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BSOD on a Macbook Pro?


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#21 tastywheat

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Posted 21 August 2014 - 11:17 AM

TB, the main reason I approached JB is that Apple have been actively ignoring the problem for other customers.  Under ACL, I might have been able to get them to repair it, but this almost certainly would have used a logic board with the same problem.  They wouldn't have had a legal obligation to replace it.  However, I agree that they would have been prompt about it, and the customer service would have been far superior.

 

The 2007/2008 Nvida recall program was only initiated after a class-action lawsuit, and unfortunately, I'm assuming it's going to take something similar for Apple to act on this problem.  There's already a change.org petition with over 10,000 signatures, and a recent reddit thread has attracted more than 3,000 comments in less than 3 days.  I don't think there's any question over whether the problem is real, but it's difficult to judge how widespread it is.  10,000 is trivial compared to the ~5 million or so probably sold in 2011 with ATI graphics cards.



#22 TinBane

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Posted 21 August 2014 - 12:31 PM

As someone who's worked at an Apple Authorised Repair Centre, I can safely say that even if Apple won't publicly extend the warranty to 3 years, like they did in the 2007/2008 extended warranty, they will fix your problem.

As you say, the incidence of problems is low, a repair probably would have been fine, although Apple have often chosen to replace such machines, especially in a case where they are going through their stock of repair parts quickly. If the issue is as big as people claim, this is going to happen.

 

Getting 10,000 signatures doesn't mean there's 10,000 affected customers. They shift a lot of these units, and TBH, many of the people who will try and claim that they are effected by this issue, have a different problem, or a different model. I went through the 2008 issue, and loads of people brought in their "2008" machines, with "the same issue, the one with the graphics card". Some of them didn't even have the effected chipsets, and the problem was something else (like a cracked screen). One of the reasons the 2008 thing took so long to resolve, is that nVidia lied to apple (and their insurers) about the failure rates. For each claim on the 2008 extended warranty, we had to run a particular peice of software to dump out a file, and submit it to Apple, specifically so nVidia would honour the warranty repair. This was unheard of at the time.

 

Any perceived systematic failure of Apple hardware, generates crazily loud response. For some reason, people love jumping on board. I think in this case, Apple would have given certainly quicker service, and likely a similar outcome. If you go to an Apple Authorized Repairer, they will know whether this is a frequent issue, and they can tell you to complain loudly about the offer of repair, or not.

 

Like I said, you've already got a great result. But the media generates quite a negative view of Apple, when in my experience doing repairs for them, they really went the extra mile to make sure people got a great result. I haven't worked in that field since 2009 though, so maybe it's all got a lot worse in the intervening time?


Romans 10:3 absit iniuria verbis

#23 tastywheat

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Posted 21 August 2014 - 02:05 PM

Any perceived systematic failure of Apple hardware, generates crazily loud response. For some reason, people love jumping on board.

 

...

 

Like I said, you've already got a great result. But the media generates quite a negative view of Apple, when in my experience doing repairs for them, they really went the extra mile to make sure people got a great result. I haven't worked in that field since 2009 though, so maybe it's all got a lot worse in the intervening time?

 

 

I completely agree that Apple are subject to unfair scrutiny, and for the most part, go above and beyond every other company in the business.  I've experienced this first-hand with iPhone repairs, where they replaced a water damaged phone for a very reasonable out of warranty service fee.  However, in this case, I've spoken to quite a few other people with the same problem.  Apple have been taking a hard line on it, and generally attempting to charge people for repairs.  They've also been redirecting people to the point of retail sale, a policy they specifically outline on their Australian page : 

 

https://www.apple.co...utory-warranty/

 

The experience hasn't tarnished my appreciation for Apple products.  My Macbook from 2006 is still working flawlessly, though I've recently needed to replace the battery after ~1500 cycles.  I expect my new machine will last me at least 4 years.  

 

The reason this problem is complicated is because it appears to be caused by a latent manufacturing defect, and failures are only recently starting to emerge in large numbers.  The problem appears to be caused by the reduced fatigue strength of lead-free solder used in connecting the graphics IC to the logic board using a BGA surface mount pattern, which requires x-rays to verify connectivity.  Increased thermal strain causes the solder to fracture, creating intermittent problems at first, but quickly degenerating into a permanent failure.  Apple techs don't have the necessary equipment to specifically diagnose the problem, so while alleged Apple employees have claimed they're aware of the problem in online media, it's most likely an ad hoc diagnosis that isn't being reported to the higher ups.


Edited by tastywheat, 21 August 2014 - 05:18 PM.


#24 pumpjockey02

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Posted 21 August 2014 - 04:55 PM

If you are a professional working with the hardware I can't understand how they will not take back your product. It is old but JB have a brand they need to maintain and they are a publicly listed company now so returns are just a tax concession aren't they for mutinationals to be offset against their company tax. 

I have another good story about apple my mum bought a 4s from apple and had it for 6 months the speaker stopped working she went up to the apple store, they replaced it with a new phone, transferred all her data and installed the new OS on her phone on the spot. She rang ahead in the morning. Customer service 5 stars for that.

pump.



#25 tastywheat

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Posted 21 August 2014 - 05:21 PM

Pump, JB eventually did the right thing, and I think my trouble was mostly as a result of going to a store that had recently opened, and were therefore still in the process or sorting out their systems.



#26 tastywheat

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Posted 22 August 2014 - 11:17 AM

The 2007/2008 Nvida recall program was only initiated after a class-action lawsuit, and unfortunately, I'm assuming it's going to take something similar for Apple to act on this problem.  

 

Looks like the lawyers are now getting involved:

 

Lawyers Researching Possible Class Action Lawsuit Over 2011 MacBook Pro Graphics Issues



#27 TinBane

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Posted 02 September 2014 - 03:42 PM

It will be interesting, to see what happens.

Lawfirms like the one mentioned here, often research, and often start class action suit. Without necessarily having even signed up a single person yet (they can start a lawsuit without having a single plaintiff sign up with them). 

It's all a bit weird in the US. So the fact that someone who specialises in these kind of class actions (kind of like a tech ambulance chaser) is interesting, it may be that they haven't determined how many people are effected yet.

 

If Apple are giving people grief about getting it fixed, they deserve a good kicking. But based on past performance, it seems unlikely they denying these unfairly. Who knows though, right? Maybe it's a change of management for warranty repairs?


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#28 tastywheat

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Posted 23 February 2015 - 11:29 AM

Looks like Apple have finally acknowledged the problem, and launched a repair program:

https://www.apple.co...ro-videoissues/




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