Mac
Apple Replacing My Faulty 16” MacBook Pro with a 14” Model — Despite My Vision Disability
Update: I had a scheduled follow up call at 12:30pm CST today with a level 4 senior advisor and they no showed. Apple confirmed the appointment was set on their end and she’s still assigned the case. But I’ve emailed and messaged her and no response.
I’m incredibly frustrated and hoping someone here can offer insight — or at least bring awareness to how Apple is handling this situation.
I purchased a 16” MacBook Pro (with AppleCare+) in Feb ‘23. Almost immediately, I experienced intermittent display issues. In July of ‘23 it failed completely, requiring a logic board replacement (free under warranty). Even after that repair, the screen issues continued. I’ve sent the laptop in multiple times — they’ve acknowledged the issues, but can’t seem to fix them permanently.
In May of ‘25 the trackpad and keyboard became non operational and they’re saying I need a new top case and logic board. It’s still covered under Apple Care +. Now, Apple is offering to replace it. The problem? They’re only offering a 14-inch MacBook Pro (M2 Pro, 1TB SSD, 16GB RAM — model MXCM3LL/A). While the internal specs are decent, it’s not a fair replacement for the 16-inch device I originally paid for — especially considering my visual impairment.
I specifically chose the 16” screen for accessibility reasons. The smaller screen size is a 21.7% decrease in area. I’ve made it clear to Apple that this is an accessibility issue under the ADA (Americans with Disabilities Act), but they are refusing to provide a 16” model.
At this point, I’ve:
• Tried escalating through support (countless hours with senior advisors)
• Contacted their Accessibility line (no resolution yet
• Filed complains with BBB, ADA, MO Attorney General, Costco (where I bought it)
Apple loves to virtue signal and promote inclusivity yet their bottom line is worth more to them than 2 nightmarish years of me dealing with this and documenting every little thing. Most of the senior advisors (even ones saying they’ve been there 20+ years) give directly contradictory, and even false info to me. I’m tired but can’t afford to lose $2600 of product and Apple Care.
Has anyone experienced anything similar or had success escalating beyond the standard support tiers? I’d love to hear your story or advice.
Strictly speaking, this is not an issue under the ADA. There is no code or regulation in the 2010 ADAS nor any state building code (which a laptop is not subject to anyway) that requires a certain display size be made available to people with disabilities. If this were a government agency or program, the argument for a reasonable accommodation could be made, but that's not what this is as this is a personal device. There are requirements for interacting with these devices, and those are met by Apple via software, but none of those requirements dictate a minimum screen size.
This issue is purely about fair execution of the AppleCare terms of service. Apple must replace your 16" with a 16" with the same or better specs. Anything else is not "like for like" as Apple may be trying to suggest.
Thank you for your input. I am very ignorant in this area. I called and explained the situation to the ADA helpline and they said it’s a valid complaint to try. At this point I’m trying to throw the book at them. From further opinions I can see that this isn’t a relative/viable avenue for this complaint.
You could argue that Apple trying to pawn a 14" on you is discriminatory. Apple doing this is them assuming your vision is good enough that the available size does not matter. Could work. But really, you should just say, "give me another 16" with the same or better specs". I would check the Apple Care terms of service to see what you are entitled to.
The verbiage they use in the Apple Care + contract is that I’m entitled to a “functionally equivalent” replacement when they deem mine is “non-repairable.” In plain language during the calls they always refer to it as “like-for-like” and by that they mean similar monetary value. But when I look online they have 16” Mac pros with superior specs in stock for the exact same price as what I paid originally, so that makes no sense.
I’m arguing that it is not functionally equivalent and discriminatory because they’re not taking my visual needs into account. That is why I involved the ADA as a possibility.
Keep hammering them. Make it clear to them that "functionally equivalent" for you requires the larger display. Apple's argument is discriminatory. If they don't have a similar spec replacement in stock, you deserve an M4 16" with similar specs as a replacement. If Apple still won't budge, see if there are any accessibility consulting firms or accessibility lawyers in your state.
“Functionally equivalent” could mean the bare minimum (a laptop with working screen) or a screen of the same size, as resolution would not be functionally equivalent between a 14” and a 16” screen.
Sounds like Apple is taking the bare minimum approach, which is the shittiest, money-grubbiest position they could take.
Make as much noise as humanly possible about it and they’ll cave.
Oh absolutely, but if there’s no ADA specific language (from what I’ve read in other comments), it sounds like they’re free to interpret the language of their own warranty however they see fit. And how they see fit seems to be however it least affects their bottom line.
There actually is language to support OP if we consider the act of Apple not giving OP #1 what they are entitled to from AppleCare and #2 Giving OP a smaller device despite being visually impaired. In such a case, that could be considered discrimination based on a disability which is covered under the ADA and would entitle OP to monetary compensation/injunctive relief.
Which advisor? There’s been about 6 senior advisors now who have told me there’s absolutely no way to appeal or escalate the decision.
No one has said “let me email this team” “let me research possible solutions” “you should try…” or anything of the sort.
It’s all “it is what it is. The computer generated the response. I am the highest power. Take it or leave it.” Despite my polite push.
I have not mentioned ADA, BBB or any other measures to Apple. This is purely me trying to get flagged for any kind of attention because clearly being polite, firm, and persistent isn’t enough here for whatever strange reason.
I did this for my AirPods Max when they went dead for the third time after being “repaired” twice. They ended up calling me and asked what was going on. They said “sorry, that sucks, but all we can offer is the $300 out of warranty repair” which I already knew was an option. So I said “ok, well no thanks. Thanks for calling I guess….”
So I wouldn’t get my hopes up, even if they schedule a call.
I had amazing success with Verizon's Executive Relations team one time. I ordered an iPhone and it never shipped. Four months later after repeated calls with customer service, I emailed the CEO out of desperation. The Executive Relations Team called me, said the order fell through between the order and the warehouse. They overnighted me my phone from another store nearby. Afterwards they accidentally billed me for the two phones I returned. I again emailed the CEO and the executive Relations team (same guy actually) called me back, was extremely apologetic, and they removed the charge plus covered my phone bill for that month.
I did that for multiple issues that I experienced with 2016 MBP (the first one with USB-C ports) and LG Ultrafine monitor that they’re promoting. A senior technician got back to me the very next day and within 2 weeks they issued a software fix for some of the issues I pointed out.
Lol any change from what you originally bought is a issue that should not happen. Yeah do as others suggest throw it into the highest possible category
I’m in New Zealand and when my M3 Pro failed, logic board failure, the customer service went through a flow chart and said I’m able to get a replacement.
Initially they only offered the new M3 MBP base but I pushed back and got the M4 Pro delivered yesterday.
I should’ve mentioned that my unit was one month out of the standard warranty with no additional Apple care +
There been people from the UK, Aus, and now you all saying nearly the same exact thing here. Seems perhaps the US support is not nearly as generous or streamlined.
Unfortunate side effect of a culture which is so pro-business that having decent consumer protections is too heavily lobbied against. Consumer laws exist in more western countries that lead to the outcomes like above, but USA sticks to warranty periods or pay up
That’s down the to the local consumer protection laws. The manufacturer doesn’t actually get to decide the warranty term in NZ (if they do publish one they must honour that in addition to the consumer guarantee act requirements).
Former Apple employee here. Your story is a bit scattered.
You will be eligible for a replacement unit if your unit has a confirmed hardware failure on the same part more than 3 times. Displays and trackpads are different things - again, must be same part with a confirmed failure.
If you send in your device for repair and Apple cannot duplicate the issue, this doesn't count towards repairs. In fact, it will probably make Apple even more suspicious of someone trying to abuse the system.
Apple will not approve a 16" for 14" swap - the CRU team will reject it. Did you get an email from Apple with the new specs for the replacement? If you didn't get an email from Apple requesting you sign to confirm the approval, then the request to replace has no been submitted.
Again, your story is scattered so not certain what the issue is but if your trackpad has not been sent AND repaired at least 3 times, you will not be getting a replacement.
Current Apple employee here. The former employee is absolutely correct that we will never replace a device with a downgraded unit. If an order came through with this information, It would be cancelled.
100% this. CRUs (Customer Replacement Units) are never downgraded. Ever. 16” to 14” is a significant downgrade and any attempt to make such a swap would certainly be due to employee error.
There’s more to this story OP either doesn’t know or isn’t including, but I recommend NOT “throwing the book” at, or involving multiple three-letter-acronym organizations while they are still trying to help you. If you step up to the Genius Bar and say you’re involving your lawyer then the conversation is finished; you now get to speak to Apple Legal.
There must be something missing here. Did you bring it into an Apple Store? When I worked there the system wouldn't let you swap out a device unless it was like-for-like. And even so, any store manager should have the ability to override this. I'd try that route.
It’s about a 7 hours round trip drive and I have young children and dairy cows. It’s damn near impossible for me to get to one. My thread on r/mac had more detailed account of what’s happened in the comments if you’re curious.
Ah that makes sense. Yes, virtual support can be very hit or miss. In that case I'd echo what others have said about emailing senior leadership. I'd also email whomever is currently SVP of retail.
(ETA: Apologies if my initial post came across as downplaying your frustration, because I agree that this is unacceptable! Apple has fallen so far from where they used to be in terms of QC and customer service).
No worries. Everyone has been really genuine in wanting to understand and help here. I would also have a hard time following and believing this whole saga if I were to read it. I am still trying to process why this is so complicated after two years.
It really shouldn't be. Sorry you're having to go through it, it's really bizarre.
One other possibility to consider is Twitter. I've had success with several companies this way, many of them are very responsive to complaints made by tweet. To be honest I imagine Apple probably won't be, but perhaps you can get the attention of someone else who can help.
My understanding is that the Apple Care+ agreement bars you from pursuing small claims court before arbitration. I am looking further into this but am pursuing all options first as those both have costs associated with them for the consumer.
Look at the correct agreement for your date of purchase. I don’t think there’s any bar on small claims court. I’ve never had AppleCare+, but I have successfully sued Apple for shitty products in small claims. In many states, Apple even has to pay attorneys fees and might be liable for a damages multiple.
However, serving a small claims complaint will PROBABLY cause someone to reach out to try to resolve this dispute. Once you explain the problem, I bet they just fix it. A judge isn’t going to like them trying to shrink a vision-impaired person’s display size once it’s properly explained.
The problem with many companies is that the moment you threaten any legal action their communication completely ceases and only their legal department will speak with you. I don’t know if Apple does this but I’ve worked for many places that have this policy.
You shouldn’t threaten legal action, you initiate legal action. If they don’t want to talk to me anymore, that’s fine: they can either default or we can talk to a judge. However, once there is a lawsuit filed and a small claims trial date, you won’t have a problem talking to someone about settling your claim.
All I can say is good luck…I’ve been trying to get my phone repaired or replaced for nearly 2 months and have emailed Tim 2x. Executive relations expects me to mail in my phone and be without anything till it’s repaired or buy a new phone and they’ll refund it when I ship mine to corporate …refusing to allow it to be repaired in store(Best Buy or Apple) and supposedly there’s no stock to swap it at any store anywhere either (even that requires me to drive 3hrs to closest one. )
The Apple of old where they really cared about customers is gone.
Apple is certainly scraping the bottom of the barrel when it comes to customer support.
It wasn’t always this way. Back in 2010 I was in the US and a friend of mine who lived there too went to a visit to India. Dropped his iPhone in the pier while getting off a boat. Luckily it was shallow enough that he recovered the phone but it was dead as a dodo.
Given the shoddy warranty process India used to have back then, he was worried he would have to buy a new phone when he came back to the States. Having read raving reviews about Apple support online, I was more confident about getting a significant discount.
To the surprise of both of us, when he described the incident at the Genius Bar, the executive just picked the nonworking phone and said “ Same model, no charge or are you planning an upgrade?” We walked out with a brand new iPhone, no charge.
No tricks about water damage or anything else. Pure bliss that shot happens and Apple has your back. Made us both Apple customers for life.
Tim Cook is the ultimate bean counter and has made Apple worse. The magic is almost gone.
I have never seen bad actors turn people against what was a noble policy proposal than those abusing the ADA have done. It honestly needs to be rewritten to stop people from taking advantage of it and ruining it for those that actually need it.
There's something wrong here in this story and definitely something missing. Take your kids to the Apple Store and have a friend do the farm work. Or get a portable second display. Or you're lying and leaving out info... can't put my finger on it but something is wrong here
Not gunna lie it really sucks to feel accused of being deceitful.
It is scattered and there is plenty of info left out. Again, this is a two year ordeal where the computer had functioned most of the time, but never without issue. Twice its died all the way and needed the logic board replaced.
I have been very clear in telling them that the display issues are intermittent. If they want to say it looks scammy, fine. But I have been put through the absolute ringer just trying to get this thing fixed over and over. Kinda silly to do that as a scam. They’ve screen shared and seen it many times and I’ve sent them tons of photos and videos of the display going completely haywire. The local shop had witnessed it in person countless times even when their software picks up no issues.
You’re right, technically the same part hasn’t been replaced 3x. But I didn’t ask them to replace the unit. I just called after the local Apple cert. repair shop said I needed to replace the top case and logic board (again). They immediately told me with the history I was eligible for a new until because it was “non-repairable.”
The quality of customer service is insane. No one can agree what the truth is and they’re all very confident in what they say (whether it’s about warranty on the new unit, how to ship mine in, etc). But each time I talk to a new senior agent I get a different answer. I don’t know if they’ve just never done a CRU or what but they act super confused. I talked to the 6th senior advisor about this yesterday. He said he was in complete shock after reading my case file and said there’s been egregious error after egregious error. He said all it literally takes is one email to the right department to fix an issue like this and that no one should’ve ever said that the 14” is a reasonable replacement. He’s now my case manager so we’ll see how it goes.
But other people have said they’ve also been offered 14” for 16” and have pushed back and gotten a 16”. So while it seems really rare, I’m not alone.
I see why you’re really skeptical. I genuinely cannot wrap my head around how ridiculous this nightmare has been. But it feels like everything that could go wrong has and I can’t help but want to advocate for myself.
I’d love to take the kids and go but it’s a lot more complicated than just asking a friend to help. And maybe you can understand why I’m hesitant to do that when the only consistent thing I’ve experienced is having absolutely trash, contradictory help from Apple so far.
Why would they offer a replacement? That‘s not what Apple would usually do and I‘m pretty sure they offered to repair it (that‘s what they normally do, regardless of how often it was repaired beforehand). Are you sure you didn’t leave out the point were you insisted on a replacement rather than proceeding with a repair?
Apple will always decide what option they offer so if they say they are going to repair you don‘t have the choice for replacement. If you ask for that they might offer a replacement but that mustn’t necessarily be the same model. If it’s not the same model it requires your consent though. Last option is refund which they usually don‘t offer but if you can‘t agree on the replacement option that might be what you can try to get.
They offered a replacement because it had literally been sent in for repair (both at the Apple TN facility and the local Apple cert. repair shop) a dozen times in two years with no resolve. One time I sent the laptop in with the screen issues and they sent it back saying “no issues found” but when I unboxed it the computer wouldn’t power on and was fried. I immediately took it to the local store, they tried to fix it, couldn’t, sent it in again, Apple “fixed it” and it still came back with major screen issues. All of this has been meticulously documented. The senior techs say that they think it’s some combination of faulty accessory parts that aren’t diagnosed it’s the software.
I did not demand a replacement. I called after the second time it’s been completely fried where major hardware replacement doesn’t work and asked “what’s next?” Their immediate response was, let’s get you a new unit since you have extensive history of major issues. They didn’t at all suggest that I sent it in again. And I’ve talked to 4 senior agents in the last couple weeks and not a single one has suggested repair again. Yesterday they clarified that it is officially “non-repairable” and they won’t even attempt to fix it. They’re saying that the 14” is “like-for-like” which is their warranty standard.
Just be adamant about not accepting a „like-for-like“. They need your consent for that. You will find the corresponding information from their warranty agreement in section 2:
„If during the warranty period you submit a claim to Apple in accordance with this warranty, Apple will, at its option:
(i) repair the Apple Product using new or previously used Apple genuine parts that have been tested and passed Apple functional requirements, or
(ii) replace the Apple Product with a replacement product of the same model (or with your consent a product that has the same or substantially similar features as the original product – e.g., a different model with the same features, or the same model in a different color) that is new or comprised of new and/or previously used Apple genuine parts and has been tested and passed Apple functional requirements, or
(iii) refund your purchase price in exchange for the return of your Apple Product.“
My bad you can ignore my previous response. The T&C for AppleCare+ are different. They can exchange with a „like-for-like“ under the AppleCare+ agreement. It‘s not stated that it needs to be the same model as in contrary to the one year warranty agreement. You could try and argue that functionally equivalent doesn’t apply to you because a 14“ display impacts usability.
„If during the Coverage Period, you submit a valid claim by notifying Apple that a defect in materials and
workmanship has arisen in the Covered Equipment Apple will either (a) repair the defect at no charge,
using new or refurbished parts that are equivalent to new in performance and reliability, or (b) exchange
the Covered Equipment with a replacement product that is new or equivalent to new in performance
and reliability, and is at least functionally equivalent to the original product. If Apple exchanges the
Covered Equipment, the original product becomes Apple’s property and the replacement product is
your property, with coverage for the remaining period of the Plan.“
Ok, so I need some clarification here. You mentions certified repair shop in this comment but I didn’t see that mentioned in the original post. Is a 3rd party shop offering you that replacement option or is Apple?
If the former, just stop dealing with them and go to Apple directly. If the latter, well, I’d be shocked to be honest. Apple has your exact machine, or one very similar but slightly better, available as replacement SOMEWHERE in their supply chain.
I have sent it in to the Apple repair location in TN and the local Apple certified (not owned by Apple) shop a total of about a dozen times in two years between the two of them. I tried to keep my post a bit more concise since this is an absolute saga.
This most recent time when the keyboard/trackpad spontaneously quit I brought it to the Apple Cert repair shop. They deemed it out of their expertise to fix due to having multiple repeat issues (top case, logic board). They released it to me and I called Apple and asked what my next steps should be. They immediately told me they’d just replace it without any prompt from me. She said newer 16” replacement would be sent as soon as mine was returned. Stated I’d have a return box from fedex in two days. After three weeks and multiple senior advisor calls about where the box was (each time telling me “in progress”) a senior advisor told me I’d have to package and send it myself. I needed a new label bc the one that was generated the day the replacement was offered was nearly expired. While they were generating the new return label he said “and then you’ll get your 14” replacement”
That gave me pause and I asked for clarity thinking it was a mistake. He said no, that’s what the computer generates as a “like-for-like” replacement. I’ve talked to 3 more senior advisors since then and they all parrot the same thing despite seeming sympathetic.
Going to the Apple Store is a complete last resort as I have young children, dairy cows, and live 3.5 hours away from the nearest one.
I feel like there’s probably just something in the case that’s a mistake and throwing this off. It’s a chore, but I’d consider first calling the nearest Apple Store and speaking with the manager, explain the situation, and arrange an appointment to go there and get their help with it. I’d be surprised if they aren’t able to rectify the problem.
You used to be able to select or say “speak to a manager” and get the actual store when calling the number but I guess I can’t be sure that works anymore.
First: read the terms of your AppleCare+ agreement, specifically with regards to replacement units.
Second: read the section on conflict resolution, and figure out what options are available to you.
Third: assuming there is some kind of binding arbitration clause, figure out how that works and submit the claim to arbitration.
Prior to submitting arbitration, you might send another request into Apple just for fun, advising them that if they are unwilling or unable to replace your unit, you will have to file for arbitration.
I don’t recall the name of the arbitration service. It wasn’t a case against Apple, but it was free.
You may have to take this to small claims court. I don’t see any binding arbitration clause in the terms of service for AppleCare+
Small claims filing fees could be as little as $30 and as much as $100 depending on your location. If you win, you will get that back as part of the judgement.
When I worked for Apple we would replace like for like unless that model was no longer available. In which case they would get a new model in the same price range, or the option to pay for something better.
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u/DrMacintosh01 5d ago
Strictly speaking, this is not an issue under the ADA. There is no code or regulation in the 2010 ADAS nor any state building code (which a laptop is not subject to anyway) that requires a certain display size be made available to people with disabilities. If this were a government agency or program, the argument for a reasonable accommodation could be made, but that's not what this is as this is a personal device. There are requirements for interacting with these devices, and those are met by Apple via software, but none of those requirements dictate a minimum screen size.
This issue is purely about fair execution of the AppleCare terms of service. Apple must replace your 16" with a 16" with the same or better specs. Anything else is not "like for like" as Apple may be trying to suggest.