New 12-Core Mac Pro Seriously Damaged

[halfclue]

I received a new 12-core Mac Pro with Radeon 5870 video card yesterday. I did not open it until today after 5:00.

Shocked would hardly describe how I felt when I saw the bottom two expansions panels smashed in. That is where the 5870 video card is installed. It looks like it is twisted at about a 15 degree angle, as if you grabbed the video card and pulled it hard towards the open side of the case.

No damage to the box, no damage to the styrofoam packing, but the video card is twisted.

What do I do? I am not going to keep this thing. Any suggestions? Of course, by the time I discovered this, there is no one available at Apple.

I ordered this shortly after they were announced. Now this. Very disappointed. Will Apple come through and make this right?

I will post the results, but I am very concerned.

Half

[guydude193]

Pics or it didn't happen. :D

[jjahshik32]

Call Apple and get it exchanged.

No need for this thread...

[sboerup]

this thread is worthless without pics . . .

Also, I'm sure if you call Apple they'll resolve it quickly.

[inaka]

this thread is worthless without pics . . .

Also, I'm sure if you call Apple they'll resolve it quickly.
Exactly.
Pics first, then thread.

[CaoCao]

pics or it didn't happen

[brentsg]

It's unlikely Apple will even consider helping you unless you post pics for us. :p

[donw35]

"No damage to the box, no damage to the styrofoam packing, but the video card is twisted."

meaning it happened before it was packed and shipped, I guess that is a possibility but wow.

posting pics would help everyone here to be more sensitive to your situation

[nobias]

This happened to my 2010 iMac. Smashed and dented, but perfect packaging.

[keithos27]

wow sorry to read this.

you have 14 days to return your new mac for any reason (that i'm aware of). you could call them and tell them you think the case is ugly and they'd have to refund your money. ;)

i HIGHLY doubt they wouldn't help you on the spot, but just in case, you always have the option of returning your order.

ps. jealous you got a 12 core!

[Giuly]

You don't have to destroy the packaging to do something like this. If you apply pressure on a large area of the package, it could damage the MacPro without damaging the Package or the styrofoam.
You know, like the martial arts stuff with breaking the bottom stone without damaging the ones on top.

[highdefw]

Go to your nearest Apple Store. They will hook you up with a new one in a heart beat.

[alphaod]

Sorry to hear that happen.

Call Apple up or take it to the Apple Store.

[halfclue]

Pic 1 - you can see the back of the video card caved in on the right side.
Pic 2 - the Radeon 5870 is stuck in at an angle
Pic 3 - inside view of the video card mounting area bent inward
Pic 4 - is the card mounted upside down?
Pic 5 - large view, you can see how it looks like the card was pulled out at an angle

Any comments helpful.

Apple gave me grief, but are cooperating now after getting manager.

It is disappointing to see this in a Mac product. A simple 15-second inspection would have caught this before it left the factory.

Half

[Bennieboy©]

the card is mounted the correct way up, it'll only go in one way ;)
it's hardly smashed in lol, have you tried removing the card and reseating it?, if that dont work, send it back to apple for a replacement ;)

[reel2reel]

Wow, that sucks.

Good pictures, though. I imagine if anyone at Apple saw those, they would stop giving you grief. How would that happen??? :confused:

[reel2reel]

the card is mounted the correct way up, it'll only go in one way ;)
it's hardly smashed in lol, have you tried removing the card and reseating it?, if that dont work, send it back to apple for a replacement ;)

It's bent, though, isn't it? Smashed/bent/whatever, I'd be pi$$ed.

[sboerup]

From the looks of the pics, the metal bar that locks the GPUs in might have been "bumped open" with a hard enough bump (or it was never locked in place which is more likely). Without this lock the shear weight of the card could have easily been unseated. Then, from being unseated during transit it kept on pulling on the "port" sheild and bent that a bit (pic3). I'd just reseat it, I doubt it's damaged . . . btu I'd be pretty pissed too :D

[Vylen]

the card is mounted the correct way up, it'll only go in one way ;)
it's hardly smashed in lol, have you tried removing the card and reseating it?, if that dont work, send it back to apple for a replacement ;)

He shouldn't even bother with that, the vent grill is clearly bent - like as if someone tried to pull it out at an incorrect angle.

[Eidorian]

I'd get the card replaced. You'd probably be able to reseat the card and bend the slot cover back into place but why live with that when you can get a perfect new card?

[Sin]

Even if reseating the card worked, I'd want the thing replaced. At the very least I'd want to make 100% sure Apple were aware of the extent of the problem.

I'm thinking that if any strain at all has been placed on the logic board, it's possible some tracks or solder points have been stressed and maybe now have hairline fractures. Even if it seems to work, there's no guarantee it won't fail later. Maybe if the OP upgrades the graphics card later, or even if the machine just gets moved during normal operation, that could cause a real failure.

It may not be likely, but it's a possibility, and on a new machine of that cost, I wouldn't take the chance.

[alphaod]

Well it looks like if the slot lot was in place this wouldn't have happened.

[SeniorGato1]

It's not uncommon that a damaged product off the assembly line gets put in the box. The factory worker at foxconn was probably like ""oh ****, if my manager sees this, I'll get written up and jump off the roof."

Apple will take care of you.

[brentsg]

It's not uncommon that a damaged product off the assembly line gets put in the box. The factory worker at foxconn was probably like ""oh ****, if my manager sees this, I'll get written up and jump off the roof."

Apple will take care of you.

Yeah it's too bad that Apple had to give him trouble about it. Hmm, who do you believe.. a customer that will drop down for a 12 core MP... or some guy at a sweatshop in China?

[apolloa]

I would be straight on the phone to Apple and demand a brand new free replacement, don't touch the one you have. If you've just spent thousands of dollars on a computer of which a lot of it is profit why the he'll should you accept it or 'just reseat' the card!!!!!!

[halfclue]

Thanks to those who helped shed some light on what may have happened and what to do.

I got through to a manager, and Apple is doing the right thing. Apparently, the voice-driven operator kept sending me to different customer service sections. Finally, I got to the right person, who was very helpful.

The old-new computer is on it's way back to Apple, and a new one is being expedited (and not from China). The manager said it was being built the U.S. and as soon as it is finished, it will be sent to me next-day air. She was very apologetic for some of the comments made by some of the people I spoke with (like suggesting that I broke it).

There was no way I was going to try to re-seat the card and then take my chances. Thanks sin, reel2reel, and others. Future problems would be all mine.

It is a 12-core with just one 2TB hard drive, 4x2gb ram, Radeon 5870 and the other standard stuff. I have two new enterprise-rated 2TB drives waiting, plus I will add an SSD as soon as they get to 1TB. Ram will also get boosted to 16gb. I also got two new LaCie 730 monitors. I do photography and video work, and I hope this machine will work well for several years to come.

I wonder if Photoshop and Final Cut will use the 12 cores? I will do a search on that.

Cheers,

Half

[advres]

My question is how did you have a new 12-core MP in your possession and not open it until the next day after work? :p

[Eidorian]

She was very apologetic for some of the comments made by some of the people I spoke with (like suggesting that I broke it).
That's never fun.

[advres]

I wonder if Photoshop and Final Cut will use the 12 cores?

short answer = no.

[dal20402]

It is a 12-core with just one 2TB hard drive, 4x2gb ram, Radeon 5870 and the other standard stuff. I have two new enterprise-rated 2TB drives waiting, plus I will add an SSD as soon as they get to 1TB. Ram will also get boosted to 16gb. I also got two new LaCie 730 monitors. I do photography and video work, and I hope this machine will work well for several years to come.

Enjoy your new machine, once you get one in the right condition.

I expect you will find that, if you push that machine to its limits, you will want more than 16 GB RAM. I'd suggest 24 GB -- that way, you can take advantage of the triple-channel memory architecture.

[reel2reel]

I wonder if Photoshop and Final Cut will use the 12 cores? I will do a search on that.

Glad they took care of you! I can't imagine them leaving you hanging (so to speak) with something like that.

Final Cut won't use your cores, but Compressor will. I'm not sure if it can use all 12, but I think it can. You need set up a virtual cluster:

http://www.devia.be/news/article/setting-up-a-virtual-cluster-to-speed-up-compressor/

[the editor]

forget all about the "try fixing it yourself" hey its a 5000$+ machine, "Demand" a complete new computer point blank. Thats what i would do...who knows what else is damaged...demand a complete new machine, not only the graphics card.

If they don't want to ship you a nwe machine than ask for a refund, wait a week and order a new one, that way they won't ship you the same junk trashed 5000$ computer.

edit* problem fixed, good on ya

[MacNewsFix]

Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.

[CaoCao]

Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.

$99 and up to three computers on it?

[halfclue]

My question is how did you have a new 12-core MP in your possession and not open it until the next day after work? :p

Quick answer = grandbaby

However, after all that waiting, the messed up video card was that much more distressing. Many inappropriate analogies could be made at this point.

Cheers.

[halfclue]

Glad they took care of you! I can't imagine them leaving you hanging (so to speak) with something like that.

Final Cut won't use your cores, but Compressor will. I'm not sure if it can use all 12, but I think it can. You need set up a virtual cluster:

http://www.devia.be/news/article/setting-up-a-virtual-cluster-to-speed-up-compressor/

Thanks reel2reel. Waiting on Compressor has always been one of my less-favorite ways to pass time.

[halfclue]

Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.

Great suggestion. I was unaware that such a group existed. We have an Apple store in King of Prussia (southeastern PA). I was just there Friday. A couple black shirts were milling about. I didn't know they were special.

We have a good independent dealer just a few miles away, but their good people have been leaving of late.

[Magaman]

Thanks reel2reel. Waiting on Compressor has always been one of my less-favorite ways to pass time.

I got the 6 core, coming from a MBP and compressor FLYS. Follow that set-up link, but your gonna want to try different number of instances. I found 6 works the best for me, shaved about 2 minutes off an encode from using 10 instances.

[cjt3007]

My question is how did you have a new 12-core MP in your possession and not open it until the next day after work? :p

Haha, I'm not waiting when I get mine! I will plan the whole day around it :)

[reel2reel]

I got the 6 core, coming from a MBP and compressor FLYS. Follow that set-up link, but your gonna want to try different number of instances. I found 6 works the best for me, shaved about 2 minutes off an encode from using 10 instances.

That's right, I should've mentioned that. It takes some experimenting to find your sweet spot. How much RAM you have will be a factor.

[halfclue]

Apple came through and new system arrived in fine condition. It shipped from Fort Worth, TX, rather than China.

Now, one LaCie 730 works great connected to the DVI port with full resolution of 2560x1600. However, it appears that after spending more than $5k for the Mac Pro, I now have to spend another $99 for a Dual-Link DVI adapter to get #2 LaCie 730 to function at anything better than 1280x800.

So, off to the Apple Store.

Cheers,

Half

[halfclue]

The solution for two 30" LaCie monitors at 2560x1600 is to purchase the Mini DisplayPort to Dual-Link DVI Adapter, part M8571Z/A.

Functions well, great color, resolution, speed, etc.

It's like having a windshield instead of a monitor.

[sochet]

Glad it got fixed!

It's also a good thing you didn't try and fix it yourself, if you did and failed they could turn around and say maybe you did it yourself.

Either way if they want to be through I'm sure you'll be able to see if the mac booted up or not through the SMC

As a rule of thumb I try to open every Mac pro I've had delivered (either as an employee in a studio or my own, to make sure everything is how it should be before booting) I've seen a mac pro (2008) delivered with only 1 ram stick before :eek:

[rajbonham]

The solution for two 30" LaCie monitors at 2560x1600 is to purchase the Mini DisplayPort to Dual-Link DVI Adapter, part M8571Z/A.

Functions well, great color, resolution, speed, etc.

It's like having a windshield instead of a monitor.

Or you could buy a Mini DisplayPort to Dual link DVI cable from MonoPrice and save yourself about $90...

[halfclue]

Well, I thought it was fixed. It booted up one time and worked fine. Now, it won't boot up and recognize the second monitor.

Clicking on 'Detect Monitors' in Preferences freezes the machine.

Any ideas?

Man, this is getting old...fast.

Cheers,

Mike