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

[Cantisama]

Replacement laptop arrived.

Old laptop:
15" MBP (early 2011), 2.2GHz Quad i7, 4GB (I upgraded later to 8GB), AMD 6750M 1GB, 1650x1080 anti-glare, 500GB 7200rpm (I upgraded later to 1TB)

Replacement laptop:
15" MBP (mid 2014), 2.5GHz Quad i7, 16GB, NVIDIA GeForce GT 750M 2GB, 2880x1800 retina, 512GB flash (paid for upgrade to 1TB), usb superdrive

I went through 3 repairs, all for discrete video failures: one covered under applecare, one I paid for, and the third occurred within a month of the second so it was covered. I was about to do a fourth repair when Apple offered the replacement during a phone call to get a refund on the second repair.

I hope others with repeat laptop repairs like me get a chance for replacement.

 

[macbookprodad]

And bam! Since I got my macbook pro back, i noticed a lag when opening apps and scrolling through web page, as the technician informed me that my HDD has a bad blocks but I didn't believe that so I run AHT - normal test, but i got nothing. But I just finished running AHT in extended mode and got 4hdd/11/40000000:sata error.

Does this mean really that my HDD is dying?

 

[Bomb Bloke]

Apple's opinion is that that particular error means nothing. Whether you believe that is up to you, but your symptoms also don't match up with "bad blocks", at least not specifically; if a program's sitting on a bunch of bad blocks, odds are it'll be less "slow to load" and more "impossible to load". You'll also find the odds of "all your apps residing in bad blocks" to be rather low.

That said, bad blocks aren't the only ailment that can affect a drive - mechanical failures happen more often than one would like to think, and often won't be detectable by any diagnostic tools until the drive suddenly flips from "working" to "unusable". If you're asking whether you should back up your important files, the answer - under any situation - is "yes".

As for whether the drive is the cause of your speed issues, I'd be dubious that any sudden new symptoms that weren't there before the repair, aren't related to the repair. Did the techs perhaps update the OS or somesuch?

 

[fat jez]

If the drive is dying, the retry on blocks will increase until it gets a success. That will slow performance. I'd back it up and replace the drive as a matter of priority

 

[macbookprodad]

Apple's opinion is that that particular error means nothing. Whether you believe that is up to you, but your symptoms also don't match up with "bad blocks", at least not specifically; if a program's sitting on a bunch of bad blocks, odds are it'll be less "slow to load" and more "impossible to load". You'll also find the odds of "all your apps residing in bad blocks" to be rather low.

That said, bad blocks aren't the only ailment that can affect a drive - mechanical failures happen more often than one would like to think, and often won't be detectable by any diagnostic tools until the drive suddenly flips from "working" to "unusable". If you're asking whether you should back up your important files, the answer - under any situation - is "yes".

As for whether the drive is the cause of your speed issues, I'd be dubious that any sudden new symptoms that weren't there before the repair, aren't related to the repair. Did the techs perhaps update the OS or somesuch?

Thanks for the insight, the technician didnt do anything with the software.

The symptoms was not there before the repair.

I am frequetly backing up my files via Timemachine. I decided to order an SSD

 

[slapple]

I am so dissapointed with my 2011 15" Macbook Pro. Had it repaired here in New Zealand under the repair program and less than a month later it is broken again.

I was wondering if the replacement logic boards still had the same problem. Thanks for confirming that they do.

 

[alvindarkness]

Mine finally died again, this is the 4th time, but first time since the Apple replacement program started. I reflowed the gpu myself the first three times.

I took it in (to an authorised repair centre, not an apple store), showed them how it would hard freeze before the osx screen pops up, on any one of the multiple osx installations on the harddrive.. Then booted in single user on the yosemite install, moved the amd/ati kexts to another folder and rebooted - to demonstrate it boots fine without them. Hoping to make a point that its clearly graphics related.

But I dont think the guy really understood and wrote down "problem with amd kexts", which wasnt really the case. But luckily he also mentioned the graphics repair program in his notes so we'll see. Should be getting a call tomorrow, just hope they diagnose it properly and dont give me a bill for their time diagnosing the problem. I can see so much potential for things to go wrong at this stage.

 

[Bomb Bloke]

Should be getting a call tomorrow, just hope they diagnose it properly and dont give me a bill for their time diagnosing the problem. I can see so much potential for things to go wrong at this stage.

Should you run into trouble, call AppleCare's support line directly and explain the situation to them. Odds are they'll be able to set the store straight if need be.

 

[alvindarkness]

Should you run into trouble, call AppleCare's support line directly and explain the situation to them. Odds are they'll be able to set the store straight if need be.

Ends up they diagnosed it as a graphics issue and are going to replace the board for free under the program, quite pleased. Now to see how long the new board lasts.

 

[doubletwist]

I brought my 2012 MacBook pro retina to check it up since it had some video corruption issues,

and through the VST diagnostic it passed, then they said that it passed cuz the VST only checks the integrated intel video card, and the NVidia one is dying so it is not covered by this recall.

I advised the apple genius that in the link:

http://www.apple.com/support/macbookpro-videoissues/

it mentions nothing about 1 or 2 video cards dying whether integrated or discrete so it should be covered but apple is denying this and I have tried to escalate it to management.

Any help on how I should talk to them about this?

 

[slapple]

I took my 2011 MBP to the Apple Store today. Immediately when the Genius Bar guy turned it on, there were horizontal lines all over the screen, so that was a good sign (good to show that it had the video problem). He ran some system tests that passed, but when he ran the video test, it failed. So I'll be getting the logic board replaced for free.

I asked him if the replacement board might fail. He said he's seen a few of these 2011 MBPs have their logic board replaced, but then the replacement board also fails later on. I asked him if the replacement board will have a warranty, and he said 90 days.

But what if the replacement board fails after 90 days and it's still within the window for the extended repair program?

 

[fat jez]

But what if the replacement board fails after 90 days and it's still within the window for the extended repair program?

You're covered for the 90 day warranty or the duration of the replacement program, whichever is longer. Same if you have AppleCare.

 

[loradove]

Replacement laptop arrived.

Old laptop:
15" MBP (early 2011), 2.2GHz Quad i7, 4GB (I upgraded later to 8GB), AMD 6750M 1GB, 1650x1080 anti-glare, 500GB 7200rpm (I upgraded later to 1TB)

Replacement laptop:
15" MBP (mid 2014), 2.5GHz Quad i7, 16GB, NVIDIA GeForce GT 750M 2GB, 2880x1800 retina, 512GB flash (paid for upgrade to 1TB), usb superdrive

I went through 3 repairs, all for discrete video failures: one covered under applecare, one I paid for, and the third occurred within a month of the second so it was covered. I was about to do a fourth repair when Apple offered the replacement during a phone call to get a refund on the second repair.

I hope others with repeat laptop repairs like me get a chance for replacement.

Glad you were able to get a replacement!

I have the same exact model as yours. My MBP died right at the end of January and went through repair twice already. I just set up another appointment for the third time repair now for the same problem (ugh!). Can you share your process on how you were able to get a replacement mbp?

Thanks!

 

[Bomb Bloke]

and through the VST diagnostic it passed, then they said that it passed cuz the VST only checks the integrated intel video card, and the NVidia one is dying so it is not covered by this recall.

Bare in mind it's not a "recall"; they're not offering to replace parts before they fail!

They have, however, publicly stated that they're repairing all systems of these types for any video issues. Quite frankly, I believe the store rep is pulling words out of his behind in an attempt to get you to go away, rather than straight out saying "it passed the test, I think you're lying about your problem, and/or I don't want to ok the repair without the test backing up my decision to give you a free part".

Ironically, to the best of my understanding, it's the NVidia card failures that brought about the program for your model in the first place - not the Intel.

Apple's tests have been known to happily display results stating a system is fine, on a display actively corrupted by the very fault they're supposed to find. Because of their inaccuracy, and because it's not always easy to reproduce the problem when you want to show it off, anyone should consider taking video footage of it before they take their systems in for service.

Can you share your process on how you were able to get a replacement mbp?

Basically, you ask for one. It's rarely offered.

That said, Apple tend to be heavily resistant to agreeing until at least three repairs have already been carried out on the system - for "important" components, at that. The stores tend to be bad places to ask even then; go with their phone support teams instead.

In certain regions (eg here in Australia), however, they're legally obligated to replace on any major failure - if the customer asks.

 

[Cantisama]

Glad you were able to get a replacement!

I have the same exact model as yours. My MBP died right at the end of January and went through repair twice already. I just set up another appointment for the third time repair now for the same problem (ugh!). Can you share your process on how you were able to get a replacement mbp?

Thanks!

Apple emailed me that I was eligible for a refund on a repair I did last year (they are giving refunds now if your problem was the graphics failing, which has been my issue every time I've done a repair). I went to the website linked in the email, put in my info, and Apple quickly called me. While the rep on the phone was entering my info for the refund, I mentioned that my laptop again needs a graphics card repair and wanted to verify that this would be covered under the new extended warranty. He put me on hold, called someone higher up, and next thing I knew another rep was on the phone saying "I see you want a laptop replacement." I reply "Well I never mentioned it before, but if that's a possibility, yes I would love to get this laptop replaced."

Seems ymmv. I already had 3 repairs for the graphics card failing (each requiring full logic board replacement) and was about to do a 4th. One of those repairs occurred a month after another one... defective parts replaced with defective parts.

It's probably cheaper for Apple to send me a new model laptop than to keep replacing this crap. Had they not, the 2011 MBP would have been my first and last Apple laptop. These cost way too much money to be faulty.

 

[slapple]

Any way to check the status of a repair on the Apple web site? The Genius Bar rep said they didn't have my board in stock and would need to order it, but he still said it should be fixed in 3 days. Today's the third day, and I haven't heard anything yet.

 

[Maherma]

Hello everyone!

My early MBP 15" started getting the video problems just before they annouced the replacement. I managed to take it to an Apple store to have it replaced as soon as the program started in Spain.

I work with my MBP so if I don't have my mac I can't work. I left it on the 28th of February and picked it up around th 6th of March. It failed again 3 weeks later. Took it again and the kept the comouter again for about 5 or 6 days (they never have the logic boards in the shop). 2 days later it failed again...

This is getting ridiculous, in just over 2 months I've taken my MBP 3 times to replace the logic board. The last one made my MBP to shut down randomly at all times. I tried to speak to Apple on the phone but unless you have Apple Care they don't speak to you. When I managed to speak to someone they just sent me to Software and they have nothing to do with this. The last time I left my laptop (last Sunday) I asked to speak to the store manager and wasn't very useful. All he said is we'll make sure it gets fixed this time, we'll put a brand new board (right...isn't that what they were doing the other 2 times..I was told they were).

I don't have much faith in them fixing my laptop at this point. I've hears about replacing the laptop if they have to repair it a fourth time. I live my laptop, I have the mat antiglare screen they don't make anymore, but I can't work with this laptop.

My laptop is a MBP Early 2011 i7 2.3 antiglare screen. 8GB Ram and 750GB hard disk. Although I upgraded the memory to 16GB and I use an SSD of 512GB (sent to repair with original specs tho).
My question is, in case it fails again and I qualify for a replacement. Could I pay extra to get 16GB RAM instead of 8 and also hard disk space?

I really hope it doesn't fail again but I want to know my options. Also if anyone is from Spain or can give me some insight about how to talk to anyone more useful on the phone that's be great. Thanks!

 

[MagicBoy]

I know you pain - I had a similar experience a year ago.

In a previous job I used to do hardware repairs for a big chain computer store. Typically you'd get brand new replacement parts for about 18 months as there are a certain amount reserved for warranty repairs. At the point they run out, the manufacturer would supply refurbished parts that have been fixed and tested from the earlier repairs.

In this case I'm certain there are no brand new boards left. They're refurbished with the same design fault hence why they can fail in a similar way soon after the "repair". I've seen zero credible evidence that Apple started remanufacturing 2011 era logic boards especially for this repair programme.

Typically if a machine exhibits the same fault three times the Apple Store replace the machine. Do you have any consumer protection laws in Spain that may assist?

 

[Bomb Bloke]

My question is, in case it fails again and I qualify for a replacement. Could I pay extra to get 16GB RAM instead of 8 and also hard disk space?

Some of those who've posted about having their machine replaced have reported being able to pay to have those replacements upgraded. Eg.

In this case I'm certain there are no brand new boards left. They're refurbished with the same design fault hence why they can fail in a similar way soon after the "repair". I've seen zero credible evidence that Apple started remanufacturing 2011 era logic boards especially for this repair programme.

Quicksilver867 reckons a "genius" told him the replacement boards "aren't the same".

I'm inclined to think that employee's misled at best, but hey, that's what an actual store rep has to say about it.

 

[jcgr96]

My mid 2012 rmbp shows lines on the screen when coming back from long, just from long (4+ hours sleep). The lines stay on the screen for like 10 seconds and leave, have you had any of these symptoms on yours and got replacement board?

 

[Cantisama]

My question is, in case it fails again and I qualify for a replacement. Could I pay extra to get 16GB RAM instead of 8 and also hard disk space?

The upgrade to 16GB would be free since the current gen (mid 2014) MBP 15" is only offered with 16GB, no more and no less.

You would have to pay for the HDD upgrade though. It would be interesting since you bought 750GB but that size is no longer an option. They would likely offer you 500GB, and you could pay to upgrade to 1TB ($500). Or maybe they would be nice and meet you in the middle, $250 to upgrade from 750GB to 1TB.

I miss the anti-glare screen. Unfortunately that isn't an option with retina. I loved my 2011 MBP 15". If didn't graphics card fail all the time, I would happily still be using it.

 

[MagicBoy]

Quicksilver867 reckons a "genius" told him the replacement boards "aren't the same".

I'm inclined to think that employee's misled at best, but hey, that's what an actual store rep has to say about it.

In which case it'll surely have a new part number or revision. The fixed nVidia boards for the older recall did.

I've no reason to doubt Quicksilver867, I'm calling the store genius out for BS.

 

[Bomb Bloke]

My mid 2012 rmbp shows lines on the screen when coming back from long, just from long (4+ hours sleep). The lines stay on the screen for like 10 seconds and leave, have you had any of these symptoms on yours and got replacement board?

Certain models tend to do that when turning on/off, or sleeping/waking. If they only do it then, then that's not something to worry about.

 

[dukebound85]

I swear, do all mbp's with a dgpu have issues regardless of year? It sure seems like it

 

[Maherma]

I know you pain - I had a similar experience a year ago.

In a previous job I used to do hardware repairs for a big chain computer store. Typically you'd get brand new replacement parts for about 18 months as there are a certain amount reserved for warranty repairs. At the point they run out, the manufacturer would supply refurbished parts that have been fixed and tested from the earlier repairs.

In this case I'm certain there are no brand new boards left. They're refurbished with the same design fault hence why they can fail in a similar way soon after the "repair". I've seen zero credible evidence that Apple started remanufacturing 2011 era logic boards especially for this repair programme.

Typically if a machine exhibits the same fault three times the Apple Store replace the machine. Do you have any consumer protection laws in Spain that may assist?

Thanks a lot. Apparently my mac is ready to collect since yesterday morning but they didn't thibk they had to contact me to let me know (via phone or email). So 2 more days of work wasted. Will pick up my laptop in a bit and see how it goes.

I don't think there are any protection laws in Spaim about that. Only 2 years warranty after that you are sort of on your own.

Not confident the 3rd board they have isntalled (4th one counting the one that came with my mac) will fix the problem. It looks like each board they are installing is worse than the previous one..mm

----------

The upgrade to 16GB would be free since the current gen (mid 2014) MBP 15" is only offered with 16GB, no more and no less.

You would have to pay for the HDD upgrade though. It would be interesting since you bought 750GB but that size is no longer an option. They would likely offer you 500GB, and you could pay to upgrade to 1TB ($500). Or maybe they would be nice and meet you in the middle, $250 to upgrade from 750GB to 1TB.

I miss the anti-glare screen. Unfortunately that isn't an option with retina. I loved my 2011 MBP 15". If didn't graphics card fail all the time, I would happily still be using it.

Yeah..I don't want a retina display I love my antiglare one. At this point I don't have much faith in the new repair.

I'm picking it up in a bit....we'll see how this 4th board goes :-/