USB-c Power Control Chips Burn Out - MacBook Pro 16" (2019)

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USB-c Power Control Chips Burn Out - MacBook Pro 16" (2019)

Good Afternooon, Last July (2020) I purchased a MacBook Pro 16" directly from Apple (online).

It has very moderate to light use, nothing 'heavy' (no gaming or video rendering etc).

About three weeks ago I started using it in 'clamshell' mode (laptop closed connected to external monitor) through the Apple AV adapter (USB-C), connected to HDMI screen and the Apple charger.

About 2 weeks ago, I could not get the external screen to come on, so I disconnected everything and opened the MacBook, it seemed fine, until I connected the charger, and noticed it would not charge. I tried the charger in the other three ports, the same result. I then tried an Apple USB keyboard (using a different Apple USB-C to USB-A adapter) and it only responded on one of the ports (front RHS). After reading on the Apple website I tried an SMC reset, but the computer went off and would not switch back on. So I contacted Apple Support, they told me to send it in for repair under warranty. Fast-forward 10 days, they received my MacBook last Monday, and proceeded to tell me the Logic Board is damaged and it is not covered by the warranty and will be £1432 + tax to repair it!!! (That's more than 50% of the cost of it).

They have sent me pictures and it clearly shows that two 'USB-C Power Management Chips' on the logic board are 'burnt out'. I have spoken to a support Manager, but they are standing with 'it was my fault due to abnormal use'! It has been dropped, near liquids etc, and has never even left my house!

I have seen other threads on here where people have had similar issues and had the Logic Board replaced by Apple, so why are they telling me it is my fault and expecting me to pay? How is it my fault that chips inside the MacBook obviously were faulty.

Any Help / Advice would be greatly appreciated.

MacBook Pro with Touch Bar

Posted on Jan 28, 2021 9:38 AM

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Answer 1

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HWTech

Level 9

69,332 points

Jan 28, 2021 10:33 PM in response to MexicoMatt

Good luck. Usually once Apple makes a decision that is it. I fought with Apple years ago over supposed liquid damage and lost (the picture they took did show something like a spec -- yes that small, but it was not liquid damage because I had carefully inspected the board before sending to Apple and I'm very good at identifying even very subtle signs of liquid damage). I could even tell from their high quality photo that it was not liquid damage or corrosion.

Unfortunately both you and Apple can be correct here. Apple is going on the assumption here that a device you connected to the laptop caused too much power to transfer which burned up the chip. However, it is equally possible the chip was bad and just burned up on its own. It happens with electronics. Plus this was a refurbished laptop. It is possible this chip was damaged or weakened by the previous owner and just happened to fail for you. This may be you best way of convincing Apple that it wasn't your fault. It is worth a try, but be calm and polite.

If you take the laptop to an Apple Authorized Service Provider that repairs laptops within their own shop instead of mailing the laptop to an Apple mail-in repair depot, then perhaps the repair can be performed for a bit less money. It really depends on the amount of memory and size of the SSD what a replacement Logic Board costs (plus labor and taxes). Apple's mail-in repairs have fixed prices for various damage tiers and a Logic Board is on the highest damage tier IIRC. In fact if an AASP sees the laptop, they may repair it under the warranty (it really depends on the AASP).

Unless Apple actually sees signs of liquid damage they really should err on the side of caution and repair the laptop for free since this could easily be due to a faulty chip. You may have an easier time convincing the AASP about a faulty chip weakened/damaged by the previous owner since you did buy a refurbished laptop.

You can try contacting Apple corporate to see if they will make an exception (if there are no signs of liquid damage). Years ago you would have had a good chance getting Apple to have it covered under warranty, but the Apple of recent years no longer provides such help.

You can also check your local consumer protection laws to see if they can help you.

Good luck and let us know how you make out with it.

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Answer 2

MexicoMatt Author

Level 1

10 points

Feb 18, 2021 5:33 AM in response to HWTech

Sorry, I just saw this reply, don't actually check my Apple ID often for emails. Firstly thank-you for your response. Just to clarify a couple of points, This was not a refurbished laptop, it was a brand new MacBook 16" 2019 model, purchased directly from Apple.co (UK) in July of 2020. Secondly, there is also ABSOLUTELY no liquid damage.

I have spoken to an AASP and they have told me 100% it should be a warranty repair, they have seen the same issue before, and that they would repair it under warranty for me.

I have not gone ahead and done that yet as I did contact the Consumer Protection people, and as per their advice, I put everything in writing and sent a recorded delivery letter to their UK legal dept, asking them to respond within 14 days, it has been 20 days now and no reply.

I am currently (literally right now) on the phone again to Apple, but I expect I will send it off to the AASP for repair tomorrow.

VERY disappointing experience. Not what I would expect from Apple, at all.

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USB-c Power Control Chips Burn Out - MacBook Pro 16" (2019)

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