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MacBook Pro 2018 - Speakers Crackling
- Thread starter jaack
- Start date
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I am surprised Apple didn’t replace the captured device with a new unit though. That was my experience when my first 2018 MBP was captured for constant T2 issues. I assumed they wanted to make it their property so they could study it, tear it down, do whatever and take their time doing it.
what are ur exact problems? "Only" the popping noises during youtube or more? Sorry to ask you this again but with EU law after replacing a machine twice or three times for the excact same component or error entitles you to withdraw from buying contract and retreive all money back no matter how long this was ago.
- Speaker hiss - line noise, any interface, even encountered it on BT
- Pops and crackles
- If more than one audio stream starts playing, it just gets messed up. e.g. watching youtube, get an SMS, sound goes distorted and crackly.
I'm in Australia and we also have good consumer laws. I have a note on file where I can just get a refund, so I'm not worried at all. I kinda need the MBP for right now, alternatives aren't ideal.
Starting to get random audio pauses on YouTube, both over Bluetooth and local speakers. 2018 15" MacBook Pro. :-\
Unbelievable that they still haven't fixed this. Surely at this stage it's got to be a hardware issue.
Really glad I returned mine near launch.
Really glad I returned mine near launch.
For some, many of the issues are resolved with updating to Mojave. For some of course it is not. Apple seems content that if most update from High Sierra, it resolves many of the issues.
I wanted one computer that would do everything that I wanted and thought that the MacBook Pro 2018 would be "The One"...with i9, 32 GB of RAM and 4 GB GPU. How could you go wrong..!?!
Well...not the case...good fire-power, but...design issues....especially with audio which the "Pro" line is created for...
Thought I should post an update and document a long discussion I had with an Apple Customer Relations issue where they basically broke down why they believe the issue is still un-patched…
The short version is they acknowledged there's some big structural flaws at Apple that prevent the issue from getting the traction it needs... They also gave me what they felt the best strategy for getting this issue addressed with the priority it deserves...
--------------------------------------------------------------------------------------------------------------
I attempted to escalate the issue to Executive Customer Service (Tim Cook’s office) via phone. No dice… They don’t take calls… I did however speak to someone who was willing to speak openly about how/why this issue seems to have slipped through the cracks.
I’m confident he wasn’t just blowing apple scented smoke up my ass because what he said directly corroborates an article I read in last month where an ex-Apple engineer describes why Apple’s been failing hard over the past few years. (I linked the article at the bottom of this post…)
Anyway, he explained how technical issues get prioritized internally. (Basically where the bottleneck comes from.)
According to him this issue has two votes. (TWO frickin’ votes!)
In contrast, the butterfly keyboard issue had a few thousand votes, resulting in the recall program.
The short and painful version is this: As much as any support agent might want to escalate an issue, the voting structure prevents them from being able to do anything about it. The most they can do is submit the issue to Customer Relations, (whose are dealt the same fate; no ability to escalate an issue. Welcome to Apple via Tim Cook…)
Software Engineering answers to one department; Project Management. Even if Engineering wanted to address an issue the structure prevents them from coloring outside of the lines. So if an issue isn’t assigned by a project manager they can’t do sheeeit. Worse, project managers can override the priority of an issue.
The TLDR is that Apple’s own backwards structure prevent support from prioritizing anything, engineering isn't beholden to support, and Engineering’s has to tow EPM’s line (project management).
(This all reminds me of the Bridge to Total Freedom. Hey Leah Remini, HELP!
)
How/Why the Issue May Be Failing to Be Voted On:
A. (He thinks) the issue probably may in fact present on all machines, may very well be software related, and isn’t being widely reported enough because it’s only discoverable to people who use their mac in ways that reveal the issue quickly -- Extended continuous playback, use of a DAW or audio interface, and/or extended, uninterrupted listening in iTunes...
He then tossed an interesting scenario at me about extended listening in iTunes; a scenario that frankly I can't argue with as someone who produces music for a living... People under a certain age demographic don’t listen to music on their mac, they're more likely to listen to music on their phone or tablet. (Audio engineers know this… we've had to adapt the way we mix so that it's quasi palatable on sub-par playback devices...)
B. Not enough people have called in about the issue due to the above scenario.
I told him this made no sense based on the threads I follow, he threw a few scenarios at me that I'll be honest, do fit in with the threads I follow about the issue…
C. People’s first impulse is to bring the machine in to the Apple Store. The Apple store has no resources to fix the issue, resulting in the store needlessly replacing their machine.
[[I see this in every thread.. The macrumors thread is filled with people on their 2nd or 3rd machine with the same issue…]]
I followed up about replacement protocols, and how is it that that this isn’t having any affect on logging the issue... he tossed another hypothetical at me.. (Hypothetical because there’s no way for him to review any paperwork associated with a replacement.)
D. The protocol for replacing an item doesn't require them to report the issue with any detail; I.e. it could be as simple as an Apple retail drone writing “speakers broken”, “Internal sound isn’t working”, “popping sound adjusting volume. Speakers may be blown.” Etc…
Anyway, we talked at length. Without going into detail he said a number of things that left me with the impression that he wasn’t blowing Apple scented smoke up my ass… I asked him for advice about what to post, he recommended the following:
If you’re going to have the Apple Store replace the machine, document and report the issue with support first. Phone support will log the issue in far greater detail than the Apple Store. This also lets them aggregate your return with documentation about the issue... The more returns they can aggregate with the same issue the more obvious it is that it isn’t a fringe issue.
If you do replace the machine get a case number first, and make sure the replacement is linked to the case number. Don’t assume the store did, be neurotic and follow up with support ensuring the replacement and case are linked.
(I asked him about this, he agreed it’s ridiculous, and a massive financial liability… He also reminded me that Apple has 130,000 employees and there’s basically no way for anyone to cut through the noise unless they're at the top of the pecking order…)
Where Do We Go Now? (Sweatshop Child O Mine)
The hard truth is that it’s most likely going to require an effort from people experiencing the issue before it gets thoroughly addressed. Whether it’s a legal effort, regularly calling Customer Relations and reporting the issue, or flooding the Product Feedback - Apple link with comments about the issue… The infuriating reality is that’s most likely what we’re looking at before the issue goes away and doesn’t come back. (Or sell you mac and bail which has serious appeal at this point.)
I know I’ve tried to move heaven and hell to get attention on the issue. I’ve been a nosy SOB asking all the wrong questions, nothing, nada, zilch… Waiting for Apple to fix the issue just aint working…
The only option beyond this, (short of legal action), is reaching out in writing to Tim Cook’s Office (Executive Customer Relations.) If they shoot the issue down than it’s time I bail on Apple. (Something I probably should have done already…)
If you decide to make the effort and contact Cook's Office I was advised by several C.R. people that you should reach out via all three avenues; email, fax, and physical letter. I was also advised to send the physical letter via Fed Ex as they pick up and deliver all of Apple’s mail in Cupertino… Contact info below...
The short answer... Due to structural flaws currently plaguing Apple, the relations agent fears the issue will continue to slip through the cracks unless more people detail the issue with AppleCare before replacing their machine. I.e. Apple has made it so easy to replace your machine that there's no protocol for aggregating the replacement to a specific technical issue. Pair that with the ridiculous internal train wreck that prevents anyone useful from escalating an issue for a fix and here we are... Yelling... Unfortunately in cyberspace no one can hear you scream.
The bare minimum he recommends is:
Mail:
Office of the CEO, Tim Cook
One Apple Park Way,
Cupertino CA, 95014
Email: tcook@apple.com
Fax: (408)-974-9001
Link of Despair:
Former Apple Developer Explains Why The Company's Software Is Struggling
The short version is they acknowledged there's some big structural flaws at Apple that prevent the issue from getting the traction it needs... They also gave me what they felt the best strategy for getting this issue addressed with the priority it deserves...
--------------------------------------------------------------------------------------------------------------
I attempted to escalate the issue to Executive Customer Service (Tim Cook’s office) via phone. No dice… They don’t take calls… I did however speak to someone who was willing to speak openly about how/why this issue seems to have slipped through the cracks.
I’m confident he wasn’t just blowing apple scented smoke up my ass because what he said directly corroborates an article I read in last month where an ex-Apple engineer describes why Apple’s been failing hard over the past few years. (I linked the article at the bottom of this post…)
Anyway, he explained how technical issues get prioritized internally. (Basically where the bottleneck comes from.)
- Apple uses an internal voting system to rank support issues. (That can't be circumvented. It's part of the internals of Apple a la Time Cook.)
- The only way an issue is delegated for a fix is based on how it ranks in their (ridiculous) voting system.
According to him this issue has two votes. (TWO frickin’ votes!)
In contrast, the butterfly keyboard issue had a few thousand votes, resulting in the recall program.
The short and painful version is this: As much as any support agent might want to escalate an issue, the voting structure prevents them from being able to do anything about it. The most they can do is submit the issue to Customer Relations, (whose are dealt the same fate; no ability to escalate an issue. Welcome to Apple via Tim Cook…)
Software Engineering answers to one department; Project Management. Even if Engineering wanted to address an issue the structure prevents them from coloring outside of the lines. So if an issue isn’t assigned by a project manager they can’t do sheeeit. Worse, project managers can override the priority of an issue.
The TLDR is that Apple’s own backwards structure prevent support from prioritizing anything, engineering isn't beholden to support, and Engineering’s has to tow EPM’s line (project management).
(This all reminds me of the Bridge to Total Freedom. Hey Leah Remini, HELP!
How/Why the Issue May Be Failing to Be Voted On:
A. (He thinks) the issue probably may in fact present on all machines, may very well be software related, and isn’t being widely reported enough because it’s only discoverable to people who use their mac in ways that reveal the issue quickly -- Extended continuous playback, use of a DAW or audio interface, and/or extended, uninterrupted listening in iTunes...
He then tossed an interesting scenario at me about extended listening in iTunes; a scenario that frankly I can't argue with as someone who produces music for a living... People under a certain age demographic don’t listen to music on their mac, they're more likely to listen to music on their phone or tablet. (Audio engineers know this… we've had to adapt the way we mix so that it's quasi palatable on sub-par playback devices...)
B. Not enough people have called in about the issue due to the above scenario.
I told him this made no sense based on the threads I follow, he threw a few scenarios at me that I'll be honest, do fit in with the threads I follow about the issue…
C. People’s first impulse is to bring the machine in to the Apple Store. The Apple store has no resources to fix the issue, resulting in the store needlessly replacing their machine.
[[I see this in every thread.. The macrumors thread is filled with people on their 2nd or 3rd machine with the same issue…]]
I followed up about replacement protocols, and how is it that that this isn’t having any affect on logging the issue... he tossed another hypothetical at me.. (Hypothetical because there’s no way for him to review any paperwork associated with a replacement.)
D. The protocol for replacing an item doesn't require them to report the issue with any detail; I.e. it could be as simple as an Apple retail drone writing “speakers broken”, “Internal sound isn’t working”, “popping sound adjusting volume. Speakers may be blown.” Etc…
Anyway, we talked at length. Without going into detail he said a number of things that left me with the impression that he wasn’t blowing Apple scented smoke up my ass… I asked him for advice about what to post, he recommended the following:
If you’re going to have the Apple Store replace the machine, document and report the issue with support first. Phone support will log the issue in far greater detail than the Apple Store. This also lets them aggregate your return with documentation about the issue... The more returns they can aggregate with the same issue the more obvious it is that it isn’t a fringe issue.
If you do replace the machine get a case number first, and make sure the replacement is linked to the case number. Don’t assume the store did, be neurotic and follow up with support ensuring the replacement and case are linked.
(I asked him about this, he agreed it’s ridiculous, and a massive financial liability… He also reminded me that Apple has 130,000 employees and there’s basically no way for anyone to cut through the noise unless they're at the top of the pecking order…)
Where Do We Go Now? (Sweatshop Child O Mine)
The hard truth is that it’s most likely going to require an effort from people experiencing the issue before it gets thoroughly addressed. Whether it’s a legal effort, regularly calling Customer Relations and reporting the issue, or flooding the Product Feedback - Apple link with comments about the issue… The infuriating reality is that’s most likely what we’re looking at before the issue goes away and doesn’t come back. (Or sell you mac and bail which has serious appeal at this point.)
I know I’ve tried to move heaven and hell to get attention on the issue. I’ve been a nosy SOB asking all the wrong questions, nothing, nada, zilch… Waiting for Apple to fix the issue just aint working…
The only option beyond this, (short of legal action), is reaching out in writing to Tim Cook’s Office (Executive Customer Relations.) If they shoot the issue down than it’s time I bail on Apple. (Something I probably should have done already…)
If you decide to make the effort and contact Cook's Office I was advised by several C.R. people that you should reach out via all three avenues; email, fax, and physical letter. I was also advised to send the physical letter via Fed Ex as they pick up and deliver all of Apple’s mail in Cupertino… Contact info below...
The short answer... Due to structural flaws currently plaguing Apple, the relations agent fears the issue will continue to slip through the cracks unless more people detail the issue with AppleCare before replacing their machine. I.e. Apple has made it so easy to replace your machine that there's no protocol for aggregating the replacement to a specific technical issue. Pair that with the ridiculous internal train wreck that prevents anyone useful from escalating an issue for a fix and here we are... Yelling... Unfortunately in cyberspace no one can hear you scream.
The bare minimum he recommends is:
- Document the issue with AppleCare before replacing it. (You can still replace it...)
- Get a case number after documenting the issue, then ask the store to link the return to your case number.
- Call support after getting the replacement machine and make sure the case/issue is linked to the replacement. (I.e. Don't expect that the replacement was handled correctly, even if the store supposed to adhere to a specific policy.)
- If the replacement wasn't linked to your case, or the agent gives you a bunch of hot air ask for customer relations and make sure they follow through and link the replacement to the case.
Mail:
Office of the CEO, Tim Cook
One Apple Park Way,
Cupertino CA, 95014
Email: tcook@apple.com
Fax: (408)-974-9001
Link of Despair:
Former Apple Developer Explains Why The Company's Software Is Struggling
Last edited:
Contact Craig Federighi. federighi@apple.comThought I should post an update and document a long discussion I had with an Apple Customer Relations issue where they basically broke down why they believe the issue is still un-patched…
The short version is they acknowledged there's some big structural flaws at Apple that prevent the issue from getting the traction it needs... They also gave me what they felt the best strategy for getting this issue addressed with the priority it deserves...
--------------------------------------------------------------------------------------------------------------
I attempted to escalate the issue to Executive Customer Service (Tim Cook’s office) via phone. No dice… They don’t take calls… I did however speak to someone who was willing to speak openly about how/why this issue seems to have slipped through the cracks.
I’m confident he wasn’t just blowing apple scented smoke up my ass because what he said directly corroborates an article I read in last month where an ex-Apple engineer describes why Apple’s been failing hard over the past few years. (I linked the article at the bottom of this post…)
Anyway, he explained how technical issues get prioritized internally. (Basically where the bottleneck comes from.)
- Apple uses an internal voting system to rank support issues. (That can't be circumvented. It's part of the internals of Apple a la Time Cook.)
- The only way an issue is delegated for a fix is based on how it ranks in their (ridiculous) voting system.
According to him this issue has two votes. (TWO frickin’ votes!)
In contrast, the butterfly keyboard issue had a few thousand votes, resulting in the recall program.
The short and painful version is this: As much as any support agent might want to escalate an issue, the voting structure prevents them from being able to do anything about it. The most they can do is submit the issue to Customer Relations, (whose are dealt the same fate; no ability to escalate an issue. Welcome to Apple via Tim Cook…)
Software Engineering answers to one department; Project Management. Even if Engineering wanted to address an issue the structure prevents them from coloring outside of the lines. So if an issue isn’t assigned by a project manager they can’t do sheeeit. Worse, project managers can override the priority of an issue.
The TLDR is that Apple’s own backwards structure prevent support from prioritizing anything, engineering isn't beholden to support, and Engineering’s has to tow EPM’s line (project management).
(This all reminds me of the Bridge to Total Freedom. Hey Leah Remini, HELP!)
How/Why the Issue May Be Failing to Be Voted On:
A. (He thinks) the issue probably may in fact present on all machines, may very well be software related, and isn’t being widely reported enough because it’s only discoverable to people who use their mac in ways that reveal the issue quickly -- Extended continuous playback, use of a DAW or audio interface, and/or extended, uninterrupted listening in iTunes...
He then tossed an interesting scenario at me about extended listening in iTunes; a scenario that frankly I can't argue with as someone who produces music for a living... People under a certain age demographic don’t listen to music on their mac, they're more likely to listen to music on their phone or tablet. (Audio engineers know this… we've had to adapt the way we mix so that it's quasi palatable on sub-par playback devices...)
B. Not enough people have called in about the issue due to the above scenario.
I told him this made no sense based on the threads I follow, he threw a few scenarios at me that I'll be honest, do fit in with the threads I follow about the issue…
C. People’s first impulse is to bring the machine in to the Apple Store. The Apple store has no resources to fix the issue, resulting in the store needlessly replacing their machine.
[[I see this in every thread.. The macrumors thread is filled with people on their 2nd or 3rd machine with the same issue…]]
I followed up about replacement protocols, and how is it that that this isn’t having any affect on logging the issue... he tossed another hypothetical at me.. (Hypothetical because there’s no way for him to review any paperwork associated with a replacement.)
D. The protocol for replacing an item doesn't require them to report the issue with any detail; I.e. it could be as simple as an Apple retail drone writing “speakers broken”, “Internal sound isn’t working”, “popping sound adjusting volume. Speakers may be blown.” Etc…
Anyway, we talked at length. Without going into detail he said a number of things that left me with the impression that he wasn’t blowing Apple scented smoke up my ass… I asked him for advice about what to post, he recommended the following:
If you’re going to have the Apple Store replace the machine, document and report the issue with support first. Phone support will log the issue in far greater detail than the Apple Store. This also lets them aggregate your return with documentation about the issue... The more returns they can aggregate with the same issue the more obvious it is that it isn’t a fringe issue.
If you do replace the machine get a case number first, and make sure the replacement is linked to the case number. Don’t assume the store did, be neurotic and follow up with support ensuring the replacement and case are linked.
(I asked him about this, he agreed it’s ridiculous, and a massive financial liability… He also reminded me that Apple has 130,000 employees and there’s basically no way for anyone to cut through the noise unless they're at the top of the pecking order…)
Where Do We Go Now? (Sweatshop Child O Mine)
The hard truth is that it’s most likely going to require an effort from people experiencing the issue before it gets thoroughly addressed. Whether it’s a legal effort, regularly calling Customer Relations and reporting the issue, or flooding the Product Feedback - Apple link with comments about the issue… The infuriating reality is that’s most likely what we’re looking at before the issue goes away and doesn’t come back. (Or sell you mac and bail which has serious appeal at this point.)
I know I’ve tried to move heaven and hell to get attention on the issue. I’ve been a nosy SOB asking all the wrong questions, nothing, nada, zilch… Waiting for Apple to fix the issue just aint working…
The only option beyond this, (short of legal action), is reaching out in writing to Tim Cook’s Office (Executive Customer Relations.) If they shoot the issue down than it’s time I bail on Apple. (Something I probably should have done already…)
If you decide to make the effort and contact Cook's Office I was advised by several C.R. people that you should reach out via all three avenues; email, fax, and physical letter. I was also advised to send the physical letter via Fed Ex as they pick up and deliver all of Apple’s mail in Cupertino… Contact info below...
The short answer... Due to structural flaws currently plaguing Apple, the relations agent fears the issue will continue to slip through the cracks unless more people detail the issue with AppleCare before replacing their machine. Apple has made it so easy to replace your machine that its own policies are the thing failing. Pair that with the ridiculous internal train wreck that prevents anyone useful from escalating an issue and here we are... Yelling... unfortunately in cyberspace no one can hear you scream.
The bare minimum he recommends is:
- Document the issue with AppleCare before replacing it. (You can still replace it...)
- Get a case number after documenting the issue, then ask the store to link the return to your case number.
- Call support after getting the replacement machine and make sure the case/issue is linked to the replacement. (I.e. Don't expect the store to do anything right, even if they're supposed to.)
- If the issue wasn't linked, or the agent gives you a bunch of hot air ask for customer relations and make sure they follow through and link the replacement to the issue.
Mail:
Office of the CEO, Tim Cook
One Apple Park Way,
Cupertino CA, 95014
Email: tcook@apple.com
Fax: (408)-974-9001
Link of Despair:
Former Apple Developer Explains Why The Company's Software Is Struggling
Thanks for the heads up. I've got my letter to Cook's office drafted, do you think it'd be better to reach out to Craig instead? Thanks again...
Yes, I also think it's likely 100% of machines are impacted. But c'mon, I can trigger my issues with ease, and it is triggered when on youtube and getting a notification (read: VERY common scenario).
I've reached out to my support guy asking for any updates, as I'm on third, and Apple engi's have my device capture.
Overall, I'm happy to go go for another 2-3 MacBooks, but is apple going to be willing to absorb the cost? According to my guy, they have stopped device replacements for this issue completely (Australia region?). Or I'm happy to keep using it, until I get the 2019 model. I'm not gonna be happy if I have to just return it and be without a machine until 2019 comes out...
I've reached out to my support guy asking for any updates, as I'm on third, and Apple engi's have my device capture.
Overall, I'm happy to go go for another 2-3 MacBooks, but is apple going to be willing to absorb the cost? According to my guy, they have stopped device replacements for this issue completely (Australia region?). Or I'm happy to keep using it, until I get the 2019 model. I'm not gonna be happy if I have to just return it and be without a machine until 2019 comes out...
I just tried to get my MBP to do it by listening to music on YouTube and getting a bunch of notifications, but it doesn't do it at all.
yes, iOS 11 did it the same sometimes, and high pitch noise sometimes are on ios12 as well...most heard when you are ending on speaker phone call
[doublepost=1553499721][/doublepost]
just watch an youtube music video, jump ahead and back with the timeline a few times, and after that you should receive an mail notification , that way is 100% way to replicate the software issue especially on the 2018 mbp that has new speakers or new speakers software that communicate with the T2 chip
hey guys, can u watch this video at minute 2:34 to 2:35 and tell me if u get 2 clicking / hiss sounds?
https://www.dropbox.com/s/3z71o40ngdvfcge/Screenshot 2019-03-25 19.46.07.png?dl=0
i even get this witrh my airpods...
https://www.dropbox.com/s/3z71o40ngdvfcge/Screenshot 2019-03-25 19.46.07.png?dl=0
i even get this witrh my airpods...
Nope, I do not have the issue. CORRECTION - holy smokes, apparently I can get my machine to exhibit this behavior briefly. I get just a slight crackle when a message comes through, but it does not happen every time. This has to be software related (not hardware) and Apple has to fix this! I am honestly shocked that we are coming up on 10.14.4 and this still has not been fixed. According to the audio company RME, 10.14.4 fixes audio dropouts in their testing of beta 5. Let's hope this totally resolves this issue as well!
Last edited:
So, you did get it when you got a notification.
Now, do these things:
1. Go to sys pref, Sound, enable "play feedback when volume changed"
2. Press Fn (or whatever you need to do the following) so that the volume up/down buttons appear on Touch Bar.
3. Spam the heck out of up/down, forcing the pops. Likely you'll get distortion.
4. Now, open a youtube vid and do it. The youtube audio stream will be distorted, and the 'feedback pops' stream will be muting itself.
Check and see if 10.14.4 fixes this. It was just released.
Thought I should post an update and document a long discussion I had with an Apple Customer Relations issue where they basically broke down why they believe the issue is still un-patched…
The short version is they acknowledged there's some big structural flaws at Apple that prevent the issue from getting the traction it needs... They also gave me what they felt the best strategy for getting this issue addressed with the priority it deserves...
--------------------------------------------------------------------------------------------------------------
I attempted to escalate the issue to Executive Customer Service (Tim Cook’s office) via phone. No dice… They don’t take calls… I did however speak to someone who was willing to speak openly about how/why this issue seems to have slipped through the cracks.
I’m confident he wasn’t just blowing apple scented smoke up my ass because what he said directly corroborates an article I read in last month where an ex-Apple engineer describes why Apple’s been failing hard over the past few years. (I linked the article at the bottom of this post…)
Anyway, he explained how technical issues get prioritized internally. (Basically where the bottleneck comes from.)
- Apple uses an internal voting system to rank support issues. (That can't be circumvented. It's part of the internals of Apple a la Time Cook.)
- The only way an issue is delegated for a fix is based on how it ranks in their (ridiculous) voting system.
According to him this issue has two votes. (TWO frickin’ votes!)
In contrast, the butterfly keyboard issue had a few thousand votes, resulting in the recall program.
The short and painful version is this: As much as any support agent might want to escalate an issue, the voting structure prevents them from being able to do anything about it. The most they can do is submit the issue to Customer Relations, (whose are dealt the same fate; no ability to escalate an issue. Welcome to Apple via Tim Cook…)
Software Engineering answers to one department; Project Management. Even if Engineering wanted to address an issue the structure prevents them from coloring outside of the lines. So if an issue isn’t assigned by a project manager they can’t do sheeeit. Worse, project managers can override the priority of an issue.
The TLDR is that Apple’s own backwards structure prevent support from prioritizing anything, engineering isn't beholden to support, and Engineering’s has to tow EPM’s line (project management).
(This all reminds me of the Bridge to Total Freedom. Hey Leah Remini, HELP!)
How/Why the Issue May Be Failing to Be Voted On:
A. (He thinks) the issue probably may in fact present on all machines, may very well be software related, and isn’t being widely reported enough because it’s only discoverable to people who use their mac in ways that reveal the issue quickly -- Extended continuous playback, use of a DAW or audio interface, and/or extended, uninterrupted listening in iTunes...
He then tossed an interesting scenario at me about extended listening in iTunes; a scenario that frankly I can't argue with as someone who produces music for a living... People under a certain age demographic don’t listen to music on their mac, they're more likely to listen to music on their phone or tablet. (Audio engineers know this… we've had to adapt the way we mix so that it's quasi palatable on sub-par playback devices...)
B. Not enough people have called in about the issue due to the above scenario.
I told him this made no sense based on the threads I follow, he threw a few scenarios at me that I'll be honest, do fit in with the threads I follow about the issue…
C. People’s first impulse is to bring the machine in to the Apple Store. The Apple store has no resources to fix the issue, resulting in the store needlessly replacing their machine.
[[I see this in every thread.. The macrumors thread is filled with people on their 2nd or 3rd machine with the same issue…]]
I followed up about replacement protocols, and how is it that that this isn’t having any affect on logging the issue... he tossed another hypothetical at me.. (Hypothetical because there’s no way for him to review any paperwork associated with a replacement.)
D. The protocol for replacing an item doesn't require them to report the issue with any detail; I.e. it could be as simple as an Apple retail drone writing “speakers broken”, “Internal sound isn’t working”, “popping sound adjusting volume. Speakers may be blown.” Etc…
Anyway, we talked at length. Without going into detail he said a number of things that left me with the impression that he wasn’t blowing Apple scented smoke up my ass… I asked him for advice about what to post, he recommended the following:
If you’re going to have the Apple Store replace the machine, document and report the issue with support first. Phone support will log the issue in far greater detail than the Apple Store. This also lets them aggregate your return with documentation about the issue... The more returns they can aggregate with the same issue the more obvious it is that it isn’t a fringe issue.
If you do replace the machine get a case number first, and make sure the replacement is linked to the case number. Don’t assume the store did, be neurotic and follow up with support ensuring the replacement and case are linked.
(I asked him about this, he agreed it’s ridiculous, and a massive financial liability… He also reminded me that Apple has 130,000 employees and there’s basically no way for anyone to cut through the noise unless they're at the top of the pecking order…)
Where Do We Go Now? (Sweatshop Child O Mine)
The hard truth is that it’s most likely going to require an effort from people experiencing the issue before it gets thoroughly addressed. Whether it’s a legal effort, regularly calling Customer Relations and reporting the issue, or flooding the Product Feedback - Apple link with comments about the issue… The infuriating reality is that’s most likely what we’re looking at before the issue goes away and doesn’t come back. (Or sell you mac and bail which has serious appeal at this point.)
I know I’ve tried to move heaven and hell to get attention on the issue. I’ve been a nosy SOB asking all the wrong questions, nothing, nada, zilch… Waiting for Apple to fix the issue just aint working…
The only option beyond this, (short of legal action), is reaching out in writing to Tim Cook’s Office (Executive Customer Relations.) If they shoot the issue down than it’s time I bail on Apple. (Something I probably should have done already…)
If you decide to make the effort and contact Cook's Office I was advised by several C.R. people that you should reach out via all three avenues; email, fax, and physical letter. I was also advised to send the physical letter via Fed Ex as they pick up and deliver all of Apple’s mail in Cupertino… Contact info below...
The short answer... Due to structural flaws currently plaguing Apple, the relations agent fears the issue will continue to slip through the cracks unless more people detail the issue with AppleCare before replacing their machine. I.e. Apple has made it so easy to replace your machine that there's no protocol for aggregating the replacement to a specific technical issue. Pair that with the ridiculous internal train wreck that prevents anyone useful from escalating an issue for a fix and here we are... Yelling... Unfortunately in cyberspace no one can hear you scream.
The bare minimum he recommends is:
- Document the issue with AppleCare before replacing it. (You can still replace it...)
- Get a case number after documenting the issue, then ask the store to link the return to your case number.
- Call support after getting the replacement machine and make sure the case/issue is linked to the replacement. (I.e. Don't expect that the replacement was handled correctly, even if the store supposed to adhere to a specific policy.)
- If the replacement wasn't linked to your case, or the agent gives you a bunch of hot air ask for customer relations and make sure they follow through and link the replacement to the case.
Mail:
Office of the CEO, Tim Cook
One Apple Park Way,
Cupertino CA, 95014
Email: tcook@apple.com
Fax: (408)-974-9001
Link of Despair:
Former Apple Developer Explains Why The Company's Software Is Struggling
While you may not be able to place a call to Apples Executive Customer Relations, you should get a call from them after you send off your letter or email. I have spoken to them a couple of times about issues. I am not saying that it has been terribly productive, but I have spoken to them. But I believe that the more people who reach out and have discussions with them the better.
I would add to your list:
Tara Branch
Vice President of Operations
Tbunch@apple.com
10.14.4
Can confirm no popping or distortion while spamming volume up/down and streaming youtube (I hadn't tried this before though).
Can confirm play /pausing in FCP X no longer makes distorted pop sound. Previously made pop sound when starting or stopping timeline playback.
Looks like we have a winner here?
Can confirm no popping or distortion while spamming volume up/down and streaming youtube (I hadn't tried this before though).
Can confirm play /pausing in FCP X no longer makes distorted pop sound. Previously made pop sound when starting or stopping timeline playback.
Looks like we have a winner here?