The Mac Experience… so far, not great.

I want to like it, I really do!

I want those people who raised their eyebrows when I mentioned the “A” word (Apple), to see me having a good experience.

But so far, it has been difficult to do this.

When people walk past and see a brand new MacBook Pro in pieces like this…

MacBook Pro in pieces

… they just shake their heads and smile smugly to themselves.

Don’t get me wrong, it is a beautiful piece of hardware. Great to use, nice to touch, and pretty sweet looking. But there have been problems.

We only bought 5 computers, but so far, at least one of them (mine as luck would have it) has been faulty from the factory. Neither the keyboard backlight, or screen brightness respond to changes in ambient light. I suspected that the ambient light sensor was faulty, and would need replacing.

Got Apple Care on the phone, went through their diagnostics checks, and the helpful gentleman on the phone agreed with my summation, and was going to get a tech to come and fix it. A date was locked in. Maybe, I thought, this was going to be a happy experience afterall.

Day comes that tech is booked for, and I receive a phone call asking if they can change the day. This isn’t ideal, and a little disappointing, but at least they called. We rescheduled for today. Tech arrived on time (to the minute) with a couple of boxes… looking good. Boxes contain: top cover and motherboard. Huh?? The top cover is the actual base of the machine, that includes the keyboard and what everything mounts to. Nothing at all to do with the ambient light sensor.

Tech guy was skeptical as to whether this would fix the problem, but went ahead anyway. Can’t hurt, right?

Wrong!

One and a half hours later, the new motherboard was in. It took so long because almost every internal screw that holds the thing together was a different shape and size. Each time the tech had to carefully choose the correct implement to prevent stripping the screw head.

Press the button to power the machine on and…. nothing. Nada. Zilch. No signs of life. Try unplugging everything from the motherboard, plugging back in again. Still nothing. Connect to power source. Nothing.

Replacement motherboard pronounced dead on arrival .The replacement motherboard that is. The one that we didn’t really need in the first place. Two and a half hours later, with the original motherboard back in place, I again had a working computer. With the original problem not fixed.

So tomorrow it is back on the phone to ‘Apple Care’ to jump up and down a little.

I’ll keep you updated of the progress!

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2 Responses to The Mac Experience… so far, not great.

  1. Talia says:

    Could you go to an Apple Store to get it fixed? Such a shame you’re having a bad experience. 😦

    • myr221 says:

      I could… but I believe that’s not my responsibility. I’ve bought a brand new product, with extended Apple Care warranty. Why should I have to go out of my way to have it fixed?

      Incidentally, as an update:

      I hadn’t heard anything by yesterday, so I called Apple – who had nothing on file about the original problem.

      30 minutes of back and forth later, they told me I couldn’t have the original supplier as a repairer, as they were too busy.

      During that call, I missed another call from the original supplier (Computers Now), calling to organise a time to repair!

      THEN, I had another repairer call to ask if they could repair it that afternoon!!

      Complete disorganisation…

      CompNow are booked in on Tuesday to fix it (again). If it isn’t right this time, there will be weeping and gnashing of teeth!

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