How to resolve this PB issue?

Discussion in 'Buying Tips and Advice' started by jadex, Oct 14, 2005.

  1. jadex macrumors newbie

    Joined:
    Jun 9, 2005
    Location:
    Houston, Tx, USA
    #1
    I've posted two questions in the past 3 months, and the people here are pretty knowledgeable (thanks guys!)...but now I have yet ANOTHER problem/question with my Powerbook. This one could determine whether I'll be forced to get a Dell or keep the PB, so it's important.

    1. I bought a 12" PB in July, brand new from an Apple retail store. Computer worked beautifully at this time.
    2. First problem: computer wouldn't connect to my home network
    Solution: Found that AOL didn't carry the correct software for Mac computers to use AOL (idiots!). No fault of Apple's.
    3. Second problem: Screen did not come on at startup; computer stopped starting.
    Solution: Logic board error, sent to Apple, got it back in 3 days (this past thursday), tested it out at the store; booted properly. Thought it was fixed (bought ProCare to be safe, just in case something happened again).
    4. Third problem: Today, in the middle of watching a movie, screen beings to pixelate. Now it's in a continuous cycle of asking me to reboot. I believe the screen is STILL screwed up.

    All of this within 3 months of buying it. I had to convince family members that this Mac was *worth* the buy, and now it's more problematic in 3 months than I've seen in 2 years with any other computer (mac or pc).

    Obviously the fact that the screen won't show and that it keeps asking me to reboot instead of just booting the PB incapacitates me, because I need my computer for work and school. 3 days without it took a major toll on my work, and I can't afford to lose any more time without it. When we bought the PB, we bought a 3-year AppleCare protection plan. With the screen going out and so on, they said I needed software coverage, so I bought ProCare. What, exactly, does AppleCare cover? I thought it was hardware damage...does the logic board count?

    There is something wrong with this computer, something way beyond my control. I have taken the utmost care with this computer, so the problem is no fault of mine. My immediate problem is my initial 90-day warranty just expired today. Do you think, if I bring up all of these problems (with the protection plans), they would be willing/I could convince them to give me a new computer? Not that I just *want* a new computer, but there is something inherently WRONG with the one I have, and I didn't pay for a computer (with AppleCare and ProCare to boot) that doesn't work. I wish I could say I have had a good experience with my mac, but it's given me more problems than I've ever had with any sort of computer before.
     
  2. Heb1228 macrumors 68020

    Heb1228

    Joined:
    Feb 3, 2004
    Location:
    Virginia Beach, VA
    #2
    Its hard to tell exactly whats going on from your post. Are you getting the grey screen with the box in the middle that says you need to do a hard restart? If so, that is called a kernel panic.

    The most likely culprit for kernel panics are bad memory. Have you installed any third-party memory since you bought the PB?

    Also, you need to try booting from the DVD that came with your PB. Hold down "C" when the computer is booting with the DVD in the drive. Run Disk Utility and try repairing your hard drive.

    AppleCare should cover any hardware issues that aren't due to abuse. We just need more info to narrow this down to make sure its a hardware issue.
     
  3. WillMak macrumors 6502a

    Joined:
    Jul 29, 2005
    #3
    It sounds like you have a lemon on your hands. Ask for a replacement. If they say they can't say ask them to see their supervisor. If the supervisor says no keep moving up the chain.
     
  4. Heb1228 macrumors 68020

    Heb1228

    Joined:
    Feb 3, 2004
    Location:
    Virginia Beach, VA
    #4
    Another question... How can it ask you to reboot if "the screen won't show" as you say? What exactly is showing on your screen? Is it completely back and won't show anything? Is it just a bunch of garbled nonsense?

    If you are getting an error message, then the screen is most likely working alright and you have some other type of problem.
     
  5. jadex thread starter macrumors newbie

    Joined:
    Jun 9, 2005
    Location:
    Houston, Tx, USA
    #5
    Yeah, that was a little confusing. There are two parts to this problem: before repair and after repair.

    Before repair: Working on the PB as usual, haven't dropped it or anything. It had started running a bit slow (haven't downloaded much on it other than iTunes and a couple of Dashboard widgets, all from Apple), and sometimes I would start the computer and the screen would not come on at all (the startup noise would sound and the fan would work, but nothing was on the screen). That particular day, however, after numerous reboots, the screen would not come on. At first I thought it was a brightness problem, so I did the flashlight test and found that it was really out. I called Apple's tech support, and they helped me determine that something was wrong with the logic board, and it would have to be sent in. Went to Apple retail to do data transfer and have it sent off.

    After repair: When I got the PB back, I tested it in the store to make sure it worked. The screen came on and the computer booted as it should have. Took it home. The next day (today), I tried to watch a movie on the PB, and the screen began to pixelate (distort, random square parts began to change to green and black dots). Then the reboot prompt came up (the one with the picture of the power key in it). I rebooted, and the same prompt came up. This happened 5 times, 1 time it did load into the desktop, but the display was distorted (with random green and black dotted squares, the desktop was not centered and looked like it was copied 3 times across the bottom of the screen area).

    this shouldn't happen, I know. Right now it just seems like the same thing is wrong with the PB (to a lesser extent, it comes on). I'm trying to figure out the best way to deal with it...and if I need a new one (i think I do), are they really...not easy-going, but open? to that possibilty? or is it very difficult (even with ProCare and the AppleCare extended warranty) to get replacements?

    Oh, and I haven't installed any sort of memory, or added anything else on to the computer since I bought it 3 months ago. Everything that's on it is what they sold to me :)
     
  6. jadex thread starter macrumors newbie

    Joined:
    Jun 9, 2005
    Location:
    Houston, Tx, USA
    #6
    guess I'm bumping it up...I still don't know how to approach them about it. Should I ask for a new one, or just get them to fix it again, with the possibility of more problems?
     
  7. Lucky8 macrumors regular

    Lucky8

    Joined:
    May 18, 2005
    #7
    I think there's a lemon law that if it has been fix four times and still not right, they should give you a new one.
     
  8. jadex thread starter macrumors newbie

    Joined:
    Jun 9, 2005
    Location:
    Houston, Tx, USA
    #8
    do you mean Apple has a "lemon" policy, or is it a state law?...in Texas, I know they have a "lemon law" for cars, but I've never heard of one for computers...
     

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