Did the guy at the genius bar just take the easy way?

Jux06 · Oct 31, 2006

i brought my mb in because its Rss has been getting really bad and the guy at the genius bar just Downloaded the firmware update no diagnostic or anything. I told him that i heard it might be a hardware issue and he said that was only in isolated cases and that this is what apple thought was the best solution.

Was this the best solution or was the guy just trying to get me in and out in 5 mins?

edit: forgot the macbook prefix

surfwax95 · Oct 31, 2006

What do you mean by "Rss"?

The news feed?

Jux06 · Oct 31, 2006

Random shutdown syndrome...sorry picked that up from a diff mac site

NanoBite · Oct 31, 2006

Jux06 said:
Random shutdown syndrome...sorry picked that up from a diff mac site

Here's a rundown on the firmware update you most likely received:

http://www.apple.com/downloads/macosx/apple/macbooksmcfirmwareupdate11.html

Noxian · Oct 31, 2006

Sounds like to me they followed Apples repair instructions instead of listening to hear say from a internet forum....

ExTrEmE · Oct 31, 2006

Well that update is to repair the problem. but i got a macbook replaced after the update came out and i experienced that problem and they replaced the heat sync anyways they also replaced a lot of parts

Jux06 · Nov 1, 2006

here say from an internet forum or common sense fixing a heat sink problem with a firmware update?

D3v1L80Y · Nov 1, 2006

Jux06 said:
Was this the best solution or was the guy just trying to get me in and out in 5 mins?

If the issue was resolved and taken care of, then yes, that was the best solution. The firmware update that he installed was created for just that problem. The proper way to offer tech support is to start with the smallest, easiest, and simplest thing first... then work your way up. You also have to understand that this person has more than likely seen the same issue before with other systems, all having the same exact symptoms as yours and he just knows that the firmware update is the best route to go as it has worked every time before. The length of time that a tech support person works on an issue or how long it takes to resolve an issue is irrelevant. What matters is if the issue was resolved or not.

alucard · Nov 1, 2006

I also have the shutdown problem with my wifes Macbook. I installed the update last night and i am waiting to see if it happens since sometimes it wouldnt do it for several days.

Noxian · Nov 1, 2006

D3v1L80Y said:
If the issue was resolved and taken care of, then yes, that was the best solution. The firmware update that he installed was created for just that problem. The proper way to offer tech support is to start with the smallest, easiest, and simplest thing first... then work your way up. You also have to understand that this person has more than likely seen the same issue before with other systems, all having the same exact symptoms as yours and he just knows that the firmware update is the best route to go as it has worked every time before. The length of time that a tech support person works on an issue or how long it takes to resolve an issue is irrelevant. What matters is if the issue was resolved or not.

My thoughts exactly

devast8or · Nov 2, 2006

my brother works for the genius bar, and said half of the time they have to do what apple instructs them to do and usually it involves just doing the simplest thing first then if i does it again they go to the next solution replaceing parts then if it still happens they replace machines...Its just a process they have to go through to make sure that they covered all the bases.

Did the guy at the genius bar just take the easy way?

Jux06

surfwax95

Jux06

NanoBite

Noxian

ExTrEmE

Guest

Jux06

D3v1L80Y

alucard

Noxian

devast8or

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