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How Apple REFUSED to fix my $5000 MacBook Pro – PART 2
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#Apple #CustomerSupport #MacBookPro
So about two months ago on september. 28th i made a video called how apple apple refuses to fix my 5000. Macbook pro.
And the intro to that video was this and there we go another kick. You crash computer is unresponsive okay fans. Thank you okay.
So my might would pro is plugged in and it’s not charging power. Source or adapter battery. Not charge.
Okay have a look at this so i’m exporting. A video. Okay exporting.
A video mac’s barely even usable writing an email anyways. So the clock is at one point five yards look at the part that’s strong it’s barely drawing any power. So this should be running it like three yards at least this is a four point eight garrett’s processor it’s running up one point six the usage is still there 25 30 it was even as high as a hundred the clock speed.
15. 16. And the power consumption is extremely low.
So it’s not drawing any power. It’s throttling. But a temperature this is 70 degrees.
And so the hardware is absolutely fine. And it’s now working as we would expect lewis rossman himself saw the video and left the comments and i’ve received so so many emails from you guys describing similar horrible customer support experiences that you’ve had with apple in the past. So yeah.
I think that speaks for itself as some of you might know i’ve made multiple videos in the past. Talking about many issues that i’ve been having with my personal. 2018 15 inch.
Macbook pro issues ranging from daily tea to crashes cpu throttling. Issues. Or the clock speed got stuck to one gigahertz or even 800 megahertz and it made the entire operating system basically unusable.
I’ve had keyboard issues battery. Not charging issues. Yeah.
It was a nightmare of an experience okay so quick recap. I bought a 20 18. Pretty much maxed out aside from the storage macbook pro in july 2018.
When it came out essentially and i started having those issues back in late august 2018 funny enough just exactly one month after i bought my macbook pro and right after my return period expired. So yeah. That was that was great however in that entire year.
I’ve kept track of pretty much every time an issue occurred. I’ve had gigabytes of screenshots videos photos crash logs so yeah much more than any normal consumer would normally have now apple does not have a laptop loan policy. What i mean by this is that if you have an issue with a macbook pro.
Or any apple device you take it to the apple store they take it away and then you get it back in one to two weeks or so or however long it will take them to fix your device since my momma pro was my main machine from where i was doing all of my work you know running the channel and my company. I just couldn’t be without. It’s even even for a week that’s like huge for me so i just didn’t take it to the apple store.
I dealt with a day. We do crashes.
I even lost an important work just because i couldn’t be without my computer for a week or two. But then back in may to june of this year. I started having a very serious issue so the cpu throttling issue long story short.
We’re like i said before the cpu itself was randomly running at very very low clock speeds of one gigahertz or even 800 megahertz in some cases and video exports took ages renders dictators as well and the entire computer was basically unresponsive entirely. So that is when i decided to take it to the apple store because i finally had enough so i took it to the apple store and that was a nightmare of a situation first of all they didn’t accept any of my crash logs that i spent hours and hours over the past year to record and they did take it in for repair. But then after more than a week of being info repaired.
They brought it back without doing any work on it at all saying that i was a perfectly functioning unit. It’s just to let you know that we’ve completed all the testing on your machine. And i’ve been less running for over 48 hours and machines still powered on we’ve not been able to replicate the issue since we’ve done the erase for the machine.
And so the hardware is absolutely fine. And it’s now working as we would expect after all. The stress tests have been applied to it at this point.
My blood was like i was incredibly frustrated. So i called another a senior applecare advisor. Who told me that if the genius bar.
Didn’t find any issues it means that well they’re not there at that point. I was speechless like how would you even respond to that so i called the apple cure number again and i was assigned to a different apple care senior advisor this time it was someone called chris and he was actually great so he told me that he would take care of the situation. He asked me for the logs which i’ve happily sent over and then he ghosted.
Me that he wasn’t responding to my emails or my phone. Calls literally nothing. And that’s when i made that video.
I was extremely frustrated and fed up with all of this so i made a 28 minute video detailing all of the behind. The scenes stuff. Emails voicemails everything is included in this video.
So like i said. I’ll leave that video linked here so you can watch it and see the full story for yourself. But this is how i ended up that video bond is someone from apple’s pr team sees this video and to get in touch with me number two is that i spend another countless hours on the phone with apple.
Until i find one senior advisor or manager that can actually help and who’s also willing to help and the number three is icu apple. I have a broken computer that i still have apple cure for so it’s still in warranty and apple refuses to fix it or replace. It even though.
The issue is there which is illegal. So yes. There are basically three options the best case scenario was that someone from apple would see the video and contact me directly to get a situation.
Sorted the second option was basically the current situation where i would spend even more time and waste. Even more time chasing apple to get a sorter than you know keep running around in circles. And you know nothing happening.
And the third situation was a third option was just going the legal route and since that video in september. I’m glad to say that i can finally make part two because a lot of things have happened in the background and apple has actually reached out so i posted that video on a saturday and i believe monday or tuesday. Actually tuesday the week after apple already reached out to me.
Which was a pretty unexpected. So yeah. I really do appreciate that unfortunately.
I can’t really go into too many specific details at this point. And i’ll see you second. But what i can say is that someone from apple’s executive relations team got in touch.
This is actually the team that handles communications from tim cook. Himself phil schiller.
Himself so if you send an email to them. It’s very likely that someone from apple’s executive relations team will get in touch. This is also a team that if there is a big scandal with apple such as i don’t know keyboard issues throttling.
You know lawsuits basically pr scandals. The executive relations team is the one that usually gets in touch with the media and tries to resolve this issue. Now the person that got in touch didn’t really say that he got in touch because he saw the video.
He didn’t phrase it like that he said that he actually got in touch in order to help me solve my issue with my macbook pro. But i’ve asked him if you’ve seen the video to which responded that yes you’ve seen the full video. So thank you honestly i really appreciate how fast apple has responded thank you okay so what happened next well we do have a phone call and the apple executive relations team tells me that we will get it sorted and that a senior apple advisor.
Which is more senior than the previous ones apparently will take over this entire case. Which he the apple executive relations person would personally monitor now i cannot really give out any details unfortunately any specific details or even showed emails because they actually had a privacy note. This time so yeah.
I cannot share them for legal reasons. But i’ll explain how everything unfolded. The best way i possibly can so the senior advisor gets in touch with me.
We had a phone call and during the call. He immediately asked me about my issues like from scratch as if he hasn’t seen the video. So i asked him if he actually saw the video to which he said no he also told me that he won’t watch it because he wanted me to run some fresh logs and approach the situation from ground zero.
Okay. I was obviously not okay with this because i spent more than a year documenting all the crashes and all the issues that i’ve had only to be told that i have to do even more diagnostics. But of course that i agreed to it because honestly i just wanted this whole situation sorted out as soon as possible so he requested me to download an apple diagnostics tool.
Which by the way is different from the system diagnostics that anyone can run drink startup. I think she holds d to run that this was an app. A tool called the apple capture tool and it let me send apple entire system logs since the os was installed this way they could actually see all the t do crashes that i’ve had since i reinstalled the os.
But there is one problem here you see back in july. When i took my macbook pro to the apple store that’s when they didn’t do anything to it by the way they did ask for permission to raise my computer and reinstall the os so since they’ve done that the logs were actually only from late july 2019 so it didn’t include all the logs that i personally kept track of but still i had plenty of crashes. Luckily since july so i was still confident that this will sort out you know this will sort of the entire situation these locks.
So i ran the tool. I sent him all the logs. Which he had sent over to the engineering team.
And this is what the engineering team told me they said that the bridge os t. The crashes seem to have been caused by three third party apps dividers play google drive file stream and the intel power gadgets. Which again i had no words if they simply watch my video.
They would know that i did have bird rush crashes on a fresh os install as well with no third party apps installed. So yeah i literally tried everything this was a hardware issue and they kept saying that no. It was software related instead.
Yeah. At this point. My new senior apple care advisor told.
Me that we would need to uninstall those apps. And wait until it crashes again to send over some more logs now. I did tell them that yes well i can easily uninstall.
Do i display an dental sport gadget. Since i don’t really need those on daily basis. I would not be able to uninstall google drive file stream.
Because you know we use that for work every day here in the office. We have that installed on all of our machines by the way same for until poor gadgets and we haven’t really had any issues with other machines by the way apple.
So obviously this was making me frustrated again it felt like we were not going anywhere. So i asked him to move on to the other issues. Which were also very serious.
The second issue of being the cpu throttling. Then my left shift key was not working by the way and the battery was occasionally not charging in the first video. I did talk about how i believed that a crash is the cp throttling and the battery.
Not charging were all related and i still think they are like a lot of the times. The cpu was barely drawing any power which would explain the battery not charging the crashes and also the throttling anyway. The senior applicator visor had told me that they would need to go through the issues in order and soared him one by one so td crashes first followed by the throttling followed by the keyboard and followed by last.
The battery not charging yep you can probably tell how annoying and frustrating this whole situation was and guess what it was far from over as i told my new senior applecare advisor that i needed the google drive photo stream for work he then asked me to make a new partition reinstall. The os on that partition and use it with no apps installed until it crashes. So yeah if you know me in real life you know how insane my schedule is and honestly i don’t have time to waste.
Just like that like i wasted so much time with this whole map wipro situation. Keeping logs and it seems like i had even more tests to do and he has trust me i have asked for a forced repair or a replacement unit. But i was denied both because they wanted to do some more tests.
So i said okay i dedicated a saturday to literally just doing this. It wasn’t easy messed up my schedule. So um.
Thank you apple anyways. I made a new partition. I reinstall the os and i had no apps installed literally nothing and i just do safari it is browsing safari with none of my apps installed.
I worked on a few scripts so i could at least do that and luckily a few hours later. It crashed okay. This is on the brand new account.
Nothing installed joe details did you crash let me copy this len evil love into my icloud. There you go brand new notes. Cancel paste 0.
9. 49 50. Water there you go and i couldn’t even be happier.
Like finally. I got a fresh log on the latest version of mac. Os.
With my macbook pro crashing on a fresh os on a fresh partition when nothing installed like i was sure that there we go. This is this is that this was solve the entire situation. And i would get either a new logic.
Board or a replacement unit immediately or at least. So i thought so i’ve sent over the logs. Which then got sent over to the engineering team again and i also had some fresh videos.
Luckily of a macbook pro even crashing in the videos. So you could also see that and also some fresh logs that i’ve manually taken screenshots of as well and when y applecare. Senior advisor got back to me.
He told. Me that the insuring team found that until poor gadget was causing the crashes hmm. Which wasn’t even installed in the first place.
Obviously. I still had access to my main partition and until port gadget was still installed on that partition.
But it wasn’t even open on the new partition. I could even launch it from the new partition anyways like it was instantly crashing and i was getting error messages. So yeah.
It wasn’t launching because it wasn’t installed on his new partition. So the fact that until port gage was crashing causing the crashes. That’s just it doesn’t make any sense.
And it’s also technically impossible for that to be the case and then to top this all off my senior apple care advisor told. Me that we would have to book the macbook pro in the store again to run some more tests at this point. I was defeated frustrated exhausted.
And yeah as you can see this whole situation felt like a big troll towards me completely disgraceful and an entire waste of time so i told him that i just cannot do this anymore. If he wants it back into the store. He needs to give me written proof that my logic board will be replaced immediately as i’ve done all the tests that i’ve requested and they all pointed towards this being a hardware issue plus.
I had gigabytes of crash logs that i’ve recorded over past year. And this was still just the first issue out of those four yes we haven’t even been talking about my three order issues yet. My cpu throttling my keyboard and my battery just recording this video now makes me remember how insanely stressful extremely stressful and time consuming this whole situation was he then told me that he wouldn’t be able to promise me that they’ll replace the logic board.
Yeah to which i have requested a replacement unit again and he told me that he’ll have to get the permission from the apple executive relations person that got in touch with me in the first place as he was supervising the whole case in order for him to do that so yeah did i waited. I believe i waited for an entire week without hearing anything back as the apple executive person was relations person was actually on holiday at that point so i’ve sent him a long email afterwards. Which you can see here.
Because actually i can actually sure that because i sent him that email. So there we go feel free to pause. The video and have a read.
But i was pretty much explaining to him everything that i’ve done in order to get a situation sorted all the tests the logs and everything that apple has requested me to do and yet i was constantly being pushed around and asked to do even even more tests into what was essentially a never ending cycle. I mean they were going to send me back to the apple store. Which was literally the reason.
Why i got in touch in the first place because they didn’t do anything at the apple store yeah. This was on october 29th. Almost an entire month after i’ve been contacted by apple after seeing my video.
And yeah. Almost a month after this issue was not sorted. I mean keep in mind that this is the apple executive relations team they should have sorted this in like what a week max and me like a month.
Anyway. I request a replacement unit to him myself to which he told. Me that you’ll have to consult with his team.
Oh okay two days later on october 31st. I do a follow up since i didn’t hear anything back at his points and then on november. The 1st he asked me for the full specs of i’m apple pro.
Which was finally the first sign that he was indeed looking at a potential replacement units. So i sent him the specs that cost the invoice. Which he requested and then we had a call on tuesday november 2.
5. In which he confirmed to me that yes. I was going to get a replacement units finally apple like after one year.
And four months of my mac pro having issues. These were finally going to be resolved. It’s crazy anyway at this point.
I didn’t know exactly what specs. My macbook pro would have the replacement unit and i didn’t even want to ask like to be honest.
I just wanted this over i wanted a new unit that would work fine without any crashes. Any constants see if you throttling issues. I don’t really care about anything else as long as i had a unit that worked and yes.
I was hoping that this would be a 20 19 model. The 16 inch macbook pro has actually just been announced just at that point a few days before confirming that i would be getting a replacement units. And i was keeping my fingers crossed for a 16 inch macbook pro replacement anyway so i’m having this call on tuesday november 2.
5. And after the call that very evening. I reset my macbook pro and i fully packed it to be collected and yeah.
I was told that i would only receive the replacement unit once apple receives my main unit. So yeah i would essentially be without a macbook again for a while and i also said ok to this. Luckily.
I did have a old 2017 macro probe that i could just put all my stuff on in the mean time. So. That’s what i did.
But of course that this whole replacement process. Didn’t go. That’s muth.
As my macbook pro was only collected on november 2 12. So another week later and i only receive my replacement units close to another week later after that on november. The 18th which means that i was without my personal map row for another two weeks.
Great so finally i got the new macbook pro and before opening the box. We were actually placing bets here in the office as to which replacement model. This would actually be what specs will actually have usually apple does send over brand new units.
Which is what i was of course hoping for since the 20th ii model was no longer being manufactured. I was assuming that this would be a 2019 model now in terms of the specs apple. This tried to match the specs of a replacement unit as close as possible to your original unit.
So in this case. Realistically in terms of my expectations. I was expecting to get a 15 inch 2019 models.
So you know the 60 inch. One was out however the 16 inch. If you were to order one which actually did just for the review.
It was going to be delivered. I believe a week after my replacement unit was supposed to be received so yeah. That’s why i don’t think i would be getting a 16 inch shows at a.
Processor i was expecting the 23 gigahertz eight core i 9 processor widest one well the six core would have been a downgrade since it was only a two point six zero. Hertz. 6 quart shape from the.
29 that i had before on the 2018. Model and then the 23. Gigahertz.
I 9 was overall still more powerful than my 2018. Because that was eight cores convert to six cores that’s my 2018 was there is also a higher end. Option which was 24 gigahertz but i was obviously not expecting that tr nsito ram.
It’s pretty easy 32 gigabytes of ram same as i had before and then in terms of the gpu. The radeon pro 5 60.
X. Was my expectation again same gpu. As i’ve had before and one terabyte of storage same as before so yeah.
These were my expectations in the worst possible scenario. And it was also a really you know realistic scenario to be honest. The best case scenario would have obviously been the 16 triangle.
Pro. And let’s say. The middle scenario would have been the 50 inch bubble probe with a vega 20 gpu.
So a maxed out gpu because the difference between a vega. 20 gp. And the 560 ex that i had were pretty significant.
So you know i was routing for that as well my friends were all telling me that they were surely going to give me a 60 inch. My gopro at least. The vega 24.
All the trouble that i’ve been through and this is the model that it gave me so 15 inch by gopro 2019 so no 60. Inch unfortunately i gots the 24. Gigahertz.
Interesting enough eight core. I nine processors so yeah interesting enough they actually bumped it to the maxed out cpu 32. Gigabytes of ram.
So same as before gpu wise. Not a vega 20. And for chile.
So radeon pro 5 60. X. Just i got before and one terabyte of storage.
Just like i had before now interesting enough look me ani who if you don’t know who he is he has a youtube channel. He’s a tech reviewer uh. Just like you know i am.
He does a lot of mac related videos and he has an amazing channel. So i definitely recommend checking him out links in the description. But anyways he had a lot of keyboard issues and he actually had his 2016 macbook pro that was out of warranty with no apple care left on it replaced with a new 2019 model.
And he actually had the exact same specs that i got so literally. The same model also both models were actually manufactured in april 20. 1942.
Net for anyone that had a top of the line 2018 2017 or 2016. Macbook pro. Okay so in the end the case is closed my macbook pro has been replaced and i’m happy to say that i haven’t had any issues with this in the past two plus weeks and so i’ll be working fine software issue.
According to apple uh huh. So am. I happy with how this got resolved well yes and no so i’m happy that i did get the replacement unit.
And it’s also an upgrade over mind. It’s you know it does have two extra cores of processing power. So that’s great but having said that i’m very very unhappy with how long this whole process took like it took one year and three months four and a half months for this to get sorted since i’ve been experiencing issues or six months from the moment.
I contacted apple. I being in touch with them for six months over the phone store emails everything to get a sorter.
Which is an insanely long amount of time like that’s crazy even losing my voice because of this. But yeah i wasted so many hours over the past year taking the log and recording videos of crashes speaking to apple on the phone via email. Taking my backup role in the store.
All that in the end. This was a loss this was a loss for me the time that i’ve lost was more valuable to me than this replacement that i got and trust. Me apple lost even more than i did i mean at least financially so the video that i made in.
September it’s already close to 350000. Views at that the previous video that i’ve done about the cpu throttling issue that i was having. Which is close to 170 thousand views at that to the 2019 level.
Pro review in which i’ve extensively talked about my issues with 2018. That one is at 146 thousand views add that to my one hundred fifty eight thousand views that i got on my vega 2020. 18.
By gopro versus 560 x. 20. Micron.
Which again. I’ve talked about issues. As well and add that to the 250 270.
Actually tells and views that my november 28th. The shady truth. About apple’s mac pro video got in 2018.
And many many others and there we go. We now have over 1 million views way over 1 million views and all the recent videos that i’ve done in which i talked about all the issues that both myself and other consumers have had with a 20 18 macbook pro. If only one of those people decides not to buy a macbook pro.
Because of these issues that is already a loss for apple since because of their you know profit margins are actually pretty big on the macbook pros or you know any of their devices. Apples is more on someone not buying a macbook pro than sending someone a replacement unit or they’re also getting the previous fault unit back which they can obviously you know repurpose and repair and sell again and i can probably bet that out of those 1 plus million viewers. Most of which were unique viewers by the way way more than one person decided not to buy a macbook pro.
Because of these recent issues like i’ve seen hundreds of comments. If not even thousands about you know people saying that they’ll never buy a macbook pro again because of how unreliable this generation. Has been so it was a loss for apple from both a financial and a pr standpoint.
And it was of course a loss for me financially and timewise. Yeah. The fact that this wasn’t sorted much much sooner just beats me yeah.
That’s now it’s been it’s the whole take from this entire a situation is that apple’s customer support is bad like sorry. It’s nowhere near as good as people think. It is and again.
I’ve received hundreds of messages from you guys emails dms on twitter. Instagram pretty much everywhere on similar situations. That you guys have had with apple.
So yeah long story short don’t buy apple products anymore like if you really want apple products just get them off of amazon like honestly they have an amazing customer support outstanding. So just do that instead so yeah. Thank you for watching let me know the comments your thoughts on everything.
And i don’t know what else to say yeah. That’s been pretty much it so think of watching this is part two this is the final part of this situation. But i do want to make another video next year on something interesting somehow related to this so think of watching.
I’m daniel and i’ll see you guys in the next. One sid okay signing out cheers music. .
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