good day everyone

i bought my mbp 13 inch early 2012 and few months after that (april/may) i noticed that the usb cannot be detected. i already sent to machines service centre (located near gardens and midvalley) last week. today, they already called and said they already diagnosed and said that my usb port is somehow got corrosion/burn, so apple will not cover for the replacement.


based on my observation, i see some blackish in the usb port. i guess its a normal thing due because we usually put our pendrive in it. moreover, i do not check the port after the purchase.


they said, the cost to repair is over than 5000++ since they need to replace the whole set and they called whether to proceed or not with the replacement.


i dont know how to say, to do at this moment.

if you were in my shoes, what will u do?

This post has been edited by snowieluv: Jul 27 2012, 11:17 AM

why warranty not cover it?
u sudah kene tipu

RM5k ? are they nuts or insane ? MBP13" 2012 also less than RM5k okay ?

your mbp 13" cost 3500++ but repair need 5000++?

why would you get an apple in the first place ???

anti-apple sentiment aside, check warranty, see if its covered in the warranty.

failing that, if its going to cost you more than 5k in to repair one bloody damaged usb port, consider getting a new non-apple laptop

This post has been edited by Maelich: Jul 26 2012, 05:00 PM

If you're confident with your skills, sue them. Apple love to sue people what, so why not.
If you're not confident, report to the Apple main office in US and Malaysia. Do both!

Lesson of your life, Apple just wanna suck dry your money.

yea the staff just called me. she said they diagnised and notice the burn/corrosion( according to the speaker). so the warranty will not cover. yes it is really insane cz i bought the mbp less than 5k and the replacement is about 5k plus. seriously i really dont know what to do. hope u guys help me with this.

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Added on July 26, 2012, 5:05 pmdoes anyone knows to whom should i report/ refer this? or anyone who has the experience with mbp or customer service? please enlighten me.

This post has been edited by snowieluv: Jul 26 2012, 05:05 PM

i dont think they cheated you.
if theres some black thing on the port, it could be burnt.
that wouldnt be covered under ACPP.

must be some kind of mistake, impossible 5000+. maybe try another branch? or call apple store number.

@ snowieluv contact AppleCare 1800 803 638 and discuss with them. That's Apple's hotline number.

Machines is an agent / representative, so if you're not totally satisfied with their service, you may contact Apple directly.

This post has been edited by xaw5126: Jul 26 2012, 05:08 PM

Damn, 13" is 4599 at most and repairs will cost 5k? Ludicrous! Go report to the main office, call them 1800806419 or 1800803638

im not sure whether it is blackish. it just some scratch at the surface. i will upload the pic later since the laptop is with them right now. but for now, should i take my mbp at service centre or straightway report to higher officer?

This post has been edited by snowieluv: Jul 26 2012, 05:09 PM

ask for official quotation.

also the diagnose report ..

RM5K+ for service ??? hahaha .. walk away with NEW unit loh = ="

Alaready bought this year. omg this going to cost me thousands again.

Did you called apple service hotline?
Please do.

should i request official quotation first and then report this to apple customer service? im afraid if i didnt have the black and white letter, they will said the other way round.

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Added on July 26, 2012, 5:18 pmalready requested the quotation. will upload later.

This post has been edited by snowieluv: Jul 26 2012, 05:19 PM

try send to another service center..i dont know, no harm trying.

U send back the shop where u buy the MacBook , it might solve yr issue

I think u better ring up Apple a 1800-80-6419.

Tell them your situation and get a warranty claim receipt number from them, and then send your Macbook to authorized reseller for warranty claim by providin the recept number provided.

Hope this helps.

already sent to the headquarters (near the gardens). i think that is the main service centre.

it should be 1800803638
the one you gave is for Sales

Call Apple, log a report first that your USB port has malfunction. They will give you a report number.

Get 2nd or 3rd opinion. Go to VR technology or QCD.

Do not tell them Machines rejected your warranty claim. If you tell them, properly they will tell you the same thing also. When you visit them, provide the report number, instruct them to fix it for you & mention you have call up Apple & remind them the unit is under warranty.

In case they ask you how it spoilt, firmly say you do not know. Do not say thumb drive cause it to burn or something.

Be really confident when talking to them, do not let them shake you, else you will be paying for it.

Go complain at headquarter at Time Square. 8th Floor.

or else you can try to sent to other Mac seller or branch,KLCC Machines or Iutama Mac City maybe?, see what is their feedback, or you can try to find LYN forumers here who can repair it with cheap price

if i were you, i would call Apple Care and make a report.
then go to AASP with the report ID given by apple.
it will easy the process.

My wrong, sorry~ Thanks for correcting

BTS 8th floor you mean QCD?

They are not Apple HQ, they Apple service centre.

Just call the Apple Service Centre and find out where can you send it. Don't forget to explain your situation.

There are other service centres out there as well..refer to this link..

http://www.apple.com/my/service/

i think i better wait for their quotation first. at least i have the official letter if there is anything happened in the future. they will send the quotation at 6 pm.

I remembered going there straight when there was a problem with my iPad.

That's the service centre.

for heaven sake, get an official quotation from the shop.

the person who issue that quotation will sure be fired~

Repair for a USB port (include change board) cost RM 5k? daylight robbing. The guy buy a new macbook and he got a free refurbished unit from you. >.<


as per other forumer advise, file a report with Apple Malaysia. use the report to inspect.

5k.. seriously? o.O

attached is the official letter and the quotation.


my next step will be to call apple service centre.





Attached thumbnail(s)


Attached File(s)
 official_letter.pdf ( 125.8k ) Number of downloads: 368
 receipt.pdf ( 93.5k ) Number of downloads: 327

call for apple 1800-80-6419
them just made a replacement for my macbook...
dhl pickup from your house > process > them send u a new unit

Show the receipt with the title from machine

RM5k buy new 15 inch

Will send to Apple complaint Machine overcharge

5k to change the whole new board? if you paying that price, you can have a high end MBA 13"

or top up a bit for the latest rMBP.


just give a call to Apple, tell them ur USB port unable to use.. ask them how? i believe machine should have put a report to Apple system.. just hope they not.

ps: my question to Machine. If they claim logic board spoilt (refer to their quote), is it possible login board problem which caused the usb port burn? how they determine it?


Good luck!

This post has been edited by marc79: Jul 26 2012, 06:35 PM

Do it through Apple directly. They are more professional. Get a applecare as well.

Mechines diagnosed? Why they not sent it to apple for service? I just claim my ipod nano at apple autorize reseller they told my ipod will send to apple to check.. I get new one one to one change..

from my experience the cost to change mbp logic board is around 1500-2000.

I will apple cs later. Just to ask, do i need to infom that ive referred this to machines?j Since the last time i called they said need to sent to centre cz mine already exceeded online customer service

Your machine is under one year warranty. First step is not to call Machines but Apple and from there they will advice you on what to do. Unless there is physical abuse damage Apple is generally quite helpful.

Find a good skill talking with sense buddy to negotiate with Apple Staffs in the hotline.
---Not the angry nonsense without technology sense and pasar attitude fellow---

*A little furious voice tone* will get some attention seriously.. The third times i called with really frustrated mood, they started to give me a Report ID. Then i started "traveling around the world" in the phone talk journey for weeks.

You have to clearly state how can this possible happen. Throw back this curious questions to them. Don't swallow as a consumer's fault. Well, i really don't know what these USB ports have been sabotaged in any ways. I never burned any USB ports from desktop to Laptop ever since.

If you keep insisted is their product failed on you expectation. You may eventually get a nice offer later on.

I succeed to claim a new ipad with "warranty void" in my first and second calls. I didn't gave up. But i passed to my brother with better negotiate skills. My problem is the liquid indicator issue which is not covered under warranty. LCD was damaged with weird issue.

Have to go through many different high-level management peoples to convince them with reasons. Like where you only using your machine. Never use under outdoor, and no falling onto the floor. Collecting some make sense ideas.

I know they are peoples easily get a new replacement with their professional negotiation skills. Try google other international apple forum see anyone got such issue which claimed successfully.

Not so sure Apple is the best product service i came across. But they are slightly providing us hope in negotiation as long as your item is *under warranty protection*.

Anyway, try sent to VR. Probably they can give you some sweet suggestions how to do negotiate over apple center and protect not to "void" your laptop in a report.

Cause Apple center still need clarification from any Apple certified local service center.

Since i thought all apple products will be handled by machines sdn bhd(northpoint office) cz before that i went to machines klcc and they said all service centre is moved to north point service. So that is why. May i know where did u send ur apple product to?

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Added on July 26, 2012, 8:02 pmAlready called apple care before i sent to machines. They said i need to send to service centre (midvalley, klcc, one utama) for further progression. So when i went to klcc, they told all repair goods been moved to northpoint (which the one i send to, near the gardens and midvalley). That is why i was sending my mbp there.

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Added on July 26, 2012, 8:11 pmOkay will call them. But if they want my mbp to send to machines, then how ya?

Btw, what is vr yea?

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Added on July 26, 2012, 8:13 pm btw, the blackish colour isnt the same as the picture. It wasnt like that before i send to them

This post has been edited by snowieluv: Jul 26 2012, 08:13 PM

Snowieluv,

You can choose your preferably service center. Sent to VR technology first at Jalan Yap Kwan Seng. They won't make decision for you.


VR Technology Sdn. Bhd.
Megan Avenue II
Block B-0-7, 1
Tel: 03-21632020

Discuss with the technician how to deal with this... They have encountered many cases which seems not under warranty situation. . Drop a visit there and get some bright ideas or advices before you call Apple care. Get some tips how to open "negotiation".

Else you will ended up with the same "Sorry. madam. We can't do anything for you"...

Apple care will ask you to sent in any service center one. I will never sent my unit to Machines anymore..haha. They gave you the look like "people" cannot afford apple products, come in and just complaint. Don't buy apple stuff if you can't take the pain... "

Anyway everyone will have different consequence in the end of the day. I was giving up my hope to replace my ipad last time. You know think positive is the only energy to keep us up.. Sounds silly but its how true things do work in this way.

This post has been edited by dinodog_Jr: Jul 26 2012, 09:08 PM

ok thanks. Will try with it. Thanks yea

This post has been edited by snowieluv: Jul 26 2012, 09:24 PM

Bravo to Machines for another "good" job. You are not alone TS. We've heard, seen, witness many "wonderful" stories came from there.

A USB failure is small matter. May I suggest you to change your topic? There's nothing wrong with Apple. Your problem are strictly with the local center which run by third party. They should have adviced you to fight for a covered repair instead of leaving you helpless with a 5k slap. Wish you all the best talking to AppleCare team.

Dear Snowieluv,

For certain countries, Apple had collaborated with local agent for retailing including servicing on Apple products. Machines is one of few biggest in Malaysia.

On providing product service, including under warranty, expired or void. The local agents will based on cases, for you the Macbook Pro symptoms and perform Apple standard diagnostic. What they told you were result from the diagnostic which not apart from the truth. Given any electronic product with new found corrosions within warranty, they (manufacturer) won't pay for user fault.

The facts you need to highlight are:
These USB ports were located left hand side, ports faced aside and around half an inch above surface.
Normally corrosion was work of liquid damage which lead into water spill. These USB ports were difficult to contact with typical water spilled. If it was liquid damage, were there any further damage like logic board, LCD display. why the corrosion didn't appear on remaining ports?

Unless it was a manufacturer defect or environment effect. We do live in a humid climate country.

My point is scrutinize the case, Macbook Pro symptoms, raise suspicions on how could it happened and affirm the doubt to make your case. Local agents can be your ally to win your case in front of Apple Care service. Be civilized.

Just to remind, if the picture they given is my mbp, im v sure that is not mine! Cz my mbp usb port wasnt like that. The pic shows more like burn thunder light burn. That is more, more huge damage. Not the same with before i send it there. Oh god, what they had done with my laptop.

why you still havent change the Thread Title?
its discrimination to Apple

This remind me of my old IBM laptop purchased at price RM4899 and the motherboard malfunction at month 13th, just after the warranty period.

They quoted me RM5800++ for replacement of motherboard. lol.

You should change '[Sharing]I feel cheated by Apple Premium Authorised Reseller, Machines'. Not Apple Customer Service.

The thread already changed. Sorry for the inconvenience caused. I thought the only place to send for repair for apple products was machines, which under apple company.

Actually they are not under Apple, but just an authorised reseller / service provider.
Correct me if i'm wrong.

just like what BRY7 said..he explained in details edy..
good luck to you..

UMMM. I'm not REALLY sure for MBP but for iPhone case, if your phone has defect (like my friend's iPhone, her rear camera is all blurry and not functioning well), she can just bring the phone to Apple Store (not Machines or whatever reseller store) and they'll give you a new/refurbished unit. You can bring your MBP and ask Apple yourself, if they say the same thing, go diss Apple product somewhere

ios device and Mac's warranty works differently.
the cost to give a refurbished ios device is cheap, saves time hence you can get replacements.
for Mac, if they were to replace the whole unit even if only 1 part has damaged, it would cost Apple to lose on warranty side

May i know where apple service centre is located?

APPLE SOUTH ASIA PTE LTD
7 ANG MO KIO STREET 64
SINGAPORE 569086
TEL: 02-6481 5511

or;

try call

You can also call Apple Store Customer Service at 1800 80 6419, Monday-Friday 9am to 6pm

hows does this end? please care....

call them to their official office, then ask for replacement or warranty...

woah... 4 pages!

let me be clear.

snowieluv Please call AppleCare and demand an explanation from them. Demand. Not Ask.

Going round and round here will not get you any closer to a resolution.

Apple-authorised Service Partners
(these are Apple partners. NONE of them are owned / operated by Apple)
There is no *main* service / retail partner.

Machines@Northpoint by Machines Service Sdn Bhd (2.3 kms)
Northpoint Office (MidValleyCity), Blk B-G-2, Grd Flr, No.1 Medan Syed Putra Utara, 59200 Kuala Lumpur
+603 2289 5388

QCD@BerjayaTS by QCD Technology (M) Sdn Bhd (2.6 kms)
Berjaya Times Square, No. 1, Jalan Imbi, #08-55 Level 8, 55100 Kuala Lumpur
+603 2141 4840

VR@MeganII by VR Technology Sdn Bhd (3.8 kms)
Megan Avenue II, Block B-0-7, Ground Floor No 12, Jalan Yap Kwan Seng, 50450 Kuala Lumpur
+603 2163 2020

MacCity@1Utama by Mac City Sdn Bhd (8.1 kms)
1Utama Shopping Centre(New Wing) Bandar Utama, Lot S309-S310, 2nd Floor, Petaling Jaya, 47800 Selangor
+603 7726 2880

MacCity@FestivalCity by Mac City Sdn Bhd (8.2 kms)
KL Festival City, No.67 Jalan Taman Ibu Kota, Taman Danau Kota, Setapak, 53300 Kuala Lumpur
+603 4143 9880

the staff trying to make money off you
whats the logic of repairing something cost more than the new unit

there is logic to that.
check around logic board replacement prices before making comments.

the logic is just buy a new unit then
atleast be a smart consumer

i'm on my way back to kl. Since i was in johor. Already called the staff to pick up my laptop. And i need to see my laptop first and seek an advice at VR. Then after i will call apple cs. I will update u guys once i get the feedback. Probably monday since apple cs off on weekend. Correct me if im wrong.

Just be mindful that Apple is quite happy most of the time to honour the warranty UNLESS they are very sure its user failure. And if you still get around tell them you are escalating your grievience, with decent support statements, to Apple corporate. Post at the official Apple community forum if you feel strongly about this.

i really sure it is not my fault. Why would i burn the usb port? And i just injecting and eject with pen drive and external. Never tried to do repair by myself during the slow connection to my lappy.(and v rarely to get it connected). I have my explanattion. See how it goes tomorrow.

hye there,

did u done a research about this kind of faulty?

i've got a similar issue but my MBP 15" Mid 2011 has a cracked/bubbly hinge issue 6 months ago, for God sake i thought thats not my fault at all.. i took care of my MBP, and even covered it with satin speck see thru hardcase officially sold by them,

after few research done..i when to the official apple support communities (apple http://www.apple.com/support/) and asked about it, the first answer i received they said yeah thats cracks issue is all my fault causing an extra excessive burden on the hinge, i'm always works with my mbp in awkward position so the screen were forced open farther than the maximum angle at which it's designed to open that cause the bubble/cracked



i just gambled and called the apple careline and asked about this issue and they collected my mbp using DHL on the next working day, called me back and said they really dont know whats happen, they asked me if its been under excessive forced (dropped/knocked) but my explanation is just simple.. "look at my MBP 100% no scratched cause i'm using the hardcase and they replied its a rare case and my mbp is still under warranty, so they changed the top case/new keyboard and new hinge system.. and..... problem solved!! i've got my mbp back less then 7 working days!!


so first thing first.. know whats really happen and how it's happen on the first place? do some research, if its totally user fault dont worry.. try manipulate and find the loopholes

go asked experts on apple support communities (apple http://www.apple.com/support/) they may have an answer for you.



my concern here is why its happen at the first place.. so you can prevent it from happen again!! good luck!!

This post has been edited by lanun8: Jul 28 2012, 04:20 PM

let me do in points for easier reading.


1. ive already took my mbp at machines at northpoint today . during the pick up session, i asked few things on how the burning occured and what may cause it. based on their record, they told me it maybe because of spillage of liquid. from the naked eyes, i can see the burn/mark in the usb port.


2. regarding on the spillage, i raised my concern on how it can be occurred. strangely, if there is a spillage of liquid, why it doesnt affect to other components (from key board) and other port (if it is aside). they said maybe my pendrive was in watery/got drop of water and it can make it corrode and burn. during the discussion, on of the staff also felt kind of weird said how on 2 ports gets spillage which others don't.


3. i have the official form stating my mbp has only dirt and sent only mbp. to add that, on the day i sent my mbp, inspection was done and he (the staff during the drop in mbp) told me only dirt on my screen. and he also inspect all the ports and majorly checking the usb port (because that is my problem in the first place). everything was okay, only dirt on the screen. So i highlighted my concern on this, and the engineer who captured the pic saying the burn mark in it during the checking. BUT, there is one staff said sometimes they MISSED it to see the defect. he said there are a few customers having the same thing. After the passing, the staff who handle me during my first drop by is on-leave. so they cannot say anything, i need to come next week. they will call me back.

4. after few mins of discussion, they said they werent sure whether it is a burn/corrosion, so they took the pic and sent to the apple. Apple staff said it is a burn mark and it caused by corrosion. but based on the official letter that they sent me, they stated that it is because burn/corrosion. so there is question mark here.


5. as for the usual doings, i do my work on table or on top of my cooler. no awkward position. usually doing my work in the office with air conditioner and my room with fan. my work is a research based. the temperature of my mbp usually run around 40-50, depending on condition. sometimes raised to above 80 during virus scanning. below is my pendrive, external and the usb port after collecting my mbp.



6. the scratch mark that i told before was my pendrive. picture of my pendrive was appeared. defect on pendrive actually.

so this is the pic of my pendrive (which i said my mbp got scratch due to inject and eject). sorry for the thought


[SIZE=14]Question to ask: let say if the burn occured in usb port, will the usb ports are able to use?

This post has been edited by snowieluv: Jul 29 2012, 08:15 PM

Bravo to Machines for another "good" job. You are not alone TS. We've heard, seen, witness many "wonderful" stories came from there.

so many complaints about Machines and yet they continue as kings.

hi TS, try VR tech. i give top marks for the service i have received from them

please uodate ur status to us, cuz we all care about this case too. in case we kena for the next future.

That's why I didnt buy my stuff from Machines. I always heard they have rubbish service, and their staff always give black face to you also.. Apple's customer service have always been good, I have heard stories and news from friends and relatives living overseas about Apple giving them a brand new unit when they couldn't fix it (they were under warranty), too bad the authorized reseller in Malaysia isn't like that. I bought my stuff from Mac City, they provide better service. And you can always ask them questions on their Facebook too, guarantee got reply.

This post has been edited by Heero Yuy: Jul 29 2012, 09:52 PM

dont worry im going to update you guys. theyre going to call me tomorrow or tuesday the latest.
btw, thank you to u guys. for all the support.

if i were you, i will argue with Machines with whats stated after the inspection they did when you send your laptop in.
if they did wrote those on the invoice, you can actually accuse them of damaging your laptop.

u mean the point that i raised?

yes, put pressure on them.
if you said earlier that you didnt notice those burnt marks when you send it in, it could be damaged after you sent it in.

i learn my lesson. this is my first time dealing with this situation. i should know more of 3rd reseller other than machines. thought they are the only available in malaysia.

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Added on July 29, 2012, 10:57 pmyes. that is my point actually. that is why i kind of shocked when they called me my usb port got burn/corrosion. cz during the send in the staff was actually inspect my laptop and i aware that my usb was clean. and based on their record, i can see there is a gap of between date of me send in and the engineer inspect.

This post has been edited by snowieluv: Jul 29 2012, 11:00 PM

since you have proof, you can even ask machines to compensate.
its their responsibility once you passed the laptop to them.

Only 1 USB burnt? Just lodge complain to apple n get a USB hub for time being lo

based on the pic, i think its two. and since my online service has already expired (above of 99 days and havent bought ACPP) i need to send this manually to authorized reseller.

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Added on July 31, 2012, 10:38 amAlready met the staffs. Looks like they do not responsible with this case.

This post has been edited by snowieluv: Jul 31 2012, 10:48 AM

are there any follow ups to your case, snowieluv?

hi everyone. sorry for the late reply. just to let u know ive already got my mbp w free replacement since already report this case to apple and they decided to take responsibility in this case which apple will bear all the cost. during the report, it seems like there is an internal lacking which doesnt in line w the report and as spoken w apple, they need time to investigate this matter. but as for my side, apple will responsible for this placement.


i would like to thank to all for the advice, support and help. ur kindness is highly appreciated. thank you!

This post has been edited by snowieluv: Aug 28 2012, 05:08 PM

Good to hear that. Hope that "company" really change its attitude towards client. Heard too many compliant about them.

I've been reading about your case and anxious to know the response, but it's great that Apple's customer service is still reliable in the end.
Can't say the same for those 'authorized' service centres.

u have been cheated!! report to consumer council!!

i am very sorry for the late reply. been in my hard times getting the call from apple and went back and forth to machine hearing those explanation. and then went to other service centre which advice by apple team. i need to wait for a week to get my mbp back.

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Added on August 28, 2012, 5:26 pm my mom said the tribunal customer claim malaysia is reported when we only do not get the replacement. but since apple agree to take the responsible, then no need. correct me if i'm wrong.

This post has been edited by snowieluv: Aug 28 2012, 05:27 PM

congrats on your case
so the replacement is the exact model or a newer generation model?

the replacement will be logic board, as attached in the receipt.

It's good that you posted it here, now all know it's not just "rumors", or "conspiracy" why we don't recommend "certain" ASP (Authorized Service Provider).

Congrats on your replacement, remember as the one who give you the replacement is Apple while Mac Hine have becomes Mac Chicken. Frankly I don't like to buy stuff from the so called APR, once I was asking 1 of the staff where's the Camera Kit Connector and the guy give me a "The Rock" eyebrow and just point his finger to a shelf instead of bringing me there. They don't even have a proper staff training management but they claim themselves as Respective Apple Reseller.

This post has been edited by Joelles: Aug 28 2012, 08:19 PM

good that u got ur mbp fixed. but i gotta say, ur english is horrible.

so where did you send your mbp for the logicboard replacement?

I'm happy for you!!!

Congrats... It would be a lots of phone calls and talks to gain trust from Applecare.

Peoples should know why we are keen to apple products. It is more than just a piece of hardware.
*As long as you are under warranty protection.*

Enjoy your new mbp!

Atr danga city mall cz thats the only apple authorize service centre in johor.