Radeon X1900 XT Service Advisory (Recall?) From Apple

[DualShock]

http://support.apple.com/kb/ts3420

[bizzle]

That's not a recall.

[philipma1957]

well I don't know if it is a recall but you can bring in your card for free replacement up to Jan 31, 2011!

from apple site;

Resolution
If your Mac Pro experiences distorted video and has an ATI X1900 XT card in it, you will need to bring your computer's serial number and the graphics card itself into an Apple Authorized Service Provider or an Apple Retail Store location for verification and to exchange the affected graphics card for a new one. Affected graphics cards have "V6Z" in the last part of the card's serial number. See below for de

First, verify that your card has "V6Z" in the last part of the serial number. You will need to remove the graphics card to view the serial number.

http://km.support.apple.com/library/APPLE/APPLECARE_ALLGEOS/TS3420/TS3420-ati_graphics--001-mul.png

This program covers affected ATI X1900 XT video cards three years from the original date of purchase or until January 31, 2011, whichever provides longer coverage. Apple will continue to evaluate the repair data and will provide further repair extensions if needed.

This worldwide Apple program does not extend the standard warranty coverage of the Mac Pro.

They don't check anything but your card's serial number. So If I had the card in my mac I would be seeing distortion.

[300D]

well I don't know if it is a recall but you can bring in your card for free replacement up to Jan 31, 2011!

Thats not a recall, and bringing in your card simply for a replacement if its not faulty is just wrong.

[zorinlynx]

Okay, I'm now going to kick myself.

When my X1900XT failed out of warranty and I replaced it with a 3870, I threw out the 1900. :(

I wish I had known about this; I could have gotten the 1900 replaced and had a spare video card. Curse my trashing ways!!!!!

[EricTheRed71]

Excellent, I've still got mine & yes it did go wrong. :D

Does anyone know if they will replace it with another X1900 XT or a different card?

[chych]

My Mac Pro had this problem in '06, they sent me a new card and that was fine after a year, and produced distorted video once again. Had to get a second replacement, and that was a huge hassle because the Apple tech reps didn't acknowledge the issue. I searched around the internets and found an internal knowledge-base number, told them that, and instantly got a new card. I'm glad they are *finally* admitting to this issue publicly.

[djc6]

Okay, I'm now going to kick myself.

When my X1900XT failed out of warranty and I replaced it with a 3870, I threw out the 1900. :(

I wish I had known about this; I could have gotten the 1900 replaced and had a spare video card. Curse my trashing ways!!!!!

Apple KB Article says "If you believe you have paid for repair or replacement due to this issue, contact Apple regarding a refund." - give them your mac's serial and see what they say.

[pastrychef]

I have one of the affected X1900s. When it started exhibiting problems, I purchased another X1900 and replaced the defective one. I have since sold the Mac Pro that this video card originally came in, but, fortunately, I kept the defective X1900. I was waiting/hoping for something like this.

So, I called Apple last night and explained my situation. The gentleman whom I spoke to was extremely receptive and made an appointment for me at a local Apple Store. On Thursday, I will be bringing my defective X1900 there and will see what they can do for me. It should be interesting since I no longer have that Mac Pro...

Will report back with results...

[john.burn]

I'm currently on the phone to Customer Services who are processing a refund for the 4870 I bought last year. Not sure if they will also replace the 1900 as well, not that I need or want it, it still works until it gets too hot then will start to artefact all over the place - but the point is if you've bought another card to replace the faulty one they will refund the newer card purchase at the very least :D.

Regards,
John.

[kez]

so, they'd refund the 5770 i've jsut bought??

i'm not convinced but would be great if they did!

[alphaod]

Apple KB Article says "If you believe you have paid for repair or replacement due to this issue, contact Apple regarding a refund." - give them your mac's serial and see what they say.

Yeah, but the problem is not all the cards are affected, so you need the S/N on the card itself.

[PinkyMacGodess]

Ok, so it's not a 'recall' but it's better than a 'talk to the hand'.

Why it apparently took over four years is the hardest to believe...

Having first heard of this today, what was the holdup? Was it ATI or Apple?

Also, how different are the cards that Apple sells from those you can get from other outlets like Best Buy, etc? Is there a firmware or driver issue if I buy a card from Best Buy instead of Apple?

[Macarc]

Excellent, I've still got mine & yes it did go wrong. :D

Does anyone know if they will replace it with another X1900 XT or a different card?

My X1900 started acting up about a month ago. I was going to replace it with a 5770. But then I heard about this service notice. I called Apple care yesterday and explained my situation. They told me to bring my card in to my Apple store for a replacement. I asked if the store would have it in stock so I could pick it up the same day. They said they should (which surprised me).

I went to the store with my x1900 and talked to an Apple genius. She checked the serial number on my card and asked about what symptoms the card exhibited, but did not run any tests. Naturally they did not have any replacements in stock... She ordered one, and I should have it at the end of the week. I will be getting a NVIDIA 8800 GT. I guess that is a minor upgrade.

What she told me was that they replace the X1900 with the 8800 for those who run Leopard. Those who still run Tiger will just get another X1900.

I'm really happy I saw this notice. That saved me $250 :)

[RichardCareaga]

I freaked out when I first saw the distortion; it looked like someone had put a screen over the monitor. It went away overnight but came back the next afternoon. Time passes, no problem, then it starts again much later.

Difference, room temperature. If the inside of your Mac pro gets above about 27C, you will start seeing the distortion because the on-board cooling is inadequate. My solution has been put point a small desk fan across the exhaust area, but that's obviously noisy. I was researching a replacement when I ran across this post.

For you conspiracy buffs, I actually had put in an order in for the ATI RADEON HD 4870 512MB-ZML part no. in early September, which was expected to ship at the end of September. When I checked, the order had been cancelled on September 22, about the time the advisory came out. When I called about the order, I was told that the order was cancelled because the part had been on back order too long.

[Bob Kiwi]

I wonder if my x1900 will have the right serial- no issues graphically for the 3 years I've had it in my Mac Pro 2,1

The Nvidia 8800 is a better card than the x1900, I'd have to imagine? I'd do the swap even if I didn't have the issues but could fit the serial, if only to get FFXIV to work until the 5870s finally ship...

[pastrychef]

Well, I just got back from the Apple Store. The Genius I with whom I was dealing with was very nice. He looked over the notes on my case number and went to look to see if they had any 8800GTs available. Unfortunately, they did not, so I'll have to make another trip when it shows up.

I don't know what I'm going to do with the 8800GT... I don't even have my '06 Mac Pro anymore and I have an nVidia GTX 285 in my '08 Mac Pro. I guess I'll try my luck selling it on ebay to try and recoup some some cash...

[bobbydaz]

Does anyone know if this offer extends to UK customers? I have a X1900 xt with the serial no. mentioned so should qualify.

[DualShock]

Does anyone know if this offer extends to UK customers? I have a X1900 xt with the serial no. mentioned so should qualify.

The Apple support article says:

This worldwide Apple program...

at the bottom.

So my guess is yes.

[Cindori]

Thats not a recall, and bringing in your card simply for a replacement if its not faulty is just wrong.

no, because if "Apple has determined that ATI X1900 XT cards sold between approximately August 2006 and January 2008 may experience distorted video" then they are basically saying a bad batch was shipped during that time, and that would mean that even if your card is working great, it's highly more likely to fail. everyone with the correct serial number should go for the replacement.

[bobbydaz]

so what are the actual replacement options for the X1900? I've tried searching the net but can't find any currently available graphics cards that are compatible with the 2006 MP.

[pastrychef]

so what are the actual replacement options for the X1900? I've tried searching the net but can't find any currently available graphics cards that are compatible with the 2006 MP.

Apple replaced my X1900 with an nVidia 8800GT.

[bobbydaz]

Just spoke to Apple UK tech support and I should be able to go into an Apple Store and get a replacement, either a 8800GT or working X1900XT. Next I have to make a call to Regent St to see what's in stock.

[robby818]

I went into the Pasadena Apple store with my x1900 and the genius ordered a replacement video card (8800GT) which should arrive in 3-5 days. At first, the floor person and the genius seemed perturbed that I removed the card and also did not bring in the Mac Pro. I showed him the instructions, which thankfully I printed. He said he would make an exception this time and make a genius appt for me, not sure what the exception is as I followed the instructions as written by Apple, but I let that comment go. I also had to explain to the genius that the serial number is on the underside of the card and thus I would have to remove the card anyways to check to see if my card was covered by the "recall". The genius gave me anti-static bag for my x1900 which I am holding on to until the 8800gt arrives.

I had green sparkles on my Dell 30" going back to 2006 when I got my Mac Pro. Apple had me hook the Mac Pro to an Apple cinema display, which of course did not exhibit the sparkles so I was convinced that it was a problem with the monitor and not the video card so I exchanged the 30" 4-5 times and bought new dual link DVI cables to fix the problems. I still see some sparkles, usually when the card is under load. I gave up and lived with the sparkles as they were intermittent. I can't believe Apple is just now getting around to replacing these cards. Four years later, really?

[pastrychef]

I just brought my X1900, too. I was NOT about to lug my Mac Pro to the Apple Store even if I still had it. That's ridiculous.

[robby818]

I just brought my X1900, too. I was NOT about to lug my Mac Pro to the Apple Store even if I still had it. That's ridiculous.

I thought so too. The genius told me he wanted to test the system to make sure the video card was removed and installed properly, but I think any average user could remove the card easily. You don't even need a screwdriver. Just remember to push on the release clip at the end of the card slot before you try pulling the card. I work near the Pasadena store and I have had a couple of experiences there where the store employees were a little confused (to put it politely). I live near the Glendale store and have never had problems there.

I picked up my replacement nvidia 8800GT today. No phone call, but I dropped by just in case it came in this morning and it had. Two days is pretty good turn around time. I got a receipt which says the 8800GT costs ~$520.00 :D Only time will tell if the sparkles are gone now. Four years later, thanks Apple.

[Gman257]

I took mine in on Thursday, just the card itself & the lady put an order for replacement no problem. She only asked for the serial number off the mac pro & also if I was experiencing problems with the card which I told her I had to switch out for another card my friend lent me. 2-5 days for the order...

[distronic]

Apart from the "we usually like to take them out ourselves because customers can do damage to the cards" (paraphrased), I took three (3) cards in and was able to get all three exchanged with 8800GTs. About to do a few more since my company had these and pretty much all of the V6Z serial cards are bad. We had to go back to the original cards (7300GT).

BTW, I also tested all the cards and was able to get all of them to graphically corrupt in one way or another, and I brought a list of symptoms in with me. I'm sure if they wanted to test the cards they could do so right then and there, but having to bring in even just 1 Mac Pro to an Apple store is some serious work!

[pastrychef]

I thought so too. The genius told me he wanted to test the system to make sure the video card was removed and installed properly, but I think any average user could remove the card easily. You don't even need a screwdriver. Just remember to push on the release clip at the end of the card slot before you try pulling the card. I work near the Pasadena store and I have had a couple of experiences there where the store employees were a little confused (to put it politely). I live near the Glendale store and have never had problems there.

I picked up my replacement nvidia 8800GT today. No phone call, but I dropped by just in case it came in this morning and it had. Two days is pretty good turn around time. I got a receipt which says the 8800GT costs ~$520.00 :D Only time will tell if the sparkles are gone now. Four years later, thanks Apple.

I would've exploded with all the profanity I have in my vocabulary if a genius tried to force me to bring in the whole Mac Pro.

[beaker7]

I was just told at an Apple store that I had to bring in my entire mac pro for 'testing and validation' and that any location not requiring this is not following the protocol.

Off to the 3rd part service place I go...card in hand.

[goMac]

I was just told at an Apple store that I had to bring in my entire mac pro for 'testing and validation' and that any location not requiring this is not following the protocol.

Off to the 3rd part service place I go...card in hand.

Yep, sadly this is normal protocol. The reason I was given last time I was in was that the testing bench didn't have a Mac Pro to test on.