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Apple Internal Support Acknowledges MacBook Air Display Issues, Software Update Comin

I am pleased with my local Apple Store, after looking at mine and verifying the problem, they ordered a replacement CTO just like my original. (13"/ 4GB / 256GB)

Two days later it was in. I have no idea how they accomplished that but I'm happy they did. Now if the new one will not fail, I will be satisfied.
 
apple1990 said:
depends on where he works!
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Odds are this guy doesn't like his job much, or he wouldn't risk losing it like this. He might even be on the way out if he feels that risking his job is more valuable to him than not. I can't imagine this guy would be too hard to find. A little deductive reasoning using more data than any of us would have access to would do the trick.
 
I'm happy it isn't a hardware issue and Apple acknowledge it and will solve. I love Apple because of that, they are trying to make their products have as less issue as possible and once an issue is founded, they accept it and try to solve it.
 
res1233 said:
Odds are this guy doesn't like his job much, or he wouldn't risk losing it like this. He might even be on the way out if he feels that risking his job is more valuable to him than not. I can't imagine this guy would be too hard to find. A little deductive reasoning using more data than any of us would have access to would do the trick.
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I hope so, but the only way they could tell without catching him in the act would be internet monitoring but he just just printscreen and put on a memory stick.
 
res1233 said:
Then lets hope they have enough rooms. ;) Also, like I said, they probably already have data that would point to only a few people as likely suspects, so I doubt they'd need to interrogate 47k people.
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I don't know what data your alluding too!

Anyone in a retail store could easily be doing it.
 
apple1990 said:
I don't know what data your alluding too!

Anyone in a retail store could easily be doing it.
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Would people in a retail store have access to this info? Maybe... But I kinda doubt it. Something like what apple considers to be an acceptable level of pixel damage is something that retail would probably have no use for. Same with the latest leak. The data I'm talking about is just stuff they'd know about their own employees. For example, i think it's a safe bet that steve jobs isn't the guy releasing this data, probably not any of the other high ups either, and anyone too low most likely doesn't have access to this info.
 
res1233 said:
Would people in a retail store have access to this info? Maybe... But I kinda doubt it. Something like what apple considers to be an acceptable level of pixel damage is something that retail would probably have no use for. Same with the latest leak. The data I'm talking about is just stuff they'd know about their own employees. For example, i think it's a safe bet that steve jobs isn't the guy releasing this data, probably not any of the other high ups either, and anyone too low most likely doesn't have access to this info.
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All of Apples retail employees have access to this data.
 
apple1990 said:
All of Apples retail employees have access to this data.
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Well, then, like I said, I hope Apple has enough rooms. Maybe Apple will have to make the iNterrogation room, where you're forced to stare at spinning beach balls for hours on end... That there's stuff nightmares are made of! :eek:
 
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res1233 said:
well, then, like i said, i hope apple has enough rooms. Maybe apple will have to make the interrogation room, where you're forced to stare and spinning beach balls for hours on end... That there's stuff nightmares are made of! :eek:
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:d
 
so much for proper screenshots ...

Should have taken a proper screenshot, no? Or is a digital photo the only way they could get these pix?
 
paravis said:
Should have taken a proper screenshot, no? Or is a digital photo the only way they could get these pix?
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Makes it harder to get caught (internet usage checking etc.) if you can get away with whipping out your camera and taking a pic. Makes me think this was done in a retail store, as it would be very difficult in an office environment to do it.
 
I don't get it why that is happened. it's second gen. MBA. I think that Apple already figured out some kind of problem before releasing it. I can't believe it. whatever it is, if something is newly designed, you should wait for next version. Apple product has always been like this. we are not beta testers damn it.
 
1) Not all Apple employees have access to this. Tech Support would. Apple's tech support knowledgebase is compartmentalized. Tier 2 ("Product specialists") have access to more things then the Tier 1 ("Frontline agents") do. Apple Internal is a higher level of trust than the regular knowledgebase, which leads me to believe this was a Tier 2/Genius.

The EFFA is a reference to "Early Field Failure Analysis", which occur when new products (even minor refreshes) are released. If there's a hardware failure inside the first 90 days of a product's release (not 90 days that the consumer owns it), they capture it and send it off to the Mothership. Frontline agents don't do that. Tier 2 and Geniuses do.

2) Apple does not run their entire tech support division. They have a few sites, and farm out the rest. There are sites in Sacramento, Niagara Falls, Peterboro (Ontario), the Philippines, Cork, etc. The employee who did this could be a vendor employee.

3) Tech support sites are supposed to be cellphone and camera-free. USB sticks won't mount. Email is internal only, except for geniuses/tier 2, which has access to apple's external mail server.

4) The IP address of the searcher and a timestamp is embedded in the knowledgebase article (white on white). If you print it (which not all tier 1 agents have access to), you can see it faintly on the page, so printing (even as PDF) wouldn't work out so well...
 
apple1990 said:
Yep we can see what a huge difference that has made :eek:
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Uhh in America it has. It's been declining.

But that's not even the point. I just don't understand the love for Apple that some people have. I mean getting mad at someone that posted this memo and wanting him/her jailed because it's bad press for Apple is stupid.

I'm glad that this came out, was planning on buying a MBA for my gf as a gift. Now I'll wait till Apple clears this up.

Also with this leak, apple can't deny those with an actual problem, so it benefits the buyers of the MBA.
 
pubb said:
1) Not all Apple employees have access to this. Tech Support would. Apple's tech support knowledgebase is compartmentalized. Tier 2 ("Product specialists") have access to more things then the Tier 1 ("Frontline agents") do. Apple Internal is a higher level of trust than the regular knowledgebase, which leads me to believe this was a Tier 2/Genius.

The EFFA is a reference to "Early Field Failure Analysis", which occur when new products (even minor refreshes) are released. If there's a hardware failure inside the first 90 days of a product's release (not 90 days that the consumer owns it), they capture it and send it off to the Mothership. Frontline agents don't do that. Tier 2 and Geniuses do.

2) Apple does not run their entire tech support division. They have a few sites, and farm out the rest. There are sites in Sacramento, Niagara Falls, Peterboro (Ontario), the Philippines, Cork, etc. The employee who did this could be a vendor employee.

3) Tech support sites are supposed to be cellphone and camera-free. USB sticks won't mount. Email is internal only, except for geniuses/tier 2, which has access to apple's external mail server.

4) The IP address of the searcher and a timestamp is embedded in the knowledgebase article (white on white). If you print it (which not all tier 1 agents have access to), you can see it faintly on the page, so printing (even as PDF) wouldn't work out so well...
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I can tell for a fact that all retail employees from specialists to store leaders have access to this!

Your correct about EFFA, but this also applies to any product coming into the store not just ones that go through the bar/tech support.

3rd point is invalid and only store leaders and above have access (now) to internal email externally (if that makes sense).

Not sure about the 4th point!
 
talkingfuture said:
Seems like its not too serious then, was worried it may be a hardware fault.
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I was thinking along those lines, and was just about to add to cart, but something is bugging me:

If this is a software fault then surely every single MacBook Air would be affected, after all, we all run the same operating system.

If this is a hardware fault then it is more likely that a batch of MacBook Air's are effected, which seems to be the case right now.
 
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imeow said:
I was thinking along those lines, and was just about to add to cart, but something is bugging me:

If this is a software fault then surely every single MacBook Air would be affected, after all, we all run the same operating system.

If this is a hardware fault then it is more likely that a batch of MacBook Air's are effected, which seems to be the case right now.
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Or, since we have discovered that the current MBA ships with a few different displays, this could be a software compatibility issue with one of these displays.

Those without the affected display are not having the issue, as is my case.
 
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