Alas, all continues to be not entirely well in PowerBook-land. Yes, last month’s catastrophic system failure mysteriously fixed itself, and yes, some of the problems I initially complained about in early June have been solved… but some are back, and there are some new ones as well. In particular, ever since I got the computer back, it’s been experiencing a rather annoying glitch whereby Mail isn’t saving my outgoing messages properly. Not to mention continuing core-app crashes, UI glitches, and erratic sleep behavior.
I’ve been planning for a while now to take my computer back to the Apple Store, but today I finally wrote up my latest manifesto listing and explaining the problems — and demanding a real solution this time — so I’ll be taking it, and the letter, in tomorrow morning. Here’s the money quote:
Although the problems appear software-related, I believe they are caused by some physical defect of the computer, not the operating system or software, and I do NOT believe they can be solved by simply erasing the hard drive, reinstalling the OS, and/or otherwise tinkering with software settings. I say this for a couple of reasons. First and most obviously, the problems picked up right where they left off after the hard drive was erased and the OS reinstalled last month. Given how stable Mac OS X normally is, it seems highly unlikely that a freshly installed copy of the OS would develop such severe problems so quickly. Nor did I install any unusual applications that would be likely to “poison” the OS in some way. Secondly, during the times when my computer was in repair, I used a bootable clone of my hard drive to run my system on another computer (my wife’s old iBook), and although it was slow (it’s a G3 with 500 MHz), none of these problems occurred when I was using the same OS, and the same set of programs, on a different physical machine. So I think something is wrong with the machine itself, and unless we can pinpoint what’s wrong and fix it, I think the time has come—this being the fourth repair in 12 months, and the third in less than six weeks—to consider replacing the unit. …
I don’t meant to be picky or rude, but I don’t think it’s unreasonable to expect a professional computer of the PowerBook’s caliber, with a world-class operating system like OS X, to perform without these sorts of frequent, Windows-like glitches. I bought the AppleCare warranty so that I could depend on the functionality of this computer for at least three years, and yet here I am, halfway through the life of the warranty, bringing it in for the fourth time—and several of the very same problems remain unresolved from the first of those four repairs, back when the computer was barely six months old. (And in several cases, the problems actually started when it was only two or three months old, in March or April 2006.)
The full text of my letter, detailing all the problems, is here. A couple of them may seem like small potatoes, but remember the big picture: this computer hasn’t been working right — I mean really, entirely right — since, well, ever, or at least since around March 2006. (I bought it in January 2006.) And I’m sick of having it be gone for a week-and-a-half, only to come back half-fixed, if that. So I don’t think I’m being unreasonable here. I didn’t pay $2,500 for a top-of-the-line PowerBook that’s as buggy as a crap-ass Dell or Gateway, and I didn’t pay $350 for a warranty so they could not fix the bugs and glitches. If they can’t actually get my damn computer working properly, then I want a new one.
Anyway, suggestions are welcome.
P.S. If anyone reading this blog has any pull with Apple, and wants me to send them the referenced video clips and additional files, as well as the original version of the letter (with my address and phone number not redacted), just shoot me an e-mail at brendanloy [at] alumni.usc.edu. :)
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Categories: PowerBook Problems
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July 12th, 2007 at 8:21:45 pm
Now I’m concerned about buying an Apple for my college-bound daughter. I’ve always had issues with my ipods. Would you still recomend Apple?
July 12th, 2007 at 8:22:09 pm
I had similar situations three times in the past, and both times the computer was replaced (yeah, I should have learned by now. Just always get AppleCare.) I’ve never tried going through an Apple Store, so I don’t know if they can issue a replacement there. They always insisted on doing my exchanges via mail, for some reason I could never get anyone to simply replace the unit at a local store. I probably would suggest first calling the AppleCare number and just keep asking for the ‘next up’ until someone agrees to the replacement. At least then you avoid too much driving.
Of course, avoid getting pissed and always be polite, but somehow I don’t think that’ll be an issue for you ;-).
Incidentally, they replace computers with a comparable BRAND NEW unit, so you’d be getting a MacBook Pro.
July 12th, 2007 at 8:22:12 pm
If you weren’t so stridently partisan about the Apple thing, I wouldn’t be teasing you right now, but hmmm, what’s the word I am looking for? Oh, that’s right, schadenfreude. ;-)
July 12th, 2007 at 8:49:41 pm
Speaking of computers…
The Atlantic Monthly has republished an article by James Fallows, “Living With a Computer” that he wrote in 1982. It’s a fun read. For some it will bring back memories. For others, it will be like reading of the time your grandfather got his first automobile.
A sample:
“The process works this way. When I sit down to write a letter or start the first draft of an article, I simply type on the keyboard and the words appear on the screen.”
or,
“You have to understand, they told me, it can take five or ten minutes to load a long draft into the computer from tapes, whereas a disk drive (which would add a thousand dollars to the cost) could do the job in seconds.”
July 12th, 2007 at 9:18:53 pm
Brendan,
Some old fashioned complaining can never hurt. Alex is right. A friend of mine was having tons of problems with his powerbook a few months ago and after repeated trips to the Apple store he finally flipped out. He wrote to Apple explaining his dilemma and said he was happy with the service but frustrated with not being able to “enjoy his computer to it’s fullest abilities.” They wrote him back telling him to go to the Apple store again and bring his defective computer. They transferred everything from his powerbok onto a brand new MacBook Pro and tossed in a wireless keyboard and mouse for the trouble.
Since you have Apple care (wise choice) you have access to phone support. Call them and “bitch” them out. Read them the riot act but do so in a polite way. Good things might just happen.
July 12th, 2007 at 9:21:56 pm
Oh…
And I hope it gets worked out. I know how frustrating it can be to not have a computer.
July 12th, 2007 at 9:34:55 pm
Well, I just got off the phone with a very nice guy from Apple Phone support since I was having some issues in setting up my AirPort Extreme. The wait on hold wasn’t too bad (probably 10 minutes or so), and the MacBook Pro started recognizing it pretty quick. The desktop PC took a bit longer, and the Apple guy helped out with that, too.
So far, so good as far as tech support with Apple goes for me.
July 12th, 2007 at 9:37:49 pm
Jay…
Did the light stay “amber”?
That’s what happened when I set mine up.
July 12th, 2007 at 9:53:47 pm
The light stayed flashing Amber. Apparently, when I installed the AirPort software on my PC, it didn’t just automatically notify me that it needed a firmware update.
Tech got on the phone, worked thru to get to the install of the firmware update and a couple of double computer restarts, and then getting Bonjour installed on my PC so that the wireless would work in printing from my PC (it worked instantly with the MacBook Pro).
Everything up and going, sitting in the living room on the MBP working away.
I’m still working on the getting comfortable bit. I know software installation should generally be super easy on this machine, but I just don’t know yet.
I did get FullTilt Poker installed and working though, so that’s a plus.
July 12th, 2007 at 10:36:08 pm
If you really want to get a new PowerBook, just take a sledgehammer to it. Worked for this guy:
http://consumerist.com/consumer/top/apple-gives-macbook-smasher-a-new-macbook-274740.php
July 12th, 2007 at 10:50:29 pm
Heh. Thanks for the link, Lisa, that’s awesome.
Burkeman, can I get back to you after this situation is resolved? At the moment, I would say yes, I still recommend Apple, because when their computers work, they work better than other computers; they don’t break any more often than anyone else’s computers; and when they do break, Apple is generally quite good at making its customers happy. It’s that third point, though, that hangs in the balance depending on how this is all resolved.
July 13th, 2007 at 8:34:06 am
You should send your letter to the top dog, Steve “Enter my Reality Distortion Field and drink the Kool-aide” Jobs.
July 13th, 2007 at 10:58:16 am
Burkeman, I’ve never had any serious issues with Apple. Though at the moment I do have a dead pixel on a 23″ cinema display that I’ve yet to actually bother to deal with… Be that as it may, I’d say they tend to be good solid computers, just get Apple Care. It tends to be worth it, especially on a laptop. They tend to get rather hot and do tend to have more difficulties than desktops.
July 13th, 2007 at 6:22:27 pm
Brendan - there appears to be a technical term for the Apple computer that you bought …
It seems it’s a lemon !
In your Bar studies, have you come across anything on Lemon laws that might help you with your Apple problems ?