Nvidia problem on MacBook pro/ apple service no help

nicknackgtb

Hi there,

Computer decided to give up and not work any more, dropped it into compu b where they said it was the nvidia that had failed. To fix would be 600 euros.

The apple website says that they will replace these within the 4 years of purchase date, I am 6 months out.

How can apple sell a product that has a defect product in the first place? Should they not be replacing all of these no matt what?
It's like a car, if there is a defect in them, they get called back and put right, no matter what. With apple, after spending 3k at the time on my mbp, they have no interest in helping out at all. Its a joke.

Has anyone else had these problems at all? The person I was on the phone couldn't give a ****te that I was affected with this at all. Now without it, I am ****ed for my small income that I receive. Don't have the 600 quid to sort to out and they don't want to play ball or help out at all.

Really disgusted at this issue as I wouldn't have bought the product in nthe first place if I knew there was a "high failure rate" with my product or if there was a defect product being used in its production. (quotation from senior manager in Cork, apple service).

I have bought iPods, iPhones, an iPad and MacBook pro off them, spent thousands, and they won't sort a defected product. Really annoyed by this and sorry for th rant.

Has anyone else got experience in this end of things or had it happen to them? What did you do?

Thanks

Jhcx

Have you spoke directly to Apple about the problem cut out the middle man compu b. Also thanks for the heads up I knew they were bit harsh in customer service least ill stay away when buying my next apple product.

Have u considered going upto northern Ireland to Apple think I read they have a Apple store there.

U say its a common defect personally I can't say I've seen or hears bout it. If it is yes their reliable. But if only 3 laptops have suffered it then its in ur hands. Could u not take out cover? And then use that or is cover expensive?

nicknackgtb

Jhcx wrote: »

Have you spoke directly to Apple about the problem cut out the middle man compu b. Also thanks for the heads up I knew they were bit harsh in customer service least ill stay away when buying my next apple product.

Have u considered going upto northern Ireland to Apple think I read they have a Apple store there.

U say its a common defect personally I can't say I've seen or hears bout it. If it is yes their reliable. But if only 3 laptops have suffered it then its in ur hands. Could u not take out cover? And then use that or is cover expensive?

Sorry must hav esaid it wrong, I was onto apple customer service, talked to a senior manager in their cork offices. Compu b just do the work for apple down south as an authorised seller. They seem ok to deal with tbh. It's just they told me to get onto apple and explain the situation but apple weren't having anything of it.

Sad Professor

Your only other option is the Small Claims Court. Making a claim costs €25. You can download an application here:

http://www.courts.ie/Courts.ie/Library3.nsf/pagecurrent/224D3F40A61421D280256DA6002EB56B?opendocument&l=en

I think you can also do do it online here:

https://smallclaims.courts.ie/esmallclaims/claim/Main?page=home&Language=English

The machine is kinda old so it may not be successful, but I can't see Apple being bothered enough to go to court for the sake of 6 months.

Note: the claim must be against the seller. I'm assuming you purchased the machine from Apple.

raytaxi

The Apple shop genius bar in Belfast may be worth trying normally very helpful, fixed my white macbook keyboard couple of times because of the cracks on front.
Make an appointment online, the place is mad at the moment it was today when i was there.

Zapp Brannigan

I don't think Apple knowingly sold you a defective product. At the time when it was built there wasn't a known problem, it was only discovered subsequently and they provided a time frame for everyone who was affected (or possibly affected) to have a replacement done.

As it seems you have passed that time it looks like they aren't willing to do it. Like Sad Professor has already suggested you can try the Small Claims Court and hopefully they'll sort you out.

NUTZZ

I suffered the NVIDIA graphics card issue on my MacBook Pro (late 2007) in 2010 and luckily I was still inside the extended warranty period for the issue. Mactivate in Dublin replaced my logic board for free, maybe give them a call too and see what they say.

http://www.mactivate.ie/

Liameter

Under UK law a person could claim under the Sale of Goods Act. In general, electronic goods are expected to last at least 6 years. (This isn't hard and fast but a general guide.) If that were the case, and you were successful in your claim, you would already have had 4 years use so you would be expected to pay for that pro-rata. So, for example, if the repair cost was 600 you'd have to pay 400. (Did I get that the right way round?)

whiterebel

Liameter wrote: »

Under UK law a person could claim under the Sale of Goods Act. In general, electronic goods are expected to last at least 6 years. (This isn't hard and fast but a general guide.) If that were the case, and you were successful in your claim, you would already have had 4 years use so you would be expected to pay for that pro-rata. So, for example, if the repair cost was 600 you'd have to pay 400. (Did I get that the right way round?)

Why UK Law if we're in Ireland?

Liameter

I was giving a best case scenario (e.g. Northern Ireland). European law only gives 2 years to make a claim.

whiterebel

Liameter wrote: »

I was giving a best case scenario (e.g. Northern Ireland). European law only gives 2 years to make a claim.

Is the OP in N Ireland?

Liameter

I don't know but there's an Apple Dealer there. As I wrote, I was giving the BEST CASE scenario. Under European law he has even less chance of a good outcome.

aN.Droid

Ireland has similar laws. A product is to have an expected lifespan depending on a few factors. Some of them being the type of product and cost.

Being a very expensive computer I would expect it to last longer than 4 years as there is still laptops going from the first era of portable computers.

Go the SCC route. You will more than likely not see the inside of it as apple wont waste their time and just do the repair but if you do end up in their you are likely to win and the only thing you can lose is your original SCC fee.

donutheadhomer

Liameter wrote: »

I was giving a best case scenario (e.g. Northern Ireland). European law only gives 2 years to make a claim.

thats not quite correct - apple advise a minimum of years years. on an expensive product like this one you should expect it to last a lot longer than 2 years

Where was this product bought? The retailer is responsible under EU consumer law. You need to discuss making anEu Consumer Law claim with the retailer to get this repaired.

I've had this issue previously on a 3 year old imac and retailer harvey norman sent product back to compuB for repair. CompuB sent me an eu claim form from apple and repaired it for free.

YOU need to mention EU Statutory Waranty though as apple/retailer will not be willing to inform you of this.

http://www.apple.com/ie/legal/statutory-warranty/

Blinked_Missed It

I've just had this happen to me today on 1 of my Macbook Pro 2.2ghz Santa Rosa's. nVidia 8600m gt. This happened last year to my other MBP, same exact model. That one had the logic board replaced via Compub but in spite of a 20 minute call to Apple today (mostly just on hold but the agent was waiting on a senior advisor) they've said no repair. I was not told last year I should get this, then running, MBP repaired before the 4 year limit was up.

Can anyone tell me, or even better post up here, the notification Apple gave to its customers when it knew about the defect and advised them to take action within the 4 yr period. I don't remember getting any notification of them acknowledging a fault existed. I'll be calling them again tomorrow to further it.

donutheadhomer

Blinked_Missed It wrote: »

I've just had this happen to me today on 1 of my Macbook Pro 2.2ghz Santa Rosa's. nVidia 8600m gt. This happened last year to my other MBP, same exact model. That one had the logic board replaced via Compub but in spite of a 20 minute call to Apple today (mostly just on hold but the agent was waiting on a senior advisor) they've said no repair. I was not told last year I should get this, then running, MBP repaired before the 4 year limit was up.

Can anyone tell me, or even better post up here, the notification Apple gave to its customers when it knew about the defect and advised them to take action within the 4 yr period. I don't remember getting any notification of them acknowledging a fault existed. I'll be calling them again tomorrow to further it.

http://support.apple.com/kb/TS2377

you should also mention EU consumer law and that you seek to make such a claim with consumer law.

Blinked_Missed It

EurasianBadger wrote: »

http://support.apple.com/kb/TS2377

you should also mention EU consumer law and that you seek to make such a claim with consumer law.

Thanks for the link, will do regards the EU consumer law, once I've researched its ambit and limitations. One thing interested me on that page you linked to (lets just say I have a slightly legal mind). It states

"If your MacBook Pro is exhibiting any of the symptoms listed above, please take it to an Apple Retail Store or an Apple Authorized Service Provider (AASP) for evaluation".

That statement, it could be argued, is also implicitly stating 'if it is not exhibiting any of these symptoms, do not take it to an Apple Retail Store or an Apple Authorised Service Provider (AASP) for evaluation". Or at the very least there is no need to do so which may have the effect of leaving the customer with an inherently defective product without recourse if the symptoms become apparent only after a 4 year period since purchase.

To be equitable it should read akin to "if you have purchased a macbook pro with an nvidia chipset (define chipsets effected and manufacture time frame) bring the laptop to an Apple Retail Store or an Apple Authorised Service Provider (AASP) for evaluation within a 4 year period of its purchase"

I'll play with them tomorrow.

donutheadhomer

Well I suppose it could be said that if you are experiencing issues with any product from any company - a good thing to do would be report it to said company and follow their steps to getting it investigated. In this case it would be advisable to bring you computer to aasp for investigation and complain it should last longer than 4 years - regardless of Apple recall programmes. As I said above, the 2 years is a minimum.

Blinked_Missed It

EurasianBadger wrote: »

Well I suppose it could be said that if you are experiencing issues with any product from any company - a good thing to do would be report it to said company and follow their steps to getting it investigated. In this case it would be advisable to bring you computer to aasp for investigation and complain it should last longer than 4 years - regardless of Apple recall programmes. As I said above, the 2 years is a minimum.

True, if anyone is experiencing issues with a product, take it to the manufacturer. That is where the product is stated as fit for purpose and/or of merchantable quality, depending on the argument. But thats not the case here. This is a known defectively manufactured product where the manufacturer of the end product (not the component supplier nvidia) is stating there is only a need to approach and investigate if a defect is apparent to the consumer.

Its a response from Apple based on costings, not to ensure the consumer has purchased a product free of such a defect capable of rendering it not fit for purpose. Its almost a shame the issue didn't involve a an overheating risk like Sony's TZ recall where everyone would be entitled to a repair or replacement on dangerous defect grounds..

nicknackgtb

It should be like a car, if they know there's a defect there should be a recall on these models, not that whole 4 yrs bulldung. You have statutory rights, look it up on citizens information, ring apple again until you find a decent person that understands.

donutheadhomer

nicknackgtb wrote: »

It should be like a car, if they know there's a defect there should be a recall on these models, not that whole 4 yrs bulldung. You have statutory rights, look it up on citizens information, ring apple again until you find a decent person that understands.

thats provided that Apple are the retailer here

whiterebel

Blinked_Missed It wrote: »

True, if anyone is experiencing issues with a product, take it to the manufacturer. That is where the product is stated as fit for purpose and/or of merchantable quality, depending on the argument. But thats not the case here. This is a known defectively manufactured product where the manufacturer of the end product (not the component supplier nvidia) is stating there is only a need to approach and investigate if a defect is apparent to the consumer.

Its a response from Apple based on costings, not to ensure the consumer has purchased a product free of such a defect capable of rendering it not fit for purpose. Its almost a shame the issue didn't involve a an overheating risk like Sony's TZ recall where everyone would be entitled to a repair or replacement on dangerous defect grounds..

No, your contract is with the seller, not the manufacturer.

Blinked_Missed It

whiterebel wrote: »

No, your contract is with the seller, not the manufacturer.

Thanks for the response but while he retailer is responsible for resolving an issue brought to its attention at 1st instance where the retailer cannot perform (rather than refuses) this function (technical expertise etc) the manufacturer will be found ultimately responsible. With respect to a defective product the end manufacturer, component manufacturer, all the way back to base mineral supplier and refiner may be joined in suit for liability where each in the chain denies sole liability or asserts contributory liability on the part of another in the chain. A contract with a retailer for a negligently manufactured product does not absolve the manufacturer of that product from liability to the end consumer. If it were so when a retailer folds the consumer would have no legal method of redress. nVidia have accepted liability for negligently manufactured substrate. The existence or otherwise of a contract with a retailer is not relevant in this particular situation.

whiterebel

Blinked_Missed It wrote: »

Thanks for the response but while he retailer is responsible for resolving an issue brought to its attention at 1st instance where the retailer cannot perform (rather than refuses) this function (technical expertise etc) the manufacturer will be found ultimately responsible. With respect to a defective product the end manufacturer, component manufacturer, all the way back to base mineral supplier and refiner may be joined in suit for liability where each in the chain denies sole liability or asserts contributory liability on the part of another in the chain. A contract with a retailer for a negligently manufactured product does not absolve the manufacturer of that product from liability to the end consumer. If it were so when a retailer folds the consumer would have no legal method of redress. nVidia have accepted liability for negligently manufactured substrate. The existence or otherwise of a contract with a retailer is not relevant in this particular situation.

Are you saying any product, or just this one? If you have a problem with a product that you have purchased, you deal with the seller. That is who you have the contract with, not the manufacturer. if Apple refuse to go over the four years with the one above, I'd bring the seller to the SCC.

donutheadhomer

whiterebel wrote: »

Are you saying any product, or just this one? If you have a problem with a product that you have purchased, you deal with the seller. That is who you have the contract with, not the manufacturer. if Apple refuse to go over the four years with the one above, I'd bring the seller to the SCC.

correct. If your seller refuses to repair/redress under EU Consumer law then you need to assert tour rights in court.

whiterebel

EurasianBadger wrote: »

correct. If your seller refuses to repair/redress under EU Consumer law then you need to assert tour rights in court.

Its not EU consumer law in this country as the Government didn't implement the 2 year timeframe. Instead your rights in this country are covered by the Sale of Goods and supply of services Act, which provide better protection, apparently.

donutheadhomer

whiterebel wrote: »

Its not EU consumer law in this country as the Government didn't implement the 2 year timeframe. Instead your rights in this country are covered by the Sale of Goods and supply of services Act, which provide better protection, apparently.

well that then

Sad Professor

Ireland is considered to be in compliance with the EU directive re: the 2 year timeframe, so if the machine is under 2 years old, quoting the 2 year EU guarantee should be enough when dealing with Apple. You should only have to bring in the SoGaSS Act if the machine is over 2 years old or if the issue doesn't fall within the minimum protection required by the EU directive. Though in that case you're probably going to have to make a claim via the small claims court to get any satisfaction from Apple.

The great thing about the EU guarantee is that Apple have been forced to acknowledge it and outline it on their website. So they can't act dumb about it.

BostonB

What has any of this got to do with a 4yr + old laptop?

K.O.Kiki

nicknackgtb wrote: »

It should be like a car, if they know there's a defect there should be a recall on these models, not that whole 4 yrs bulldung. You have statutory rights, look it up on citizens information, ring apple again until you find a decent person that understands.

There was a recall though (of sorts) -- nVidia's manufacturing defect was found out, Apple (alone of all manufacturers IIRC) offered replacement motherboards for a few years.

Sorry your machine didn't break until now, mate :-/

Sad Professor

BostonB wrote: »

What has any of this got to do with a 4yr + old laptop?

Nothing, but Irish consumers are so confused about their rights that anytime the issue comes up it's necessary to have a big debate about it.

BostonB

I don't think it was just Apple. Apple, Dell extended their warranties to cover this fault (Nvidia GFX Chipset ) for the expect life of the machine, which they set as 4yrs. I'm not sure if HP or others did the same though. You can't fix this chipset. Even if they replace it, the new part will have the same fault.