DVD Drive Will Not Read + Strange Noises

I have just been to the Apple Store for the same problem with my SuperDrive:
MATSHITADVD-R UJ-845E
Revision: DMP2

I had the problem start a few weeks ago when some DVD's I burnt did not read on some players. Now no CD or DVD is read by the drive.

Luckily I am still under warranty and am expecting a repair once I send the PB in for repair. I hope this does not recurr though I guess the warranty on the repaired part will be extended by another year - I hope?

Also, mine was a refurbished PB from Apple Store - was anyone elses' on this thread the same? Just checking to see if there are any statistical reasons for this problem.

Bye
AM


PB G4, 12", 1.5GHZ Mac OS X (10.4.7)

Take it in for repair.
AM

The MATSHITADVD-R UJ-845E is a bent piece of crap. It was strongarmed in by the DVD industry because its region locked to RPC-2 and refuses to accept firmware updates.

Technically, its the most sub-par piece of crud ever to be built into Apple computers for a Superdrive. No other drive has that amount of issues, generated so many complaints and aggravates so many users than this.

Apple bend over to the DVD industry here. To me that looks like an imperative to scourge the pirate seas again. I own a c ouple of DVDs from all over the world, and since I had to replace my old combo drive with this MATSASHITA piece of junk, I have to download all of them from the file sharing networks.

Thanks Apple: cost me a lot of money and can't play half my DVDs. Even some of the proper region wont play anymore, because this piece of **** wont handle them. Well done.

Like many, I am experiencing a most disappointing problem with my superdrive. When I purchased my mac, I was expecting the best. I have always heard that macs simply work. They don't have random problems like PCs. They are better, how dare you use a PC... I've heard it all before. When I finally took the plunge, I expected these claims to be true. When you pay significantly more for the PC equivalent, it is kind of expected. For the most part, I was pleased. Then the super drive stopped working. I have a DVD that I rented from BlockBuster stuck in my computer. Not only that, I am now incapable of running any disc because my "clearly superior" machine does not work. I have tried absolutely every suggestion from Apple's worthless support page. When I tried to call, they said they couldn't help me over the phone unless I shelled out $50. Nothing like that fine apple service that everyone is always talking about. The shameful thing is that they never show you the testimonies of disgruntled customers such as ourselves (who deserve much better, might I add) on apple.com/switch. No, it's all, "My PC never worked, but now that I have a mac, everything is sunshines and rainbows. It never freezes or anything." Hang on; Do I have a different mac? Is mine a "mac" and theirs a "Mac"? Perhaps mine is a Macintosh. That must be it, because this wonderful computing experience that has been so eloquently described so many times has thus far failed to show itself to me on my worthless aluminum heap. Granted, I realize I am ranting. My rational is this: I would much rather send this apple (Steve Jobs himself if I had his email) but they conveniently neglect to post it ANYWHERE ON THE FREAKING CONTACT PAGE. That is probably because they know that, contrary to what their ads will have you believe, Macs do not always work. In fact, dozens of people have worthless computers right now because apple sold them a faulty superdrive. So if I come off as angsty or ranting, I apologize. Surely you understand my frustration; when you pay so much for a computer, you expect more. It is as simple as that. And if any apple representative reads this, I would appreciate (and expect, for that matter) a response explaining this pathetic excuse for a "support system" for my pathetic excuse for a computer. You can contact me at hamilton.john.m@gmail.com
I leave with this: I built my own PC. I am typing on it right now. In my several years of using it, I have never been unable to open my optical drive. Not once.

Signed most sincerely, a ridiculously disgruntled, dissatisfied, disappointed, and in general ticked off (regretfully so) mac owner. More simply, John

J M, I understand your frustration. However, I believe there was some miscommunication or misunderstanding in your support call.

When I tried to call, they said they couldn't help me over the phone unless I shelled out $50.

This isn't correct. Your PowerBook is apparently under the one year hardware warranty that comes with all new Macs*. In that case, after the first 90 days your free phone support for all hardware and software problems expires, but you do still have free support for the rest of the year for any warranted hardware problem. That includes phone support for those problems.

The $49 they mention is not a charge for service. It is a per-incident fee that you would be charged if the problem you're having is not a warranted hardware problem. They will take your credit card number in case they need to charge you for such support. If your issue is covered under warranty, which a nonfunctional SuperDrive will be as long as it's not caused by accidental damage (such as dropping the PowerBook), then any service required to get the SuperDrive functioning will be completely free, including the support phone call and any shipping.

For more details, see Is phone support and warranty service free?

*I'm assuming your PowerBook is still under the first year of warranty because if it weren't, as far as I know, Apple Support wouldn't even offer the $49 per incident service.

Thanks for the response. Unfortunately, that was not the case. When I called, the support operator (for lack of a better title) sait that he could not help me over the phone unless I paid $49. Perhaps it was an error on his part, in which case I will call back. I suppose he didn' t understand the service. I will make sure to call back and clarify. Again, I am disappointed.

Again, if your Mac is still under warranty, whether he said you would be charged for a support call for a warranted hardware problem or not, the fact is that you will not be charged under those circumstances. As I said, it could have been a case of miscommunication - which could mean he misspoke.

When your Mac is under warranty, there is no charge just to talk to someone about a warranted problem with the Mac. You will only be charged if the problem turns out not to be a warranted hardware problem (e.g. caused by accidental damage or by software issues).

So yes, call back, and remember that the first person you talk to is at the first tier of phone support service. If you aren't happy with the support you get, ask to speak to a supervisor or to Apple Customer Relations.

I'm sorry. I did not explain. My computer is no longer under warranty. However, there is still a sad ending to this story. When I called, the operator said I needed to go into the store for help. He said the genius would fix the problem for free. To make a long story short, I drove 40 miles(each way) to the nearest apple store to find that he was wrong; I would have to pay $325 to have my drive fixed. I wasted gas and 3 hours of my time which could have been spent preparing for exams. Had the operator been the slightest bit competent (ok, that's a bit harsh. Helpful is the word I'm looking for. Perhaps proactive), this all could have been avoided. Except the whole dysfunctional computer thing. Like many others, I am simply stuck with a $325 blunder of the mighty apple (which, by the way, does not "Just Work" as the commercials say).

Once again,

A significantly disappointed customer (No, that's not the right word. The customer is treated with respect. Chump is the right word). A significantly disappointed chump.

I have the same problem and when i told apple what i thought suprising my post was deleted. I just think it's sad that when apple's hardware is cheap they act like it's not their problem. We are paying customers and they can't even spare a few moments to help us fix a problem that happens to everyone.