Quick Brief
- The Incident: Apple Store damaged 2018 15″ MacBook Pro during £245 battery replacement, provided 16″ M4 MacBook Pro (£3,249 retail) at zero cost
- The Numbers: Third-party battery quote was £200; Apple charged £245 initially, waived all fees after repair failure
- The Impact: Reddit post generates 7,500+ upvotes as customer receives current-generation replacement for vintage device
- The Timeline: Two-week repair window from parts order to failure notification, immediate replacement offer
A routine battery replacement escalated into an unprecedented hardware upgrade after Apple Store technicians irreparably damaged a customer’s 2018 MacBook Pro during servicing. Reddit user otto-mate received a 16-inch M4 MacBook Pro valued at £3,249 without charges after Apple failed to restore the device following battery component installation.
Repair Failure Triggers Zero-Cost Replacement
The customer brought a 2018 15-inch MacBook Pro displaying battery service warnings to an Apple Store in the UK. A local third-party repair shop quoted £200 for battery replacement; Apple Store charged £45 more at £245. Apple conducted diagnostics, functionality checks, and photographed the device’s cosmetic condition before accepting the repair.
After one week, Apple notified the customer that replacement parts had arrived. Following an additional week, technicians informed the customer the laptop ceased functioning during repair. Apple installed two separate sets of replacement components but failed to restore operability.
Apple then offered a same-specification replacement, requesting only the customer’s preferred color. The customer volunteered to pay the original £245 battery fee plus an additional £150 for nano-texture display upgrade. Apple charged £0.00 and provided a 16-inch M4 MacBook Pro.
Documentation and Service Protocol
Apple’s intake process involved comprehensive diagnostics and cosmetic documentation before commencing repair. The thoroughness suggests liability protocols requiring photographic evidence of pre-service condition. When technicians damaged the device during repair, Apple assumed responsibility without requiring customer payment for the failed service or replacement hardware.
The two-week service window included parts procurement and two separate repair attempts. After the second failure, Apple immediately offered replacement rather than extended troubleshooting or refund.
Similar Replacement Cases
A separate commenter reported receiving an M4 Max MacBook Pro with 64GB RAM and 4TB storage to replace a 2020 Intel i9 model originally configured with 64GB RAM, Radeon 5600M graphics, and 4TB SSD. The user noted Apple “gets it right” when executing service replacements.
Multiple Reddit users attributed the replacement policy to Apple’s liability for damage occurring during authorized repair. Since the 2018 15-inch MacBook Pro represents a discontinued form factor, Apple cannot provide identical replacements, necessitating current-generation equivalents.
AdwaitX Analysis: Repair Liability Economics
Apple’s zero-charge policy for repair-induced damage distinguishes its service approach from third-party providers. The customer paid £45 premium (22.5% increase) over third-party pricing for Apple’s authorized service. When Apple’s technicians damaged the device, the company absorbed the £3,249 replacement cost rather than offering depreciated-value compensation.
The customer’s willingness to pay £395 total (£245 battery + £150 display upgrade) demonstrates continued Apple ecosystem investment despite the 2018 device’s age. Apple’s provision of a current-generation replacement at zero cost generates significant customer loyalty amplification, evidenced by viral social media engagement exceeding 7,500 upvotes.
Standard repair liability typically caps compensation at depreciated market value. Apple’s policy of matching specifications rather than monetary value creates asymmetric outcomes when replacing discontinued models with current-generation successors.
Service Process Timeline
- Week 0: Customer brings 2018 15″ MacBook Pro with battery service warning to Apple Store
- Week 0: Apple performs diagnostics, cosmetic documentation, quotes £245 (vs £200 third-party)
- Week 1: Apple notifies customer that replacement parts have arrived
- Week 2: Apple informs customer of repair failure after two component replacement attempts
- Week 2: Apple offers zero-cost 16″ M4 MacBook Pro replacement, customer departs same day
Frequently Asked Questions (FAQs)
What MacBook did Apple replace the 2018 model with?
Apple provided a 16-inch M4 MacBook Pro worth £3,249 at no cost after damaging the 2018 model during battery replacement.
Why did the battery repair fail?
The laptop stopped working during repair; technicians installed two separate sets of replacement parts but could not restore functionality.
How much did the customer pay for the replacement?
Apple charged £0.00 despite the customer offering to pay £245 for the battery plus £150 for display upgrades.
What was the original battery repair quote?
Apple quoted £245; a third-party shop quoted £200 for the same battery replacement service.
