My Macbook repair story so far...please help

Discussion in 'MacBook' started by hamzab, Jan 20, 2009.

  1. hamzab macrumors 6502

    Joined:
    Oct 7, 2008
    #1
    My Macbook (7 months old 4,1 model, 2,4ghz/2gb RAM/250gb HDD) was today taken in for repair;

    It suffered from a range of issues, most notibly:

    1) Faulty LCD - Purple horizontol line going through LCD

    2) Cracked Keyboard, widespread issue, cracking appears where magnet from Lid touches keyboard, this has led to issue 3):

    3) Due to cracked Keyboard, the magnet rests in the crack causing it to dent and scratch the bezel

    4) Loose/bulging side housing - on the left side of the macbook where the two screws are located, if you push it in, it will go in for about 2 or 3 mm, annoying when moving macbook as hand automatically pushes in. This affects the entire left side where the ports are also located but is more of an issue inbetween the two screws

    5) Hinge is VERY loose, so loose that when lifting macbook upwards for about 3 feet (like off a table) the lid will close!

    6) MASSIVE overheating issue, CPU at around 55 degrees celsius after 1 hour of use only simple internet browsing AIRPORT CARD rises to a massive 64 degrees celsius in one hour! After about 2 hours, the CPU will be at 60 degrees and Airport card at 69 degrees! It seriously burns the table man you can feel the heat underneath and this is a thick table

    7) This baby has some major shutdown issue, turns off every 2-3 weeks or so randomly?

    So I went in to the Apple store today with my booked appointment (Not sure if im allowed to name and shame store so I wont) and this is what they told me

    He said about the Faulty LCD that i had somehow applied a lot of pressure to the screen (like pushing it) so it created some sort of wear on it, the line it self is like a purple digital barcode sotrt of thing running nearly the whole horizontol length of the screen

    The Cracked keyboard was replaced but he failed to acknowlege it as poor workmanship but said I had pplied too much wear when closing the lid

    He said the scratched/dented bezel was caused by me even though it rests completly inside the crack of the keyboard

    The loose/bulging side housing was deemed as "normal"? I asked how and he replied the laptops were made like thtat? But why does mine go in 3mm and make a weird noise and could poetentailly cause cracking? Also when plugging in a USB drive it causes it to move in so again how is this my fault?

    The Hinge he said was caused by my over-usage? How can I over use a lid when its primary function is to close? Also why does it close when I dont want it too causing the Laptop to sleep unnessceraily.

    The overheating issue seriously ticked me off, he said it was normal for it to be that hot? SO if its this hot at me doing simple word browsing, how hot will it be when I run Photoshop? He also somehow blamed it being so hot on the Istat Pro Widget? Cmon man are these guys paid to be genius'? Istat uses something like 2% and How can one small monitoring widget which is simply DISPLAYING information and not CREATING it cause the Mac to get so hot?

    Lastly, the shutdown issue, he opened the Console App in OSX and saw the shutdowns him self, he then said that it was being caused by software, software which he could not define? Why would one piece of software (BTW I have normal appls installed nothing unusual, eg photoshop, Office, Ilife etc) cause the mac to turn off every 2-3 weeks?

    Its due back in 3 days so I dont know what to do? Should I just keep it as it is or ring up applecare/take it back to store? I feel I have a good case against apple and they should help me out, all these issues are poor workmanship, the Laptop rarely leaves the house as it is my primary computer (Im posting this from dad's computer), I have never dropped it, there are only 3 small hairline scratches, 2 on the base, 1 small one near the fan part of the lid.

    Please help guys, any advice tips will be much appreciated, I seriously felt disheartened when I left that Apple store. Why :apple: Why?

    Thanks again

    HamzaB
     
  2. kastenbrust macrumors 68030

    kastenbrust

    Joined:
    Dec 26, 2008
    Location:
    North Korea
    #2
    If you have 3 seperate repair cases, all of which were not your fault, you'll get a replacement, If not you wont.
     
  3. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #3
    Thanks for that but already knew, Im asking what I should do when i get the Macbook back, Is the genius right in saying that these problems are normal/caused by me?

    I feel really disheartened in the fact that Apple gets us to fork out over a £1000 in cash (which is hard for a student in London to afford) than gives crap after sales support, Ive heard of great stories of Apple customer service being great

    Ah well we'll see, as long as they get all those repairs done Ill be happy, if not Ill be ringing Apple customer relations
     
  4. aethelbert macrumors 601

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    Jun 1, 2007
    Location:
    Chicago, IL, USA
    #4
    That only applies if the three issues are identical.
     
  5. Jaredistheman macrumors member

    Joined:
    Dec 28, 2008
    #5
    Yeah, my macbook can get pretty toasty! Around 64c on average but like you said, i've heard they just get that hot!
     
  6. akbc macrumors 6502

    Joined:
    Jul 11, 2008
    #6
    I'm sorry, I never owned a plastic MacBook before, but is it supposed to stay cooler than 60C all the time?

    My unibody frequently goes over 60C when all I really do is using MS Word + Preview for PDF viewing and firefox... 70C when i watch quite a lot of YouTube or flash...

    My record was 94C after playing CoD4 for 3 straight hours... haha

    Someone care to enlighten me here?
     
  7. bozz2006 macrumors 68030

    bozz2006

    Joined:
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    Location:
    Minnesota
    #8
    yeah that's actually not very hot at all, relatively speaking of course.
     
  8. hamzab thread starter macrumors 6502

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    Oct 7, 2008
    #9
    Hmmmm...Ok lets move on from the temps here, what about the range of other issues I have, why dont they address those properly?
     
  9. Sweetfeld28 macrumors 65816

    Sweetfeld28

    Joined:
    Feb 10, 2003
    Location:
    Buckeye Country, O-H
    #10
    If it is indeed covered by warranty, then there should be no issue. I always call AppleCare first, they usually nicer about things. Then, if that fails take it to an Authorized Service Provider in your area.

    But the monitor issue, should definitely be replaced, the case issue on the other hand could be your fault, but also could be bad case design. The faulty hinges for the LCD, should should ring al bell or two for those Titanium Powerbook G4 users. Those hinges always seemed to be failing, and you still find people wanting them [again bad design].

    Good Luck.
     
  10. bozz2006 macrumors 68030

    bozz2006

    Joined:
    Aug 24, 2007
    Location:
    Minnesota
    #11
    as for the other issues; since you had no luck at your retailer, call apple care and set up a case to send your macbook in for service. it sounds like faulty craftsmanship, so they should cover it.
     
  11. cherry su macrumors 65816

    cherry su

    Joined:
    Feb 28, 2008
    #12
    you probably would have gotten better service if you called Applecare…probably since the service man can't see your computer
     
  12. mosx macrumors 65816

    Joined:
    Mar 3, 2007
    #13
    Unfortunately, those temperatures are normal for a plastic MacBook. I had 2 (one was a replacement) and both of them hovered around 60c while idle. Under load they could easily hit 89c. Same processor in my HP notebook would hover around 40c idle and 60c while under load.

    Apple practically designed the plastic MacBooks to run ridiculously hot.

    The other issues are ALL build quality issues though. Absolutely do not relent on that.

    I'm on my second replacement MacBook now because of those same awful build quality issues. I had everything from the plastics changing colors (not just on the palm rest, but the plastic around the vent) to cracking along the bottom due to heat.

    I almost never used my second MacBook. It probably got 2 hours of use per week. Yet somehow it still cracked around the vents due to heat.

    This is definitely a build quality issue. Email sjobs@apple.com. It's not necessarily Steve Jobs email, but its a way to reach executive customer relations. Complain about the "Genius" directly, listing their name and store. Describe the situation. Be firm but polite.
     
  13. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #14

    Do they really reply back from that email, I thought it was just a joke or something, I'll give that a try, cheers mate

    Any more ideas?
     
  14. polaris20 macrumors 68020

    Joined:
    Jul 13, 2008
    #15
    They most definitely do respond, so include your phone number too. It's obviously not Steve responding (well, especially not now), but they will be relentless in getting the issue resolved.

    In my case it was something very minor (wanting replacement screws for the over-torqued bottom case which got stripped), yet the "genius" at the local store was a complete and utter tool. So I e-mailed sjobs@apple.com, executive relations called me, set up an appointment at a different Apple store, who did an excellent job taking care of the issue.

    Problem solved.
     
  15. hamzab thread starter macrumors 6502

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    Oct 7, 2008
    #16
    Hmmm..Thanks for that mate, I'll look into that when I get the Macbook gets returned to me on Friday.
     
  16. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #17
    Well just got my Macbook back today and to say the least Im DISGUSTED AND SHOCKED about the service Ive received

    1) The Apple genius failed to recognize the Faulty LCD, he said its normal wear? How a Horizontal purple line running through the whole length of the LCD is normal beats me?

    2) The Overheating was "Normal" (Getting 70 degrees C + when surfing net for CPU? and 78 Degrees Air Port card temp?) I said this may have been causing the random shutdowns but he linked it to Istat Pro? He even checked the console app and saw the random shutdowns (theres about 6 of them) but still blamed it on Istat! Even checked my Activity monitor and said everything was fine. Im confused about that

    3) The loose hinge which would cause the Lid to shut when lifting the Laptop around 5 feet was also "Normal"

    Four) The Keyboard crack was fixed by replacing it all, however, the number four key doesn't work, you have to press it really hard and i dont do it in fear of damaging it

    5) The Workmanship is REALLY poor, I have about 5 scratches on the top lid with 3 other small really deep hard scratches and on the corner of the top lid the colour has scraped off, this has caused that part to be uneven like a small dip in the laptop. This I know was not caused by me as when the Genius took in the laptop and he wrote about the cosmetic condition, it said I had light scratches on the base, thats it. And what really made me unhappy was where the Base meets the Laptop in the front, it looks like the Keyboard has been pryed off with a screwdriver (will take pics when Im at home later, at friends house right now as Apple store is kinda far out so staying night there). This has caused typing on the laptop to hurt as the corner where the base meets the keyboard is now really sharp because of where it is pryed off. Also, whilst looking at where the base meets the keyboard at the front, ive noticed another deep small scratch and some small dings

    Seriously man what do they do with the Laptop there! Theyve fixed one issue whilst leaving out 3 - four others and whilst fixing that issue, they've made the laptop worse!

    Ive been reccomended to call Apple care and actually email sjobs@apple.com which Im going to do tonight, any tips on what to write and how I should talk to Apple Care/Customer relations

    Will put on pics in a bit when I get a chance at home

    HamzaB
     
  17. Vulcan macrumors 65816

    Vulcan

    Joined:
    Jul 17, 2008
    Location:
    Pittsburgh, PA
    #18
    How to talk to them? Be firm, polite, and explain your situation. I'd recommend calling up AppleCare and requesting to speak to a specialist or customer relations.
     
  18. hamzab thread starter macrumors 6502

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    Oct 7, 2008
    #19
    Ok so first talk to a specialist, tell them the problems, then from their talk to a Customer representitve?
     
  19. spooky2k macrumors 6502a

    #20
    A few months ago Apple replaced my screen on my macbook pro. I got the unit back and it was bent! I asked about this as soon as I saw it in the shop, and the mac specialist checked the damage report that was filled out when I handed the laptop in. Upon seeing 'minor scratches' listed, she apologised and asked if I would mind leaving it there for a day or two more to get the whole case replaced free of charge.

    Signing the paperwork and accepting your laptop may be your only problem here, as it does say to check the laptop before signing (signing it essentially says that you are happy with the work they did). Any other damage could have been done by you in the car park or something.

    Still, take it back, explain the situation and tell them you're extremely unhappy and would like it fixed. I personally would do exactly that and wouldn't leave until trading standards had told me, on an in-store phone, that there was nothing I could do. So go in, talk to Apple reps, talk to manager, talk to trading standards (whilst in store) and get it sorted.

    Sorry that you're having such a bad experience. I've had many with Apple but they usually come through with outstandingly good service in the end. If you could, I'd recommend calling the AppleCare to get repairs done. They are a lot more understanding, even if they're having a bad day (the apple store I used to work in had plenty of disgruntled employees who were pissed off and would end up taking it out on customers, it's ridiculous).
    Dan x
     
  20. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #21
    Cheers Mate

    I wanted to check it but I got to the Apple store whilst they we're closing. Applecare/customer relations arent open tomorrow But emailing sjobs@apple.com as we speak

    Hopefully they'll sort it out.

    But any more tips would be great!
     
  21. JNB macrumors 604

    JNB

    Joined:
    Oct 7, 2004
    Location:
    In a Hell predominately of my own making
    #22
    It's hard to gauge from your description alone (which collectively do sound like some hard physical usage). Some pix would help.

    As far as iStat, that does chew up a fair amount of CPU cycles, on top of Widgets in general driving things up. It's not sitting there idly reading data, it's sampling all those processes and will run up CPU usage, fan speed, and temp all on its own (proof positive of quantum theory! ;)). Consequently, it's not going to give "true" numbers anyway, as it's the cause of a measurable amount of the readings it reports.

    Overheating? I don't think so. Those temps are perfectly normal. Mine runs at ~60-75C most of the time, and I've seen it much, much higher with no ill effect whatsoever.

    Most of Apple's response is because of the collective symptoms they can observe, and collectively, it was a reasonable evaluation. Were these problems appearing individually over time, or was it fine one day then suddenly everything went to hell? If it was the former, my suggestion is that the machine should be taken in for each new problem, and not let them "add up" until it's worth a trip. Also, had you seen Apple on the first indication, possibly the other issues would not have occurred, as they sound related (again, from the way you described it).
     
  22. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #23

    I Understand your point, but I explained to the Apple store genius that I came in now as I could not loose my Mac as its the only computer I have, and as a college student I always need the computer

    Besides, why should have all of these things gone wrong in the first place? Even though I went in at once with all these problems that does not mean Apple should not repair it.

    I dont see how a faulty LCD coincides with a loose side? Or even a cracked keyboard? Sorry if I may sound rude but your points dont make sense (maybe the overheating one is correct but from my experience and from other people using the same macbook as I have mine is genrally quite hot)

    And although I may not know my Mac stuff, I know for a fact that a 2.4ghz Core2Duo should not simply get hot by running an App such as Istat? My Brother who has an Acer Laptop with Vista installed had this come as standard on his laptop, its on the sidebar thing they have on Vista, his laptop most certainly doesnt hit 70 degrees
     
  23. hamzab thread starter macrumors 6502

    Joined:
    Oct 7, 2008
    #24
    Ive just checked the form I signed as I got a copy as well and all it says is "Customer Pickup"

    Ive read the other bits to it including the Terms and Conditions in the back and it does not say that once signing for the item means that everything is fine, it says everything is covered for a 90 day warranty or the 1year limited warranty, whichever is longer and if any problems arise I should take it back to the Apple store

    So Imay be in luck here :D Just need to make a call to applecare though, a bit sad that their not open on Sundays though :(
     
  24. GMACUK macrumors newbie

    Joined:
    Dec 26, 2008
    #25
    I really feel for you and good luck when phoning Applecare. I hope you're taking note of who you talk to at Apple and I would def. contact Trading Standards. I don't know which Apple store you went to but if you're based in London and its not too much of a trek, go to the flagship store on Regents Street. It's always pretty packed but book an appointment and talk to one of the guys. My experience has always been really good there. If you're still not satisfied after contacting Applecare and/or Regents st, try getting an independent assessment from an authorised reseller such as Cancom over in Kensington. Good luck:)
     

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