New MacBook Pro can't turn on after one year and three months

[youngliu1023]

I bought a new MacBook Pro in December 2016, It can’t turn on and no power just after one year and three months. No damage and no water dropped on it, just dead itself Suddenly.


I brought it to Calgary chinook Apple store, they told me it need to replace logic board and would cost 625 dollars, almost half of the price of the MacBook.


I am a fan of Apple, I almost have all the devices from Apple. In my point of view Apple means technology and good quality. Nobody would like to spend 2000 dollars on a computer that will broken after one year.


Apple has earned a lot of money and built super modern Apple Park.Every product's value or price depends on it's quality, How can I believe a MacBook Pro last only one year and three months under the usual use. Is this still the best laptop in the world?


I know my Macbook Pro is out of warranty for three months, but everything should be reasonable.
[doublepost=1522990519][/doublepost]First time dead: Nov 2017, 60% battery left, computer shut off itself, can’t turn on, charge half an hour, turn on ok, thought it is software problem

Second time dead: Mar 2018, 50% battery left, shut off itself, charge one night, never turn on again.
[doublepost=1522990607][/doublepost]Mar 24, 2018 first visit chinook apple store, I left computer there


Mar 27, 2018 second visit chinook apple store, a technician David ask me replace logic board cost 625 dollars. I asked him this is a new computer and just no power, why is the fix cost so expensive? I had to take my MacBook Pro back and gave a bad feedback


Mar 29, 2018 After the bad feedback, the manager Sophie called me and let me call my credit card company to ask if I have extend warranty then contact with her, she can fix my MacBook Pro free if I don’t have extend insurance. After the call, I was very happy and shared the good news with my wife.


Then I checked with my credit card company and called back to Apple store, another staff told me the manager Sophie was not available, I left my Phone No., but no call from her within the next 6 days.
[doublepost=1522990640][/doublepost]Apr 4, 2018 third time visit chinook apple store, I found a technician and the manager Sophie, I told them no extend warranty from credit card company, and expected Sophie can keep her promise to help me fix the MacBook free. She changed her mind and said: “No, I just hope so help you fix it for free, and you can choose take it away or pay 625 dollars.” No respect just money!


Repair No: R285229079

Date of Purchase: 15-Dec-16

Serial No: C17SN2MJGVC1

Apple support Case: 100490625596

 

[Maxx Power]

Sorry to hear of your ordeal. I assumed that Apple stores in first-world countries would be more reasonable after reading posts about the refusal to repair just-out-of-warranty items at Apple stores and repair shops in numerous third-world countries.

Have you tried calling Apple support directly?

 

[youngliu1023]

I called Apple support, they can't help me, ask me go to apple store and talk to the manager again.
Actually I don't have courage to throw another 625 dollars on this computer, the quality is too low, I am afeard it would dead again after fixing.
My 2011 15 inch MacBook Pro is still working.

 

[chabig]

I am afeard it would dead again after fixing.

Your situation is unfortunate, but this rationale for not fixing the machine is irrational. Repair service comes with its own warranty. When your car breaks do you refuse to fix it for fear the fix will break?

 

[leman]

Any piece of hardware can break, no matter who made it. This is all matter of luck and chance. Beyond the guarantee period granted by law, its your responsibility to protect yourself from such eventualities, for instance by buying an appropriate insurance. I sympathise with your situation, but I also have to say that your stance is rather immature. If you want Apple to provide longer warranty for free, you should be also willing to pay more for the product (as the warranty comes from a "hidden" surcharge anyway).

[doublepost=1523000042][/doublepost]

Actually I don't have courage to throw another 625 dollars on this computer, the quality is too low, I am afeard it would dead again after fixing.
My 2011 15 inch MacBook Pro is still working.

This is devoid of all logic. Just because you god an unlucky pick with your new machine, and lucky with your 2011 one, does not make "the quality too low". Again, this is the matter of chance. Approx. 10% of premium laptops experience defects within the first two years from purchase according to reports published by insurance companies.

 

[BrianBaughn]

I having a problem understanding the credit card part. You thought that Apple would repair the computer if you just asked the credit card company if you had an extended warranty though them...regardless of the answer?

 

[jerryk]

Are you sure you understood what the manager said? I think you have it backward.

They can fix it for free to you, IF your credit card company had insurance that covered the purchase. Several credit cards do. In that case, they will charge you, and you will get paid back by the credit card company.

 

[wordsworth]

The OP bought the laptop in December 2017. Eleven months later there was an apparent fault when the computer shut itself down and would not reboot despite there being sufficient battery charge. Eventually it did reboot. This appeared to be a one-off anomalous event and so the OP took no further action – a not unreasonable response. Had it happened again within hours or days, even weeks, a visit to an Apple store would presumably have seemed altogether more urgent. Unfortunately, instead some four months later, the laptop ceased functioning entirely.


I suggest that any decent company that values its customer service reputation would be keen to examine their product, in this case Apple and the OP’s computer, based on that timescale and the relative newness of the machine, because such a company would desire to know why that product failed to live up to the lifespan and reliability one should naturally expect from such a machine.


The fact that the catastrophic failure of that Apple laptop occurred (a mere) three months out of its warranty – and that in addition there was seemingly an earlier harbinger of its failure – is to me somewhat relevant. Fifteen months is nothing when it comes to such an apparently profound defect in a product, and Apple should surely wish to understand what went wrong in such a short space of time in the life of their machine when, according to the OP, it had otherwise been treated with care and not mishandled.


Moreover, Apple technicians can surely ascertain what did go wrong by doing a diagnostic (and perhaps also examining the laptop’s internal logs?). I suggest that the OP request that Apple do so, based on the Apple laptop failing a mere three months beyond warranty and very early indeed in the expected lifespan of such a laptop.


There is a responsibility incumbent on manufacturers to ensure that their products perform as their customers would expect of them. Yes, a twelve-month warranty is provided, and as such offers a clear period in which the company’s legal obligations are unambiguous. Beyond that, it is not quite as simple as the manufacturer merely being able to wash its hands and walk away from what may well be a defective product and for which they therefore have some responsibility beyond any basic standard warranty agreement. A good company will not even require being hustled into doing what is right, legally, on such criteria. A good company will instead wish to make amends for a bad customer experience.


So. talk to the right person at Apple’s Calgary store. Tell them all this, and of your expectation of Apple, in a reasoned manner, and if you get no satisfaction, then proceed to escalate your complaint (again in a reasoned and courteous manner). Fifteen months’ lifespan for a MacBook Pro is clearly unacceptable in anyone’s book, and that of course includes Apple’s.

 

[Kognito]

There is a responsibility incumbent on manufacturers to ensure that their products perform as their customers would expect of them. Yes, a twelve-month warranty is provided, and as such offers a clear period in which the company’s legal obligations are unambiguous. Beyond that, it is not quite as simple as the manufacturer merely being able to wash its hands and walk away from what may well be a defective product and for which they therefore have some responsibility beyond any basic standard warranty agreement.

And here that would seem it's more of a 'moral obligation'. From what I can see, Alberta doesn't have any kind of consumer protection law that would apply here, as would apply in the UK so legally, I think Apple is well within its rights to "wash its hands and walk away", however shoddy a business practice that may be. I'd like to think Apple might be reasonable though, for OP's sake.

 

[MSastre]

It's always wise to get Apple Care when purchasing any laptop. Because it is portable, there is more chance of accidental or inadvertent damage. Apple has no idea of how you use or care for your computer, so are not obligated beyond their warranty. That said, I wish you luck in trying to get them to fix it.

 

[leman]

I suggest that any decent company that values its customer service reputation would be keen to examine their product, in this case Apple and the OP’s computer, based on that timescale and the relative newness of the machine, because such a company would desire to know why that product failed to live up to the lifespan and reliability one should naturally expect from such a machine.

The fact that the catastrophic failure of that Apple laptop occurred (a mere) three months out of its warranty – and that in addition there was seemingly an earlier harbinger of its failure – is to me somewhat relevant. Fifteen months is nothing when it comes to such an apparently profound defect in a product, and Apple should surely wish to understand what went wrong in such a short space of time in the life of their machine when, according to the OP, it had otherwise been treated with care and not mishandled.

Its an isolated incident, not a regular occurrence. This particular model doesn't just regularly break down after fifteen months. And a few laptops in a hundred randomly failing after a year is a normal and acceptable statistics in the industry. Sometimes things just break, and unless a systematic patterns emerge, an investigation of why it broke serves no purpose save to satisfy one's curiosity.

Furthermore, a certain frequency of failures is accepted and tolerated. I am sure that its possible to build a laptop that will have a very long lifespan. Such a laptop will however cost significantly more than what we pay right now and it will also have to use outdated, proven tech and not the bleeding-edge that Apple is currently using. The manufacturer does not have 100% control over all the variables and not every product that doesn't reach the average lifespan is defective.

In summary: your statement that "Fifteen months’ lifespan for a MacBook Pro is clearly unacceptable in anyone’s book" is wishful thinking. The law and the manufacturer only guarantees you 12 months of failure-free operation. Any issues after that is your responsibility and you have options to protect yourself from it, for instance, by buying insurance.

 

[duervo]

Do an SMC reset and see if that helps.

https://support.apple.com/HT201295

Normally, I would expect that Apple staff would have tried that already, but lately I’ve found that it’s more surprising when they do.

Also, firmware updates to the SMC (and EFI, etc) are now deployed as part of the macOS update packages (they used to be standalone updates.) So, make sure you’ve updated to macOS 10.13.4 too, if the SMC reset gets you to a booted state.

 

[wordsworth]

Potentially useful advice from Duervo.

Less usefully, perhaps, but as a follow-up to previous posts:

The OP paid a premium price for a premium product and got a barely minimum period of functionality from it. That simply has EARLY FAILURE written all over it, and it’s not what I expect from Apple for my money. Nor did the OP. I am sure there must be many other visitors to these forums who have similar expectations of Apple and do not consider their expectations unrealistic.


I understand, of course, that things do go wrong and that, also, it would be unrealistic for a variety of reasons to expect a MacBook Pro or other computer to be designed to go on ‘forever’. However, while, as Leman’s post earlier states, ‘a certain frequency of failures is accepted and tolerated’ [within the industry], I certainly would not accept or tolerate my expensive MacBook Pro failing a mere three months out of its warranty. I would contact Apple and express my considerable disappointment, verging on disbelief, that their product has failed at such an early stage in its potential lifespan. I would also compare it with all the other Apple products I’ve owned that have given me superlative service and excellent longevity, for that is what I have come to expect from Apple and one of the reasons why I rate the company’s products highly.


Indeed, when I was starting out in publishing I had an Apple Mac Performa 450 that required a motherboard replacement. This only became clear after three site visits from an Apple-affiliated engineer who’d travelled some two hundred miles, each time, to sort out my problem. The computer itself was already a month out of warranty when I reported the fault. Apple didn’t make an issue of that when I informed them. I was hugely impressed at their level of customer service – straightforward and helpful, and I still believe that they are, today, more often than not, that same company I have held in high regard, for good reason, since the mid-90s.


I have myself bought AppleCare for a 2009 MacBook and it was never needed. Yes, it bought ‘peace of mind’. That same laptop was only recently ‘retired’ after nearly nine years of superb service. That’s one of the reasons I and many others buy Apple products. Apple knows this and is keen to maintain its reputation for premium quality products that generally provide reliable and lengthy service. That’s why I think the OP has a very good chance of getting Apple’s attention.


I currently run two MacBook Air machines and do not have AppleCare for these.


In Europe, consumer law better reflects such public expectation of product reliability across a variety of products and can be a useful recourse should a company try to renege on its legal and, for want of a better term, ‘moral’ obligations. More generally, many enlightened companies around the world fully grasp that a happy customer who comes back for more, and tells others, is a better recipe for corporate success than adopting some one-size-fits-all, hard-nosed, bottom-line small-print assessment, written in stone and immoveable.


There is, of course, a place for warranties, insurance, AppleCare and suchlike, and each consumer will have a specific take on that.


Good luck to the OP.

 

[leman]

The OP paid a premium price for a premium product and got a barely minimum period of functionality from it.

No matter how premium the product, some (few) units will break down before the expected time. Again, this is simply the how things are and there is no abnormality to it. And of course, this sucks for the user who happened to get the unlucky unit.

I am sure there must be many other visitors to these forums who have similar expectations of Apple and do not consider their expectations unrealistic.

The realistic expectations is that 10% of all new premium laptop will fail within two years of purchase. This is the latest statistic I am aware of. Number of expected failures for cheap laptops are significantly higher. We are talking about highly complex electronic devices here, not a pair of shoes. You can't just go by "I paid so much for it, it should last X years at least". I understand where this expectation is coming from, but it is still old good wishful thinking.

In Europe, consumer law better reflects such public expectation of product reliability across a variety of products and can be a useful recourse should a company try to renege on its legal and, for want of a better term, ‘moral’ obligations.

True, but in Europe you also pay more.

My personal stance on this is that every laptop sold should contain mandatory, transparent solidary insurance surcharge which will cover hardware failures for the period of three years. But of course, the majority of customers will never agree to this on the basis of "I owned three Macs and all lasted 7 years, why should I pay %50 more so that some Joe gets his broken laptop repaired?". Which doesn't change the fact of course that these surcharges exist — they are simply hidden components of the price.

 

[youngliu1023]

Your situation is unfortunate, but this rationale for not fixing the machine is irrational. Repair service comes with its own warranty. When your car breaks do you refuse to fix it for fear the fix will break?

If you spend 30,000 dollars to buy a new car that price is 4 times than other brand, it totally dead after one year and three months, not about the door, not about the window, you have to fix it, let it start again need to cost 10,000 dollars, can you accept it?

I have a Panasonic plasma tv last for 5years that is still working, I have Sony radio and receiver, I have brother printer last for 5 years that is still working, my Bosch drill driver and it’s battery still like new after 5years.
What is the brand value?

Anyway I got a big lesson, I would buy three years warranty if I buy Apple devices in the future.
[doublepost=1523055838][/doublepost]

I having a problem understanding the credit card part. You thought that Apple would repair the computer if you just asked the credit card company if you had an extended warranty though them...regardless of the answer?

The OP bought the laptop in December 2017. Eleven months later there was an apparent fault when the computer shut itself down and would not reboot despite there being sufficient battery charge. Eventually it did reboot. This appeared to be a one-off anomalous event and so the OP took no further action – a not unreasonable response. Had it happened again within hours or days, even weeks, a visit to an Apple store would presumably have seemed altogether more urgent. Unfortunately, instead some four months later, the laptop ceased functioning entirely.


I suggest that any decent company that values its customer service reputation would be keen to examine their product, in this case Apple and the OP’s computer, based on that timescale and the relative newness of the machine, because such a company would desire to know why that product failed to live up to the lifespan and reliability one should naturally expect from such a machine.


The fact that the catastrophic failure of that Apple laptop occurred (a mere) three months out of its warranty – and that in addition there was seemingly an earlier harbinger of its failure – is to me somewhat relevant. Fifteen months is nothing when it comes to such an apparently profound defect in a product, and Apple should surely wish to understand what went wrong in such a short space of time in the life of their machine when, according to the OP, it had otherwise been treated with care and not mishandled.


Moreover, Apple technicians can surely ascertain what did go wrong by doing a diagnostic (and perhaps also examining the laptop’s internal logs?). I suggest that the OP request that Apple do so, based on the Apple laptop failing a mere three months beyond warranty and very early indeed in the expected lifespan of such a laptop.


There is a responsibility incumbent on manufacturers to ensure that their products perform as their customers would expect of them. Yes, a twelve-month warranty is provided, and as such offers a clear period in which the company’s legal obligations are unambiguous. Beyond that, it is not quite as simple as the manufacturer merely being able to wash its hands and walk away from what may well be a defective product and for which they therefore have some responsibility beyond any basic standard warranty agreement. A good company will not even require being hustled into doing what is right, legally, on such criteria. A good company will instead wish to make amends for a bad customer experience.


So. talk to the right person at Apple’s Calgary store. Tell them all this, and of your expectation of Apple, in a reasoned manner, and if you get no satisfaction, then proceed to escalate your complaint (again in a reasoned and courteous manner). Fifteen months’ lifespan for a MacBook Pro is clearly unacceptable in anyone’s book, and that of course includes Apple’s.

Thank you for your response, what you wrote is that I want to express limited by my poor English skill.
I already wrote a letter to Apple store operations and cummunications located at one Apple Park way copertino CA by mail.

 

[Lifesimplicity]

If you spend 30,000 dollars to buy a new car that price is 4 times than other brand, it totally dead after one year and three months, not about the door, not about the window, you have to fix it, let it start again need to cost 10,000 dollars, can you accept it?

I have a Panasonic plasma tv last for 5years that is still working, I have Sony radio and receiver, I have brother printer last for 5 years that is still working, my Bosch drill driver and it’s battery still like new after 5years.
What is the brand value?

Anyway I got a big lesson, I would buy three years warranty if I buy Apple devices in the future.
[doublepost=1523055838][/doublepost]

Thank you for your response, what you wrote is that I want to express limited by my poor English skill.
I already wrote a letter to Apple store operations and cummunications located at one Apple Park way copertino CA by mail.

The honest, honorable and right thing for them to do would be to just repair it for free or swap it out. A computer especially a Macbook is not cheap, it should last longer than , and the way that they are behaving does not inspire people to actually want to come back.

I was actually recently in the same situation. I bought a Macbook and Applecare, it had a long history of issues ranging from the battery to the screws falling out of it, fans dying, logic board problems and recently when it came out of warranty it failed. Even though the failure was a repeat of a problem I had been having when the machine was under warranty, Apple refused to repair it and presented me with a bill.

I took the matter up with Applecare and they didn't want to know, so I thought I'd try one last thing and email Tim Cook, who didn't even bother to answer my email or get someone to look into it. Pretty much sums it up, doesn't it?

As a long-term loyal Apple customer for decades, I am pretty disgusted by how I was treated, the shoddy build quality but sadly this is what happens when companies become big and successful. How I miss the old Apple.

It is amazing how a $200 chromebook bought 5 years ago still works, I have never had an issue with it even though it is made from cheap plastic but a Macbook priced at over $1000 gave me such hell.

I actually paid for the repair out of my pocket in the end. Goodluck.

 

[Starlights]

OP, perhaps you should try posting on their FB page.

 

[BrianBaughn]

If you want anecdotal examples…I once had a Sony TV that came with a five year warranty. It malfunctioned at five years and one month. Would Sony repair for free? No.

Applecare is expensive if you just look at it as an extended warranty. In the US there are secondary, less expensive options for getting extended warranties on computers. I’ve never tested any of them, though.

 

[TonyK]

Do this. Email Tim Cook. No, he won't read it but someone in the executive suite will. Have a friend review it or read it aloud. Make it clear and easy to understand. Note everything relevant.

My wife did this while Steve Jobs was alive and got a response. Two things happened. Someone at executive support reached out to her to try and help her with her problems and our issue with the local Apple store was resolved (an attitude problem).

But make sure what is communicated is clear, easy to understand and is truthful, no exaggerations.

 

[Krayzkat]

Yes do what TinyK suggests. Don't exaggerate, have all facts clearly stated (don't ramble on).

Hopefully logic dictates Apple will eventually see sense (as long as there definitely was no external/water damage that caused the problem).


ps. yes pun intended

 

[_Kiki_]

I bought one year ago Asus gaming laptop for the half price of the new MacBook Pro and standard warranty is 2 years

Apple is more expensive and has only one year warranty, also Apple Care doesn't cover repair on-site and you need appointment to Apple store and usually repair takes few working days, this not a premium service and you have to pay for this extra

 

[youngliu1023]

Today I went to another apple store. The manager agree to give me a small discount that don't charge the labor fee 109 dollars.
In the store another lady is talking to the engineer about the logic board, she has a same 13 inch MacBook Pro but with touch bar.
After a while a staff take a new logic to the front. It's lucky to me that they have plenty inventory logic board in the store.

 

[agaskew]

In summary: your statement that "Fifteen months’ lifespan for a MacBook Pro is clearly unacceptable in anyone’s book" is wishful thinking. The law and the manufacturer only guarantees you 12 months of failure-free operation. Any issues after that is your responsibility and you have options to protect yourself from it, for instance, by buying insurance.

However, this law varies, depending on where you are in the world. For example, in some circumstances within the EU, this period is two years. So given that products are built to the same standard world wide, the argument proposing 12 months as a lifespan does not hold up.

All too often, when people complain about Apple products being too expensive, the response is that Apple products are of a higher quality. If this were true, then its reasonable to expect them to last longer than cheaper, broadly equivalent products. My experience is that several years ago this was the case with Apple products. But not so much any more.

Regarding the OP's problem - is it definitely 100% true that a logic board replacement will fix the issue? And, if the repair was done, would the repair and/or the laptop itself have any further warranty?

 

[leman]

However, this law varies, depending on where you are in the world. For example, in some circumstances within the EU, this period is two years. So given that products are built to the same standard world wide, the argument proposing 12 months as a lifespan does not hold up.

I would certainly not propose 12 months as a lifespan! Its way to short and I'd be disappointed if my computer broke after 15 months as well. What I was saying is that there is not negligible probability that it will break within that time period and you can't necessarily conclude from it that the laptop was defective. And yes, the law is relative — and so is the price. The warranty is essentially a mandatory insurance to protect the customer, and the manufacturer usually includes this risk in the price.

All too often, when people complain about Apple products being too expensive, the response is that Apple products are of a higher quality. If this were true, then its reasonable to expect them to last longer than cheaper, broadly equivalent products.

Its all about probabilities. Yes, Apple products are better quality than some others. Which makes them less likely to fail. It doesn't mean that they won't fail. In frequentist interpretation, if you buy 100000 laptops from Apple and 100000 laptops from Asus, you can be almost sure that after 3 years more of the Apple laptops will still be functional.

Still, no matter what product you buy, there is a small chance that it will break down sooner that is expected. Thats why insurance is usually a good idea. I had two different kitchen appliance products from absolute top of the range (the manufacturers are confident enough to give 10 years warranty!) break down dramatically within the first two years. I got them replaced of course, but it doesn't mean that these products are crap. For most people, they serve for an entire lifetime.

My experience is that several years ago this was the case with Apple products. But not so much any more.

Can you back it up with some hard data? I am quite certain that for every release of an Apple product, there was at least one unit that failed around 15 months period.

I have direct experience with more Apple laptops than many people here simply because I purchase around 10 per year on average for our organisation. I haven't noticed any increase of repair cases or failures since the 2016 model came out. Still, I wouldn't take it as evidence for anything, since its not enough data to make any statements.

And, if the repair was done, would the repair and/or the laptop itself have any further warranty?

You normally get warranty on the repair itself. So if it doesn't fix the issue, they have to make it right. You don't pay for the logic board replacement after all, you pay to get it fixed. Mistakes in diagnostics is their problem.

 

[ikir]

I called Apple support, they can't help me, ask me go to apple store and talk to the manager again.
Actually I don't have courage to throw another 625 dollars on this computer, the quality is too low, I am afeard it would dead again after fixing.
My 2011 15 inch MacBook Pro is still working.

Wrong, usually 2011 MacBook Pro are easily the first noes to die. You has been unlucky sorry.