Q: MacBook Pro (2010) Freeze

Just adding my sob story to this thread since I'm so ****** at apple & applecare.

I bought a 15" MBP i7 / 500gb 720rpm / 8 gigs RAM a little over 2 months ago. Experienced glitches right from the start while trying to migrate from my older core duo 2 MBP. Eventually got everything migrated using migration assistant.

2 freezes / kernel panics in first week. Took it to the apple store, the 'genius' told me it was probably the migration, and to do a clean OS reinstall migrating without checking 'other files'. Did that, computer kept freezing about once a week.

Called applecare and they told me to do another OS reinstall, migrating only my data files, not my programs, and to reinstall all my programs manually. Did that, freezes still happening once a week.

Called applecare again, they told me to take it to the mac store to have a 3 day hardware diagnostic run on it. Took it in, while I was there, bought another MBP to have while mine was in the shop and return after I got mine back. I kept this replacement for almost the full 30 days allowed for a return, and had all the same programs and data migrated into it as in my original one. The temporary replacement never froze, not once. So I figured, as did some of the 'geniuses' at the store, that this would prove it's not a program / driver but hardware.

Got my original back after the diagnostic found no problem, had to again reinstall all my programs manually, migrated my data again. Returned temporary replacement. After 3 weeks, the weekly freezes started again.

Called applecare, this time saying I had jumped through enough loops and wanted a replacement. They said that was no longer an option since it's been more than 30 days and it passed the diagnostic. This is totally crazy since I had been reporting problems well before the 30 days and it now has been longer since I was trying all their fixes. If I knew this would be the case, I would have demanded a replacement from the start.

Now applecare wants me to ship my computer off to some repair center to have more diagnostics run on it, which I suspect will be the same thing as what they did at the applestore. Meaning I will have to buy another replacement, and incur the 10% restocking fee while they find nothing wrong with it again. They told me that the only way I can get a replacement is that if I can get it to freeze without any programs installed. They actually expect me to own a $2500 computer that I can't install any programs on.

I am going crazy about this, I have no idea what I can do. I'm even looking into getting a consumer protection attorney and fighting them just out of principle since it will cost me as much as just buying another machine. Does anyone have any advice on how to fight this ? All I want is a replacement for a 2.5 month old mac that freezes once or more a week.

All my programs are pretty normal stuff, MS office, parallels 6, VLC, firefox. The only non apple drivers installed is a cisco vpn driver. The crash reports always point the the kernel thread, always in a different place, nothing is consistent. I have it plugged in to a 27 inch apple cinemadisplay, apple keyboard, an external hdd branded for macs and sold at apple stores, a usb hub sold at apple stores. It usually crashes when watching videos / movies. Half the time I get the gray screen, the other half it's just a hard freeze. Sometimes there is no crash report. I have the video switching off.

Who do I need to call to get this resovled since apple care is giving me the runaround ?

elpepelucho wrote:
Who do I need to call to get this resovled since apple care is giving me the runaround ?

I would try the fix I posted above. (link to whole article: http://www.displaylink.org/forum/showthread.php?t=508).

*First thing to do: Turn off System Preferences > Energy Saver > Automatic graphics switching*

It worked for me, but since I was able to return it (to Best Buy, by the way, not to Apple), I did so. I was prepared to keep it if I had to. I may still go back and get another MBP but took them up on their offer at the time.

Hope this helps - I really think the guy hit the nail on the head in the above article.

HAPPENED THE SAME TO ME..in SPAIN

I got freeezes including without softare installed(i have the proof recorded in video) and they said me "is a software problem" again..

I had to sell it second hand....
is EVIDENT APPLE is HIDDING the TRUE around the world.
At least you have 30 days for return,here 14.
Anyway is a joke apple warranty.

If Apple says "diagostic are ok", you loose.Apple politics they said.
Sorry and luck!

Message was edited by: Kopy

the link has nothing to do with freezing and kernel panics. It has to do with graphical problems (stripes, ghosts). Also it says that turning off the graphics switching solves the problem, which I have turned off and still get freezes.

This solution has nothing to do with my post.

It happened to me last night, I was loading some photos into the MBP, and it locked up. I had to cycle it off and back on. The photos were put in iPhoto OK, I cannot understand why it locked up. Reading the post here, it seems common with no suggestions.

I am new to Mac, and after 2 months of struggling with this machine and OS, I wish I had never bought a Mac.

mmm interesting..
Photos uploaded ok while freeze?
Then is more logic a trackpad and keyboard failure ,but seems the machine follow working......
interesting...

{quote:title=Kopy wrote:}...(snipped)...
If Apple says "diagostic are ok", you loose.Apple politics they said.
Sorry and luck!

Message was edited by: Kopy

One thing that helped my case was taking screenshots. I couldn't do it with my computer so I did it with my mobile phone, then put them on the computer to pull up and show them at the Apple Store. I do think if you can go in over and over to the same Apple Store, you may have a better chance of getting a response.

As I mentioned, they wouldn't take it back b/c I didn't buy it there. But I didn't get a brand new machine from them. Same problem. Still wouldn't just take the thing back - so I went to Best Buy, armed with my stack of paperwork from the Genius Bar. I think I got lucky and was able to return it, 31 days after purchasing the initial unit.

I wish all of you the best who cannot get rid of yours and who can't find a workaround. Apple should really do something about this. Someone mentioned an attorney. That was going to be my next step if I couldn't get it to work right or get them to let me swap it out for another product (iMac, MacBook Air, iPad -- anything but a MBP).

I'll be following to see how it goes.

Well, i went to the Apple Store and they put in a 250gig SSD,Works perfect now!
Cost me a week of stress and 585euro for the disk, but....lightning fast now!!!

elpepelucho - I'm having the same problem, however it's only recently started freezing. I bought my computer in May 2010. What have you decided to do?

jrd57 wrote:
elpepelucho - I'm having the same problem, however it's only recently started freezing. I bought my computer in May 2010. What have you decided to do?

I don't really have options beside playing along with applecare. Jumping through as many hoops as they want me to and hope something comes of it. Unless of course I get to the point where I just get an attorney to play hardball with them.

Hi all,

i bought an MacBook Pro i7 last October and it start to freeze like yours. I send it to the Service Support and they replace the logic board. Then, in a few days, the computer starts to shut down, after the screen flickering (i think there is another post about this issue). I send it again to the Service Support and they replace (again!) the logic board.

Now, my computer works greats, no freezings, no flickering screen, no issues (at laeast, at the moment).

I think is a hardware problem. Did you send your computers to the Service Support?

Bye

I have, i Like, I love mac ...
BUT With this freeze i have to change....
First i beleaved that my mbp is to old .....
and i wanted to buy a new one.
BUT BUT it seems that it is the same trouble with the news unibody ...(mac avec une coque alu in french)

so if apple don't find very fast i will be obligeed to go to "windows" because it 's IMPOSSIBLE to bear (supporter) this BUG .

I am very angry (ENERVé)

Bye bye

Just an update.. First Removing the Silverlight.plugin will only result in MS Office crashing and having to reinstall the program from your original disks. Sorry for the mis information.. This was the last 'Fix'
from Applecare.
Does anyone know why these thing only happen when one has a ton of work to do?

On a much better note.. I walked into an Apple retail store to have my I phone checked and happened to see the Tech that replaced my HD. I shared the fact that it crashed the next morning with him. He also has the I7 15".

We spoke for a minute or two about my problems. I COULD NOT BELIEVE WHAT I HEARD NEXT!!!!!!!!

"Just go home and get your computer, We have a replacement in stock for you"

The best out of box experience I have had in years. Backed up from Time machine, everything worked
just like it should have the first time..... PERFECT... Not one issue..

The lesson here is... DO NOT GIVE UP.. They will stand by their products....

My personal guess is they had a bad batch of video cards or chipsets early. I believe they have rectified the problem. My kids love their Macbook Pro's also.

Forget Applecare... I got the same tap dance from them.....

Take it to the retail store.... Best to ya.

Alan Caplan1 wrote:
Forget Applecare... I got the same tap dance from them.....

Take it to the retail store.... Best to ya.

I bought mine online with a custom configuration, so there's nothing the store can do for me since they only carry the standard configurations. At least that's what they told me.