The TRUTH about Apple's Customer Support | Full Refund with CONSUMER LAW

[@drnora]

What a journey! We felt all of your struggles, so glad it worked out and hopefully no more faulty keys 🤞. Keep up the great work👏💻

[@headsoftech]

Thanks for the support mate 👊

[@WarriorsPhoto]

Good point about His work. He does great work bummer about the computer issues.

[@martin_wood]

Thankfully i haven’t had any issues on my 2018. Glad they gave you money you can use on the 16 inch tbd version

[@headsoftech]

That's great to hear mate

[@johnnyappleseed1150]

Came from Zone of Tech’s KZbin channel, where he talked about Consumer Law and about the struggles you and other people went through just to get something fixed lol. Wish you the best with any other Apple devices you get man👌. You’ve really been through the ringer. Shoutout to yo ur wife for being supportive af throughout the whole process too!

[@arwlyx]

I'm not quite sure what it is, but I love watching your videos, your videos feel so much more organic than other people's videos, but at the same time? They're not boring. I love you two, y'all are fun to watch and actually informed of what you're talking about. Good stuff.

[@headsoftech]

Thanks for the support and kind words mate

[@briantium]

Man, after seeing this I'm SO GLAD I did not give in to temptation and go with a discounted 2018 MBP! Maybe here in America the process is easier to get a replacement/refund, but I'm hoping that I won't have to deal with that having gotten a 2019 MBP. The evidence from the Apple tech seems to confirm that it was never really a dust or debris issue like it was originally assumed (which never made sense to me), but is actually a heat/thermal issue that seems to warp the metal domes of the keys over time and intensive use; issues which the 2019s purport to have fixed with the new metal alloy for the key domes and better thermal temperatures.

[@headsoftech]

Yeah, it's really interesting that they never found anything under the key. Perhaps it could of been a heat related issue as I tend to be a heavy user on these guys. For my 2019 I now also power limit the CPU so it never overheats or drains the battery, hopefully that'll make it last longer.

[@sejalbhardwaj7488]

Glad to have found your channel! Why doesn’t Apple have a dedicated Consumer Laws page for India. Would really appreciate if you could throw some light on how to approach the issue with Apple products here in India.

[@AlexMcIl]

Hey... long time no speak! Your videos deserve more views man, keep it up. Watching this as my keyboard is acting up with sticky keys and adding an extra spaces and even fullstops... frustrating

[@headsoftech]

Thanks mate, are you going to take it to the Apple Store for a repair? If you're not, I found that massaging the keys lightly actually helps unstick them slightly[1]. ALSO, guess what? Those robot pole dancers we saw at CeBIT are moving into the night clubs of France[2]. [1] kzbin.info/www/bejne/m5jRlXiLjaZogdk [2] news.sky.com/story/robot-pole-dancers-to-debut-at-french-nightclub-11799391

[@AlexMcIl]

​@@headsoftech I might take it in to the nearest Genius Bar see what they say and also read up on UK consumer rights. No way regarding the robot dancers, that's so funny. Keep up the great channel, it's clear the amount of work that goes into it.

[@headsoftech]

Nice one, just saw that you started posting videos on your channel again too. Can't wait to see more stuff, you have an amazing voice.

[@megatron98]

It was sad to sell my 2015 15 inch mbp. One of the most reliable. I have 2018 with a thin silicon keyboard protector. No issues yet and it’s been 8 months.

[@headsoftech]

That's great to hear mate, I think my issue stemmed more from overheating than dust or crumbs, as the repair guy said there wasn't any when he opened the key up, and I've heard that they switched over to nylon as it has a higher heat tolerance.

[@headsoftech]

@H X Hey mate, web dev and iOS dev is more than fine. I do a lot of video encoding on this system which likes to keep it running hot. However, I'll post a guide soon on how to tame these computers to run a lot cooler by regulating the voltage of the CPUs.

[@_abhinavprajapati]

I have macbook pro 16". In warrenty i got repaired it for logic board faliure. Its now out of warrenty and suddenly display gone black and overheating. I also complaint its overheating problem before in warrenty but no action was taken. Is it still possible to get it replace repair or anything. ? (I don't have apple care plan)

[@blakebedford-palmer6676]

I’m in New Zealand with similar consumer rights, I just took my 2016 MacBook Pro into an Apple Authorised Service Provider (we don’t have official stores here). My keyboard issue was really just with one key repeating that i know of, a couple of others have got stuck but by rubbing the key etc it came right. My 2016 also has the “stage light” issue with the display. I am slightly worried about my keyboard being replaced by another faulty one too especially since I think 2016 models only get the 2017 keyboard.

[@headsoftech]

Best of luck mate, but don't worry, as if they do a bad repair job, you're safe with consumer rights.

[@blakebedford-palmer6676]

Vtudio yeah the positive though is that by having the screen and “top case” replaced it should essentially look brand new from the outside (excluding the bottom plate) and new battery

[@headsoftech]

Might be even a great time to sell it on once it's back from the repair and upgrade to the rumoured 2019 16" ones with the scissor switch keys.

[@taladesign]

Man, I feel you! My 2018 i9 top specked, MacBook Pro died last month after 10 months of usage. Within these 10 months I had at least 7 critical crashes which I had to reinstall the operating system. Eventually it just stopped working, all information lost, wouldn’t boot up. 3 weeks in service, they changed the logic board. I had countless calls with Apple representatives trying to get the new 2019 instead the overheating crashing machine I have, but nothing... Since I got it back from service last month I already had to reinstall the OS (3 hours process) once, after a fatal crash. I’m really disappointed of Apple...

[@headsoftech]

Mate, that's crazy, have you tried disabling or limiting T2 in recovery mode[1]? I've been on the 2019 i9 for about a month and they use more power than the 2018, what I do now is power limit the CPUs with a program called VoltageShift and it really helps keep the system cool and not drain the battery while in use. I'll try to have a guide out for it soon as it's pretty complex to setup. [1] kzbin.info/www/bejne/qKvNiZqGorunmrM

[@rohithmekala2608]

this generation of macbooks are not designed to have the 6 core/ 8 core processors. The 16" macbook pro will address these issues.

[@taladesign]

@@headsoftech Thanks A lot, I will check about disabling or limiting T2 in recovery mode. The crashes Im experiencing seem to be connected to the T2 chip. System crashes suddenly and restart to a Reset Password screen. Only a restart cmd p+r, will get the users page up, but the my user won't boot until reinstalling the OS from scratch. I think the logic board failure was do to overheating. Im an after effects artist and use my laptop for animating and VFX. Long renders, 3d, and eGPU. Been using a MacBook Pro since 2006, didn't have problems like that in the past.

[@lynxdre]

oh and I thought my 2 weeks of trying to talk to apple support about sending a simple return shipping label to me was bad, glad (??) to know this is a norm to expect from them...

[@headsoftech]

Hope your issue got resolved in the end mate.

[@leochao3740]

Hi there , sorry to ask here. But is there a huge difference between the 2019 macbookpro 15’’ i9 with 16gb RAM and the same one with 32gb RAM? Is it worth to upgrade it? Appreciate your reply!

[@headsoftech]

Hey mate, for most usage 16GB is more than enough, in fact in all my testing the i9 with 16GB beat the i7 32GB in most cases[1], however it depends on the apps you use[2]. I personally prefer 32GB because I have large projects and lots of apps open at the same time so having 200% more RAM helps out more than 25% more cores. [1] kzbin.info/www/bejne/mYOUZqulr7eCgs0 [2] kzbin.info/www/bejne/ep_CZ3uAoLFkaNE

[@leochao3740]

@@headsoftech Thanks for ur advice ! I have watched these two video already , what I meant is that I'm gonna choose the i9 one , but is the extra 16gb RAM(16→32) worth 400$ ?

[@fernandaevelynrose9293]

i got an ipad about a year and a half ago and recently the ipad started bentinh on one side , apple insists i caused it and its an accidental damage , ive heard manypeople with this problem and i still have not gotten any sort of help

[@WarriorsPhoto]

Hey, Mate. I am not feeling your pain. Oh wait I did have keyboard issues with an old MacBook Pro from 2008. I wanted to spread some light on this situation. Let’s look at all you have accomplished, even with these computer issues. You’ve continued posting videos about several areas of tech that interested you and Nora. You have succeeded in helping me laugh many times mate. Thank you for that, especially on my Humdrum days. (: From this side of the pond, I only see how much of a blessing you’ve been to me and the development of myself as a content creator. And, for that I am very thankful. Now, the best way to stick it to Apple will be to build a Hackintosh with TB3 and SSDs yes SSDs! Two bad @$$ GPUS and post billion videos about your experiences with it. All while posting how you went that route because Apple sold you a POS laptop. Anyway, that’s a long post. Stay awesome Mate.

[@headsoftech]

Thanks for the support and kind words mate, just watching your T-Mobile CEO speech, it's ace!

[@WarriorsPhoto]

Vtudio Thank you for the support Mate. I appreciate that a lot. (: Did you grow up Down Under?

[@headsoftech]

Nice one, nah, I just moved here a couple of years ago from the UK.

[@WarriorsPhoto]

Vtudio Keeping it Right Hand Drive I see. (:

[@HansTechTalk]

You are really lucky that you are not in China, in China, there is almost 0 apple support service available Love you, love your videos

[@headsoftech]

Hey mate, according to the China page you have a right to return for defects too: www.apple.com/cn/legal/statutory-warranty/

[@Busisanimac]

can i ask..does buying a keyboard protector help prevent keyboard issues?

[@headsoftech]

Hey mate, it's possible, this issue didn't seem to be related to dust or debris build up. I've heard that one of the problems with these keyboard is that it has a low heat tolerance, and I work my computer hard, so if I had to guess, I think my issues stem more from the chassis getting too hot rather than crumbs. So in that case, a keyboard protector would reduce the airflow and make matters worse, but it really depends on your usage. If you're always compiling and rendering, then it'd possible be worse, but if you're a sensible laptop user, then it may help.

[@andyroan1090]

I am in the same situation as yours. But Apple Support on the phone told me to bring the mac to apple store and verify if it has a “Major” hardware issue. I am sure it is likely that Apple Store will not admit the problem is major. Did it happent to you? Did you have to verify your problem with Apple store?

[@headsoftech]

I took it to the store first which verified there was a problem, the store manager at the time said it wasn't a major fault, but the support staff member afterwards on the phone said the keyboard failing twice was a major fault.

[@ashp9240]

in how much time you git the money in the bank account from the collection of the device I am also going through. the same process it would be really helpful If I get the reply

[@phillipmacdonald]

My MacBook Pro 2018 i9 top spec model battery burst and logic board melted. At Dec it started shutting down and I burnt my finger picking it up it was so hot. Apple support had couriered over to their offices in Ireland. Finally after suggesting a replacement I quoted my statutory rights in writing two months later they asked for my password to access the machine. After another month they said their tech team could not find a fault although I sent them screenshots of it malfunctioning. Then tey said they could offer me a replacement this thing cost £4.200. They are now returning the device. What can you do I'm am really worried what this machine will do if the fault shutting down warning and overheating happens again. I,m not satisfied.

[@headsoftech]

Sorry to hear, I had a similar experience with processor failure - published a video about it at the start of 2020 if you want to check it out. What helped me with that case was being able to reproduce the fault in store.

[@leo3340]

I can relate man. It’s been a month since I got a 2020 MacBook Pro 13 inch but first, in a few weeks, the keyboard was broken. Now, a few weeks later, apps are using significant energy. The MBP overheats quickly and drains battery quickly. Also, the screen has a red and green flickering when I shut it down. Sadly, Apple said I can’t refund it when I contacted them because it’s been over 14 days. :(((((((( so in a few days, I’m going to an open Apple store to ask for a repair. And I’m going to ask them one more time for a refund :) Edit: so u got the refund right? How long has it been since you got the MacBook when you refunded it?

[@headsoftech]

Hey mate, this one I had it for about a year before they refunded me. I then got the 2019 edition and it burned up on me and they exchanged that one with a 16"[1] which is what I'm currently using and thankfully it's still operational. Let me know how it goes with your support claim. [1] kzbin.info/www/bejne/pHKWaayafppgfZI

[@tatujohnny]

What a nightmare. I’m glad you got a refund. Too bad apple won’t refund the money you lost by not being able to use your laptop to earn a living.

[@headsoftech]

Thanks mate

[@shinybrightbuddha]

Gosh thank god for consumer rights! So how do you feel about using the 2019 keyboard now after this incident?

[@headsoftech]

Hey mate, it's too early to tell. At the moment they're working fine but it's going to take a good few months to know for sure.

[@ux4all]

RIP.... going to wait on the 16"?

[@headsoftech]

Hey mate, I've already bought the 2019 version, however I do plan on buying a second one for redundancy, so probably going to get the 16" too - unless it's bad.

[@ux4all]

@@headsoftech I reckon that KZbin will love it at first just for the scissor keys.

[@rodrigo4379]

how many macs do you own?

[@headsoftech]

Not enough mate.

[@richardcarlosboentiono7007]

in indonesia, there's no such things is full refund :")

[@headsoftech]

What laws do you guys have over there to protect the consumer instead?

[@WarriorsPhoto]

My question exactly.

[@cheezy2455]

I would just sell all your macbooks and buy a good Dell or HP with 3 years next day service onsite warranty and if you need OSX just run it in VMware you could even clone it and run it from a EXTERNAL Drive 2. This way if your laptop dies and you need your data you can get a different computer install VMware and with a few tweaks you are good to go.

[@headsoftech]

I used to use VMware a good few years back but it always struggled with hardware acceleration so it was pretty slow for the iOS simulator.

[@NushF]

Great video what a trip haha

[@headsoftech]

Thanks mate

[@lenadoonlivelounge4712]

Your having no luck at all with Apple that’s why I wouldn’t touch a newer model For the money your paying you should get at least 5 years of heavy use with no problems I wouldn’t take any crap from them first time anything happened give my money back now never mind your excuses the Genius Bar there’s smarter more intelligent people at the the wine bar

[@headsoftech]

Yeah, you really need Apple Care with their new units.

[@shunkaayami3612]

Rip common sense from Apple support they could just refund you and that’s it

[@rohithmekala2608]

get the refund, use on 16 inch mbp. READ THIS :)

[@headsoftech]

Hey mate, I've already got the 2019 one as a replacement. I'll probably get the 16 inch one too if it's any good.