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THX1139
Dec 8, 2006, 04:15 AM
I woke-up my MacPro to get some work done. The screen came on for about 30 seconds and then went black. My first thought was that it had somehow slipped back into sleep mode... I sometimes have a hard time waking up too. I clicked the mouse, the esc key...nothing. click, click... This led me to thinking it would be a good time to restart. I held down the power button and forced it to restart. When it came back on, after the chime, the ATI x1900 card revved up like it always does... only this time it stayed that way. I had an urge to grab the computer to keep it from flying out of the room! Still no signal going to the ACD 23...

(I'll skip to a new paragraph for those of you who can't deal with large blocks of text.)

Next, I tried zapping the P Ram... same thing. I was rewarded with a black screen and jet engine sounds coming from the computer.

Checked the ram... nope.
Took out the card (pain in the A$$) and put it back in. Same thing...
Tried booting off a CD. Nothing but whooooooshing sounds and black death.

I hear the drive writing as the OS loads (I just can't see it actually load) so I think maybe it's just the card. Is there a damn reset button?!

Time to call Apple.

Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

So, as I'm telling him what the problem is... I can tell he is looking for the answer in some secret manual that the tech support uses to solve problems. I'm wondering if he knows anything about using a Mac... Every time he starts to tell me what to try, I cut him off saying that I've already done that, can we just skip forward to the part where you send me a new computer? We go though the list... I can almost hear the pages turning as he searches for the answer. Finally, he says "I'll be right back... I need to ask someone." A few minutes later he comes back on and tries to sell me Apple Care because something is wrong with my computer. I tell him that I KNOW something is wrong... hence the phone call, but that I bought the computer less than 90 days ago... isn't it already covered by warranty? He replies, (sorry, I can't type Indian accent) "Yeah, but if you have Apple Care, you won't have to deliver the computer to the Apple Store, we'd come pick it up." I ask him what I would have to do if I lived in the middle of nowhere? Would I have to drive the computer in to get it fixed? What would I have to do if I lived in the Australian outback? Would Apple care cover that? He didn't have an answer nor get the irony.

The end to this long story is, I have to take it to the Apple "Genius" bar so they can look it over and tell me that it's broken so that it can be sent in for repairs. This sucks. I wonder how long the turn around will be?

By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.



netdog
Dec 8, 2006, 04:19 AM
It's not his fault. He is just following policy procedures.

THX1139
Dec 8, 2006, 04:34 AM
It's not his fault. He is just following policy procedures.

Okay, whatever. I wasn't blaming him. I was just relating my experiences... sheesh. I just thought it was kind of "tacky" that he was more interesting in selling me Applecare than to sympathize with me that my $4000++ investment is currently a paper weight. Not to mention the hassle of downtime and dealing with hauling my computer (and ACD) to the local mall for repair service.

Can't I get some love here?

phuong
Dec 8, 2006, 05:09 AM
Every time he starts to tell me what to try, I cut him off saying that I've already done that, can we just skip forward to the part where you send me a new computer?

it was you who was really really rude at first. they were just doing their job and following procedures.
i would fire him if he "skip forward to the part where [he] send [you] a new computer" without knowing what or where the problem was.

you think your 4000+ investment is big. well that might be true. but it certainly doesn't mean you can be so rude.

amacgenius
Dec 8, 2006, 05:23 AM
I know how you feel, but as mentioned already the "tech" was just doing his job and for that you can't be mad.

Sesshi
Dec 8, 2006, 05:44 AM
He's got a list of stuff he has to go through before he can authorise it.

I'm not saying it's you specifically, but it seems always to be the IT know-it-alls who behave like this and blame the inadequacies of support on the company when they're not actually going through the support process properly. I like to think I know my stuff but I always do exactly what the support person says to do, even if I've tried it before. I then get (even from Apple) the support I need in the circumstances (Although Apple's turnaround time leaves much to be desired). Just how indoctrinated are Apple users that they think the support will sympathise and get all mollycoddly because your machine failed?

And buying a high-end workstation without aftercare support? That's pretty surprising. Personally, I know anything Apple makes recently will go wrong - the thermal management's a little borderline on the Pro in any case once I start populating it with a decent array of stuff inside for example compared to a decent 5000X workstation - so I elected for Applecare from the start. I'd recommend the same.

Music_Producer
Dec 8, 2006, 06:18 AM
I do sympathize with the OP.. and honestly (for all those defending Applecare) .. it's his money. Let him decide whether he wants to spend $300 or whatever on Applecare or on hard drives. He has a 90 day warranty and he's obviously entitled to good support.. he's just a little pissed off because the tech guy was doing his job like a drone, instead of being a little more interactive.

If a tech support guy tried to sell me Applecare instead of discussing my problem, I'd be bloody pissed off. Oh, btw.. I'm Indian (without the accent) but I personally hate it when I get routed to a call center in India (I'll never purchase from Ritz Camera *ugh*) If only they could speak with a normal Indian accent instead of trying to take on an American accent with American names.. its funny. Or maybe I can understand them better with an indian accent since I am from there. :p

To the OP.. you'll obviously have to send your mac pro in for servicing, must be a pain to haul it to the Apple store though. Hope it gets fixed soon :)

jaw04005
Dec 8, 2006, 07:06 AM
I feel your frustration also. At some point, you get tired of telling the level 1 tech that you've reset the PRAM, archived and installed Mac OS X, run disk utility, unplugged the computer and let it sit for 3 minutes to reset the power supply, etc.

I get tired of the AppleCare up-sell also. I just purchased a new MacBook this month, and it was DOA out of the box. I called to have it replaced and had to listen to a 10 minute spill on AppleCare.

Now, I purchase AppleCare, generally, but I choose to purchase it off eBay or from a vendor that is cheaper than what Apple sells it for. I tried to explain that to the tech, but he/she said that's not possible, that I must purchase it directly from Apple. Obviously, that's not true. :rolleyes:

Not to mention, when I call about my iPod shuffle ... the last thing I want to do is spend $59 on AppleCare for an iPod shuffle. The shuffle only costs $79 to begin with. :rolleyes:

I get tired of telling Apple what county I live in, whether or not I live within the city limits and that I'm nowhere near an Apple Store or AASP. And god forbid you don't have your case or dispatch number, you can expect to wait forever.

Customer service in general is lacking in the industry. Apple is sort of a step above the rest, but they still suffer the same problems that plague other hardware manufacturers. However, the key is to keep your cool and remain cordial. The tech can't read your mind, and it's important to communicate clearly.

Sesshi
Dec 8, 2006, 07:37 AM
Apple is sort of a step above the rest, but they still suffer the same problems that plague other hardware manufacturers.

Not for this class of machine. I've felt more than a little exasperation while talking to support while going through all the steps - and were it to break, I would have to wait for it to be picked up. My Pro arrived BOA - I'm not holding that against Apple, shippers can be horrendous these days - and it took quite a long time to get it replaced (let alone impressing on them the requirement for a replacement, not a repair and return) but so far it's not revealed any further issues, touch wood.

Dell & HP provide next-day onsite support inclusive in the business support service, with same-day an option. I have 4-hour onsite on a couple of the Precision 690s (directly comparable to the Pro, as with some of the xw series from HP) and on the occasions that I have needed it, they have delivered that level of service - all for less than a Pro (admittedly including my corporate discount).

rob5
Dec 8, 2006, 07:55 AM
I have a one month old MP and ordered 4x1GB ram with it from Apple. One stick died already after a month.

I'm sure I'll have the same experience as you.. I'll have to drag this whole thing 45 minutes away to have someone tell me the stick is "bad".

dusanv
Dec 8, 2006, 10:11 AM
Apple's support could be better. They say you have a year of warranty but won't talk to you after 90 days. What's that all about? They are really slow even if you buy the extended warranty. They had my PowerBook for three weeks one time. One the other hand, they handled all repairs they did for me properly.

Compare that to Dell. I got a 30'' Dell monitor (they tossed in 3 year warranty for free). After I while I realized I can't stand the backlight bleed in one of the corners so I called and they sent another one next day. No questions asked. That's good service.

P.S. I betcha it the x1900XT again. Let us know what the problem was when you get it back. Do you have one of the first batch of x1900s?

danny_w
Dec 8, 2006, 10:33 AM
Luckily I've never had to use Apple service but once (and they made me take it to the store when they shouldn't have according to the 'Genius'), but the horror stories about bad Apple service are rampant. I've always had immediate service from Dell (the one area in which they seem to excel), so why can't Apple be as good? If the MP had been a Dell server you would have had a new one on your doorstep the next day, or at least a tech at your house to fix the problem.

Supa_Fly
Dec 8, 2006, 12:44 PM
... Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

....He replies, (sorry, I can't type Indian accent) "Yeah, but if you have Apple Care, you won't have to deliver the computer to the Apple Store, we'd come pick it up."

... The end to this long story is, I have to take it to the Apple "Genius" bar so they can look it over and tell me that it's broken so that it can be sent in for repairs. This sucks. I wonder how long the turn around will be?

By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.

Sorry about your fustration here. but even if some of your "best" friends are Indian ... how do you "KNOW" or take the right to ass.u.me that the person on the phone is Indian? Wwhich indian are you refering to? East Indians, West Indians such as myself - heritage is Jamiaca & Cuba; or what about Pakistanian, or Sri Lankin, or anywhere else in the world? I'm not great at forming sentences but I dont make the assumption all will understand what I type so I hope that you will. Just dont type the person on the phone was "Indian" its just too generic and breeds bigotry regardless of your friends being Indian > I'm sure sitting with their family at the dinner table stating that would have some silent thoughts in their parents heads, even though they may like you very much.

Regardless, your fustration for a brand new computer is well founded! However dont be fustrated at the tech rep for doing his job to ask you standard questions. Why would you deduce that by answering all of his questions you would be sent a new machine??? Would it have saved you time to take the computer to the Apple Store and have a Genius take a look at it?

Just a heads up; I too do tech support, and if I get the job at Apple Canada next month I hope I dont sound like a complete newb > I'm pretty good with PC, A/S 400 (MF), but I'm a newb at a Mac. That rep you spoke to may be in a similar vote and may learn VERY quickly so dont be so sure - this is to anyone - to write death warrant to the person doing tech support when your fustrated at the performance of your machine.

PS. why would the video card be the only possible thing at fault? Cable? setting in the OS for video? Have you memorize how to login "blind" on the OS to confirm the loading of your desktop? I ask these questions because I must do this ANYTIME I do a full whipe of my HDD on my DELL Optiplex GX260 (yes this old dog still survives with WinXP SP2); because the WinXP SP2 drivers just dont work well with my imbedded video card - hence the reason for the DELL software CD. I've even remembered how to install the new driver from login to applying within the 15second timeout before default switches back.

THX1139
Dec 8, 2006, 08:29 PM
I feel your frustration also. At some point, you get tired of telling the level 1 tech that you've reset the PRAM, archived and installed Mac OS X, run disk utility, unplugged the computer and let it sit for 3 minutes to reset the power supply, etc.

I get tired of the AppleCare up-sell also. I just purchased a new MacBook this month, and it was DOA out of the box. I called to have it replaced and had to listen to a 10 minute spill on AppleCare.

Cool... someone gets the gist of my post. I didn't mean to come off that I was somehow morally superior... I just tried to tell a story about my experience thinking that some of you might be able to relate. I tried to be humorous but some of the people (who replied to my post) didn't get my banter or the general meaning of what I was saying. I am somewhat relieved to see that a few of you got it.

I don't know about you... but I HATE being on technical support. There is a feeling of frustration having an expensive machine that stops working, as well as having to go through the hassle of jumping though hoops to return it. Even so, I often usually try to make the best of the situation by having conversation with whomever I'm talking to. This time I got an individual who had such a strong east Indian accent that I had to have him repeat himself several time. I really wasn't in the mood to deal with someone, who I could barely understand, tell me how to restart my computer. Or tell me to check my ram or tell me to boot off my CD even though I wasn't getting a video signal. Maybe I'm guilty of knowing too much and not having the patience to be walked though the basics. Would it have been more polite to sit there and listen to him go through the routine? Probably, but I wanted to cut to the chase and tell him what I've done to resolve the problem and then have him make a recommendation. Instead I got a sales pitch for Applecare! Phooey!

As for some of you who where bothered about my attitude about Indian people, that I didn't have the right label him. Well, I didn't once insult his race/nationality, I was more making fun of the fact that I was routed to a call center outside of the US and being pitched Applecare by someone I couldn't understand. It has nothing to do with my attitude about any nationality... it was more about poking fun at having to dealing with a stero-typical call center out of my home country. If you can't see the irony or want to read into that I'm some kind of bad person, then you have no sense of irony, or you have never been put on hold while trying to get technical support.

I'm almost sorry I shared my experience.

THX1139
Dec 8, 2006, 08:46 PM
P.S. I betcha it the x1900XT again. Let us know what the problem was when you get it back. Do you have one of the first batch of x1900s?

I'm 99.99% sure it's the x1900. I thought that... or the motherboard. Now I'm sure it's the card because I can boot the MacPro and log into it from another computer on the network. The machine boots fine, it just doesn't give out a video signal and the fan sounds like a hair dryer. Even tried with another monitor to confirm it wasn't the ACD. That is actually good news because the repair might be as easy as swapping out the card. I hate the thought of having it be out for any length of time.

Not sure if the card is an early version or not because I got my machine a little over a couple months ago. Did they do a recent revision? Maybe I'll get a new one?

slughead
Dec 8, 2006, 11:33 PM
MAKE SURE THE BACK POWER CABLE IS PLUGGED INTO THE X1900!

Without power going to the card through the back cable, the card will not show video and the fans will run at full speed!

I know this because I've seen it.

It doesn't hurt the card or anything, the card just stops working without the 6-pin PCIe power cable and sounds like a leaf blower.

Neonguy
Dec 9, 2006, 12:48 AM
All Tech Support are like this. They have a procedure and guideline to follow. Some are more knowledge then other, while some are not. Even if you know more then the Tech support doesn't give you the right to cut him off and just give you a new machine. While I hear your paint it plain sucks when you are connected all the way through India and have a hard time understanding them but you should be more understandable. Instead of cutting him off, tell him what is wrong with your machine and what you have already try to cut off any necessary time wasted for a fixed. Even, if he tell you something you already have done. Simply wait until he finish his sentence, and just tell him you have already done that.

I have a similar with my Mac Pro. I call Tech Support, I wasn't connected to India but someone in the US. I tell him what's wrong and seam like he have to put me on hold and look it up. Then, he tell to do some step which I have already done, but I alway listen and let him finish and just said I already done that. So it go on and on until he finally stated it's a defect, I could eithor ship it back or go to Apple Store to have the Genius look further into it. So in the end, it going to work out. He did offer me Apple Care but I didn't freak out, I just laugh and say it depend on how long the machine can run. Reason they offer you Apple Care because they treat people with Apple Care a lot nicer.

techster85
Dec 9, 2006, 01:19 AM
My personal favorite is when I have to explain to a support person that though I do live in Texas...Lubbock is 6 hours away from the nearest Apple Retailer, making a trip to the genious bar a little more than I care to try...

THX1139
Dec 9, 2006, 03:03 AM
Instead of cutting him off, tell him what is wrong with your machine and what you have already try to cut off any necessary time wasted for a fixed. Even, if he tell you something you already have done. Simply wait until he finish his sentence, and just tell him you have already done that.


Gee, another person who missed the point of the post.

Okay, I'm going to take a moment to defend myself. You took my "cut him off" as that I actually interrupted him mid-sentence. Geez, I may be abrupt when I'm in a hurry to get something done... but I'm not that rude. What I meant by "cut him off" was to tell him what I did before he got the chance to tell me so that I wouldn't have to go through the whole process again. He would start to tell me that I needed to restart my computer, then hold down the command, option P R keys... of which I would promptly say that I did that. Twice. And I also did yada yada... Call me arrogant but I wasn't rude. And besides, it was a guy on tech support for crying-out-loud! What's wrong with cutting to the chase? Maybe HE was glad to have someone who knew what was going on, instead of dealing just another newbie that's calling to find out how to delete files. I my situation, I had a strong idea of what was wrong with my computer... I just needed to confirm what my options where.

Anyway, I was kinda sorta hoping that I wouldn't need to make a trip to the Apple store (it's at the friggin mall!). I really wanted them to issue an RMA and have it picked up by UPS, but I learned that was not an option unless I was willing to pay extra.

Some of you are just too sensitive.

THX1139
Dec 9, 2006, 03:15 AM
MAKE SURE THE BACK POWER CABLE IS PLUGGED INTO THE X1900!
Without power going to the card through the back cable, the card will not show video and the fans will run at full speed!



Good advice if you're installing the card. But how would the power cable become unplugged during sleep cycle while sitting under the desk? Oh, maybe the vibration from the harmonic resonance caused the cable to become loose? I'll go check...

Nope. Just as I suspected.

No soup for you... NEXT!

THX1139
Dec 9, 2006, 03:19 AM
Even if you know more then the Tech support doesn't give you the right to cut him off and just give you a new machine.

Well, why not? Is that your rule? If we get to make up rules, then here's mine. I make the rule that we should get new machines if we are not happy with the old ones if they are under warranty. So there.. nya nya..

Actually, I really don't want a new machine... just one that works without have to go through a bunch of hassle. Is that being too unreasonable? :confused:

Neonguy
Dec 9, 2006, 05:21 AM
Well, why not? Is that your rule? If we get to make up rules, then here's mine. I make the rule that we should get new machines if we are not happy with the old ones if they are under warranty. So there.. nya nya..

Actually, I really don't want a new machine... just one that works without have to go through a bunch of hassle. Is that being too unreasonable? :confused:

Okay, guess I misunderstood you. I thought you cut him off in the middle of the sentence. And no, it's not my rule or anyone. It's just call good manner and practice and professional ways of handling things, so if you are nice to them they will be nice to you. However, I know what you met. I have a few visit with the Apple Genius who open my Mac Pro and say "Hmm...this is a Mac Pro huh?" I can get a replacement faster and act more superior then them, but they wouldn't welcome me next time and mark for being a jerk. I would get a new replacement now, but what about next time?

So did you bring it to the Apple Store? I hate carrying that giant Mac pro around. Maybe you can tell them it's the graphic card and they can switch out and try the default NVidia 7300GT. Hope it's not something else, because you are going to be 3 or more weeks without a Computer. Very possible the ATI is failing, a lot of user on here have their ATI failing.

Supa_Fly
Dec 9, 2006, 07:44 AM
As for some of you who where bothered about my attitude about Indian people, that I didn't have the right label him. Well, I didn't once insult his race/nationality, I was more making fun of the fact that I was routed to a call center outside of the US and being pitched Applecare by someone I couldn't understand. It has nothing to do with my attitude about any nationality... it was more about poking fun at having to dealing with a stero-typical call center out of my home country. If you can't see the irony or want to read into that I'm some kind of bad person, then you have no sense of irony, or you have never been put on hold while trying to get technical support.

I'm almost sorry I shared my experience.

Dude we understand that you're pissed! I would be too and I'm worried that karma may have the same thing happen to me when I purchase my Mac Pro/MBP next month. However you're STILL making the assumptions you did before. How do you "know" you got a call center in India? Sure its most likely OUT of you're country, but it could be here in Canada. We're VERY multicultural based representative of a wide variety of citizens. It seems the representative DID speak english because after repeating himself several times you did understand him, its just his accent being very strong. It makes no difference if he's Indian (I dont see the point of stating that) the point is you're fustrated because you now are faced with the problem of understanding someone so that you're SURE that THEY understand you.

Mostly you should be concerned that with all these calls if the 90days mark passes that its not just a closed situation ... and that these calls will warrant you to hold Apple to a resolution as you began tech support calls & TS before the ending 90th day.

Dude I pray you have a car to drive your MP to the Apple Store & back because on Transit its a pain. So how goes the prognosis?!

slughead
Dec 9, 2006, 09:33 AM
Good advice if you're installing the card. But how would the power cable become unplugged during sleep cycle while sitting under the desk? Oh, maybe the vibration from the harmonic resonance caused the cable to become loose? I'll go check...

Nope. Just as I suspected.

No soup for you... NEXT!

I'm saying it could be a power issue with the card. No need to get snippy.

Now that you've verified that it probably isn't, you should know that the X1900's Apple has been using are prone to failure--lots of people have been complaining about the card being defective.

Good luck, guy!

dusanv
Dec 9, 2006, 12:39 PM
Not sure if the card is an early version or not because I got my machine a little over a couple months ago. Did they do a recent revision? Maybe I'll get a new one?
There have been a few reports here card failures that shipped in September. I could be wrong. I got mine two weeks ago (crossed fingers).

THX1139
Dec 9, 2006, 04:03 PM
To everyone who posted, thanks for your support! I'm leaving in 15 minutes for my appointment at the Apple genius bar. I have to arrive early to drop off my machine at the loading dock behind the mall. Apple is going to send someone down with a hand truck so I don't have to lug it though the mall. Since I don't know how it's going to be handled once it's out of my hands, I went ahead and packed everything back into the original boxes. Now I have to figure out how to stuff the MacPro and ACD boxes into my car. Maybe tie them to the roof of my car? JK

I'm crossing my fingers that they will swap the card out and I can take the machine back home with me. I hate the idea of it being sent away for a few weeks, especially if it turns out to be a simple fix. I have some down time after next week and was hoping to work on a side video project over the holidays!

I'll post to let you know what happened. And yes, I'll try to be nice to the Apple genius guy! :D

Neonguy
Dec 9, 2006, 05:12 PM
Wow that's nice of them to send someone with a hand truck. Last time I went there, I have to carry that heavy thing around and everyone is staring at me strangely like they never seen a Computer that big.

dusanv
Dec 9, 2006, 05:32 PM
Last time I went there, I have to carry that heavy thing around and everyone is staring at me strangely like they never seen a Computer that big.
ROFL!

THX1139
Dec 10, 2006, 12:08 AM
I'm saying it could be a power issue with the card. No need to get snippy.


Uh, sorry... guess you're not a fan of Seinfeld (http://en.wikipedia.org/wiki/Soup_Nazi). Thanks for the suggestion anyway. And no, it wasn't a power issue. It was a no video signal issue.

THX1139
Dec 10, 2006, 12:22 AM
FYI for those who care. I had a fun time at Apple. Got a pretty no-nonsense genius that diagnosed the problem right away. It was a (drum roll please)... defective video card! Wow, who knew??!!

The good news is that they will be able to fix the computer in the store as opposed to shipping it out. They just need to order the card. He checked and said they appeared to be in stock, so it should only be a few days to a week. He said he had to replace the X1900 on another MacPro awhile ago and it took 3 weeks to get the replacement card! I should feel lucky that more are available now. So anyway, they kept the computer and sent me on my way, dragging the empty MacPro box through the mall. I get in my car after fighting my way through all of the mall Christmas shoppers and head for home. I'm about halfway home when the "check engine" warning light comes on in my car. This has not been a good week.

twoodcc
Dec 10, 2006, 12:31 AM
FYI for those who care. I had a fun time at Apple. Got a pretty no-nonsense genius that diagnosed the problem right away. It was a (drum roll please)... defective video card! Wow, who knew??!!

The good news is that they will be able to fix the computer in the store as opposed to shipping it out. They just need to order the card. He checked and said they appeared to be in stock, so it should only be a few days to a week. He said he had to replace the X1900 on another MacPro awhile ago and it took 3 weeks to get the replacement card! I should feel lucky that more are available now. So anyway, they kept the computer and sent me on my way, dragging the empty MacPro box through the mall. I get in my car after fighting my way through all of the mall Christmas shoppers and head for home. I'm about halfway home when the "check engine" warning light comes on in my car. This has not been a good week.

well i hope that they get it fixed in a timely manner for you. good luck with the car....

Fredou51
Dec 10, 2006, 02:32 PM
There have been a few reports here card failures that shipped in September. I could be wrong. I got mine two weeks ago (crossed fingers).

I hope it's not a widespread issue with all the first batch card. My Mac Pro shipped about a week after the first MP with x1900 started shipping. I'll keep my finger crossed for now.

Frederic

x86isslow
Dec 10, 2006, 02:58 PM
I'm sorry about your computer problems.


By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.

The fact that you needed a disclaimer should have clued you in that your little rant about the phone support guy was not kosher.

briantology
Dec 10, 2006, 04:00 PM
Man, that's too bad for your trouble. I guess I'd have to say I'm pretty happy with my selection to get a stock 2.66 MP, cause from what I've heard, the Bluetooth and X1900 have had issues. Good luck though.

dusanv
Dec 10, 2006, 04:33 PM
so it should only be a few days to a week.
All's well that ends well. Sorry about the car...

This is my x1900 from the System Profiler (shipped Nov 28, 2006 if I remember correctly):
Chipset Model: ATY,RadeonX1900
Type: Display
Bus: PCIe
Slot: Slot-1
VRAM (Total): 512 MB
Vendor: ATI (0x1002)
Device ID: 0x7249
Revision ID: 0x0000
ROM Revision: 113-A52027-140
EFI Driver Version: 01.00.140
Displays:

Guys that got theirs theirs September, what do you see here?

THX1139
Dec 10, 2006, 05:17 PM
I'm sorry about your computer problems.
The fact that you needed a disclaimer should have clued you in that your little rant about the phone support guy was not kosher.

:eek: :eek: :eek:

Should we all crawl back into our caves to avoid the risk of offending anyone? I put the disclaimer on there because I just knew some anal person couldn't/wouldn't understand my post. It's like putting a warning sticker on a hairdryer that tells people to not use the hair dyer while taking a bath. Kind of obvious but necessary for some people. :rolleyes:

By the way, thank for you compassion about my computer problem!

THX1139
Dec 10, 2006, 05:26 PM
Man, that's too bad for your trouble. I guess I'd have to say I'm pretty happy with my selection to get a stock 2.66 MP, cause from what I've heard, the Bluetooth and X1900 have had issues. Good luck though.

My bluetooth has been pretty good so far (knocks on wood). I was really tempted to tell them to swap out my x1900 for a stock video card. But I have the need for speed!

As a side note, I had been thinking of adding the Accelero X2 cooling solution. I'm glad I decided to wait or I might not have been able to return the card and voided the warranty. I'm sure Apple would have blamed the cooler for the cards failure. Still, I'll probably put one on later towards the end of warranty.

twoodcc
Dec 10, 2006, 05:35 PM
Man, that's too bad for your trouble. I guess I'd have to say I'm pretty happy with my selection to get a stock 2.66 MP, cause from what I've heard, the Bluetooth and X1900 have had issues. Good luck though.

i haven't had any problems with my X1900 and bluetooth/wireless

Neonguy
Dec 11, 2006, 12:05 AM
Wow another ATI X1900 XT Card failure from another Mac user. Luckily mine seam to be running fine, but I did add the Accelero X2 cooler on it. Maybe, that's why it's not failing? This is very bad on Apple part.

Fredou51
Dec 12, 2006, 03:31 PM
All's well that ends well. Sorry about the car...

This is my x1900 from the System Profiler (shipped Nov 28, 2006 if I remember correctly):
Chipset Model: ATY,RadeonX1900
Type: Display
Bus: PCIe
Slot: Slot-1
VRAM (Total): 512 MB
Vendor: ATI (0x1002)
Device ID: 0x7249
Revision ID: 0x0000
ROM Revision: 113-A52027-140
EFI Driver Version: 01.00.140
Displays:

Guys that got theirs theirs September, what do you see here?

Mine shipped September 9th and I have the exact same thing in System Profiler!

Frederic

MacBass
Apr 9, 2007, 11:47 AM
I've always been a fan of AppleCare, and rightfully so, I have no idea where the nearest Apple Store is. I can see the hesitation in getting Apple Care for a tower, because components can be replaced, but I encourage Apple Care for laptops and all-in-ones.

TraceyS/FL
Apr 9, 2007, 12:06 PM
For the record - i was told that I can at any time ask for a Level 2 Support or Supervisor and they have to honor it.

I think i had the same guy as the OP when calling on my Dad's MacPro last month. Ye gads, that was 30 minutes of sheer torture. I demanded finally a supervisor - he'd put me on hold to get a level 2 and then told me they didn't want me because of call volume. I got to Level 2 in 5 minutes, another 30 minutes on the phone with a guy that knew something and would listen.

I hate having to get "forceful" like I did on that phone call - i've spent wayyyy too much of my life on the phone with Tech Support - and normally get a "you are so pleasant to talk to" or "the best call experience all day". It's not normal for someone to "ruffle my feathers" like that - but man, he did it.

ANYWAY, glad the computer is fixed - hope the car was just as easy!

KillMac
Apr 9, 2007, 12:27 PM
Here is some stuff right out the service manual and there is more you can
PM me about it

LED 6 GPU Present
Normally on when DIAG_LED button is pressed.
If this LED is on, it indicates there is a graphics card installed and recognized by the computer.
It does not indicate that the graphics card is fully functional. Some graphics cards require
additional power to function, which is available from connectors on the logic board. For these
cards, if the auxiliary booster power cable is not connected between the logic board and the
graphics card, an error message reminding about this additional power connection will be
displayed as Mac OS X starts up.
Troubleshooting:
Check that the graphics card is seated correctly in its PCI slot.
Check that the cardís auxiliary booster power cable is connected properly (if the card
requires one).
Try the graphics card in a different PCI slot.
Try a different graphics card.
Replace the logic board.
If an error message about graphic card booster power connection is displayed, check that
the appropriate booster power cable is firmly connected between the logic board and the
graphics card.
LED 7 Power On
Normally on when DIAG_LED button is pressed.
If this LED is on, it indicates the power supply is functioning.
Troubleshooting:
Check that the power cables to the logic board are properly attached.
Check the cable connections at the power supply.
Check for any signs of an obvious electrical short, e.g. metal screws or PCI card slot cover
loose inside computer touching the logic board.

Video Card Diagnostic LEDs
The Radeon X1900 XT video card also has diagnostic LEDs. These LEDs will also flash briefly when
the computer is started up or shut down and when it goes in and out of sleep mode. This is
normal behavior
T_Fault LED
Normally off, this LED lights up if the graphics chip gets too hot.
Troubleshooting:
Check that the front fan is working.
Try re-seating the card in the PCI Slot.
Make sure the cardís auxiliary booster power cable is connected (if there is one).
Re-boot the computer.
Try a different video card.
Replace the video card.
Ext_Power LED
Normally off, this LED lights up if the auxiliary power isnít being supplied.
Troubleshooting:
Make sure the cardís auxiliary booster power cable is connected (if there is one).
Check connections from the power supply to the logic board.
Try a different auxiliary power cable.
Try a different video card.
Replace the video card

I woke-up my MacPro to get some work done. The screen came on for about 30 seconds and then went black. My first thought was that it had somehow slipped back into sleep mode... I sometimes have a hard time waking up too. I clicked the mouse, the esc key...nothing. click, click... This led me to thinking it would be a good time to restart. I held down the power button and forced it to restart. When it came back on, after the chime, the ATI x1900 card revved up like it always does... only this time it stayed that way. I had an urge to grab the computer to keep it from flying out of the room! Still no signal going to the ACD 23...

(I'll skip to a new paragraph for those of you who can't deal with large blocks of text.)

Next, I tried zapping the P Ram... same thing. I was rewarded with a black screen and jet engine sounds coming from the computer.

Checked the ram... nope.
Took out the card (pain in the A$$) and put it back in. Same thing...
Tried booting off a CD. Nothing but whooooooshing sounds and black death.

I hear the drive writing as the OS loads (I just can't see it actually load) so I think maybe it's just the card. Is there a damn reset button?!

Time to call Apple.

Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

So, as I'm telling him what the problem is... I can tell he is looking for the answer in some secret manual that the tech support uses to solve problems. I'm wondering if he knows anything about using a Mac... Every time he starts to tell me what to try, I cut him off saying that I've already done that, can we just skip forward to the part where you send me a new computer? We go though the list... I can almost hear the pages turning as he searches for the answer. Finally, he says "I'll be right back... I need to ask someone." A few minutes later he comes back on and tries to sell me Apple Care because something is wrong with my computer. I tell him that I KNOW something is wrong... hence the phone call, but that I bought the computer less than 90 days ago... isn't it already covered by warranty? He replies, (sorry, I can't type Indian accent) "Yeah, but if you have Apple Care, you won't have to deliver the computer to the Apple Store, we'd come pick it up." I ask him what I would have to do if I lived in the middle of nowhere? Would I have to drive the computer in to get it fixed? What would I have to do if I lived in the Australian outback? Would Apple care cover that? He didn't have an answer nor get the irony.

The end to this long story is, I have to take it to the Apple "Genius" bar so they can look it over and tell me that it's broken so that it can be sent in for repairs. This sucks. I wonder how long the turn around will be?

By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.

Irish1978
Apr 9, 2007, 04:08 PM
it was you who was really really rude at first. they were just doing their job and following procedures.
i would fire him if he "skip forward to the part where [he] send [you] a new computer" without knowing what or where the problem was.

you think your 4000+ investment is big. well that might be true. but it certainly doesn't mean you can be so rude.

What, so the apple support guy can't use common sense. I Don't think that when a customer calls to seek advice about his $4000 dollar Mac Pro not working is the right time for a sales pitch, I would be pissed. And by the way THX1139, we live in America and it is your God givin' right to be an as*hole to whoever you see fit!

THX1139
Apr 9, 2007, 05:58 PM
I've always been a fan of AppleCare, and rightfully so, I have no idea where the nearest Apple Store is. I can see the hesitation in getting Apple Care for a tower, because components can be replaced, but I encourage Apple Care for laptops and all-in-ones.

Okay, nice general comment... but why reserrect a thread that died 5 months ago? Why not just start a new one about Applecare?

The OP computer issue was fixed a long time ago. Guess some folks have nothing better to do than ready through old messages.

Irish1978
Apr 9, 2007, 06:04 PM
I was nosing around and I have a mac pro, so I wanted to see what went wrong, but then I got pissed at some of these people and had to post.:)

BigPrince
Apr 9, 2007, 06:05 PM
Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...


In case this has not been said, Apple has two tech support centers located in the United States. One I believe is in Sacramento and the other I can't recall, I want to guess Dallas.

I have MUCH(dozens) experience calling Apple Tech Support because its my part of my job at work. I generally call in to get our computers serviced. I have NEVER had trouble understanding and always get an "American Accent."

You just got unlucky if anything, if your located in the US.

They have to follow protocol otherwise people would be sending in good machines to be repaired costing everyone money. If they can fix it over the phone, better for everyone.

statikcat
Apr 9, 2007, 06:45 PM
My experience with Apple on the phone has mostly been not impressing. However, the guys at the store are usually quite helpful. I am really glad I have an Apple store down the street. ALL FIVE MACS I HAVE BOUGHT NEEDED REPAIRED within the first few months. So I have been through the hoops. The in-store service is good and Apple has never kept my computer out on repair for more than 4 days (including shipping). Also, from the times I have called Apple support I can certainly say they are not outsourced to an Indian country. My guess is their phone office is in a big city.. which *gasp* has many cultures! =-D.

panzer06
Apr 9, 2007, 08:59 PM
Gee, another person who missed the point of the post.

Anyway, I was kinda sorta hoping that I wouldn't need to make a trip to the Apple store (it's at the friggin mall!). I really wanted them to issue an RMA and have it picked up by UPS, but I learned that was not an option unless I was willing to pay extra.

Some of you are just too sensitive.

I understand fully what youíve expressed here. I've worked for companies that have hundreds of Mac computers and whenever we called, whether it is covered by Applecare or not, we stop the first level support person, right at the beginning. We interrupt them in the middle of the sentence if necessary and politely explain that we are technical support professionals and ask them to listen to what has already been done to resolve the issue. Afterward we ask the support rep to please complete whatever checklist he/she is working from offline and skip to the part where they send the box for us to return the machine. If it is a user-install part, we have them immediately send a replacement.

Note: A local authorized repair vendor who came out and fixed them onsite handled MacPro and PowerMacs.

Our time is valuable and while our company wouldn't pay to get our techs Apple certified so we didn't need to go through these hoops, we needed to let the tech know we understood basic Mac troubleshooting. Most of the time the tech relented and processed our request. On occasion we needed to request a supervisor and move one, on the rarest occasion we just hung up and called back to get a different person.

I'm sorry but as much as these systems cost, neither my staff nor I had time to waste going over the same checklist of troubleshooting steps for each call. While an individual Mac customer may not have the same cumulative skills as our IT staff, an experienced user can certainly explain the steps theyíve already taken in crisp, concise manner sufficient to move the call to the next level.

Further, it matters not whether the caller has an Indian, Mexican, Chinese, West Virginia mountain or South Georgian accent; all that matters is that the representative is capable of clearly enunciating the requisite information to resolve our Mac related issues. If they cannot, they have no business handling calls for their respective employers.

Being firm in requesting support and holding your vendors to the highest standards is not the same as getting upset or being rude. A person may sound frustrated in a post but could be more than reasonable in rightfully expecting and expressing his/her desire for service and support appropriate to the situation.

As to Applecare, we tended to purchase it for all the laptops (we only purchased Powerbooks) and in most cases any iMacs. About 50% of the PowerMacs had Applecare coverage. We only had one instance where it made a difference (G4 PowerMac wasnít covered at 28 months). I personally have it on all my systems expect my refurb MB CD; if it dies Iíll just buy another one.

Sometime the OP just wants to know they are not alone. THX1139, you are not alone and by now you may wish you were.

Cheers,

ampd
Apr 10, 2007, 09:48 PM
now if I dont have applecare and my comp goes out on me can I still get it repaired by apple (pay them to repair it)?

mickhyperion
Apr 10, 2007, 11:28 PM
...And by the way THX1139, we live in America and it is your God givin' right to be an as*hole to whoever you see fit!

Wow. No wonder the rest of the world hates us.

nurfen
Apr 11, 2007, 02:51 AM
You guys are hilarious.

Of course the tech support asks you a lot of questions, and has to follow textbook procedures - he doesn't decide whether the person gets new products or not. And the hotshot making the decisions sure as h*ll isn't going to answer a phone ...

:rolleyes:

I work at HP Tech Support, and I get a lot of customers (probably with limited intelligence), who actually think that our first level people has any authority at all. How exactly do they (or you) expect a huge company like Apple or HP to function properly if the first level support technicians can make costly decisions? :p

Peace!

Multimedia
Apr 11, 2007, 02:58 AM
Okay, whatever. I wasn't blaming him. I was just relating my experiences... sheesh. I just thought it was kind of "tacky" that he was more interesting in selling me Applecare than to sympathize with me that my $4000++ investment is currently a paper weight. Not to mention the hassle of downtime and dealing with hauling my computer (and ACD) to the local mall for repair service.

Can't I get some love here?If you have AppleCare they come to your home or office and fix it on site. You don't have to take it anywhere at all. That service alone makes AppleCare a must have. If you haven't bought it already do that and Apple will send a man out to your home or office to fix it. Usually they replace the entire motherboard. :)

nurfen
Apr 11, 2007, 03:08 AM
If you have AppleCare they come to your home or office and fix it on site. You don't have to take it anywhere at all. That service alone makes AppleCare a must have. If you haven't bought it already do that and Apple will send a man out to your home or office to fix it. Usually they replace the entire motherboard. :)

How exactly does this AppleCare purchase work? I've seen that there's AppleCare for Mac Pro available over at eBay, but what do I do with this code?

Where do I enter the AppleCare code? :)

Multimedia
Apr 11, 2007, 04:16 AM
How exactly does this AppleCare purchase work? I've seen that there's AppleCare for Mac Pro available over at eBay, but what do I do with this code?

Where do I enter the AppleCare code? :)No. No. No. You don't buy AppleCare on eBay. That's gotta be a scam. You can only buy AppleCare from Apple up to a year from your date of purchase. Then when you have a problem, they come out and fix your desktops and iMacs. Mobiles have to be sent in for repair but Apple pays all the shipping including providing the shipping carton to you.Easy there MM. You can buy AppleCare from many Apple authorized outlets and many of hem sell on eBay. I purchased AC for my iMac from Small Dog Electronics for $40 less than Apple charges.Really? I did not know that. :o

rdowns
Apr 11, 2007, 04:21 AM
No. No. No. You don't buy AppleCare on eBay. That's gotta be a scam. You can only buy AppleCare from Apple up to a year from your date of purchase. Then when you have a problem, they come out and fix your desktops and iMacs. Mobiles have to be sent in for repair but Apple pays all the shipping including providing the shipping carton to you.

Easy there MM. You can buy AppleCare from many Apple authorized outlets and many of hem sell on eBay. I purchased AC for my iMac from Small Dog Electronics for $40 less than Apple charges.

Irish1978
Apr 11, 2007, 12:58 PM
Wow. No wonder the rest of the world hates us.


LOL, life is to short to worry about what others think of me. :D

Irish1978
Apr 11, 2007, 01:02 PM
No. No. No. You don't buy AppleCare on eBay. That's gotta be a scam. You can only buy AppleCare from Apple up to a year from your date of purchase. Then when you have a problem, they come out and fix your desktops and iMacs. Mobiles have to be sent in for repair but Apple pays all the shipping including providing the shipping carton to you.Really? I did not know that. :o


I agree with multimedia, it is indeed a scam. A friend of mine bought Apple Care on Ebay and it would not activate. Use caution, I am sure some are completely legit though.

Lord Blackadder
Apr 11, 2007, 01:06 PM
Easy there MM. You can buy AppleCare from many Apple authorized outlets and many of hem sell on eBay. I purchased AC for my iMac from Small Dog Electronics for $40 less than Apple charges.

Small Dog is a long-established reseller with a good reputation, so I would feel comfortable with them...but there are a lot of bozos on ebay scamming people, so whenever buying from ebay it pays to check things out.

princealfie
Apr 11, 2007, 01:31 PM
Wow. No wonder the rest of the world hates us.

Hmm... yeah I agree. Very sad isn't it?

nurfen
Apr 12, 2007, 05:07 AM
Small Dog is a long-established reseller with a good reputation, so I would feel comfortable with them...but there are a lot of bozos on ebay scamming people, so whenever buying from ebay it pays to check things out.

Yeah, but an eBay seller with over 2000 positive reviews seems pretty reliable, too. At least I think so.

Irish1978
Apr 12, 2007, 12:08 PM
Hmm... yeah I agree. Very sad isn't it?


Hmmm.....yea I don't. I like the fact that I have the freedom to think and act how I want. It's funny how no one likes us, but they sure like to move here to take advantage of our freedoms and way of life. I have been all over the world and I never got the impression that people from other nations hate us, but I'm sure you know more than me.:D


Not trying to be rude, just my opinion and what I have observed!

Lord Blackadder
Apr 12, 2007, 12:47 PM
Yeah, but an eBay seller with over 2000 positive reviews seems pretty reliable, too. At least I think so.

I agree - that's why I said check things out - if the guy has 2000 positive reviews that's pretty trustworthy.

Irish1978
Apr 12, 2007, 12:51 PM
I agree - that's why I said check things out - if the guy has 2000 positive reviews that's pretty trustworthy.

MOST of the time if it is an individual seller and not a company they are legit.

nurfen
Apr 13, 2007, 01:01 AM
Hmmm.....yea I don't. I like the fact that I have the freedom to think and act how I want. It's funny how no one likes us, but they sure like to move here to take advantage of our freedoms and way of life. I have been all over the world and I never got the impression that people from other nations hate us, but I'm sure you know more than me.:D


Not trying to be rude, just my opinion and what I have observed!

I live in Europe, and no one hates americans. People just hate a specific leader of the americans.

juanster
Apr 13, 2007, 01:06 AM
my piranha just died...i know abit off topic from what this thread started as but so are you guys, if anything im closr,, his mac died, my fish died seee lol

Irish1978
Apr 13, 2007, 06:24 PM
I live in Europe, and no one hates americans. People just hate a specific leader of the americans.

Thats fine and you have that right. I don't hate him, but I am very unhappy with the way things are going. :)

CJD2112
Apr 21, 2007, 06:57 PM
I'm sorry, but all the people attacking the OP need to simmer down. As an Apple user for years, I too have had a problem with Apple outsourcing tech support to India. It has nothing to do with them not speaking N.A. English, but the fact that most of them are not trained in technical help. Most often, they refer to manuals either online or given to them to review. Especially since I am a Pro Care Member with Apple Protection Plans on everything I buy, I really do not have the time to be connected to someone who isn't trained to properly handle issues and has to repeat everything I tell him to make certain they are understanding my language. Apple gave a lot of crap to Microsoft for doing this years ago and prided themselves on using only North American technical support. Seems even with Apple the customer comes last sometimes... :(

johnee
Apr 21, 2007, 07:01 PM
Easy there MM. You can buy AppleCare from many Apple authorized outlets and many of hem sell on eBay. I purchased AC for my iMac from Small Dog Electronics for $40 less than Apple charges.

yay, Small Dog, about 10 minutes away from me :) They just opened a new store that's really cool. if you're in vermont, you should check it out. and YES, they DO have a dog loose in the store, i mean, this is vermont.

CJD2112
Apr 21, 2007, 07:03 PM
now if I dont have applecare and my comp goes out on me can I still get it repaired by apple (pay them to repair it)?

I believe you can still buy an Apple Care Protection plan, it just back dates the care to the original date of purchase. Since the Plans cover 3 years (or 2 for some products), if your system is older than 3 years won't be worth it...

Willis
Apr 21, 2007, 07:26 PM
Ouch.. a youtube friend had a problem with his Mac Pro a while back and Apple Care were just about as useful as that guy you had on the phone... here check him out. he has some awesome Apple gear from the 80's

http://www.youtube.com/watch?v=feXMynEI6ps

enjoy

ps. check out the other videos that follow that story on.

EvilDoc
Apr 23, 2007, 01:28 PM
Ouch.. a youtube friend had a problem with his Mac Pro a while back and Apple Care were just about as useful as that guy you had on the phone... here check him out. he has some awesome Apple gear from the 80's

http://www.youtube.com/watch?v=feXMynEI6ps

enjoy

ps. check out the other videos that follow that story on.

That was pretty funny ;)

Lycanthrope
Apr 23, 2007, 02:16 PM
I live in Europe, and no one hates americans. People just hate a specific leader of the americans.

Life's too short to hate anyone or anything. America gets a bad rap in the rest of the world because of the misguided foreign policy it deploys, things have already improved since the Democrats took over The Senate and The House.

But government policy doesn't define the American people, every American I've personally known has been a wonderful person, then again so are all the Indian people I've met (mainly from Mumbai) and come to think of it, pretty much anyone else of any other race, colour or creed. Added to that, I spent a week in NYC last July and thought it was the most excellent place I had ever been to :)

As for Applecare, I'm confused, I have it on my iMac and when the disk died they came onsite collected, replaced the HDD and returned. Seemed a bit stupid for me as they could have swapped it on site in 30 minutes and saved themselves a lot of hassle. Methinks I need it though before the 90 days are out on the Mac Pro pending purchase.