Bad Apple
Posted by Jenny on 01/27/10 in Talk Shop
I know everyone today is all a buzz with the Apple iPad news. I wish I was excited about it.
But unfortunately I can’t follow the story or DO ANY WORK because the MacBook Pro I bought only a year and a half ago has been giving me so many problems, I CAN’T DO ANYTHING.
I am literally going crazy.
I have been a very loyal Apple customer since the early 00s when I bought my first PowerBook. That computer was a workhorse and worked FLAWLESSLY from the day I bought it until the day it didn’t – FIVE YEARS LATER.
No really. 2003-2008 without a single problem? You think I recommended and talked friends into getting their own Macs? YOU BETCHA. I know that my RAVE reviews have been directly responsible for my sisters MacBook, my roommate Andrew’s MacBook AND iPhone, my friend Peter’s MacBook, my friend Matt’s iPhone, my friend Danielle’s iPhone …. I could go on and on.
I am so obsessed with Apple as a company, I photographed the Boylston Street store opening (this blog post was linked to all over the place). My photos have appeared on several Mac/Apple blogs including my coverage of the release of the iPhone 3G on MacDailyNews. I have written and posted Apple product tutorials (like this iPhone screenshot tutorial).
I own (or have owned) a 15″ PowerBook G4, a 15″ MacBook Pro, an iPhone 3G, an iPod 30G classic, an iPod 30G video, an iPod shuffle, Apple In-Ear Earbuds with Mic and Remote, Apple Magic Mouse … do I need to go on?
I don’t think I can make myself any clearer — I LOVE THIS STUFF (seriously, that link? A picture of me KISSING my iPhone.).
That is until I’ve been dealing with the HEARTACHE that is my MacBook Pro. Yes the one I bought a year and a half ago.
I have had problems with Apple products before. (Like the time my original iPhone earbuds kept shocking the HELL out of me??) But not like this.
Six MONTHS after I bought it, it spent FOUR DAYS getting repaired. Four days out of my hands. Four days getting the LCD replaced. YES THE LCD. MEANING THE ENTIRE TOP HALF OF MY COMPUTER. FROM THE HINGE UP.
ONE YEAR after I brought it, I was back with more issues. In fact, over the course of last summer? I was at the Genius Bar THREE TIMES. Some small issues were taken care of, other times they couldn’t figure out what was wrong and suggested SOFTWARE UPDATES. Really? REALLY?!?! Then there is the issue with the undocumented replacement of a video card. No record. A part was ordered, I dropped it off for repair and there is no record of this ANYWHERE. AWESOME.
The fact is, I have had my computer, the piece of equipment so NECESSARY for my work, out of my hands for 8 DAYS since I purchased it at the end of June 2008. EIGHT DAYS.
And now the latest number of issues. And where the real heartache begins … (I KNOW CAN YOU BELIEVE IT?!)
My keyboard and trackpad just STOP WORKING. Just stop. For no reason. Press on keys? NOTHING. Click the trackpad? NOTHING. The only way to get them working again is to SHUT DOWN MY COMPUTER.
Do you know what shutting down my computer means? LOSING ALL OF MY WORK. It doesn’t matter how many times I save, I can’t possibly save everything I had been working on. And worst of all I can’t predict WHEN it’s going to freeze up.
This started about 3 months ago, maybe a little longer than that. At first would happen 2-3 times a month. MAYBE. The problem has gotten MUCH MUCH worse.
This past Friday? MY COMPUTER FROZE UP LIKE THIS 14 TIMES. FOURTEEN. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14. YES I COUNTED.
You know what I got done that day? NOTHING. Because A) I lost everything. B) I spent so much time rebooting my computer I couldn’t possibly complete anything anyway.
It’s frozen at least that many times since.
Also? My screen LOVES TO GO BLACK. Again. FOR NO REASON. Sometimes there is weird pixelization or a clump of lines that show up. I can’t predict when any of this is going to happen. IT JUST DOES. And the only way to get it back? SHUT DOWN. Which means LOSING MORE WORK. AND WASTING MORE TIME.
I’ve Googled and guess what? Both of my problems are well documented hardware defects of my particular model* (I’ve posted link proof at the bottom of this entry). But guess what else? Because they’re random – I CAN’T REPLICATE THE ISSUE. So I look like a BIG OLE CRAZY PERSON when I try to get this piece of junk repaired.
I’ve called Apple. Actually scratch that, I made my good friend call for me because I am SO ANGRY I can’t possibly be civil at this point, but I do NOT want to take my anger out on Customer Service.
My friend and I spoke with some very nice, very apologetic Apple reps. I do appreciate their concern. I DO. I appreciate them taking the time (and trust me, I was on the phone for QUITE SOME TIME this weekend) to talk to me and figure out the best course of action.
But do you know what they want me to do? Ship my computer out to them. To be looked at. For at least a week.
There are so many problems with this “solution” I can’t even deal.
First of all my laptop is a BUSINESS CRITICAL MACHINE. I use it EVERYDAY. Like literally EVERY SINGLE DAY. I can not possibly work without it. It IS my business. I take it to work with me every morning and I take it home every night. I take it on business trips (two of which I have coming up in the next few weeks). I purchased this computer THE SAME DAY my PowerBook died. I literally couldn’t go ONE day without a laptop. And when it came to what machine I wanted, I didn’t even have to think about it. I knew I wanted another Apple. I just should have specified I want one that WORKS.
The other problem with this “solution” is one that I’ve pointed out several times in this entry – the problem is COMPLETELY RANDOM. I couldn’t replicate it even if I tried (and trust me I HAVE tried). Some days the thing works, other days, like last Friday, I can’t go 5 minutes without the thing crashing. If I send it out FOR A WEEK and the problem doesn’t surface for the folks at Apple – then what? I take it home again with NO solution?
I am at my WITS END. I really have no idea what to do at this point. The next vacation I have planned is the last week of March. That is LITERALLY the only time I have to ship this thing out if that’s what it comes to — but the end of March? IS STILL TWO MONTHS AWAY.
As a very well documented, very LOYAL Apple customer – can ANY of you think of ANYTHING I can possibly do? Does anyone have a contact ANYWHERE that I can sit down and discuss this with?
I need a laptop and I WANT A MAC – do not get me wrong, this situation hasn’t soured me on Apple products …. yet. I just need a little help and some understanding regarding a product that I shelled out $2,500 plus Apple Care a mere 18 MONTHS AGO.
Any ideas? Thoughts? Suggestions? Please? HELP and comment below. (A few people have jumped in the conversation on Twitter. Check that out here: http://search.twitter.com/search?q=alleyesonjenny)
For more information about the issues I’m experiencing and to see what others are saying, check out these articles that I found while doing hours of extensive research:The Curious Case of the Missing MacBook Pro Keyboard and Trackpad
http://theappleblog.com/2009/04/06/the-curious-case-of-the-missing-macbook-pro-keyboard-and-trackpad/Topic : Unresponsive Keyboard and Trackpad problem FIXED/RESOLVED
http://discussions.apple.com/thread.jspa?threadID=1365569&start=0&tstart=0So are all mbp owners with the 8600m GT cards screwed?!?
http://forums.macrumors.com/showthread.php?t=515067MacBook Pro: Distorted video or no video issues
http://support.apple.com/kb/TS2377All Nvidia G84 and G86s are bad
http://www.theinquirer.net/inquirer/news/1028703/nvidia-g84-g86-bad
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Marcel | Jan 27, 2010 | Reply
Ugh, this totally sucks. Sorry to hear it. Sounds like you need a complete replacement. At least you for the Apple Care.
I’m thinking of getting another MBP (sold my last one) and was hoping for a product refresh today but still no new MBPs.
Andrew | Jan 27, 2010 | Reply
Yeah I totally got my iPhone and MacBook a year after becoming friends with you. I don’t think you ever shut up about apple. And you definitely sold me on buying those two products.
Sucks to see all your hard work get lost :( Sorry to hear it
danielle | Jan 27, 2010 | Reply
That sucks that you are having so much trouble. You definitely are the queen mac girl and without you I would never have fallen in love with my iphone.
I hope this fixes itself and you then talk me into spending all my money on another mac! I have faith that apple will not let you down!
josh | Jan 27, 2010 | Reply
ugh, that sucks! i know how excited you were when you first got it!! my (basic) macbook has been giving me trouble too, lately. (who needs to charge their computer? not me, apparently!)
i hope you find some way to expedite getting this fixed. i mean, that piece of equipment IS your livelihood after all! one week with no mac, i could handle. you? no way. how’re you supposed to work without it for a week??
Pia | Jan 27, 2010 | Reply
You must be heart-broken – you are the biggest mac-o-phile I know. It’s your most prized possession – like I would feel if Pixel the wonder dog was broken.
I hope this sorts itself out and you are happily blogging away soon.
Shanealbeads | Jan 27, 2010 | Reply
OMG – Remember the time when you flew to Miami on VACATION with me and you wouldnt leave without your MacBook?????? If there is any justice in this world, it needs to be in the form of the Apple Gods granting you the gift of a baby MacBook PRO…. Please, SAVE US ALL before this girl loses it completely!
Eric | Jan 27, 2010 | Reply
You’re certainly one of the biggest Apple advocates I know, and I can’t believe they haven’t offered a new machine yet. I get that they want to be able to reproduce the issue, but they shouldn’t lose sight of the customer for the sake of process.
Daddio | Jan 27, 2010 | Reply
Yikes thanks for the warning. I actually bought my IPOD after talking with you and reading all your “positive comments” about APPLE. I will say one of my officers did approach me just yesterday asking if we could get some MAC’s for work. You know the business I oversee. Anyway, I told him just yesterday I would call you and ask what you thought. No need for me to speak with you. No APPLE stuff for us! I guess as the guy used to say, “going to get a DELL.” Sorry to hear about the problem.
Travis | Jan 27, 2010 | Reply
I’m so sorry to hear about all your Mac issues. I love my iPhone and was seriously thinking about switching to a Mac, especially after our trip to the Apple Store on Boylston. But I think I’ll hold off– for now, at least– I’m glad to be a PC.
Good luck, Jenny!
Joe S | Jan 27, 2010 | Reply
I’ve also got an MacBook Pro, but its nearly 3 years old now. Very few problems at all. Apple Care does help.
I would just keep bringing it to the “Genius Bar” (which is kind of a joke b/c i’m smarter at computers than those uber-hipster, mo-hawk wearing clowns) but keep at it and eventually they’ll come through.
kristen | Jan 27, 2010 | Reply
I’ll be really disappointed if Apple DOESN’T do anything to help you. You’re one of the biggest Mac advocates around and I remember your photos of the Boston Mac store opening with fondness.
You’ve bought the Apple care program, you’ve been a loyal customer and brand aficionado…they need to HELP YOU NOW!
John Wall | Jan 28, 2010 | Reply
Does Apple Care cover everything? Crush it and get a new one.
Tracy | Jan 28, 2010 | Reply
So sorry Jenny! I have to agree w everyone else- you are a huge Apple supporter and I hope you get them to help you!
Tracy
Daddio | Jan 28, 2010 | Reply
Jen, I was thinking, you could also “banner” the APPLE Store. It’s a new technique utilized by unions. You set up a 20-foot banner in front of their store and appeal directly to the public instead of confronting employees or employers of APPLE. You have to try to get a few people with you to hold the banner (I’m sure you won’t have any issue with that) and then have others passing out leaflets to passerbys. The practice of bannering has been effective and upheld in the Massachusetts courts so they can’t stop you!Just a thought. You can use my Computer to make the stuff if you want!!
Jenn | Jan 28, 2010 | Reply
First, your dad is awesome.
Second, while you didn’t convert me because I was already a big Mac Girl before I met you, I do indeed give it to you that you are a BIG fan and I’m sure you’re converted many.
This is the worst story I’ve ever heard about Apple support. I’ve actually had a fair amount of repairs needed on Apple products over the years – just fluke things, not that it means they make bad products, because they don’t – and I’ve always gotten really quick response, etc.
In the isolated incidents where I had to push a little more the only thing I could do that seemed to work was pester the living hell out of them… but it seems like you’ve already been down that road.
To tell you the truth, because our laptop is also pretty much this critical to us, in the past when we’ve had to ship one off and expected to be without it for more than maybe a 24-hour leave-it-at-the-genius-bar sort of thing, we literally buy a brand new one and resell the old one when we get it back. A little insane, I know, but we’re crazy like that.
Good luck lady. Just so you know, if you go down our crazy route, apple care warranties are fully transferable.
Jonathan | Jan 28, 2010 | Reply
I think you probably need to cut Apple some slack. ALL computer manufacturers have problems, and your previous experience set the bar unimaginably high.
Just among myself and a few colleagues at work, we have seen perhaps 10 laptops die in the last three or four years. Some of them repeatedly.
We have seen numerous hard drives fail. Screens black out.
For what it’s worth, your Macbook sounds like it’s getting hot. It would explain pretty much ALL of the symptoms. Apple products are prone to it; both of my iPhones were defective because the WiFi chip cooked itself.
katie | Jan 29, 2010 | Reply
You definitely influenced me to buy the macbook, the Ipod and get the shuffle. You are macs #1 advertiser! They owe you big time!!!
Jason | Jan 29, 2010 | Reply
Maybe you just got a lemon, there has to be lemon laws right?
im not going to pretend like i know the mac OS because im retarded at it, so i really hate my gigantic mac desktop thing (no idea what its called) basically because i only know how to open safari and check my fantasy football team
macs stink, any company that can screw up the right click, or Ctrl-Alt-Del. why change what we grew up with? its like reversing A and B butttons on a Mario game.
anyways, that said i love my iPhone 3GS.
also
Literally
–adverb
1.in the literal or strict sense
2.in a literal manner; word for word
3.actually; without exaggeration or inaccuracy
its not a word to be used for emphasis.
i know im an asshole but misuse of literally is a huge pet peeve of mine…
see also LiterallyTsar on twitter
Jenny | Jan 29, 2010 | Reply
Jonathan –
I’m not sure if you read this whole blog entry — I absolutely don’t have a problem with Apple as a company or their products as a whole. If I was complaining about this within days of opening my machine and without attempting to work with Apple to solve the problem and you told me to cut Apple some slack – I would agree.
But as this entry points out on several occasions, this is an issue I’ve been dealing with for a year and half. I’ve been without a computer for 8 days since I got it. I’ve TRIED to let Apple fix the issues I’ve had with this machine – I’ve been cutting them slack for 18 months. That’s a year and a half worth of patient.
While you’re certainly correct in stating that all manufacturers have hardware failures, the links I posted prove that these problems are fairly widespread for my particular model.
In the case of the graphics problem, at least, it seems that all of them will fail prematurely. There are many examples of people having 3 or more repairs for the same problem. It’s a bit disingenuous to replace a failed part with the same part that you know will fail again in a short period of time.
Mostly, it’s the process that I have a problem with. Apple has recognized the exact problems I am having with my particular machine. I can’t afford to be without my laptop for yet another week while they wait to reproduce a problem they already KNOW exists and they have plenty of records of me visiting their store on a NUMBER of occasions for this very issue. It seems more like damage control than tech support and customer service. And THAT’S why I’m frustrated.
Jonathan | Jan 29, 2010 | Reply
I completely understand your frustration Jenny – my Macbook went in for the classic “cracks” shortly before Apple Care ran out on it, and they refused to fix them (figure THAT one out). They also refused to replace the dead battery within the terms of Apple Care. It was enough for me to consider never bothering with it again.
jewels | Feb 9, 2010 | Reply
hope it all is working out Jenny. I just bought a macbook pro and am on tensor hooks that I don’t have the same problem as you.