Randomly Turns Off

My Macbook (week 22) had the random shutdown problem. It was fixed by Apple. They replaced a logic board and a battery connector assembly. It took almost a month to have the computer back. The computer was working fine for almost a week after the repair. Unfortunately, today the problem returned. The computer randomly shuts down. A temporary solution is to keep power button down for a few seconds, until the computer beeps. Then it works normally until I put it to sleep. After waking the computer up, the problem comes back.

I suspect this is a design fault of the Macbook or a hardware problem in a large batch of logic boards. How sad.

If mine came back to me after having been gone a month for repairs and started shutting down again, I don't know what I'd do.

I doubt your Apple tech knows much about anything other than moving the phone queue. I have had personal contact with 3 different Apple Stores in separate areas of my country. All 3 stores are well aware and admit to this hardware issue of random shutoffs.

1.) My local Apple Store (eastern half of US) gave me a new week 24 machine at 34 days after my original purchase of a faulty week 21. They knew of this issue.

2.) A friend works in a San Fran area Apple store. 48 Macbooks returned to that location for the random shutoff issue as of last week.

3.) While traveling to Austin, TX, popped into Apple store to window shop. Asked genius if he had heard. His exact reply - "Who hasn't? I hope Cupertino figures it out soon."

I think the phone techs are instructed to go through a scripted troubleshooting list and to offer a "box" to ship the unit back if the scripted troubleshooting fails. My guess is they are prohibited and/or fearful of relaying unofficial info whilst a phone call is recorded. Conversely, when you talk face-to-face, you tend to get a straightforward reply.

I want to point out that the AppleCare representatives are not full blown tech experts. They are the first point of contact to help determine whether it's a simple user error that can be fixed, or a technical problem that should be escalated. Chatting with individual reps on the phone and asking them if they've heard of this or that problem will get you inconsistent answers.

The guy I talked to said he'd never heard of this problem before, either. And I have no reason not to believe him since he probably hasn't fielded a call with this issue before. Of course others in the call center have. For anyone reading through this thread and hatching an idea that Apple is involved in an elaborate coverup of this problem, slow down and give them the benefit of the doubt.

Hey all,

Happy or unhappy with your MacBook? Take the notebook reliability survey from macintouch and be heard.

http://www.macintouch.com/

Also an update, mine was sent Friday and received Saturday and updated today as parts on order. Question for you all, is the heat sink and its sensors part of the logic board? If the logic board is replaced do they also redo the heatsink and sensors? I read on macintouch that someone sent their macbook in for the shutdown and a faulty sensor on the heatsink was telling the computer it was overheating and was causing the shutdown.

Also, how do I know what parts are on order? Can I call applecare and tell them I want the heat sink sensor replaced?

Nick

Question for you all, is the heat sink and its
sensors part of the logic board?

They are attached to it.

If the logic board is replaced do they also redo the heatsink and
sensors?

Yes, they are supposed to reapply thermal grease between the heat sink and processor.

- Bmer
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Also, how do I know what parts are on order? Can I
call applecare and tell them I want the heat sink
sensor replaced?

Call Apple Care and tell them your computer is being repaired and you'd like to get more info about it. They should forward you to dispatch and they can tell you from there. If you'd like to add to the list of the things to get check out, I believe you can also tell them there. (I had told them about the yellowing plastic before sending it in, and when checking up on it last week, they told me it wasn't even in the notes! So I told them to add it then.)

I had this problem with my BlackBook. Starting on Tuesday of last week, I think, it spontaneously turned off about half a dozen times. I took it into the Indianapolis Apple Store on Thursday and it did it again to the Genius three times in a row. (I swear one of the geniuses looked just like Albert Einstein. Coincidence? I think not!) They sent it out Thursday and I got it back this morning (although they threatened 5-10 working days). I'm very pleased at the turnaround time! According to the service description, they replaced "APP-630-7590 PCB MLB, 2.0GHZ DC, SMS/KIONIX" (whatever the heck that is, presumably the mainboard).

So far so good!

Wow! Mine is still in the shop since Jul 10th. Let us know if the problem resurfaces!

Count me in too!
Fed up with PC shutdowns I bought my first ever Mac - a week 22 MacBook. I was a very happy proud owner until last Wednesday when it started to shut down. Now it gives me 5 minutes at the most and then "goodnight"!
I bought the computer by telesales in Ireland but I am currently in Switzerland, so I called Apple Care in Switzerland (well it was actually a German speaker in their Holland office). She talked me through the same script as the rest of you endured but then she submitted that she couldnt really help me much because everytime we tried to do something ...the darn thing just kept shutting down. She suggested I bring it to my nearest Apple store which is almost an hours drive away.
Reading the posts here I have decided to sit tight for a week or two to see if they will... 1) Admit there is a serious problem; 2) Tell us they know what is causing the shutdowns; 3) Tell us they know how to repair it; 4) They issue a general recall.Am I right to wait?
Are Apple likely to do the above?

MacBook Mac OS X (10.4.7)

MacBook Mac OS X (10.4.7)

Holding down the power button until it beeps has temporarly solved my issue as well.... I have a case open with apple care but after reading that people have had thier's returned fixed and they are still having the issue.. I have decided not to return mine yet... I will keep holding the power button until apple fixes this issue...

its a shame too because when my macbook is running I love it ..

first time mac owner

Am I right to wait?

No. Just take it in and get it fixed.

Some people have taken and got it fixed and they still have the issue... no thanks I am waiting!

Some people have taken and got it fixed and they
still have the issue... no thanks I am waiting!

If my computer comes back from repair with problems, I am going to demand a full refund.

yes ok but what if they just put in a new logic board and in 2 months time the problem suddenly comes back again? Isnt that a futile exercise? I am assuming that the repair is a major one with risk of furthur damage? And that they are replacing the faulty part with an identical part.

Would I not be better to wait until they know for sure what is wrong before handing it over to them for a repair?

MacBook Mac OS X (10.4.7)

MacBook Mac OS X (10.4.7)