“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.
i had a problem with the battery for my mbp and it would should down randomly, i called apple and they had me a new battery within 2 days. i also had a problem with my charger partly my fault and they had me a new one the next day. there support is great. i used to have a dell, and while the indian people i contacted when i needed help were extremely friendly, it was sometiems difficult to understand what they were saying but they were still helpful.
And while you are it Apple fix the f……g email problem with .mac mail!. It’s been 11 days and accounting
“We understand that hardware is complex and problems may arise, “
Unless the problem’s with a Dell in which case we’ll flog them mercilessly…
Well I guess at least it wasn’t the standard MDN response try to explain it away as being OK, am example that would suit this article is supplied here:
“Apple engineers are geniuses, random shutdowns are good really, they are carefully designed by Apple to allow the right amount of pause in your computer usage to maximally stimulate creative thought and to protect you from RSI through over computer usage, it’ll be years before Microsoft implements such an intellegent feature
PS. Dells Suck because their hardware is much less reliable than Apple’s, and the current problem (if you can even call it that) was due to parts supplied to Apple not any fault of Apple themselves.”
I have a MacBook, 2GHz w/2GB RAM. Apple service repaired it within a few days. You can’t expect miracles folks. Takes time to fix things sometimes -to get the parts, maybe their repair guy was out for a day, etc. We’re all human.
I think the point of Apple’s post on their site was clear: If you hare having a problem, contact technical support at Apple instead of bitching about it on the Internet. Don’t be a dumb ass, use the channel of support that has been set up.
My daughter has a MacBook 1.8Ghz purchased at the same time as the 2GHz MacBook I use. She has not had a single problem with hers. It’s just the luck of the draw I guess.
Again, the point is contact support. You got a year warranty out of the box and can purchase up to 2 more years if need be. Stop complaining. This is what warranties and tech support are for.
Just a hypothetical question: How should Apple better inform customers about a problem when they might not even know what that problem is yet?
MDN, you’re asking Apple to do something they may not be fully aware of. I’m all for communication, but no communication is still better than comunicating misleading, unknown, and/or wrong information.
A PR fiasco would be to release a statement stating there *is* a problem if they haven’t completely figured out what the problem actually is.
I almost never comment here, but i just had to. MDN is so hypocritical. They blast companies for putting out articles with wrong and/or misleading information, yet demand Apple release info on a problem that they *might* not know the complete answer to. You can’t have it both ways. Apple is doing the right thing. Figuring out what the problem actually is before releasing a full statement.
Yes, I know much of this is redundant!
(disclaimer: this is all assuming that Apple is not conspiring against all those that purchased the affected laptops in question, and that they do not know what the problem is. Knowing exactly what the problem is, and *still* not making a statement would be a PR fiasco, but we all know that Apple can say it’s made a mistake: XP Virus’ on iPods anyone?)
Feel free to flame away, I won’t see it.
I had this problem on my MacBook… the very first Mac I ever purchased. Within about 6 weeks, it was shutting down constantly, about 20 times a day.
The Apple Store in Dallas fixed it for free in less than an hour.
coolfactor,
No problems at MDN HQ, we have MBPs, not MBs.
One last thing:
This “bad buzz” isn’t really affecting the majority of those that purchased them. Not everyone reads all of the online publicateions, tech sites, and blogs. So the bad buzz is really an exageration. Bad buzz in the “tech” world, doesn’t equate to bad buzz in normal everyday civilian life. And yes, some of the buzz has made its way to normal newspapers, but again, mostly in the tech sections where most non-tech people rarely read.
Peterson, yes, please tell us YOUR experience…
Apple scores the highest in satisfaction ratings by a margin,regularly, so all this CRAP about Apple being callous and uncaring is just a lot of old codswallop.
It’s the old thing, you get the service you deserve… Ask decently and Apple will solve it for just like that. Be aggressive and nasty and they’ll not be as good to you in return.
The question comes up a lot – did I have a bad experience?
Well, since I use my Macs 20 -30 hours per week, work extensively in the iLife, iWork suites, deal with Mail throughout the day, etc., etc. – I’ve had a lot of bad experiences.
Number of times I called Apple Care (I have extended care warranties on everything I buy): zero. I generally work through my problems and find solutions. Apple discussions forums are often very helpful. The problem is the problems are growing and getting worser and worser.
The point is this: why do I have to put up with all the problems in the above software programs that are discussed EXTENSIVELY every day on Apple’s discussions forums, why do I have to repair permissions multiple times per day, why do I have to constantly trash preference files, why do I have to run any one of a number of maintenance programs all the time, why do my machines become irratic, why do I have to put up with so many crashes, freezes, and unexpected quits, and on and on and on.
And no, it’s not me or the way I use my machines. I have straightforward systems, very few non-Apple apps, no games, and no strange downloads. And, I’ve been at it since 1984.
It’s Apple folks! And, their growing disregard for QUALITY and CUSTOMER CARE. It’s declining rapidly and it will destroy the company we all think is so great.
PETERSON – far from agreeing with your rants about an “epidemic” in the making, I am simply pointing out something that Apple has needed to fix for as long as I can remember.
This behavior is NOT new, it is not Apple’s customer care “slipping”, it is endemic to the company. They’ve always done things this way. I just wish they would knock it off. Especially now, when the company can really afford to give GREAT customer service, and continue to support their growth.
Wow, I got a “thumbs up” from Peterson. I guess I have to turn in my Fan Boy Decoder Ring and Membership Card. Ugh.
Yea, I had problems with my Macbook — took about 2 weeks to get it fixed..and on top of that, I lost everything on the HD..otherwise, I’m happy
My new MacBook suffered the same thing but when I called Apple, they sent over a box, fixed it, and I got it back within days. Since I got it back, it has given me any problems.
Try calling Apple before whining.
I took mine in last Wednesday and they send it to CT (about 45 minutes to an hour drive) for repair. No word back yet, probably the first half of the coming week. Hopefully it’ll get the right fix (heatsink,connectors and sponge)…I LOVE my Macbook otherwise!
I’m aware of one person who waited 4 months to get the issue dealt with. I believe that it was only resolved after a letter was sent to Apple, stating their legal obligations and his intention to use the courts to enforce those obligations.
It’s odd. I’ve never had any real trouble, though I was pissed that I couldn’t get my machine picked up, fixed and delivered free of charge when it developed a fault on the cusp of the first 90 days. I reported it 89 days after receiving and registering the machine, but 91 days after the reseller’s invoice date. But even so, I was only without it for a week, and had to drive it 100 miles there and back to the reseller, but the fix was good, and it’s been fine ever since.
I also have a friend who bought an eMac from me that I’d sourced from eBay, that was bought as a refurb from a reseller, and a year out of warranty. The IVAD cable fried, and the display died. Apple fixed it free of charge with no fuss.
So it reall does seem that most people get treated well and for some really strange reason, some people get the shitty end of the stick.
These are supposed to be non-pro notebooks. They lack a lot of frills and cut corners here and there when it comes to design and component quality. BUT these machines are by no means competitively priced for what they offer in Oct 2006. In May 2006 they were at the high end of reasonable (price-wise) but now, nearly FIVE months after release and not one single move on pricing, they are now not good value.
But this is Apple. In a way we expect to pay a little more. Not as much as in the PPC days but a little more nevertheless. But when we pay that little bit more we should be getting top rate service for those (supposedly few of us) that have serious problems.
Silence on such widely commented issues as the SSS is not the way to handle things. If it really is a minority of users that are having the problem then Apple needs to get those users’ issues corrected and inform the wider audience of exactly what went wrong and what is being done to resolve problems.
We need a person at Apple to act as a go-between between themselves and the mac news sites. This would act as a buffer to Apple and allow communication to begin between the company and its users.
They might feel that they are under the microscope but that’s life when you want to charge what they are currently charging for MacBooks that ship with barely enough memory to run comfortably.
I don’t have a MacBook yet but I can’t imagine Apple going into the Christmas season without at least a sizeable improvement to key areas of the MacBook (processor, screensize, graphics chip and stock memory allocation) so I’ll sit back and wait for them to put something better in the non-pro notebook line.
Also had this issue with my macbook. Took it to the apple store, they kept if for 24 hours and its fine now. Seems to me their customer service worked great.
My MacBook has been a lemon! The keyboard stopped working ~ two weeks in the shop. Random shutdowns started ~ new logic board after two more weeks in the shop. Random shutdowns started again after three weeks. After five weeks in the shop they replaced the logic board again with a heat sink. I paid $1,800 for this this ~ it should have worked out of the box. I agree with the MDN take = poor communication accerbates the problem.
No waa, waa, waa here dumbass. When you buy Apple you know it’s just supposed to work. And when it doesn’t, it’s not cool.
Apple must defend its brand and that means that customer relations has to be given a high priority. Apple needs to put a system in place to properly handle complaints.
Apple should be more public than it has been with the problems of going to all new hardware in less than a year. They should create a blog on the Apple web site to inform the customer base as to what they are doing about each problem. This will gain Apple immense respect, even when a particular problem takes a good deal of time to solve. Respect the customers and they will respect you.
Apple admits to the problems and fixes them. What more do you want?
Okay, Here is My issue, and I wouldn’t be surprised if people get angry over this…
I purchased my MacBook at the end of June. I had been using a Toshiba for the previous three years, I had no real complaints with the machine, I use my machine for Sibelius and MS Office, what drew me to the mac was the iLife coming with it, better compatability for my iPod, and the internal microphone. I am a student who takes my computer to all of my courses. I use this machine constantly (as I always have)
Now here is my problem, the first time I had a problem with my Toshiba was a year in a a half after I purchased it (and it was a $650 machine after rebates and savings, not a “top of the line” machine). I no longer have that machine (gave it to a family member) and I am now told MERELY THREE MONTHS after purchasing my computer I need to take it in to have my computer in for this Random issue and premature discoloring?
I constantly use my computer and to be without it for a week is unacceptable, especially when I use it as much as I do. I am hoping to just “deal with the random shut downs” until I have a long break from school, but this is absolutely absurd that a few months after purchasing the machine I already need to take it in for problems.
i had my first RSS yesterday. and then two again this morning.
i’ll give apple a call on monday..
i also have a crack in my macbook.. http://forums.macnn.com/66/ibook-and-macbook/313408/white-macbook-crack-anyone-else/
do u’s rekon both of those issues are enough to get a new macbook?
My wife’s black MacBook works great. She thinks it’s the best laptop she’s ever had, and she’s had a lot of Windows laptops. If you want a MacBook, don’t be dissuaded by this story.
“Oh no”, you might get a whole new Mac if you bring it into a store. They do not stock cases, and it must be ordered which will nudge them towards replacing the whole thing if there is additional extensive repair work to be done, but 99% of the time a cracked case is “abuse” and is not covered. So, it all depends on what tech sees your computer and what mood (s)he is in if they want to replace the whole thing. But, most likely expect them to do a warranty replacement of the heat sink and tell you that the case’s abuse is not covered.
Free Repair Tip:
Mac notebooks are notorious for losing their tiny li’l plastic feet. Even if your Mac is out of warranty, this is a free item by just walking into the Apple store and asking for them. Try asking a sales rep before waiting for the Genius. Many experienced reps can grab you a few replacement feet, and a couple more as spares, if you just ask. Key caps will also be replaced by experienced reps or by a Genius for free.
Out Of Warranty Tip:
Take your computer to the Apple Store! If the Genius can solve your problem without additional hardware and take just 20 or so minutes to do it, you will not be charged. Usually you only get charged if they have to work on it in the back. Many issues can be solved on the spot. No need to bring in any keyboards, mice or power cords, they have those on hand, just haul in your old Mac. The Geniuses are loaded with all sorts of free advice and service. This goes for any Apple device, such as diagnosing and fixing iPods. For the very best service, go during off hours such as weekday mornings.
A coworker had this problem. His computer is the special edition MB (more RAM, larger HDD) bought from a genuine Apple Store.
Recommended Fix off the Net and from Apple — Reseat the RAM
After pulling the RAM out, I immediately saw something strange – possible corrosion on the contact points in the form of a white powder.
Has anyone ever seen this on RAM before? I haven’t.
The powder reminds me of the sort of corrosion you see on a car battery. With no baking soda available (grin), I just wiped it as clean as I could and reseated the modules.
It works fine now, but a Apple Care fix is in motion now. Over the phone, they said the RAM could’ve been used modules – hence the white powder.
Used modules or not…. corrosion in a new MacBook?!?!
A coworker had this problem. His computer is the special edition MB (more RAM, larger HDD) bought from a genuine Apple Store.
Recommended Fix off the Net and from Apple — Reseat the RAM
After pulling the RAM out, I immediately saw something strange – possible corrosion on the contact points in the form of a white powder.
Has anyone ever seen this on RAM before? I haven’t.
The powder reminds me of the sort of corrosion you see on a car battery. With no baking soda available (grin), I just wiped it as clean as I could and reseated the modules.
It works fine now, but a Apple Care fix is in motion now. Over the phone, they said the RAM could’ve been used modules – hence the white powder.
Used modules or not…. corrosion in a new MacBook?!?!
A coworker had this problem. His computer is the special edition MB (more RAM, larger HDD) bought from a genuine Apple Store.
Recommended Fix off the Net and from Apple — Reseat the RAM
After pulling the RAM out, I immediately saw something strange – possible corrosion on the contact points in the form of a white powder.
Has anyone ever seen this on RAM before? I haven’t.
The powder reminds me of the sort of corrosion you see on a car battery. With no baking soda available (grin), I just wiped it as clean as I could and reseated the modules.
It works fine now, but a Apple Care fix is in motion now. Over the phone, they said the RAM could’ve been used modules – hence the white powder.
Used modules or not…. corrosion in a new MacBook?!?!
and what Apple do with Dead Airport Express: Over 700 Reports Already!
More than 4 months ago, we have started collecting references of dead
Airport Express (APX) via our dedicated webpage.
So far, over 700 reports have been recorded from users. In most cases, the APX dies suddenly, with a small noise (“pop”), and then usually a smoked/burning smell can be identified.
While so many reports from users have already been published worldwide, Apple keeps ignoring the issue, and even worth, lock almost systematically all topic related to the short lifespan issue of APX in Apple’s Discussion Forum (see our previous news about it). While USA-based Mac-dedicated websites are not really relaying the problem, a newspaper from Sydney has published an article about this issue, without generating much reaction from Cupertino, and hardly any serious answer from the Local Apple Representatives.
Today, based on over 700 reports, the average lifespan of the dead APX manufactured in 2004 and 2005 are illustrated hereafter:
It’s really (magicword) annoying!
http://www.hardmac.com/news/2006-10-20/#6054
Bought my wife a MacBook 5 months ago and it started suffering RSS about 2 weeks ago. Rang Applecare Wednesday afternoon, Friday afternoon UPS picked it up, returned the following Tuesday morning, fixed and no problems since. In my book that’s exemplary service.
On another forum, another sufferer has been whining for a month with the same old ‘why should I have to do anything about it – it’s Apple’s problem not mine’ sh*t and despite the best advice prefers to moan and shout like an injured child- as do many others here.
Listen – it’s easy
RING APPLECARE
GET IT FIXED
– oh, and be polite, it’s not the fault of the call centre that you are suffering.
Bought both my teenage daughters MacBooks in July – no problems to date and got a great discount too.
Mine shuts down every 20 god damn minutes, and all they ever tell me to do is remove the ram with does nothing.
Hint: Dont put your computer in direct sunlight or heat. Heat can cause problems to ok. Make sure its in a cool place.
Sometimes one of the Hardware is failing that causes Intermittent shut downs like not enough cooling or fan not working properly. If its a memory Errors. Try resetting the Memory Modules and make sure no dust on slot either. Resetting the Memory sometimes resets to 0 problems in Memory. Bye take care.
Peterson: You have Applecare but you’ve never called apple when an issue arises? Why? If the issue has a simple fix on the Web then I don’t think that’s too serious an issue at all.
I had a big and huge problem with my Powermac G5. One day, the computer stopped recognizing my hard drive. Took it to Apple repair shop, found out it was a problems but b/c I had to wait for part, it took weeks. But they gave me back by computer with some replacements that would work until the new parts arrived. I mean, it took them a while to figure out what the problem was, but they found it and fixed it. I doubt many other people had the problem that I had b/c it’s pretty rare. But they took care of it and now I’ve had no problems what so ever. I run my machine all day and I use iwork and ilfe and mail and photoshop and video editing and music editing. I use it a lot more than average people would use their computers.
“M di L B Simoni” thanks for that info. but did you click the link? the crack is not from abuse. it is a problem with week 23 macbooks.
My MacBook started shutting down one day. I took it to my Apple store on Sunday afternoon. They fixed it while I waited, at no charge.
When I asked the guy if it was true that the heat sink was pushing on something and that was the problem, he said no. He said the heat sink has a temperature sensor on it. If they think the processor is running too hot, it will shut down to protect the processor. They replace the heat sink module with temp sensor, and the problem goes away.
I was very please at Apple’s fast service. (I guess if I was out of warranty I would be peeved, though.)
@Dan Helnze:
“When I asked the guy if it was true that the heat sink was pushing on something and that was the problem, he said no. He said the heat sink has a temperature sensor on it. If they think the processor is running too hot, it will shut down to protect the processor. They replace the heat sink module with temp sensor, and the problem goes away.”
The problem seems to be that the heat sink expands and comes into contact with the temperature sensor. Once the sensor’s coating is melted, the sensors will short-circuit whenever the heat sink expands again and touches it, shutting down the machine. The new heat sinks they’re putting in have the temperature sensor seated further away.
The problem appears to be with the heat sink and affects a batch of MacBooks only: it is not a general MB issue.
It is enough to replace the heat sink that overreacts on those MBs and the problem goes away.
“The problem appears to be with the heat sink and affects a batch of MacBooks only: it is not a general MB issue.
It is enough to replace the heat sink that overreacts on those MBs and the problem goes away.”
More likely they all potentially have the problem, just not everybody uses their unit in a way which causes the coating to melt.
Therefore Apple’s going to take the cheap option of only fixing those that fail.
Over the weekend, I noticed that I can count on my MB shutting down when it reaches 6 minutes left on the battery. So many posters say to just call Apple and be nice. I did and I was. Disn’t help, even though they’re nice. I do have to take it personally into an Apple Store today or tomorrow and given them their third chance to get things fixed.
I bought my daughter a macbook in April this year the thing worked perfectly until early September when it started shutting down for no reason.I contacted Apple who told me to do a software and firmware upgrade and to remove ram and refit the modules into different slots ‘becuase we had a problem with the ram not being fitted properly’.
Four weeks later I still have the same problem .The macbook was bought for my daughter who was starting a medical degree course at University in England.She has been there now for four weeks without the proper use of a computer except for the use of the univercity’s computers.
I contacted Apple today who told me to take it to either a repair centre (who have advised of a three week wait for repair due to the number of machines they are having to deal with) where my daughter who is 300 miles away from home or one near my own home,this is completely unacceptable.
I asked for a refund and was refused on the basis of some fourteen day rule during which I could have returned the machine and had a refund however the machine and, as far as I understand it, other people’s machines don’t break down within fourteen days but after about four months.
They have also refused to replace the machine on the basis that they are offering to repair it and only once thier technical staff assess it will they sanction a replacement if one is required.
I am bitterly disappointed with Apple and they way I have been treated by them.They took my money and sold me a pile of crap and are now refusing to give me my money back or even a new machine which ,frankly I don’t want anyway because I now have no faith in Apple or thier machines.
I bought an Apple macbook because of Apple’s reputation for quality and reliabilty.I have never owned a mac before and I will never ever buy another one or any other product from Apple after this shambles.
These machines should have been re-called and customers(sic) should have been offered the chance to have thier money refunded or given a new machine with no questions asked however Apple have decided to treat it’s customers like shit.
A total joke.
I sincerely hope someone starts some sort of legal challenge with regard to this problem in the UK and if they do I will be first in the queue to join them
Apple are a bunch of amateurs who are asking customers to put up with rubbish hardware and delays for repairs and to add insult to injury asking them remove and swap over ram from thier own machines.
Back to PCs for me.
Cheers.
“Apple are a bunch of amateurs who are asking customers to put up with rubbish hardware and delays for repairs”
Sounds accurate. But then Apple know that Apple customers will put up with anything without complaining. Imagine how unthinkable it is for these people to tell their workmates that their Mac has a problem after they’ve been telling them for years at every opportunity how much better and more reliable they think Macs are.
Why bother to go to the effort of making quality hardware when you have a customer base who will go around convincing themselves and telling other people it’s quality hardware even when its whining, overheating, catching fire and shutting down.
Yes I’m rapidly finding out just how good Apple are as a company at the moment I am in the constant loop of being shunted from tech support to customer relations (sic).
‘Customer relations’? Now that is a joke.Honest to God!
I spent an hour this morning with some bloody woman who couldn’t speak proper English telling me that she could ‘hear what I was saying’ but that ‘customer relations’ couldn’t help me at this point becuase I had demanded a refund and that I would have to phone Apple.com ,which is the point of sale for me ,and ask them for one.
She told me that if I had bought from John Lewis or Argos then I would have probably had my money back by now or at the very least a new machine which is a damning indictment of Apple in my view.
I only phoned this AM to get the name of the ‘customer relations person I spoke with last night (another bloody hour wasted)for a future point of reference rahter than go through the whole telephone thing but they would only give me a first name,unbelievable!
See disgruntled Apple customers are in fact bad people.Thou must not critised or Godforbid,actually have the cojones to ask for a refund!No Apple customers don’t do that becuase Apple are wonderful.Yes they are they are wonderful at bullshit.