Dear @ aristeidis128
Thank you for sharing your concerns with the Apple Support Community.
Important notice regarding the Apple Support Community
The Apple Support Community is a user-to-user discussion forum, not an official Apple Support channel. Although hosted by Apple, the forum allows users to exchange information, share experiences, and assist one another.
Posting a complaint here does not formally register a complaint with Apple, initiate an official Apple Support case, or generate a Case ID. Community members cannot register official complaints on Apple's behalf or issue Apple Support Case IDs.
If you wish to contact Apple directly, please visit Apple Support – Contact to explore the available support options. An Apple Support advisor can review your enquiry and confirm whether an official support case can be opened.
Regarding your situation with Plaisio
We are sorry to hear that your new MacBook Air arrived with physical damage and that, despite reporting the issue promptly, you have spent 17 days contacting Plaisio without receiving a satisfactory resolution. We understand how frustrating this experience must be, particularly when repeated promises of follow-up have not been fulfilled.
Since you purchased the MacBook Air from Plaisio, your request for a replacement or another appropriate remedy should primarily be addressed to the retailer.
Apple provides further information about consumer rights in Greece on its official website:
- Apple – Consumer Law in Greece explains consumer remedies for goods that are defective or do not conform to the sales contract, including repair, replacement, price reduction, or refund, subject to applicable legal requirements. It also explains that claims under consumer law should generally be directed to the seller.
We understand that you are requesting a replacement rather than a repair because the product arrived physically damaged. We recommend escalating your complaint in writing to Plaisio's customer service or complaints department, documenting the original notification date and subsequent communications, and requesting a formal response within a reasonable timeframe.
How to contact Apple directly
If you would also like Apple to review your circumstances, please use the following official resources:
- Contact Apple Support — select the appropriate Mac support option and explain the circumstances of your purchase and the unresolved issue with Plaisio.
- Find your Mac's serial number — use Apple's instructions to locate the serial number if you need it when contacting support.
When contacting Apple, have your proof of purchase, photographs of the damage, serial number, and records of your communications with Plaisio available. Ask the advisor whether an official support case can be opened for your enquiry and, if so, request the corresponding Case ID.
Please note that contacting Apple does not guarantee that Apple can compel an independent reseller to provide a replacement or refund. The available assistance will depend on the circumstances and the applicable terms and legal requirements.
If Plaisio continues to delay resolving the matter, you may also consider contacting the relevant consumer protection authorities in Greece for further guidance.
We hope these official resources clarify the distinction between the Apple Support Community and Apple's direct support services, and help you identify the appropriate next steps toward resolving your complaint.
Kind regards,
🦉-53
