Looks like I got a bad Apple

Continuing the chronicle of my non-voluntary Apple service experiment, I hopped over to the Apple Store in King of Prussia yesterday. It wasn't too busy but I had to wait a good hour for the Genius Bar. I tried to get a peek at an Apple TV set up, but there wasn't a display. I was told that Apple TV was in stock, however, as a six-years-and-counting HDTV-snob, I'm passing on the iTunes dongle. It doesn't look like a bad product, but I'm not in the target audience. Anyway, back to the MacBook Pro situation....

My personal Genius was helpful and listened to my problem description. He agreed that it could be bad RAM, but also suggested I re-install OS X to be sure. (Ha!) I told him I did and he then opened the device and tested a boot with only one RAM module; no good. He then tried to boot with the other RAM module; no good. We either have two bad RAM modules (doubtful) or there's a problem with a board.

I sadly let him take my new MacBook Pro, then left with a repair ticket and an ETA of three days to pick the unit up. I can't blame Apple support for a bad bit of hardware in my device; so far, support has been responsive and good. I feel a little down about the "Mac experience" right now, especially since it's my first. I realize that anyone's hardware can go bad, but the expectations folks build up are that the devices are rock solid and "just work." To me, that means software and hardware due to Apple's closed system.

Right now, I've spent over two-grand on a refurb'd device that I don't have. In my opinion, it should work at least as well as a new unit, if not better due to individual product testing. Maybe my expectations are too high since I've got a bad Apple that doesn't "just work." Hopefully, I'll have good news soon.

Comments

[James Kendrick]

That's a bummer Kevin. My fear after seeing first-hand how hot these MBPs get is that the high heat can't be good for the internal comnponents. Good luck on getting your baby back.

[Chris EA]

I hope the problem is resolved for you as soon as possible, it's a horrible feeling when a new piece of kit arrives and has problems.

[Nikoooo]

I understand your feelings... My iMac went back to Apple twice... To make you feel better, you might receive additional things with your returning MBP. Indeed I discovered upon returning home an additional 1gig of ram and a larger HD in my iMac :)

[ZuD]

This isn't a common problem of Apple Computers!

But I am Biased.

Kinda sucks that your colleague is posting unpacking pics and your left Mac-less

Ouch!

[Tax Man]

I have owned several Mac notebooks, all but one of which are still being used by family members. I have had to have some repairs over the years, which is my Apple Care is a necessity for a Mac (even though I am pretty much sworn against extended warranties on darn near everything else). I have even had to have logic boards swapped out. I usually opt to have them send me a box and return it directly to Apple that way (even though there are 3 Apple stores near me). The turnaround time on repairs has been very quick in my experience (as in they turn it around about a day after they get it). I hope that your experience will be equally as satisfying.

[SuperMatt]

If refurbished items are really "at least as" good as new items, then why do they sell them for a much lower price? If you buy a refurb, you are taking a chance. It was a model with a problem that they tried to fix and who knows how successful they were with that. Just make sure you get the 3-year applecare to fix the problems that are more likely to happen with a refurb than with a new product.

[Tedious]

Call me superstitious, but I don't trust refurbs. If it was a lemon once...

[Tax Man]

@ZuD
>>kinda sucks that your colleague is posting unpacking pics and your left Mac-less<<

That does kinda suck! And you know he's sitting out on that "retreat" with his 40 lb monster mac pro pinning him to the chaise lounge while the mistress of Mobile Tech Manner fetches him a Vente Latte. "I'd get it myself but I'm holding the Monster Mac Pro and I can't get up", he explains in his defense. :)

[Dave Haupert]

Welcome to the Apple Experience outside of the RDF- reality distortion field! Just half kidding here- I have purchased several Apple products over the past few years- a top of the Mac Mini line that worked but despite the jibes I read that Macs don't need reboots, I had to reboot that thing about 15 times in the first week. After many calls to Applecare and a trip to the Genius bar I was awarded a full refund and instead bought a Sony Vaio notebook which has not needed a single reboot since last June other than for upgrade related updates. The second item was an iPod shuffle which to this day occasionally plays more than one song, but for the most part stops after one song and both support and the store can't figure out why- both suggested firmware updates which never helped.

So while I really want to like Apple products, I continually am let down as you have been by this experience. I think the hype over them has always caused me to expect them to 'just work' and unfortunately was not my experience in either case!

[Kevin C. Tofel]

SuperMatt, they're sold at a lower price because they're not factory new, i.e.: they're used. That makes sense.

I'm holding to my expectation that it should run at least as good as new device and here's why (direct from the Apple store): "Apple Certified Refurbished products are pre-owned Apple products that undergo Apple's stringent refurbishment process prior to being offered for sale."

What does that mean? Again from the Apple store: "Refurbishment procedures follow the same basic technical guidelines as Apple's Finished Goods testing procedures."

[Scotty]

Based on my own experience with Apple notebooks, since they introduced Airport, it was probably the Airport card.

My most recent failure was a MBP CD I bought last July. Ran for 24 hours and then crash left right and sideways. I plugged it into ethernet and it ran fine. Back to Airport, crash crash crash. I took it back under the 14 day policy and got a new unit.

Prior to that I've had three other generations of units where the Airport card caused crashes.

My current MBP C2D has run flawlessly. But when I upgrade it to a LED back lit unit I'll be going to a store so I get the 14 day policy.

[Michael Schuermann]

I had several problems with a 1st gen MacBook Pro. It had to go in for repair three times. Got so frustrated I just asked them to refund, which they did, and I waited a while and bought a refurb again when the Core2 MacBook Pro's came out. The refurb they sent me had all the problems my first one had! I returned that, bought a Core 2 Duo (brand new) and it's worked fabulously since. Love it!

[digitaldion]

The ordinary Macbooks have been far more prone to failure than the Pro's. I do believe that the problems were related to earlier models. I have had a Macbook Pro (that I eventually sold on because the battery life was too short, and the size did not suit me). I then went on to by a 'cheap' entry level Macbook that has been as solid as a rock! In spite of all the bad press and warnings my Macbook has not given a single problem. I don't think I have restarted it in months!

I do concede that the Pro was much quicker (possibly due to faster CPU speed and better graphics hardware). I feel it particularly when I use parallels. However, my Macbook is smaller, lighter, has a longer battery life.... AND, I love the all white styling.

I do still have a 12" Powerbook. However, it is becoming nothing more than an expensive paperweight since it cannot boot Windows.

I also carry an OQO 01+ as a backup machine and small device for computing during meetings etc.

Anyway, I hope your computer gets sorted out soon and to great satisfaction. They are very nice machines.