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New 12-Core Mac Pro Seriously Damaged

Thanks to those who helped shed some light on what may have happened and what to do.

I got through to a manager, and Apple is doing the right thing. Apparently, the voice-driven operator kept sending me to different customer service sections. Finally, I got to the right person, who was very helpful.

The old-new computer is on it's way back to Apple, and a new one is being expedited (and not from China). The manager said it was being built the U.S. and as soon as it is finished, it will be sent to me next-day air. She was very apologetic for some of the comments made by some of the people I spoke with (like suggesting that I broke it).

There was no way I was going to try to re-seat the card and then take my chances. Thanks sin, reel2reel, and others. Future problems would be all mine.

It is a 12-core with just one 2TB hard drive, 4x2gb ram, Radeon 5870 and the other standard stuff. I have two new enterprise-rated 2TB drives waiting, plus I will add an SSD as soon as they get to 1TB. Ram will also get boosted to 16gb. I also got two new LaCie 730 monitors. I do photography and video work, and I hope this machine will work well for several years to come.

I wonder if Photoshop and Final Cut will use the 12 cores? I will do a search on that.

Cheers,

Half
 
My question is how did you have a new 12-core MP in your possession and not open it until the next day after work? :p
 
halfclue said:
It is a 12-core with just one 2TB hard drive, 4x2gb ram, Radeon 5870 and the other standard stuff. I have two new enterprise-rated 2TB drives waiting, plus I will add an SSD as soon as they get to 1TB. Ram will also get boosted to 16gb. I also got two new LaCie 730 monitors. I do photography and video work, and I hope this machine will work well for several years to come.
Click to expand...

Enjoy your new machine, once you get one in the right condition.

I expect you will find that, if you push that machine to its limits, you will want more than 16 GB RAM. I'd suggest 24 GB -- that way, you can take advantage of the triple-channel memory architecture.
 
forget all about the "try fixing it yourself" hey its a 5000$+ machine, "Demand" a complete new computer point blank. Thats what i would do...who knows what else is damaged...demand a complete new machine, not only the graphics card.

If they don't want to ship you a nwe machine than ask for a refund, wait a week and order a new one, that way they won't ship you the same junk trashed 5000$ computer.

edit* problem fixed, good on ya
 
Time to call the business liaison at your nearby Apple Store.

Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.
 
MacNewsFix said:
Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.
Click to expand...

$99 and up to three computers on it?
 
advres said:
My question is how did you have a new 12-core MP in your possession and not open it until the next day after work? :p
Click to expand...

Quick answer = grandbaby

However, after all that waiting, the messed up video card was that much more distressing. Many inappropriate analogies could be made at this point.

Cheers.
 
MacNewsFix said:
Based on the coin you just dropped, I take it you use your Mac for more than just storing your music collection and exchanging emails with the grandkids.

If you rely on your Mac to make a living, it is time to get to know the business liaisons at your local Apple Store. You can call them directly and work exclusively with them when stopping by. They have all had extra training and experience. They are easy to identify as they wear black polos. I have had nothing but great service from them and even had a 3 year old Mac replaced recently with a brand new one when they stopped working.

If going a few days without your Mac is not an option, talk to the business liaison about ProCare. It has more than paid for itself at our company.

Also, if you are one of the fortunate few to have a local independent Apple reseller/service team, try them out. Just make sure they have a good reputation and are somewhat cost competitive.

Finally, take a deep breath. While I'm sure you are discouraged, it will work itself out. Apple wants repeat customers.
Click to expand...

Great suggestion. I was unaware that such a group existed. We have an Apple store in King of Prussia (southeastern PA). I was just there Friday. A couple black shirts were milling about. I didn't know they were special.

We have a good independent dealer just a few miles away, but their good people have been leaving of late.
 
halfclue said:
Thanks reel2reel. Waiting on Compressor has always been one of my less-favorite ways to pass time.
Click to expand...

I got the 6 core, coming from a MBP and compressor FLYS. Follow that set-up link, but your gonna want to try different number of instances. I found 6 works the best for me, shaved about 2 minutes off an encode from using 10 instances.
 
Magaman said:
I got the 6 core, coming from a MBP and compressor FLYS. Follow that set-up link, but your gonna want to try different number of instances. I found 6 works the best for me, shaved about 2 minutes off an encode from using 10 instances.
Click to expand...

That's right, I should've mentioned that. It takes some experimenting to find your sweet spot. How much RAM you have will be a factor.
 
Apple came through and new system arrived in fine condition. It shipped from Fort Worth, TX, rather than China.

Now, one LaCie 730 works great connected to the DVI port with full resolution of 2560x1600. However, it appears that after spending more than $5k for the Mac Pro, I now have to spend another $99 for a Dual-Link DVI adapter to get #2 LaCie 730 to function at anything better than 1280x800.

So, off to the Apple Store.

Cheers,

Half
 
The solution for two 30" LaCie monitors at 2560x1600 is to purchase the Mini DisplayPort to Dual-Link DVI Adapter, part M8571Z/A.

Functions well, great color, resolution, speed, etc.

It's like having a windshield instead of a monitor.
 
Glad it got fixed!

It's also a good thing you didn't try and fix it yourself, if you did and failed they could turn around and say maybe you did it yourself.

Either way if they want to be through I'm sure you'll be able to see if the mac booted up or not through the SMC

As a rule of thumb I try to open every Mac pro I've had delivered (either as an employee in a studio or my own, to make sure everything is how it should be before booting) I've seen a mac pro (2008) delivered with only 1 ram stick before :eek:
 
halfclue said:
The solution for two 30" LaCie monitors at 2560x1600 is to purchase the Mini DisplayPort to Dual-Link DVI Adapter, part M8571Z/A.

Functions well, great color, resolution, speed, etc.

It's like having a windshield instead of a monitor.
Click to expand...

Or you could buy a Mini DisplayPort to Dual link DVI cable from MonoPrice and save yourself about $90...
 
I thought it was fixed...

Well, I thought it was fixed. It booted up one time and worked fine. Now, it won't boot up and recognize the second monitor.

Clicking on 'Detect Monitors' in Preferences freezes the machine.

Any ideas?

Man, this is getting old...fast.

Cheers,

Mike
 
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