[swedishhack419]

Hi guys,

First post here just looking for a bit of advice.

So hypothetically, I have found the serial number for a Mac Studio (worth £2000) and have gone into Apples live chat with the disposed of faulty item method due to the Mac catching fire and causing my son minor burns. They have asked me to call their Senior Advisors to go through the details and then decide on a refund or replacement - is there anything I can do or say to increase my chances?

[Selmavw]

Hi you most likely need to provide them images of the faulty device via the vhat. So you need to get those either online or photoshop them

[swedishhack419]

Hi you most likely  need to provide them images of the faulty device via the vhat. So you need to get those either online or photoshop them

Surely, I would not to be able to if I have already disposed of the item? Do you think they will still demand this even though it is not logical based on the provided scenario?

[Selmavw]

Hi you most likely  need to provide them images of the faulty device via the vhat. So you need to get those either online or photoshop them

Surely, I would not to be able to if I have already disposed of the item? Do you think they will still demand this even though it is not logical based on the provided scenario?

Probably they will still ask for it since they need some kind of proof. You can also tell them your camera isn't working or sending them a corrupt file.

[mothered]

The upside Is, your claim Is moving forward.

is there anything I can do or say to increase my chances?

Remain firm about the reason why It was disposed. It's a health & safety Issue, thereby companies take It seriously and have protocols In place to address It.

The next course of action will be based on their reply.

[swedishhack419]

The upside Is, your claim Is moving forward.

is there anything I can do or say to increase my chances?

Remain firm about the reason why It was disposed. It's a health & safety Issue, thereby companies take It seriously and have protocols In place to address It.

The next course of action will be based on their reply.

Very true, I will keep you updated as the claim continues.

[mothered]

I will keep you updated as the claim continues.

Please do.

[swedishhack419]

I will keep you updated as the claim continues.

Please do.

Recently had the phone call with the Senior Advisor from Apple, he was checking details which were already explained in the previous live chat e.g damage, cause of the fire. I explained the back of the Mac Studio caught fire and that my son had minor burns. He asked if I still had the item to hand, which I said of course not due to health and safety reasons and explained that I have disposed of this item.

The advisor said that in order for them to start an investigation they usually need photos or the device in hand, which I of course responded saying that was unacceptable as who would logically think to take pictures as the fire was occurring or keep said item in their property after such a disaster. The advisor said he will give the information to the engineers and they will respond within 4 working hours, so I will receive an update tomorrow morning.

Any advice from this point forward on how to proceed? Is the claim still winnable?

[mothered]

Any advice from this point forward on how to proceed?

You've already proceeded with the Information you've provided.

The next course of action (If any) will be based on their reply.

Is the claim still winnable?

It's moving forward, so there's every chance It may succeed.

[swedishhack419]

Hey, just an update on this @mothered

After being placed on hold for many minutes over and over again I got through to Apple. They essentially said without the Mac Studio there is nothing they can do. I tried to explain that given the scenario of it catching fire why would I put the health of me and my family at risk but they did not budge.

I told them I will try to retrieve the item, and if so they said they will send someone to collect the Mac Studio so the engineers can investigate. My question is, can Apple be boxed and what would be the best way to do so? I would just be sending only the Mac Studio technically, if I did have it in my possession. Also worth mentioning the weight of the Mac Studio is 2.7kg, if that helps.