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You are here: MacNN Forums > News > Tech News > Apple launches video repair program for 2011-2013 MacBook Pros

Apple launches video repair program for 2011-2013 MacBook Pros
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NewsPoster
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Feb 19, 2015, 09:55 PM
 
While many sufferers would call the move years overdue, Apple has now officially launched a repair program to fix MacBook Pro models sold between February 2011 and February 2013 that exhibited issues with distorted video, loss of video, or unexpected restarts. The program will start tomorrow, February 20 in the US and Canada, and on February 27 in other countries, and will repair the machines at no charge. Additionally, owners who have already paid for repairs may be eligible for compensation.

Customers affected by the problem will be able to bring in affected MacBook Pro models to Apple authorized service providers or a retail Apple Store, or can request a mailing package to mail the affected unit in for repairs and return via mail. The affected models include the 15- and 17-inch MacBook Pros made during 2011, and the 15-inch Retina MacBook Pro models made between mid-2012 and early 2013.

image via MacRumors
image via MacRumors


Apple has set up a "Check Your Coverage" tool on its website, but will repair models until February 27, 2016 or up to three years after the affected machine's original date of purchase, whichever is longer, regardless of whether the machine had the extended AppleCare warranty or not.

"An affected MacBook Pro may display one or more of the following symptoms," said Apple in its website notification. "Distorted or scrambled video on the computer screen; no video on the computer screen (or external display), even though the computer is on; or the computer restarts unexpectedly."

Because the issue has been reported on for so long, and because Apple has been charging for the repair to fix the problem (sometimes multiple times) for units that were out of warranty, the company will be contacting users who previously paid for repairs to their qualified machines through offer the possibility of compensation. Customers who do not receive an email on the matter within the next few days should contact Apple directly.



The problem has been widely discussed for several years now in Apple's support forums and elsewhere, but no definitive cause has ever been identified. Because the problem affected units with graphics cards from both Nvidia and AMD, the leading theory is that the flaw lies with Apple's technology for switching between the discreet cards and the Intel-provided video chipset used mainly for day-to-day operations. Some users have reported that the flaw could be caused by excessive amounts of thermal paste used in the assembly, which can be just as bad as too little thermal paste in terms of causing issues.

At least one lawsuit has been filed over the long delay between the identification of the issue and Apple's formal acknowledgement of it and the setting up of the new repair program. The creation of the new resolution option may scuttle the legal action, as the plaintiff's original demands for Apple to recognize the issue and repair affected machines while compensating those who have already paid for repairs now appear to be moot.
( Last edited by NewsPoster; Feb 19, 2015 at 10:32 PM. )
     
snapper02
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Feb 19, 2015, 10:46 PM
 
It's about time!!
     
Charles Martin
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Feb 19, 2015, 11:10 PM
 
Indeed it is! I mean, I can attribute SOME of the delay to Apple methodically checking to discover the root cause, develop a solution, and set up a repair program, but nearly *four years* after the initial reports is a bit much ...
( Last edited by Charles Martin; Feb 20, 2015 at 01:38 AM. )
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Inkling
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Feb 20, 2015, 10:41 AM
 
A repair program would have made sense in 2011 and 2012. In 2015, it's an gross insult to those who've endured these problems or sold their Mac at a heavy loss because of it. Apple needs to give everyone who bought one of these computers a discount on a new Mac and give those who reported these problems a very substantial discount, perhaps in the range of 60% off retail, off a new Mac. Otherwise, Apple's response will be seen as too little too late.
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burger
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Feb 20, 2015, 10:46 AM
 
One of the companies I work with has already sent a number of these systems to the recycler for this issue.
     
Mike Wuerthele
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Feb 20, 2015, 11:16 AM
 
Originally Posted by Inkling View Post
A repair program would have made sense in 2011 and 2012. In 2015, it's an gross insult to those who've endured these problems or sold their Mac at a heavy loss because of it. Apple needs to give everyone who bought one of these computers a discount on a new Mac and give those who reported these problems a very substantial discount, perhaps in the range of 60% off retail, off a new Mac. Otherwise, Apple's response will be seen as too little too late.
Yeah, you know this will never happen. The response is already too little, too late.
     
Charles Martin
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Feb 20, 2015, 02:39 PM
 
They are, however, compensating those who paid for repairs on these units -- so save those receipts.
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panjandrum
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Feb 20, 2015, 02:47 PM
 
What's amazing is that it was obvious in reasonably short time what the problem was. This is a common problem with Apple systems; we've seen overheating video cards in iMacs and MacPros in the past. Enough overheating leads to permanent failure (often a problem with overlocked video-cards used by gamers who know enough to overlock, but not enough to add additional cooling). The symptoms are clear and well-known. This means that Apple HAD to know what the problem was for years now and simply didn't give a rat's a** (either that or they have nobody as component as a avid gamer on their staff, or anyone else capable of using Google to lookup causes of video artifacts). I have to admit, while I know it won't happen, I really wish Apple would get a massive slap-down for this one, because history shows that if they don't, they are just going to do it again, and again, and again...
     
panjandrum
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Feb 20, 2015, 03:27 PM
 
(P.S. Sure wish there was an "edit" function here. Sorry for the typos above!)
     
   
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