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  • Allan Eckert Level 8 Level 8 (47,165 points)

    I seriously doubt your assertion.

     

    Allan

  • apple242 Level 1 Level 1 (0 points)

    What do you doubt?

  • CodeNemo Level 1 Level 1 (0 points)

    I went twice to this famous Apple resell shop (authorized service provider) in Darmstadt and both time the outcome of the test they did with their specific tools was negative, no failure.

     

    What in that shop was really frustrating for me was that they said they did not know about this issue and that one must not believe e.t. is written in the forum in internet!!

    For them many hundreds (thausand) of people complaining for the same problem was something new! I call this incompetence.

     

    Anyway, after almost 1 week back to SL, no black screen anymore. System is running nice and smoothly.

  • apple242 Level 1 Level 1 (0 points)

    Codenemo - same exact experience here, not in Darmstadt, but in 3 German towns, inclusive 2 authorized Apple centers and one Apple store.

    Incompetence does not begin to express the state of ignorance and utter neglect.

     

    And that's after Apple US intervened and told them what to do.

     

    100km across the German border, 1.5h later, sensible, courteous and informed discussion - logic board replaced.

     

     

    Apple Germany needs a swift legal kick to wake it from its backwardness, incompetence and general somnolence.

    It isn't the customer's responsibility to educate Apple Germany about Apple's official Technical Bulletins.

  • CodeNemo Level 1 Level 1 (0 points)

    Hi apple242,

     

    becauce I was quite upset with them (euphemism) I could consider to re-install lion and go again to the shoop in Darmstadt with in my hand the Apple Bulletin TS4088. I can reproduce the failure inLion within minutes. Just run a game. Actually I do not know what it can happen if I connect the MBP with an external monitor/TV.

     

    Would they be forced to really solve the problem (i.e. change the hardware) even if there is no failure when they use their magic tools? I did not have this impression.

  • apple242 Level 1 Level 1 (0 points)

    Unfortunately, after about 7 months of torture from Apple Germany, I can tell you with near certainty

    that they will do absolutely nothing even if you replicate the problem 100x in front of them.

     

    I made the computer crash within seconds countless times. Utterly irrelevant for them.

    Just like the service bulletins they know nothing about. 

     

    I showed them the bulletin in 3 languages - they were astounded that such thing existed.

    This is months after Apple made it public. Until Apple USA got involved they were even

    adamant that I pay for the test.

     

    And as you said, they have no clue what test to run. That's why their 'test' requires countless hours or days

    and across the German border it's 1h and they replace the board even if the test passes,

    so long as you show them the problem.

     

    We went to an Apple authorized provider in another country to have the board replaced - absolutely stress free,

    all done _quickly, correctly and courteously_ with no down time whatsoever, as it should be.

    Night and day difference with Apple Germany.

     

    My advice would be to get it resolved across the border so you regain full functionality,

    and then optionally sue Apple Germany for the expenses, loss of use and inconvenience.

     

    Sooner or later Apple US will have to update Apple Germany to Apple standards.

    The current state of things is unsustainable and succeeds exclusively in destroying

    Apple's reputation and the goodwill of their customers.

  • CodeNemo Level 1 Level 1 (0 points)

    Hi,

     

    do you have a specific address/store in France to suggest? I can travel to Strasbourg in 2-3 hours.

     

    Thanks

  • apple242 Level 1 Level 1 (0 points)

    Strasbourg is fine.

     

    Please note that I had gotten Apple USA involved beforehand (I'm American and my computer is an US model) and they had already issued a CS (customer service number).  The service center uses this number to order the part - this lets them know that Apple will pay for the part + repair.

     

    Unfortunately, Apple Germany could care less about this.

     

    I would call Bemac in Strasbourg and tell them about the problem.

    Unlike Apple Germany they know about the bulletin.

     

    Some of them speak English but speaking French helps.

    You can also escalate the matter with Apple USA if necessary.

  • CodeNemo Level 1 Level 1 (0 points)

    Hi again,

     

    it makes sense.

    There is for me any mean to get a CS before contacting Strasbourg?

    And if I need to get Apple USA involved?

     

    I hope I am not abusing of your kindness.

    Thanks a lot for helping with your experience in this field :-)

     

    Cheers

  • apple242 Level 1 Level 1 (0 points)

    No issues - as I explained to Apple USA - they really need to step in and sort this out.

    The 'service' one receives from Apple Germany is a disservice to Apple and its customers.

     

    Technically, Apple Germany should be able to give you a CS number, but in my experience they won't.

     

    You can contact Apple USA also - explain to them what you and others are going through

    with Apple Germany and ask that they step in and help you repair your computer.

     

    Tell them that you already went to authorized service providers in the area and they don't know

    about the bulletin, they don't know what tests to run etc. Tell them that your computer is unusable,

    frequent blackouts, NVRAM panics as described in TS4088.

     

    So long as it fits within the params of TS4088 they should issue a CS number.

    Ask them to confirm this and how long the CS is valid for.

     

    Then, when you contact Bemac or another provider tell them that Apple already

    issued a CS number and you would like them to order the logic board,

    so that when you bring your computer in, they can finish the job promptly.

     

    You can also ask Apple to make a note that the provider should preorder the part

    so that you are not further inconvenienced - eg. if you travel to Strasbourg you cannot

    leave your computer there for a week and drive another 300kms.

     

    The provider may state that they cannot preorder the part - they actually can keep

    the part in the shop for 3-5 days, so you can set up the appointment and they can order it

    1-2 days before.  Generally they receive the part in 1 day.

     

    If necessary you can request that Apple pick up the computer at your residence,

    transport it to a suitable provider, replace the logic board, and bring it back to you.

     

    Ultimately, don't let the uninformed and archaic arrogance of Apple Germany obfuscate the matter - you paid for a fully working computer and Apple is obliged to repair it to that standard, with a minimum of inconvenience to the customer.

  • bikegreeny Level 1 Level 1 (0 points)

    Hi apple242 & CodeNemo plus all,

     

    Sorry to hear that gfxCardStatus failed for you, CodeNemo. Here is list of my 4 most recent MBP 17" Mid 2010 with Snow Leopard panics...notice the first one is a different error and the last one after the longest interval happened only while gfxCardStatus was set to Integrated only. So this means the problem is more widespread i.e. not only confined to the NVidia logic board interface.

     

    I'll be testing-out the Australian version of Genius support for this matter in a few week's time but so-far, I've heard of no one (of 3 verbal queries @ work) with valid Apple Care being rejected. Mine, however is a different case but within the 2-year support window that applies to 15" MBPs.

     

    (1) Interval Since Last Panic Report: 19795 sec. Panics Since Last Report: 3. Tue Apr 24 22:17:09 2012

    panic(cpu 0 caller 0x9d4c97): NVRM[0/1:0:0]: Read Error 0x0061002c: CFG 0xffffffff 0xffffffff 0xffffffff, BAR0 0xc0000000 0x80106000 0x0a5480a2, D0, P0/4


    (2) Interval Since Last Panic Report:  19849 sec. Panics Since Last Report: 4 Tue Apr 24 23:40:35 2012

    panic(cpu 2 caller 0x9d4c97): NVRM[0/1:0:0]: Read Error 0x00000100: CFG 0xffffffff 0xffffffff 0xffffffff, BAR0 0xc0000000 0x800da000 0x0a5480a2, D0, P1/4

     

    (3) Interval Since Last Panic Report: 19801 sec. Panics Since Last Report: 5 Wed Apr 25 00:08:00 2012

    panic(cpu 0 caller 0x9d4c97): NVRM[0/1:0:0]: Read Error 0x00000100: CFG 0xffffffff 0xffffffff 0xffffffff, BAR0 0xc0000000 0x80172000 0x0a5480a2, D0, P1/4

     

    (4) Interval Since Last Panic Report:  59534 sec. Panics Since Last Report: 6 Sat May 19 14:03:50 2012

    panic(cpu 2 caller 0x9d4c97): NVRM[0/1:0:0]: Read Error 0x00000100: CFG 0xffffffff 0xffffffff 0xffffffff, BAR0 0xc0000000 0x80120000 0x0a5480a2, D0, P0/4

     

    I don't understand how the interval is calculated. It's not date-time but probably operational time only.

    I wish Apple would update their support bulletin to include the 17", then I would have an easier time convincing the Genius rather than pulling out the spec-sheet to show them how identical the 15" and 17" Mid-2010's are.

  • KKK_ Level 1 Level 1 (0 points)

    gfxCardStatus software enables us to use  integrated Video card. Turning to integrated Only mode helped me in this issue. This can help you till the actual problem (with external video card) is addressed.

  • CodeNemo Level 1 Level 1 (0 points)

    Hi!

     

    last week I had a black screen issue also with SL so I decided to re-install Lion and let it crash again.

    Today I went again to the Apple Repair centre in Darmstadt to get the issue solved!

     

    I had with me the TS4088 in german. At the beginning the technical staff was claiming that the previous time they solved the problem. When the MBP froze twice in from of him he eventually changed his mind.

     

    Firtst he tried changing the RAM, again the MPB froze. After that he decided to run an Apple hardware test (what did he run the previous time then???). He took a good 40 minutes.

     

    Result: Logic board to change!!

     

    They will do for free and I even got the money back for the previous attempt they did (clean re-install of Lion).

    I think they realized they did a mistake last time.

     

    I will get the MPB next week. I let you know if this finally solved the problem!

     

    Cheers

  • apple242 Level 1 Level 1 (0 points)

    >After that he decided to run an Apple hardware test (what did he run the previous time then???).

     

     

    "Following the Regeln" 

     

     

    Congratulations on making it through the cuckoo maze that is Apple Germany and their service providers.

  • CodeNemo Level 1 Level 1 (0 points)

    hi,

     

    well wait for the congrats that:

     

    1) I get it back

    2) it's working fine

    3) really nothing to pay

     

    I keep you posted :-)

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