To preface, I went to trade in my MacBook Pro 16 (2019) at the Apple Store today and to pick up one of the new 2021 Macbook Pro's. I ended up leaving with both, because the quote for the trade-in was revised down from $1430 to ~$850. This is because there is a slight dent on the lid of the Macbook Pro, and a slight dent on the bottom rear of the enclosure. The dent on the lid has not affected the screen whatsoever, so there is no screen damage.
Thanks for your patience going through the preface, now I come to my actual question:
Does the damage I'm describing fall entirely under "enclosure damage," as opposed to "screen damage" or "all other damage"?
Accidental enclosure damage is $99. Based on the common definitions of what an enclosure is and what a screen is - the term is not defined in the AppleCare terms (nor is screen) - both of these dents exist entirely on the enclosure of the laptop.
Yet, the technician at the Scottsdale Quarter Apple Store told me it would cost $99 to fix the dent on the top of the laptop and $299 to fix the dent on the bottom of the laptop. There's nothing wrong with the screen itself. The computer has no other damage, except for these two cosmetic dents. So, in total $400 to fix two dents. This seems wrong to me.
I tried calling Apple Support. He agreed with me, but he didn't seem particularly well versed with AppleCare. Further, he said his opinion didn't carry weight in this, and he suggested I try seeing a technician at a different Apple Store for another opinion.
The service fees in the AppleCare terms valid for MacBooks purchased between 12/10/2019 -> 9/14/2020 provide:
Tier 1 ADH Service Event (Screen Only ADH Damage or External Enclosure-only ADH Damage):
Mac - $99
Apple Display - $99
Tier 2 ADH Service Event (All Other ADH Damage)
Mac - $299
Apple Display $299
Can anyone who has had a similar experience or similar damage enlighten me? Am I missing something? I really appreciate any substantive insight, beyond "go see another technician for a different opinion". Thanks!
It was always my understanding that the $99 price was only for issues with the Display Assembly. The Display Assembly includes the glass, LCD Panel, and the Rear Housing (aka "enclosure"). I never realized Apple would actually use AppleCare+ to address non-functional cosmetic damage.
As for the $299 price I always considered it covered every other part of the laptop except for the Display Assembly.
So if there is an issue with the Display and an issue with the Top Case Assembly (part with the palmrest & keyboard) it would be the combined cost of $99 and $299 ($398).
I believe we once had a laptop in our organization which had AppleCare+ and we were charged the combined price since the laptop had two separate issues one of which affected the Display and the other affected the "base" of the laptop.
However, only an Apple Store or an AASP will be able to tell you what the repair will cost. Get the second opinion as suggested plus you could ask the tech to escalate the issue with GSX tech support to confirm the rules as they would have the ultimate say in the manner for an AASP. I do agree that Apple should really provide a bit more details to explain the terms because "enclosure" can mean the "Rear Housing" of the Display Assembly and also the Top Case Assembly.
I appreciate your insight.
I agree, it is cosmetic damage (in my opinion). Apple states that they do not cover:
“3.1(a) to protect against normal wear and tear, or to repair cosmetic damage not affecting the functionality of the Covered equipment”.
It may be “cosmetic,” but it’s certainly significant damage in Apple’s own opinion. They cut the trade-in value by 40%. The Tech indicated that they would fix it, so there must be some discretion on applying that exclusion.
$3500 laptop to $830 laptop in 18 months. AppleCare seems to be of no use. I won’t be getting AppleCare again, if my best possible outcome is $400 out of pocket and the alternative is being told they won’t even cover it.
C’est la vie.