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pete · Jun 20, 2003, 09:43 AM

I ran xupport on my tibook with system 10.2.6. I've done it before without a problem. This time, right after I restarted the trackpad stopped working completely. Could it be a coincidence or is it somehow related to that software? Any ideas GREATLY appreciated.

Thanks

Pete

iWrite · Jun 20, 2003, 10:56 AM

Sorry, but I suggest you reformat and start over again and see what happens.

Are you within one year of purchase? If so, call Apple.

I think it qualifies as a hardware and not software issue.

Good luck.

pete · Jun 20, 2003, 11:37 AM

Yeah, I'm within a year of purchase. Just tried booting from the system cd (osx) and the hardware test cd but the trackpad still doesn;t work so I guess it's a hardware problem

off to Apple. I hate that. I was just thinking yesterday how happy I've been with this powerbook. NO problems at all - a first for me and powerbook G4s.

Aaaaaah....

pete · Jun 20, 2003, 11:58 AM

I hate apple and I hate myself even more. I panicked because I need this computer everyday for my work. Called apple and had to agree to $49 troubleshooting thing just to talk at all. The guy asked me first what the problem is, I told him and he said he can help me troubleshoot after I've agreed to the $49. We then reset the pram!!!! I TOTALLY forgot to do that and I was hitting myself as we spoke. Just threw away that money. Apple's 3 month support is ridiculous. Totally insane. Took literally three minutes....

Anyway, problem fixed. Trackpad working again. How could I have forgotten something so basic????!

I hate myself today.

pete · Jun 20, 2003, 01:32 PM

It's been several hours now since my brief talk with apple support. I'm still hating myself but starting to feel more resentment toward Apple for not having a longer support period for a $3000 computer! I bought it knowing this, but I still feel annoyed that I just gave them $49 more to help me fix a problem that was caused by the PRAM - a problem related to hardware, no?

I'll cool down by this, evening but the bitter taste will remain.

iWrite · Jun 20, 2003, 03:43 PM

Called apple and had to agree to $49 troubleshooting thing just to talk at all.

That's b*llsh*t.

They shouldn't be charging you $49 for hardware support! Your trackpad isn't working -- that's HARDWARE.

Call Apple Customer Relations and lodge a complaint. There's no reason why a machine UNDER WARRANTY is not covered for technical help.

The tech must be misinformed.

Seriously, if you don't call and complain about that then you like throwing money away.

Get Shyra, Eunice, Nikki, Lea, David, Adam, or one of the other customer service agents on the horn in customer relations and tell them. They're super nice folks and they'll fix it.

Good luck.

icruise · Jun 20, 2003, 03:55 PM

Originally posted by iWrite:
That's b*llsh*t.

They shouldn't be charging you $49 for hardware support! Your trackpad isn't working -- that's HARDWARE.

It may be hardware, but if the program he ran is the reason for the problem, they can probably say that he caused the problem. It's not like the problem spontaneously appeared, or was the result of defective hardware or something.

I imagine you would get charged even if you forgot how to eject a CD by dragging to the trash (and you were outside the window of free support).

iWrite · Jun 20, 2003, 05:08 PM

1) He's in warranty
2) His HARDWARE quit working

We're not talking software, we're talking HARDWARE under the 1 YEAR WARRANTY.

iWrite · Jun 20, 2003, 05:09 PM

He installed 10.2.6 and his trackpad quit working.

I don't see how that's not covered under warranty.

icruise · Jun 20, 2003, 05:23 PM

He didn't say he installed 10.2.6, he said he installed Xupport, which is a program that allows you to access a variety of OS X configuration settings. Since he said his problem happened right after that, it seems that it might have been responsible for corrupting his PRAM. Don't kill the messenger here, I don't like Apple charging for this kind of thing any more than you do, but I don't think it's a hardware issue from the standpoint of warranty or support.

iWrite · Jun 20, 2003, 05:50 PM

AHHHHHHhhhhhhh

I didn't see that.

Tell me something, though: How could installing software ruin the trackpad?

Especially since he supposedly reformatted and it's still doing the same thing?

icruise · Jun 20, 2003, 05:53 PM

I think you need to read a little more closely. I don't see anywhere that says he reformatted, and as far as I can tell, his problem was solved by zapping the PRAM.

iWrite · Jun 20, 2003, 06:03 PM

You're entitled to your opinion.

I still think it's BS that the guy gave them $49 and it turns out that it wasn't the software -- it was the PRAM. That sounds like HARDWARE to me.

Anyway, I have AppleCare on everything I have (extended warranties) so I have no experience with Apple trying to charge me money for this kind of thing.

It's a good reason to get extended AppleCare.

Have a good night.

tinycat · Jun 20, 2003, 09:02 PM

i am sorry that you had this problem and had to pay so much for the solution. but the charge is for an extension of phone support which is only 3 months... (unless you have applecare which is highly recommended but you don't need to hear that from me).

anyhow, having said that avoiding the charge requires taking the powerbook to the apple store or an authorized service provider. or insisting with the rep on the phone that you want to send it in. (but that means being without the computer for a bit).

anyhow sorry about your situation.

pete · Jun 20, 2003, 09:20 PM

Well, I suppose it could be xupport that caused the problem. I've used it many times though without a problem. Yet to me the PRAM is a hardware thing rather than software. It seems like a borderline case if it should be covered by the warranty, but I don't feel like fighting it. I've battled Apple on multiple occasions and won but would take too much of my time and effort.

I hate this policy though. $49 per incident!!! I just bought the thing six months ago...

oh well.