I work "alongside" the shiny world of Apple.
They are indeed an odd bunch when viewed from the world of computers as a disposable item. In general I would respect them as having higher values on product quality and service delivery without any doubt at all. I have spent many years around Dell, HP, IBM and others and generally I would prefer Apples view of the world than others. It took two visits on a next business day contract over three weeks to get my wifes Dell XPS1330 fixed only this week.
I suspect you are looking at a "channel issue"
Gravis I assume (please excuse my ignorance of the German market) are an Apple Professional Reseller or some such partner and not "staff". Where product fails under warranty they are paid by Apple to perform repairs like a garage. In many cases a customer will come in and ask them for something, find out that they must wait for the parts to be issued from Apple (as you have) then simply go away and get it done free of charge on the spot in the Genius bar at an Apple store. It leaves them with paperwork to do to get the part issued and then more paperwork to have it returned as you do not show up.
Perhaps I might guess that this request to leave your machine might be a "dis-incentive" as they cannot be bothered and know that the result is that the customer will simply go to an Apple Store and have it done there.....how cynical......Yes.
Margins are thin in the APR market, less than PC and Dell type products so service is a fun area.
My approach - if you are buying a single device for personal use then go to a TRUE AppleStore and feel the love. Be aware that many Apple Retail shops are actually franchises and are run by system integrators. This does not make them any less competent and I if they have lasted this long with Apple as specialists I would expect they are pretty good on skills. They just focus on corporate deals and volume and so the personal warranty business is a pain to them, but they do it as part of their contract with Apple.
I have had my MBP15 apart and upgraded it several times already. You can get the various specialist tools on eBay for little money. It is an Intel PC inside just like a Dell, just more shiny and better packaged. I fitted a 256Gb SSD and a memory upgrade. It is like a new machine, the SSD Apple offer is an old clunker and best avoided given the upgrade price they charge.
I would not be included to open up a MacBookAir, especially the new versions ! That would be handed straight back for them to break ! However I do admit to being a geek. Normal people should not try this as they need to remain normal and balance out us geeks.
I went on the second ever IBM PC training course run in the UK in 1983. Damn I must be old, there are even wooden Morgans younger than me...
PM me if you need anything. I like Geek things.
