NTB Possible Motherboard Failure - USB-C Related?

[PalidinoDH]

Unless Best Buy's Geek Squad includes what was replaced in the packaging my 2016 13" NTB macbook pro will be returning in, I'll have to call them to see exactly what had to be replaced. On to what happened!

So, last Monday night, I had my laptop hooked up to my monitor using this Satechi adaptor, that I had been using for about 2 weeks every day. I use the second port to keep my laptop charged since the adaptor's power supply is meant for the weaker macbook.

Now, normally before getting off I would unplug it from the adaptor/disconnect it from the monitor's HDMI cable rather than leaving it hooked up over night even if the monitor and everything powers off on it's own from inactivity. A week ago though I forgot and left everything as is, that being my laptop on a shelf on my desk safely away from any sort of drinks but plugged into the charger and adaptor with the monitor still connected.

I woke up Tuesday morning (Valentines Day woohoo), to discover my laptop turned off and refusing to boot on no matter what I tried to fix the problem as described online. I took it back to Best Buy after owning it for maybe a month now and they sent it in. Following the Geek Squad tracking online, on the 15th there was a part determined as needing to be replaced, although no mention of the part.

If I call and find out what part had to be replaced, can anyone here help me determine what caused the part failure? For example I've heard many things about how USB-C accessories are commonly not made up to spec and can even cause serious problems. Should I look into a new USB-C adaptor/hub to use when I get my laptop back?

Also, should I be concerned my files are gone or would they have called me?

 

[Sanpete]

A lot of this is stuff Best Buy will know best. If it was related to the adapter, they should be able to tell you that. If they have to replace the logic board, they should still be able to recover your data, at least according to reports based on information from Apple. There's a thread here today claiming someone was told otherwise, but I don't know what to make of that.

 

[PalidinoDH]

A lot of this is stuff Best Buy will know best. If it was related to the adapter, they should be able to tell you that. If they have to replace the logic board, they should still be able to recover your data, at least according to reports based on information from Apple. There's a thread here today claiming someone was told otherwise, but I don't know what to make of that.

I saw that thread as well but he mentioned water damage whereas something went wrong caused by the hardware either inside of the mac or hardware I connected to it. I've never had to send in previous macbook pros or airs before so this whole thing is pretty new to me.

I called earler but the person I talked to wasn't able to tell me much in terms of specifics such as if there was any issue recovering data (couldn't look it up or something), however he did mention the problem had something to do with the logic board.

 

[Sanpete]

Well, hopefully Best Buy will be able to explain all soon. Good luck, and let us know how it goes!

 

[Mindinversion]

A lot of this is stuff Best Buy will know best.

Thank you! Best laugh I've had all day!!

If you want answers, Call Apple. When Worst buy gets your laptop back, all they'll be able to tell you is that they got it back, and if you're REALLY LUCKY there'll be some paperwork detailing the findings...but I wouldn't hold my breath.

 

[ZapNZs]

My guess would be that they needed to replace the logic board (simply because of how many different functions it performs and how few other independent parts the computer has.) If they are replacing the logic board, then they will also presumably have to replace the hard drive (since it is attached to the logic board.)

• Is the repair being covered under warranty?
• Do you have a backup of your files and how important are the files that are not backed up?
• Since you were informed of the pending service, have you called Apple directly, explained this to them, and inquire what their procedure is in this case? (if BB has to send it to Apple to do the repair, they may also have to use Apple for any data recovery tasks, and there is no way to know whether or not BB conveyed this on your support ticket unless you saw a copy that explicitly says this.)
• Although you are not using the adapter as a charger, are there any devices connected to the hub via USB-C or USB-A that carry their own independent power supply? (beyond the computer itself)
• Do you know if the USB cables (and/or the hub) you were using are USB-IF Certified?

 

[PalidinoDH]

My guess would be that they needed to replace the logic board (simply because of how many different functions it performs and how few other independent parts the computer has.) If they are replacing the logic board, then they will also presumably have to replace the hard drive (since it is attached to the logic board.)

• Is the repair being covered under warranty?
• Do you have a backup of your files and how important are the files that are not backed up?
• Since you were informed of the pending service, have you called Apple directly, explained this to them, and inquire what their procedure is in this case? (if BB has to send it to Apple to do the repair, they may also have to use Apple for any data recovery tasks, and there is no way to know whether or not BB conveyed this on your support ticket unless you saw a copy that explicitly says this.)
• Although you are not using the adapter as a charger, are there any devices connected to the hub via USB-C or USB-A that carry their own independent power supply? (beyond the computer itself)
• Do you know if the USB cables (and/or the hub) you were using are USB-IF Certified?

It's been covered under a Best Buy warranty.
I do not which is why I'm worried, the files are important and it would be a pretty big set back (learned my lesson, ordered an external hard drive and plan to set time machine up).
I hadn't called Apple, although my online status reported listed updates as a part was recognized and needing to be replaced, the part was in stock, and they had ordered it to their service center. Judging from the report they definitely put it in.
The only thing the hub was used for was a mouse receiver and HDMI coord.
I have no clue about the hub and the mouse was only $6 off Amazon so I wouldn't be surprised if it wasn't.

As I mentioned I did call but what I forgot to mention was while he couldn't check to actually tell me for sure, he seemed fairly confident that I would have been contacted if my files couldn't be restored, it wouldn't have just been shipped back. Since they shipped it back with next day I should have it either tomorrow or the day after to find out for sure. Also as I already mentioned the only real answer I could get over the phone was that the issue had something to do with the logic board.

 

[ZapNZs]

If it were me personally, I would call ASAP to clarify in the event that the request didnt make it all the way through the ranks and in the off-chance they rapidly delete the data off of a returned logic board for confidentiality reasons. However, that might be overkill, as I am a paranoid person.

 

[PalidinoDH]

If it were me personally, I would call ASAP to clarify in the event that the request didnt make it all the way through the ranks and in the off-chance they rapidly delete the data off of a returned logic board for confidentiality reasons. However, that might be overkill, as I am a paranoid person.

I should have taken your advice. They replaced the logic board with a fresh one, no data recovery. It's pretty messed up they swapped out my hard drive without asking me, especially since no data recovery was done. I'm now stuck waiting to hear back on whether or not they still have my logic board so that I can give them hell until they agree to send me it (because apparently they don't send out parts when I called earlier).

Does anyone know how much Apple charges to hook up the logic board to whatever for data recovery off the new macbooks? Best Buy gave me a general quote of 250+ if they still have the logic board.

Just read online the nTB model doesn't have a soldiered on SSD, even more mad they gave me a new one.

 

[Sanpete]

Just read online the nTB model doesn't have a soldiered on SSD, even more mad they gave me a new one.

I didn't notice you had that one. Makes no sense that they didn't save the hard drive, certainly not without asking. That's on Best Buy.

 

[PalidinoDH]

I didn't notice you had that one. Makes no sense that they didn't save the hard drive, certainly not without asking. That's on Best Buy.

Exactly, makes no sense at all that they'd replace the logic board with the SSD included without asking me, no sense they wouldn't call me to see if I wanted to either use data recovery services that were covered under warranty or if not if I wanted to pay for it to be done, and no sense that they wouldn't atleast send my SSD with my laptop to me instead of potentially tossing it out while I wait for a response to find out if they still have it.

I've got a paper here that was returned with my laptop saying they replaced the logic board and beyond that no one seems to be able to give me any answers right now about anything involving work on my laptop at my local Best Buy or through the geek squad number.

 

[Apple_Robert]

In the future, it would be best to let Apple handle any problems, seeing how the Mac is covered by their 1 year warranty. I hope that your repaired Mac works ok.

 

[noteple]

if you have the 2016 13" touch bar MacBook pro you may find the SSD soldered to the motherboard
Makes it hard to recover data on a motherboard failure.

I know you said NTB but Best Buy is still best buy

 

[PalidinoDH]

if you have the 2016 13" touch bar MacBook pro you may find the SSD soldered to the motherboard
Makes it hard to recover data on a motherboard failure.

I know you said NTB but Best Buy is still best buy

It's the same macbook casing I sent in and it's the same i5 that the lowest configuration came with, so no free upgrades at the cost of currently losing my SSD. I just called again and they won't be able to tell me if they still have my SSD at the service center for 1-2 days.

 

[PalidinoDH]

Final update on this: whether or not it's true, they claim the SSD was toast and they no longer have it. It feels more like something went wrong with the logic board, and they simply swapped it out for a new one and tossed the old one out. This whole thing of my SSD dying over night from sitting on the charger + a hub plugged in and them throwing it away without asking or telling me is ridiculous and I'll never use geek squad again. I highly recommend anyone who reads this to stick to your local apple store, even if it's an hours drive away. Atleast if you have files on your SSD you aren't looking to lose.

 

[Sanpete]

Thanks for the update. Sorry about the lost data.

 

[jerryk]

I would suggest a backup next time.

Your drive could go at any second, or you could drop the system, or ... And backup your data to two physically distinct place, like the cloud and an external drive. An external drive in a backpack is no backup if someone steals the backpack containing your backup drive and macbook.

 

[PalidinoDH]

I would suggest a backup next time.

Your drive could go at any second, or you could drop the system, or ... And backup your data to two physically distinct place, like the cloud and an external drive. An external drive in a backpack is no backup if someone steals the backpack containing your backup drive and macbook.

In 10 years I've never really had data loss, and certainly not to the point of losing a hard drive to the point I couldn't atleast run a data recovery program on it. That said, this whole ordeal has led me to set up time machine, it's just too bad it took a large loss of data to make me realize how important backups are.

 

[MichaelDT]

Personally I backup my backups, better extra safe than sorry.