Apple Offers Repair Program for 2008 Time Capsule Power Issues

[Mr.Gadget]

How about my failed non-Time Capsule model?

How about fixing my failed non-Time Capsule model? One day it was working, the next, it won't power up. I tried another power brick from my older 10/100 model and still no luck. This lets me know there is a real issue with these. I will try contacting Apple although I won't hold my breath.

 

[DickArmAndHarT]

I received my replacement timecapsule just last week after a considerable amount of arguing from apple. The serial number of the time capsule was different than the serial number on the box it came with so applecare had no record of my purchase date. I simply told them that I wasn't sure exactly when I got it but i was sure it was within the past year. I was continually told how unlikely that was due to the manufacturing date of the device but because there was no proof of purchase date, I got a replacement. Unfortunately, I was told the replacement was most likely a refurbished unit. I explained a used unit was unacceptable demanding instead a new unit or a repair of my original. Eventually I got tired of arguing and just took the refurb.

However, I'm very disappointed with the amount of scratches on the exterior of the device. The unit it replaced was cosmetically flawless. Should I seek a new device?

 

[djellison]

My serial number falls in the range, XX813XXXXXX. However, it is working fine but I am worried that it will fail soon so I am backing up my data at this moment. This means I need to wait for it to fail before it gets replaced. So it is now useless as backup drive

Same here. I stopped relying on mine as a means of backup very VERY soon after purchase.

 

[bobr1952]

I still think an Airport Extreme with an external hard drive is the way to go from a data security standpoint.

So far so good with my Time Capsule--and it is in that serial # batch. It was the easiest solution for me when I made the switch to Mac in 2008. But when it does die, I do plan to use an Airport Extreme with a firewire drive. I also back to an external drive with Super Duper so I am not too concerned about my Time Capsule. Of course it may be awhile before I go this route since I will first try to get a new Time Capsule under the recall if it does die. I have it located at a very low level--all by itself on a glass shelf of my computer desk--so that may have helped it avoid severe heat issues.

 

[macintologist]

Question for anyone with a law background:

When Apple or any company does something like this, aren't they inviting a lawsuit because they are admitting their product is defective?

 

[lostngone]

Kinda strange...

I purchased mine during that time period but I won't know if it is under recall until I get home.

However for a very long time mine has randomly rebooted. It isn't very often however I know when it happens because every time it does happen the Airport Admin utility launches.

EDIT: I always thought it was a software or network related issue.

 

[jrbdmb]

So I guess this means that Apple will admit their was an antenna issue with the iPhone 4 in ... summer 2012 or so.

 

[bawbag]

Question for anyone with a law background:

When Apple or any company does something like this, aren't they inviting a lawsuit because they are admitting their product is defective?

I don't think so because they are offering to fix the problem.

 

[MrZebra]

When Apple or any company does something like this, aren't they inviting a lawsuit because they are admitting their product is defective?

I think they're playing nice to actually avoid that situation and to reinforce customers' "loyalty", giving them the impression that they actually care when in fact they're only doing for good marketing/image.

 

[macrumorsMaster]

I don't think so because they are offering to fix the problem.

They're doing this to head off a lawsuit.

 

[alectheking]

so are they replacing the defective ones with the newer dual band ones? that would be tits cause mines eligible.

 

[Rellet1]

Backup can't have an imminent failure!

My serial number falls in the range, XX813XXXXXX. However, it is working fine but I am worried that it will fail soon so I am backing up my data at this moment. This means I need to wait for it to fail before it gets replaced. So it is now useless as backup drive

--Couldn't agree more with your outrage--

When I check later to see the serial # and assuming mine falls into the noted range I will be calling right away to demand a fix or replacement. I will not wait for a known issue to creep up when not expected. All of us who bought this device did it for piece of mind against such events. Apple admitting a problem regarding these faulty or future faulty devices means consumers need to be offered a fix or preferably a replacement straight away.

Mr. Jobs and Apple need to lay the blame on the designers who did not think about the heat issues rather then punish the consumers who purchased a devise they assumed would make their lives easier and less stressful.

Recall this model and get it over with!

Sorry to rant!

 

[balamw]

Can you provide please short instruction how to wire A/C adapter to it? Because I took apart mine too, so I haven't a warranty now.

http://sites.google.com/site/lapastenague/ documents several options.

http://www.fackrell.me.uk/

has more detail on the internal repairs.

EDIT: Seen @ gizmodo:

2. My broken TC with an intact, perfectly functional hard drive containing a complete copy of everything on all three of my Macs, my entire digital life, just walked freely away from me in the hands of a stranger. Should I be worried???

Glad to see I'm not the only one concerned about this.

so are they replacing the defective ones with the newer dual band ones? that would be tits cause mines eligible.

When I took mine in in May they were going to give me a refurbished 500 GB model, not the current one.

B

 

[WiiDSmoker]

Once again, in spite of their flaws Apple's customer service shines through.

By ignoring the problem for months?

 

[alectheking]

When I took mine in in May they were going to give me a refurbished 500 GB model, not the current one.

B

well WTF good does that do if we get the same damn thing? maybe it's different now that it's "official". I'm flying home tonight and will be ready to get a cured time capsule.

 

[Hawkeye411]

Mine stopped working this past winter. I just called and a replacement is being shipping out to me today!! WOOT!!!!

 

[Rellet1]

well WTF good does that do if we get the same damn thing? maybe it's different now that it's "official". I'm flying home tonight and will be ready to get a cured time capsule.

I find this strange, if it is the same model wouldn't this be inviting the same problem down the road or is there an actual repair that is done to improve the past model?

Maybe you're right, now that it is "official" they are replacing with newer model.

 

[dmm219]

I still think an Airport Extreme with an external hard drive is the way to go from a data security standpoint.

is this working better now? using an AE with an usb drive for over the TM backups used to be flaky and buggy as hell...which is why I went with TC a few years ago...

...have all these bugs been worked out now?

 

[TraceyS/FL]

Mine is in the range.... I'm backing up the data though. We dont use it for time machine, just as a NAS and manually move stuff around.

However, my MBP won't stay connected to it.... It's driving me bonkers.

I have a new airport card in the mbp, so it probably isn't that side of things.

I've been put thru the wringer on the MBP repair, i may try to get them to replace it ahead of it dying. I use it daily for school for the kids, it would take awhile to recover if it up and died.

Ugh.

 

[tommylotto]

I had one of the effected TC's. It stopped working about 5 or 6 months ago. It was out of warranty. So, I just gave up on it. I pulled the hard drive out and put it in an external inclosure. It too stopped working since. I had thrown away the TC part but still had the drive. Since I bought it directly from Apple, they knew what serial number it had. After confirming that my TC was effected, they said that unless I had the unit, there was nothing they could do for me. I explained to the guy on the phone that it was obviously defected, but it did not break until it was out of warranty. It was unreasonable for them to ask me to hang onto a broken piece of equipment for six months until they finally got around to declaring it defective.

45 minutes on the phone. They are sending me a new one. Thanks Apple.

 

[Hawkeye411]

I had one of the effected TC's. It stopped working about 5 or 6 months ago. It was out of warranty. So, I just gave up on it. I pulled the hard drive out and put it in an external inclosure. It too stopped working since. I had thrown away the TC part but still had the drive. Since I bought it directly from Apple, they knew what serial number it had. After confirming that my TC was effected, they said that unless I had the unit, there was nothing they could do for me. I explained to the guy on the phone that it was obviously defected, but it did not break until it was out of warranty. It was unreasonable for them to ask me to hang onto a broken piece of equipment for six months until they finally got around to declaring it defective.

45 minutes on the phone. They are sending me a new one. Thanks Apple.

Excellent!!!

 

[alectheking]

I find this strange, if it is the same model wouldn't this be inviting the same problem down the road or is there an actual repair that is done to improve the past model?

Maybe you're right, now that it is "official" they are replacing with newer model.

I hope so. I'd love me some dual-band for my iPad, iPhone 4, MBP and keep the lower bands for the ps3 and iPod touches.

 

[Rellet1]

I had one of the effected TC's. It stopped working about 5 or 6 months ago. It was out of warranty. So, I just gave up on it. I pulled the hard drive out and put it in an external inclosure. It too stopped working since. I had thrown away the TC part but still had the drive. Since I bought it directly from Apple, they knew what serial number it had. After confirming that my TC was effected, they said that unless I had the unit, there was nothing they could do for me. I explained to the guy on the phone that it was obviously defected, but it did not break until it was out of warranty. It was unreasonable for them to ask me to hang onto a broken piece of equipment for six months until they finally got around to declaring it defective.

45 minutes on the phone. They are sending me a new one. Thanks Apple.

I am very happy that it worked out for you. The device would be great if it always worked but mine seems to drop connections all the time for my wireless network, and I know that it has powered down before. I haven't confirmed the serial # yet but I am sure I purchased in the timeframe noted.

Has anyone heard if the newer models have any of the same issues, or other completely different problems for that matter?

 

[jaw04005]

This has been unwritten policy for awhile. Apple Store Genius replaced mine about 6 months ago without even questioning the warranty status. Said it was a "known issue."

 

[balamw]

I am very happy that it worked out for you. The device would be great if it always worked but mine seems to drop connections all the time for my wireless network, and I know that it has powered down before. I haven't confirmed the serial # yet but I am sure I purchased in the timeframe noted.

Has anyone heard if the newer models have any of the same issues, or other completely different problems for that matter?

Did the dropouts only recently start? I noticed dropouts and significantly slowed connections for a couple of weeks before it finally died for good.

This has been unwritten policy for awhile. Apple Store Genius replaced mine about 6 months ago without even questioning the warranty status. Said it was a "known issue."

They definitely had a written policy that wasn't public. When I took mine to the Genius Bar in May there was one Genius who knew how to locate the issue in their system while the other didn't seem aware of it.

45 minutes on the phone. They are sending me a new one. Thanks Apple.

FWIW I made my own call to Apple to see what they could do to deal with my data security/privacy concerns.

If you live in the U.S. or Japan and want to retain the data on the affected Time Capsule, contact Apple to arrange for mail-in service. Turnaround time for mail-in service will be 3 to 5 days.

Just doesn't give me warm and fuzzies. I don't want to retain the data, I just don't want to send it to them. I'd feel a lot better if they just let AASPs open the affected units and do data transfer/wiping the HDD on site, even if I had to pay for the privilege.

Any HDD with my private data on it that leaves my possession must either be wiped clean or mechanically destroyed.

The first line rep I spoke with said that http://support.apple.com/kb/HT3294 applied and that they would wipe the data from any drive they receive.

When your hard drive is replaced, the previous hard drive is returned to Apple and refurbished. As part of the refurbishment process, Apple erases and reformats all hard drives to help address any concerns about data security or identity theft.

I pointed out that HT3294 did not claim to apply to Time Capsules, and that the "tip" in the middle of the article suggested:

Tip: If you are concerned about data security and your hard disk is still functioning, you should back up your important data and use the secure erase functions in Disk Utility (described below) to reformat your drive before sending in your computer for service.

I suspect the HDD in my TC is fine, and that it is the PSU that failed (as many have), so shouldn't I be able to remove the drive and secure erase it myself?

I then asked for something in writing that would detail the 3-5 day mail-in "data retention" process outlined in TS3351. Would they simply repair the PSU in my unit? Would they transfer the HDD from my unit to a replacement one? Just move the data over to a new drive?

The first rep escalated the call to a senior rep who, after hearing me out again, ultimately decided to send out a replacement unit without collecting the old one. The senior rep suggested that I could take it apart, wipe the drive, and return the pieces to my local Genius Bar for proper disposal.

All in all a satisfactory response.

Dunno what I will do with the TC when I get the replacement since it has already been functionally replaced with a switch and an HP MediaSmart, but I'm sure I'll think of something...

B