An Apple customer, Reddit user 'otto-mate', recently reported an extraordinary customer service experience where they received a brand new 16-inch M4 Max MacBook Pro as a replacement for their 2018 15-inch MacBook Pro. The incident began when the customer sought a battery replacement for their eight-year-old machine, which had displayed a 'battery service message'. After an initial quote from a third-party repair shop, the customer opted for Apple Store service, which quoted a lower price. Apple technicians were thorough in their assessment but after some time, informed the customer that the 2018 MacBook Pro had ceased functioning during the repair process, even after attempting two sets of new parts. Consequently, Apple offered a free replacement with a new model that had specifications comparable to the original. To the customer's surprise, this replacement turned out to be a high-end 16-inch M4 Max MacBook Pro, a significantly more powerful and newer machine. The customer was initially prepared to pay the battery service fee and an additional amount for a nano-texture display, but Apple ultimately charged them nothing for the new device. This event underscores a rare, albeit highly favorable, outcome for a customer facing a repair failure, demonstrating Apple's policy of sometimes providing substantial upgrades when an older device cannot be repaired. The M4 chip represents Apple's latest silicon technology, making the replacement particularly noteworthy. The story, originating from a Reddit post, has been corroborated by tech news outlets like Wccftech, highlighting a significant and unexpected benefit for the customer due to an unforeseen service issue.