Possible Repair Shenigans !

fishfoodie

Boardies,

I have a problem, & I'm hoping someone here can give me some advise as to how to proceed.

My MBP recently developed a video problem, or rather a lack of video problem. The MBP is >2 years old & is in the group of systems which have the dodgy nvidia graphics, so it should also be covered by Apple's warranty extension, assuming the problem is the video card. Otherwise I have no warranty.

I called Apple & explained the problem & they told me to bring it to one of their agents for examination. The guy I talked to agreed that it sounded like the nvidia issue.

Today I got the call back from the repair agent guys & they are saying that its the logic board & it'll cost me the thick end of €700 to get it replaced on top of the 'opening the case & looking inside' fee.

The reason I'm suspisious is that I work in IT & did some debugging myself. Before I called Apple I established that both the internal & external video were broke, but the system was obviously functioning as I could ping the MBP & it appeared on the network on other PCs in my house. I didn't have sshd or RD running so I couldn't connect from another system.

If the logic board is cooked, I doubt the problem would be just localised to just the video, & if its just the video is broke, why amn't I covered ?

I'm not impressed; to say the least; with the idea of dropping close to €800 on a 2.5 year old MBP, in this kind of circumstance.

Right now I can only think that I might drop the laptop into another authorised agent & hope they agree with my assessment & not the first crowds.

So, am I just being too cynical or have I reason to be, & can anyone offer any suggestions as to how I could/should proceed ?

kevteljeur

fishfoodie wrote: »

Boardies,

I have a problem, & I'm hoping someone here can give me some advise as to how to proceed.

My MBP recently developed a video problem, or rather a lack of video problem. The MBP is >2 years old & is in the group of systems which have the dodgy nvidia graphics, so it should also be covered by Apple's warranty extension, assuming the problem is the video card. Otherwise I have no warranty.

I called Apple & explained the problem & they told me to bring it to one of their agents for examination. The guy I talked to agreed that it sounded like the nvidia issue.

Today I got the call back from the repair agent guys & they are saying that its the logic board & it'll cost me the thick end of €700 to get it replaced on top of the 'opening the case & looking inside' fee.

The reason I'm suspisious is that I work in IT & did some debugging myself. Before I called Apple I established that both the internal & external video were broke, but the system was obviously functioning as I could ping the MBP & it appeared on the network on other PCs in my house. I didn't have sshd or RD running so I couldn't connect from another system.

If the logic board is cooked, I doubt the problem would be just localised to just the video, & if its just the video is broke, why amn't I covered ?

I'm not impressed; to say the least; with the idea of dropping close to €800 on a 2.5 year old MBP, in this kind of circumstance.

Right now I can only think that I might drop the laptop into another authorised agent & hope they agree with my assessment & not the first crowds.

So, am I just being too cynical or have I reason to be, & can anyone offer any suggestions as to how I could/should proceed ?

My 1.1 gen MBP had a video problem (ATI card, I think), but was out of warranty. It was, I strongly believe, the video card or some related system getting toasted from over-heating. The display hangs, but the non-display systems keep running. However, useful UI recovery is rarely possibly. The problem is that since it's all on one board, it effectively means that just fixing the graphics card means replacing the whole board.

I was going to try replacing the board myself (about US$800) but it was more cost effective to get a whole new MPB...

You might have a bit of a fight ahead of you, although I know someone else in the same boat as you, and he had his board swapped out without any quibble. I'd recommend taking it up with Apple, and politely but firmly pursuing it. Apple is faster than most in repairing unduly failed kit without argument. To a degree, you paid to be treated a bit better.


.

Elessar

Consider how much you likely paid for the laptop, it would be reasonable to expect it to last longer than 2 years. I would get back onto Apple and explain your case, ask for a manager.

If that doesn't work, you can, if you wish, lodge a claim with the small claims court (against the retailer you purchased it from). You may have a fight on your hands but considering a registrar told another boards.ie poster that it was reasonable to expect his Macbook to last at least 5 years, I say you have a very good case on your hands.

You can apply online and it only costs €15. It would most likely be settled out of court.

preilly79

I recently had the screen replaced on my out of warranty iMac by explaining my consumer rights to them (apple support), informing them I was within my rights to take them to the small claims court.

Thumper Long

I have first hand experience of this issue from a service provider point of view, but just to state that I have no vested interest in this issue at all. The GPT Diag as its called by apple is a very restrictive programme, if it doesnt produce a code claiming your graphics card (so in essence your logic board) is faulty, the service provider has no option but to refuse repair under warranty as Apple will charge the SP for the part. Your only hope in this instance is that you can challange Apple under the Consumer Law Repairs, which they have provision for as I have the memo from Apple and so should all AASP's on how to deal with this issue, good luck with getting the machine fixed.

fishfoodie

Thumper Long wrote: »

I have first hand experience of this issue from a service provider point of view, but just to state that I have no vested interest in this issue at all. The GPT Diag as its called by apple is a very restrictive programme, if it doesnt produce a code claiming your graphics card (so in essence your logic board) is faulty, the service provider has no option but to refuse repair under warranty as Apple will charge the SP for the part. Your only hope in this instance is that you can challange Apple under the Consumer Law Repairs, which they have provision for as I have the memo from Apple and so should all AASP's on how to deal with this issue, good luck with getting the machine fixed.

Thanks for this input Thumper. Its good to hear from someone inside.

You're kinda confirming what I suspected was happening behind the scenes.

Does anyone have any pointers to any legislation I can quote to Apple ?

My general point at the moment would be that; there is a known defect with the Laptop, which Apple has chosen not to issue a recall for, while other manufacturers using the same parts have done so...

The indications I got from my own investigations, were that the only functionality defect was with the graphics portion of the MBP & that other than this defect the system is operating properly ( I'd be bullshipping here ).

Elessar

Quote the Sale of Goods and Supply of Services Act 1980

http://www.consumerconnect.ie/eng/Hot_Topics/Guides-to-Consumer-Law/Shopping/intro.html

Your case should really be on the fact that your MBP has broken down due to faulty hardware. And you believe you have a reasonable expectation for a computer worth €1800 to last longer than it has.

whiterebel

Read the relevant acts carefuly, then quote the relevant parts to Apple Cust Service in a calm, even tempered way. DON'T lose th rag, as you will have lost the battle. I solicitor rang me one day about his 18 month old Powerbook, and I gave him the standard "out of warranty" line. He made mincemeat of me (tech Support) and decimated the CS agent and their manager until he got the replacement for his laptop. Never raised his voice once, just quoted the Sale of goods and supply act, and frightened the sh*te out of everyone he spoke to......

Elessar

^ Do you still work in Apple CS? Would be handy to have an insider here

Permabear

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Elessar

donegalfella wrote: »

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Do tell.

Permabear

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Elessar

Since when, what happened? If it's not accidental damage (and has never had accidental damage) You would have a very good chance of getting it repaired free of charge under consumer laws.

Permabear

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Elessar

donegalfella wrote: »

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Ah, I'm afraid you're out of luck there, unless you bought Applecare. It is the retailer who is ultimately responsible for the product, and it would have to be bought in Ireland.

Permabear

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Greentree_uk

what spec is the mbp and where did u send it?