I purchased a 15" rMBP on October 29th. 2.6ghz/256/16GB As I'm sure most of you know this was quite expensive including Apple Care.
Since I purchased it I have been having all sorts of random issues. Some of which include:
I ran AHT extended and simple and it passed both times. Finally, after keeping track of these issues I decided enough was enough and decided to call Apple.
Upon calling Apple I was immediately advised with the # of issues i was having I needed to make an appointment at the Genius bar. The rep made an appointment for me and I went later that day. He said he documented the issues and gave me a case # to give to the Genius.
The genius only ran hardware diagnostics on the machine and everything passed. He speculates that is could be software but based on the type of issues I am having it suggests a problem with the storage as well. He then gave me three options.
1. Make a new user and see if the issues continue
2. Leave it with Apple overnight for extended hardware tests
3. Call Apple Care and seek a replacement since this machine is eligible for return through Jan 7 with the holiday return policy. This option was HIGHLY recommended by the genius seeing how much I paid and how new it is.
I opted to seek a replacement through AppleCare, which I think the Genius should have helped me with this and not just sent me home to deal with it myself. So I call AppleCare and explain and I get transferred to a Sr. Advisor.
He informs me that Apple would not be able to replace the machine and insisted that my issues are software. He claims he could not find any notes from where I spoke to the other agent that made the appointment for me nor any notes from the Genius at the Apple Store. He attempts to contact the store and the Genius had already left for the day. So he wants to wait until he talks to him before proceeding to find out what he did.
I explain to him that I am very disappointing by the service I am receiving and he just doesn't seem to care. So I asked to speak with a manager and he immediately says "Apple doesn't play that game of 'let me speak to someone else'. At this point I got extremely frustrated with the way this was being handed and decided to call and talk to another Sr. Advisor. I explain the situation once again, and he said he had no knowledge of an extended return policy but wanted to check on it with sales. While he did that, I checked Apple's site and found where it said they did have one, and sales told him that was true as well.
So he wanted me to try to install a clean copy of the OS and go from there. Since the clean install I have had one issue. I tried to launch an application and it just sat there loading. I used for quit on it and tried it again, same thing. Also tried a different application, it froze too. I then opened up Activity Monitor and CPU/RAM was normal. Then I clicked on the Disk tab, as soon as I clicked it Activity monitor froze. The applications and activity monitor stayed frozen for about 5 mins and then everything started working fine.
I called the Sr. Advisor back, informed him of the issue and I was told that it could have possibly just been a fluke and that I should give it until Friday and then see about a return.
I am very frustrated with Apple after spending this kind of money and getting this kind of support and rudeness from their phone support.
What do you guys think about this situation?
Since I purchased it I have been having all sorts of random issues. Some of which include:
- Slow to wake at times
- Black screen on wake (Video: http://www.youtube.com/watch?v=eUNn3GZwV_c)
- Trackpad/Keyboard being unresponsive on wake (Video: http://www.youtube.com/watch?v=vG3AbeGhQRI)
- iTunes crashing a lot
- Finder constantly freezing/crashing
- Wifi being magicallly turned off after wake
- Sometimes when cancelling a network file transfer the dialog freezes and it never cancels
- Slow shutdown at times
I ran AHT extended and simple and it passed both times. Finally, after keeping track of these issues I decided enough was enough and decided to call Apple.
Upon calling Apple I was immediately advised with the # of issues i was having I needed to make an appointment at the Genius bar. The rep made an appointment for me and I went later that day. He said he documented the issues and gave me a case # to give to the Genius.
The genius only ran hardware diagnostics on the machine and everything passed. He speculates that is could be software but based on the type of issues I am having it suggests a problem with the storage as well. He then gave me three options.
1. Make a new user and see if the issues continue
2. Leave it with Apple overnight for extended hardware tests
3. Call Apple Care and seek a replacement since this machine is eligible for return through Jan 7 with the holiday return policy. This option was HIGHLY recommended by the genius seeing how much I paid and how new it is.
I opted to seek a replacement through AppleCare, which I think the Genius should have helped me with this and not just sent me home to deal with it myself. So I call AppleCare and explain and I get transferred to a Sr. Advisor.
He informs me that Apple would not be able to replace the machine and insisted that my issues are software. He claims he could not find any notes from where I spoke to the other agent that made the appointment for me nor any notes from the Genius at the Apple Store. He attempts to contact the store and the Genius had already left for the day. So he wants to wait until he talks to him before proceeding to find out what he did.
I explain to him that I am very disappointing by the service I am receiving and he just doesn't seem to care. So I asked to speak with a manager and he immediately says "Apple doesn't play that game of 'let me speak to someone else'. At this point I got extremely frustrated with the way this was being handed and decided to call and talk to another Sr. Advisor. I explain the situation once again, and he said he had no knowledge of an extended return policy but wanted to check on it with sales. While he did that, I checked Apple's site and found where it said they did have one, and sales told him that was true as well.
So he wanted me to try to install a clean copy of the OS and go from there. Since the clean install I have had one issue. I tried to launch an application and it just sat there loading. I used for quit on it and tried it again, same thing. Also tried a different application, it froze too. I then opened up Activity Monitor and CPU/RAM was normal. Then I clicked on the Disk tab, as soon as I clicked it Activity monitor froze. The applications and activity monitor stayed frozen for about 5 mins and then everything started working fine.
I called the Sr. Advisor back, informed him of the issue and I was told that it could have possibly just been a fluke and that I should give it until Friday and then see about a return.
I am very frustrated with Apple after spending this kind of money and getting this kind of support and rudeness from their phone support.
What do you guys think about this situation?
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