Response To The Letter I wrote To Cupertino

[Lifeisabeach]

Tech… that really wasn't necessary. The guy is obviously frustrated and feels like he's up against a wall.

Back to CoolCheech…

I'm briefly re-reading your posts. It's pretty difficult to follow it all since it's spread out over 3 threads, but apparently the problem resolved initially after resetting the PRAM, then later when the problem recurred, a reboot would fix it? Since Apple has replaced the motherboard once already and the problem sticks, this seems HIGHLY unlikely to be hardware. The chances that you got 2 defective motherboards back to back with the exact same defect is just quite slim. This continues to suggest to me that you have a software issue. If you have not done a complete and proper CLEAN install as I suggested… not a reinstall over an existing installation or a reinstall with importing of user files/apps, then you really should try it. Bellyaching that you shouldn't "have" to do it won't get the problem resolved, especially if it turns out that the problem really was some 3rd party driver/app and not Apple's fault. Until you try it, you won't KNOW it.

One other thing to try… if you have anything else plugged into your MacBook, and I mean ANYTHING, then unplug it all and see if you still have the issues with the headphones.

 

[technologist]

Tech… that really wasn't necessary. The guy is obviously frustrated and feels like he's up against a wall.

I think he's obviously something slightly different, but I'll tell you what: if his next post indicates any desire whatsoever to take any action beyond complaining in new and innovative ways, I'll apologize.

 

[Doug b]

I think he's obviously something slightly different, but I'll tell you what: if his next post indicates any desire whatsoever to take any action beyond complaining in new and innovative ways, I'll apologize.

I dunno man, I kind of feel for the guy. He has gone through all the proper channels, and though this isn't the place to get official answers, he's both venting and looking for other options beyond what he may be comfortable doing by himself. I'm sure he is capable of doing a clean install with instruction, but that doesn't mean he's going to feel safe or good about doing it, and I totally understand that.

I've met a LOT of people who are terrified of doing such things, even though they're "technically" capable, as intelligent human beings and such. And when I get to that point of where you're at right now, instead of getting into semantics with them, I just turn it off and ignore it. (this is actually a new thing for me, I don't want to stress out anymore if possible) After all, there are sure to be others who will be glad to head straight for the jugular with such issues, as well as genuinely try to help. So why bother if it's not adding anything but more tension at that point, ya know?

That said, CoolCheech... I totally get where you're coming from. It "should" work right out of the box, and I'm also of the opinion that this problem may very well not be hardware based considering the outcome. There is no harm in doing a clean install of the OS, and it won't take very long at all. This way, at least you have the personal knowledge that ALL basses were covered, and you'd also be able to give that info to Apple. At that point, I really think that a new computer would be in order IMHO.

Have you tried reaching anyone in the public relations department CoolCheech?

Doug

 

[Lifeisabeach]

One more thought I have... perhaps there's a firmware update available for manual download that should be re-applied? I'm at work so I'm not in a good position to look into that further at the moment, if someone wouldn't mind digging up some links.

 

[Lifeisabeach]

Meh... Nevermind, got it.
https://support.apple.com/kb/HT1237

CC... download and re-apply the EFI firmware update for your Mac, and SMC update if there is one. I'm working from a guess that maybe the wrong one was applied in the past, or it just didn't take right. Unlikely since the motherboard has been replaced, but still no reason not to do it.

 

[Lifeisabeach]

And one last thought/suggestion. Apple at one point concluded that the headset was faulty. Maybe it is, and it's sheer coincidence that the earbuds have the same problem. I'm skeptical, to be honest, but you really have to try a new pair to be sure.

 

[CoolCheech]

Thank you for backing me up on the issue. I know it's not an official Apple forum, but as this thread is on the whiney side they Apple Discussion Boards deleted the thread. How nice.

I have done 2 clean clean OS reinstalls, and Apple did one as well the first time they took the computer.
As far as the headsets go, I have 3. One being new Apple headsets which I mentioned earlier. When I recreated the headset issue in the Apple store the tech used his own headset to test it. Same result.

Looked at my system info, I'm on a MBP6,2 and it shows me this:
Boot ROM Version: MBP61.0057.B0C
On the firmware page it shows the latest version as: MBP61.0057.B0F
But it shows the description as:
"About MacBook Pro EFI Firmware Update 2.6
This update enables Lion Recovery from an Internet connection on MacBook Pro (Early 2010) models.a"

Just install it?

 

[Groovetube]

definitely try the software/OS fixes.

But I have been there with apple with a couple lemon machines. I have managed, twice, to get them replace it.

Couple rules.

Be polite, but firm.

Don't bullcrap.

Be polite.

Don't bullcrap.

I know it sounds obvious, and I don't want to imply that you'd be less than truthful. (but I heard a couple people I knew try to embellish things too much and that went horribly wrong) but those are the two golden rules. Don't disparage apple on the phone, be persistent, politely, and it should be resolved. Maybe not as fast as you'd prefer.

But these are computers, and big tech companies including apple can be frustrating.

 

[Lifeisabeach]

Thank you for backing me up on the issue. I know it's not an official Apple forum, but as this thread is on the whiney side they Apple Discussion Boards deleted the thread. How nice.

I have done 2 clean clean OS reinstalls, and Apple did one as well the first time they took the computer.
As far as the headsets go, I have 3. One being new Apple headsets which I mentioned earlier. When I recreated the headset issue in the Apple store the tech used his own headset to test it. Same result.

Looked at my system info, I'm on a MBP6,2 and it shows me this:
Boot ROM Version: MBP61.0057.B0C
On the firmware page it shows the latest version as: MBP61.0057.B0F
But it shows the description as:
"About MacBook Pro EFI Firmware Update 2.6
This update enables Lion Recovery from an Internet connection on MacBook Pro (Early 2010) models.a"

Just install it?

Yes… install the firmware update. There may be other fixes it provides, especially if there were any other updates between the two.

It does otherwise sound like you've done everything possible. If the motherboard isn't the issue, then the only other hardware component that it could be is the audio jack or cabling (if they are not hardwired to the board, that is). Apple does need to step it up and resolve this.

EDIT: actually you may not be able to apply that update. It says 10.7.3 is required.

 

[CoolCheech]

EDIT: actually you may not be able to apply that update. It says 10.7.3 is required.

Is there a way to find previous updates. Ones that have been introduced between what i have now v.s. the newest incompatible one?

 

[Lifeisabeach]

Is there a way to find previous updates. Ones that have been introduced between what i have now v.s. the newest incompatible one?

I first thought there weren't any, but I think I found one:
https://support.apple.com/kb/TS3423

And an SMC update:
MacBook Pro SMC Firmware Update 1.5

By the way, are you able to adjust the volume if you use the slider on the menubar's speaker icon?

 

[CoolCheech]

I first thought there weren't any, but I think I found one:
https://support.apple.com/kb/TS3423

And an SMC update:
MacBook Pro SMC Firmware Update 1.5

By the way, are you able to adjust the volume if you use the slider on the menubar's speaker icon?

Installed the SMC, but I can't install the other update. It says it's incompatible with my system.

There's no change though.

As for volume control, I can control the volume using the iTunes slider, or if I'm online YouTube's slider, or whatever programs slider I'm using. I can't use the keyboard volume control, Apple's header volume control, and sometimes the Output Slider in Sound Settings in System Preferences.

And I still get volume primarily from the left speaker. When I wear headphones the sound is balanced.

 

[CoolCheech]

So on around Aug.5th I went to use my computer and noticed that every time I hit a key on my USB keyboard I would lose the function on my USB mouse as well as my MBP keyboard and trackpad.

So I call Apple and after 5 minutes of me just talking I get transfered to the next level of customer support, in Australia which handles the Asian market. After a very very brief chat with the agent, he said I should have received a new computer a long time ago with these repeated problems. So after just about an hour of being on the phone while he checks what he's allowed to do in Japan, he sets it up to be picked up and a new one sent. I confirm all the specs and he said there's no record of my having the anti-glare, hires screen. I send him a screen shot of my receipt and all is well. I receive my new computer in about 3 days.

I was happy ... until I open the box and see it's a darn glossy screen. So I immediately email the agent in AUS and he apologizes and then disappears for a few days. After another week and a half I get my replacement and so far it's (almost) all good after 24 hrs.

*I say almost because I migrated all my applications from my Time Machine Backup, and now my new computer won't recognize my product keys for MS Office, Photoshop, or Dreamweaver.
I have the CD packaging for the Adobe products but it tells me to contact customer support. But I have no packaging for my MS Office and MS won't help me.

This is such a great adventure.

 

[pigoo3]

So I call Apple and after 5 minutes of me just talking I get transfered to the next level of customer support, in Australia which handles the Asian market. After a very very brief chat with the agent, he said I should have received a new computer a long time ago with these repeated problems. So after just about an hour of being on the phone while he checks what he's allowed to do in Japan, he sets it up to be picked up and a new one sent. I confirm all the specs and he said there's no record of my having the anti-glare, hires screen. I send him a screen shot of my receipt and all is well. I receive my new computer in about 3 days.

I was happy ... until I open the box and see it's a goddamn glossy screen. So I immediately email the agent in AUS and he apologizes and then disappears for a few days. After another week and a half I get my replacement and so far it's (almost) all good after 24 hrs.

*I say almost because I migrated all my applications from my Time Machine Backup, and now my new computer won't recognize my product keys for MS Office, Photoshop, or Dreamweaver.
I have the CD packaging for the Adobe products but it tells me to contact customer support. But I have no packaging for my MS Office and MS won't help me.

Coolcheech,

Here's the way I see it...STOP complaining...and quit while you're ahead!!!

- Initially (at the beginning of this thread)...you were having lots of trouble with Apple even acknowledging that you had a problem. Now you say that you finally spoke with someone at Apple who has finally done the right thing...and replaced your computer with a fully working unit! Great...awesome...way to go...congrats to you!!!

- So you get the computer...then you complain about it having a glossy display!

- Then you get the glossy display replaced with a matte display...and now you're complaining about the software keys not working.

Now let me say that I totally understand that you spent you're good hard-earned money on this computer & software...and everything should be exactly as you want it. But face it...sometimes with big companies you have to quit while you're ahead.

You got your computer replaced...and if you contact the software companies the software titles that you're having troubles with...and explain the situation...I'm sure things can be worked out.

Look at things this way...you (TODAY) could potentially still be in the same situation you were at the beginning of this thread (with a not fully functional new computer). Now that you have a brand new working computer...how about being more positive!

- Nick

 

[CoolCheech]

This last post wasn't a complaint, I posted to show how the problem was solved in the end. Quite a few people chimed in with advice so I thought I'd share the conclusion to this saga.

But if I may just point out ... why shouldn't I complain if I didn't get what I paid for? After all is said and done they sent me a glossy screen when I paid for a anti-glare. If I wanted a glossy display I would have bought one in the first place. I'm very happy that I got a new computer but at the same time I had to waste a lot of time (going into the store, as well as being with no computer) AND money (cell phones plans in Japan don't come with free minutes, so I've had a few $100 phone bills just based on calling Apple).

Mind you, none of what I'm saying is in anger. I hate complaining, and I was ready to just bite the bullet a few times, but that would have resulted in me building up a resentment towards Apple over time.

But I am done with this headache, believe me.

 

[Lifeisabeach]

This last post wasn't a complaint, I posted to show how the problem was solved in the end. Quite a few people chimed in with advice so I thought I'd share the conclusion to this saga.

But if I may just point out ... why shouldn't I complain if I didn't get what I paid for? After all is said and done they sent me a glossy screen when I paid for a anti-glare. If I wanted a glossy display I would have bought one in the first place. I'm very happy that I got a new computer but at the same time I had to waste a lot of time (going into the store, as well as being with no computer) AND money (cell phones plans in Japan don't come with free minutes, so I've had a few $100 phone bills just based on calling Apple).

Mind you, none of what I'm saying is in anger. I hate complaining, and I was ready to just bite the bullet a few times, but that would have resulted in me building up a resentment towards Apple over time.

But I am done with this headache, believe me.

It's cool dude. This had to be one frustrating experience that I wouldn't want for myself, nor would anyone else here. Glad Apple finally pulled through for you, though they really should have given you an upgrade of some sort (if they didn't already) for the effort and expenses incurred.