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Apple 15" Battery Recall 2019

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Jun 20th, 2019
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  1. Article ID:
  2. OP2157
  3. Last Modified:
  4. 20 Jun 2019
  5.  
  6. Apple has determined that, in a limited number of older generation 15-inch MacBook Pro units, the battery may overheat and pose a fire safety risk. Affected units were sold primarily between September 2015 and February 2017 and product eligibility is determined by the product serial number.
  7.  
  8. Customer safety is always Apple's top priority, and we have voluntarily decided to replace affected batteries, free of charge.
  9.  
  10.  
  11. 1. Eligibility
  12.  
  13. A. Eligible product - MacBook Pro (Retina, 15-inch, Mid 2015). See the 15-inch MacBook Pro Battery Recall Program customer page for a serial number checker to check eligibility.
  14.  
  15. B. System messaging - A message will appear in GSX for MacBook Pro (Retina, 15-inch, Mid 2015) serial numbers that are eligible for this program.
  16.  
  17. C. Device condition - Devices with accidental damage with an affected serial number are eligible for the program. The customer may be responsible for the cost of the additional repair. If the customer declines the additional fees, proceed with the battery service following the Mixed Failure process as described in Handle a mixed-failure repair (HT204695).
  18.  
  19. D. Apple may send emails to customers - Customers may receive an email from Apple <applesupport@insideapple.apple.com> notifying them that they purchased a MacBook Pro (Retina, 15-inch, Mid 2015) that may be eligible for this program.
  20.  
  21.  
  22.  
  23. 2. Service strategy
  24.  
  25. This section outlines the available service strategy, which varies by location and account type.
  26.  
  27. Important: Prior to the repair, it is required to run the AST 2 Battery Drain Tool. Additionally, there are special packing materials for Mail-In Repair and KBB top case service parts. Details included in the setup portions of this procedure.
  28.  
  29. A. Mail-In Repair for Apple Authorized Service Providers (AASP) in Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Hungary, Italy, Lithuania, Japan*, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, United States*
  30.  
  31. 1. Mail-In Repair - The service strategy for these countries is a Mail-In Repair for standalone battery replacement. Details for creating a Mail-In Repair for this program are outlined in Section 3.A.
  32.  
  33. *Alaska, Hawaii, Okinawa only - The service strategy for these locations is a Carry-In Repair as described in Section 2.B.
  34.  
  35. 2. Multiple issues - There is a multi-issue repair option for Mail-In customers with multiple issues who are requesting additional repairs to be completed on an eligible device. Depending on the requested repair and warranty coverage, the customer may be responsible for the additional repair fees.
  36.  
  37. B. Carry-In Repair for all other Apple Authorized Service Provider (AASP) locations
  38.  
  39. 1. Carry-In Repair - The service strategy is to create a Carry-In Repair. Details for creating a Carry-In Repair for this program are outlined in Section 3.B.
  40.  
  41. 2. Multiple issues - If the customer's device is eligible for the program and needs additional repairs, add the top case service part and any additional parts that need to be replaced. The top case service part will be covered by this program. Depending on the requested repair and warranty coverage, the customer may be responsible for the additional repair fees.
  42.  
  43. C. Enterprise, Business, and Education customers in all locations
  44.  
  45.  
  46.  
  47. 3. Creating and performing the repair
  48.  
  49. Follow this process to create a repair for eligible devices.
  50.  
  51. Important: Before performing these repairs, technicians must complete the ATLAS courses Shipping Lithium Batteries, Surface Transport of Lithium Batteries, Air Transport of Lithium Batteries, and Shipping Damaged or Defective Lithium Batteries.
  52.  
  53. A. Mail-In Repair (available in select locations)
  54.  
  55. B. Carry-In Repair
  56.  
  57. If the service strategy outlined in Section 2 is Carry-In Repairs, follow the Carry-In Repair instructions in Creating repairs in GSX (OP1682) along with these unique instructions for this repair program.
  58.  
  59. 1. Classifying the repair - Select the device as the 'Affected Product'. For the top case to be eligible for replacement at no charge, select the appropriate Component, Issue, and CompTIA:
  60.  
  61. • Component - Power
  62.  
  63. • Issue - 2015 MBP Battery REP
  64.  
  65. • CompTIA - Z97: 2015 MBP Battery REP
  66.  
  67. Note: Carry-In Repairs can only use the Z97 CompTIA. The Z98 CompTIA is only for Mail-In Repairs.
  68.  
  69. 2. Part Quote - Add the service parts listed below to the repair record for the quality program.
  70.  
  71. • Top case with battery
  72.  
  73. • QP Battery Recovery Kit, KBB Return, MacBook Pro 15 box
  74. This box will be used to return the KBB top case and must be added as a part on the repair. For more details on returning the KBB top case, see Section 4.C.
  75.  
  76. Note: The CompTIA will need to be selected for the top case and the QP Battery Recovery Kit, KBB Return, MacBook Pro 15 box.
  77.  
  78. If the customer requests additional repairs to their device, include the other service parts needed for the repair in the same repair record. The top case will be covered by the program. The additional repairs may have service fees depending on the product's coverage.
  79.  
  80. 3. Repair Notes - Note that the device is eligible for this program based on the serial number. If the customer has any additional reported issues, describe the observed symptom(s) and any additional information in the repair notes.
  81.  
  82. 4. Turnaround Time - Set standard turnaround time expectations with the customer. Encourage the customer to use Apple Support to track the repair status online.
  83.  
  84. 5. Preparing the device for repair - It is recommended for the customer to take the following steps to prepare the their device for repair. Once the device is checked in, run the AST 2 Drain Tool in the repair room.
  85.  
  86. • Back Up Data - It is recommended for the customer to back up hard disk data before sending a product to Apple for repair. During the course of the repair, it is possible that software or data on the hard disk may be erased. For information about backing up data, refer customers to Back up your Mac.
  87.  
  88. • EFI password - Advise customers to turn off their EFI password, if it is set. If customers cannot remember their EFI password, please follow EFI Password/Firmware Unlock Guidelines (OP1395) to ensure that it is removed before you send it in for repair.
  89.  
  90. • AST 2 Battery Drain Tool - Prior to starting the repair, it is required to run the AST 2 Battery Drain Tool. This tool drains the battery to a specified level and locks it to prevent charging past that amount. GSX will verify when the tool has completed these actions.
  91.  
  92. • The AST 2 Battery Drain Tool must run with clamshell open.
  93.  
  94. • Plug the device in to a power adapter - recommended to help the tool monitor the progress.
  95.  
  96. • Can be placed flat on shelf horizontally or can stand up vertically. Do not stack.
  97.  
  98. • Maintain the network connection for the duration of the repair. For devices testing while plugged into ethernet, do not disconnect the ethernet during the drain.
  99.  
  100. • If device powers on and has a battery at a low percentage, but is able to charge, run the diagnostic so that the battery can be locked.
  101.  
  102. • If device has no video, use an external display.
  103.  
  104. • If device does not power on, then skip the diagnostic.
  105.  
  106. Note: If the AST 2 Battery Drain Tool is accidentally run on an ineligible system, you can use the AST 2 Battery Unlock Tool to undo the battery lock.
  107.  
  108. 6. Perform the repair - Record the KGB serial number in the repair record then discard the original KGB top case service box.
  109.  
  110. 7. Important handling instructions - See detailed instructions for packaging and shipping the KBB top case below in Section 4.C.
  111.  
  112. 8. Follow the standard process to complete the repair. When the repair is complete, contact the customer to return to pick up their repaired computer.
  113.  
  114.  
  115.  
  116. 4. Packaging
  117.  
  118.  
  119.  
  120. 5. Shipping
  121.  
  122.  
  123.  
  124. 6. Refunds and CRU
  125.  
  126. A. Refunds - This program does not affect the customer's statutory or warranty rights. If a customer has any questions have them contact Apple Support.
  127.  
  128. B. CRU - The BOSP CRU window has been extended for all countries for this program.
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