MacBook Pro Repair Extension Program for Video Issues

[gael79]

Hi,

I'm the angry owner of a MacBook Pro (15-inch Early 2011) that stopped working in January 2016. A friend of mine who's a "specialist", told me it was the graphic card, impossible to repair so I dropped my mac and switched back to a PC (HP).
I just learned about the repair program and I'm so mad... the dead line is over and I'm wondering if there is any way for me to get Apple to replace the card for me ?

 

[SteveJUAE]

Unlikely but you have nothing to loose by trying

 

[iVikD]

Hi,

I'm the angry owner of a MacBook Pro (15-inch Early 2011) that stopped working in January 2016. A friend of mine who's a "specialist", told me it was the graphic card, impossible to repair so I dropped my mac and switched back to a PC (HP).
I just learned about the repair program and I'm so mad... the dead line is over and I'm wondering if there is any way for me to get Apple to replace de card for me ?

Give it a shot, I was able to get mine repaired (motherboard switched out for a new one) even though the program was over

 

[ZapNZs]

Had one go bad on me less than 2 weeks after the program and it was a no go. Genius was friendly but limited in what he could do.

I'm trying a GPU reball, since the first time they replaced mine they replaced it with the 'A' unleaded board, and it failed in 2 years again. I sent Apple a letter asking they produce an EFI update that permanently kills the dGPU so we can just use the integrated graphics without a monitor. Truth be told I'm not hopeful for either.

 

[Sanpete]

Give it a shot, I was able to get mine repaired (motherboard switched out for a new one) even though the program was over

How did you get that to happen?

 

[wolfaaron]

The program ended on December 31, 2016 but my MacBook Pro 15" late 2011 started failing mid January this year. I called Apple and they gave me a ticket number and scheduled an appointment for tomorrow with the Apple Store. Wish me luck!

 

[rviyer]

The program ended on December 31, 2016 but my MacBook Pro 15" late 2011 started failing mid January this year. I called Apple and they gave me a ticket number and scheduled an appointment for tomorrow with the Apple Store. Wish me luck!

My wife's MacBook Pro 15" Late 2011 also failed in Jan 2017. We called Apple Support as well as taking to our Apple Store. Both said that there was no internal support ticket they could generate to have the repair made/logic board replaced since the repair program ended on 12/31/16. I would be interested to see if they can take in your notebook for repair; if so, please let us know how they entered it into their system so we can try too, thanks!

 

[ZapNZs]

My wife's MacBook Pro 15" Late 2011 also failed in Jan 2017. We called Apple Support as well as taking to our Apple Store. Both said that there was no internal support ticket they could generate to have the repair made/logic board replaced since the repair program ended on 12/31/16. I would be interested to see if they can take in your notebook for repair; if so, please let us know how they entered it into their system so we can try too, thanks!

This is what happened with me. The Genius noted that they cannot even check the computer into Apple's internal system, because it is now vintage and the option to select 'Early 2011' has been removed.

I have sent my letter to Apple requesting an update to disable the defective AMD GPU permanently. I hope others send letters with the same request, as this would return the computer to a usable state, even with the dGPU failure.

Currently, Apple does not offer support for this and most of their support staff are unable to say how to accomplish this (even though it should be possible and relatively easy.)

 

[wolfaaron]

My wife's MacBook Pro 15" Late 2011 also failed in Jan 2017. We called Apple Support as well as taking to our Apple Store. Both said that there was no internal support ticket they could generate to have the repair made/logic board replaced since the repair program ended on 12/31/16. I would be interested to see if they can take in your notebook for repair; if so, please let us know how they entered it into their system so we can try too, thanks!

This is what they put on my case number, hopefully it's helpful.

Why:MacBook Pro, [Serial Number], Refund Request - MacBook Pro Repair Extension Program for Video Issues
When:Monday, January 30, 2017

Also, I have my thing scheduled at 11 am mountain time on February 2. I'll update you guys but if I forget please let me know and I'll update you guys on what happened.

 

[hotmetal]

Late 2011 17". Video board failure occurred Christmas and into 1st week of Jan. I called Apple and they said they couldn't promise anything as the deadline had ended a week ago. He arranged an appointment with Stormfront (my local AASP) and said it would be chargeable but they would advise after running diagnostics. They sent it away and the next thing I know, 2nd week of Jan the tech rings me up saying "which OS do you want?"

Seems like either they or Apple took pity on me as it was so close to the deadline. New logic board fitted FOC! Amazing that any company would stand behind their products so long - it's a 5 year old laptop. I'm no blind fan boy but they went up greatly in my estimation after that. Guess I was lucky for once!

 

[rviyer]

Late 2011 17". Video board failure occurred Christmas and into 1st week of Jan. I called Apple and they said they couldn't promise anything as the deadline had ended a week ago. He arranged an appointment with Stormfront (my local AASP) and said it would be chargeable but they would advise after running diagnostics. They sent it away and the next thing I know, 2nd week of Jan the tech rings me up saying "which OS do you want?"

Seems like either they or Apple took pity on me as it was so close to the deadline. New logic board fitted FOC! Amazing that any company would stand behind their products so long - it's a 5 year old laptop. I'm no blind fan boy but they went up greatly in my estimation after that. Guess I was lucky for once!

There seems to a difference in Apples's response from its London arm and the USA arm (800-support and Apple stores). The USA arm so far hasn't been able to accept these laptops into their system because they couldn't generate an internal support ticket after 12/31/16. Wolfaaron , any recent response from your Apple Store? Thanks.

 

[hotmetal]

Yes I don't quite know how it works - the apple guy said 'too bad' and then the Stormfront guy said 'sometimes apple are lenient'. Apple basically only arranged a diagnosis appt at the AASC. I was lucky that when (I assume) Stormfront put in a claim, Apple accepted the cost. Hey, maybe now that program is at an end, perhaps Stormfront had 2011 boards gathering dust on the shelf and didn't involve Apple? But then as far as I know we don't have that 'one price depot repair' thing over here in the UK, so a new logic board might normally be charged at full retail plus labo(u)r, which might be say 1500 US.

 

[wolfaaron]

There seems to a difference in Apples's response from its London arm and the USA arm (800-support and Apple stores). The USA arm so far hasn't been able to accept these laptops into their system because they couldn't generate an internal support ticket after 12/31/16. Wolfaaron , any recent response from your Apple Store? Thanks.

Okay so, I took the laptop to them and they did acknowledge that there are video card issues. However, they looked at my ticket and the support person did not write enough notes and they could not determine if I was actually eligible for the repair. They ordered the part and they had me leave the laptop with them. If it ends up being eligible then they'll repair it otherwise they will return it.
[doublepost=1486133671][/doublepost]

Yes I don't quite know how it works - the apple guy said 'too bad' and then the Stormfront guy said 'sometimes apple are lenient'. Apple basically only arranged a diagnosis appt at the AASC. I was lucky that when (I assume) Stormfront put in a claim, Apple accepted the cost. Hey, maybe now that program is at an end, perhaps Stormfront had 2011 boards gathering dust on the shelf and didn't involve Apple? But then as far as I know we don't have that 'one price depot repair' thing over here in the UK, so a new logic board might normally be charged at full retail plus labo(u)r, which might be say 1500 US.

When I took it to them they said that the logic board replacement would be a little over $500 and the labor would be $79 if it isn't eligible for the repair extension program.

 

[robvas]

Back when I tried to get my 2011 fixed they required that it fail the video test. Other failures weren't covered.

 

[hotmetal]

Back when I tried to get my 2011 fixed they required that it fail the video test. Other failures weren't covered.

True. But mine instantly failed the video test so it was kind of black and white (or pink and grey).

I wish Wolf the best of luck that they do cover it. $600 is not as bad as it would've been over here, but is still a chunk of wedge. Fingers crossed for you.

 

[brandscill]

For those in the UK and perhaps the rest of the EU I had the same problem you did.

Last year I had the first signs of the issue and took the laptop in, the genius could not get it to fail the test so sent me away. Doing anything intensive for any length of time forced out the issue but this test did not.

When I went in this year they told me program over sorry and sent me away. When I got home I called Apple Care and filled a consumer law claim for a manufacturing defect. Consumer law covers you for 6 years from the date of purchase if you can prove it's a manufacturing decent, Apple has provided this proof in the way of the replacement program.

It's important to note your claim has to be with the company you bought it from.

So Apple Retail then in store, Apple Online then Apple Online. Currys (UK electronics retailer) then Currys

I have a new MBP on its way to me at the moment

 

[rviyer]

Wolfaaron, have you heard back from your local Apple Store whether they would cover the cost of the logic board replacement? Thanks for the update!

 

[davidnayzar]

Interesting and glad to find out. We were told by some support person that Apple no longer carry nor service the devices as those are considered as vintage. Seem like it is done depend on person to person basis.
Even the device failed within warranty period the repair centre said "unauthorized Apple products" and return the device. It was frustrating to pay for the poor quality devices with no support or service.

 

[wolfaaron]

Wolfaaron, have you heard back from your local Apple Store whether they would cover the cost of the logic board replacement? Thanks for the update!

I don't live in the state where the Apple Store is located where I took my MacBook. I'm headed down there for another trip on Monday. They told me they would email me if there was any issues. No emails as of today so I'll have to find out on Monday.

 

[wolfaaron]

Wolfaaron, have you heard back from your local Apple Store whether they would cover the cost of the logic board replacement? Thanks for the update!

Just a final update. They did cover the part and repair for free. They had to call the call center to get a CS/CR code to approve the repair because it was outside of the date of repairs for the video card.

This honestly made me feel great about Apple support. They went above and beyond even when they legally didn't have to do this. The only strange thing is that on the receipt they wrote that I bought the laptop on January 15, 2012 when in reality I purchased it in December 2011. But maybe they did this so that the repair would go through, maybe.

 

[brandscill]

Just a final update. They did cover the part and repair for free. They had to call the call center to get a CS/CR code to approve the repair because it was outside of the date of repairs for the video card.

This honestly made me feel great about Apple support. They went above and beyond even when they legally didn't have to do this. The only strange thing is that on the receipt they wrote that I bought the laptop on January 15, 2012 when in reality I purchased it in December 2011. But maybe they did this so that the repair would go through, maybe.

Likely just a mistake on the receipt. The repair program was 4 years from purchase or December 31st 2016, whichever was greater.

Good to see they helped you out and you didn't have to battle it out like I did! Really tired of the Genius Bar in Brighton UK

 

[rviyer]

Just a final update. They did cover the part and repair for free. They had to call the call center to get a CS/CR code to approve the repair because it was outside of the date of repairs for the video card.

This honestly made me feel great about Apple support. They went above and beyond even when they legally didn't have to do this. The only strange thing is that on the receipt they wrote that I bought the laptop on January 15, 2012 when in reality I purchased it in December 2011. But maybe they did this so that the repair would go through, maybe.

Thanks for the update and upload of your receipt. I'll try to see if I can get our Macbook pro repair covered too.

 

[rviyer]

Tried to get our 2011 MacBook Pro covered as Wolfaaron did. At first the Apple Genius was going to try and take the laptop in and see if the technician could order the part and see if they could apply an exception to get it covered, as they did for Wolfaaron. However, upon entering the serial number of our 2011 MacBook Pro into her iPad she said 5 years had passed since purchase/manufacture and it was now "vintage" and unsupported. They would be unable to order the part even if I wanted to pay for it. I tried to suggest changing the date of purchase but the Apple Genius said that was not a changeable field on her iPad. No luck for me

 

[brandscill]

Tried to get our 2011 MacBook Pro covered as Wolfaaron did. At first the Apple Genius was going to try and take the laptop in and see if the technician could order the part and see if they could apply an exception to get it covered, as they did for Wolfaaron. However, upon entering the serial number of our 2011 MacBook Pro into her iPad she said 5 years had passed since purchase/manufacture and it was now "vintage" and unsupported. They would be unable to order the part even if I wanted to pay for it. I tried to suggest changing the date of purchase but the Apple Genius said that was not a changeable field on her iPad. No luck for me

This in the US?

 

[werpu]

Gr8 my mid 2012 Macbook pro has developed GPU related crashing issues a few days ago (about a crash every 1-2 hours all with a GPU error in the kernel). Glad that it was bought refurbished (full warranty) in mid 2013. I will check what options I have regarding this recall program. As it seems the deadline is either 31.12.2016 or 4 years after purchase. So I should be fully covered.

Speaking of bad luck, on the same day my monitor also died (not related because both were not connected to each other). Some days you should not get out of bed.