I purchased a MacBook Pro 16” through a platform, with insurance managed by a third party. What should have been a straightforward screen claim on October 18 has now extended to 46 days of inadequate service:
– The laptop was sent for repair, only to be reported as “lost” in transit for over three weeks,
– It was returned with a defective screen repair (visible blemish under the new panel),
– Numerous support tickets were either auto-closed or ignored,
– There were long stretches of complete silence,
– No loaner or replacement was provided,
– There was no sincere apology or compensation for the time without a functional device. The proposed “compensation” from the third party would still leave me at a loss and does not fully cover a comparable replacement, despite their own deductible table limiting the excess to £100. The platform must take accountability for the insurance products they offer and the partners they collaborate with. As it stands, I cannot recommend depending on this warranty if your device is essential for work.
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