MacBooks aren’t cheap, so if yours goes wrong it’s likely you’ll try a repair before ditching it for a new model. But will the experts behind Apple’s Genius Bar provide a good fix for a good price?
It’s easy to be stumped by a problem with your laptop – like fixing a car, fixing a laptop requires skills that many of us just don’t have. So when your laptop refuses to leap into action it can leave you feeling frustrated and helpless.
If you don’t have a computer genius for a friend, a high street laptop repair service is the obvious place to turn to. But, as we discovered in our investigation into computer repairs, services from high street repair chains can be hit and miss.
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We went undercover again, visiting Apple, Currys and PC World, Carphone Warehouse and independent repair stores with our faulty Windows and Apple laptops. It appears little has changed.
Apple Genius Bar repairs
Apple stores’ in-house Genius Bar repair services delivered mixed results. Four MacBooks were repaired swiftly, exactly as we would expect, and pleasingly there was no charge.
However, two stores were less helpful, incorrectly telling our shoppers they suspected the hard drive or logic board was broken.
Because they classed the doctored laptops as ‘vintage’ models for which they no longer stocked parts, they wouldn’t even attempt a repair. Instead, both our shoppers were directed to third-party repairers they thought would be able to help.
Overall, Apple stores had a reasonable success rate – but there was disappointing disparity in how the brand dealt with older machines.
The two machines that weren’t fixed could easily have been repaired in-store without any need for spare parts, yet our shoppers were sent elsewhere to find a solution. This suggests an inconsistent approach and a lack of the knowledge and training you might expect from this brand.
Despite repeatedly trying to contact Apple to discuss our findings and listen to its feedback, the company has not responded to us, which is very disappointing.