Apple Swaps My Six Week Old 15" MacBook Pro For A New Fully Optioned 16" MacBook Pro

[PROFESS0R]

Apple has been good to me, no doubt about it.

1). Apple allows me to return my 2019 MacBook Pro for a new MacBook Pro with the upgraded Radeon Pro Vega 20, after roughly two months of owning the computer (there is a long thread on this, you can find it).

2). Apple replaces this new computer once because of core dumps associated with cpu issues and processor related coredumps associated with intensive processor use (six days, all processors running) during complex regression modeling (statistical analyses).

3). This second computer (third now, if you count the computer apple kindly swapped because I wanted the upgraded graphics) displays similar coredump issues which I have reported and Apple has been trying to diagnose. I have owned this computer approximately six weeks.

So... today...

During a call to update me on Apple's examination of my coredump issues, the apple advisor asks me to hold on for a second while she contacts someone in sales. I was a bit confused, but I held on.

Someone in sales gets on the phone and says:

4) Joe, we are going to authorize a return for your current 2019 MacBook Pro, and we will mail you out a fully optioned 2019 16" MacBook Pro. The only caveat is that you will need to place the order for your new fully optioned 16" computer (and pay for it) and then we will credit you back as soon as you send your current computer back. However, if your new computer costs less than your current computer, we will refund you the difference. If the new computer costs more, we will cover the cost.

I was absolutely stunned.

While many here have serious reasons why they dislike Apple and/or Apple Service... Apple has been unbelievably good to me.

Amazing... simply amazing.

Joe

 

[aakshey]

Apple in USA/EU is usually pretty good. However they do mess up at times. And the service varies a lot from day to day and is based on the mood of the genius. But by and large they do make things right if they pursue them.

It is a different story in the third world. Where they’re better than competitors but unlike in the west.

 

[AustinIllini]

It seems stuff like this happens less often than it used to.

About 7 years ago, my parents bought my sister (who has severe autism) an iPad. She loved it but on about the fourth or fifth day of ownership she broke it (my parents had ordered an otterbox and hadn't gotten it yet). They didn't have the accident coverage back then IIRC, so my mom went with my sister to the Apple Store and told the whole story and they got a replacement.

One of the many reasons I stick with Apple.

Also: Can't wait to hear what the 2919 MacBook Pro is like

 

[aakshey]

It seems stuff like this happens less often than it used to.

About 7 years ago, my parents bought my sister (who has severe autism) an iPad. She loved it but on about the fourth or fifth day of ownership she broke it (my parents had ordered an otterbox and hadn't gotten it yet). They didn't have the accident coverage back then IIRC, so my mom went with my sister to the Apple Store and told the whole story and they got a replacement.

One of the many reasons I stick with Apple.

Ya. I don’t think they would do this now. But you never know, they might if you get lucky.

 

[PROFESS0R]

LOL. It has 64,000 i979 quantum CPUs running at 1 Terrahertz, and gets a 2919 Geekbench score of... wait for it...

1,233,346,113,259,954,648,239,982,064.23

By the way... I corrected the date in my original after fat fingering 2919 instead of 2019 in my original post.

Joe

It seems stuff like this happens less often than it used to.

About 7 years ago, my parents bought my sister (who has severe autism) an iPad. She loved it but on about the fourth or fifth day of ownership she broke it (my parents had ordered an otterbox and hadn't gotten it yet). They didn't have the accident coverage back then IIRC, so my mom went with my sister to the Apple Store and told the whole story and they got a replacement.

One of the many reasons I stick with Apple.

Also: Can't wait to hear what the 2919 MacBook Pro is like

 

[ilikewhey]

i had a similar experience back in 2013, there was some disconnect issue with the onboard sata and dvd drive, after 2 attempts and 2 free ipods, they gave me a bump spec 2013 retina 15 inch for my troubled 2010 unibody 15inch with dvd drive.

customer services is probably the main reason why i switch and everyone i know to apple.

 

[Lobwedgephil]

That is great to hear!

 

[sat24]

$6099 macbook pro here I come!

 

[macintoshmac]

Apple has been good to me, no doubt about it.

1). Apple allows me to return my 2019 MacBook Pro for a new MacBook Pro with the upgraded Radeon Pro Vega 20, after roughly two months of owning the computer (there is a long thread on this, you can find it).

2). Apple replaces this new computer once because of core dumps associated with cpu issues and processor related coredumps associated with intensive processor use (six days, all processors running) during complex regression modeling (statistical analyses).

3). This second computer (third now, if you count the computer apple kindly swapped because I wanted the upgraded graphics) displays similar coredump issues which I have reported and Apple has been trying to diagnose. I have owned this computer approximately six weeks.

So... today...

During a call to update me on Apple's examination of my coredump issues, the apple advisor asks me to hold on for a second while she contacts someone in sales. I was a bit confused, but I held on.

Someone in sales gets on the phone and says:

4) Joe, we are going to authorize a return for your current 2019 MacBook Pro, and we will mail you out a fully optioned 2019 16" MacBook Pro. The only caveat is that you will need to place the order for your new fully optioned 16" computer (and pay for it) and then we will credit you back as soon as you send your current computer back. However, if your new computer costs less than your current computer, we will refund you the difference. If the new computer costs more, we will cover the cost.

I was absolutely stunned.

While many here have serious reasons why they dislike Apple and/or Apple Service... Apple has been unbelievably good to me.

Amazing... simply amazing.

Joe

I'd say that Apple has been really good to you, but Apple's hardware has not.

 

[aakshey]

I'd say that Apple has been really good to you, but Apple's hardware has not.

Ya.

 

[poorcody]

Apple can be a great company in that way, if you get the right person. I think your odds improve when you buy such an expensive configuration as well.

Do you think your last one was crashing due to thermal overload? It will be interesting to see if the heat management improvements will alleviate this problem in your case. Would love to hear back your experience...

 

[Donnation]

I've always had really good experiences in dealing with Apple. They did the same for me a couple of years ago. I purchased a new MacBook Air for my wife and and less than two months later they released the updated MacBook Air. Their service is one of the reasons I continue to buy from them.

 

[linxy33]

No love for me even after buying a $4200 mac. Been trying to get the one person willing to let it slide / take it back. Loongg story short my mac has depreciated to about 55% of what it cost new due to this new laptop.. I lost about $10 every day I had it.. THANKS APPLE

 

[AustinIllini]

No love for me even after buying a $4200 mac. Been trying to get the one person willing to let it slide / take it back. Loongg story short my mac has depreciated to about 55% of what it cost new due to this new laptop.. I lost about $10 every day I had it.. THANKS APPLE

That happens, unfortunately. I would expect if Apple has solved the keyboard issues we won't be seeing this erratic pattern of releasing MacBooks.

You still have an amazing machine, though!

 

[Ma2k5]

No love for me even after buying a $4200 mac. Been trying to get the one person willing to let it slide / take it back. Loongg story short my mac has depreciated to about 55% of what it cost new due to this new laptop.. I lost about $10 every day I had it.. THANKS APPLE

If I recall in your earlier posts there was nothing wrong with your machine - it was just upgrade envy as the reason to get it changed?

 

[PROFESS0R]

I do. My regressions run so long and all CPUs were running full time with fans running full time, that I would be surprised it this was not somehow thermally related. This said, the computer should have built-in protection against thermal overload, yet I do not ever recall the computer shutting down with a notification. The coredump would simply crash the analysis program. Additionally, my 2018 six core never experienced this failure, running the same program under the same OS. I am just happy to be able to test another system to see if Apple fixed the problem. I will most definitely report back.

Apple can be a great company in that way, if you get the right person. I think your odds improve when you buy such an expensive configuration as well.

Do you think your last one was crashing due to thermal overload? It will be interesting to see if the heat management improvements will alleviate this problem in your case. Would love to hear back your experience...

 

[PROFESS0R]

For the most part, true... however, having them upgrade my computer because I wanted the latest graphics card had nothing to do with a hardware failure. The 2019 MacBook Pro was not happy with my configuration for sure.

I'd say that Apple has been really good to you, but Apple's hardware has not.

 

[The Mercurian]

Wow. Now I'm kind of upset my 2018 model has been flawless from day 1 🤣

 

[alphaod]

No love for me even after buying a $4200 mac. Been trying to get the one person willing to let it slide / take it back. Loongg story short my mac has depreciated to about 55% of what it cost new due to this new laptop.. I lost about $10 every day I had it.. THANKS APPLE

Never to buy an exotic car. You're going to lose like $250 a day.

 

[The Mercurian]

I do. My regressions run so long and all CPUs were running full time with fans running full time, that I would be surprised it this was not somehow thermally related. This said, the computer should have built-in protection against thermal overload, yet I do not ever recall the computer shutting down with a notification. The coredump would simply crash the analysis program. Additionally, my 2018 six core never experienced this failure, running the same program under the same OS. I am just happy to be able to test another system to see if Apple fixed the problem. I will most definitely report back.

If I may ask what stats software do you run? I spent most of last week running R/jags model on a 2018 hex core and i had one crash overnight that i suspect was thermally caused but i could not find a clear cause in the logs

 

[PROFESS0R]

My 2018 was flawless running Mojave. My 2019s under Mojave and Catalina... not so much.

If I may ask what stats software do you run? I spent most of last week running R/jags model on a 2018 hex core and i had one crash overnight that i suspect was thermally caused but i could not find a clear cause in the logs

 

[radiologyman]

Had some great customer service from Apple over the years as well. They were generous with repairs/replacements even when it was beyond warranty. There are many reasons I am in Apple ecosystem and this is one of them. You pay premium but you get premium product and service as well.