Previous 1 2 3 Next 32 Replies Latest reply: Mar 6, 2013 3:56 PM by thatssocrissy
thatssocrissy Level 1 (5 points)

I've been using apple products for almost 10 years now (from iPods to iPhones and MBPs). I just got a BRAND NEW MBP Retina last December (2012), I was supposed to use it for school this January, because of it's claim for speed and graphics. I even had it customized!!! Thinking I'd get BETTER performance,I upgraded the Memory and the Processor!!! I wanted to do the HD too but it was too pricey (But of course, they dropped their prices recently. For the same amount I paid in December, I could have gotten better today. *censored curse words here*)

 

By the time I used the MBPr in January,THE THING KEPT SHUTTING DOWN ON ME!!! Whenever I'd put it to sleep, IT WOULDN'T COME BACK ON!!! I'dlose all the information and files I've been working on for hours! Not only would I have to do them again, the MBP would give me such a DIFFICULT time trying to switch it back on! And when it finally would, it would say something like "Your computer shut down unexpectedly. Would you like to open the programs that were on before it shut down?" Even if I'd click yes, none of my files were recovered.

 

In addition, 3 out of 10 times it wouldn't mount my External Hard Drive!!! And of course it has to be the times when I'm in a hurry to access important files. To me, this IS an issue. A BIG one. NOT fun, trust me. I know the problem isn't with my External HD because I still have my old MBP (late 2009) and it works fine there, I've repeatedly used it on my sister's and mom's MBP too and there's been no problem whatsoever. It's just with this supposedly "new" MBP Retina.

 

So I went to the Apple store on 5th Ave, and they scheduled me an appointment about an hour and a half later, which was alright, but for the first time (EVER) the lady who scheduled my appointment gave me some attitude. She set me up for an appointment at 1:45, so just to make sure, I repeated it to her "I can wait around. So that's 1:45?" And she looks at me and says "What? Did you want it LATER? Huh?" Power tripping much? First time I've encountered that kind of customer service, from an apple store, no less.

Anyway, the appointments are their form of "organized chaos", so I didn't mind waiting my turn. The place was pretty packed, as it always is, but I decided to wait it out. My appointment time came around so I checked in on the Apple Store App and again with one of those in blue shirts with an iPad, and he told me to wait for a chair to open and to grab it and someone will come check my MBP. It took a while before a seat was made available, but when one came, I took it. Fast forward, 15 minutes AFTER my appointment time, not a single Apple representative bothered to even make eye contact, ask what time my appointment was or if I needed any help at all. I tried talking to them/calling their attention, but it was as if I was invisible. Just perfect!

 

Someone FINALLY called my name.. Thirty minutes AFTER my appointment time. I didn't mind waiting an hour and a half for my appointment because I understand that's how the system works. But when my turn comes around, I expect them to keep their end of the bargain too. But I guess that was too much to ask. So anyway, this guy/genius checked my laptop and ran diagnostics on it, I think he used the loghog(?) and it was all there. It had the exact log of how many times the **** thing shut down on me!!!! He said they'd need to do further tests on the MBP, which seemed logical. But he went on to tell me that if they find anything wrong with the hardware, I'd have to be okay with them replacing it with REUSED parts of other laptops!!!! ***?!???? I bought that with hard earned money! Blood sweat and tears. I saved up for that for soooooo long to get something brand new, and here you are telling me, "It's out of the 14-day warranty period, so if we find something wrong with it, you'll have to be okay with us replacing it with USED PARTS!!!" (Non-verbatim, but yeah, he gave me some sugar-coated version of THAT!) I mean, WHAT THE **** IS THAT?!?? Is that what Apple has been reduced to now?!??? Like I said, I've been with them for almost 10 years, and I've influenced my family to use Apple products because PRIOR TO THIS, my experience with them has been EXCELLENT. They've always been superb. I've never had this kind of problem with them when it came to all my (our for that matter) apple merchandise. But now?! I can't believe it. Not only the quality of the laptop was unacceptable, now, even their service is too apparently!!

 

Way to go Apple Customer Sevice!

 

Have any of you had the same problems with your MBPr? How were you able to fix it? I paid hard earned money for this, and I really really would still want it to work. I called customer service and instead of apologizing for giving me a lemon, and unacceptable quality, the customer service rep, passed me on to a senior manager who told me exactly this:

 

Me: Ma'am, I bought this customized and BRAND NEW. I think the quality that you've given me is unacceptable, and I hope you understand that.

Senior Manager: Well, you know, it's a machine. It's like buying a car. It breaks.

 

Awesome, huh? In any case, my MBPr is with them and here's to hoping I at least get the MBPr life span than that I paid for, even if they do give me subpar quality and service. Has anyone had the same problems with their MBPr? Is this a common problem with them or was mine really just a lemon? Any input will help. Thank you!


MacBook Pro with Retina display, OS X Mountain Lion (10.8.2)
  • thatssocrissy Level 1 (5 points)

    Has anyone had the same problems with their MBPr? Is this a common problem with them or was mine really just a lemon? Any input will help. Thank you!!!

  • kljohnson Level 1 (0 points)

    I had a similar issue, but opposite customer service response, they had to get manager approval but I didn't even have to ask, I was at 18 days of the 14 day period and they replaced my laptop and even copied my data for free.

     

    Very pleased with the service.  I would go at a less busy time or find a new store.

  • thatssocrissy Level 1 (5 points)

    kljohnson,

    Really? That's the Apple I know! Sadly, they weren't the ones I encountered yesterday.

    I've been brand loyal to them for as long as I can remember and I want to continue to be, I just hope my experience was an isolated incident.

     

    BTW, Did they tell you what the problem was? I've been reading up and trying to figure it out, but can't seem to pinpoint the cause. :|

  • Megisthemostgandaforever Level 1 (0 points)

    Not surprised. That store's iconic, I was there a couple of times in May and they were packed. Every single time. Just sad to hear that their customer service suffers that way in one of their flagship stores. My daughter has a similar problem with her MacBook too, she hasn't taken it to the store yet. Have you heard back from them? Do you have a ballpark of much it costs?

  • thatssocrissy Level 1 (5 points)

    I'm not under the 14-day warranty, but I'm still on the 1 year limited warranty, so no charge, so far. (Thank goodness!!! It's really practically new!) Are you still under warranty? Which of the problems is she having?

  • Megisthemostgandaforever Level 1 (0 points)

    I'll have to ask her about the warranty, I'm not sure about that exactly. She's been complaining about it dying out on her. She stays on it well into the night, so she just closes it sometimes instead of shutting down. Could that be why it shuts down and loses all her files?

  • thatssocrissy Level 1 (5 points)

    My old 13" MBP (which I'm using now, while waiting for my MBP Retina at the store) has been "used and abused" when it comes to putting it to sleep instead of shutting it down. Never had that problem. So that's definitely not what's causing it.

  • rossfromcomber Level 1 (0 points)

    same problem, it's been happening to me for a week or two now i'm thinking about backing up my documents and just wiping it completely, see if that works. Has anyone else tried this? I'm loosing time and have already lost a good few hours of work as it just crashes randomly. need help!!!

     

    - saving these threads on my favourites cause i'm about to crash . . .

  • thatssocrissy Level 1 (5 points)

    Hi Ross. I'd back it up if I were you, you can't go wrong there. I'm not sure if restoring to factory settings will help though, especially if it really is a hardware problem. Try saying your documents on an external HD maybe? :|

     

    Not really a direct solution, I know, but I hope it helps. :|

  • rossfromcomber Level 1 (0 points)

    thanks, i have started to save documents across but there's so many! My main problem though is free software which i have downloaded online and no longer have the web address and paid software that i have installed, the tedious task is downloading them all again! AHHHH

     

    descisions, descisions

  • Csound1 Level 8 (46,870 points)

    rossfromcomber wrote:

     

    thanks, i have started to save documents across but there's so many! My main problem though is free software which i have downloaded online and no longer have the web address and paid software that i have installed, the tedious task is downloading them all again! AHHHH

     

    descisions, descisions

    Clone your drive, then you won't lose anything at all.

  • thatssocrissy Level 1 (5 points)

    Csound1, How do you go about cloning your drive?

  • rossfromcomber Level 1 (0 points)

    Same question, i'd rather not have to but it would be good to know

  • Csound1 Level 8 (46,870 points)

    You will need an external drive, as large as or larger than your internal drive.

     

    A clone can be made using Disk Utility or Carbon Copy Coner, I prefer the latter. There is a free 30 day trial available. Disk Utility is on your Mac already, in Applications>Utilities.

     

    Whichever you use the end result is an exact copy of your internal drive (Boot Camp excepted) on the external, it can be booted from and accessed as if it were the internal.

Previous 1 2 3 Next