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

I just took my 15" RMBP Mid 2012 to the apple store this morning. I had screenshots showing the artifacting and explained that I am suffering from random restarts and scrambled screen. The genius was very nice and ran my computer through the normal hardware test as well as the VST test. My computer passed the VSt but he let me know that since the computer wasn't stressed for very long this may not show the problem. He suggested leaving it with them for a few days, 48 hours he said, so that they could run more diagnostics and put it through its paces. I left it there in hopes that they will see the issues I am having. I will update when I hear back from them.

It's nice to see some of the support team know that the VST is insufficent to show the problem.
 
Took my early 2011 15" MBP into the apple store yesterday.

The problem got so bad on my machine that it hung even from the start up. Failed the VST and they told me it should be a 3-5 day turnaround.

Now let's see if they actually fix the main issue or if this is just a temp fix.
 
Traverse said:
Umm, not a leader. A leader would have acknowledged the problem when the problem started to occur. They've waited too long and I assume many people have already ditched their failed systems and purchased new ones.

And, if all they're doing is replacing the logic board, that won't fix the problem. My fixed logic board died after three weeks or so.
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Exactly. No one believed me when I said these computers have issues. My logic board has failed THREE times and has never functioned well since November. Thanks Apple.

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mints said:
Took my early 2011 15" MBP into the apple store yesterday.

The problem got so bad on my machine that it hung even from the start up. Failed the VST and they told me it should be a 3-5 day turnaround.

Now let's see if they actually fix the main issue or if this is just a temp fix.
Click to expand...

Good luck but don't have faith since it seems to barely remedy the situation. Logic board's failed 3 times. Hooray.
 
Just called Apple and got reimbursed. I'm glad I got to keep this computer. It was top line GPU and i've upgraded RAM and SSD to current standards. Runs amazing. I also have the HD anti-glare screen. I've gotten severe headaches on the newer machines. I'm seriously scared to buy a new machine.

Does anyone have hard evidence that the new replacements actually remedy the problem? Or just the old replacements with same problem?


sangoova said:
Anyone else got below and still having problem with the computer?Image
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JarScott said:
This is exactly what I got here in the UK. I'm really hoping Apple aren't gonna be sly and deny me a repair because I'm no longer covered or under warranty - that's not fair. But someone on here mentioned the program isn't opening in the UK until 27th so I'll wait and see if they'll offer me a repair at that point.
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K4LK said:
Same here. My MBP died 3 weeks ago. Bought a 2014 rMBP. Decided to sell it for parts on ebay. After the first buyer failed to pay, a relist is in progress. I am in Florida.
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This page you are linking to is just to verify which model of Macbook you have (if you don't know which version/model you have. Not to see if you are eligible for the repair program.
 
Last edited:
I'm trying to get my refund.

I called and the person I spoke to left me with a number and extension for me to call once I had a duplicate receipt from my local Apple store - I call and leave voicemail but no return call.

Has anyone processed the refund at the local Apple store? - just want to know if I'm forced to continue dealing with the Noel character that doesn't return calls.

EDIT: Managed to talk to Apple, they agreed to the refund and at first said that it would not include the $12.60 Tax, then later agreed to cover the whole amount including tax.

They sent an email with a link to upload my receipt, and that's done, now for the 4 to 6 week wait for the wire into my bank account. They would not refund to my Discover card.
 
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sualpine said:
How did Apple deny anything? Do you have access to AppleCare repair numbers and failure rates?
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No, but Apple did. Ad they denied it was a defect even after thousands of users posted on the apple support forums about it (many of the threads deleted). They only moved on this after the petitions and class action lawsuits. So yeah, that's how they denied it.
 
sracer said:
That's my concern. My late 2011 MBP 15" suffered from this issue 10 months ago, and now won't even power up. I'm going to attempt to drop it off at the Apple Store, and I can anticipate them claiming that because it won't power up they can't determine if it suffers from the issue.
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Good point, whenever I boot up, I get stuck on a white/gray screen and never make it to the login screen. I have to reboot maybe 30 times before I get to the login screen. I wonder if Apple will even recognize freezing at the gray screen to be a symptom of the dGPU problem (which it is).
 
I can vouch for dGPU issues surrounding booting. When I finally got frustrated enough to take mine in for service, I set about wiping it clean to get ready.

I won't leave my machine with a 3rd party with my data intact. Bad practice, even if you trust the company.

Anyway, as it was reinstalling the OS, the machine would lock up and reboot. It became obvious to me that the dGPU was overheating somehow. At the time I was thinking that the thermal paste was bad (tech tried replacing that first to no avail), but in retrospect, I think the chip just got to the point where it's normal heat range was too much.

Stuck in a loop of trying to get the damn thing to finish installing, I finally let it sit for a while to cool down completely. Next I booted it into the restore utility and started restoring the OS. At that point, I stuck it in my freezer for 30 minutes or so to give it a fighting chance at booting. Fortunately, I was successful. After the OS was installed, I was able to run normally until I taxed the dGPU.

My cost to fix was $426.96 out of pocket. I just spoke with the technician I spoke with Friday regarding the status of the case. He took down some additional info, including my checking account # and routing # and sent it up the chain. Supposedly, I'll know something in as much as 4 weeks. They don't refund state sales tax, so I'll only be getting back $410 if they approve it.
 
Bomb Bloke said:
Why not? The cost of the repair - to you - should've been nothing. So why are they collecting tax out of your coffers?
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I agree, and I did ask, but all I got back was something about dealing with different states and their tax rates.
 
ron1004 said:
I'm trying to get my refund.

I called and the person I spoke to left me with a number and extension for me to call once I had a duplicate receipt from my local Apple store - I call and leave voicemail but no return call.

Has anyone processed the refund at the local Apple store? - just want to know if I'm forced to continue dealing with the Noel character that doesn't return calls.

EDIT: Managed to talk to Apple, they agreed to the refund and at first said that it would not include the $12.60 Tax, then later agreed to cover the whole amount including tax.

They sent an email with a link to upload my receipt, and that's done, now for the 4 to 6 week wait for the wire into my bank account. They would not refund to my Discover card.
Click to expand...

Received an email today.

We’re happy to tell you that we completed your refund.

Amount: 328.6 USD
Method: Direct deposit
Follow-up number: 384026
Case ID: 752952***
Credit memo number: 7582276***
Account number:

You’ll see this refund credited to your account within 15 days.

Thanks,
Apple
Click to expand...
 
FuNGi said:
This will vary by store. Some stores (Reston, VA) typically have the parts (as it was known to be common 1.5 years ago according to the Genius there) and can do the repair in house in 24 hours. This thread has several other in-house repair examples.
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Thanks for pointing that out. The Apple Store I went to direct send the laptop to the repair facility. But that does not mean this is the case for every Apple Store. Apparently, some store will do it in situ. I am not sure whether the depot will repair other things in the computer as well. My battery is bad because I did not charge the computer since it has the video issue. I will report back if the depot fix that problem as well.
 
I was in this situation a few months ago. I had sent my 2011 15-inch macbook pro to the Texas repair center 3 times, and they had replaced every component in the computer (including the logic board two times). My 2011 macbook pro was out of warranty, and I paid Apple $310 to "fix" it.

My local genius bar didn't want to replace the computer and insisted that they never replace out of warranty computers. I left the genius bar and called AppleCare and asked to speak to a supervisor. The supervisor called my genius bar and arranged for me to receive a brand new computer.

I'm pretty sure that Apple has an internal 3 repair lemon policy. When Apple repairs your computer, they give you a new 90-day warranty, which is subject to US warranty laws. US warranty law doesn't require manufactures to have warranties, but since Apple includes a 90-day warranty with repairs, they are instituting a new warranty and are then subject to warranty law. US warranty law states that if an issue is not fixed within a "reasonable" amount of repairs, then the customer is owed a replacement or refund.

I never brought up warranty law in my discussions with the supervisor. I did, however, tell the supervisor that every single component in my macbook pro had been replaced and some parts had been replaced twice. I told him that future repair attempts were just wasting my time and that each subsequent repair was damaging Apple's relationship with me as a future customer.

I didn't flat out ask for a new computer, but I did ask for "other options" and said that the current repair process was obviously not working for me. Also, make sure you speak to a supervisor. I would insist on it. I don't think standard AppleCare employees have the power to pick up the phone, call the local genius bar, and arrange for a new macbook pro replacement.

I was also able to call Apple when they instituted the repair program and get a refund for my $310 repair. And I got to keep my new computer!
 
jdsipod said:
Anyone know if they will still fix it even if you have upgraded the RAM and taken out the superdrive and put in another Hard Drive?
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Don't know about the superdrive, but I had upgraded my RAM. Upgrading RAM does NOT void the warranty (at least on the 2011's). Not sure about the superdrive. After my first unsuccessful repair, they tried to blame my RAM for the problem. I had to put the original RAM back in for them to resume repairs.

I would recommend putting the original OEM parts back in and then bringing it in for repair.
 
illini15 said:
Don't know about the superdrive, but I had upgraded my RAM. Upgrading RAM does NOT void the warranty (at least on the 2011's). Not sure about the superdrive. After my first unsuccessful repair, they tried to blame my RAM for the problem. I had to put the original RAM back in for them to resume repairs.

I would recommend putting the original OEM parts back in and then bringing it in for repair.
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Damn, I don't know if I remember where I put everything, and my original hard drive is now just a blank drive for extra storage
 
illini15 said:
Don't know about the superdrive, but I had upgraded my RAM. Upgrading RAM does NOT void the warranty (at least on the 2011's). Not sure about the superdrive. After my first unsuccessful repair, they tried to blame my RAM for the problem. I had to put the original RAM back in for them to resume repairs.

I would recommend putting the original OEM parts back in and then bringing it in for repair.
Click to expand...

Damn, I don't know if I remember where I put everything, and my original hard drive is now just a blank drive for extra storage
 
illini15 said:
Don't know about the superdrive, but I had upgraded my RAM. Upgrading RAM does NOT void the warranty (at least on the 2011's). Not sure about the superdrive. After my first unsuccessful repair, they tried to blame my RAM for the problem. I had to put the original RAM back in for them to resume repairs.

I would recommend putting the original OEM parts back in and then bringing it in for repair.
Click to expand...

The local Apple Store accepted mine twice with third party RAM and an SSD. They advised it wasn't an issue if those components passed the diagnostics tests as they repair instore. Can't comment on the Superdrive, but I'd reinstall that if it was my machine.

The OEM parts went back in when the machine was replaced after three repairs each within the 90 days.
 
logicstudiouser said:
Does anyone know if Apple has fixed the faulty logic boards for this repair program or are these the same faulty replacement parts?
Click to expand...

I have sent in my RMBP for faulty GPU - Shipped it to Houston for repair on Monday and received it back on Wednesday. Guess what was replaced...MY RETINA DISPLAY and not even the logic board.. I'm still receiving GPU Panics! You know how many Times I had to replace my display before I got a non-yellowed one?! Jesus! Apples turning into comcast!
 
SCalkins, at this stage it's being assumed that they're replacing parts which failed due to the design fault with parts that haven't yet failed due to their design fault.

It's possible that you do, in fact, have a different logic board to before.

Is your new screen yellow?
 
SCalkins said:
I have sent in my RMBP for faulty GPU - Shipped it to Houston for repair on Monday and received it back on Wednesday. Guess what was replaced...MY RETINA DISPLAY and not even the logic board.. I'm still receiving GPU Panics! You know how many Times I had to replace my display before I got a non-yellowed one?! Jesus! Apples turning into comcast!
Click to expand...

How did you know it was the same logic board? GPU panics might be: a) common to both the old and new logic board, or b) software driven. Crazy if true.
 
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.
Click to expand...

Just got mine back. No lines on the screen anymore...it's...beautiful
 
Hi all,

I know a few if you have had issues with still passing the VST. My early 2011 15" MBP has dGPU issues which prevent the device from booting into OSX reliably. However it still passes the extended Apple Hardware Test (which I assume contains the VST?).

It is defiantly the gpu as the problem can be temporarily resolved by heating up the GPU with a heat gun to reflow the solder.

I just wanted to know how y'all got on?
 
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