“Cyberspace has been abuzz in recent weeks with reports of MacBooks that unexpectedly shut off, just as Raines’ machine does. Irate users have even coined a term for the issue: Random Shutdown Syndrome. They’ve documented it exhaustively on blogs and in online videos, and even mulled a class-action lawsuit. The MacBooks range in price from $1,100 to $1,500,” Julio Ojeda-Zapata reports for The St. Paul Pioneer Press.
“Apple’s public response so far consists of a sentence on its site: “If your MacBook is shutting down intermittently, please contact AppleCare for service.” Apple spokeswoman Teresa Weaver returned a Pioneer Press call Friday but offered no new information,” Ojeda-Zapata reports. “Apple has made good on its invitation to customers, in many cases.”
“‘I had a severe case’ involving up to six shutdowns a day, said Casey Burnett, a New York City-based marketing communications consultant, who took his MacBook to an Apple retail store for service. It was ‘repaired in less than 24 hours. I have nothing but positive things to say about my repair experience,'” Ojeda-Zapata reports.
“Florida-based marketing worker Mark Merenda said Apple promptly replaced his malfunctioning MacBook after he reported his random-shutdown problem,” Ojeda-Zapata reports. “But not all Random Shutdown Syndrome sufferers report such kid-gloves treatment. Some MacBook users claim Apple took days or weeks to get them up and running again.”
Full article here.
The Unofficial Apple Weblog (TUAW) reported back in early September on a possible explanation for random MacBook shutdowns that “centers on a cable that runs between the heat sensor and the CPU’s heat sink being too short. The heat sink expands when operating the MacBook, which causes it to contact the heat sensor’s cable and melt its insulation – hence, a short circuit and a shutdown. Once the MacBook is no longer running, the heat sink cools down and contracts during the process, breaking the short circuit and allowing the machine to boot again.”
Full article here.
There’s even a whole site dedicated to this issue, “Macbook Random Shutdown.” More info: http://www.macbookrandomshutdown.com/
Apple’s official tech note, “MacBook: Shuts down intermittently” is here.
MacDailyNews Take: Apple needs to do a much better job of communicating issues and resolving their customers’ problems before such issues become PR fiascos. A terse tech note doesn’t cut it, Apple. We understand that hardware is complex and problems may arise, but Apple needs to do a better job communicating with their customers. Mac users should expect and demand better explanations and clear, quick solutions directly from Apple. You’ve done a bad job of handling this, Apple. Apple customers deserve better.
Related MacDailyNews articles:
Apple to repair ‘random shutdown MacBooks’ free of charge – September 08, 2006
Apple again leads Consumer Reports’ survey for notebook, desktop computer tech support, value, more – October 16, 2006
Apple Mac desktops, notebooks top PC Magazine’s Annual Reader Satisfaction survey – again – August 22, 2006
Apple far outscores all other PC makers in Consumer Reports Computer Tech Support Survey – May 05, 2006
Apple Mac desktops, portables top PC Magazine’s 2005 Reader Satisfaction survey – August 24, 2005
Apple Computer products top PC Magazine’s annual ‘Best of the Year’ survey – December 16, 2004
Apple Macs top PC Magazine’s ’17th Annual Reader Satisfaction Survey’ – August 10, 2004
Apple leads PC Magazine’s 16th annual Service and Reliability Survey – July 10, 2003
Waaa Waaa Waaa
Growing pains. They’ll improve.
My God, a slap on the wrist for Apple from MDN. Whatever next?
I have to agree with MDN. This problem should be fixed promptly, and anybody that’s received a laptop from the affected batch should be contacted to have their unit checked out.
Be proactive, Apple.
No problems here, loving my MacBook. Sympathy for those having problems though.
I had the problem. It shuts down even when the computer is cool, but certain things seem to trigger it, like running many programs at once.
Anyway, I took it into the Apple store. They did a simple test, told me it was a bad heat sink. Fixed it.
Great service. I don’t see what the complaining is about.
Of course it’s always nice if the problem never happened in the first place, but at least they take responsibility and fix it as promptly as possible.
Ummm…
If you have a laptop with this problem, and you bring it to a repair center, they fix it.
What else do you want, a pony???
Makes me wonder if someone at MDN HQ was affected by the MB RSS. 😀
My wifes MacBook got this problem and we contacted Apple Store and was sent to a local repair center and they fixed the problem within 3 days. They could have done it faster, but the new heatsink was delayed.
The problem is gone and we have a nice well-working MacBook.
No problems at all with Apple, they took care of the problem at once and the best thing was that we didn´t have to send it to some european repair center (we bought the MacBook on AppleStore), but instead we Apple used a local repair center.
YAY!!!!!!Free Ponies for MacBook owners. YAY!!!!!
Will Apple cover the cost of shittin….er,um…shipping?
Apple’s response is what I’d expect from Dull or HP. If I have a problem, contact repair service? Well, Duh. Apple actually IS the highroad. It’s damn time on this problem and other technical problems they started acting like it. Apple converts will deal with it. But if I was a potential switcher I want more. I want to be convinced Apple isn’t like every other maker. This response gives the impression they are just as uncaring as everyone else. Apple-you can do better. Do it.
I love my MacBook – but it’s already been in to have this problem “fixed.” The Apple Store replaced the heat sink – but the problem occured again two days later. Meanwhile, a second issue for which Apple replaced a part, will have to be taken in for a third time. I am personally doubtful that even getting a new MacBook would fully handle the shutdown issue.
What is Apple doing about MacBooks suffering from ‘Random Shutdown Syndrome?’
Apparently, not as much as possible. A search of Apple’s website 21 October 2006 yielded no acknowledgement by Apple that this problem exits. The expense to Apple’s reputation will be more costly than the mechanical fix if reluctance to assume responsibility for design flaws persists.
Quality control has gone right the window.
Looks like someone needs a time out…
Oops..right out the window.
Geez. My comments need quality control too.
Apple has noted that they’re really sorry for not fiding this at the factory but that if only customers were more hardy with respect to unexpected shutdowns this wouldn’t be a problem for them.
Apple definitely deserve a slap on the wrist when they go into these communication “hibernation” modes.
Look, Apple, production problems happen, especially in the first run of any new model. People understand. Your fears (legal? bad PR?) are outweighed by the underground buzz of REALLY bad PR you get in these instances.
When I hear my Windows-using friends accuse Apple of becoming “more like Microsoft every day” in the wake of reports like this, it’s obvious that you have screwed the pooch.
Sure, handling the problems on a case-by-case basis may seem more cost-effective than issuing a blanket statement that may lead to a sudden influx of calls and maybe some unneccessary repairs, but that’s better than what’s happening now.
A bad buzz with the hint of dishonesty or “cover-up” is very hard to overcome in the future. These are your customers! You have a huge cash balance. Take the short-term pain, whatever the cost, and treat them right. Keep them coming back. You can’t afford to lose rep in your biggest market-share area (laptops).
Uh, huh huh, you said “hardy”
Callous customer care is becoming an epidemic at Apple – that means whether we are shareholders, Mac owners, Mac software users and owners of all the rest of their stuff – (like me, for instance) we are suffering and will suffer even more when the company is in free fall decline as a result of the the famous Apple Arrogance!
These consequences are 100% certain – no one can tell me of a company sustaining long term success when they treat their customers badly.
MDN: thanks for supporting Apple faithful customers with your comment. Please focus on the need to turn this travesty (lousy customer treatement) around before disaster strikes. Such disaster will make any previous Apple problem seem insignificant.
Blucaso: RIGHT ON!
At last – someone among all the Fan Boys around here understands.
First people say that Macs are reliable but complain that Macs are priced too high. Now people say Macs are priced fair and complain that they aren’t as reliable.
Did you have a bad experience once Peterson?
To all,
So far, I have had pretty good experiences with Apple Care.
The big picture is this:
How many computers have this problem? very small or med?
Is it the same problem or just a similar problem?
If 90% of people with the problem get it fixed right away with no hassle, then its not really a problem.
Questions?
Did you have to learn “India-ian” to talk to a tech support person?
Did it get resolved quickly and well?
Tell me how many computers Dell, HP, and Gateway have to fix and how is their customer service. ???
I want Apple to get better but I do appreciate how good they are currently.
” width=”19″ height=”19″ alt=”grin” style=”border:0;” /> Just a thought.
N.
I have always had an experience that ranges from good to great with the Apple support forums and Apple repairs. I wish that my iBook’s motherboard didn’t malfunction and that the backlight on my powerbook didn’t go out, but I have no complaints about
apple’s response. Information on the topic was not broadcast (except for the recent battery recall), but it was just where I first looked to find it.