Apple is often in the news for its customer service. A recent incident further demonstrates this. A user with a 2019 Intel-powered MacBook Pro was upgraded to the newest 14-inch M5 MacBook Pro for free. The user shared this surprising experience on Reddit.

A user criticized Apple despite receiving a free M5 MacBook Pro: “Planned Obsolescence”

A customer using the username “GeneralZilla” contacted Apple for battery service for their 2019 Intel-powered MacBook Pro. This would be the second battery service the device would receive. However, upon returning to the Apple store, the user was informed that they would not be eligible for battery replacement service. This situation naturally frustrated the customer, who regularly pays for monthly AppleCare+ service.

After persistent phone calls and escalation, an Apple employee offered to replace their current device with an “equivalent machine.” To everyone’s surprise, the “equivalent” to an older Intel-powered MacBook Pro was a new M5 MacBook Pro. The user had paid $9.99 per month for six years, totaling approximately $720 in AppleCare+. Considering the $1,599 price of the new M5 MacBook Pro, it’s clear the customer benefited significantly from this change.

The most striking aspect of the incident was the customer’s reaction. Despite receiving such a valuable new device for free, the user remained steadfast in his criticism of Apple. He criticized Apple’s “planned obsolescence” philosophy. In a statement on Reddit, he stated that his primary expectation was a free battery replacement under warranty, not a new computer.

“I’m grateful for this free upgrade, but I don’t understand why Apple offers a warranty on a device they have no plans to repair in the first place,” the user said. One of the customer’s main complaints was that he would no longer be able to access the Windows partition he uses daily for work. While Intel-powered Macs can run Windows (Boot Camp), the new M-series chips do not support this feature. The user stated that he was only expecting a battery replacement under warranty.

Other users on Reddit noted the incredible value users receive. Many commenters noted that no other tech company offers such a generous exchange program or monthly warranty subscriptions spanning several years. While most laptop manufacturers offer a two-year warranty at most for an additional fee, Apple’s move stands out in the industry.