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Sunday, August 20, 2006 9:41 PM PT Posted by Harry McCracken
My Macbook: Still Ailing
I don't think anyone reads this blog to keep tabs on my own personal repair problems with my own personal PCs. But given how favorable my review of Apple's Macbook was, I kind of feel obligated to report back on the ongoing woes I've been having with the one I bought.As I mentioned before, my machine started overheating and shutting down, which caused Apple to replace its motherboard--but the random shutdowns continued. (Actually, they seemed to get even more random, since they no longer seemed to be triggered by excessive heat.) Then, yesterday, the system started hanging on bootup. So I went back to the Genius Bar at my local Apple Store once again.
The Genius who helped me identified the bootup problem as stemming from a security update gone awry, and reinstalled Tiger, which fixed it. (Are there other computer stores that'll reinstall your OS on the spot for free? If so, I'm impressed.) For the unexpected shutdowns, however, he said he'd need to hold onto the system.
Like a good doctor or a good car mechanic, he also noticed a sympton of trouble other than the ones I'd come to him for--it takes a surprising amount of force to insert a DVD into the notebook's slot-loading optical drive. He said they'd take care of that, too.
I said that my motherboard replacement had left me without a Macbook for an alarmingly lengthy three weeks; he said that this work should take a week to ten days. Unlike the previous repair, this one apparently involves shipping out the computer to an offsite repair facility.
I'm still stuck in the situation I've been in...delighted with the Macbook when it's working; frustrated that it's got got troubles; impressed with the Genius Bar experience. If this round of repairs solves the shutdowns I'll be relieved...and if it doesn't, I'll be asking just how many times a new Macbook fails until they decide it's a lemon and replace it rather than trying to repair it.
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"But given how favorable my review of Apple's Macbook was, I kind of feel obligated to report back on the ongoing woes I've been having with the one I bought."
It is very much appreciated; please continue.
Mr. McCracken
Did you ask for a replacement Macbook? After your experience, it seems you should. I can understand your reluctance at a Genius Bar to mention you are Editor in Chief of PC World (assuming 'your' Macbook was NOT a 'gift' or 'demo' unit). In any case, I cannot imagine you would NOT demand a replacement, as any sane consumer would in ANY rare 'lemon' situation such as you described.
In any case, your positive comments about your 'first' Macbook don't make any sense. When did you recieve it? Is it one of the first production units? The date of your post suggests it might NOT be. Which is it?
Have you given Apple a chance to do right by you by demanding your rights as a consumer? Apple often exceeds such expectations with individual consumers, particularly in extremely rare situations such as yours.
Considering you are an average, highly demanding, individual consumer, has Apple been given the chance they deserve to do right by YOU?
The problem is that what is being described is not rare situation.
Dear Mr. McCracken,
The following is a summary of an OPEN letter I sent to Apple regarding my MacBook, which turned out to be a lemon:
I am the IT Product Manager for a large 2500-employee AV technology company with offices in the US and overseas. In my role, I specify and recommend IT products to our more than 700 locations nationwide and international. Unfortunately, I will no longer be recommending Apple products based on my own personal experience.
This laptop has given me nothing but issues over this time. I can give you all the minute details over the phone, but basically it had been for repairs at least 5-6 times to replace the battery, hard drive, random reboot, discoloration on the plastic, SuperDrive, etc.
The screen began to flicker constantly and I was about to take it to my local Apple store when my wife accidently spilled water on the keyboard. Because of this, AppleCare won't cover it and want over $1000 for repairs. Mind you it was already defective.