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

Brought mine in on the 22nd and got it back on the 26th. I had an SSD and 16GB after-market RAM, both of which I installed, and the repair wasn't denied.

My early '11 MBP17 was stored in my closet for months after the logic board failed (about 2 months after my Applecare expired). Although I wasn't happy when the computer failed, glad Apple took care of this issue.

I have a fully functional MBP17 now. Happy camper here. For those curious, I've attached an image of what was repaired on mine.
 

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Well they fixed mine but not the way I hoped. I brought in a 2.4 ghz machine with a Radeon 6770. I got back a 2.0ghz with a Radeon 6490. Now I have to somehow prove what I had without the old logic board as proof.
 
zaxcom said:
Well they fixed mine but not the way I hoped. I brought in a 2.4 ghz machine with a Radeon 6770. I got back a 2.0ghz with a Radeon 6490. Now I have to somehow prove what I had without the old logic board as proof.
Click to expand...

Your serial number should tell them what spec your machine was before Apple downgraded it.
 
boomhower said:
Good idea, I'll give it a shot.

Assuming they fix it is there a way to turn off the discrete graphics all together? I don't need it and would rather just run on the internal graphics to abound this problem from recurring.
Click to expand...

There's an app called gfxcardstatus that lets you force which gpu is used.
 
repair program experience

Went through quite an ordeal getting my mid-2012 mbpr repaired. Was having random freezes/restarts when playing video - classic early video failure symptoms, but not frequent enough to guarantee them occurring during the Apple Store "test". As others have said, this test is a complete joke and clearly not designed to stress the machine in any significant way. If you're relying on this test to qualify you, don't -- you basically need to show your machine's video going nuts or shutting down in front of someone to qualify for the extended program, unless your machine is so far gone that you can predict it will fail in any given 15-minute window.

When I reiterated that I was 98% sure this was the video issue based on my extensive reading about the symptoms, they suggested I send it to their repair facility for additional testing. I hoped that they might have more sophisticated or appropriate methods available there. They assured me that they would call with the results of the testing and offer me a choice to pay for a new logic board if they couldn't find a video error themselves. I made sure to confirm I was not authorizing any paid work in advance, because I didn't want to send them a laptop saying "please fix this under your remediation program, but if you want to bill me anyway, that's cool" for obvious reasons. I wanted to hear what they had to say, and then I'd decide whether to pay them the $310 or not.

Five days later I got a call saying my machine was back. I thought they must have confirmed the video problem and replaced the logic board, since I hadn't heard from them about any diagnosis. But when I arrived at the store, they said I owed them $310 - they had replaced the logic board after not identifying the issue. They had also weirdly enough replaced the upper clamshell and the magsafe power board - neither of which I had requested, but their tests had apparently identified issues with both (I hadn't noticed anything in everyday use). The repair center charges a flat rate of $310 whether they fix one problem or several, they told me - and since the total value of these repairs was pushing $1k, I should be thrilled it was so cheap.

I replied that I had never authorized ANY paid work to my machine, I was simply hoping for a more thorough diagnosis by more experienced techs at the repair center, and I had been assured that I would have an opportunity to say yes or no to any paid work they suggested. This resulted in about a half hour standoff with a series of employees and finally the manager, which finally resulted in them canceling the bill. They finally admitted that not getting my OK before making paid repairs was their mistake, and that they'd have to eat the charge. They were reluctant until the end, and tried to make me feel like I was the jerk for not going along with their bait and switch.

Lessons? Even though Apple has technically admitted a defect, it is not trying very hard to fulfill on it - don't expect anyone to take your word for it, and don't expect a useful test in the store. I'd suggest using your own test (maybe one of the video stressors suggested upthread) and trying to convince a genius that you have nothing to gain by asking for a new logic board if yours was working properly. Be persistent - they've been dug in for a long time on this issue, but they're in the wrong, and I think enough people know they're in the wrong that they'll have to do the right thing eventually.
 
northwall said:
Five days later I got a call saying my machine was back. I thought they must have confirmed the video problem and replaced the logic board, since I hadn't heard from them about any diagnosis. But when I arrived at the store, they said I owed them $310 - they had replaced the logic board after not identifying the issue. They had also weirdly enough replaced the upper clamshell and the magsafe power board - neither of which I had requested, but their tests had apparently identified issues with both (I hadn't noticed anything in everyday use). The repair center charges a flat rate of $310 whether they fix one problem or several, they told me - and since the total value of these repairs was pushing $1k, I should be thrilled it was so cheap.
Click to expand...

I agree that they needed to obtain authorization before performing work. The $1k thing is not at all true. Basically if something is out of warranty and repairs are going to be expensive, they authorize depot repair, which is a flat rate. That probably doesn't apply to third party repair facilities where repairs are likely to be ala carte. It is how Apple does it though. Bear in mind parts are often refurbished.
 
northwall said:
Lessons? Even though Apple has technically admitted a defect, it is not trying very hard to fulfill on it - don't expect anyone to take your word for it, and don't expect a useful test in the store.
Click to expand...

Unfortunately, these repair programs are less about "fixing problems" and more about "making sure the problems are being dealt with on Apple's terms". As opposed to, say, the terms of a lost class action lawsuit.
 
yah I wish someone would have warned us. i really wanted to keep my macbook pro 17, and it just sat here for so long and apple did nothing. after the yosemite upgrade, it was slated on the brink of devastation. with a video issue impossible to make the cut. i loved my 17 and I lost a great deal of my investment with it. there should be some type of inclusion for owners who never were given the opportunity to have the issue repaired but endured pain and suffrage.
 
Happy customer

Hey guys here's an update my early 2011 MacBook Pro 15 inch problems and what Apple has done to address the issue. This last Friday I went into my local Apple store in Tampa and complained about the usual problems of graphical glitches and white screen just shut off. The guy ran a graphics test twice and it past twice. I told him for some reason it's not showing up now but I'll allow him to keep it overnight and you'll run the graphics test again when you can. He said it would cost me $310 out of my pocket if they could not find fault with my machine.anyway after dropping my laptop off I got a call from Gary at the local Apple Store saying that they would cover my fix for free as well as fix some other problems that where not included in apples recall bulletin. Have not gotten my computer back yet but expected back this Wednesday, I was speaking to another guy there this time it was a third problem he was having with his 2011 15 inch MacBook Pro . he told me that he thinks they may give them a brand-new MacBook Pro 15 inch non retina. I hope they do this for me too ha ha Ha. Anyway I'll update you guys when I get my laptop back.
 
They really fixed it

My MBP 15in was unusable with the GPU issue and I called Apple about having it repaired with the program they have now to fix them. They told me my particular serial number was not covered, so after complaining to them a bit I asked them to send me a box anyway so I can cover the flat rate repair costs. They sent me the box and I sent it to them. On the online tracking page it said they were repairing it and then a day later they sent it back. It just arrived this morning and they changed the logic board, optical drive, battery, memory and magsafe board. Its practically a whole different system now. I am sure there were enough angry customers threatening to cause a bigger PR problem if they didn't fix the issue. Now they get to confiscate the bad boards and prevent a bigger lawsuit. I am sure their legal fees are higher than any price it costs to just fix the stupid things. I hope this time the thing can last longer than the first one.
Macs these days are fast enough to last a very long time. We don't need faulty parts getting in the way of that.
 
enthawizeguy said:
So I got my mbp this morning. They replaced the battery , logic board and keyboard and top and bottom case but took out my 16gb of ram and replaced it with 4 and only my ssd drive shows up and not my terabyte drive . The lady at apple is looking into it the situation . She said they would send me new ram . But the hard drive situation sucks cause I am going to have to open it up and see if they just threw out my 1tb drive or didn't connect it and left it in there . Anyone else had this problem? They said my ram had issues which im thinking was just cause it wasn't Mac ram.
Click to expand...

Hi. Does this mean you sent in a MPB with a HDD in the DVD slot? I have the same build and wonder if I should take the extra HDD out before delivering it for service.
 
EsquireKnight said:
Brought mine in on the 22nd and got it back on the 26th. I had an SSD and 16GB after-market RAM, both of which I installed, and the repair wasn't denied.

My early '11 MBP17 was stored in my closet for months after the logic board failed (about 2 months after my Applecare expired). Although I wasn't happy when the computer failed, glad Apple took care of this issue.

I have a fully functional MBP17 now. Happy camper here. For those curious, I've attached an image of what was repaired on mine.
Click to expand...

Wow. Looks like you essentially got a new machine. Good thing you hung onto it and didn't sell it for parts. What will you do with it now?

zaxcom said:
Well they fixed mine but not the way I hoped. I brought in a 2.4 ghz machine with a Radeon 6770. I got back a 2.0ghz with a Radeon 6490. Now I have to somehow prove what I had without the old logic board as proof.
Click to expand...

That sucks. I'd escalate to a consumer relations agent at this point and make the case that you can't work without your machine for another X number of days.
 
Guys,

for those who have had the repair done under the repair program, can you confirm that you have had your logic board replaced with the same logic board as you had before.

If it is the same, with the same GPU, I'm guessing the GPU problem will just re-occur at a later date?

Also, anyone from the UK who has taken it in for repair under this program? Would be interesting to hear your story.

Thanks :)
 
Hustler1337 said:
Guys,

for those who have had the repair done under the repair program, can you confirm that you have had your logic board replaced with the same logic board as you had before.

If it is the same, with the same GPU, I'm guessing the GPU problem will just re-occur at a later date?

Also, anyone from the UK who has taken it in for repair under this program? Would be interesting to hear your story.

Thanks :)
Click to expand...
Mine appears to be the same as original logic board.

They say that the parts used in the flat rate repairs can be new, used, or refurbished, which could mean that the GPU has be re-flowed, but who knows.
Mine is working great since the repair in Sept 2014.
MacBook Pro (17-inch, Late 2011)

Hardware Overview:

Model Name: MacBook Pro
Model Identifier: MacBookPro8,3
Processor Name: Intel Core i7
Processor Speed: 2.4 GHz
Number of Processors: 1
Total Number of Cores: 4
L2 Cache (per Core): 256 KB
L3 Cache: 6 MB
Memory: 8 GB
Boot ROM Version: MBP81.0047.B27
SMC Version (system): 1.70f6
Serial Number (system): C02GV1KJDV11
Hardware UUID: EFAA48C5-A7C5-55F3-A624-DE88190896FF
Sudden Motion Sensor:
State: Enabled
Click to expand...
 
yea i sent it in with the 2nd hard drive in... unfortunately when i got it back the 2nd hard drive wasn't working. I thought it was the sata cable so i replaced it. It wasn't. I put a different hard drive in and it is working. I put the drive that was in the optibay into the main bay and it worked. I am pissed I really want my 1tb drive to work in the optibay as my ssd is in the main bay. I dunno what to do
 
enthawizeguy said:
yea i sent it in with the 2nd hard drive in... unfortunately when i got it back the 2nd hard drive wasn't working. I thought it was the sata cable so i replaced it. It wasn't. I put a different hard drive in and it is working. I put the drive that was in the optibay into the main bay and it worked. I am pissed I really want my 1tb drive to work in the optibay as my ssd is in the main bay. I dunno what to do
Click to expand...
That sucks. Was the second drive you tested smaller than 1TB? Maybe the routing in the new motherboard can't support the size of the drive in the optibay? Mine is in now, for check and with the optidrive in. Hopefully they'll accept it.
 
Don't call it Radeon gate. They are actually clueless. I hate to say late 2011 MacBook Pro video problems. And then they got what I was talking about.
 
No go. How have people with a data doubler got it done. And I was denied for once having one. This is bs.
 
It's not BS, it's Apple reserving the right to not cover machines with extensive modifications. RAM and HDD upgrades are allowed as they are intentionally user accessible.

My advice would be to put the superdrive back in and return it to a standard configuration.
 
Ha. Sorry. You knew what we were talking about. So I just didn't mention the data doubler again. Yes the data doubler was out when I went in for the repair.
 
It didn't make sense. Seriously.

My first thought was : "Why are they saying it's out of AppleCare when it's a no-cost repair extension?"
 
It made perfect sense. The trick is to read from left to right, top to bottom - he said he once had a data doubler in there, you suggested removing it, he repeated that he already had, you got even more confused... :p
 
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