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Brand new MacBook Pro 13" 2020 crashes right out of the box

Synna

macrumors member
Original poster
Apr 17, 2020
48
12
Dear Community,

after spending years struggling with an old windows laptop, I finally convinced my partner (photographer/videographer) to get a MacBook and in the end, she got a new 13" Pro (2020) with 32GB of RAM. I also got her a LG UltraFine 5K display to work with. When the new MacBook finally arrived, she was, of course, really excited for all the additional power compared to her old laptop and immediately wanted to use it to work on a video project.

So, basically all we did was set up the device, install Premiere Pro and hook it up to the UltraFine, but working with the new MacBook turned out to be a huge disappointment, as playback of the video in Premiere Pro was painfully slow until at some point, the MacBook didn't respond at all and turned itself off after a while (The UltraFine showed a green screen some time after that). She then continued to work on an old company MacBook Pro 15" from 2013 (not connected to the UltraFine), and somehow, working with Premiere was a lot smoother there and she did not run into any issues or crashes. When she switched on her new 13" in the evening, it said something about having to do a shutdown due to a problem and it seemed to run okay, but of course, she did not work with Premiere then.

So, my question is: What should we do? I was of the opinion that a new 13" MacBook Pro should be suitable for her needs, but the first test was really underwhelming. The video project she was working on was stored on an external HDD, but since this setup works fine on the 15" 2013, I don't think that this could be the reason for the issues. Is the 13" 2020 too "weak" to work with the UltraFine 5K? Or are there any other possible reasons for this kind of behaviour? Have any of you seen anything like this before? Given the fact that, in my experience, MacBooks rarely crash at all, this really worries me. Additionally, since the new 13" 2020 is a BTO, she cannot simply return it, so I am trying to figure out if the machine is, in fact, somehow broken.

I appreciate any advice you could give me about how to proceed.
 

Synna

macrumors member
Original poster
Apr 17, 2020
48
12
Take it back and demand an exchange or refund!

Thanks, I'll try that. I was passing by my local Apple Store yesterday, went in and told them what happend, they said that this shouldn't happen and that I should come in for a repair appointment, which is now scheduled for next Tuesday, so let's see what they are going to do.
 
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kazmac

macrumors G3
Mar 24, 2010
9,343
7,559
Any place but here or there....
Thanks, I'll try that. I was passing by my local Apple Store yesterday, went in and told them what happend, they said that this shouldn't happen and that I should come in for a repair appointment, which is now scheduled for next Tuesday, so let's see what they are going to do.
Yes, she can return a BTO machine, if it is within two weeks of purchase. If it’s slightly beyond that, talk nicely to the manager and request a refund.

Good luck.
 
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Synna

macrumors member
Original poster
Apr 17, 2020
48
12
Yes, she can return a BTO machine, if it is within two weeks of purchase. If it’s slightly beyond that, talk nicely to the manager and request a refund.

Good luck.

Really? Unfortunately, the machine has been bought via an authorized Apple Seller and they even wrote on the invoice that a return is not possible (but warranty etc. is still valid). However, when I send the machine back to the Seller under warranty, they probably will just send it on to Apple, so at the moment, I am hoping that Apple themselves will exchange the machine during the Genius Bar appointment next week.
 
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kazmac

macrumors G3
Mar 24, 2010
9,343
7,559
Any place but here or there....
Really? Unfortunately, the machine has been bought via an authorized Apple Seller and they even wrote on the invoice that a return is not possible (but warranty etc. is still valid). However, when I send the machine back to the Seller under warranty, they probably will just send it on to Apple, so at the moment, I am hoping that Apple themselves will exchange the machine during the Genius Bar appointment next week.
Ah, I see. Hopefully Apple will exchange did you not know that you bought it from a reseller.

Good luck with it.
 
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