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Ask HN: My MacBook Pro died 2x this week – Apple refuses service

I have a 2 month old MacBook Pro (macOS 10.12.5). Drive with FileVault encrypted. Single partition harddrive, no linux/windows/etc. Audio stopped working. USB devices stopped being recognized. Rebooted. Dead. When it comes to the Apple logo it instantly reboots, infinite cycle. At the Apple Store this week. Told me they would change the logicboard but ended up just wiping the drive - „problem solved“. Reinstated my TimeMachine Backup. Good for 5 days. Just happened again. Apple tells me the problem is „with my files“ not the hardware. With the drive being encrypted during boot is it even possible that the computer accesses anything I may have ever put on it? Output when booting into safe-mode http://imgur.com/a/SnCCM My last MBP ran for 5 years 24/7. This one ist just a PITA.

Frenchgeek 9y ago
If you personal files are enough to bork a system, then either Macs are now unreliable pieces of crap or they simply chose to blame you in the hope you will believe it long enough for the warranty to expire ( or for a new model to come out ). System overheating a bit and leading to intermittent connection in some components on the board maybe? heating/cooling cycles can play hell on badly done solder connections. ( or dodgy caps : I had a board unreliably work for a year after some capacitors started boiling away, then a triac blew up )
- i_hate_my_mbp 9y ago
  „...chose to blame you in the hope you will believe it long enough for the warranty to expire...“ Customer for over 25 years...considering my CLV (customer lifetime value)...this just makes me sad :-/
natch 9y ago
Which OS do you have on it? I guess macOS, since you say it is FileVault encrypted, but if not, you should give us the full information about what you've done to it. Just keep taking it back to them and they will fix it right eventually.
- i_hate_my_mbp 9y ago
  Most recent MacOS, I think it is 10.12.5. Problem is they wipe the drive and then claim „well it works“. On the last call (50 minutes....) they even threatened that I have to pay if it turns out it is „my files“ that cause the problem. When you boot into safe-mode, this instantly pops up (funny that is says MBP model 13.3 when I have the 15 inch version): http://imgur.com/a/SnCCM http://imgur.com/a/SnCCM
  - natch 9y ago
    Just take it in again. MacBookPro13,3 is just a device identifier string, meant to identify the model, not the screen size in inches. So that is probably not wrong. (updated to remove some guesses). Here's where you can look up your model using that string: http://www.everymac.com/ultimate-mac-lookup/?search_keywords=MacBookPro13%2C3 http://www.everymac.com/ultimate-mac-lookup/?search_keywords... You could make a genius bar appointment and paste that imgur link into the notes field of the appointment, and then show it to them again when you get there (since they probably won't have looked at it). Basically just reproduce the problem in front of their eyes. If it's doing this in safe mode, it should have nothing to do with your files.
KiDD 9y ago
They will fix it, you just need to do all the troubleshooting. Set it up without restoring your backup to show that it isn't your files or software. Service Warranty. For all service orders, Apple warrants that (1) services performed will conform to their description for ninety (90) days from the date of service, (2) except for batteries described in the subsection below, all parts or products used in service will be free from defects in materials and workmanship for ninety (90) days from the date of service, and (3) batteries installed as part of Apple’s battery replacement service for Apple portable Mac computers will be free from defects in materials and workmanship for one year from the date of service. This warranty is an express limited warranty. If non-conforming service is provided or a defect arises in a replacement part or product during the applicable warranty period, Apple will at its option, either (a) re-perform services to conform to their description (b) repair or replace the part or product, using parts or products that are new or equivalent to new in performance and reliability, or (c) refund the sums paid to Apple for service.

Frenchgeek 9y ago

If you personal files are enough to bork a system, then either Macs are now unreliable pieces of crap or they simply chose to blame you in the hope you will believe it long enough for the warranty to expire ( or for a new model to come out ). System overheating a bit and leading to intermittent connection in some components on the board maybe? heating/cooling cycles can play hell on badly done solder connections. ( or dodgy caps : I had a board unreliably work for a year after some capacitors started boiling away, then a triac blew up )

i_hate_my_mbp 9y ago
„...chose to blame you in the hope you will believe it long enough for the warranty to expire...“ Customer for over 25 years...considering my CLV (customer lifetime value)...this just makes me sad :-/

natch 9y ago

Which OS do you have on it? I guess macOS, since you say it is FileVault encrypted, but if not, you should give us the full information about what you've done to it. Just keep taking it back to them and they will fix it right eventually.

i_hate_my_mbp 9y ago
Most recent MacOS, I think it is 10.12.5. Problem is they wipe the drive and then claim „well it works“. On the last call (50 minutes....) they even threatened that I have to pay if it turns out it is „my files“ that cause the problem. When you boot into safe-mode, this instantly pops up (funny that is says MBP model 13.3 when I have the 15 inch version): http://imgur.com/a/SnCCM http://imgur.com/a/SnCCM
- natch 9y ago
  Just take it in again. MacBookPro13,3 is just a device identifier string, meant to identify the model, not the screen size in inches. So that is probably not wrong. (updated to remove some guesses). Here's where you can look up your model using that string: http://www.everymac.com/ultimate-mac-lookup/?search_keywords=MacBookPro13%2C3 http://www.everymac.com/ultimate-mac-lookup/?search_keywords... You could make a genius bar appointment and paste that imgur link into the notes field of the appointment, and then show it to them again when you get there (since they probably won't have looked at it). Basically just reproduce the problem in front of their eyes. If it's doing this in safe mode, it should have nothing to do with your files.

KiDD 9y ago

They will fix it, you just need to do all the troubleshooting. Set it up without restoring your backup to show that it isn't your files or software. Service Warranty. For all service orders, Apple warrants that (1) services performed will conform to their description for ninety (90) days from the date of service, (2) except for batteries described in the subsection below, all parts or products used in service will be free from defects in materials and workmanship for ninety (90) days from the date of service, and (3) batteries installed as part of Apple’s battery replacement service for Apple portable Mac computers will be free from defects in materials and workmanship for one year from the date of service. This warranty is an express limited warranty. If non-conforming service is provided or a defect arises in a replacement part or product during the applicable warranty period, Apple will at its option, either (a) re-perform services to conform to their description (b) repair or replace the part or product, using parts or products that are new or equivalent to new in performance and reliability, or (c) refund the sums paid to Apple for service.