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Do I ask for a replacement MBP? Help Please

M

MacVixen

macrumors 6502
Original poster
Jan 26, 2009
385
0
Santa Cruz, CA
I have a MBP I bought in November 2007 so it's just barely over a year old. I started having problems with the DVD drive right away - it seemed to be always spinning and wouldn't let my computer "sleep". I sort of ignored the problem for awhile until recently it simply just started ejecting the DVDs as soon as they were put in the drive.

So now my MBP has been at an authorized Apple dealer for 3 days now. First they tried replacing the drive - same issue - the discs were just ejecting. So they hooked up an external drive and had the same issue. So they though it was a logic board problem. New logic board put in today... same problem. But the logic board was tested and seems to be fine. So now they think that possibly the first drive they tried to replace was DOA and want to try to order and install a new one. So now I am looking at next week before I get my MBP back.

My question is at what point do I call AppleCare to see about possibly just replacing the laptop? My gut is telling me that I have a bigger issue here and I don't want to spend weeks letting the shop figure it out.

Any advice offered would be very greatly appreciated. Thanks!
 
If it's under AppleCare, it won't hurt to ask. You might respectfully mention how this has caused you significant inconvenience while they try to figure out the problem. Don't be rude, but showing some frustration may motivate them to resolve the problem as fast as possible.... with a replacement. They may not, but like I said, it can't hurt to ask.
 
Crazy that you waited so long to have the problem fixed.

As for the replacement, they will offer you a new machine after they have made 3 separate attempts to fix the same issue. You're still on the first attempt. Fix and release is one attempt.
 
yeah, i don't know why I waited so long to deal with this. I should have taken it back when it first started acting wonky.

Thanks for the advice everyone. I will wait to see how this turns out I guess... 3 attempts huh? :( I guess I'm just not believing the DOA drive but I guess it can happen.
 
MacVixen said:
yeah, i don't know why I waited so long to deal with this. I should have taken it back when it first started acting wonky.

Thanks for the advice everyone. I will wait to see how this turns out I guess... 3 attempts huh? :( I guess I'm just not believing the DOA drive but I guess it can happen.
Click to expand...

Imagine if it was a bad superdrive and they just replaced a perfectly good logic board for nothing!
 
Why on earth would you wait so long? That's exactly what they'll say, b/c you have no history of these apparent defects/issues. You should have been on the phone as soon as it started acting up, only b/c it can lead to bigger and greater issues. I doubt that they would give you a replacement, only b/c you could have stopped the bleeding months ago. They'll probably take it in for repair, but once again, you have no history with regards to those specific issues. Hopefully you'll get a nice Genius at the Tech Bar and do as you request. Good luck either way, and keep us posted...:eek:

Regarding DOA: I just bought my MBP 2.5 and it arrived with a bad battery; since it was brand new AppleCare authorized a NEW replacement, but I explained that I had transferred my iPhone stuff and software already, and that a new battery would be fine. They balked at that, but sent me the battery the next morning...
 
I have AppleCare so getting the repair done is no problem whatsoever. My husband took it in for me so I have no idea if told them how long the problem has been happening or if it just started. Regardless, I have already been told that this is covered by the applecare warranty.

As to why I did wait so long..... no excuse I guess. It worked, it was just sort of annoying and I didn't want to give the computer up for an extended amount of time - like I have had to now. Oh well, lesson learned. The next time I purchase an Apple product it goes back at the first hint of something wrong!
 
MacVixen said:
yeah, i don't know why I waited so long to deal with this. I should have taken it back when it first started acting wonky.

Thanks for the advice everyone. I will wait to see how this turns out I guess... 3 attempts huh? :( I guess I'm just not believing the DOA drive but I guess it can happen.
Click to expand...

I just had my early 2007 MacBook Pro replaced under AppleCare last week at the Apple Store but it had a lot more than 3 repairs before the store finally offered to exchange it. Good luck getting yours fixed, I can't imagine what else it could be if they've already changed the drive once and the logic board... that's pretty strange.
 
Similar issue...

I have a similar issue. I purchased mine in December of 07. For whatever reason, my machine refuses to sleep on it's own and always has. The battery will just die, or if plugged in, will just stay running all night.

The first time I had it in for repair was in November of 08. They never mentioned anything about, 'why I waited so long?' They replaced the MLB and shipped it back; the problem persisted. So I reformatted to make sure, one last time, that it wasn't software related but the problem remained.

I just took it in tonight and the genius tried for about 25 minutes with no success. It's been shipped out for repair again. I guess this would be my #2?

If it comes back with the same problem I will ask for a replacement, what's the worst they can say/do?
 
cubedweller, are you having problems with the drive at all? When I noticed that my computer wouldn't go to sleep I found that the problem stopped as long as I made sure there wasn't a disc in the drive. Before that though my laptop would just cycle off and on all night. Interesting that we purchased our MBPs around the same time and they have same problem... I wonder if that is a known issue @ Apple?
 
You know, I have had problems with it not being able to read blank CDRs. It would just eject them. It seems to be able to read DVDR's, DVDs and CDs. I highly doubt that is my problem because I hardly ever use the drive.... In fact, I forgot to mention that tonight at the Apple Store! :eek: Oh well!
 
..also, he asked another genius if he had ever seen this occur and he claimed to have never seen the problem before. I know others with similar computers, although none purchased as closely as ours, who don't have this problem.

I should also mention; I purchased mine refurbished.

~E
 
Yup, there's certain brands of CD-R, DVD-R that just don't respond well with all of my Macs. So, if I find a brand that does really well, then I'll purchase that same brand.

MacVixen and Cubedweller, I'm hoping for the best for both of you, keep us posted...:(
 
Any machine can be repaired

MacVixen said:
My question is at what point do I call AppleCare to see about possibly just replacing the laptop? My gut is telling me that I have a bigger issue here and I don't want to spend weeks letting the shop figure it out.

Any advice offered would be very greatly appreciated. Thanks!
Click to expand...

Any machine can be repaired. It sounds like you are hoping they won't be able to fix it so you can get a new one. good luck with that. The reality is, your machine is repairable. I could fix it given the parts.
 
NightSailor said:
Any machine can be repaired. It sounds like you are hoping they won't be able to fix it so you can get a new one. good luck with that. The reality is, your machine is repairable. I could fix it given the parts.
Click to expand...

Actually no, I don't just want a new laptop. I am perfectly happy with my existing laptop and if they can repair it then great. I just don't want it in the shop for weeks while they try to figure it out. A logic board and new drive have already been replaced with no success. My concern was that this might be a bigger issue.
 
I've shared your experiences and dillemma as well, a little too often. I also have a similar predicament in that the machine I was using meets my needs (if it worked) and a new current-model replacement isn't necessarily a positive step. Exactly the same boat - I'm wondering what to do if the latest repairs fail.

Also my problem with anything that's seen as a repair is that it's no longer been tested as a whole from a new build. Regardless of how old a computer is, there are variations in build in terms of a repaired computer vs one that's never seen a shop.

In some cases we've received refurbished computers in place of those we've sent away and they invariably show lower levels of QC than a new machines (And I wasn't aware that you could get lower than Apple's crud new-build QC until we got these). No-one will admit this of course but repairs can vary hugely: Build lines vary less in terms of the assembly procedure.

I have already been promised a refund for a particularly problematic 15" UB MBP transaction as of late, and I'm already using some machines which have taken over the purpose (some of which have needed repair again already). But I also have a couple of older 17-inch MBP's still in at an AASP and an Apple Store. The AASP MBP is on it's fourth logic board, while the Apple Store MBP will be on it's third.

I obviously have zero confidence in either party solving the problems completely, and this would usually be the time I'd ask for a new machine, but if they agreed then I'd likely get a unibody 17 - which means that I'm limited to the runtime of the built-in battery. If I requested an older one and they had it, it'd likely be refurbished and I'm not sure if I want that.

Conundrums.
 
NightSailor said:
Any machine can be repaired. It sounds like you are hoping they won't be able to fix it so you can get a new one. good luck with that. The reality is, your machine is repairable. I could fix it given the parts.
Click to expand...

My goal isn't a 'new machine.' My goal is to have the machine I currently own function properly. I purchased AppleCare to ensure this was the case. If they can't repair my machine, I am entitled to a replacement as stated in the AppleCare agreement.

I spent over $2,000 on my MBP + the cost of AppleCare. I expect it to work 100%.

As an aside, there are downfalls to having my machine replaced with a new one: less FireWire connectivity, mini-display port rather than standard DVI, glossy only screen, etc.
 
cubedweller said:
My goal isn't a 'new machine.' My goal is to have the machine I currently own function properly.
[...]
As an aside, there are downfalls to having my machine replaced with a new one: less FireWire connectivity, mini-display port rather than standard DVI, glossy only screen, etc.
Click to expand...

Yeah, that is how i feel as well. I don't want a new one, because I need the matte display for the work that i do.

I have a 2007 June MBP 15" that has visited applecare for:
-keyboard (non-responsive key)
-top case (keyboard and trackpad died)
-display (#1) (dead pixels)
-display (#2) (crazy flashing lines)
-logic board (general recall)
-Superdrive (melted ribbon connector, broken during logic board replacementb by applecare)

She's functioning now, but I have a strange feeling of "what's next" every time i have to book another visit to my apple tech.
 
Well a week later and I finally got my MBP back after a logic board and 2 optical drive replacements. It seems to be working well, the DVD's now stay in and I don't seem to have the "sleep" issues I was having before. Though my true test of that will be Tiger Woods 08 :cool: That was the one disc that seemed to cause huge problems for me.

Anyhow, thanks for everyone's advice. I now know to IMMEDIATELY take my laptop in at the first sign of trouble - that is what the AppleCare is for, right?
 
You may want to have a look at this thread relating to Tiger Woods 08 and sleep issues.

Glad everything has worked out for you. I'm still waiting for mine to be returned from Apple. :)

~E
 
You should not have to wait more than a week

MacVixen said:
Actually no, I don't just want a new laptop. I am perfectly happy with my existing laptop and if they can repair it then great. I just don't want it in the shop for weeks while they try to figure it out. A logic board and new drive have already been replaced with no success. My concern was that this might be a bigger issue.
Click to expand...

What could be bigger than the motherboard? I suspect it is something like a cable or connector--in any event they should just replace the guts of the machine and get it back to you promptly.

Time to bump up the problem to a higher level. Call the corporate office and ask for Steve Job's secretary--she is the one to make things happen.
 
SFStateStudent said:
Yup, there's certain brands of CD-R, DVD-R that just don't respond well with all of my Macs. So, if I find a brand that does really well, then I'll purchase that same brand.

MacVixen and Cubedweller, I'm hoping for the best for both of you, keep us posted...:(
Click to expand...

Yep, this is completely true about brands. Verbatims seems to work the best. Whatever brand it is that begins with an "M" won't work at all.
 
You will have to a long way to get it replaced.

My June '07 MBP has had replaced:
- the logic board (twice)
- the lid unit (including the screen)
- the optical drive
- the fan units
- the top part of the bottom case (including the trackpad)

Which, given I had the hard disk upgraded myself, accounts for most of the machine!

You can always ask for a replacement, but I'm not sure that works - I have so far found that the best thing is to try and get to talk to an Apple product specialist, take a deep breath, and tell your story from the beginning.

They are concerned with returning your machine to an "out of the box state", and I've had them talk directly to the engineer working on my machine to agree what needs to be done to meet that standard - which IMHO is exactly what you'd want.

Apple will basically replace the machine if they think that is the best investment in it. The rule of thumb for that is three failed repairs of the same or a similar problem.
 
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