318      iPhone_iPad_Mac_apple

What is wrong with this picture...

Spot it?  There are two things actually.  First let me tell you of the situation I've been in for... the past few months.

Let me start with the background.  Like many of you, i'm a very local mac user starting in 2005 with a mac for work (Time Warner/AOL), ever since then i've been hooked on their products and have always been happy.  In this case, this is a late 2013 15" macbook pro, completely maxed out, 16gb memory & 512ssd.  Even with the 3-year apple care protection plan.

Well near the end of those three years (just 3-4 months ago) the corner of the trackpad was slightly unresponsive and eventually that side became slightly raised and sometimes if my forearm brushed against the aluminum case i would feel tiny shocks.  Normally I would simply take it to the apple store, however I am currently working in Colombia (central america).  Some time passed and eventually I called apple and brought it to a local authorized service center here in Medellin.  They ran a barrage of tests and said it was ok.  I took it home, and after a few days it continued to get worse so I called apple, and they explained that I would have to go through the authorized repair shop in colombia (since I was not in the usa).  Finally after a ton of back and forth with the shop, they agreed to take the computer and "calibrate" the trackpad. 

I got the computer back, and it was slightly better, but eventually the edge of the trackpad raised again and became less responsive.  After numerous trips back to the shop, no help there.  Thankfully I had a friend visiting me who agreed to take the computer back to the usa and bring it back to Colombia on his next trip.  So on June 25th Apple issued the repair request, and started the repair on the 28th.  Surprisingly or not it was finished that very same day and shipped back to my friend who returned to Medellin about a month later.  I was happy to have it back at the end of July.

Once i got have it back, I began using it.  Unfortunately, it would seem at random, the computer would turn itself off.  This might happen if a video was being played, the screen would turn black/grey, though I would still see the keyboard lights on, then 3-4 seconds later, the machine would totally turn off.

Weird, so i searched forums online, and followed the normal steps like reseting the pram and smc.  I even went so far as to erase the ssh and do a clean install of sierra and get all the latest os updates.  Still I had the problem, when watching videos, randomly it would shut down.

More calls to apple, and yet another trip to the apple shop.  The take the computer for testing (Aug 7), again, they fully test it, and 7 days later (Aug14) let me know that all the tests worked out and there is no problem.  I'm happy, finally I can get back to using my macbook that i've adored all these years.

Of course, the story does not end with that.  Immediately I am hope, play a youtube video, and the grey/black screen then shutdown is back   What an ordeal.  my first 2.5years with the machine were great, these last few months, not so much.  I again call apple, and make a few more trips back to the store for nothing.

Last night, I move the computer, to put in my back and I hear a slight click or pop from the back of the computer.  That's weird i think.  It came from when my fingers pressed the  back aluminum cover just lifting the computer.  It was as if something moved or was loose... hmmm.  Well at this point, I had practically giving up on the computer, but I thought what the heck, i'll just take a look at what caused that sound and the feeling that something clicked inside.

Luckily I had all the proper tools and it was very easy to unscrew the 10 screws.  Afterward, I did feel like a glue or something holding the back plate on.  Checking ifixit guides, they didn't mention anything like that, so i pulled a little and it came off.

Have a look at these more detailed photos.  First, there was a screw missing from the left side of the heatsink (see bottom left size of fan, and second, the heatsync itself had a bracket which was not even attached.  They are designed to apply pressure uniformally, but due to one being unattached the would have caused the whole heat sink to not be properly seeded.  That would explain why the shutdown was occuring w/o the entire case being warm or stressed.  I did also realize that this would more frequently occur when the machine was being moved, possibly due to various pressures being put on the case/shell.

So in summary, the eventual first repair from apple, fixed the trackpad, but caused intermittent problems (random shutdowns, which never happened before) due to a poor installation job.  The procedure of replacing the trackpad is not easy, and requires much of the lower assembly to be disassembled.  I trusted apple to do this, but realize that we are human, and mistakes are made (though really, a missing screw?)  Also, the heat sink part was obviously not seeded correctly, and the back shell itself touches that so when u put the back shell on again, the tech would have noticed something.

What now?  My apple care has now ended and I have an unreliable computer which has been a nightmare of the last 3-4 months.  I'm extremely disappointed in apple, one for the faulty repair, and two for their authorized service center here in Medellin.  Ok for the second, that's less about apple, but the first... come on, forget a very obvious screw, and notice the broken heat sync support, even after u put back case on which has a noticeable resistance from the metal piece touching it? (you can see this if u look at the back case, there is obvious markings of the metal piece pressed against the back, sorry no pic of that part)

History:

April-June: noticed trackpad issues, a few calls to apple

May 31: more calls for support to apple

100204945547

June 6: apple center receives the computer

100208213525

June 7: more calls to apple, talked to Leon

June 25 repair request in usa repair id: D239420876

June 28: repair started and finished

Aug 4: calls to apple about shutdown issue

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Aug 6: another call to apple

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Aug 8: brought MBP back to apple service center

Aug 14: service center finally finished evaluation

Aug 15: got the computer back from the service center but still noticed the same problems

Aug 16: noticed physical hardware problems does to previous insulation of the bottom trackpad/battery assembly

May 31:

100204945547

This is a user-to-user help community. Apple is not here. I, and likely some other helpers here are not inclined to read a novel posted here. And I and others do not have time to play guessing games: "What is wrong with this picture..." It is best to concisely describe an issue and ask for specific help. If you want to provide feedback to Apple please use this link: https://apple.com/feedback

Writing an effective Apple Support Communities question

Thank you for your reply Bob, and yes I do apologies for my long winded message, however I felt i had to tell the whole story, and I tried to do as you mention.  Describe the issue and ask for help, at the end, I asked, "what do do now" what advise can some generous person offer.   What to do now?

You have not said concisely what your problem is and I have not read your whole post. It appears you are not happy with Apple. If this is the case use the link I provided, https://apple.com/feedback or contact Apple support.

First, I realize the readers here do not have time to play games, nor do I.  My message described a problem with an apple product, layed out the situation and petitioned for advise.  Your feedback link to apple could be applied to very likely most posts here on these forums.  Thanks.... though as mentioned, I've tried contacting apple several times... I certainly followed all the steps i documented before turning to these forums.

I'm sorry but I'm not understanding what you want or expect from we users. We have no more access to Apple than you and we certainly can not speak for Apple. If you are having a support or satisfaction problem with Apple all we can do is recommend that you contact Apple. I guess you could write to the Corporate office. The address is in the link I provided.

“What now?”

It’s not very complicated. People make errors. If you notice a repair was not done correctly, you bring the product back. Repairs are warranted.

Thank you very much Rysz.

I think the OP said he brought it back several times and called many times, but I may be mistaken.

Hi. I'm not qualified to give you technical advice, but if you are ok with it maybe I can help you a little with communication/ negotiation. My suggestion is, when you talk with Apple and ask for help, start with what your objective is. If I had the bad experience you did, my objective would be to convince Apple to service my computer according to the Apple Care warranty terms (which is for free?) even though the warranty has ended. To support my request, I would tell them I had brought my computer in for servicing before it expired, and Apple's technicians made mistakes in fixing it, causing you to still have the problem after the warranty ended. You can show them the summarized list you had at the bottom of your post, with dates. Don't supply all the details in your post right away. If they start asking "well what happened when you sent it in at ..." then you can supply more detail.

The reason is that people tune out if you give them so much detail at once. It's easier for them to organize it in their head if you tell them a summary first. Also, hearing that many complaints will make them defensive. I think you have good reasons to be irritated at Apple, but human nature being the way it is, you're more likely to get cooperative help from the Apple technician if you don't overwhelm him/her with a long complaint. If (s)he is asking the questions and each time, your reply shows Apple messed up, then (s)he will have sympathy for you.

Thank for you for a well written, logical response.  It makes total sense and typically what I would do first, just head over to apple.  The only issues is that i'm still here in Medellin and the local apple service center is not helpful.  Anyway, i'll just try to change a flight i was going to make to the USA at the end of next month, to one earlier.

Thanks for reading my issue, and giving your advise.

最后更新：2017-08-18 01:12:10

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