Macbook Pro and Applecare problems.

Discussion in 'MacBook Pro' started by Draft, Aug 30, 2006.

  1. Draft macrumors 6502

    Jun 18, 2002
    Chicago, IL
    (Aug 14)

    I bought a Macbook Pro (MBP) from Amazon on May 13. It was a stock 15” with the 1.8 GHz processor and a serial number starting with W861. About 3 weeks ago I had my first random shutdown. During normal tasks (surfing the internet, checking email), the machine would randomly shut down. Up until a week ago, it only happened intermittently (about 1-2 times per week). Then it started crashing after 20 seconds or less when it reached the desktop after startup.

    When the frequency increased, I called Apple and they had me ship it in. I called them on Sunday, Sep 30 and shipped the MBP back on Tuesday Aug 8. They “fixed” the problem on Aug 10 and it was back to me on Friday, Aug 11. The "Service Detail" showed the following fixes:

    -Battery (They said my serial qualified for the battery replacement)
    -Hard Drive
    -HDD ASSY (I assume this means hard "drive assembly")

    As soon as the machine was in my hands, I started it up and within 2 minutes of turning it on, it shut down. I started it up again, and the same problem occurred. Needless to say I was livid at this point. On Saturday, Aug 12 I called Apple support back and it happened while I was on the phone to them (1 hour 5 minute phone call). I’m sending it back as soon as the box comes in.

    The most frustrating part of this experience is how easily reproducible the problem is. Whoever "fixed" it clearly didn't test anything. Another irritating problem is that they errantly replaced the hard drive (which I couldn’t back up due to the frequency of shutdowns) and now I’m out all of my data.

    Update (Aug 22)

    I received the computer back within 4 days of shipping it out. The "Service Detail" said that they replaced the main logic board (MLB). I immediately turned it on and it ran fine for about an hour or so then proceeded to turned off. It continues to show the EXACT same symptoms that it showed before I sent it in.

    Another 30 minutes on the phone to Apple and they aren't replacing it. Sheer frustration. The support person(Eric) said that he was going to talk to a "specialist". Meanwhile, I'm stuck with an unusable computer. Awesome.

    Update (Aug 29)

    After nearly a week of not hearing back from the support person with news from the "specialist", I called the main support line back. Another 20 minutes of waiting and I was back talking to another support person(Sean). I described the problem to him and he said that I needed to send it back in to get it "fixed". I asked him for a replacement and he said they haven't deemed it replaceable yet. After a 15 minute rant from me about how horrible their customer service is and how inept their technicians are at diagnosing and testing, he is having me try to re-seat the ram. If this doesn't work, I am to call him back tomorrow and set up ANOTHER (3rd) return for this.

    I have now been without this computer for 1 day shy of 1 month and there is still no fix in sight.

    Update (Aug 30)

    After having no luck with re-seating the ram last night, I was back on the phone to Sean. He scheduled the return, admitting that it probably won't be fixed when it is returned.

    About an hour after getting off the phone with Sean, Eric calls me back (finally...). He said that sending it in again is probably not the solution, so, pulling at strings, he says that he wants to send me new RAM to see if that fixes the problem. I ask him if they can send me a new one. He says no, because it hasn't been sent in for repair 3 times, hence, still repairable.

    At this point I lost it. This guy, who hasn't called me back for more then a week, is telling me that the machine can't be replaced even though the motherboard, hard drive, and battery have been replaced to no avail. After another tirade, I ask to speak with his supervisor. He tells me that his level is the highest level of support. I then tell him that I want to talk to the customer satisfaction department to file a formal complaint. He tells me that he is going to type out the complaint and file it with this department. These technicians can do it all!! (Except tell me why my computer doesn't work) I can only imagine how "unbiased" his written complaint is. After all, it's DIRECTLY about him.

    Can it be that Apple technicians don't have supervisors? Does Apple not have a customer satisfaction department available to the public? Either way, here I sit, broken computer in hand, 1 month after my original support call, with no foreseeable end to this idiocy...


    Related links: (One of many threads on Apple's discussion board),39033341,39267968,00.htm
  2. milozauckerman macrumors 6502

    Jun 25, 2005
    #3 and are your friend.

    E-mail those (blind CC - I can't remember which I used) with a calm, measured account of your experiences and you WILL receive a call back from the Executive Relations customer service people within 24 hours.
  3. Draft thread starter macrumors 6502

    Jun 18, 2002
    Chicago, IL
    That can't be true. Also, why isn't the customer service contact information readily available on the Apple website?
  4. mini.boss macrumors member

    Aug 8, 2006
    Considering the cost of AppleCare then they really should tier their support structure. You're paying alot of money for a warranty on a bum product so they should at least test the machine out better or arrange some sort of exchange program.
  5. fallacy macrumors member

    Aug 30, 2006
    What's goin on?

    I'm new. Brand spanking new to mac, literally 2 weeks old. WHy the hell am I reading about all this bad press about the invincible mac? I just bought a macbook and i've heard plenty of bad stories, (this probably being the absolute worst) about orange pink stains on the tracking pad to loose keys and hot batteries..

    -and what is this thing I keep reading about with regards to the "week" of the macbook? Is there a place I check against my serial number to see if I have a defective macbook. Incidentally, in the 2 weeks i've had it, it's been pretty damn good.

  6. vv-tim macrumors 6502

    May 24, 2006
    This really leaves me with little hope...
    I don't want to send my MBP away for a month. I need it for school and work :(
  7. iGary Guest


    May 26, 2004
    Randy's House
    See my PM.

    I went through something very similar this spring.

    I went a week without a response, too, after sending crash logs to "engineering," and when I called back, the "Product Specialists" (I had dealt with four at this point and made 6 trips into our Apple Store) said that I would "just have to wait" to hear from engineering. Once you get to a product specialist, you can go no further - I even asked "So you don't work for anyone? You just come in and run your own show every day?" "Well I have a person I report to..." "Well I want to talk to them please." "They are not in today."

    A letter to the right place with detailed names, case numbers and a detailed explanation of what I had been through had a response within 24 hours. Can't tellyou what happened, but it was a good outcome. :)
  8. vv-tim macrumors 6502

    May 24, 2006
    Ideally, people hoped that the problems in earlier weeks would be fixed in later weeks. This hasn't really proven to be true, as no week in particular has demonstrated necessarily worse than others. They all have the potential of numerous problems.

    Basically, hope for the best, because if anything's wrong, you're screwed.
  9. Mackilroy macrumors 68040


    Jun 29, 2006
    That's FUD. Don't spread stuff that's patently unprovable. I hear a lot more stories of people with working MacBooks than I do with broken ones. Of course, that's just me saying that that's what I've seen. You're more than welcome to discount that.

    The later weeks are FAR more reliable than the first few. Don't worry about your purchase.
  10. milozauckerman macrumors 6502

    Jun 25, 2005
    Oh, it's very true. Obviously those don't lead anywhere near Jobs, but they work. There's also a phone number and a fax number floating around that work as well.

    My situation wasn't as dire as yours (whining MBP, Southlake store personnel were remarkably unhelpful), but I e-mailed a polite letter outlining my situation (with specifics) to and received a response from Executive Relations the next day, and they had a return/exchange set up for me immediately.

    Run a Google search for and "executive relations" and you'll see what I'm talking about.
  11. generik macrumors 601


    Aug 5, 2005
    Apple, a subsidy of Dell, get the same crap hardware quality as Dell with the prices you are used to pay for Apple.
  12. vega07 macrumors 65816

    Aug 7, 2006
  13. vv-tim macrumors 6502

    May 24, 2006
    Well, I've emailed executive relations... I guess I'll see if Apple really cares or not soon enough :p

    No sooner do I say that then they call me... No replacement, but they claim they'll keep an eye on the repairs as they go along and do their best to expedite any issues that occur.

    *sigh* We shall see.
  14. Sesshi macrumors G3


    Jun 3, 2006
    One Nation Under Gordon
    Let's hope they get back to you. The only reason I haven't sent my MBP back with it's myriad of problems (heat being a primary issue - stress the GPU just a little and if it's not sitting on the iCurve being externally cooled it approaches ludicrous case temps) is that I rely on it too much right now and the switch to the HP laptop hasn't been top priority.
  15. fallacy macrumors member

    Aug 30, 2006
    Guess I'm still lucky..

    I've had no problems at all with macbook and I"ve had it for about 2weeks.. damn though, I feel for all you guys. someone needs to make a website about this like they did for the nano so a massive recall can be made.

    Good luck to you all..
  16. jeremy.king macrumors 603


    Jul 23, 2002
    Fuquay Varina, NC
    Draft, any reason you haven't visited the Apple Store? If you're in Chicago, theres a few to choose from. You may have better luck in person.
  17. poppe macrumors 68020


    Apr 29, 2006
    Woodland Hills
    While there are alot of bad stories out there dont be worried to much. This is a forum. People come here for help on anything and everything, including to explain what has giong on...

    There can only be so many threads about how wonderful their Macbook/MBP/iMac/Mac Pro has turned out before we all start getting bored and explaining for them to stop telling us...

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