1 2 Previous Next 21 Replies Latest reply: Mar 6, 2013 9:30 AM by Linc Davis
kitbum Level 1 Level 1 (0 points)

So here's the story.

 

I bought the 2012 MacBook Pro when it came out last June. Here's an overview of my experience:

 

Bought laptop (June)

Froze, restarted itself three times in first four days

Camera not connected

Not connecting to wifi...

Long boot time

iPhoto freezing

Preview won't close

Frozen when lid opens (greyed out)

When anything plugged in cursor freezes

Restart to make faster every few days

No cursor in Launchpad

 

Apple Authorised repair (September)

Nothing wrong with hardware

 

Problems remain

 

Apple Phone Support (October)

Software fixes with keys held down on restart

 

Problems remain

 

Apple Store (November)

Reinstall OS X

 

Problems remain

 

Apple Phone Support (November)

Take in for repair

 

Replacement Hard Drive (December)

Still slower than 4 year old Dell laptop

Grey screen on wake up, loading bar

Restart every day to prevent slow running

Three applications open – slower than my computer 15 years ago

Rainbow wheel when copying, pasting, performing routine tasks

 

Apple Phone Support (February)

Uninstalled everything, reinstalled only user data. Installing each program one at a time.

Once Microsoft Office was reinstalled I began using the laptop as my main machine - and problems occur

Typing takes ~5 seconds to show up in Safari

Laggy programmes after opening lid - Mail, Calendar, Safari

Launchpad laggy, has no cursor

Rainbow wheel when copying, pasting, performin routine tasks

 

Apple Phone Support say that MS Office is the problem - bearing in mind this is my third clean install. I don't agree. They basically told me that I could either not use Office on this machine or put up with it, which I am not happy with. I use Office a lot, so some point soon I will uninstall it and see if Office really is the problem. I don't have any weird apps or anything installed, so I don't understand why Office should be causing the machine to play up so much.

 

Is there anything I can do here? I would be happy with a replacement or a refund, but doubt this will occur. Considering the amount that I spent on the laptop and the amount of time that I have spent trying to make it work acceptably, I just can't be bothered with it anymore.


MacBook Pro (13-inch, Mid 2012), OS X Mountain Lion (10.8.2)
  • 1. Re: Very Unhappy MBP User
    Shootist007 Level 6 Level 6 (16,640 points)

    Welcome to the World of Mac and OS X. You are not alone and Apple will do nothing to correct it. As long as the system turns on and the OS loads Apple doesn't care about usability. Everything is working as it should as far as they are concerned.

     

    And Office isn't the problem, as you already know.

     

    Good Luck and Best Wishes

     

    P.S.

     

    Continue to use the Dell until you can afford to buy a new Windows PC notebook. You know one that "Just Works".

  • 2. Re: Very Unhappy MBP User
    ~Bee Level 7 Level 7 (30,770 points)

    Hi kitbum --

     

    That sounds terrible!

     

    For starters:

    Have you opened up your Font Book application to check for font duplicates?

    I would imagine there are many from the Office install.  I had them as well, and it does slow everything down.

  • 3. Re: Very Unhappy MBP User
    kitbum Level 1 Level 1 (0 points)

    There don't appear to be any duplicates. I was hoping there were! It was installed after erasing the hard drive and reinstalling OS X, so it doesn't surprise me that there aren't any. Thanks for your reply!

  • 4. Re: Very Unhappy MBP User
    ~Bee Level 7 Level 7 (30,770 points)

    Well, darn! 

     

    What version of Office are you using?

     

    Is there any piece of equipment that is physically connected to your Mac when it's at home?

  • 5. Re: Very Unhappy MBP User
    dwb Level 7 Level 7 (20,200 points)

    First, keep in mind that Shootist007 has an ax to grind with Apple and he tends to be quite negative when stories such as yours appear. Second, my experience with Apple Stores has been mixxed - I know of some great ones and some terrible ones. I could say the same of just about any store though. But the Apple stores are a victim of their own success - the Genius Bar is so packed and busy that sometimes the object becomes to get the problem off the table - fixed or not. With that in mind it is helpful to look for slow times of the day and slow days - if your local store has them. My local stores are less busy Tuesday - Thursday in the early morning and mid afternoon. Once schools and college classes let out, forget about it. And weekends are zoos. Another possible solution is a local independent Apple service provider thus avoiding the crowds.

     

    Finally, you have built up quite a record - that's good. I'd strongly suggest that you make one last effort with an Apple store or independent reseller and then if the problem isn't fixed contact Apple Customer Service. Not tech support. Customer Service is where you'll lay your story out quietly and calmly stressing that you've followed the rules, you've done what a good customer does, and you have a computer you cannot use. I've given this basic advice to quite a few people and all but one got a satisfactory resolution. The one that didn't, knowing the individual, probably didn't keep his temper and blew it.

     

    Good luck.

  • 6. Re: Very Unhappy MBP User
    Shootist007 Level 6 Level 6 (16,640 points)

    No Axe to grid, My Macbook Pro is working quite well compared to others. But that does not diminish the overall problems Apple has with some of the units they ship out and or the general quality of their products that they charge a premium price for that has the exact same hardware as all other computers made today.

  • 7. Re: Very Unhappy MBP User
    kitbum Level 1 Level 1 (0 points)

    Thank you - the only issue is the nearest Apple Store is in the next city, so is yet another waste of time and money to visit unless I'm sure of a resolution. I might follow your advice though and try once more. There are authorised resellers in my city - is it worth going to one of them before going to the Apple Store?

  • 8. Re: Very Unhappy MBP User
    kitbum Level 1 Level 1 (0 points)

    No, nothing is connected and it's Office for Mac 2011, Version 14.2.0

  • 9. Re: Very Unhappy MBP User
    sig Level 8 Level 8 (35,770 points)

    "No Axe to grid?

     

    I think dwb speaks from experience.

  • 10. Re: Very Unhappy MBP User
    dwb Level 7 Level 7 (20,200 points)

    In a town where an independent reseller is competing with an Apple store the independent reseller tends to survive on service. There's no way to compete on price or produce availability. Apple doesn't play fair and gives its stores every advantage. So yes, I think it is worth going to an independent reseller. Some stores offer genius bar like service and others expect you to simply drop the computer off and pick it up later so call first.

  • 11. Re: Very Unhappy MBP User
    Linc Davis Level 10 Level 10 (117,700 points)

    First, back up all data immediately, as your boot drive might be failing.

     

    There are a few other possible causes of generalized slow performance that you can rule out easily.

     

    • If you have many image or video files on the Desktop with preview icons, move them to another folder.
    • If applicable, uncheck all boxes in the iCloud preference pane.
    • Disconnect all non-essential wired peripherals and remove aftermarket expansion cards, if any.

     

    Otherwise, take the steps below when you notice the slowdown.

     

    Step 1

     

    Launch the Activity Monitor application in any of the following ways:

     

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

     

    ☞ In the Finder, select Go Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

     

    ☞ Open LaunchPad. Click Utilities, then Activity Monitor in the icon grid.

     

    Select the CPU tab of the Activity Monitor window.

     

    Select All Processes from the menu in the toolbar, if not already selected.

     

    Click the heading of the % CPU column in the process table to sort the entries by CPU usage. You may have to click it twice to get the highest value at the top. What is it, and what is the process? Also post the values for % User, % System, and % Idle at the bottom of the window.

     

    Select the System Memory tab. What values are shown in the bottom part of the window for Page outs and Swap used?

     

    Next, select the Disk Activity tab. Post the approximate values shown for Reads in/sec and Writes out/sec (not Reads in and Writes out.)

     

    Step 2

     

    If you have more than one user account, you must be logged in as an administrator to carry out this step.

     

    Launch the Console application in the same way you launched Activity Monitor. Make sure the title of the Console window is All Messages. If it isn't, select All Messages from the SYSTEM LOG QUERIES menu on the left. If you don't see that menu, select

    View Show Log List

    from the menu bar.

     

    Select the 50 or so most recent entries in the log. Copy them to the Clipboard (command-C). Paste into a reply to this message (command-V). You're looking for entries at the end of the log, not at the beginning.

     

    When posting a log extract, be selective. Don't post more than is requested.

    Please do not indiscriminately dump thousands of lines from the log into this discussion.

    Important: Some personal information, such as your name, may appear in the log. Anonymize before posting. That should be easy to do if your extract is not too long.

  • 12. Re: Very Unhappy MBP User
    ds store Level 7 Level 7 (30,305 points)

    Since the drive was replaced and OS X freshly installed, I would suspect a faulty cable or the Mac itself at this junction.

     

    It's not OfficeMac or else these forums would be crawling with complaints.

     

    Take the machine back to Apple

  • 13. Re: Very Unhappy MBP User
    kitbum Level 1 Level 1 (0 points)

    Hi -

     

    21.5% CPU Safari Web Content

    % User: 7%

    % System: 3%
    % Idle: 89%

     

    Page outs 1.29Gb

    Swap used 3.84Gb

     

    Reads in/out per second showing between 0-2, the system has calmed down a bit hence how I'm actually able to type...

     

    24/02/2013 11:17:09.000 kernel[0]: memorystatus_thread: idle exiting pid 7168 [xpcd]

    24/02/2013 11:17:10.612 com.apple.launchd[1]: (com.apple.xpcd.F6010000-0000-0000-0000-000000000000[7168]) Exited: Killed: 9

    24/02/2013 11:17:13.000 com.apple.launchd[1]: (com.apple.iCloudHelper[7167]) Exited: Killed: 9

    24/02/2013 11:17:13.000 kernel[0]: memorystatus_thread: idle exiting pid 7167 [com.apple.iCloud]

    24/02/2013 11:17:14.000 kernel[0]: memorystatus_thread: idle exiting pid 7172 [SleepServicesD]

    24/02/2013 11:17:14.064 com.apple.launchd[1]: (com.apple.sleepservicesd[7172]) Exited: Killed: 9

    24/02/2013 11:17:14.627 mDNSResponder[39]: Unknown DNS packet type 6F74 from 192.168.0.3    :57621 to 192.168.0.255  :57621 length 44 on 0000000000000005 (ignored)

    24/02/2013 11:17:34.275 com.apple.launchd[1]: (com.apple.sleepservicesd[7173]) Exited: Killed: 9

    24/02/2013 11:17:34.000 kernel[0]: memorystatus_thread: idle exiting pid 7173 [SleepServicesD]

    24/02/2013 11:17:35.846 com.apple.launchd[1]: (com.apple.cfprefsd.xpc.daemon[6626]) Exited: Killed: 9

    24/02/2013 11:17:36.000 kernel[0]: memorystatus_thread: idle exiting pid 6626 [cfprefsd]

    24/02/2013 11:17:46.050 com.apple.launchd[1]: (com.apple.sleepservicesd[7175]) Exited: Killed: 9

    24/02/2013 11:17:46.000 kernel[0]: memorystatus_thread: idle exiting pid 7175 [SleepServicesD]

    24/02/2013 11:17:52.985 com.apple.launchd.peruser.502[112]: ([0x0-0x574574].com.apple.inputmethod.ironwood[7169]) Exited: Killed: 9

    24/02/2013 11:17:53.000 kernel[0]: memorystatus_thread: idle exiting pid 7169 [DictationIM]

    24/02/2013 11:17:57.129 com.apple.launchd[1]: (com.apple.sleepservicesd[7178]) Exited: Killed: 9

    24/02/2013 11:17:57.000 kernel[0]: memorystatus_thread: idle exiting pid 7178 [SleepServicesD]

    24/02/2013 11:18:08.279 com.apple.launchd[1]: (com.apple.sleepservicesd[7179]) Exited: Killed: 9

    24/02/2013 11:18:08.000 kernel[0]: memorystatus_thread: idle exiting pid 7179 [SleepServicesD]

    24/02/2013 11:18:14.016 mDNSResponder[39]: Unknown DNS packet type 6F74 from 192.168.0.3    :57621 to 192.168.0.255  :57621 length 44 on 0000000000000005 (ignored)

    24/02/2013 11:18:19.344 com.apple.launchd[1]: (com.apple.sleepservicesd[7182]) Exited: Killed: 9

    24/02/2013 11:18:19.000 kernel[0]: memorystatus_thread: idle exiting pid 7182 [SleepServicesD]

    24/02/2013 11:18:19.610 configd[18]: SCNC: stop, triggered by SystemUIServer, type L2TP, reason User Requested

    24/02/2013 11:18:20.004 pppd[7059]: [DISCONNECT]

    24/02/2013 11:18:20.635 com.apple.launchd.peruser.502[112]: (com.apple.tccd[7181]) Exited: Killed: 9

    24/02/2013 11:18:20.000 kernel[0]: memorystatus_thread: idle exiting pid 7181 [tccd]

     

    Then a lot of these guys:

     

    24/02/2013 11:20:00.282 Safari[1333]: CGContextClipToRect: invalid context 0x0

    24/02/2013 11:23:03.556 mdworker[7250]: Unable to talk to lsboxd

     

    Hope that's not too much of a dump, I tried to be selective.

    P.s. All data is backed up. It's a new HDD, so I don't think it's the disk. There are no peripherals, no icons on the desktop at all, no aftermarket anything and nothing on iCloud.

  • 14. Re: Very Unhappy MBP User
    Linc Davis Level 10 Level 10 (117,700 points)

    At least part of your problem is excessive swapping of data between physical memory and virtual memory.

       
    Please read this whole message before doing anything.
      
    This procedure is a diagnostic test. It won’t solve your problem. Don’t be disappointed when you find that nothing has changed after you complete it.
       
    Third-party system modifications are a common cause of usability problems. By a “system modification,” I mean software that affects the operation of other software — potentially for the worse. The following procedure will help identify which such modifications you've installed. Don’t be alarmed by the complexity of these instructions — they’re easy to carry out and won’t change anything on your Mac.

     

    These steps are to be taken while booted in “normal” mode, not in safe mode. If you’re now running in safe mode, reboot as usual before continuing.

     

    Below are instructions to enter some UNIX shell commands. The commands are harmless, but they must be entered exactly as given in order to work. If you have doubts about the safety of the procedure suggested here, search this site for other discussions in which it’s been followed without any report of ill effects.

     

    Some of the commands will line-wrap or scroll in your browser, but each one is really just a single line, all of which must be selected. You can accomplish this easily by triple-clicking anywhere in the line. The whole line will highlight, and you can then either copy or drag it. The headings “Step 1” and so on are not part of the commands.

     

    Note: If you have more than one user account, Step 2 must be taken as an administrator. Ordinarily that would be the user created automatically when you booted the system for the first time. The other steps should be taken as the user who has the problem, if different. Most personal Macs have only one user, and in that case this paragraph doesn’t apply.

     

    Launch the Terminal application in any of the following ways:

     

    ☞ Enter the first few letters of its name into a Spotlight search. Select it in the results (it should be at the top.)

     

    ☞ In the Finder, select Go ▹ Utilities from the menu bar, or press the key combination shift-command-U. The application is in the folder that opens.

     

    ☞ Open LaunchPad. Click Utilities, then Terminal in the icon grid.

     

    When you launch Terminal, a text window will open with a line already in it, ending either in a dollar sign (“$”) or a percent sign (“%”). If you get the percent sign, enter “sh” and press return. You should then get a new line ending in a dollar sign.

     

    Step 1

     

    Triple-click the line of text below to select it:
    kextstat -kl | awk '!/com\.apple/{printf "%s %s\n", $6, $7}'
     
    Copy (command-C) the selected text to the Clipboard. Then click anywhere in the Terminal window and paste (command-V). Post the lines of output (if any) that appear below what you just entered. You can do that by copy-and-paste as well. Omit the final line ending in “$”. No typing is involved in this step.
        
    Step 2

     

    Repeat with this line:
    sudo launchctl list | sed 1d | awk '!/0x|com\.(apple|openssh|vix)|edu\.mit|org\.(amavis|apache|cups|isc|ntp|postfix|x)/{print $3}'
     
    This time you'll be prompted for your login password, which you do have to type. It won't be displayed when you type it. Type it carefully and then press return. You may get a one-time warning not to screw up. You don't need to post the warning. If you see a message that your username "is not in the sudoers file," then you're not logged in as an administrator.

     

    Note: If you don’t have a login password, you’ll need to set one before taking this step. If that’s not possible, skip to the next step.

     

    Step 3
    launchctl list | sed 1d | awk '!/0x|com\.apple|edu\.mit|org\.(x|openbsd)/{print $3}'
     
    Step 4
    ls -1A /e*/mach* {,/}L*/{Ad,Compon,Ex,Fram,In,Keyb,La,Mail/Bu,P*P,Priv,Qu,Scripti,Servi,Spo,Sta}* L*/Fonts 2> /dev/null
      
    Important: If you formerly synchronized with a MobileMe account, your me.com email address may appear in the output of the above command. If so, anonymize it before posting.

     

    Step 5
    osascript -e 'tell application "System Events" to get name of every login item' 2> /dev/null
     
    Remember, steps 1-5 are all copy-and-paste — no typing, except your password. Also remember to post the output.

     

    You can then quit Terminal.
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