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Apple Cannot get MacBook Pro Fixed

I agree, something isn't right

Thanks for your comments. Something isn't right. I did place a complaint with Apple against Filipee and along with the Attorney General. The one problem I had years ago with a PowerMac, Steve Job's Apple had it taken care of immediately. If it came back from repair a couple of times, the unit was replaced. According to Filipee, that is no longer the policy. If they would fix the unit, I would be delighted. But 8 repair attempts, then to say there was tampering with the unit when only Apple has worked on it is suspicious. Also, another person in Executive Support has taken over the case. Very Stange. I miss the days when we could reach out to Steve at sjobs@pixar.com. His hands on management was good for Apple.

I will wait to see what the new guy at Apple says and the reply the Attorney General gets. The State, who I wok for, is buying a lot of iPads & iPhones at this time. That should have some influence at apple.

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Steve Jobs isn't there any more, unfortunately
 
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It sounds like someone has a personal vendetta against you. I'm a little confused about a comment you said they made - they will keep repairing until AppleCare runs out...then what? Tell you you're SOL?
 
mustang_dvs said:
No, it's not.

It's actually Federal Law (Magnuson-Moss Warranty Act).

But you have to request replacement, else they will happily keep repairing the machine. (I'd tell you how I know this, but I had to sign an NDA.)

Emails to sjobs@apple.com about computer issues also ended-up being handled by Executive Relations. (I'd tell you how I know this, but I had to sign an NDA.)
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I hate seeing you post this because it just piques my interest :/ hahaha
 
I'd be interested to see how this pans out.

I had a similar issue with my old white ibook. Got it 'fixed' four times, with the promise of 'if it breaks again, we'll send you a new one'

It broke something like 3 weeks out of warranty and I was told no dice.

A really upsetting day.
 
I believe that Apple is obligated to fix or replace the machine no matter if AppleCare expires or not, the problems started when it was under warranty. The last time I had problems with a machine, I finally asked the Genius if Apple was willing to spend unlimited amounts on repair attempts or see that it makes financial sense to simply replace the machine. He looked at me funny and suggested that I call Customer Relations. It was like pulling teeth but the next week I walked back into that Apple Store and walked out with a new MBP.

Sometimes, I think that they are simply testing your perseverance and wait to see if you just give up or simply buy a new machine. As far as the tampering accusation, Apple makes notes as to the condition of a machine when it's checked in. I would ask for documentation so you can pass it on to your Attorney and continue to build your case against Apple. I bet they will bend shortly after that and set up a replacement with an upgrade. I have had similar experienced twice and they eventually did the right thing but not without a fight.
 
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1.) Install iStat Menus. It will allow you to monitor cpu activity and temperatures.

2.) Install gfxCardStatus. It will give you control over which GPU is engaged.


I have a 17". It gets hot to the touch when running GPU-intensive applications. Particularly when the Discrete GPU is engaged. Also, the browser you use can have a big impact. Chrome makes the system run much cooler than Safari, for example, when the same sets of tabs are open.

If you install iStat Menus or similar (I believe they have a trial version), you can see just how how your system is. If it's under 95C, it's not overheating; it's just hot. And assuming the fans are working, it's probably not going over 80C while in Photoshop or whatever. iStat will tell the tale.

Also, 2 hours of battery life is roughly what you can expect if you're running GPU-intensive applications like Photoshop on battery power on the 17". Unless you're using gfxCardStatus, the discrete gpu stays engaged, milking battery life. Even if gfxCardStatus is on and the integrated gpu is selected, it could still be using the discrete gpu. You really have to turn off all running applications and turn them back on. Again, iStat will be of value here because it shows you the temperature of the discrete GPU (where if it's not getting cooler, it's still on, despite what gfxCardStatus is telling you).

I don't know if there's anything wrong with your machine, to be honest. I understand it's getting really hot, but Macs get really hot. It's not "Overheating" is a very specific technical condition, and unless the system is shutting itself down to protect itself it's not overheating. You didn't mention it was doing this, so I'm assuming it's not actually overheating; it's just hot enough to be uncomfortable under certain circumstances, which is...pretty much the standard experience for Macs. In that case, get a tray or something to put between your lap and the laptop if that's the situation. I can recommend a couple, as I have one.

If I didn't understand your problem fully, then I wish you luck on a replacement. But if it "getting really hot" is your only real problem here, I don't expect a hardware swap will make a difference. These machines are notorious for getting really hot, as the frame is basically designed to be part of the heat sink system. But if the system is CRASHING because of thermal events (reaching the thermal threshold of the cpu/gpu and the system turning itself off to protect the cpu/gpu from damage), it should be replaced. Otherwise, you could reapply thermal paste or something, but that's gonna be it.

Oh, and post some screens of what iStat shows the temps at.
 
hbrake69 said:
I will wait to see what the new guy at Apple says and the reply the Attorney General gets. The State, who I wok for, is buying a lot of iPads & iPhones at this time. That should have some influence at apple.
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Sorry to burst your bubble, but you are trying to connect the wrong dots. You think Apple is going to pay attention to you because you complained to the AG of a state which buys Apple products? The person at Apple who is going to approve or disapprove your replacement and/or repair doesn't care or know anything about this. Similarly, you think the AG of your state has any say over the IT purchasing decisions of various state departments? And even if he/she does, you are expecting them to stop buying Apple products based on your single warranty complaint? I'm seriously not trying to put you down when I say this, but you are sounding a little too self-important. I mean that objectively, not as a criticism. You are very emotionally involved with what's going on, I respectfully suggest you take a step back and look at the situation objectively.

The one problem I had years ago with a PowerMac, Steve Job's Apple had it taken care of immediately. If it came back from repair a couple of times, the unit was replaced. According to Filipee, that is no longer the policy.
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I find it difficult to believe that someone at Apple at a senior level would comment about policies before and after Steve Jobs' death. That is simply not something anyone at Apple would comment about if they wanted to keep their jobs. You say it happened, so it must be, but it's still difficult to believe.

Have you considered that there may be nothing wrong with your 17" MBP? I have a 17" model from 2007 and it gets very hot when doing something as simple as watching a YouTube video. Of course my unit is much older than yours (Core Duo not i7), but heat dissipation in MacBook Pros has historically been the source of much debate and conversation. I've found that they always run quite warm to hot on the lap when doing something intensive and when the fans are running. After all, the MacBook Pro case is an integral part of the heat dissipation system.

Basically it boils down to whether Apple believes that your MBP is running "within spec". If it is, there is nothing for them to fix. Have you actually read the terms and conditions of your AppleCare warranty? I suggest you do that so that you are fully versed with the coverage that you purchased.
 
Apple says they will not fix or replace my MacBook Pro under the current AppleCare which they have Los canceled. Andrew Li said this on a call today. They are sending my MacBook Pro back unrepaired with apparently some damage on the inside that either happened at Apple or the Apple Store.
 
hbrake69 said:
Apple says they will not fix or replace my MacBook Pro under the current AppleCare which they have Los canceled. Andrew Li said this on a call today. They are sending my MacBook Pro back unrepaired with apparently some damage on the inside that either happened at Apple or the Apple Store.
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Just more evidence for your lawsuit.
 
hbrake69 said:
Apple says they will not fix or replace my MacBook Pro under the current AppleCare which they have Los canceled. Andrew Li said this on a call today. They are sending my MacBook Pro back unrepaired with apparently some damage on the inside that either happened at Apple or the Apple Store.
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You know, I'm just going to be blunt with you. I think you are lying and/or omitting a big part of this story that may show you in a less than favorable light. There is no way that you have sent your MacBook Pro for repair FIVE TIMES - three times to Apple and twice to some Apple Depot - and they weren't able to fix the issue if, indeed, it was a bonafide issue in the first place. Apple does not act this way, canceling someone's AppleCare without a really good reason. Executive Relations' role is to solve issues with customers, not create more issues by pissing them off. Something is seriously wrong with your story.

This is not unlike people who say they are doing everything they can to lose weight but nothing works. Not true, they are lying. If people were honest with themselves about their own behaviors, they might get better outcomes. That includes the OP as much as fat people.
 
Everyone is entitled to their opinion.

That being said, it was 5 times to the Apple Store & 3 times to the Apple Depot. Also, I'm not new to Apple. My first Apple was a Lisa. Since then I have had most of the Macs. I have the latest iPad & have had every iPhone.

I don't understand this either, but I m very upset with Apple for the first time in my life.

Filippe in Exec Customer Relations had suggested I sell my MacBook Pro on eBay nd buy a new one about 2 months ago. That started my fight with him.

Indeed.
 
hbrake69 said:
Filippe in Exec Customer Relations had suggested I sell my MacBook Pro on eBay nd buy a new one about 2 months ago. That started my fight with him.
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Perhaps he suggested that because he sensed your desire to upgrade to the new design and felt that you might have been using AppleCare as a vehicle to achieve that end? I'm totally speculating.
 
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I've read through the entire thread, and I'll speak from my own experiences. I think as well that something that there is something you are hiding from us, some crucial information that changes your story to make you seem favorable.

If anyone remembers me from a few weeks ago I had the repeated HDD failure. I sent it in multiple times as well to have the situation keep coming up. The fact you're calling Apple out for not helping you is pretty absurd. I went as far as going against corporate, so don't think I don't know what you are getting at. I do not know what you did to get this Felipe so agitated with you, but I have a gut feeling it was something out of you, no offense to you, because Apple is incredible with these things. They have their VERY subtle ways of helping, such as offering to do repairs despite everything looking fine. This is from my own experience. I didn't realize it at the time, but they actually did help me indirectly a lot of times. What I feel is happening here is just about what happened to me.

I had my laptop HDD fail multiple times on me, and I had the drive replaced, and then it failed again. I didn't accept it at that moment, but they offered me rather offhandedly to take in my laptop and they had their entire staff run some DEEP DEEP work on it. They're usually able to help no matter what, I've seen some truly horrendous customers come in guns blazing, but I feel right now as if you pushed them too hard for a replacement, because once you do that, it goes down in the books as being too persistent to try and get a replacement.

The fact that they took away your Apple Care makes no sense to me because they should not have to cancel the warranty unless something really bad and unbeknownst to us has happened. My personal recommendation? Sell it on eBay, cut your losses and move on. Good luck in all of your endeavors!

EDIT: As far as sending it in, they're going to keep notes. All they have to do is pop your name into the system when your laptop goes in, and they'll notice that you contacted the AG, being pushy, blah blah blah. All that's gonna accomplish is that you're being a tad pushy, and you'll get nothing out of it. Keep it in mind. Tread carefully around Apple, they usually are several steps ahead of you.
 
I don't think I was pushy. This all started in March of this year. I was patient over & over. The only time I demanded a replacement was in late June, when things kept getting worse & I was advised to on here. Apple has monitored the temp & they are aware it is getting very hot & shutting itself down.

I awaited until 3.5 months to contact the AG. I think I have been reasonable. I was just tired of Apple saying "I'm sorry" when the machine was returned unfixed.

I hope Apple makes it right now. I have been patient.

I won't buy AppleCare again - I think SquareTrade is now a better choice since Apple has acted this way
 
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Why don't you just file a small claims lawsuit and let the Judge decide? Present your evidence in a concise manner. Assuming Apple decides to oppose, they too will present their evidence or arguments. If the machine has been back to Apple 8 times for repairs during warranty for a defect, and that is the evidence, I don't see how you can loose. Generally (most States) you can get a hearing set in 30 or so days, and you will have a decision, not up to Apple, quickly.
 
Repaired 8 times :eek:

Are you sure it's not a hackintosh you're using ? Maybe that's the reason Apple are refusing to replace or refund ? Could explain it all.

On a more serious note:

Apple have been awesome with me. Yes I've faced my share of geniuses at the Apple Store who were clearly having a bad day (only a couple or so), but overall, the biggest reason I've remained at Apple is because of their customer service :)

Having it repaired 8 times with no satisfactory resolution can only mean there's something genuinely preventing Apple from going ahead with a replacement (could be the machine, could be you). Noone can give a definite answer before knowing the complete story.

I'd suggest you try and take this up at the small claims court. Clearly, talking to Apple isn't helping.

All the best. Hope you're not a troll :)
 
Not a hacintosh - which I had to Google to see what you are talking about

Thanks
 
hbrake69 said:
I don't think I was pushy. This all started in March of this year. I was patient over & over. The only time I demanded a replacement was in late June, when things kept getting worse & I was advised to on here. Apple has monitored the temp & they are aware it is getting very hot & shutting itself down.

I awaited until 3.5 months to contact the AG. I think I have been reasonable. I was just tired of Apple saying "I'm sorry" when the machine was returned unfixed.

I hope Apple makes it right now. I have been patient.

I won't buy AppleCare again - I think SquareTrade is now a better choice since Apple has acted this way
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No worries, but we hope you understand our skepticism because usually the problem is resolved in the first three repairs. IMO, ONE repair is too many! It just feels...not right that they flat out denied and cancelled AC. Theres almost NO way that can happen.
 
I was having problems with my computer and I had another hard drive in the optibay and they helped me with it. In fact the Genius said "good job on that mod!" Small Claims Court seems best IMO. Or even better take it to Judge Judy, or Judge Joe Brown. They will get this thing sorted and we can all watch you win!
 
hbrake69 said:
I don't think I was pushy. This all started in March of this year. I was patient over & over. The only time I demanded a replacement was in late June, when things kept getting worse & I was advised to on here. Apple has monitored the temp & they are aware it is getting very hot & shutting itself down.

I awaited until 3.5 months to contact the AG. I think I have been reasonable. I was just tired of Apple saying "I'm sorry" when the machine was returned unfixed.

I hope Apple makes it right now. I have been patient.

I won't buy AppleCare again - I think SquareTrade is now a better choice since Apple has acted this way
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Sure your fans didn't just stop working? :rolleyes:
 
You're not technically dealing with the company but individuals. And they are human like the rest of us and hold grudges. Maybe they don't like his accent or something like that.
 
Exactly how many parts are there in a mac?
Almost everything is welded together and the most logical thing Apple could do is replace the entire logic board, ram and HDD/SSD. For them to have had repeated failures it must've been something screwing it.
Also, if a single person has a vendetta against you, they couldn't have gotten very far. There are multiple repair shops/people. Most calls are logged.
Apple is a company about profits. If they see that it is reasonable to replace instead of repairing they will.

It might take awhile to get your mac fixed/new. Continue calling and complaining, tell them you won't hang up until the issue is resolved. Honestly, it took me 6 days for a flipping OS upgrade code. Eventually, I got a decent rep that sent my code instantly rather than within X time.
 
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