Who keeps score? Almost nobody except in sports and accounting. It’s more difficult to cheat on the score in sports than in accounting, but the rest of the world doesn’t have a scoreboard for much of anything. Not even politics.
Other than that it’s too bad nobody else keeps score because the number of headlines that would have to be retracted would destroy journalism as we know it. Remember that recent story about Apple and the Mac notebook that needed $10,000 in repairs even though nothing was wrong?
Apple spent $10,000 repairing his MacBook Pro. There was nothing wrong with it
tl;dr rules these days and if all you touched on was the headline and not the details you might think Apple’s Genius Bar geniuses couldn’t fix a broken Mac because nothing was wrong with it– but spent $10,000 of time, effort, and parts trying anyway.
Greg Benz had a problem with his Mac which died four times.
The first two motherboard replacements seemed odd, but I was given a completely new laptop from Apple on the third failure. Just like before, the screen was pure black after clicking the power button and there was a slight fan sound. The only other indication that anything was alive was that the machine would still make an audible chime when plugging in power and the capslock key light could be toggled off and on.
Repairs and replacements can add up, right? Clearly– from the headlines splattered all over the interwebs– Apple had a repair problem on its hands.
Yeah, I’ve had a few Macs go wonky through the years, and sometimes a problem can be vexing that turned out to be a simple fix.
Clearly Benz’ problem was far worse.
So after losing about two weeks of my time, >$10,000 in Apple warranty repairs (two logic boards, new cables, and a complete replacement of a >$7,000 computer), troubleshooting input from several Apple Geniuses, level 1 and 2 tech support from Apple Corporate, diagnostic tests at the Apple Store, and diagnostic tests twice at Apple’s repair facility in Texas; what was the root issue?
Screen brightness was turned all the way off. All the way. All the way as in black, and that made it look as if the Mac was utterly, disastrously broken.
It. Was. Not.
Eventually, someone at Apple figured it out, but I’m old school and I tend to go through a quick process of elimination to find problems. If a Mac seems to start up but the display remains black, attach another display.
But that’s me. Benz jumped through hoops, didn’t bother to tell Apple’s so-called geniuses that he installed third party software and had the display turned down to black.
He still loves Apple. Mostly.
I’m disappointed at the level of troubleshooting support here and felt let down/abandoned during some of the customer support interactions. But I stand by my original review that this is an excellent computer and once again feel confident in fully endorsing it for photographers.
Disappointed? Genius Bar members are disappointed in Apple’s customers to a degree which most of us could never fathom. It might be good that nobody keeps score on Genius Bar members and their complaints about Apple customers.