Hi All,
I was wondering if you all could help me on the problems I have having dealing with Apple:
Model: (RETINA, 15-INCH, MID 2014)
Date of Purchase: 25-Dec-14
I have bought the Macbook Pro 2014 from Currys in store. I have tried a fresh install of the OS to rule out any software issues and this is one of the first things I tried before taking it into Apple in the hopes to getting the issues sorted and still no evident changes were made. The machine still over heats as and when it feels like and then the fans start to spin at full speed.
First Visit to Apple Store:
Went into Apple Store on the 20/12/2015 for the following:
Existing Problems
1: MacBook Pro overheats intermittently under non-strenuous usage. For example:
Using the Photos application and viewing my photos
Using Spotify to play my music in the background
The spinning color wheel would appear and the machine would be non responsive for approx. 1 minute
Using Safari to brows the Internet and view YouTube and Vimeo videos.
2: Noticed fragments behind the glass display visible when using and not using the machine.
Results at Genius Bar by Employee:
After speaking to the Genius Apple technician and explaining the to him thoroughly the issues I am experiencing with my MacBook Pro, he straight away acknowledged the issue with the display showing the fragments behind the screen.
To further examine and test for the overheating issues he ran a MRI, which passed.
He mentioned that we will run further diagnostics and testing for the overheating issues and we will replace your display. I received the ‘Work Authorization’ email explaining the display costs under warranty.
( Employee notes on email:
Issue: Cx states that display will go dim on every use and app, also Cx states that fragments are visible under the display glass on the top left area, Cx is also seeing spinning wheel when using the Mac and it also concerned about heat
Steps to Reproduce: Ran MRI - passed
Cosmetic Condition: Take at drop off
Proposed Resolution: Replace display due to fragments, also run asd OS and EFI after, test in user OS to replicate issue.
Cx will drop machine in 7 days
Cx is ok with erase and install as Mac should be backed up when Cx bring it back)
Apple then kept my MacBook Pro to repair. (or at least thats what I had hoped).
Final Result:
Received email confirmation stating machine is repaired and is ready for collection on 22/12/2015. I collected the laptop and was told that the repair was successful. To my misery, I arrive home the very same day and later that evening use the machine. The screen issue has been rectified but the initial main problem of overheating came back to haunt me.
At this point, I am a little annoyed to the fact I feel that my laptop has been taken in by apple and all they have done is changed the screen and practically handed it back to me.
After xmas and the new year I decided to go back and speak to the store manager and politely express my experience with his Genius team. He kindly listened and apologizes for the inconvenience caused and instantly rebooked my Macbook Pro in for further testing on the 10/01/2016. I am not confident in their statement about ‘further testing and diagnostics will be carried out’ as the overheating issues were unchanged.
Second Visit to Apple Store:
Went into Apple Store on the 10/01/2016 for the following:
Existing Problem:
1: MacBook Pro overheats intermittently under non-strenuous usage. For example:
Using the Photos application and viewing my photos
Using Spotify to play my music in the background
The spinning colour wheel would appear and the machine would be non responsive for approx. 1 minute
Using Safari to brows the Internet and view YouTube and Vimeo videos.
Spoke to Genius technician Employee:
He had asked me to use the machine as I would normally to see if the above issue reoccurs. So I did exactly that and the machine clearly showed the issues of overheating as the fans started to spin at full speed and the top plate started to get very hot.
The Genius technician agreed to my overheating problem as he self experienced the issues first hand. He ran a command ‘-uptime’ to see how long the machine was running and it showed 47 minutes. He did explain this is unusual and that the fans need to be replaced. He than sent me a ‘work authorization email’ instantly, displaying the cost of the left and right fan, which was under warranty.
Employee notes on email:
( Issue: customer states that's when he is running his Mac using it normally it starts to over heats and then the fan kick running at fast speed.
Steps to Reproduce: Ask the customer to use the Mac as he would at home or work, so I can see the issue for my self. Touching the upper case could feel the heat and the fans were running fast due to the heat build up inside the Mac
Cosmetic Condition: scuff marks on the bottom case, rest of the Mac is in well keep condition
Customer has back up and understand that there could be changes of lost data due to repair, therefore we are not hold responsible to any lost data due to repair.
Proposed Resolution:
- Run cooling drags and triage, try find out why it's over heating.
- Estimated Turn Around Time: We'll call you in 3 - 5 days)
Final Result:
Received email confirmation stating machine is repaired and is ready for collection on 12/1/2016.
Received a call from (Genius Technician) and she stated that she has carried out a number of tests which put the system under stress and found no abnormal operational activity. I am a little confused as to why I was told in confirmation that my fans will be changed and then did not end up being replaced.
In my frustration I took the MacBook back and ever since, I have been experiencing the same overheating issues.
My questions to you all are:
1: How can I get this issue resolved?
2: Am I allowed to request all testing diagnostics notes and any correspondence regarding my machine for my personal records?
3: Am I in my legal rights to ask for a replacement or a full refund from Currys?
Reason why I ask is because I would like to avoid waiting and wasting time for further testing only be then told they could not find any faults with it.
Any and all help is very much appreciated.
Kind Regards
J
I was wondering if you all could help me on the problems I have having dealing with Apple:
Model: (RETINA, 15-INCH, MID 2014)
Date of Purchase: 25-Dec-14
I have bought the Macbook Pro 2014 from Currys in store. I have tried a fresh install of the OS to rule out any software issues and this is one of the first things I tried before taking it into Apple in the hopes to getting the issues sorted and still no evident changes were made. The machine still over heats as and when it feels like and then the fans start to spin at full speed.
First Visit to Apple Store:
Went into Apple Store on the 20/12/2015 for the following:
Existing Problems
1: MacBook Pro overheats intermittently under non-strenuous usage. For example:
Using the Photos application and viewing my photos
Using Spotify to play my music in the background
The spinning color wheel would appear and the machine would be non responsive for approx. 1 minute
Using Safari to brows the Internet and view YouTube and Vimeo videos.
2: Noticed fragments behind the glass display visible when using and not using the machine.
Results at Genius Bar by Employee:
After speaking to the Genius Apple technician and explaining the to him thoroughly the issues I am experiencing with my MacBook Pro, he straight away acknowledged the issue with the display showing the fragments behind the screen.
To further examine and test for the overheating issues he ran a MRI, which passed.
He mentioned that we will run further diagnostics and testing for the overheating issues and we will replace your display. I received the ‘Work Authorization’ email explaining the display costs under warranty.
( Employee notes on email:
Issue: Cx states that display will go dim on every use and app, also Cx states that fragments are visible under the display glass on the top left area, Cx is also seeing spinning wheel when using the Mac and it also concerned about heat
Steps to Reproduce: Ran MRI - passed
Cosmetic Condition: Take at drop off
Proposed Resolution: Replace display due to fragments, also run asd OS and EFI after, test in user OS to replicate issue.
Cx will drop machine in 7 days
Cx is ok with erase and install as Mac should be backed up when Cx bring it back)
Apple then kept my MacBook Pro to repair. (or at least thats what I had hoped).
Final Result:
Received email confirmation stating machine is repaired and is ready for collection on 22/12/2015. I collected the laptop and was told that the repair was successful. To my misery, I arrive home the very same day and later that evening use the machine. The screen issue has been rectified but the initial main problem of overheating came back to haunt me.
At this point, I am a little annoyed to the fact I feel that my laptop has been taken in by apple and all they have done is changed the screen and practically handed it back to me.
After xmas and the new year I decided to go back and speak to the store manager and politely express my experience with his Genius team. He kindly listened and apologizes for the inconvenience caused and instantly rebooked my Macbook Pro in for further testing on the 10/01/2016. I am not confident in their statement about ‘further testing and diagnostics will be carried out’ as the overheating issues were unchanged.
Second Visit to Apple Store:
Went into Apple Store on the 10/01/2016 for the following:
Existing Problem:
1: MacBook Pro overheats intermittently under non-strenuous usage. For example:
Using the Photos application and viewing my photos
Using Spotify to play my music in the background
The spinning colour wheel would appear and the machine would be non responsive for approx. 1 minute
Using Safari to brows the Internet and view YouTube and Vimeo videos.
Spoke to Genius technician Employee:
He had asked me to use the machine as I would normally to see if the above issue reoccurs. So I did exactly that and the machine clearly showed the issues of overheating as the fans started to spin at full speed and the top plate started to get very hot.
The Genius technician agreed to my overheating problem as he self experienced the issues first hand. He ran a command ‘-uptime’ to see how long the machine was running and it showed 47 minutes. He did explain this is unusual and that the fans need to be replaced. He than sent me a ‘work authorization email’ instantly, displaying the cost of the left and right fan, which was under warranty.
Employee notes on email:
( Issue: customer states that's when he is running his Mac using it normally it starts to over heats and then the fan kick running at fast speed.
Steps to Reproduce: Ask the customer to use the Mac as he would at home or work, so I can see the issue for my self. Touching the upper case could feel the heat and the fans were running fast due to the heat build up inside the Mac
Cosmetic Condition: scuff marks on the bottom case, rest of the Mac is in well keep condition
Customer has back up and understand that there could be changes of lost data due to repair, therefore we are not hold responsible to any lost data due to repair.
Proposed Resolution:
- Run cooling drags and triage, try find out why it's over heating.
- Estimated Turn Around Time: We'll call you in 3 - 5 days)
Final Result:
Received email confirmation stating machine is repaired and is ready for collection on 12/1/2016.
Received a call from (Genius Technician) and she stated that she has carried out a number of tests which put the system under stress and found no abnormal operational activity. I am a little confused as to why I was told in confirmation that my fans will be changed and then did not end up being replaced.
In my frustration I took the MacBook back and ever since, I have been experiencing the same overheating issues.
My questions to you all are:
1: How can I get this issue resolved?
2: Am I allowed to request all testing diagnostics notes and any correspondence regarding my machine for my personal records?
3: Am I in my legal rights to ask for a replacement or a full refund from Currys?
Reason why I ask is because I would like to avoid waiting and wasting time for further testing only be then told they could not find any faults with it.
Any and all help is very much appreciated.
Kind Regards
J