The death of Apple support

[shareef777]

Anyone else getting no where with Apple support? I've opened 3 cases in the past 6 months about my 2016 MBP always crashing when plugging in my LG5K or waking it up from sleep. All three cases would ask I run their diagnostic tools and send them the report, which I do. Then for two weeks I send emails every couple days asking for a status update only to get absolutely no responses. Just curious if I'm running into some bad luck and getting the bad "apples" in tech support, or if this has become par for the course at Apple.

 

[adamh10]

Have you tried calling them for an update? I haven't had any issues with support - in fact they've been pretty much the usual Apple Support I've come to know an expect which is pretty solid - but mostly that's over the phone. So if you aren't hearing back via email, perhaps calling them and giving the case number and stating that you want an update on the status of it would be ideal?

Good luck. Sorry to hear about your troubles!

Cheers

 

[shareef777]

Have you tried calling them for an update? I haven't had any issues with support - in fact they've been pretty much the usual Apple Support I've come to know an expect which is pretty solid - but mostly that's over the phone. So if you aren't hearing back via email, perhaps calling them and giving the case number and stating that you want an update on the status of it would be ideal?

Good luck. Sorry to hear about your troubles!

Cheers

So I called and got a line that this is a known issue and “engineering is working on it”. That’s a bunch of bull. This issue has existed since the release over a year ago and through Sierra and now High Sierra.

 

[doitdada]

So I called and got a line that this is a known issue and “engineering is working on it”. That’s a bunch of bull. This issue has existed since the release over a year ago and through Sierra and now High Sierra.

Engineering is working on it? So you got the division in your office developing, applying and shipping the next gen Star Trek specs to your MacBook Pro? Have you taken your machine to a Apple store or authorized dealer? I always get service when I show up with my face and a computer. Don't get angry, be specific or you will just be "engineered" away. Your Mac will just be another "brick" in the wall

Personally I have had issues, but all of them have been replaced, fixed or refunded. Norway has great consumer legislation, I guess the US has it as well, you just need to find the specific paragraph, law etc.

 

[kohlson]

I bought a 2016 13-MBP for my daughter in college. Within a few weeks she complained that nearly every time she closed it, it restarted on reopening. I received all manner of BS responses at the Apple Store, such as: "It's supposed to do this to make sure the latest updates are installed." and "It's a software problem." After a few months when she was home for break we took it in, also because of a stuck key. Since that can no longer be fixed without going to the repair center, off it went. It came back with a new top case (required for the keyboard) and a new logic board, as "some pins were bent." Both problems solved.
The real annoyance here is their Genius Bar diagnostics. Because hers passed with flying colors they were interested in pursuing the reboot issue. My 2013 15-MBP started going flakey in April, with crashes and screen blank outs increasing in frequency. Finally in August, I did the diagnostics. Passed with "no problems." It all-but died a week later (POST gong, and keys light up - no internal or external display). At the Apple Store it passed diagnostics again, even as it was sitting, darkly, there in front of the Genius. They replaced the display, logic board, top case and SSD.

 

[Nixir]

I bought a 2016 13-MBP for my daughter in college. Within a few weeks she complained that nearly every time she closed it, it restarted on reopening. I received all manner of BS responses at the Apple Store, such as: "It's supposed to do this to make sure the latest updates are installed." and "It's a software problem." After a few months when she was home for break we took it in, also because of a stuck key. Since that can no longer be fixed without going to the repair center, off it went. It came back with a new top case (required for the keyboard) and a new logic board, as "some pins were bent." Both problems solved.
The real annoyance here is their Genius Bar diagnostics. Because hers passed with flying colors they were interested in pursuing the reboot issue. My 2013 15-MBP started going flakey in April, with crashes and screen blank outs increasing in frequency. Finally in August, I did the diagnostics. Passed with "no problems." It all-but died a week later (POST gong, and keys light up - no internal or external display). At the Apple Store it passed diagnostics again, even as it was sitting, darkly, there in front of the Genius. They replaced the display, logic board, top case and SSD.

Ya know... I felt terrible for months when I bought my son a Dell XPS for uni after I'd promised to get him a mbp, also in 2016. Over the past year I felt more and more I've made the right decision. The 4K screen on the XPS is also gorgeous! I still think the touch is a gimmick though...

 

[shareef777]

I bought a 2016 13-MBP for my daughter in college. Within a few weeks she complained that nearly every time she closed it, it restarted on reopening. I received all manner of BS responses at the Apple Store, such as: "It's supposed to do this to make sure the latest updates are installed." and "It's a software problem." After a few months when she was home for break we took it in, also because of a stuck key. Since that can no longer be fixed without going to the repair center, off it went. It came back with a new top case (required for the keyboard) and a new logic board, as "some pins were bent." Both problems solved.
The real annoyance here is their Genius Bar diagnostics. Because hers passed with flying colors they were interested in pursuing the reboot issue. My 2013 15-MBP started going flakey in April, with crashes and screen blank outs increasing in frequency. Finally in August, I did the diagnostics. Passed with "no problems." It all-but died a week later (POST gong, and keys light up - no internal or external display). At the Apple Store it passed diagnostics again, even as it was sitting, darkly, there in front of the Genius. They replaced the display, logic board, top case and SSD.

Issue is that this is my work machine as well as personal. I can't afford to lose it for a few days while they send it out for repairs. I don't have a spare laptop laying around to use. Do you think if I show up in person and they have to send it in that they would give me a loaner?

 

[madrich]

Issue is that this is my work machine as well as personal. I can't afford to lose it for a few days while they send it out for repairs. I don't have a spare laptop laying around to use. Do you think if I show up in person and they have to send it in that they would give me a loaner?

They do not do loaners.

 

[Hanson Eigilson]

Anyone else getting no where with Apple support? I've opened 3 cases in the past 6 months about my 2016 MBP always crashing when plugging in my LG5K or waking it up from sleep. All three cases would ask I run their diagnostic tools and send them the report, which I do. Then for two weeks I send emails every couple days asking for a status update only to get absolutely no responses. Just curious if I'm running into some bad luck and getting the bad "apples" in tech support, or if this has become par for the course at Apple.

Does it happen no matter which port you use ?

 

[shareef777]

Does it happen no matter which port you use ?

Yep. I've also tested plugging in the LG 5Ks with no USB-C adapters attached.

 

[smallcoffee]

I bought a 2016 13-MBP for my daughter in college. Within a few weeks she complained that nearly every time she closed it, it restarted on reopening. I received all manner of BS responses at the Apple Store, such as: "It's supposed to do this to make sure the latest updates are installed." and "It's a software problem." After a few months when she was home for break we took it in, also because of a stuck key. Since that can no longer be fixed without going to the repair center, off it went. It came back with a new top case (required for the keyboard) and a new logic board, as "some pins were bent." Both problems solved.
The real annoyance here is their Genius Bar diagnostics. Because hers passed with flying colors they were interested in pursuing the reboot issue. My 2013 15-MBP started going flakey in April, with crashes and screen blank outs increasing in frequency. Finally in August, I did the diagnostics. Passed with "no problems." It all-but died a week later (POST gong, and keys light up - no internal or external display). At the Apple Store it passed diagnostics again, even as it was sitting, darkly, there in front of the Genius. They replaced the display, logic board, top case and SSD.

Diagnostic tools aren’t perfect and they only serve as a entry point into figuring out what is wrong with your computer.

 

[leman]

Apple was never very fast with low-priority bug fixing, but their support is second to none. If what you are observing is indeed a software/firmware bug, then yes, fixing it might take time, especially if the bug is not critical.

 

[fitzsimonsjl]

Ya know... I felt terrible for months when I bought my son a Dell XPS for uni after I'd promised to get him a mbp, also in 2016. Over the past year I felt more and more I've made the right decision. The 4K screen on the XPS is also gorgeous! I still think the touch is a gimmick though...

Funny how we're at opposite ends here. Bought an XPS earlier this year after 12 years of macOS. After my second major repair they're currently escalating my case to figure out what to do as they feel that replacing the motherboard, wireless card, and antenna again won't necessarily solve the issue.

With the amount of downtime I've had with this laptop I feel like I should have just stuck to macOS. Cost wasn't the issue, it was the lack of ports, and touchbar on the new 15" models (mostly the touchbar). I also felt like nearly £2000 for a 3 year old PC (2015 model, internals are from 2014) was too steep, but now it looks like the route I'm going.

 

[KGB7]

Have you contacted LG or looked on their site for a fix??
There might be a firmware update for LG monitor that might resolve your issue.

 

[Samuelsan2001]

I bought a 2016 13-MBP for my daughter in college. Within a few weeks she complained that nearly every time she closed it, it restarted on reopening. I received all manner of BS responses at the Apple Store, such as: "It's supposed to do this to make sure the latest updates are installed." and "It's a software problem." After a few months when she was home for break we took it in, also because of a stuck key. Since that can no longer be fixed without going to the repair center, off it went. It came back with a new top case (required for the keyboard) and a new logic board, as "some pins were bent." Both problems solved.
The real annoyance here is their Genius Bar diagnostics. Because hers passed with flying colors they were interested in pursuing the reboot issue. My 2013 15-MBP started going flakey in April, with crashes and screen blank outs increasing in frequency. Finally in August, I did the diagnostics. Passed with "no problems." It all-but died a week later (POST gong, and keys light up - no internal or external display). At the Apple Store it passed diagnostics again, even as it was sitting, darkly, there in front of the Genius. They replaced the display, logic board, top case and SSD.

Actually that is how sierra and high sierra work there is no way of avoiding it in settings either.

This is a guide to getting it to stop.

http://osxdaily.com/2017/01/19/disable-boot-on-open-lid-macbook-pro/



[doublepost=1510589004][/doublepost]

Issue is that this is my work machine as well as personal. I can't afford to lose it for a few days while they send it out for repairs. I don't have a spare laptop laying around to use. Do you think if I show up in person and they have to send it in that they would give me a loaner?

If you use your computer for work and have no means of working without it then you have a problem. You either need a spare of some description or enough money to put away to buy a new one when needed, its all part of running a business you need a capital replacement budget and technical downtime strategies. Apple make their repair and replacement policies under apple care very clear and they have never loaned machines. This is your responsibility no one elses.

 

[shareef777]

Actually that is how sierra and high sierra work there is no way of avoiding it in settings either.

This is a guide to getting it to stop.

http://osxdaily.com/2017/01/19/disable-boot-on-open-lid-macbook-pro/



[doublepost=1510589004][/doublepost]

If you use your computer for work and have no means of working without it then you have a problem. You either need a spare of some description or enough money to put away to buy a new one when needed, its all part of running a business you need a capital replacement budget and technical downtime strategies. Apple make their repair and replacement policies under apple care very clear and they have never loaned machines. This is your responsibility no one elses.

Right, who in the world buys spare laptops!? Spare servers/storage I see, but an entire laptop just sitting around 'just in case' is ridiculous. I can afford to buy another laptop, but I'm trying to be civil with Apple. But with that sort of mentality, I guess I'll just buy one and use time machine to restore it completely over-night so I can keep on working. Then give Apple 10+ days to replace mine at which point I'll return the 'non-existent loaner'.

 

[Samuelsan2001]

Right, who in the world buys spare laptops!? Spare servers/storage I see, but an entire laptop just sitting around 'just in case' is ridiculous. I can afford to buy another laptop, but I'm trying to be civil with Apple. But with that sort of mentality, I guess I'll just buy one and use time machine to restore it completely over-night so I can keep on working. Then give Apple 10+ days to replace mine at which point I'll return the 'non-existent loaner'.

Businesses that can’t afford downtime buy spare computers, or have a service level agreement with a computer fixing company.

Yes your best bet is to buy another and keep replacing it within 14 days until Apple fix yours, of course Apple can’t really fix yours. Its just a software bug with some external screens, it’s been widely reported and is yet to be fixed, there is nothing wrong with your hardware anything they give you as a replacement will be the same. The thing to change here is the monitor or just restart every time it’s only 10 seconds boot time for pity’s sake.

 

[Hanson Eigilson]

Right, who in the world buys spare laptops!? Spare servers/storage I see, but an entire laptop just sitting around 'just in case' is ridiculous. I can afford to buy another laptop, but I'm trying to be civil with Apple. But with that sort of mentality, I guess I'll just buy one and use time machine to restore it completely over-night so I can keep on working. Then give Apple 10+ days to replace mine at which point I'll return the 'non-existent loaner'.

I think most people that depend on their computer for a living keeps a spare around really, and it's bad that LG5K is causing you issues like that, but it's not that rare with thunderbolt/USB-C on other platforms too.
what happens if you shut down MacBook, connect it to power, then connect to LG5K, then turn it on ?

 

[shareef777]

Businesses that can’t afford downtime buy spare computers, or have a service level agreement with a computer fixing company.

Yes your best bet is to buy another and keep replacing it within 14 days until Apple fix yours, of course Apple can’t really fix yours. Its just a software bug with some external screens, it’s been widely reported and is yet to be fixed, there is nothing wrong with your hardware anything they give you as a replacement will be the same. The thing to change here is the monitor or just restart every time it’s only 10 seconds boot time for pity’s sake.

If I didn't care for the 10sec, then I'd of gotten a Windows machine. That's the whole point of sticking with the Apple ecosystem. The "it just works" angle. If that's out the window, then what makes the Mac better then a Windows machine?

 

[Hanson Eigilson]

If I didn't care for the 10sec, then I'd of gotten a Windows machine. That's the whole point of sticking with the Apple ecosystem. The "it just works" angle. If that's out the window, then what makes the Mac better then a Windows machine?

I've been asking myself the same question looking at my next laptop (mbp17-15"), right now I have to use OSX for work but I feel like i'm trapped in apple's lost vision, it's not an easy thing to talk about at work so i'll probably just try and make the best of a bad situation and pretend like there is no problem same as everyone else.

 

[kohlson]

Actually that is how sierra and high sierra work there is no way of avoiding it in settings either.

Good info - learned something here. But I should clarify the use case here: Laptop is running and she closes the lid; a few minutes later opening the lid causes the system to reboot. I am pretty sure that is not a factory-configured expected behavior. In any event, after coming back from repair it no longer behaved this way. Now, closing the lid puts the laptop to sleep, and opening the lid after this wakes from sleep.

 

[Nixir]

Funny how we're at opposite ends here. Bought an XPS earlier this year after 12 years of macOS. After my second major repair they're currently escalating my case to figure out what to do as they feel that replacing the motherboard, wireless card, and antenna again won't necessarily solve the issue.

With the amount of downtime I've had with this laptop I feel like I should have just stuck to macOS. Cost wasn't the issue, it was the lack of ports, and touchbar on the new 15" models (mostly the touchbar). I also felt like nearly £2000 for a 3 year old PC (2015 model, internals are from 2014) was too steep, but now it looks like the route I'm going.

What kind of issues are you having? This is our first Dell and my son has been very happy with it, he just started learning Android development this year and it a fast little thing. With the 4k screen and 16GB of ram it's about on par with mbp cost wise, the deciding factor for us is also the lack of ports on mbps.

 

[Samuelsan2001]

If I didn't care for the 10sec, then I'd of gotten a Windows machine. That's the whole point of sticking with the Apple ecosystem. The "it just works" angle. If that's out the window, then what makes the Mac better then a Windows machine?

Well for one scaling on hi pixel density screens is much better.
[doublepost=1510652879][/doublepost]

Good info - learned something here. But I should clarify the use case here: Laptop is running and she closes the lid; a few minutes later opening the lid causes the system to reboot. I am pretty sure that is not a factory-configured expected behavior. In any event, after coming back from repair it no longer behaved this way. Now, closing the lid puts the laptop to sleep, and opening the lid after this wakes from sleep.

Ahh I misunderstood your post there sorry. Glad they fixed it for you.

 

[green86]

Issue is that this is my work machine as well as personal. I can't afford to lose it for a few days while they send it out for repairs. I don't have a spare laptop laying around to use. Do you think if I show up in person and they have to send it in that they would give me a loaner?

You can't realistically expect your machine to run 24/7 without hiccups, and it is irresponsible to not have a backup plan for when it is down if it really is that mission critical to your work. You know what they say about poor planning on your part...

 

[GtrDude]

So I called and got a line that this is a known issue and “engineering is working on it”. That’s a bunch of bull. This issue has existed since the release over a year ago and through Sierra and now High Sierra.

Hence the reason it's a known issue....