My MacPro just died :(

[THX1139]

I woke-up my MacPro to get some work done. The screen came on for about 30 seconds and then went black. My first thought was that it had somehow slipped back into sleep mode... I sometimes have a hard time waking up too. I clicked the mouse, the esc key...nothing. click, click... This led me to thinking it would be a good time to restart. I held down the power button and forced it to restart. When it came back on, after the chime, the ATI x1900 card revved up like it always does... only this time it stayed that way. I had an urge to grab the computer to keep it from flying out of the room! Still no signal going to the ACD 23...

(I'll skip to a new paragraph for those of you who can't deal with large blocks of text.)

Next, I tried zapping the P Ram... same thing. I was rewarded with a black screen and jet engine sounds coming from the computer.

Checked the ram... nope.
Took out the card (pain in the A$$) and put it back in. Same thing...
Tried booting off a CD. Nothing but whooooooshing sounds and black death.

I hear the drive writing as the OS loads (I just can't see it actually load) so I think maybe it's just the card. Is there a damn reset button?!

Time to call Apple.

Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

So, as I'm telling him what the problem is... I can tell he is looking for the answer in some secret manual that the tech support uses to solve problems. I'm wondering if he knows anything about using a Mac... Every time he starts to tell me what to try, I cut him off saying that I've already done that, can we just skip forward to the part where you send me a new computer? We go though the list... I can almost hear the pages turning as he searches for the answer. Finally, he says "I'll be right back... I need to ask someone." A few minutes later he comes back on and tries to sell me Apple Care because something is wrong with my computer. I tell him that I KNOW something is wrong... hence the phone call, but that I bought the computer less than 90 days ago... isn't it already covered by warranty? He replies, (sorry, I can't type Indian accent) "Yeah, but if you have Apple Care, you won't have to deliver the computer to the Apple Store, we'd come pick it up." I ask him what I would have to do if I lived in the middle of nowhere? Would I have to drive the computer in to get it fixed? What would I have to do if I lived in the Australian outback? Would Apple care cover that? He didn't have an answer nor get the irony.

The end to this long story is, I have to take it to the Apple "Genius" bar so they can look it over and tell me that it's broken so that it can be sent in for repairs. This sucks. I wonder how long the turn around will be?

By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.

 

[netdog]

It's not his fault. He is just following policy procedures.

 

[THX1139]

It's not his fault. He is just following policy procedures.

Okay, whatever. I wasn't blaming him. I was just relating my experiences... sheesh. I just thought it was kind of "tacky" that he was more interesting in selling me Applecare than to sympathize with me that my $4000++ investment is currently a paper weight. Not to mention the hassle of downtime and dealing with hauling my computer (and ACD) to the local mall for repair service.

Can't I get some love here?

 

[phuong]

Every time he starts to tell me what to try, I cut him off saying that I've already done that, can we just skip forward to the part where you send me a new computer?

it was you who was really really rude at first. they were just doing their job and following procedures.
i would fire him if he "skip forward to the part where [he] send [you] a new computer" without knowing what or where the problem was.

you think your 4000+ investment is big. well that might be true. but it certainly doesn't mean you can be so rude.

 

[amacgenius]

I know how you feel, but as mentioned already the "tech" was just doing his job and for that you can't be mad.

 

[Sesshi]

He's got a list of stuff he has to go through before he can authorise it.

I'm not saying it's you specifically, but it seems always to be the IT know-it-alls who behave like this and blame the inadequacies of support on the company when they're not actually going through the support process properly. I like to think I know my stuff but I always do exactly what the support person says to do, even if I've tried it before. I then get (even from Apple) the support I need in the circumstances (Although Apple's turnaround time leaves much to be desired). Just how indoctrinated are Apple users that they think the support will sympathise and get all mollycoddly because your machine failed?

And buying a high-end workstation without aftercare support? That's pretty surprising. Personally, I know anything Apple makes recently will go wrong - the thermal management's a little borderline on the Pro in any case once I start populating it with a decent array of stuff inside for example compared to a decent 5000X workstation - so I elected for Applecare from the start. I'd recommend the same.

 

[Music_Producer]

I do sympathize with the OP.. and honestly (for all those defending Applecare) .. it's his money. Let him decide whether he wants to spend $300 or whatever on Applecare or on hard drives. He has a 90 day warranty and he's obviously entitled to good support.. he's just a little pissed off because the tech guy was doing his job like a drone, instead of being a little more interactive.

If a tech support guy tried to sell me Applecare instead of discussing my problem, I'd be bloody pissed off. Oh, btw.. I'm Indian (without the accent) but I personally hate it when I get routed to a call center in India (I'll never purchase from Ritz Camera *ugh*) If only they could speak with a normal Indian accent instead of trying to take on an American accent with American names.. its funny. Or maybe I can understand them better with an indian accent since I am from there.

To the OP.. you'll obviously have to send your mac pro in for servicing, must be a pain to haul it to the Apple store though. Hope it gets fixed soon

 

[jaw04005]

I feel your frustration also. At some point, you get tired of telling the level 1 tech that you've reset the PRAM, archived and installed Mac OS X, run disk utility, unplugged the computer and let it sit for 3 minutes to reset the power supply, etc.

I get tired of the AppleCare up-sell also. I just purchased a new MacBook this month, and it was DOA out of the box. I called to have it replaced and had to listen to a 10 minute spill on AppleCare.

Now, I purchase AppleCare, generally, but I choose to purchase it off eBay or from a vendor that is cheaper than what Apple sells it for. I tried to explain that to the tech, but he/she said that's not possible, that I must purchase it directly from Apple. Obviously, that's not true.

Not to mention, when I call about my iPod shuffle ... the last thing I want to do is spend $59 on AppleCare for an iPod shuffle. The shuffle only costs $79 to begin with.

I get tired of telling Apple what county I live in, whether or not I live within the city limits and that I'm nowhere near an Apple Store or AASP. And god forbid you don't have your case or dispatch number, you can expect to wait forever.

Customer service in general is lacking in the industry. Apple is sort of a step above the rest, but they still suffer the same problems that plague other hardware manufacturers. However, the key is to keep your cool and remain cordial. The tech can't read your mind, and it's important to communicate clearly.

 

[Sesshi]

Apple is sort of a step above the rest, but they still suffer the same problems that plague other hardware manufacturers.

Not for this class of machine. I've felt more than a little exasperation while talking to support while going through all the steps - and were it to break, I would have to wait for it to be picked up. My Pro arrived BOA - I'm not holding that against Apple, shippers can be horrendous these days - and it took quite a long time to get it replaced (let alone impressing on them the requirement for a replacement, not a repair and return) but so far it's not revealed any further issues, touch wood.

Dell & HP provide next-day onsite support inclusive in the business support service, with same-day an option. I have 4-hour onsite on a couple of the Precision 690s (directly comparable to the Pro, as with some of the xw series from HP) and on the occasions that I have needed it, they have delivered that level of service - all for less than a Pro (admittedly including my corporate discount).

 

[rob5]

I have a one month old MP and ordered 4x1GB ram with it from Apple. One stick died already after a month.

I'm sure I'll have the same experience as you.. I'll have to drag this whole thing 45 minutes away to have someone tell me the stick is "bad".

 

[dusanv]

Apple's support could be better. They say you have a year of warranty but won't talk to you after 90 days. What's that all about? They are really slow even if you buy the extended warranty. They had my PowerBook for three weeks one time. One the other hand, they handled all repairs they did for me properly.

Compare that to Dell. I got a 30'' Dell monitor (they tossed in 3 year warranty for free). After I while I realized I can't stand the backlight bleed in one of the corners so I called and they sent another one next day. No questions asked. That's good service.

P.S. I betcha it the x1900XT again. Let us know what the problem was when you get it back. Do you have one of the first batch of x1900s?

 

[danny_w]

Luckily I've never had to use Apple service but once (and they made me take it to the store when they shouldn't have according to the 'Genius'), but the horror stories about bad Apple service are rampant. I've always had immediate service from Dell (the one area in which they seem to excel), so why can't Apple be as good? If the MP had been a Dell server you would have had a new one on your doorstep the next day, or at least a tech at your house to fix the problem.

 

[DeepIn2U]

... Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

....He replies, (sorry, I can't type Indian accent) "Yeah, but if you have Apple Care, you won't have to deliver the computer to the Apple Store, we'd come pick it up."

... The end to this long story is, I have to take it to the Apple "Genius" bar so they can look it over and tell me that it's broken so that it can be sent in for repairs. This sucks. I wonder how long the turn around will be?

By the way, I have nothing against Indian folks. So don't flame me as a racist or whatever. Some of my best friends are Indians. And Australians.

Sorry about your fustration here. but even if some of your "best" friends are Indian ... how do you "KNOW" or take the right to ass.u.me that the person on the phone is Indian? Wwhich indian are you refering to? East Indians, West Indians such as myself - heritage is Jamiaca & Cuba; or what about Pakistanian, or Sri Lankin, or anywhere else in the world? I'm not great at forming sentences but I dont make the assumption all will understand what I type so I hope that you will. Just dont type the person on the phone was "Indian" its just too generic and breeds bigotry regardless of your friends being Indian > I'm sure sitting with their family at the dinner table stating that would have some silent thoughts in their parents heads, even though they may like you very much.

Regardless, your fustration for a brand new computer is well founded! However dont be fustrated at the tech rep for doing his job to ask you standard questions. Why would you deduce that by answering all of his questions you would be sent a new machine??? Would it have saved you time to take the computer to the Apple Store and have a Genius take a look at it?

Just a heads up; I too do tech support, and if I get the job at Apple Canada next month I hope I dont sound like a complete newb > I'm pretty good with PC, A/S 400 (MF), but I'm a newb at a Mac. That rep you spoke to may be in a similar vote and may learn VERY quickly so dont be so sure - this is to anyone - to write death warrant to the person doing tech support when your fustrated at the performance of your machine.

PS. why would the video card be the only possible thing at fault? Cable? setting in the OS for video? Have you memorize how to login "blind" on the OS to confirm the loading of your desktop? I ask these questions because I must do this ANYTIME I do a full whipe of my HDD on my DELL Optiplex GX260 (yes this old dog still survives with WinXP SP2); because the WinXP SP2 drivers just dont work well with my imbedded video card - hence the reason for the DELL software CD. I've even remembered how to install the new driver from login to applying within the 15second timeout before default switches back.

 

[THX1139]

I feel your frustration also. At some point, you get tired of telling the level 1 tech that you've reset the PRAM, archived and installed Mac OS X, run disk utility, unplugged the computer and let it sit for 3 minutes to reset the power supply, etc.

I get tired of the AppleCare up-sell also. I just purchased a new MacBook this month, and it was DOA out of the box. I called to have it replaced and had to listen to a 10 minute spill on AppleCare.

Cool... someone gets the gist of my post. I didn't mean to come off that I was somehow morally superior... I just tried to tell a story about my experience thinking that some of you might be able to relate. I tried to be humorous but some of the people (who replied to my post) didn't get my banter or the general meaning of what I was saying. I am somewhat relieved to see that a few of you got it.

I don't know about you... but I HATE being on technical support. There is a feeling of frustration having an expensive machine that stops working, as well as having to go through the hassle of jumping though hoops to return it. Even so, I often usually try to make the best of the situation by having conversation with whomever I'm talking to. This time I got an individual who had such a strong east Indian accent that I had to have him repeat himself several time. I really wasn't in the mood to deal with someone, who I could barely understand, tell me how to restart my computer. Or tell me to check my ram or tell me to boot off my CD even though I wasn't getting a video signal. Maybe I'm guilty of knowing too much and not having the patience to be walked though the basics. Would it have been more polite to sit there and listen to him go through the routine? Probably, but I wanted to cut to the chase and tell him what I've done to resolve the problem and then have him make a recommendation. Instead I got a sales pitch for Applecare! Phooey!

As for some of you who where bothered about my attitude about Indian people, that I didn't have the right label him. Well, I didn't once insult his race/nationality, I was more making fun of the fact that I was routed to a call center outside of the US and being pitched Applecare by someone I couldn't understand. It has nothing to do with my attitude about any nationality... it was more about poking fun at having to dealing with a stero-typical call center out of my home country. If you can't see the irony or want to read into that I'm some kind of bad person, then you have no sense of irony, or you have never been put on hold while trying to get technical support.

I'm almost sorry I shared my experience.

 

[THX1139]

P.S. I betcha it the x1900XT again. Let us know what the problem was when you get it back. Do you have one of the first batch of x1900s?

I'm 99.99% sure it's the x1900. I thought that... or the motherboard. Now I'm sure it's the card because I can boot the MacPro and log into it from another computer on the network. The machine boots fine, it just doesn't give out a video signal and the fan sounds like a hair dryer. Even tried with another monitor to confirm it wasn't the ACD. That is actually good news because the repair might be as easy as swapping out the card. I hate the thought of having it be out for any length of time.

Not sure if the card is an early version or not because I got my machine a little over a couple months ago. Did they do a recent revision? Maybe I'll get a new one?

 

[slughead]

MAKE SURE THE BACK POWER CABLE IS PLUGGED INTO THE X1900!

Without power going to the card through the back cable, the card will not show video and the fans will run at full speed!

I know this because I've seen it.

It doesn't hurt the card or anything, the card just stops working without the 6-pin PCIe power cable and sounds like a leaf blower.

 

[Neonguy]

All Tech Support are like this. They have a procedure and guideline to follow. Some are more knowledge then other, while some are not. Even if you know more then the Tech support doesn't give you the right to cut him off and just give you a new machine. While I hear your paint it plain sucks when you are connected all the way through India and have a hard time understanding them but you should be more understandable. Instead of cutting him off, tell him what is wrong with your machine and what you have already try to cut off any necessary time wasted for a fixed. Even, if he tell you something you already have done. Simply wait until he finish his sentence, and just tell him you have already done that.

I have a similar with my Mac Pro. I call Tech Support, I wasn't connected to India but someone in the US. I tell him what's wrong and seam like he have to put me on hold and look it up. Then, he tell to do some step which I have already done, but I alway listen and let him finish and just said I already done that. So it go on and on until he finally stated it's a defect, I could eithor ship it back or go to Apple Store to have the Genius look further into it. So in the end, it going to work out. He did offer me Apple Care but I didn't freak out, I just laugh and say it depend on how long the machine can run. Reason they offer you Apple Care because they treat people with Apple Care a lot nicer.

 

[techster85]

My personal favorite is when I have to explain to a support person that though I do live in Texas...Lubbock is 6 hours away from the nearest Apple Retailer, making a trip to the genious bar a little more than I care to try...

 

[THX1139]

Instead of cutting him off, tell him what is wrong with your machine and what you have already try to cut off any necessary time wasted for a fixed. Even, if he tell you something you already have done. Simply wait until he finish his sentence, and just tell him you have already done that.

Gee, another person who missed the point of the post.

Okay, I'm going to take a moment to defend myself. You took my "cut him off" as that I actually interrupted him mid-sentence. Geez, I may be abrupt when I'm in a hurry to get something done... but I'm not that rude. What I meant by "cut him off" was to tell him what I did before he got the chance to tell me so that I wouldn't have to go through the whole process again. He would start to tell me that I needed to restart my computer, then hold down the command, option P R keys... of which I would promptly say that I did that. Twice. And I also did yada yada... Call me arrogant but I wasn't rude. And besides, it was a guy on tech support for crying-out-loud! What's wrong with cutting to the chase? Maybe HE was glad to have someone who knew what was going on, instead of dealing just another newbie that's calling to find out how to delete files. I my situation, I had a strong idea of what was wrong with my computer... I just needed to confirm what my options where.

Anyway, I was kinda sorta hoping that I wouldn't need to make a trip to the Apple store (it's at the friggin mall!). I really wanted them to issue an RMA and have it picked up by UPS, but I learned that was not an option unless I was willing to pay extra.

Some of you are just too sensitive.

 

[THX1139]

MAKE SURE THE BACK POWER CABLE IS PLUGGED INTO THE X1900!
Without power going to the card through the back cable, the card will not show video and the fans will run at full speed!

Good advice if you're installing the card. But how would the power cable become unplugged during sleep cycle while sitting under the desk? Oh, maybe the vibration from the harmonic resonance caused the cable to become loose? I'll go check...

Nope. Just as I suspected.

No soup for you... NEXT!

 

[THX1139]

Even if you know more then the Tech support doesn't give you the right to cut him off and just give you a new machine.

Well, why not? Is that your rule? If we get to make up rules, then here's mine. I make the rule that we should get new machines if we are not happy with the old ones if they are under warranty. So there.. nya nya..

Actually, I really don't want a new machine... just one that works without have to go through a bunch of hassle. Is that being too unreasonable?

 

[Neonguy]

Well, why not? Is that your rule? If we get to make up rules, then here's mine. I make the rule that we should get new machines if we are not happy with the old ones if they are under warranty. So there.. nya nya..

Actually, I really don't want a new machine... just one that works without have to go through a bunch of hassle. Is that being too unreasonable?

Okay, guess I misunderstood you. I thought you cut him off in the middle of the sentence. And no, it's not my rule or anyone. It's just call good manner and practice and professional ways of handling things, so if you are nice to them they will be nice to you. However, I know what you met. I have a few visit with the Apple Genius who open my Mac Pro and say "Hmm...this is a Mac Pro huh?" I can get a replacement faster and act more superior then them, but they wouldn't welcome me next time and mark for being a jerk. I would get a new replacement now, but what about next time?

So did you bring it to the Apple Store? I hate carrying that giant Mac pro around. Maybe you can tell them it's the graphic card and they can switch out and try the default NVidia 7300GT. Hope it's not something else, because you are going to be 3 or more weeks without a Computer. Very possible the ATI is failing, a lot of user on here have their ATI failing.

 

[DeepIn2U]

As for some of you who where bothered about my attitude about Indian people, that I didn't have the right label him. Well, I didn't once insult his race/nationality, I was more making fun of the fact that I was routed to a call center outside of the US and being pitched Applecare by someone I couldn't understand. It has nothing to do with my attitude about any nationality... it was more about poking fun at having to dealing with a stero-typical call center out of my home country. If you can't see the irony or want to read into that I'm some kind of bad person, then you have no sense of irony, or you have never been put on hold while trying to get technical support.

I'm almost sorry I shared my experience.

Dude we understand that you're pissed! I would be too and I'm worried that karma may have the same thing happen to me when I purchase my Mac Pro/MBP next month. However you're STILL making the assumptions you did before. How do you "know" you got a call center in India? Sure its most likely OUT of you're country, but it could be here in Canada. We're VERY multicultural based representative of a wide variety of citizens. It seems the representative DID speak english because after repeating himself several times you did understand him, its just his accent being very strong. It makes no difference if he's Indian (I dont see the point of stating that) the point is you're fustrated because you now are faced with the problem of understanding someone so that you're SURE that THEY understand you.

Mostly you should be concerned that with all these calls if the 90days mark passes that its not just a closed situation ... and that these calls will warrant you to hold Apple to a resolution as you began tech support calls & TS before the ending 90th day.

Dude I pray you have a car to drive your MP to the Apple Store & back because on Transit its a pain. So how goes the prognosis?!

 

[slughead]

Good advice if you're installing the card. But how would the power cable become unplugged during sleep cycle while sitting under the desk? Oh, maybe the vibration from the harmonic resonance caused the cable to become loose? I'll go check...

Nope. Just as I suspected.

No soup for you... NEXT!

I'm saying it could be a power issue with the card. No need to get snippy.

Now that you've verified that it probably isn't, you should know that the X1900's Apple has been using are prone to failure--lots of people have been complaining about the card being defective.

Good luck, guy!

 

[dusanv]

Not sure if the card is an early version or not because I got my machine a little over a couple months ago. Did they do a recent revision? Maybe I'll get a new one?

There have been a few reports here card failures that shipped in September. I could be wrong. I got mine two weeks ago (crossed fingers).