So what's the story on MBP 7200rpm HDD recall?

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
I must have missed this on MR -- but today I got a call (and an email) telling me that my SR MBP has been recalled due to "drive not mounting/recognized". Quick turnaround is promised, but what gives? This recall appears to be limited to MBPs ordered with the 160GB 7200rpm HDD. Have others had this problem? :confused:
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
I didn't get a thing... I hope I dont get called... my HD works just dandy!!!
Well mine seems to work fine too, but they were adamant about the recall. Here are the salient bits from the unsolicited email:


Re: MACBOOK PRO (15-INCH 2.4/2.2GHZ) Serial Number XXXXXXXXXXX
Problem Description: Internal Hard Drive - Drive not mounting/recognized

Thank you for selecting AppleCare Service to repair your Apple product.

Notice to Consumer: Please read important information at the end of this email message.
Our initial diagnosis indicates that because your repair will likely be covered by the warranty, an AppleCare Protection Plan, or another Apple repair program, there should be no charge to you. If any question arises regarding the repair coverage, we will contact you by phone or email.

Within two business days, you should receive the return instructions for your product and an empty shipping box for you to use. Please don't use any other box, because if the product is damaged in shipping as a result of improper packaging, it will not be eligible for service and will be returned to you unrepaired. Unless otherwise instructed by an Apple representative, do not include other items, such as the power adapter, as they will not be returned to you.
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
Any other comments here? I can hardly imagine that I'm the only one who has been contacted regarding this problem...
 

Osprey

macrumors 6502
Jun 18, 2007
297
0
In a Galaxy Far, Far Away
Any other comments here? I can hardly imagine that I'm the only one who has been contacted regarding this problem...
Well I haven't received an email from Apple about recalling my 7200 HDD and I will not be happy if this turns out to be true because it took them six weeks from the time I ordered on the first day they were available to deliver mine. I really can't imagine being without for any length of time, let alone the hassle of sending it in, etc. This will be a major bummer.:mad:
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
Well I haven't received an email from Apple about recalling my 7200 HDD and I will not be happy if this turns out to be true because it took them six weeks from the time I ordered on the first day they were available to deliver mine. I really can't imagine being without for any length of time, let alone the hassle of sending it in, etc. This will be a major bummer.:mad:
This is weird. I'm beginning to smell a rat. Think this could be some kind of scam?
 

Gandhi

macrumors regular
Jun 27, 2007
160
0
TX
7200 rpm drive on 15" SR MBP with AppleCare, and I have not gotten any emails or calls.

Be very careful and double-check the mailing address if you do decide to send it in.
 

henhowc

macrumors regular
Jun 12, 2007
239
3
Los Angeles, CA
Well mine seems to work fine too, but they were adamant about the recall. Here are the salient bits from the unsolicited email:


Re: MACBOOK PRO (15-INCH 2.4/2.2GHZ) Serial Number XXXXXXXXXXX
Problem Description: Internal Hard Drive - Drive not mounting/recognized

Thank you for selecting AppleCare Service to repair your Apple product.

Notice to Consumer: Please read important information at the end of this email message.
Our initial diagnosis indicates that because your repair will likely be covered by the warranty, an AppleCare Protection Plan, or another Apple repair program, there should be no charge to you. If any question arises regarding the repair coverage, we will contact you by phone or email.

Within two business days, you should receive the return instructions for your product and an empty shipping box for you to use. Please don't use any other box, because if the product is damaged in shipping as a result of improper packaging, it will not be eligible for service and will be returned to you unrepaired. Unless otherwise instructed by an Apple representative, do not include other items, such as the power adapter, as they will not be returned to you.

That's the same e-mail blurb they send you after an Applecare Rep has approved a repair request. You should call them up and see whats going on. Did they elaborate?
 

milozauckerman

macrumors 6502
Jun 25, 2005
477
0
Doesn't say 'recall' - looks like an AppleCare repair ticket. They probably entered your serial number by accident - some poor guy one number off is trying to figure out why they're ignoring his busted MBP.
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
That's the same e-mail blurb they send you after an Applecare Rep has approved a repair request. You should call them up and see whats going on. Did they elaborate?
I made no request. The woman (she called herself "Leah Welch") said that Apple was notifying me regarding a possible problem that they were willing to fix gratis. She gave me a callback number (512-674-2500) which in fact rings up some place that calls itself "Apple" but it is a Texas area code, and all I get is a phone bank that leads nowhere.

I plan to contact Apple tomorrow to get the real story behind this.
 

erandall38

macrumors 6502
Jun 24, 2007
455
0
area code 512 is Texas and that is where Apple's main call center is. All calls I have recieved from call centers from Apple is 512.
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
area code 512 is Texas and that is where Apple's main call center is. All calls I have recieved from call centers from Apple is 512.
Well maybe this is legit. They got my address, phone number, email, MBP serial number... If it's a scam then its a pretty elaborate one. Weird though how nobody else seems to have been contacted. If this is a genuine MBP problem then certainly it would be affecting other units. :confused:
 

squeeks

macrumors 68040
Jun 19, 2007
3,389
14
Florida
its prolly just certain serial number drives, and you happen to be the only one on this board that happens to have one, not many people on here have 7200RPM drives...Dont worry, call apple care to make sure then send it in.
 

Santa Rosa

macrumors 65816
Aug 22, 2007
1,048
0
Indiana
its prolly just certain serial number drives, and you happen to be the only one on this board that happens to have one, not many people on here have 7200RPM drives...Dont worry, call apple care to make sure then send it in.
Hope I dont get called up!!! I have the 7200RPM hard drive option. My first 7200RPM hard disk MBP vibrated pretty badly so that got replaced. Not sure how that could be linked to this problem though.

Thats a bummer now, this thread has got me worried lol. Will post back if I get a recall so so so so so hope not!!! :eek:
 

koops

macrumors regular
Jun 18, 2007
169
0
London
Mine has been running perfectly - no call and I'm glad, because I too had to wait 7 weeks to get my MBP!!
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
So I spoke with Apple this morning and it appears that the repair order is legitimate, but strange because I did not submit it. Apple repair simply cold-called me to tell me that I needed to send in my MBP for HDD replacement. Nobody I spoke to today could understand why I was contacted. They promised to look into it but suggested that I not send in my computer until I hear back from them (good advice!).
 

Merlinus

macrumors newbie
Jun 22, 2007
21
0
I've read about this issue from someone else in another forum too. Keep us posted on what happens!
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
Well it seems that Apple Service in Austin is unwilling to disclose the situation regarding my MBP with Apple in Cupertino because it is considered an "internal" service matter and therefore private. I am told that I have to contact Apple service in Austin myself. I have done so but of course all I get is phone mail.

I find it odd that lines of communication within Apple are so isolated from each other, apparently intentionally. I had always thought that Apple prided itself on going beyond traditional corporate architecture. So much for "thinking different".

So is my computer really in need of repair? Who knows.
 

Helfeather

macrumors member
Aug 20, 2007
65
0
Well it seems that Apple Service in Austin is unwilling to disclose the situation regarding my MBP with Apple in Cupertino because it is considered an "internal" service matter and therefore private. I am told that I have to contact Apple service in Austin myself. I have done so but of course all I get is phone mail.

I find it odd that lines of communication within Apple are so isolated from each other, apparently intentionally. I had always thought that Apple prided itself on going beyond traditional corporate architecture. So much for "thinking different".

So is my computer really in need of repair? Who knows.
Oh please, they outsource from China just like everyone else.

Dam, which laptops are made in Japan again?
 

8thMan

macrumors regular
Original poster
Feb 17, 2006
163
0
Finally reached Apple Service. They confirm that a number of MBP with the 7200rpm HDDs are experiencing problems (based on consumer complaints) so they decided to q-u-i-e-t-l-y contact MBP owners with HDDs that matched the suspected serial numbers. I guess I'm one of them. The rest of Apple appears to be oblivious to this recall -- *ahem* -- I mean proactive customer service.
 

Estelio

macrumors newbie
Aug 21, 2007
22
0
Can you tell us when you purchased your MBP?

Those with 7200 rpms may want to gauge if they may be in danger or not.

When you called Apple, did they give you a range or serial numbers for recall refference?

If not, ask for them, so we know to expect a call or not!
 

chrisleung

macrumors newbie
Aug 24, 2007
1
0
8thMan,

I got the phone call also, from the same phone number. I haven't gotten to the point where I've inquired what it was about but I'm assuming it's the same issue as yours.

They want to take the laptop for up to a week to 'analyze it' and determine whether it needs servicing. They said it was a 'performance' related issue and nothing related to the integrity of data--according to 'Leah', I would not have to back up my data in this process. (???)

It will be very hard for me to part with the laptop for a week. I wonder whether they can do a laptop swap rather than it being MIA for a week. This is very unfortunate, and frustrating.