Case No. ***
I am writing to find a resolution to a problem I have been facing with Apple. I purchased a MacBook Pro M4 Pro in September 2025, and in February 2026 I began experiencing issues with the device: it freezes completely in screen saver mode, in graphics-intensive programs and games, and in some Safari tabs, specifically in ProMotion full-screen mode. The problem disappears when switching to 60Hz or when flipping the screen.
At the request of Apple's advisors, I took the device to AASPs here in Egypt, and it went through 6 repair attempts, including 2 logic board replacements, a display replacement, and a lid angle sensor replacement. Despite all of these repairs, the problem was not resolved.
I escalated the issue to the Executive Relations department by email, and one of the advisors did call me and followed up on the case. He informed me that there would be no replacement for my device. Around that time, macOS 26.6 was officially released, and after updating I found that the problem had disappeared. I emailed that advisor to tell him that the issue was gone after the update, but that I was not sure whether it had disappeared temporarily or would come back. I told him I would continue monitoring the Mac over and let him know if it returned, and I asked whether he could share the findings of the Software Engineering team so I could understand the cause of the problem.
Indeed, I found that the problem kept reappearing repeatedly in some applications. There is also a delay in typed text appearing on the screen, and a single battery charge does not last more than 8 hours of light use, or more than 5 hours when I am away from home. All of this is documented and has been sent to the Executive Relations department.
I contacted Apple through the dedicated number for Egypt, 0800 000 0888, and explained the problem to one of the senior advisors. He contacted me several days later and told me that the Engineering department had approved a replacement request for me at an AASP. He sent me this email in writing, stating that the replacement would take place in September and that he would contact me on the scheduled date to go to the AASP.
"I have left all of these documents at the link".
When I asked him in the call, "Mr Youssef, is the replacement guaranteed?", he told me, "Yes, absolutely, Abdallah."
In September, I sent him a message through the link asking about the replacement date, but he did not reply to my messages. I left him voicemails, but he never contacted me. I called Apple's dedicated Egypt number again, and another senior advisor answered. When he reviewed my file, he told me that there was no replacement for me and when I referred to the written email, he told me, It was merely an expectation from Mr. Youssef. I asked to schedule a call with the Executive Relations department and waited a full week, but nobody called me. I then emailed the Executive Relations advisor who had handled my case earlier, and he did reply, saying that Apple would be unable to meet my request for a replacement at this stage.. When I pointed to the written approval issued by Mr Youssef, his answer remained that we reviewed your request for a replacement. Please note Apple have reviewed your situation and provided you with our response on multiple occasions. Our response remains unchanged.
When I asked him to at least help solve the problem, he told me that the engineering team recommends updating to macOS 27.0.1 and asked me to provide recent screen captures recorded on an iPhone. I told him that I had already updated to the latest version, and I recorded the issues recently and sent him the videos.
He then sent me another email saying that the Executive Relations department does not provide technical support, and that if I need help I can contact Technical Support.
I replied to him with this email:
Dear Bulat,
As you requested, I recorded the issues recently on an iPhone and sent you all the videos by email. In your reply, you say that Executive Relations does not provide technical support.
I would like to clarify that these issues are not a technical support matter.
These issues appeared after a long series of repeated repairs and replacements.
In addition, when I contacted Apple Technical Support, they told me that my case belongs to a higher department within Apple, which is Executive Relations, the team you are part of.
I completely reject this approach from Apple, which has not led to a satisfactory solution, whether by repair or replacement, for a case that has lasted more than 8 months.
Kind regards,
Abdallah ***
I find this sequence extremely concerning and frustrating: after multiple major repairs, Apple confirmed a replacement in writing, the replacement was not implemented, and my attempts to resolve the matter directly have not resulted in a resolution.
iCloud shared album link: ***
[Edited by Moderator]
