To: Apple Product Feedback TeamSubject: Feedback Regarding MacBook Experience – Hardware & Support ConcernsDear Apple Team,I'm writing to share my recent experience with a MacBook issue that has not only impacted my productivity but also shaken my trust in Apple as a long-time customer.I've used Apple products for over 15 years — iPhones, Apple Watch, AirPods, and several MacBooks. I’ve always admired Apple’s commitment to design, performance, and customer experience. However, this recent situation has left me disappointed and exhausted.The MacBook in question experienced persistent crashing and performance issues that were not detected by in-store diagnostics. Despite multiple visits to the Apple Store, resets, and extensive troubleshooting, I was initially told by a senior-level engineer that the issue was likely user error or third-party software. This conclusion was frustrating, as I had already ruled those out.Eventually, thanks to the incredible support of Majella from Apple Cork, the true cause was identified: a hardware fault with the display — something missed by the standard diagnostic tools used in-store. She took the time to walk me through advanced logging (using Capture Data 9.11.0) and forwarded the results to Apple’s senior engineers. It was only then that the hardware defect was confirmed.This situation highlighted a few key concerns I hope Apple will consider:Diagnostic Reliability: If your in-store tools cannot detect hardware faults accurately, customers are at risk of being misdiagnosed and dismissed.Listening to the User: I felt repeatedly unheard, despite having a technical background. This added unnecessary stress and extended the time to resolution.Support Burden on the Customer: I’ve spent lunch breaks collecting logs, taken calls during work hours, and navigated complex processes — all to prove that the problem wasn’t “user error.”I’ve always associated Apple with simplicity, elegance, and user trust. But this experience felt like the opposite. I expected a premium product and service — especially at this price point — and unfortunately, I received neither.Going forward, I suggest that:More advanced diagnostic tools be made available in-store.Support teams maintain greater humility and curiosity when investigating edge-case issues.Apple prioritizes the emotional and time burden these issues place on loyal users.I still believe in Apple and its values. This is why I’m sharing this feedback. My hope is that future customers won’t have to go through the same experience I did just to be heard and helped.Thank you for your time and for taking this seriously.Sincerely,Chun
