I worked as an Apple Genius in the US until May of last year, so I can provide a little insight as to the internal guidance for support on newly release Macs and other products. Generally speaking, whenever a new product was released we would not receive repair guides and or parts for 1 week - 2 months after a product was released. Additionally, there was a significant push to move a lot of support from in store repairs and 3rd parties (the repair volumes were astronomical thereby making turnaround time extraordinarily long) to a designated repair facility. The unintended consequence of this was that parts supplies became increasingly restricted across all products (even for iMacs which are not eligible to be sent to the repair facility). The guidance in retail for most products (excluding iPhones, as carrier contracts complicate the return process) was to do a serialized return with manager authorization and swap it for a brand new item (as, in the US at least, we are legally obliged to follow our warranty policy). I still have a few friends higher up in the company at the Cupertino HQ that I can contact as well. The best part of Apple Retail was the customer focussed mindset, the staff and leaders tended to care a lot more about giving customers a positive experience than honoring every rule and policy. It pains me to see this particular experience so blatantly violate the lifecycle of an Apple Customer.
ThiccDaddy got a reaction from alphamachina in Apple REFUSED to Fix our iMac Pro
