Hello!

Thank you for your recent correspondence to the executive offices of Apple.

Upon reviewal of Apple Support resources, Apple confirms that the customer initiated a support chat on **/**/**** at **:**:** Pacific Time. The customer's issue was then relayed to our Tier 2 and Senior Advising team for follow-up. Per diagnostic protocol, remote testing was performed on the device in question in an attempt to isolate the issue the customer was experiencing. Apple's diagnostic tools identified both software and hardware abnormalities for the device due to a manufacturing defect. As such, this issue is covered under Apple's One Year Limited Warranty. On **/**/**** at **:**:** Pacific Time, further review by our engineering team concluded that a replacement device would be exchanged for the defected device under such coverage. Apple communicated this resolution to the customer on **/**/**** at **:**:** Pacific Time. However, we have yet to receive a reply from the customer.

Apple sincerely apologizes for this manufacturing issue. Product integrity is very important to us, and we hate to see experiences like this. We want to make it right to the customer, so we're requesting that they reply to Apple's most recent communication for the next steps in getting their Mac device exchanged.

We look forward to the customer's reply to Apple Support in regards to case ID ************.

Apple considers this matter closed.

Thank you!

Josh
Apple Inc.
Software Engineering
Executive Consumer Relations

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