Apple Recalling Small Number of Third-Generation Apple TVs Due to Faulty Part

[CFreymarc]

How do apple contact the users if they bought the TV 2nd hand or through another seller not apple? They should have a website to check serial numbers. I'd like s free shuffle

Serial number interpretation is rarely public data since it has very little regulation in the electronics industry.

Unlike automotive, where the VIN number format is regulated by the DOT, Apple's serial number format is kept confidential with the occasional leak over how to decode it.

 

[oldmacs]

Wish they had been as quick to fix problems like the iBook G4 and the vram chip.

 

[SteveW928]

How do apple contact the users if they bought the TV 2nd hand or through another seller not apple? They should have a website to check serial numbers. I'd like s free shuffle

Say my device was purchased at Best Buy and not the Apple Store. How does Apple know if I have a faulty box?

I would imagine it is based on serial number and your Apple ID. So, I suppose if you just kept it in a box, you'd not get a letter. But, if you're using it, and Apple knows the serial number range, it's pretty easy to send letters out to the Apple ID address on file.

 

[tuna9720]

I would imagine it is based on serial number and your Apple ID. So, I suppose if you just kept it in a box, you'd not get a letter. But, if you're using it, and Apple knows the serial number range, it's pretty easy to send letters out to the Apple ID address on file.

AFAIK, Apple TV does not require you to use an Apple ID on that,so even though you are using it doesn't mean they would be able to reach you out.
Also you as a customer have the right to not to open the box until as long as you want. But you still deserve to be reached out for a faulty product.

I think their best bet is just announcing a recall on Apple.com..

 

[Eightarmedpet]

Someone should do a teardown of one of these "faulty" Apple TV's. Is it faulty like "oops, you now have an A9 chip and 128GB storage, can we have that back quick?"

My thoughts as well. But then it would ship with a new remote? Maybe just the ATV units got mixed up?

 

[Geekazoid]

AngerDanger, you're a God amongst men.

One question, why?

 

[swingerofbirch]

More likely the faulty part may cause overheating or possibly an electrical shock. I don’t believe in conspiracy theories.

It would be irresponsible and I imagine illegal if they knew of a safety issue and did not make that information public and share it with the CPSC. It's likely not a safety issue as they would have disclosed it as such in the e-mail to affected users. If they merely described it as faulty and someone continued using it and was hurt as a result, I think they would be putting themselves at great risk.

 

[Alenore]

Hmm, and what if I'm a little more specific? Like, no other big company like Samsung, Microsoft, Acer, ASUS or Sony come close to this kind of service. That was actually what I meant.

I mean, I've had great experiences with 'not so big' companies. But when trying to contact a company like ASUS you're just screwed. And Apple? Well, they always have helped me incredibly well with issues. And seeing this kind of news makes me even more proud of Apple's commitment to customer service.

Sony sent me a mail (actual mail) saying the TV I bought was defective and I could get it changed for free simply by sending back a paper.

 

[Popeye206]

Someone should do a teardown of one of these "faulty" Apple TV's. Is it faulty like "oops, you now have an A9 chip and 128GB storage, can we have that back quick?"

My first thought when I read this is maybe a faulty power supply and they are at risk of overheating and catching fire. For them to be so proactive, it would seem they found something they thought might be dangerous?

The world may never know.

 

[powerbook911]

I'm guessing this is third generation Rev. A units? Mine is an original third generation, before Rev. A.

 

[Tech198]

I guess this is only for recently purchased ATV's.

 

[M@C]

Secret sauce inside, confirmed.

 

[OldSchoolMacGuy]

More likely the faulty part may cause overheating or possibly an electrical shock. I don’t believe in conspiracy theories.

Exactly. They didn't accidentally send out some next-gen devices. Those are very closely guarded. They would have noticed them going out long before they got to the customers house.

 

[WestonHarvey1]

Unknown defect with hitherto unseen effects in a inexpensive, low-margin product... and the replacement is OVERNIGHTED?

Anyone else think whatever the defect is, it's a fire hazard?

 

[jimerman]

I just called Apple Support, and told them I heard about the recall. They said there are no recalls at the moment, and that the rumors of a recall are just that - rumors. The Apple website lists all current recall programs, and does not show any for Apple TV https://www.apple.com/support/exchange_repair/

 

[mijail]

I wish Apple had been so pro-active regarding other recalls.

I have an Apple TV that has suffered from intermittent connectivity issues since new. I only happened to stumble upon a secret recall for devices with this issue (within who's s/n range was my unit) ... Unfortunately, I became aware of this hidden recall after my unit was out of warranty and Apple refused to replace it.

This was a surprising disappointment for me.
[…]
Apple needs to do better here. (It would raise the costs of quality and warranty, but send an unimpeachably strong pro-customer safety & service message.)

Totally, heartily agree. My last Macbook started complaining about the battery needing servicing, even though it had less than 60 cycles; Apple said that they would not touch it since it had more than 50 cycles. I insisted to have something done to it, since a previous Macbook got a bulging battery which ended up pushing against the board and broke the fan; Apple still refused, but said not to worry about the battery because they don't bulge any more.

Soon that same Macbook started panicking once a day because of its (Nvidia) GPU; Apple said that there HAD been some recalling, but no longer and they would not do anything to it.

And then of course the battery started bulging and ended up disabling the trackpad. I had to take it out myself - after buying the required trilobe screwdrivers, of course.

The "funniest" thing is that the GPU crashes don't happen if I use Linux (I'm guessing Linux is either using the integrated Intel GPU, or using the Nvidia one somehow differently). So I am having to sell that MacBook as a Linux machine or for parts, because it is plainly unusable with Mac OS X.

I'm still deciding what next computer I will buy. Apple hardware no longer is a guarantee… and Linux is looking better than ever.

 

[SteveW928]

Totally, heartily agree. My last Macbook started complaining about the battery needing servicing, even though it had less than 60 cycles; Apple said that they would not touch it since it had more than 50 cycles. I insisted to have something done to it, since a previous Macbook got a bulging battery which ended up pushing against the board and broke the fan; Apple still refused, but said not to worry about the battery because they don't bulge any more.

Soon that same Macbook started panicking once a day because of its (Nvidia) GPU; Apple said that there HAD been some recalling, but no longer and they would not do anything to it.

And then of course the battery started bulging and ended up disabling the trackpad. I had to take it out myself - after buying the required trilobe screwdrivers, of course.

The "funniest" thing is that the GPU crashes don't happen if I use Linux (I'm guessing Linux is either using the integrated Intel GPU, or using the Nvidia one somehow differently). So I am having to sell that MacBook as a Linux machine or for parts, because it is plainly unusable with Mac OS X.

I'm still deciding what next computer I will buy. Apple hardware no longer is a guarantee… and Linux is looking better than ever.

Yes, there were some bad times with some laptops within a certain time-frame. And, I totally agree that Apple could have done MUCH better in handling it. That said, the battery/GPU issues were kind of industry-wide, and at least for the battery issues, a thing of the past.

I also have one of those MBPs, which runs as a little mini-server on a shelf with some small, silent fans blowing under it. That seems to keep it happy and the GPU isn't really being used much anyway.

 

[Robert.Walter]

Totally, heartily agree. My last Macbook started complaining about the battery needing servicing, even though it had less than 60 cycles; Apple said that they would not touch it since it had more than 50 cycles. I insisted to have something done to it, since a previous Macbook got a bulging battery which ended up pushing against the board and broke the fan; Apple still refused, but said not to worry about the battery because they don't bulge any more.

Soon that same Macbook started panicking once a day because of its (Nvidia) GPU; Apple said that there HAD been some recalling, but no longer and they would not do anything to it.

And then of course the battery started bulging and ended up disabling the trackpad. I had to take it out myself - after buying the required trilobe screwdrivers, of course.

The "funniest" thing is that the GPU crashes don't happen if I use Linux (I'm guessing Linux is either using the integrated Intel GPU, or using the Nvidia one somehow differently). So I am having to sell that MacBook as a Linux machine or for parts, because it is plainly unusable with Mac OS X.

I'm still deciding what next computer I will buy. Apple hardware no longer is a guarantee… and Linux is looking better than ever.

It is both as an Apple fanboy and major investor that I reluctantly up vote your comment.

Ps I had the same experience with my m2011 mba after it was wrecked through overheating due to mountain lion. I was totally disgusted with Apple customer service on this issue.

 

[SteveW928]

It is both as an Apple fanboy and major investor that I reluctantly up vote your comment.

Ps I had the same experience with my m2011 mba after it was wrecked through overheating due to mountain lion. I was totally disgusted with Apple customer service on this issue.

It's funny (well, no, not really) but I listen to the MacNN podcast, and they keep talking about this nostalgic view that previous OS versions were somehow better, but it's just our imagination (or short memory). While there is certainly a point in what they are saying - that there have always been bumps along the way and we just remember the final version where the bumps got worked out (finally) - I think it's overly blind-sighted as well to what has been happening over the last few years.

The hardware issues weren't Apple's fault, though they certainly could have done a better job or addressing them. The OS issue, though fall squarely at their feet. They really need to get their act back together. I'm hopeful about iOS 9 and OS X 10.11, but I think they will be quite telling about what the future holds.

 

[mijail]

And, I totally agree that Apple could have done MUCH better in handling it. That said, the battery/GPU issues were kind of industry-wide, and at least for the battery issues, a thing of the past.

But if the problem is industry-wide and buying a Mac is not protecting me against it, then again - why get a Mac?

I also have one of those MBPs, which runs as a little mini-server on a shelf with some small, silent fans blowing under it. That seems to keep it happy and the GPU isn't really being used much anyway.

The problem is that the GPU crashes where happening even when not using the Nvidia GPU! (as reported by gfxCardStatus). Panics would happen even when the computer was sitting idle… I even tried manually removing the Nvidia drivers so OS X would have to stay in the Intel GPU mode, but I couldn't manage to make it work right (broken color, unusably slow).
(If I install the Nvidia proprietary drivers in Linux it hangs during boot, but I didn't really try to understand why)

Oh, and I didn't mention that I wrote to tcook@apple.com to complain. Soon afterwards someone from Apple Ireland call me to tell me that they were deeply sorry… and that "they could do nothing".

Lastly, as I told them and someone also suggested here: I bought my computer directly thru apple.com, they have my iCloud account, my Macs report to Apple whenever there are system problems, so THEY KNOW BETTER THAN ME WHAT COMPUTER I HAVE AND WHY IT HANGS. It can't be so difficult to detect that a given model of MacBook Pro is panicking every day with a GPU-related trace. So why in hell do they not tell me that there is a recall going on which will fix such GPU problem in my model??
Car dealers do it, even if it takes snail mail! And Apple can't??

 

[mijail]

The hardware issues weren't Apple's fault, though they certainly could have done a better job or addressing them.

What an understatement!

 

[maxsix]

You've got to admit: no other company comes even close to this kind of service. Way to go Apple!

I agree! It only took Apple a FEW YEARS OF DENIAL...being threatened with LAW SUITES... before they Decided To Fix My 2011 MBP.

Operating at Warp Speed, nothing is faster than Apple...

"Reports of failing MacBook Pros have been flooding in since 2013, with many owners of 2011 models with AMD graphics suffering from system crashes and hardware problems that have been described as "Critical".

On 19 February 2015 Apple announced that it is kicking off a repair program for some MacBook Pro models suffering from the graphics issues we've described in this article."



http://www.macworld.co.uk/news/mac/...es-petition-lawsuit-repair-programme-3497935/

 

[SteveW928]

But if the problem is industry-wide and buying a Mac is not protecting me against it, then again - why get a Mac?



The problem is that the GPU crashes where happening even when not using the Nvidia GPU! (as reported by gfxCardStatus). Panics would happen even when the computer was sitting idle… I even tried manually removing the Nvidia drivers so OS X would have to stay in the Intel GPU mode, but I couldn't manage to make it work right (broken color, unusably slow).
(If I install the Nvidia proprietary drivers in Linux it hangs during boot, but I didn't really try to understand why)

Oh, and I didn't mention that I wrote to tcook@apple.com to complain. Soon afterwards someone from Apple Ireland call me to tell me that they were deeply sorry… and that "they could do nothing".

Lastly, as I told them and someone also suggested here: I bought my computer directly thru apple.com, they have my iCloud account, my Macs report to Apple whenever there are system problems, so THEY KNOW BETTER THAN ME WHAT COMPUTER I HAVE AND WHY IT HANGS. It can't be so difficult to detect that a given model of MacBook Pro is panicking every day with a GPU-related trace. So why in hell do they not tell me that there is a recall going on which will fix such GPU problem in my model??
Car dealers do it, even if it takes snail mail! And Apple can't??

By industry-wide, I mean that the problems Apple was having with GPUs and battery-swelling were happening to other computer makers as well.

But, I hear you, and I was like-wise frustrated. (And, I might have a slightly different issue than you.) But, since I've been a Mac user since the late 80s - or, I should say 'owner,' I used them long before that - I recognize my MBP issues as a painful blip over my long-term experience. My Macs, desktop or laptop since then have been back to the level of quality I expect (or, even beyond my expectations). (OS, on the other hand, is a different story!)

My (2006?) MBP runs along quite happily, so long as I don't do anything graphic-intensive on it, and keep it, generally, cool enough. I have a couple of Monoprice magnetic-bearing fans running behind it, and it's elevated on a little stand that lets air get under it. It's been running as a little server / Minecraft server, etc. now for almost 2 years with like 1 reboot.

But, you're absolutely right in that they should have fixed the problem. I wouldn't blame you if you went elsewhere for your next computer, and Apple would deserve that (and, if they actually tracked that kind of thing, they'd see it was a bad business decision). But, unless Apple is really slipping, I'd still advise you (based on long-term experience) to give them another shot, in that I've yet to see their competition do any better.

 

[Heltik]

Customer service done right - send the replacement before getting the faulty one back. Customer doesn't lose anything, and even gains a few $ on the gift card.

Apple didn't design this workflow, but it sure beats how much crud you have to go through when dealing with the likes of Asus.

Had nothing but bad experiences with them over Apple TVs... Bought one for my parents in the UK. It broke, within a couple of weeks (wireless connexion issues)... Exchanged for a new one from Regent street store, again broke with same fault within a couple of weeks... The next time I was in the UK, I took it back again to Regent Street store, but they explained, as it had been purchased in the USA it was out of warranty. Didn't matter it had hardly been used, and showed no empathy with my circumstances (effectively taking 2 days out of my vacations). Before blindly praising Apple, one should consider others' experiences.

 

[SteveW928]

Had nothing but bad experiences with them over Apple TVs... Bought one for my parents in the UK. It broke, within a couple of weeks (wireless connexion issues)... Exchanged for a new one from Regent street store, again broke with same fault within a couple of weeks... The next time I was in the UK, I took it back again to Regent Street store, but they explained, as it had been purchased in the USA it was out of warranty. Didn't matter it had hardly been used, and showed no empathy with my circumstances (effectively taking 2 days out of my vacations). Before blindly praising Apple, one should consider others' experiences.

Agreed. Though to be fair, Apple has had a bunch of general WiFi issues over the last number of years (across their product range), and then more recently, the discoveryd service issue. So, the actual issue may or may not be the Apple TV itself and WiFi issues are challenging even if that wasn't the case. But yea, when problems arise, it isn't all butterflies and unicorns with Apple service... but in comparison to most of the competition, Apple is much better (at least there IS service - but with lots of room for improvement).