Shocked to see my post / request for help on Mac OS cancelled / deleted???

[dtravis7]

Ok on that LOCK under Networking, try this and see what you see. Click on System Preferences, then in the top row click on Security and Privacy, Once in there you will have to click on the Lock and put in your password. Look toward the bottom right and click on Advanced, Is there a Checkmark by the 2nd entry "require Administrative password to access system wide preferences". If that has a Checkmark by it remove the check then close system preferences. Reopen and see if the padlock is gone from Networking. Works here for sure.

 

[dtravis7]

Hi Dennis,

Many thanks for your reply and time. Just had some more crazy behaviour on it. It shut down with over 40% power and then wouldn't restart without power cable. When it restarted it showed 1% then when charged to 7% I disconnected the cable and after it was disconnected the power went to 50% then 53% then 56% with the charger disconnected..... Hmmmm

Possessed or not (lol) Apple don't mention that their Apple Care don't cover possessed Mac's, lol so surely they need to cover this.

Thanks again for your time. It's such a shame that Apple have seen these clips, confirmed in writing that its not expected behaviour but then abandoned me and I have even needed to come here / YouTube for help. To be honest I think they are surprised, however burrying their head in the sand won't make it go away and if it is security issues then better they fix them before more are affected!

Best Regards
Phil

I have seen some batteries a few years old that would show 30-40% left yet the machine died, It was the battery going bad. Did it on my now very old iBook and on a quite old MacBook.

 

[dtravis7]

Please let us know if that solved the padlock issue. If not I will do some more checking around. That one I found by myself.

 

[philappleton]

Hi Dennis,

Many thanks for your help and advice regarding the padlock which is more than any Apple advisor has helped with.

I have done as you suggest and indeed it was ticked. I unticked the box and now the padlock has gone, so that has solved that mystery. The new mystery I guess is that as when MacOS was first reinstalled the padlock was not there and I have never ticked the box for require padlock for system wide preferences so how was it ticked as it would of required my password to change this setting. Also even when that was ticked it was letting me change permissions without unlocking the padlock.

Last night I again had an unexpected shutdown even though the battery had power. I needed to connect the power cable to get it restarted and power showed 7% which I didn't believe. I then disconnected the charging cable and the power immediately shot to 50% then 20 seconds later with still no power cable disconnected it rises to 56% then 30 seconds later I plug in the charger and it drops to 50% instantly. I remove charger 16 seconds later and it rises to 53% all happens within 2 minutes and can be seen here https://youtu.be/zWAZdlpKXu8

The next time it shut down for no reason I thought the battery had about 40% when it shutdown. It then failed to reboot without the power cable and on first boot up showed the battery with 38% then in less than a minute, recording can be seen here
https://youtu.be/1xDtb9w9Tvg

Then at 39% battery power I disconnect the charger and then the power goes from 39% to 40% and then jumps to 50% all within 1 minute and can be seen here https://youtu.be/gkdLNjcb7OY

With all these issues and Mac still under AppleCare I don't think I am unreasonable to ask for either a replacement or even credit towards a 15" MacPro. I have everything recorded but when I go to the store they run a hardware diagnostic test and it passes and I'm sent on my way.

Thanks again for your advice regarding the padlock and if you or anyone else have any more help / advise regarding any other issues I'm having then I appreciate and learn from all the help I receive.

Best Regards
Phil

 

[dtravis7]

I still feel the battery is messed up no matter what the gauge in the OS is showing you. I have had that same behavior with both Macs and PCs where the battery was going bad. I would make Apple at least replace that if you have Apple care. With all the other issues you are havine, to me they owe you another machine.

 

[philappleton]

Hi Dennis,

Thanks again for your reply. I must say I'm very surprised how reluctant they are to help me or replace it given that I'm doing all I can to show them the problems I'm having.

I do very much appreciate your help and time.

Regards
Phil

 

[dtravis7]

Hi Dennis,

Thanks again for your reply. I must say I'm very surprised how reluctant they are to help me or replace it given that I'm doing all I can to show them the problems I'm having.

I do very much appreciate your help and time.

Regards
Phil

Watched the videos. Percent going up after you pull the Mag Safe? That is NUTZ! Grin

It's either a bad Battery like I said before or something wrong with the DC-In Board. Tell that one to Apple.

 

[philappleton]

Hi Guys,

Thanks again to all who have taken time to help me. Even if some have viewed my problems but then haven't commented because you're not sure what is happening then I do appreciate your time.

I have opened a fresh case with Apple who are still reluctant to do anything however I will book a Genius Bar appointment and insist at least the battery is sorted and again will try a wipe clean and fresh MacOS install yet again and to start with not even install any apps whatsoever to see if strange things materialise, then Apple can't blame it on anything like Apps as the Mac will only have the OS installed and be used for general surfing.

It kinda defeats the point though having an expensive laptop not being able to download anything especially from their App Store, however in "Testing" I shall try this and if strange things happen they have to admit I must be being hacked and look more seriously. I don't like to use the term hacked however because the issues I'm having seem targeted and then when trying to send recordings that are proof then suddenly I get problems doing that from my iPhone and iPad then unfortunately I can't think anything different.

I am away working for the next 3 weeks so unable to go to a store, however I will report back here on how things develop and the final outcome.

Thanks again
Phil

 

[docx]

This seems like a nightmare. I hope that after all the time and trouble that you have taken to document your problems Apple see fit to replace your computer.
Good luck and let us know what happens.

 

[philappleton]

Hi Docx,

It's certainly been frustrating to say the least especially when I have spent hours and hours sending recordings of what is happening! The links I posted here previously were just about a 25% example of what I had actually sent to Apple. Apple actually then agreed after seeing them it was unexpected behaviour which still happens after twice wiping clean and fresh MacOS installs (Once by the Store themselves who also removed all Drive partitions when wiping clean). I also sent them all the log files for the Mac and then silence from them.

As the "unexpected behaviour" continued after the fresh MacOS installs and what appears to be targeted attacks then I can't help feel it is someone hacking in to my system. I very much hope not though because as you can see in my recordings the strange behaviour also spread to my iPhone 7 which Apple say is un-hackable...

I will report back here with what Apple agree to do once I get home in about 3 weeks time and whether they give me a new Mac or we wipe mine again I will keep recording at all times so if something strange happens I can show Apple and you guys. I'm a Pro-Apple fan and have to say it's been the fastest and most secure machine I have ever used which is why I can't understand why even after showing Apple their MacOS may have a security flaw in it why they haven't taken this more seriously regardless of whether it's under warranty or not.

Looking forward to the next iOS because it's rumoured to have a screen recorder built in which will save me carrying round my iPhone 6 as a video camera!

Thanks again to everyone for your input and interest and I will report back here soon

Best Regards
Phil

 

[philappleton]

Hi Guys,

Just a quick update. I chased up Apple the other day after again sending my Logs and Screen recordings to them (about 10 days ago). I was immediately put through to a Senior adviser called Rudy who promised to take this up and get back to me a couple of days later. This time I'm please to report they did come back to me as promised and yesterday has agreed that Apple will replace my MacAir.

I'm away working for the next 2 weeks and because when they process it then everything needs to be done within a 2 week window then I have said I will advise them once I get home and we can arrange for me to go to a store to get it replaced or if they will give me some form of credit for it I will upgrade to a new 15" Mac Pro with 1TB.

I will update this thread with the final outcome in 2 weeks time.

Going forward I will also see if anything strange happens on my new machine (Hopefully Not!) and obviously report it to Apple. Like before I have sent recordings and log files. I have nothing to hide, I only want to ensure their MacOS is secure and not being hacked not only for me but for others before and if it is being hacked then I will do everything to help them include give them my machine so their software engineers can examine it in depth.

With my new one I will probably also not download any Apps or Chrome at the start and see what happens. Then maybe one by one download and see then if strange things only happen after a certain app is downloaded.

Anyway, thanks again for everyone's interest, support and suggestions it has been very much appreciated. Maybe with what i've been learning / dealing with my problems I can 1 day assist someone else on here.

Best Regards
Phil

 

[dtravis7]

Thanks for the report Phil! Glad they are going to replace it. Can't wait for your report in 2 weeks.

 

[docx]

Thanks for the update. I hope this is the end of your problems.

 

[philappleton]

Hi Guys,

Well I have been back in the UK for just over 1 week and even though a previous Senior Adviser agreed to replace my MacAir I am not getting anywhere on the phone with them. I even booked a Genius Bar Appointment in one of their stores and they said it couldn't be resolved in the store even though I have Apple Care???

The latest excuse they have told me is that the Senior Adviser who agreed to replace my Mac is based in the USA where the rules are slightly different to the UK. I don't see why this should be my problem as my normal request for support is through the App on my iPhone and then Apple call you.

Already had senior advisers promising to call back that then failed to return my call. Today I have spoken to yet another senior adviser who is going to contact the senior adviser in the USA who agreed tge replacement to see if they can resolve this. Very dissappointing to say the least after all the issues I've had and the hours spent sending the proof!

I will keep you folks posted.

Best Regards
Phil

 

[philappleton]

Hi Guys,

A further update is Apple are now refusing to replace my MacAir even though previously they agreed in writing during online chat. They are saying I was connected to someone in America and rules are different there. Surely though they have seen the same screen recordings as I posted here earlier in this thread and clearly my Mac isn't working as it should. Anyway why should Apple Support rules be different in the US to the UK?

I will now seek legal advice as clearly my Mac is faulty and is still under Apple Support yet they are not willing to fix it.

After having had an iPhone 3,4,5,6 & 7, iPad 2, iPad Air 2 and MacAir, Apple TV & Airport Express I was expecting a bit better customer service. Clearly not!

I will keep this thread updated as It goes

Best Regards
Phil

 

[Slydude]

The consumer protection laws do vary from country to country. Consumer protection laws are more stringent in some countries and less so in others. Some countries laws are even more stringent in the US.

If the representative you talked to is refusing to resolve the issue it may be worth talking to someone else a bit farther up the chain so to speak. I'm sure that a search would reveal numerous instances where a customer was told one thing by one Apple representative and something completely different by another representative.

 

[philappleton]

Hiya,

yep I've asked to speak to someone higher but the senior advisers I have been speaking to have told be that's as high as I can go.

Next week I'm going to try 1 last try in person at a store and take all my proof including the transcript of the online chat where it was agreed to be replaced and see if they will do it in store. If I get nowhere then it will be time to seek legal advice, maybe court action and possibly see if the press want a story.

To say I'm shocked at their customer service having been a loyal Apple fan for many years is an understatement.

The biggest thing that still concerns me though is they have agreed all my recordings are "Unexpected Behaviour" however they fail to address it or take any action which isn't what you really expect from Apple!

 

[MacInWin]

Email Tim Cook. It won't get to Tim, most likely, but it will get to someone higher up. Include the chat and email you have that Apple committed to exchanging the MBA. Keep it civil in tone, just present the facts that Apple agreed to replace, then reneged on that promise and see what happens. Then, if nothing resolves from the email, you can still go the legal route.

 

[philappleton]

Hi Jake,

I cc'd Tim in before and got nowhere hence now I'm bored of knocking my head against the wall so to speak.

Having it in writing from before agreeing to replace it should be enough to win in the courtroom.

The senior adviser 2 days ago was trying everything in the book to get out of it and asked me for proof of purchase even though it still has Apple Care registered to it. Then says I need to take it for another hardware test in store even though I've uploaded all the screen recordings of the strange stuff going on and it's been agreed already to be replaced. Plus every time it passes the hardware test when clearly if you watch the recordings it isn't okay. I've spent hours sending them video's and logs to no avail.

Like I say, I will try 1 more time in store with hopefully a manager and if no joy then I will contact a Lawyer. I told the Senior Adviser this earlier today and even though this I can't see I'll lose especially with it in writing it will be replaced there will then be legal costs added along with bad publicity for them but he didn't care!

Thanks for your suggestion though

Regards
Phil

 

[MacInWin]

It's your call, but cc's to Tim aren't going to be read. You would need to email him directly. But it's up to you, entirely. Good luck with it and let us know how it goes.