Comments on: The Apple Repair Circus Official blog of Red Sweater Software Fri, 09 Oct 2015 20:11:22 +0000 hourly 1 By: Vinny Thu, 25 Jan 2007 08:01:21 +0000 I have read all of the comments here, while researching / considering the purchase of a MBP C2D refurb from Apple. I am convinced that the Mac OS is the way to go. However having read these comments, and many more elsewhere, I am sorry to say, but until I see more posts showing better customer service and problem solving on Apple’s part, I am going to hold on to my $2000 and use this Windows laptop.

Good luck to you all.

By: Michael Fri, 27 Oct 2006 16:18:25 +0000 My Macbook Pro has been in the shop for a week with no sign of when I’ll get it back. The tech who was working on it took the rest of the week off :) If he keeps it for another week he’ll have owned it as long as I have.

Seeing the new MacBook Pros with the Core Duo 2 processor, DL Superdive & larger hard drive come out this week while mine is sittitng in the shop sucked. Mind you if Apple wants to replace mine with one of the new ones that’d be fine with me.

By: Rachel Mon, 23 Oct 2006 21:43:33 +0000 I’ve read everyone’s horror stories and sympathize with all of you. I too have had the worst experience with my Macbook Pro. I’ve had mine since the end of August and it has gone through 4 repairs in the span of 2 months. First, the battery needed to be replaced, then the AC adapter, then the optical drive and here comes the lipstick….the hard drive. I have lost everything on my computer and now need to reinstall Microsoft Office and Adobe creative suite. Not to mention that I lost all of my files. Thank god everything was under warranty. However, Apple was totally unwilling to replace my computer. According to them, my computer needed to undergo 3 full repairs. They also believe that the battery and AC adapter don’t count as repairs. WTF laptops need batteries and AC adapters in order to work. I also spent one hour on hold with the service line only to find that the service rep couldn’t help me. That call costed me $40. Apple has a notorious reputation for terrible customer service. I told this to them after my 5th phone call to them of being unsatisfied. I also told them that they need to value their customers. We are what keeps them in business. I also told them that it says a lot that they have to put a quota on the number of repairs before they replace computers. Now tell me, how does this reflect on their product if they need to do that…not very well. I have been a MAC user for 10 years, I forked over $2000 for a computer that I thought was going to be reliable, and it has been anything but. Apple does not take responsibility for their product when there is a problem they only take credit for it when the product is working. Moral of the story, Apple needs to take their customer complaints seriously, instead of filing them away in some computer system. I’m pissed with their unwillingness to help me, they even had the balls to tell me that I should spend $300/wk to rent a computer while my own computer was being fixed (4 times in the span of two months). Now that I have my computer back I am counting down the days until it breaks down again. I hate to say it, but if I could go back in time 2 months ago, I would definately reconsider purchasing this laptop.

By: Michael Sat, 21 Oct 2006 03:20:46 +0000 I’m having a bad experience too. I sold a very valuable guitar to afford a brand new Macbook Pro. I started my own design studio so I have a few clients already and lots of work to do. I bought the pro in mid Sept. in Toronto. Within 5 days my Pro is DOA. I drive 90 minutes to a great reseller (none in my small town) and after a long hassle they give a slightly new floor model because they didn’t have any new ones left. 3 weeks later and it starts crashing, losing data, it won’t recognize the battery, etc. Applecare gets me to pull the RAM out and it’s seems fine for a day. Now Tech Tool is telling me that the VRAM is bad. So I move all of my data over to my beat to hell G3 Ibook and after that I run Tech Tool again which is telling me that everything is fine. So now I have to waste a day in Toronto dropping the MacBook Pro which will take a week for them to look at and then I’ll have to drive up to get it. And maybe it’ll work for more than 3 weeks. Impossible to rely on this brand new machine and unbelievable that my G3 Ibook is my good laptop.

Can’t wait to hear the “We’ve never heard of this problem” from Applecare & the reseller.

By: Jeff Thu, 05 Oct 2006 23:51:15 +0000 I have been a Apple customer for years. Started with a II+ followed by Mac+, MacII, iMacG3, MacMini G4, then another Mini G4, and now a MacBook Pro. Macs have worked well for me, and in return, I have bought several Apple products.

Unfortunatley, the string of luck with my Macs has come to an end.

I got on the waiting list to upgrade to a MacBook Pro as soon as they came out. By the second week they were shipping, the store called me and told me they had my MacBook. Very good service.

I get it home and first find that even though its a notebook, its NOT a laptop. Even Apple won’t call it a laptop, they call it a portable. You know why? Thats because they run so darn hot, if you sit it in your lap while running, it will literlly burn your legs, and I have to put a pillow in between it and my legs.

After 3 months of using my new MacBook Pro, it started rebooting randomly, had lousy performance, and was overheating. I took it to the apple store for repair. They replaced the motherboard, heat riser, and a couple of other items and return it to me. The random reboots are gone, but it still runs mighty hot.

Take it home. Use it for a couple more months. Now it starts having other problems. Like it just randomly powers off. No warning. No battary low prompts. Just boom, and it shut off, even with a battary that has a 90% charge.

It also locks up frequently. Not completely locked up, just fits of no response. For 15 or 30 seconds, the computer just won’t respond. No mouse clicks. No keyboard entry. Won’t even respond to trackpack movements.

Then, after using it for a couple of hours, it gets dog slow. The same apps that ran okay right after you fired it up just start running slower and slower. It’s not running out of memory, as I have 1.5GB of ram in it. For some reason, it just gets slower with use, even if you close all apps, and restart just one app. It’s not whats running at all, it’s just how long you use the computer after startup that effects it’s performance. And no, I don’t run PPC apps. I only run universal apps.

I post this information on a popular mac forum, and someone tells me that the fan is defective, the computer is overheating, and therefore, the processors are slowing down to protect themselves from generating more heat.

I know intel processor are designed to do this through their TM1 and TM2 thermal monitoring, so this makes complete sense.

I go to apple store, they do some tests, tell me that I have a bad battery. They replace it under warranty and call it fixed, and tell me to pick it up.

This may explain the random shutdowns, but it doesn’t explain the constant performance problems. I told them about the overheating, and again, they failed to listen, although they did run 24 hours of testing. I guess they get so many hot MacBooks, that they don’t really know when one really runs hotter than it is supposed to :(

I guess I’m just frustrated. I’m going to pick it up again tomorrow, but with only a battery replacement, I really don’t think they have addressed the other issues, and I know I will be bringing it back in again.

So far, just a bad experience. I may sometime buy an apple again, but NEVER one of the “portable” products. Apple needs to make this right, not only to me but everyone here who has the same problems. We aren’t just random people with a just a few bad apples (pun here). I’m sure the only people that are having real success with the machine are people who use it to browse the web and check e-mail. Do anything that uses the CPU at all, and you have a geniune space heater.

By: Owen Conway Wed, 04 Oct 2006 13:18:21 +0000 I’m having my own problems with apple’s UK repair centre. I asked them to replace the delete key, it having popped off after 2 weeks into my new purchase. I figured they might change they keyboard over, but they did that, and replaced the main logic board. Since then the firewire doesn’t work and the USB isn’t stable. Any movement of the machine (well within acceptable tolerances) when switched on results in the speakers making popping sounds, and more often than not, the machine will freeze. The machine completely freezes occasionally also, for no reason whatsoever.

I just sent it off for its second trip. fingers crossed.

By: Rich Thu, 31 Aug 2006 17:18:36 +0000 Hi,
Just to add to the list I am going through a MPB nigthmare right now as well. I’ve had it less than 14 days and I can’t believe the problems it has already.
To start it took a week to ship (just the shipping not the build time) and I paid for 2 day delivery. When I open the box right off the bat the screen is warped and the left latch didn’t work so the left side is hanging up in the air by 1/4″. The screen is also out of alignment and slightly hangs off the left edge. The build quality is pretty sad. I can;t beleive it really. How did this get by inspection!

To top it off just when I thought that was bad enough the magsafe adapter packs it in so I’m without a useable computer now. I am blown away at how Apple has responded also. I’ve been on the phone and email and they are telling me to send it in to be repaired and that’s it. No reimbusement no other idea other than it’s my problem now. I have to now travel or ship the computer 120km to the nearest apple dealer and wait and see what they say. What a waste of energy. Ok I’m done my rant but yes I would be wary of Apple’s line up..they aren’t building them like they used too.

By: joan lartin-drake Fri, 25 Aug 2006 19:04:09 +0000 HI,
I rarely take the time or energy to complain to someone who can not do anything aobut my situation but after5 weeks of abolute hell with my MBP, I have had it. The mac side is fine, but when I try to run Windows, using an dmittedly intense biofeedback program, it acts beyond weird-won’t shut off, restarts itself automatically, and after I updated the Mac drivers 2 days ago, I lost sound completely. This after Apple replaced teh locgic board and sound board two weeks ago.

I tell my firends I have a new part time job-trying to get this machine to function even marginally. I am spending way too much time and energy, not to mention money and all I am getting is a very large headache. This is my 5 th or 6th Mac in 20 years, and I am a HUGE Mac fan, but I think they have a really big problem on their hands.

Having bought manyused Macs, I rarely interacted with their CS aand tech support-they are chronically overwhelmed, the waits are unbelieveable, and the last time I spoke to a more or less Windows specialist at MAc tech support-I am really, really technically inept-he failed to suugesst the most simple solution to the dual sound problem-music coming form the machine as well as the speakers. I ended up figuring it out myself.
Last noite I decided to put it aside until my own tech person is back from vacation, I just can’t face it any more. I never thought I woudl say this about a mac. She is proably going to have to wipe the HD and start all over, a very expensive and time consuming prohject, thatmay well end up not accomplishing anything. And I can’t ever return it as the 30 peeriod is up. I pray they recall this machine, soon.

By: Ben VonZastrow Sat, 01 Jul 2006 01:34:22 +0000 I’m sorry to hear about the issues you have been having. I thought I’d contribute to your list here by describing (in extreme brevity) the problems I have been having with Apple while trying to get my macbook repaired.

I dropped it off at the Apple store on the 9th due to it draining the battery while asleep. It is now the 30th and I still do not have an eta for when the machine will be finished. At the very best I will be getting it on the 5th (*IF* they manage to finally ship it out next Monday).

Calling customer service is a complete and total waste of time. They just keep telling me they are sorry and that they have no way to help me. I wonder why there is even a customer service department if the best they can do is “Sorry, there’s nothing we can do”.

I’m out a brand new machine for a complete month now (I had it for 2 days) and the best Apple can do is “meh”. This is crap.

By: Christian Munch Thu, 29 Jun 2006 14:50:08 +0000 I just got my Macbook pro 15″ 1,83 back from Apple today after having it sent in for the CPU whine. And it is compltely gone – it is fixed! ! Quiet like a mouse.

According to the repair details they replaced the mother board.