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APPLE REFUSING TO REPAIR OR REPLACE
- Thread starter Al Y
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But isn't the OP's problem that his computer was deemed ineligible for service after diagnostic testing ?
My 5-year old know how to take a movie with her iPod. This is probably why they didn't show you how to do it.
Honestly, if you are a repairman, how would you react to a customer that claims there is a problem which could not be reproduced in front of you? I bet the last thing you want to do is blindly replacing parts to see if it fixes an issue that you are not convinced it exists.
I thought they ran the diagnostics but didn't find anything that needs fixing...(?)
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We're talking about TheGreenBastard's MBP graphics card issue, not the OP. His store required actually reproducing the issue, but U.S. Apple Stores have no such requirement.
Al Y said in OP that he's in Canada (as am I).
So chances are he needs to reproduce instore, and they will not accept pictures or videos of the alleged issue.
Yes, good point. Maybe everyone should move to the U.S. if they want good customer services.
I wonder if I take my MBP to an Apple Store the next time I'm in the States if they'll just replace it..
This may sound silly but have you tried a different mouse pad? I have had mice act funny on some surfaces, particularly the optical ones. If it happens all the time at home but never at the Apple Store, it sounds like that kind of problem.
Another thing to try is the Magic Trackpad. If scrolling issue persists despite having no mouse attached/connected then you can narrow it down to the computer.
I may have missed this but just in case, it'd be worth reformatting it and starting over too.
I was a computer tech for many years and I've never seen a bad motherboard cause this kind of problem. It smells like a software or physical issue with the mouse hardware or port.
Another thing to try is the Magic Trackpad. If scrolling issue persists despite having no mouse attached/connected then you can narrow it down to the computer.
I may have missed this but just in case, it'd be worth reformatting it and starting over too.
I was a computer tech for many years and I've never seen a bad motherboard cause this kind of problem. It smells like a software or physical issue with the mouse hardware or port.
We only had one feedback from the OP in post #15 so let's not fill this thread just for the sake of filling it! Untill the OP will provide us propper infos to help him, I'm bailing out of this thread!
Cheers
Cheers
I have to agree with this. I've been repairing computers since the Apple II.
Sadly, many electronics repairers have become glorified board swappers, following a flow-chart to swap modules until the reproducible problem goes away.
The board swapping principle started in the PC repair industry and has now transitioned into the TV repair industry too. Whilst swapping modules with 'guaranteed' new modules has it's merits, the downside is that repair techs become dumb drones, only able to follow documented instructions and unable to look at a fault logically and apply troubleshooting to the problem. Under these circumstances, I'd be asking the customer to show me how it happens, and observe what is going on. I'm tending to believe that they are not doing this and instead simply take the machine into the back room and run continuous diagnostics on it and then give it back with "no fault found".
To the OP: I'm wondering if you have tried a plain cheap non-Apple mouse. Apple's last two mouse designs use touch sensors that may be registering scrolling gestures.
Of course we still need to establish what machine we are referring to. I took the post to mean a MacPro "tower" machine, and then after experiencing this problem, he's bought a laptop.
Don't know what to say, I always hated the problem I had at home and never had in store.
Though there are some issues with Bluetooth devices and USB 3.0 devices, sometimes solved by moving a USB 3.0 drive as far away from the Bluetooth device as possible, or unplugging them to see if the problem goes away.
Though there are some issues with Bluetooth devices and USB 3.0 devices, sometimes solved by moving a USB 3.0 drive as far away from the Bluetooth device as possible, or unplugging them to see if the problem goes away.
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Yes I love the Mac but my tower MacPro was useless to me so I bought a MacPro laptop. You are correct in your dscription of most techs. All they know how to do is change modules but in this case they have not even tried that.
Not to derail the thread but I have a bit of an explanation here. With the advent of multi-layer circuit boards, the need for VERY specialized soldering equipment and work areas is more prevalent than ever. Would a user/customer rather the repair guy be a "parts swapper" or set up a soldering room in their kitchen and spend an hour or better replacing a single chip on a RAM module? In the end, the parts DO get repaired, it just doesn't happen on-site. This all because we want our devices to do more stuff faster.
Thanks everyone for all your suggestions EACH AND EVERY RECOMMENDATION has been tried several times. I have changed mice 3 times, I have reformatted several times and on one re-format the lady at tech support insisted on a re-format and caused me to lose a years work which was an alias (I use only aliases on the Desktop). The alias I had was of DOCUMENTS which was erased when she got me to format. Some of them insist on trying the same trial and error. She did not seem to know that you get shut down for 8 hours if you try to set the password over 3 times. They have got me to re-set my passwords so often I cannot even get into my most important email as I forget the last on the spot re-set. My system disk has been reformatted several TIMES DURING THE PAST MONTHS. Yes, I did try a PC mouse. Yes, I tried a third party mouse. I have tried everything. I run Malwarebytes Anti Malware often which reports no malware found. I have removed all 3rd party software. I tried Firefox. Same problem. I was promised about three times from different tech support people that the remote control data capture would be sent to the Engineers but I never hear anything further. At their request I make a note of the exact time the problem comes back which I think is labour in vain. I ask and the tech support man seems confused and says he will look into it. He never does. I went through the same thing again two weeks ago and there has never been any follow by anyone with the Engineers. It baffles me why the Apple store did nothing in several visits leaving the computer with them and they just do the same thing but they do not try switching any module. That baffles me after having the dame problem for a year. I very much appreciate those who are truly trying to help me as I believe they are compassionate in helping fellow Mac owners. The others who try to antagonize me would be best to remain silent as I have spent a whole year living with these frustrations and the one and two hour phone conversation and the followup up call backs etc which is why I elected to seek remedy from the court especially when the young lady who admitted knowing nothing about computers gave me her decision that Apple will not repair or replace. Those who are trying to help don’t give up on me yet. My eyesight is failing but not my brain. I know I have a real problem and I know that Apple Tech support and Apple do not know how to solve the issue. Some young man in there was crying the blues on the cost to Apple to change the logic boards. How can that be my problem when I have bought a Warranty extension on every computer I have ever purchased since back in the Apple Plus. I just want my Mac Pro Desktop repaired which means swapping elements until they find which one is faulty since there are no tech support people who can not trace and repair the broken circuit.
I don't think modern computers work that way. The circuits in those things are too small to replace individually. You just have to replace the entire chip, or perhaps replace the entire motherboard. Since that is expensive, I can understand Apple being reluctant to do it until they can confirm the problem exists, and that it is hardware based.
Your way of recounting events isn't helping, either. If you have been talking to the Apple support people the way you've been talking to us, then no wonder they are confused and having you repeat the same steps over and over. I mean, it's not clear to me who this lady was who told you Apple will not replace or fix your computer, and why she is the final word on the subject. You were told to reformat your drive, and you did so without backing up your work? How did that happen? You did not say, wait a minute, I need to back up my files first?
When troubleshooting computers, one needs to be organized and methodical. You seem to be the opposite of that. While you obviously do have a real problem, trying to help you is difficult. Perhaps you have a friend or family member who is more detail oriented, who could talk to Apple on your behalf?
Hello to OP and all,
OP, your problem is most likely the battery is swelling after it warms up a bit, which pushes on the trackpad and messes up the input. I have seen this problem and Apple never knows what to do... they always think it's the trackpad or logic board.
The MacBook Pro is cold and therefore the battery is less swollen when you take it to the Apple Store to try to repeat the issue, and that explains why you couldn't reproduce the issue in-store. When you have been using your MacBook Pro for a bit the battery warms up and expands.
OP, your problem is most likely the battery is swelling after it warms up a bit, which pushes on the trackpad and messes up the input. I have seen this problem and Apple never knows what to do... they always think it's the trackpad or logic board.
The MacBook Pro is cold and therefore the battery is less swollen when you take it to the Apple Store to try to repeat the issue, and that explains why you couldn't reproduce the issue in-store. When you have been using your MacBook Pro for a bit the battery warms up and expands.
This would be helpful if the computer that's the issue was battery powered. Unfortunately it's a Mac Pro desktop computer!
I do understand that, and I did point out that module swapping does have it's merits. My point is that good techs prepared to troubleshoot are (as a result) becoming a rare beast. It's certainly true that boards these days require very specialized equipment to repair and that exchange boards are most often repaired boards that are repaired at specialist depots that then make it back into the pool of known-good guaranteed boards.
To the OP: How often is this problem occurring?
Example:
Once every few minutes
Once a day
Once a week
Once a month
Once in a 'blue moon'
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Sounds to me like a picnic error. (Problem in chair not in computer)
Good advice. which I will need for the court ads evidence. I can also take it to the Apple store but some young lady in
in Customer relations who says she is new and knows nothing has made a decision as eplained above as no repair and no replacement???
Thank you Roller for your suggestions which are logical. I know I need to get a video of this problem which will do. I have not read all the 56 replies but I read enough to know this is not the friendliest Form so I thank you again for such a refreshing change from some of these people who easily drive persons away. I promise to not post anything else on here. I am not deserving of the groundless accusation and assumptions by some of your members who have no interest in my problem, except to attack me. I will now give them the space they need to spew whatever they wish but I do not have to read such garbage. Been there before most of them were born but my method of handling such people has never changed. Thanks again Roller and thanks to the others on here who tried to help me. I have learned thanks to all of you.
We don't even know what version of OS X the OP is using.
We don't know for sure if it is a tower, because despite trying to follow this - is it really the tower or the laptop?
There are so many other questions we need answers to, but I doubt we will get them anytime soon.
OP: here is a suggestion for you, which may help us to help you... Why don't you reply with the facts relating to your actual technical problem only, and leave out all the negative comments?
Perhaps you could say something like...
Ask me anything.
We don't know for sure if it is a tower, because despite trying to follow this - is it really the tower or the laptop?
There are so many other questions we need answers to, but I doubt we will get them anytime soon.
OP: here is a suggestion for you, which may help us to help you... Why don't you reply with the facts relating to your actual technical problem only, and leave out all the negative comments?
Perhaps you could say something like...
Ask me anything.
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OP, as one old guy to another -- you're not helping yourself here.
Please do this:
1. Get the cursor over to the Apple symbol on the upper left top of the screen.
2. Click and choose "About This Mac"
3. Below the line reading "Version 10.something.something" you'll find 3 lines of information about your Mac (what kind it is, including some date information), the processor, and the memory.
4. Type that information into your response.
For example, mine reads:
iMac (Retina 5K, 27-inch, Late 2014)
Processor 4 GHz Intel Core i7
Memory 24 GB 1600 MHz DDR3
What does yours read?
Nobody's going to help you if you can't offer up this information.
If you have more than one Mac (it's not really clear whether you do or not) then report this for each of them.
77 posts into this thread and it's still not clear whether you have a Mac Pro only, a Macbook Pro only, or a Mac Pro and Macbook Pro.
Please do this:
1. Get the cursor over to the Apple symbol on the upper left top of the screen.
2. Click and choose "About This Mac"
3. Below the line reading "Version 10.something.something" you'll find 3 lines of information about your Mac (what kind it is, including some date information), the processor, and the memory.
4. Type that information into your response.
For example, mine reads:
iMac (Retina 5K, 27-inch, Late 2014)
Processor 4 GHz Intel Core i7
Memory 24 GB 1600 MHz DDR3
What does yours read?
Nobody's going to help you if you can't offer up this information.
If you have more than one Mac (it's not really clear whether you do or not) then report this for each of them.
77 posts into this thread and it's still not clear whether you have a Mac Pro only, a Macbook Pro only, or a Mac Pro and Macbook Pro.