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Just got macbook back from apple... serious problems

J

joebells

macrumors 6502
Original poster
Oct 24, 2005
425
0
Well I got it back this morning already(just sent it in tuesday morning) but now it has black marks on the trackpad button, its scratched in a few places, there was masking tape over the word macbook on the bezel. There was a clear plastic protective thing over just the wrist area it stopped before the keyboard part and only the bery bottom of the bezel had protective plastic on it. And the protective plastic was severely creased like it had been used a bunch of times.

The service details say product serviced by replacing the following: APP-630-7253 PCM MLB, 2.0GHZ DC, TOP CASE W APP-603-9857 ASSY, SMS/ST APP-605-0994 SVC, BEZEL, M42

Then says "Consumable parts used as required"

I checked the serial number and its the same. Do the laptops serial numbers not change if the logic board is replaced? The imac we have changed serial numbers when the logic board was replaced. It was also not recognising right clicks with two fingers on the trackpad so I restarted it and now its displaying the vertical colored lines. It starts out with just a couple of colored lines and it grows to fill the screen with them.

Its very annoying I can't believe this I was upset to have a problem at all but then I was feeling better since they turned it around and had it back to me in 2 days time. But this is freaking unbelievable.

The repair was done by Flextronics International in Memphis TN(I called apple and they sent me a box I was surprised to see flextronics international on the service sheet) and it has the service technicians ID I hope he gets taught how to take care of a computer when he has it on his bench.
 
joebells said:
The repair was done by Flextronics International in Memphis TN and it has the service technicians ID I hope he gets taught how to take care of a computer when he has it on his bench.
Click to expand...

Wait, so did you actually send it back to Apple for the repair or did you take it to this apparently Apple certified repair center? If it's the latter, then it's not really Apple's fault that this repair center sucks (other than the fact that they certified them).
 
I called apple and they sent me a box. I thought it was going to apple but apparently not but yeah its definately not me its apple's fault.
 
admanimal said:
Wait, so did you actually send it back to Apple for the repair or did you take it to this apparently Apple certified repair center? If it's the latter, then it's not really Apple's fault that this repair center sucks (other than the fact that they certified them).
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I'm pretty sure apple contracts out their warranty repairs to other companies. That may be what he is talking about. While it might be that companies fault since they are acting on behalf of Apple it still makes Apple look bad too.

Ed
 
Call Applecare and let them know what happened, they will fix it. Be polite but very firm that this is not ok.

Also when you replace a logic board, usually the serial number is blank. However it is possible to assign your old number to the new board, but Apple doesn't always to this.
 
did they replace the casing? It sounds like they replaced the casing and left the protective plastic on to protect it from scratches.
 
joebells said:
there was masking tape over the word macbook on the bezel. There was a clear plastic protective thing over just the wrist area it stopped before the keyboard part and only the bery bottom of the bezel had protective plastic on it.
Click to expand...
uhm. yeah. that's how it's supposed to come back to you after the plastics get replaced. it's a brand new casing, so they send it to you with all of the factory "protections" still in place (same way as you have to peel off protective plastic stickers from a new product's LCD.. like the iPod, for example).

the scratches suck, though. definitely get that addressed.
 
the repair sheet says they replaced

TOP CASE W APP-603-9857 ASSY, BEZEL so I'm guessing top case is the grey part with the keyboard and the bezel is the part around the screen? I figured that was why there was protective plastic around it but the plastic is in bad shape, kind of thicker plastic thats all creased up and such. The grey part doesn't even look new its kind of scuffed in several spots.

Also the SMC version is a lower version then what I shipped out. I shipped out SMC 1.4f10 and now I have SMC 1.4f8, I'm pretty sure thats what it said when I was able to check.
 
xfiftyfour said:
uhm. yeah. that's how it's supposed to come back to you after the plastics get replaced. it's a brand new casing, so they send it to you with all of the factory "protections" still in place (same way as you have to peel off protective plastic stickers from a new product's LCD.. like the iPod, for example).

the scratches suck, though. definitely get that addressed.
Click to expand...

I know plastic should be over it but it wasn't over the whole thing and the plastic was in horrible shape. What I was getting at is I think this company(flextronics) gave me a used one or something as the grey part has some shiny scuffs on it and such. I can't believe this I will be calling apple of course in a bit just trying to cool off a bit before I call so I don't sound rude.
 
Mine came back from Apple with large scratches on the outside case (this is after going in for the discolouration issue, which took 3 weeks and at one point they actually shipped me someone elses Macbook by mistake) - after around 3-4 weeks they have finally agreed to fix the scratches however only if I ship it back or leave it at the Apple store for up to two weeks. This is my first Apple product and if this carries on I'm sad to say it will be my last, as great as the hardware and software is, the service is definately not what I would expect from a basic included warranty let alone £200 worth of "Applecare".
 
Well I just talked to them they said they are going to take it in once again, set it aside and work on it individually and replace pretty much everything. I asked for a replacement but they said that there's a 3 week backlog, I said I didn't care would still rather a new one and they said nope its getting repaired again. Oh well what can you do. I really dislike how the hard drive has its power just cut from it like that repeatedly.
 
I'm planning on writing a letter, I don't want the grief of sending it back in again - who knows what I'd get back. Good luck whatever you decide.
 
Box is already on its way. He gave me his extension and such and promised that if there are any more problems I can get a replacement.
 
joebells,

The plastic is all creased so it comes off easily. i.e. its intentional. When I sent a Macbook in for repair, I got a new MLB and it had the same serial number, so they must reassign them. Also, you can download the update for your SMC firmware.

Finally, before you send it back - to fix your colored lines issue see https://forums.macrumors.com/threads/233089/ - it seems to be a simple fix. And did you remember to enable two finger clicking in System Preferences???

Sucks you got scratches though...
 
Eh I'm not going to fix the vertical line problem I want them to see it so they know I wasn't making it up. Thanks for the info though I kind of remember reading something about fixing it.

I know I could update the firmware but I was wondering why a brand new motherboard would have the old firmware on it.

The plastic had little tabs though for pulling it off Its hard to explain but it was like the plastic had been used before. Yeah the two finger click was enabled that was the first thing I checked when it didn't work.
 
I had the same thing as you. First repair, for all the same reasons as you, then got it back, then i had the vertical lines and a blown-up logic board inside. I wrote a thread about that.
Apple wanted to repair it, I said no way, replace it, so after putting all of my feet down, I got the replacement (white for black so i'm glad).
Good luck on your quest!
 
joebells said:
Eh I'm not going to fix the vertical line problem I want them to see it so they know I wasn't making it up. Thanks for the info though I kind of remember reading something about fixing it.
Click to expand...
Its a simple software issue (and simple fix) - don't know why you would hassle sending it back - unless, of course, the fix doesn't work for you. You have much more patience than I do.

joebells said:
I know I could update the firmware but I was wondering why a brand new motherboard would have the old firmware on it.
Click to expand...

You really expect them to keep all the parts in inventory up to date? Service guys don't do software updates, they restore the part to its original factory condition - which I assume your MB came with the version f8.

Still no excuse for scratches.
 
Wow i can't believe you've had all these problems! My MB went to be repaired on Thursday for a replacement top case where it was getting grubby near the keyboard, and i had mine back by Tuesday in perfect condition... just goes to show some people don't have any respect for peoples property :mad: Such a shame cos Apple have such a good name in the UK.
Hope everything gets sorted for you guys!
 
if it was just the vertical lines then maybe I would let it go but since it is the unresponsive trackpad button the scratches and the black marks on the button, plus I just noticed that when its shut only the right side closes all the way the left side hangs there in the air, if I push down on it it'll start to magnetically grab but then it springs back up, it used to shut perfectly.
 
wow thats a bunch of donkey poop. Apple outsources it's warranty work. I'm going to outsource my purchase somewhere else next time. This macbook pro will be my LAST apple product at this rate.
 
My randomly shutting-down Macbook was once sent to that very same center in TN for repairs.

They were supposed to replace the logic board, but didn't and replaced a whole bunch of other parts that didn't need work instead.

That was the first attempted repair. My Macbook is currently awaiting parts for an in-store repair (3rd repair overall) and cumulatively has been in for service for about a month now.

So I'm not too happy with Apple either.
 
Jollins said:
My Macbook is currently awaiting parts for an in-store repair (3rd repair overall) and cumulatively has been in for service for about a month now.
Click to expand...
How'd you get them to do an in-store repair? I had really hoped that'd be an option with my case and RSD ... have them order the parts, I'd use my MacBook until they came in, and then drop it by for repair, but "The Depot" was the only thing that they said they could do.
 
aristobrat said:
How'd you get them to do an in-store repair? I had really hoped that'd be an option with my case and RSD ... have them order the parts, I'd use my MacBook until they came in, and then drop it by for repair, but "The Depot" was the only thing that they said they could do.
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Really it was just because before I had the misfortune of having my computer shipped off to Flextronics International in Memphis TN for two weeks and then recieving it back improperly repaired.
 
Jollins said:
Really it was just for consolation because I had the misfortune of having my computer shipped off to Flextronics International in Memphis TN for two weeks and then recieving it back improperly repaired.
Click to expand...
I really hope apple fixes all of these problems with the updated MB and MBP. Untill then, apple will not see any of my money.
 
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