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THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
To everyone who posted, thanks for your support! I'm leaving in 15 minutes for my appointment at the Apple genius bar. I have to arrive early to drop off my machine at the loading dock behind the mall. Apple is going to send someone down with a hand truck so I don't have to lug it though the mall. Since I don't know how it's going to be handled once it's out of my hands, I went ahead and packed everything back into the original boxes. Now I have to figure out how to stuff the MacPro and ACD boxes into my car. Maybe tie them to the roof of my car? JK

I'm crossing my fingers that they will swap the card out and I can take the machine back home with me. I hate the idea of it being sent away for a few weeks, especially if it turns out to be a simple fix. I have some down time after next week and was hoping to work on a side video project over the holidays!

I'll post to let you know what happened. And yes, I'll try to be nice to the Apple genius guy! :D
 

Neonguy

macrumors 6502
Sep 10, 2006
275
0
Wow that's nice of them to send someone with a hand truck. Last time I went there, I have to carry that heavy thing around and everyone is staring at me strangely like they never seen a Computer that big.
 

THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
I'm saying it could be a power issue with the card. No need to get snippy.

Uh, sorry... guess you're not a fan of Seinfeld. Thanks for the suggestion anyway. And no, it wasn't a power issue. It was a no video signal issue.
 

THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
FYI for those who care. I had a fun time at Apple. Got a pretty no-nonsense genius that diagnosed the problem right away. It was a (drum roll please)... defective video card! Wow, who knew??!!

The good news is that they will be able to fix the computer in the store as opposed to shipping it out. They just need to order the card. He checked and said they appeared to be in stock, so it should only be a few days to a week. He said he had to replace the X1900 on another MacPro awhile ago and it took 3 weeks to get the replacement card! I should feel lucky that more are available now. So anyway, they kept the computer and sent me on my way, dragging the empty MacPro box through the mall. I get in my car after fighting my way through all of the mall Christmas shoppers and head for home. I'm about halfway home when the "check engine" warning light comes on in my car. This has not been a good week.
 

twoodcc

macrumors P6
Feb 3, 2005
15,307
26
Right side of wrong
FYI for those who care. I had a fun time at Apple. Got a pretty no-nonsense genius that diagnosed the problem right away. It was a (drum roll please)... defective video card! Wow, who knew??!!

The good news is that they will be able to fix the computer in the store as opposed to shipping it out. They just need to order the card. He checked and said they appeared to be in stock, so it should only be a few days to a week. He said he had to replace the X1900 on another MacPro awhile ago and it took 3 weeks to get the replacement card! I should feel lucky that more are available now. So anyway, they kept the computer and sent me on my way, dragging the empty MacPro box through the mall. I get in my car after fighting my way through all of the mall Christmas shoppers and head for home. I'm about halfway home when the "check engine" warning light comes on in my car. This has not been a good week.

well i hope that they get it fixed in a timely manner for you. good luck with the car....
 

Fredou51

macrumors regular
May 23, 2006
104
0
Kingston, Ontario, Canada
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).

I hope it's not a widespread issue with all the first batch card. My Mac Pro shipped about a week after the first MP with x1900 started shipping. I'll keep my finger crossed for now.

Frederic
 

x86isslow

macrumors 6502a
Aug 10, 2003
889
11
USA
I'm sorry about your computer problems.

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.

The fact that you needed a disclaimer should have clued you in that your little rant about the phone support guy was not kosher.
 

briantology

macrumors 6502
Jun 5, 2006
289
0
Man, that's too bad for your trouble. I guess I'd have to say I'm pretty happy with my selection to get a stock 2.66 MP, cause from what I've heard, the Bluetooth and X1900 have had issues. Good luck though.
 

dusanv

macrumors 6502
Mar 1, 2006
351
0
so it should only be a few days to a week.
All's well that ends well. Sorry about the car...

This is my x1900 from the System Profiler (shipped Nov 28, 2006 if I remember correctly):
Chipset Model: ATY,RadeonX1900
Type: Display
Bus: PCIe
Slot: Slot-1
VRAM (Total): 512 MB
Vendor: ATI (0x1002)
Device ID: 0x7249
Revision ID: 0x0000
ROM Revision: 113-A52027-140
EFI Driver Version: 01.00.140
Displays:

Guys that got theirs theirs September, what do you see here?
 

THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
I'm sorry about your computer problems.
The fact that you needed a disclaimer should have clued you in that your little rant about the phone support guy was not kosher.

:eek: :eek: :eek:

Should we all crawl back into our caves to avoid the risk of offending anyone? I put the disclaimer on there because I just knew some anal person couldn't/wouldn't understand my post. It's like putting a warning sticker on a hairdryer that tells people to not use the hair dyer while taking a bath. Kind of obvious but necessary for some people. :rolleyes:

By the way, thank for you compassion about my computer problem!
 

THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
Man, that's too bad for your trouble. I guess I'd have to say I'm pretty happy with my selection to get a stock 2.66 MP, cause from what I've heard, the Bluetooth and X1900 have had issues. Good luck though.

My bluetooth has been pretty good so far (knocks on wood). I was really tempted to tell them to swap out my x1900 for a stock video card. But I have the need for speed!

As a side note, I had been thinking of adding the Accelero X2 cooling solution. I'm glad I decided to wait or I might not have been able to return the card and voided the warranty. I'm sure Apple would have blamed the cooler for the cards failure. Still, I'll probably put one on later towards the end of warranty.
 

Neonguy

macrumors 6502
Sep 10, 2006
275
0
Wow another ATI X1900 XT Card failure from another Mac user. Luckily mine seam to be running fine, but I did add the Accelero X2 cooler on it. Maybe, that's why it's not failing? This is very bad on Apple part.
 

Fredou51

macrumors regular
May 23, 2006
104
0
Kingston, Ontario, Canada
All's well that ends well. Sorry about the car...

This is my x1900 from the System Profiler (shipped Nov 28, 2006 if I remember correctly):
Chipset Model: ATY,RadeonX1900
Type: Display
Bus: PCIe
Slot: Slot-1
VRAM (Total): 512 MB
Vendor: ATI (0x1002)
Device ID: 0x7249
Revision ID: 0x0000
ROM Revision: 113-A52027-140
EFI Driver Version: 01.00.140
Displays:

Guys that got theirs theirs September, what do you see here?

Mine shipped September 9th and I have the exact same thing in System Profiler!

Frederic
 

MacBass

macrumors 6502
Aug 12, 2005
273
0
La Crosse, WI
I've always been a fan of AppleCare, and rightfully so, I have no idea where the nearest Apple Store is. I can see the hesitation in getting Apple Care for a tower, because components can be replaced, but I encourage Apple Care for laptops and all-in-ones.
 

TraceyS/FL

macrumors 601
Jan 11, 2007
4,174
316
North Central Florida
For the record - i was told that I can at any time ask for a Level 2 Support or Supervisor and they have to honor it.

I think i had the same guy as the OP when calling on my Dad's MacPro last month. Ye gads, that was 30 minutes of sheer torture. I demanded finally a supervisor - he'd put me on hold to get a level 2 and then told me they didn't want me because of call volume. I got to Level 2 in 5 minutes, another 30 minutes on the phone with a guy that knew something and would listen.

I hate having to get "forceful" like I did on that phone call - i've spent wayyyy too much of my life on the phone with Tech Support - and normally get a "you are so pleasant to talk to" or "the best call experience all day". It's not normal for someone to "ruffle my feathers" like that - but man, he did it.

ANYWAY, glad the computer is fixed - hope the car was just as easy!
 

KillMac

macrumors newbie
Apr 8, 2007
2
0
Texas
Here is some stuff right out the service manual and there is more you can
PM me about it

LED 6 GPU Present
Normally on when DIAG_LED button is pressed.
If this LED is on, it indicates there is a graphics card installed and recognized by the computer.
It does not indicate that the graphics card is fully functional. Some graphics cards require
additional power to function, which is available from connectors on the logic board. For these
cards, if the auxiliary booster power cable is not connected between the logic board and the
graphics card, an error message reminding about this additional power connection will be
displayed as Mac OS X starts up.
Troubleshooting:
Check that the graphics card is seated correctly in its PCI slot.
Check that the card’s auxiliary booster power cable is connected properly (if the card
requires one).
Try the graphics card in a different PCI slot.
Try a different graphics card.
Replace the logic board.
If an error message about graphic card booster power connection is displayed, check that
the appropriate booster power cable is firmly connected between the logic board and the
graphics card.
LED 7 Power On
Normally on when DIAG_LED button is pressed.
If this LED is on, it indicates the power supply is functioning.
Troubleshooting:
Check that the power cables to the logic board are properly attached.
Check the cable connections at the power supply.
Check for any signs of an obvious electrical short, e.g. metal screws or PCI card slot cover
loose inside computer touching the logic board.

Video Card Diagnostic LEDs
The Radeon X1900 XT video card also has diagnostic LEDs. These LEDs will also flash briefly when
the computer is started up or shut down and when it goes in and out of sleep mode. This is
normal behavior
T_Fault LED
Normally off, this LED lights up if the graphics chip gets too hot.
Troubleshooting:
Check that the front fan is working.
Try re-seating the card in the PCI Slot.
Make sure the card’s auxiliary booster power cable is connected (if there is one).
Re-boot the computer.
Try a different video card.
Replace the video card.
Ext_Power LED
Normally off, this LED lights up if the auxiliary power isn’t being supplied.
Troubleshooting:
Make sure the card’s auxiliary booster power cable is connected (if there is one).
Check connections from the power supply to the logic board.
Try a different auxiliary power cable.
Try a different video card.
Replace the video card

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.
 

Irish1978

macrumors member
Nov 23, 2006
84
0
Portland, Oregon
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.

What, so the apple support guy can't use common sense. I Don't think that when a customer calls to seek advice about his $4000 dollar Mac Pro not working is the right time for a sales pitch, I would be pissed. And by the way THX1139, we live in America and it is your God givin' right to be an as*hole to whoever you see fit!
 

THX1139

macrumors 68000
Original poster
Mar 4, 2006
1,928
0
I've always been a fan of AppleCare, and rightfully so, I have no idea where the nearest Apple Store is. I can see the hesitation in getting Apple Care for a tower, because components can be replaced, but I encourage Apple Care for laptops and all-in-ones.

Okay, nice general comment... but why reserrect a thread that died 5 months ago? Why not just start a new one about Applecare?

The OP computer issue was fixed a long time ago. Guess some folks have nothing better to do than ready through old messages.
 

BigPrince

macrumors 68020
Dec 27, 2006
2,053
111
Got connected to some dude who had a strong Indian accent. Wonder if he lives in Cupertino?? Sorry, my mind is wandering...

In case this has not been said, Apple has two tech support centers located in the United States. One I believe is in Sacramento and the other I can't recall, I want to guess Dallas.

I have MUCH(dozens) experience calling Apple Tech Support because its my part of my job at work. I generally call in to get our computers serviced. I have NEVER had trouble understanding and always get an "American Accent."

You just got unlucky if anything, if your located in the US.

They have to follow protocol otherwise people would be sending in good machines to be repaired costing everyone money. If they can fix it over the phone, better for everyone.
 

statikcat

macrumors 6502
Mar 20, 2007
263
0
My experience with Apple on the phone has mostly been not impressing. However, the guys at the store are usually quite helpful. I am really glad I have an Apple store down the street. ALL FIVE MACS I HAVE BOUGHT NEEDED REPAIRED within the first few months. So I have been through the hoops. The in-store service is good and Apple has never kept my computer out on repair for more than 4 days (including shipping). Also, from the times I have called Apple support I can certainly say they are not outsourced to an Indian country. My guess is their phone office is in a big city.. which *gasp* has many cultures! =-D.
 

panzer06

macrumors 68040
Sep 23, 2006
3,286
230
Kilrath
Nothing wrong with THX1139's approach

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

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.

I understand fully what you’ve expressed here. I've worked for companies that have hundreds of Mac computers and whenever we called, whether it is covered by Applecare or not, we stop the first level support person, right at the beginning. We interrupt them in the middle of the sentence if necessary and politely explain that we are technical support professionals and ask them to listen to what has already been done to resolve the issue. Afterward we ask the support rep to please complete whatever checklist he/she is working from offline and skip to the part where they send the box for us to return the machine. If it is a user-install part, we have them immediately send a replacement.

Note: A local authorized repair vendor who came out and fixed them onsite handled MacPro and PowerMacs.

Our time is valuable and while our company wouldn't pay to get our techs Apple certified so we didn't need to go through these hoops, we needed to let the tech know we understood basic Mac troubleshooting. Most of the time the tech relented and processed our request. On occasion we needed to request a supervisor and move one, on the rarest occasion we just hung up and called back to get a different person.

I'm sorry but as much as these systems cost, neither my staff nor I had time to waste going over the same checklist of troubleshooting steps for each call. While an individual Mac customer may not have the same cumulative skills as our IT staff, an experienced user can certainly explain the steps they’ve already taken in crisp, concise manner sufficient to move the call to the next level.

Further, it matters not whether the caller has an Indian, Mexican, Chinese, West Virginia mountain or South Georgian accent; all that matters is that the representative is capable of clearly enunciating the requisite information to resolve our Mac related issues. If they cannot, they have no business handling calls for their respective employers.

Being firm in requesting support and holding your vendors to the highest standards is not the same as getting upset or being rude. A person may sound frustrated in a post but could be more than reasonable in rightfully expecting and expressing his/her desire for service and support appropriate to the situation.

As to Applecare, we tended to purchase it for all the laptops (we only purchased Powerbooks) and in most cases any iMacs. About 50% of the PowerMacs had Applecare coverage. We only had one instance where it made a difference (G4 PowerMac wasn’t covered at 28 months). I personally have it on all my systems expect my refurb MB CD; if it dies I’ll just buy another one.

Sometime the OP just wants to know they are not alone. THX1139, you are not alone and by now you may wish you were.

Cheers,
 

ampd

macrumors regular
Jan 10, 2006
114
0
now if I dont have applecare and my comp goes out on me can I still get it repaired by apple (pay them to repair it)?
 
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