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Apple Initiates Repair Program for 2011-2013 MacBook Pros With Video Issues

sbb32 said:
Just dropped it off at Apple Store. Will be ready in 3-5 days. Genius says it's a brand new re-engineered logic board. Purely anecdotal/hearsay though.
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Fast turnaround time. My guess is that you got yours in before the rush of people. I remember the iPhone 5 sleep/wake button and battery replacement program, took weeks!.
In the end though, unfortunately, I think this is all window dressing. I want to believe they would make the necessary logic board changes (reballing), but I am skeptical.
 
Just got off the phone with Apple. Longer wait time than usual (call lasted one hour in total), but have good news: my Early 2011 MacBook Pro has a Genius Bar appointment tonight, they said the repairs will take anywhere from 3-7 days depending on volume, and they put in my refund for the $300 repair from last year. Overall, even though this whole experience has been a hassle for the last year, I'm looking forward to moving on from it. I'll post what happens tonight and when the refund finally goes through (said up to four weeks for the money to be direct deposited).

Also the Tier 1 support agents are not well-versed in this issue - when they pass you off to Tier 2 they are way more knowledgeable about this particular program. So call now, brave the longer than normal wait times, and get your MacBook Pro taken care of (and get your money back from any Logic Board replacements you've done).
 
DoNoHarm said:
What evidence do you have that supports this?
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The two replacements that were put back in my machine? Apple isn't building new motherboards on a design that was made originally back in 2011. Almost everything Apple replaces a faulty component with is a refurb unless it's the most current design. That and the Genius I talked to as well as the support person on the phone confirmed that Apple repair centers use either known good parts from other machines or they refurbish them. There's no economic sense in replacing with new components on a repair. No consumer electronics company does this for any device. Unless they are current gen devices refurbs are always what gets put in them.
 
That is my other concern. What will they be replacing our MBPs with? It's kind of shady when they do not tell us these problems are 1. fault of their own manufacturing ways and 2. will they be equivalent if not better than what they're replacing?
 
20-Sep-14
(502) 326-2840
Genius Bar Work Authorization

Repair Estimate
Item Number Description Price Amount Due
S1987LL/A Labor Charge, PBG4/MBP17" $ 100.00
S1988LL/A Flat Rate Repair Charge, PBG4/MBP17" $ 210.00
Total (Tax not included) $ 310.00


Warranty Status: Out of Warranty(OW)
Model: MACBOOK PRO (17-INCH, LATE 2011)
Date of Purchase: 10-Mar-12
Serial No: C02GV1KJDV11


Issue: Customer states display will intermittently become distorted and off-set, and will become unresponsive.
Steps to Reproduce: Unable to reproduce at bar.
Cosmetic Condition: No scratches or dents. Display clamshell is slightly off-set.
Proposed Resolution: Send machine to repair facility for repair.
Estimated Turn Around Time: We'll call you in 3 - 5 days
Mac OS Version: 10.8.5
Hard Drive Size: 1000 GB
Memory Size: 8 GB
iLife Version: n/a
Contact Apple Support Case: 665647433

Employee 1180319345
Click to expand...

Late last year when I had this graphic / logic board issue the local shop was adamant that Apple were unaware of generic problems with my late 2011 17" MBP.

Additional Information

Apple is contacting customers who paid for a repair either though Apple or an Apple Authorized Service Provider to arrange reimbursement. If you have not been contacted, but paid for a repair that you think was due to this issue, please contact Apple.
Click to expand...

I will be calling them in the morning.
 
logicstudiouser said:
In the end though, unfortunately, I think this is all window dressing. I want to believe they would make the necessary logic board changes (reballing), but I am skeptical.
Click to expand...

I sure damn it's a real fix, considering I've gone through three logic boards already on mine (the second two were under warranty of the first fix, which cost $300). I've basically stopped using my MBP since the third fix, since I figured it would eventually happen again...
 
My question (maybe it has already been answered within this thread) is:

My MacBook Pro (Retina, Mid 2012) i'm pretty sure it is a samsung display
2.7 GHz Intel Core i7
16 GB 1600 MHz DDR3
NVIDIA GeForce GT 650M 1024 MB

Fortunately i have not had any issues with my rMBP, it has been running strong with out fail other than running rather warm, a short lived battery, and a few stuck pixels that do not really annoy me too much at this point.

Since my unit is out of AppleCare and falls with in the models dates, is this something i should have take care of and see if Apple will replace mine as well?

Cheers folks, It's Friday!
 
Shaggs said:
My question (maybe it has already been answered within this thread) is:

My MacBook Pro (Retina, Mid 2012) i'm pretty sure it is a samsung display
2.7 GHz Intel Core i7
16 GB 1600 MHz DDR3
NVIDIA GeForce GT 650M 1024 MB

Fortunately i have not had any issues with my rMBP, it has been running strong with out fail other than running rather warm, a short lived battery, and a few stuck pixels that do not really annoy me too much at this point.

Since my unit is out of AppleCare and falls with in the models dates, is this something i should have take care of and see if Apple will replace mine as well?

Cheers folks, It's Friday!
Click to expand...

If your model isn't acting up right now, just be aware that it could happen. You've got till 2016 for this to be resolved. Keep that in mind.
 
promacin said:
same. exact. boat.

i just recorded video of my screen acting up, but sounds like it won't help. their tests aren't infallible and if you can demonstrate the problem they should be willing to work with you, argh... fingers crossed that over the coming weeks they will help out the folks that can demonstrate the problem without failing their tests.
Click to expand...

I hope so. I am not that pissed as the 2011 users. They are having more serious problems. I am majoring in computer science, What I think is. Someone who wrote the diagnosis, he probably didn’t think of all the circumstances will cause the graphic card to fail. I will keep a eye on the program and wait for any further information.

----------
promacin said:
same. exact. boat.

i just recorded video of my screen acting up, but sounds like it won't help. their tests aren't infallible and if you can demonstrate the problem they should be willing to work with you, argh... fingers crossed that over the coming weeks they will help out the folks that can demonstrate the problem without failing their tests.
Click to expand...

The genius bar guy told me. The only condition the repair center will issue a repair is the mac failing the test. If you pass the test and the mac is sent to the repair center, they test it again and it passed, they will return the mac. However we both passed it, even though we have enough evidences to show that we are having problems. I will be just patiently wait. Definitely something wrong with the test.
 
chrfr said:
They will not be replacing your computer. Apple will install a replacement logic board.
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I think you misread my comment. I'm aware they are not replacing our whole Macbook Pro's...

wujin941005 said:
I hope so. I am not that pissed as the 2011 users. They are having more serious problems. I am majoring in computer science, What I think is. Someone who wrote the diagnosis, he probably didn’t think of all the circumstances will cause the graphic card to fail. I will keep a eye on the program and wait for any further information.

----------



The genius bar guy told me. The only condition the repair center will issue a repair is the mac failing the test. If you pass the test and the mac is sent to the repair center, they test it again and it passed, they will return the mac. However we both passed it, even though we have enough evidences to show that we are having problems. I will be just patiently wait. Definitely something wrong with the test.
Click to expand...

It does state it is valid till 2016, so more than likely we will get these problems fixed before that.
 
Hello everyone. I am pleased to have stumbled across this post the other day. After going through this last year, I have not used this laptop since the summer.

qyvNCQa.png


Today was the first time I have turned this 2011 MacBook Pro on since then. I updated to Yosemite and that is about it. So far after powering up I have not experienced any graphical issues. I've yet to plug it into my external monitor, where she really got buggered up.

I spoke to Apple and will be taking this machine in to get diagnosed. Here is what I am worried about. I haven't seen any artifacts yet, but when I used this machine regularly the above screen shot was normal behaviour.

I just ran the Apple Hardware Test (not the extended version) and no errors were returned. How is this possible? Do y'all think they will be running the same tests? Should I run the extended test?

Maybe I am tripping but it just blows me away that so far I haven't seen any artifacts after not using this machine for months.

Anyways I will keep y'all posted on how the diagnosis goes tomorrow...was a little stumped by this.
 
Standard said:
Hello everyone. I am pleased to have stumbled across this post the other day. After going through this last year, I have not used this laptop since the summer.

Image

Today was the first time I have turned this 2011 MacBook Pro on since then. I updated to Yosemite and that is about it. So far after powering up I have not experienced any graphical issues. I've yet to plug it into my external monitor, where she really got buggered up.

I spoke to Apple and will be taking this machine in to get diagnosed. Here is what I am worried about. I haven't seen any artifacts yet, but when I used this machine regularly the above screen shot was normal behaviour.

I just ran the Apple Hardware Test (not the extended version) and no errors were returned. How is this possible? Do y'all think they will be running the same tests? Should I run the extended test?

Maybe I am tripping but it just blows me away that so far I haven't seen any artifacts after not using this machine for months.

Anyways I will keep y'all posted on how the diagnosis goes tomorrow...was a little stumped by this.
Click to expand...

2013 Early MacBook Pro Retina, same situation. Passed the test.
 
Program needs changes

I wasted a bunch of time today taking my MacBook Pro Retina Early 2013 to the Apple store today because I had no doubt my machine has a bad video card that needs to be replaced through this program. My machine exhibits the following symptoms at random times:

-Distorted or scrambled video on the computer screen
-No video on the computer screen (or external display) even though the computer is on
-Computer restarts unexpectedly

So to qualify for the program Apple runs a video test on the laptop which I believe is totally useless and there is really no way for no test program to find a problem when that problem is intermittent.

My machine passed the test, so Apple will not repair the machine under the program. Absurd! I suggest that all others that are in the same position that we petition Apple at the very least. I'm not going to give up without a good fight.


-Mike

----------
wujin941005 said:
2013 Early MacBook Pro Retina, same situation. Passed the test.
Click to expand...

Their BS test is their way to avoid repairing so many machines for free, that's what it comes down to. I'm not going to let that happen, at the very least they will be getting a lot of lip from me. Their test is totally useless. How many of you here have failed the video card test?

-Mike
 
I was going to pay a 3rd party to fix it in the next few days . Tomorrow is my bday happy bday to me . I can't afford a new laptop and I was going to spend my own money. I'm going in tomorrow . I will not leave until it's fixed . I don't care if they give me problems because I installed a second hard drive . The computer shuts off automatically rarely starts up and the screen fails due to the graphics chip . I have had to sit there until close before when they said they wanted money and they fixed it. Hopefully they won't give me trouble . I did the 2nd hard drive when it was out of warranty and don't really remember how to put the old stuff back in. I haven't been abLe to do any work for months . Also my keyboard failed . Does anyone know how much that costs to fix ?
 
mikefla said:
I wasted a bunch of time today taking my MacBook Pro Retina Early 2013 to the Apple store today because I had no doubt my machine has a bad video card that needs to be replaced through this program. My machine exhibits the following symptoms at random times:

-Distorted or scrambled video on the computer screen
-No video on the computer screen (or external display) even though the computer is on
-Computer restarts unexpectedly

So to qualify for the program Apple runs a video test on the laptop which I believe is totally useless and there is really no way for no test program to find a problem when that problem is intermittent.

My machine passed the test, so Apple will not repair the machine under the program. Absurd! I suggest that all others that are in the same position that we petition Apple at the very least. I'm not going to give up without a good fight.


-Mike

----------



Their BS test is their way to avoid repairing so many machines for free, that's what it comes down to. I'm not going to let that happen, at the very least they will be getting a lot of lip from me. Their test is totally useless. How many of you here have failed the video card test?

-Mike
Click to expand...

This......makes me mad. I was going to order a Chromebook today to put Linux on it until I saw this news on the repairs. If no problems persist then so be it but if they are here with no fix then I am left speechless...Keep you posted.

Good luck with your machines guys.
 
mikefla said:
I wasted a bunch of time today taking my MacBook Pro Retina Early 2013 to the Apple store today because I had no doubt my machine has a bad video card that needs to be replaced through this program. My machine exhibits the following symptoms at random times:

-Distorted or scrambled video on the computer screen
-No video on the computer screen (or external display) even though the computer is on
-Computer restarts unexpectedly

So to qualify for the program Apple runs a video test on the laptop which I believe is totally useless and there is really no way for no test program to find a problem when that problem is intermittent.

My machine passed the test, so Apple will not repair the machine under the program. Absurd! I suggest that all others that are in the same position that we petition Apple at the very least. I'm not going to give up without a good fight.


-Mike

----------



Their BS test is their way to avoid repairing so many machines for free, that's what it comes down to. I'm not going to let that happen, at the very least they will be getting a lot of lip from me. Their test is totally useless. How many of you here have failed the video card test?

-Mike
Click to expand...

Put your suspect rMBP on some thermal insulating material or block the vents with a rag and then run furmark in windows until you burn up the gpu. Apple should be replacing these with logic boards whose gpu's that have been re-balled with solder that has LEAD in it. Remember those poor saps who had their 2008 MBP with the defective nvidia gpus? The refurb logic boards in those laptops also died later. The only definitive fix is to send it to a shop which will remove the gpu and re-solder it with the proper leaded solder.
 
magbarn said:
Put your suspect rMBP on some thermal insulating material or block the vents with a rag and then run furmark in windows until you burn up the gpu. Apple should be replacing these with logic boards whose gpu's that have been re-balled with solder that has LEAD in it. Remember those poor saps who had their 2008 MBP with the defective nvidia gpus? The refurb logic boards in those laptops also died later. The only definitive fix is to send it to a shop which will remove the gpu and re-solder it with the proper leaded solder.
Click to expand...

Nobody really does that anymore those were the good ol' electronics days when people actually had knowledge and actually repaired things like I used to (and still do to a certain extent). Instead apple sends the laptops out to a third party who just replaces the logic board because its cheap and fast and requires little to no skill. I don't know what the real issue is but it must be poor insulation/heat related as well. So I just ran that GPU Test someone suggested here through the Mac using terminal and as the machine got very hot I was able to easily reproduce the corrupted image on the screen today after a few minutes of the program running, I even took a video. But Apple Genius bar mentioned that even if you can prove it to them as long as their test passes the machine will not be repaired for free which is total bull. I also heard the tech say the video test program they are using was originally designed to diagnose a video problem on an older machine for a past issue so again that is likely why the test is so useless.

-Mike

----------
enthawizeguy said:
I was going to pay a 3rd party to fix it in the next few days . Tomorrow is my bday happy bday to me . I can't afford a new laptop and I was going to spend my own money. I'm going in tomorrow . I will not leave until it's fixed . I don't care if they give me problems because I installed a second hard drive . The computer shuts off automatically rarely starts up and the screen fails due to the graphics chip . I have had to sit there until close before when they said they wanted money and they fixed it. Hopefully they won't give me trouble . I did the 2nd hard drive when it was out of warranty and don't really remember how to put the old stuff back in. I haven't been abLe to do any work for months . Also my keyboard failed . Does anyone know how much that costs to fix ?
Click to expand...

The out of warranty repair for this issue if they ship it out I think it's around $300-$350 if I remember correctly. Be nice at first that tends to help but push them to repair it for free regardless if you really have this issue.


-Mike
 
magbarn said:
My 2012 has been mostly reliable, but has frozen intermittently. Since I don't want to be stuck with a logic board replacement come March 2016 (Apple only extended warranty for this until February 2016), I'm going to install win 8.1 tonight and run furmark until it dies. These stupid GPU manufacturers (AMD + Nvidia) can't make a reliable portable dGPU on lead free solder it seems. GO BACK TO LEAD SOLDER ALREADY.
Click to expand...

Funny you wrote that, Im installing Win 7 as we speak. Not to run furmark, but just steam inhouse streaming with the hdmi dongle being used. That was enough for the laptop to die within a day last time.

Out of interest where does one obtain a copy of this diagnostics software Apple uses to determine if your laptop is faulty?
 
alvindarkness said:
Funny you wrote that, Im installing Win 7 as we speak. Not to run furmark, but just steam inhouse streaming with the hdmi dongle being used. That was enough for the laptop to die within a day last time.

Out of interest where does one obtain a copy of this diagnostics software Apple uses to determine if your laptop is faulty?
Click to expand...

They use a thunderbolt to remotely start the diagnosis test.
 
ClassicII said:
If you have a 2011 (not 2012 or 2013) and it passes the test but you can show them the distortion in person they can escalate.
Click to expand...

What if its so bad it doesnt even boot into osx without it rebooting itself or crashing.. but you can show them that booting into single user, temporarily moving all ATI/AMD kexts then gets the laptop booting into OSX fine? Or would most geniuses not accept that?

Or does the remote diagnostic software take that into consideration by not using the dGPU to initially load itself up?

Just thinking ahead.. They are the sort of problems I had before the last reflow.
 
On November 2014 Apple gave me brand new 15inch macbook pro retina mid-2014 after multiple repairs for my early 2011 mbp didn't work out. Today I contact apple to request refund for my previous repairs and I am happy to get my money back.
 
mikefla said:
Nobody really does that anymore those were the good ol' electronics days when people actually had knowledge and actually repaired things like I used to (and still do to a certain extent). Instead apple sends the laptops out to a third party who just replaces the logic board because its cheap and fast and requires little to no skill. I don't know what the real issue is but it must be poor insulation/heat related as well. So I just ran that GPU Test someone suggested here through the Mac using terminal and as the machine got very hot I was able to easily reproduce the corrupted image on the screen today after a few minutes of the program running, I even took a video. But Apple Genius bar mentioned that even if you can prove it to them as long as their test passes the machine will not be repaired for free which is total bull. I also heard the tech say the video test program they are using was originally designed to diagnose a video problem on an older machine for a past issue so again that is likely why the test is so useless.

-Mike
Click to expand...


Sorry that Apple is giving you such a hard time.

Where do you think Apple gets the replacement boards from? With prior gpu issues, Apple was believed to sending these logic board to be 'baked' to reflow the bga solder balls as Apple doesn't have a big warehouse full of brand new logic boards. They couldn't even re-start production if they wanted to as the Sandy Bridge/Ivy Bridge CPU chips are EOL and no longer being manufactured.
 
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