display coating issue on the display.
Steps to Reproduce: Verified at the Genius Bar. After disconnecting the battery and reconnecting it the machine now boots on and we have run our standard MRI test which has passed.
There may well have been a similar problem with your laptop and removing and refitting the battery could have resolved it and if this was the case, it doesn't automatically mean that it was a permanent fix.0 -
lincroft1710 wrote: »You did not spend £1300 due to someone else's negligence, you spent £1300 because you chose to buy a new laptop rather than have the old one repaired or buy a secondhand reconditioned model or a cheaper model. If you're a "poor student" you should prioritise your spending, £1300 on a laptop is not a priority spend!lincroft1710 wrote: »The OP moans about being a poor student and spending £1300 on a laptop which he found he did not need. That was his choice to buy new. Had he taken his old laptop for repair, there is a possibility that an experienced person may have worked on it and found the root cause very quickly. He also took it to Apple, but after he had bought the new computer.
Sometimes people need to be told the obvious.George_Michael wrote: »They came here for consumer advice only after they had made totally unrealistic demands from the company concerned:
Neither of which is reasonable.
The OP chose to spend £1340 on a new computer but if they had opted to spend £548 on a repair then they would have had a working laptop in the same state as before it failed and would have had far more of a case for getting some or all of the cost refunded.
For someone who admits to only having £84 a month in spare cash, choosing to spend 15 months worth of living funds on a new laptop rather than 6 months worth on a repair is quite frankly, madness.
I am not moaning about being a poor student, I've made a purchase based on a misdiagnosis from a TRUSTED APPLE CERTIFIED repairer. It still makes more financial sense to me to buy a new model that has a decreased risk of breaking down compared to fixing a 3-year old laptop or even a refurb one - both are more likely to breakdown in the long-term than a brand new one with no safety net of having insurance. The money is obviously not from my current income but from the savings I have made already for situations like this.
'They came here for consumer advice only after they had made totally unrealistic demands from the company concerned' - You have just completely assumed this. I have not yet SENT a formal letter of complaint, I drafted one and put it on here to look for advice and suggestions.0 -
CakeCrusader wrote: »Have they replied to your letter of complaint? You're not in the place to demand anything, it was your choice to buy a brand new laptop, and if you'd have held off a few days while Apple looked at it you wouldn't have needed to have bought a new one.
Wouldn't have been wise to return the new MacBook once you'd received the report about your old one? They have a (what looks like) 28 day returns policy; https://www.apple.com/uk/shop/help/returns_refund You didn't have to keep it. From here it looks as though you bought a new MacBook because of the free Beats, so this had nothing to do with Jigsaw.
Trust me when I say there's no loss here, Jigsaw didn't tell you to go and buy a brand new machine, you don't have any sort of case. The most you can get is the cost of the diagnostic fee.
Hindsight is a wonderful thing. The macbook was taking to Apple purely incidently as my brother had to take his own Mac in for another issue. The point is that what is the point of going to a repairer that is 'apple-certified' if you can't trust them to diagnose the problem correctly. There should be no discrepancy in Apple's analysis to a Apple-certified's repairer's analysis. Especially if the problem was as simple as reseating the battery. Unfortunately I made the mistake of leaving the macbook with Jigsaw for too long before I went to get it checked out by Apple. I will speak to Apple to see if they can accept the return of the new Mac. I did not buy the new Mac because of the free beats in the sense that I wanted headphones - it made it make more sense to buy a new one because then I would be paying £1150 for new laptop (after selling the beats) as opposed to spending £548 repairing an 3 year old one that is more likely to have problems down the line with no insurance cover.0 -
I'd be inclined to agree with that. I don't think they should expect to get any more than their money back for the original test. They might have a better case if they had left the original place to carry out repairs and then pointed out they were unnecessary, but as soon as the OP went off to do their own thing the costs become indirect and much more tenuous.
How would this work in reality? Surely if I had got the logic board replaced, I would never know that the service was unnecessary as the problem would be fixed?0 -
You drafted one with totally unrealistic expectations of compensation which will not be met.I have not yet SENT a formal letter of complaint, I drafted one and put it on here to look for advice and suggestions.
If you choose to complain more reasonably, you may get some money back.0 -
shaun_from_Africa wrote: »I work in aviation and the current aircraft I'm working on have a couple of computers that control pretty much every system and at least once a week one of them will have a problem of one sort or another that can be fixed by simply rebooting one of the computers.
There may well have been a similar problem with your laptop and removing and refitting the battery could have resolved it and if this was the case, it doesn't automatically mean that it was a permanent fix.
I appreciate that but the report also says that there has been no hardware or software issues. Therefore there was no problem with the logic board. Furthermore, surely you can't formulate an argument on there being a potential problem if nothing has been diagnosed after a full analysis.0
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