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Apple won't replace my faulty nVIDIA 8600GTm ** UPDATE: Replaced **

metroid87706

metroid87706

macrumors regular
Original poster
Jul 2, 2008
227
0
New Baltimore, MI
Replaced with unibody on March 31st

OK, so I have been having some graphic issues with my MacBook Pro. Its an Intel Core 2 Duo 2.2GHz Santa Rosa MacBook Pro with a 128MB nVIDIA 8600GTm card. Some more detail on the card:
Chipset Model: GeForce 8600M GT
Type: Display
Bus: PCIe
PCIe Lane Width: x16
VRAM (Total): 128 MB
Vendor: NVIDIA (0x10de)
Device ID: 0x0407
Revision ID: 0x00a1
ROM Revision: 3175
Displays:
Color LCD:
Resolution: 1440 x 900
Depth: 32-bit Color
Core Image: Hardware Accelerated
Main Display: Yes
Mirror: Off
Online: Yes
Quartz Extreme: Supported
Built-In: Yes
Display Connector:
Status: No display connected
Click to expand...
Now if I'm not mistaken, that ROM version is not the Rev. B board version. So I took it in and the test fails. So apparently my card is fine, but its not. I have been having all sorts of issues with the graphics, even after 4 clean installs. One of them I didn't apply the Leopard Graphics Updates and same issue. So they say they can't replace it because it passes their test. What can I do? I need my MBP for school, and can't be having the problems. They claim my card was replaced, but I never took it in for a repair?
Anyway, can AppleCare over the phone help me? I figured they'd tell me to take it in, but as you can see, the Geniuses can't help. Will they be able to help me get this straitened out?

Thanks everyone!
 
metroid87706 said:
OK, so I have been having some graphic issues with my MacBook Pro. Its an Intel Core 2 Duo 2.2GHz Santa Rosa MacBook Pro with a 128MB nVIDIA 8600GTm card. Some more detail on the card:

Now if I'm not mistaken, that ROM version is not the Rev. B board version. So I took it in and the test fails. So apparently my card is fine, but its not. I have been having all sorts of issues with the graphics, even after 4 clean installs. One of them I didn't apply the Leopard Graphics Updates and same issue. So they say they can't replace it because it passes their test. What can I do? I need my MBP for school, and can't be having the problems. They claim my card was replaced, but I never took it in for a repair?
Anyway, can AppleCare over the phone help me? I figured they'd tell me to take it in, but as you can see, the Geniuses can't help. Will they be able to help me get this straitened out?

Thanks everyone!
Click to expand...

Probably a Genius having a bad day or a very uninformed Genius. Call up AppleCare and they'll setup a mail-in-repair for you. Sometimes there's an option for the store to do it for you or you can mail it in. Seeing how the former failed you have the latter. Out of curiosity, when was the Early-2008 MacBook Pro purchased?
 
iLog.Genius said:
Probably a Genius having a bad day or a very uninformed Genius. Call up AppleCare and they'll setup a mail-in-repair for you. Sometimes there's an option for the store to do it for you or you can mail it in. Seeing how the former failed you have the latter. Out of curiosity, when was the Early-2008 MacBook Pro purchased?
Click to expand...

December 26, 2007.
I'll ring 'em up.
 
That's the same exact unit I've got. No problems so far (11 months and counting) but I'm real interested in how this turns out. I'm at the point of having to make a decision on Applecare... or not... by middle of April.

My specs: (and I've definitely not ever taken mine in for repair)

GeForce 8600M GT:

Chipset Model: GeForce 8600M GT
Type: Display
Bus: PCIe
PCIe Lane Width: x16
VRAM (Total): 128 MB
Vendor: NVIDIA (0x10de)
Device ID: 0x0407
Revision ID: 0x00a1
ROM Revision: 3175
Displays:
Color LCD:
Resolution: 1440 x 900
Depth: 32-bit Color
Core Image: Hardware Accelerated
Main Display: Yes
Mirror: Off
Online: Yes
Quartz Extreme: Supported
Built-In: Yes
 
The other thing I can think of is that it might not be a video problem and if so, they should be able to explain it to you somehow. If it's the logic board, I could see them not replacing it for you because it isn't the 8600M GT causing the problems.

What exactly are your problems and could you take pictures? Because you are out of your warranty period, Apple is being very careful in not doing support for something ineligible. You might need to talk to CSR and try to get a CS repair done.
 
Some Pictures.
By CSR do you mean Customer Service Relations? I called 1800MYAPPLE for my first call.
 

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If you have those pictures as proof, call 1-800-APL-CARE and tell them that you are unable to go to a store. Then tell them you have these photos and go from there. Just don't mention the store visits unless they ask.
 
crazzyeddie said:
If you have those pictures as proof, call 1-800-APL-CARE and tell them that you are unable to go to a store. Then tell them you have these photos and go from there. Just don't mention the store visits unless they ask.
Click to expand...

Any numbers to recommend instead of 1800MYAPPLE?
EDIT: If I can READ, i'd see that number. Haha.
Edit 2: Says its closed for the day. I'll call tomorrow.
 
It says it'll charge me $50 to talk to them!
AppleCare Pay Per Incident

Not covered by complimentary support or an AppleCare Service and Support Plan? You have the option to purchase a single incident of support. Four levels are available, depending on the scope of support you need.

iPhone and iPod

For $29 USD, you may purchase a single-incident of phone support for your iPod, iPhone, or iTunes software.

Mac, Apple TV, and Consumer Applications

You may purchase a single-incident of phone support for Mac, Apple TV, or consumer applications for $49.00 USD. Software support includes support for iWork, iLife, Mac OS X, AirPort, Safari, iChat, etc.

Xserve, Xserve RAID, and Professional Applications

Single-incident phone support is available for Mac hardware, Xserve or Xserve RAID hardware, and current versions of professional software such as iPhone Configuration Utility, Aperture, Final Cut Studio, and Logic Studio, or the GUI in Mac OS X Server. The cost is $199.00 USD.

Cross-Platform Integration and Command-Line Interface

For $695 USD, you may purchase a single-incident of phone support for system and network configuration issues including mixed-platform integration support or assistance with command-line interface tools.

For More Information or To Purchase Pay Per Incident Support

For further details about Pay Per Incident offerings, please visit the Terms and Conditions page.
To purchase pay per incident support, please call 1-800-APL-CARE (1-800-275-2273).
Click to expand...

Or I get this for a reason i should get it for free (Image attached)
 

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Did you or did you not purchase AppleCare for this computer?

If not, does the 8600m qualify for one of Apple's special warranty extensions? If so, you will not be charged for the phone call.
 
crazzyeddie said:
Did you or did you not purchase AppleCare for this computer?

If not, does the 8600m qualify for one of Apple's special warranty extensions? If so, you will not be charged for the phone call.
Click to expand...

I did not. I was a few days too late.
As for the repair, see here: http://support.apple.com/kb/TS2377
from supplied link: ... In July 2008, NVIDIA publicly acknowledged a higher than normal failure rate for some of their graphics processors due to a packaging defect. At that same time, NVIDIA assured Apple that Mac computers with these graphics processors were not affected. However, after an Apple-led investigation, Apple has determined that some MacBook Pro computers with the NVIDIA GeForce 8600M GT graphics processor may be affected. If the NVIDIA graphics processor in your MacBook Pro has failed, or fails within two years of the original date of purchase, a repair will be done free of charge, even if your MacBook Pro is out of warranty. ...
Click to expand...
 
Then very clearly tell the Applecare agent you are having a specific issue with your 8600m and you will not be charged for the phone call. They may still collect your credit card info, but they should not charge you for any service, especially since you have photo evidence.
 
crazzyeddie said:
Then very clearly tell the Applecare agent you are having a specific issue with your 8600m and you will not be charged for the phone call. They may still collect your credit card info, but they should not charge you for any service, especially since you have photo evidence.
Click to expand...

I'll be sure to call them again tomorrow. They better not charge me.
 
metroid87706 said:
Any numbers to recommend instead of 1800MYAPPLE?
EDIT: If I can READ, i'd see that number. Haha.
Edit 2: Says its closed for the day. I'll call tomorrow.
Click to expand...

You can also find a local Apple Authorized Service Center. Many times they will get repairs done that Apple refuses.

Best of luck.

Cheers,
 
AppleCare will help you over the phone. Just be polite, but don't take no for an answer. Also make sure you are perfectly clear that although you are out of AppleCare coverage that your issue is specifically related to the 8600m which is covered under the special extended coverage.
 
crazzyeddie said:
AppleCare will help you over the phone. Just be polite, but don't take no for an answer. Also make sure you are perfectly clear that although you are out of AppleCare coverage that your issue is specifically related to the 8600m which is covered under the special extended coverage.
Click to expand...

Kinda upsetting. I can't take no either. I have clients waiting on me for their websites. I'm trying to run the CS4 Suite on a P4 1.6GHz Dell. Fun fun. I had to refund some of their money (lucky me, i Had just 2 at the time) for the slight "delay" I'm having. :(
 
Call up AppleCare, once they notify you that you are not eligible for phone or hardware support tell them that it's related to the 8600M GT and give the agent the kbase article number. Once they glimpse over it, they'll either set up the repair for you, or they will put you on hold and transfer you to Tier 2 or a product specialist. If that doesn't work, then there's no reason to continue arguing with the support agent or the Apple Store, asked to be transferred to CSR (customer relations) and explain the situation, there you will be taken care of 100% whether it be under the extended warranty or CS repair/exception.

Don't stress over it, it's unfortunate you experienced down time but ultimately, you will be taken care of.
 
metroid87706 said:
Kinda upsetting. I can't take no either. I have clients waiting on me for their websites. I'm trying to run the CS4 Suite on a P4 1.6GHz Dell. Fun fun. I had to refund some of their money (lucky me, i Had just 2 at the time) for the slight "delay" I'm having. :(
Click to expand...

THIS is what you need to be telling them... that you're losing money and customers because the product you paid for is not working.

Have you tried asking for a manager or something at the store?
 
redsteven said:
THIS is what you need to be telling them... that you're losing money and customers because the product you paid for is not working.

Have you tried asking for a manager or something at the store?
Click to expand...


Yep. No dice. He said he woudn't help me since it was out of warranty even though I showed him the article.
 
metroid87706 said:
Yep. Mirrors the same thing on it.
Click to expand...

OK, then get to the authorized service center and see if they will get it done under the 8600 warranty extension. I've had good luck with local service centers and try to throw them business whenever possible.

Cheers,
 
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