Genius bar/apple support - trackpad problem

This may sound stupid butttt, my trackpad was wonky on one side of my brand new macbook, so I rang up apple and they sent me to the apple store in Eldon Square. However, I went today and the genius then said that he wouldnt be able to fix it and that I would need to ring up apple and get them to pick it up and fix it that way. The problem is is that apple support isnt open for macs now or tomorrow. Does this mean I have to wait until monday with a faulty trackpad until i can arrange a pick up? Thanks in advance.

Serial numbers starting with 5K are white box only. They could be refurbished or new, but are coming from a China plant according to the serial number checker.
I received a 5K white box replacement Friday, and its perfect. So if it was refurbished or new, this factory is doing a good job with them.

Similar Messages

My experience with the white 3g and genius bar(apple support).

I bought my white iphone 3g 2 weeks after the release. 2 weeks later i notices a couple of hairline fractures on the case. One between the screen and headphone jacks and another between the charge/pc plug in and screen.
I did some searching and found it was a common problem and people were upset about it. I didn't mind so much since it was barely noticeable and did not affect the phone. I used my phone everyday for work, school, and personnel. I had the same experience everyone else had with it slowing down on the contacts and the typing coming to a near halt.
I was grateful when apple released a firmware update to address these issues. I'm an understanding person who understands that early adopting can have its drawbacks.
So back to the problems I had.
About 3 weeks ago my phone started doing something really weird. I was walking to class and the thing would vibrate every couple of second. I took it out of my pocket and it stopped. I thought there is no way i was hitting the toggle switch to silent. So after handling it for a few seconds, I noticed that it would go into silent and right back out when ever I put small pressure the case in the back. Having to go to class, I just put it in my book bag and ignored it for now. After class I took it out and it continue to do this. I did a hard reset and it still did it. So weird. So I carried on and came home that night. The next morning it had stopped bugging out. So I thought no more about it.
About 4 days after this my phone starting really going crazy. It would go on and off with no touch at all. I would shut off all together and come back on. Volume would go up and down for no reason. After about an hour of doing this I took it the ATT store, even though I knew they couldn't do anything for it. The ATT rep was puzzled to as it continued to do this.
I called and made an appointment at the Apple Store in Knoxville TN with the Genius guys. Since Knoxville is a 2 hour drive and I went to school and worked I made the appointment for Sunday. After leaving the ATT store and going home to bed the problem ceased that night. The next morning was Sunday so I canceled my appointment, as I did not want to drive 2 hours oneway if the phone was working fine.
This weekend I went down to GA to visit family. Today, on the way back I stopped at the Apple Store. Even though I didn't have an appointment I spoke with a rep and he said they would work me in since I don't live close by. After waiting for about 45 mins they had a slot open up.
I explained to the genius tech the problems the phone was having. As he looked over it he saw a hairline fracture on the back just beside the apple symbol about an inch long. I never noticed it. Apparently the case had been putting pressure on a circuit board causing some weird things to happen.
He promptly pulled out a brand new iphone and put my sim card it it. After a couple of minutes updating the new phone and clearing the old one of data, I was on my way.
So I guess what I'm saying is that I'm glad Apple is stepping up and doing the right thing. They continue to work on the os, apple store, and provide great in store support.
Two thumbs up for the Knoxville Apple Store
-Jeremiah

Serial numbers starting with 5K are white box only. They could be refurbished or new, but are coming from a China plant according to the serial number checker.
I received a 5K white box replacement Friday, and its perfect. So if it was refurbished or new, this factory is doing a good job with them.

If I make a genius bar reservation for iPhone problems, can the Apple tech look at my MacBook too?

If I make a genius bar reservation for iPhone problems, can the Apple tech look at my MacBook too? please help! thanks!

Be sure to indicate you are bringing both in for service.

Apple Magic Trackpad problem

I just bought the apple magic trackpad but it gives me only left-click and pointer movement, nothing more.
Not even two-finger scrolling or right click.
Any ideas?
(I am using macbook pro 2010 and lion operating system).
Thank you.

I ahev also been having the same trouble. I phoned Apple support and they made a couple of suggestions including re-installing Lion. Nothing worked so I took it back today for a replacement which does not work either.
It appears that it connecting as a mouse (mouse logo pops up) rather than a Magic Trackpad. Having told the Apple 'Genius' in-store while I was getting the replacement, he told me he had not heard of anyone else having this problem and it must be my hardware. It works fine on an identical system running 10.6.8.
I dont have USB Overdrive installed on mine. I am using a 24" iMac from 2009, 2.93GHz and 4GB RAM. I cant see any idea why it would not work so any suggestions welcome.
Thanks, Kev

White lines on ipod classic screen, could it be cracked screen? it has never been dropped or anything. Is it pretty common problem. Contacted apple support, denies problem exist.

White lines three appeared on my ipod classic screen. It has never been dropped or screen scratched. Suddenly white lines appeared on the screen. Tried to reset settings, nothing changed. Is this a common issue with ipod classic coz apple adviser denying ever having heard of this problem and I have to pay half of msrp to fix it. Offered 10% off to purchase new ipod and turn in old one. What a waste. Apple should take responsibility if this problem is indeed inherent with this product.

The magnets are tnot the cause.
Try the standard fixes to rule out a software problem.
- Reset. Nothing is lost
Reset iPad: Hold down the On/Off button and the Home button at the same time for at
least ten seconds, until the Apple logo appears.
- Restore from backup
- Restore tofactory defaults/new iPad
If still problem then time for an appointment at teh Genius Bar of an Apple store. The drops may have damaged it or there could be another cause.

Genius Bar Can't Replicate Problem - What Now?

Hi,
I have had an issue with my iMac where it freezes and there are consistently 3 loud beeps over and over or sometimes a very loud screeching noise. I have seen a few people saying this is a RAM issue but the problem i have is the Genius Bar couldn't replicate my problem and within 2 hours of me dropping it off they said i need to come and colelct it again.
What can i do now? When i contact Apple it always says i have to take it to the nearest Genius Bar so if they can't do anything what are my options?
Also, is there anyway perhaps static/ overheating/ interference from other devices could be the sole problem? The reason i ask is that is my iMac at home has this problem and then the other day my girlfriends brand new Macbook Pro started doing the same thing... however, in other places (e.g Genius Bar) this does not seem to happen and is very hard to replicate.
Therefore could there be an external factor influencing it?
Thanks,
Martyn

I'd try running memtest to test the RAM. The "Geniuses" may not have had the patience or interest in testing the RAM long enough. Finding RAM errors can be very tricky. The next time it freezes, see if there are any messages in Console in Utilities from around the time of the freezes. Look in system.log and scroll through elsewhere to find anything under "Diagnostic." Copy them if they exist and and show them those.
To test the memory, get memtest and run it in single user mode, where it will test as much memory as possible, more than with the OS loaded.
You can get memtest + directions from the link below. However, ignore running it from Terminal. Instead, boot into SU Mode, Cmd-s at the startup chime. (Best to startup from a full shutdown.)
At the prompt, simply type /usr/bin/memtest all 3 -L Observe case and spaces.(From this link It will be installed in /usr/bin/) Then hit return. This will run three loops of memtest and create a log in Console in Utilties.
If you want to run memtest longer, which may be advisable, since RAM errors can be very elusive, just remove the "all 3" which will give you /usr/bin/memtest -L and hit return. It will keep testing until you quit it.
If you want to quit the test, just hit control-c
When finished, you can just type in "reboot" and hit return.
http://osxdaily.com/2011/05/03/memtest-mac-ram-test/
Direct link for the download.
http://cdn.command-tab.com/2008/memtest_422.zip

Lamentela Genius Bar Apple store di orio center

Vorrei segnalare un grave disservizio avuto presso l'apple store del centro commerciale "ORIOCENTER"
Meno di un anno fà, per la precisione il 26/07/2012, acquistavo presso un negozio della catena "marco polo" un iPhone 4S 16 gb bianco come regalo di compleanno per mia moglie; (e terzo iPhone da me acquistato oltre ad un iPad) tengo a precisare che al momento dell'acquisto la confezione era sigillata con la apposita pellicola trasparente, ed al momento dell'apertura della confezione il telefono si trovava avvolto nella pellicola per proteggere sia il fronte che il retro come da tradizione Apple.
Dopo nove mesi circa di utilizzo immacolato da parte di mia moglie, il dispositivo cominciava ad avere due problemi; il primo presumibilmente di batteria, in quanto, quando l'indicatore di carica si trovava circa al 10% il telefono si spegneva improvvisamente anche in semplice modalità home ( senza app aperte in background) ed il secondo consisteva nello spegnimento totale del display alla fine di una chiamata e per riattivarlo, si doveva per forza eseguire il riavvio del telefono ( tasto accensione + tasto home)
Dato che questo problema perseverava nel tempo, prendevo appuntamento al Genius Bar dell'apple store sito presso il centro commerciale "orio center" a Bergamo il giorno 28/06/2013.
Giunto presso il negozio, insieme a mia moglie, prendevo contatto con il tecnico di Apple e gli illustravo il problema del dispositivo, dopo aver eseguito la diagnosi, lo stesso mi informava che in effetti la batteria risultava essere difettosa e che dunque me l'avrebbe sostituita.
Dato che in precedenza, per un problema pressoché analogo il mio iPad era stato sostituito per intero, richiedevo al tecnico, a solo titolo informativo, come mai mi veniva sostituita solamente la batteria e non tutto il telefono, lo stesso mi diceva che preferivano sostituire la batteria in quanto se avessero dovuto sostituire l'intero telefono, io avrei prima dovuto contattare marco polo (effettivo rivenditore del telefono) per chiedere l'autorizzazione alla sostituzione in quanto in alcuni casi di sostituzione di dispositivi durante il primo anno di garanzia da parte di Apple, i rivenditori facevano decadere il secondo anno di garanzia. (Cosa che a mio riguardo sembrava completamente assurda).
Dopo aver fatto firmare a mia moglie l'autorizzazione alla riparazione del telefono, il tecnico ci informava che l'intervento di sostituzione della batteria sarebbe durato una mezz'ora circa.
Dopo una quarantina di minuti ritornavamo all'apple store per il ritiro del telefono, ma contattato il tecnico, lo stesso mi riferiva che non era stato possibile sostituire la batteria in quanto dopo aver aperto il dispositivo dichiarava a (a suo dire) che alcuni componenti non erano conformi agli originali e che mancava un sigillo.
Dopo questa affermazione a dir poco ASSURDA chiedevo che mi fossero fatti visionare questi componenti non conformi e questo famoso sigillo mancante, per poi così procedere legalmente nei confronti del rivenditore; il tecnico con aria arrogante e sarcastica mi diceva che non poteva entrare nello specifico e che nella email che mi aveva inviato era certificato che il telefono non era idoneo alla riparazione in quanto manomesso.
Alterato dalla situazione richiedevo se fosse stato possibile pagare l'intervento ( 68.00 euro circa) per così almeno avere il telefono funzionante ed anche a questa richiesta il "gentile" tecnico mi rispondeva che non era possibile.
Mi recavo dunque, lo stesso giorno, all'apple store del centro commerciale "il leone" a Lonato del Garda, ovviamente dopo aver preso appuntamento, ed illustrato lo stesso identico problema, il tecnico, visionato il telefono, ed aver eseguito allo stesso modo la diagnosi, senza problemi mi sostituiva completamente il telefono in garanzia.
Penso che un marchio eccellente come Apple, che come punto di forza vanta senza dubbio un'assistenza inequiparabile ad ogni altro marchio concorrente non si possa permettere di avere dipendenti che, oltre che dichiarare cose non vere, come che in questo caso il telefono era stato aperto da personale non autorizzato che aveva sostituito componenti, trattano il cliente come un incompetente con aria arrogante, anche perché un cliente medio di Apple sborsa per un iPhone circa 700 euro.

Anche io vorrei segnalare l'atteggiamento scorbutico e arrogante di un operatore del centro apple di Orio
mi sono recato da loro per un iphone5 che non riuscivo a resettare, ho chiesto di collegare il telefono al pc
mi è stato detto che il telefono era bagnato ed era inutile collegarlo ma poteva essere solo sostituito.
Al di la del fatto che non mi risulta nel modo più assoluto di aver bagnato il telefono, avendo bisogno del telefono ho dovuto pagare e sostituirlo
quello che mi ha fatto arrabbiare è l'atteggiamento indisponente dell'operatore che al mio diniego per il suo rifiuto nel voler collegare il telefono al pc
se ne è andato demandando ad un menager l'intervento che a sua volta ci ha passato ad un terzo per la sostituzione
sostenendo che loro sanno fare il loro lavoro !
non mi dilungo oltre ma ho trovato l'operatore molto stupido, saccente e non degno del marchio che rappresenta
bastava avere la pazienza di collegare il telefono al pc e dimostrarmi quello che asseriva
ho un'azienda grafica da 25 anni, uso solo Apple,
anche io mi sono sentito trattato come un incompetente con aria arrogante da uno stupido saputello.

Apple Support Community Problem?

For those of you that have seen me around, you know I like to upload A LOT of images. Well, quite often, I get this message:
As a matter of fact, I got that error when trying to upload THIS image!
Anyway, the funny thing is, in spite of this error, it still inserts the image. The problem with this is that it deletes all other context in the post. I have to then click on the upload icon again, but this time click on Uploaded Images because the image was saved there.
It's annoying because I have to always press Command + C every time I'm about to insert an image just in case I lose my data. So, I'm hoping someone here has a solution or a way to report this problem.

I would try reposting in the Using Apple Support Comminities forum. Perhaps a host will read? https://discussions.apple.com/community/using_apple_support_communities

Genius Bar: Apple Vegas: My Heroes!!

I was in Vegas for CES. Went to take my iPhone out to take some photos when I see it is DEAD. Charged it up. Nothing but the apple showing perpetual reboot. Tried Rogers support line long distance. No help. Took it to the Apple store in Caesars Forum at 10:15 at night -- the Hero bar took one look. Tried to recover. Got the dreaded 1015 error. Smiled, and gave me a new phone ... 15 minutes later - re-synced and back to work (well, back to the tables and THEN back to work :))
Thanks for reminding me what great service lloks like.

Welcome to Apple discussions!
The story that you tell is similar to experiences that I have had at the Apple Store. (My secret is, I never go to an Apple Store when school is out.)
Obviously no company can make everyone happy all the time, but I have found Apple to do much better than most. Thank you for relating your story.
I had a Mac Pro that had a motherboard problem, after two unsuccessful repairs they gave me a brand-new Mac Pro. I know service like that cost Apple money, but that type of service creates life customers.

Dear Apple Support iPhoto Problem

I had all pic in I photo
no idea how I pgoto get new Library
How I can get my old Iphoto library back
All my pic are there
Many thanks Goko

Can you successfully open the library on the EHD? if so create a new, empty library in your PIctures folder and use the paid version of iPhoto Library Manager to merge the library on the EHD with the new library on your new MBP. Set the iPLM preferences somewhat as follows with any personal changes:
OT

I just replaced my ipad2 or ipad3 with iPad Air due to calendar shuts down unexpectedly. Problem now exists on new iPad Air. Multiple visits to Genius Bar resulted in no answers. Told value of time not worth moreGenius Bar visits-still crashes-go figure

Conflicting opinions from Genius Bar:
-apple calendar software is defective
-apple operating system problem
-software conflict with something purchased from App Store via iTunes
-some conflict between Exchange Server and apple calendar app (this problem is not occurring on mine or any of mr work colleagues iPhone. This problem is not occurring on any of my colleagues' iPads
Is there any Apple support out there that can help with my several day old new iPad? Or maybe some smart user has figured this out?

adetoye50 wrote:
Dear Contacts Journal Support Team,
FYI, this is a user to user support forum. You are NOT addressing Apple here.
Honestly, I doubt anyone is really going to take the time to read the novel you have written.

I put a case on my iPod touch 5 and now there is no sound coming from the speaker. The head phones work though. I called Apple Support and the 2 people I spoke with seemed baffled. Has this happened to anyone and how do I resolve this?

I put a Griffin case on my daughter's iPod Touch 5 and now there is no sound coming from the speaker. There is sound when we use the headphones. Is there a mute function that I may have switched on and if so how do I turn it off?
It was a gift bought by her Godparents in January and I live in the islands so I can't just drive it back to the store to have them look @ it!
Called Apple Support and spoke to 2 people who seemed baffled and who could only suggest I reset the device. Who h has not helped.
HELP!!!!!!!

- Try cleaning out/blowing out the headphone jack. Try inserting/removing the plug a dozen times or so.
Try the following to rule out a software problem
- Reset the iPod. Nothing will be lost
Reset iPod touch: Hold down the On/Off button and the Home button at the same time for at
least ten seconds, until the Apple logo appears.
- Reset all settings
Go to Settings > General > Reset and tap Reset All Settings.
All your preferences and settings are reset. Information (such as contacts and calendars) and media (such as songs and videos) aren’t affected.
- Restore from backup
- Restore to factory settings/new iPod.
- Make an appointment at the Genius Bar of an Apple store. Seems you have a bad headphone jack.
Apple Retail Store - Genius Bar
Apple will exchange your iPod for a refurbished one for this price. They do not fix yours.
Apple - iPod Repair price
A third-party place like the following will replace the jack for less. Google for more.
iPhone Repair, Service & Parts: iPod Touch, iPad, MacBook Pro Screens
Replace the jack yourself
iPod Touch Repair – iFixit

Problems typing/ trackpad problems

Please can you help, having problems since this afternoon with my macbook. Am not very computer literate so please accept my apologies for my basic description and please talk to me like a 2 year old!
ok firstly, when I try to type a sentence the cursor will suddenly turn blue (as if highlighted text) and I can no longer type OR the cursor automatically moves itself to somewhere else in the sentence so my typing is incomprehensible.
secondly, when I used the trackpad and the little arrow moves round its automatically highlighing things and dragging them when I havent selected them.
thirdly, I have never used the 'middle' button on the bottom of the track pad but the document I am typing will suddenly freeze and I have to press this middle button to almost restart it again
lastly when no applications are open and I select something on the dock its actually moving the icon and a little white cloud appears by it and it wont go
Please help! I've no idea what I have accidently pressed to cause this

I can touch on one of the issues you had. I have had similar problems while typing over the past year. My Macbook is the original black model that came out in 2006. In May of last year, when typing in Word, a text editor program, and even in Safari, my Macbook's text on the screen would skip back to a beginning of a sentence or a phrase (if doing a Google search in Safari). It would also highlight text as I was typing and consequently the highlighted text would get deleted. Sometimes the text output would not be what I was actually typing.
The first time I brought the machine to the Apple Store Genius Bar that May, the techs replaced the whole top case (including the keyboard). Everything seemed fine for about six months, but the problems started occurring again.
I took the machine back to the Apple Store this week (I have been using an external keyboard most of the time and could deal with this annoying issue). The Genius Bar tech said the problem was not with the keyboard or the logic board, but with software that wasn't compatible with Snow Leopard or software that was maybe PowerPC. He also suggested the User LIbrary was corrupted. In light of these possibilities, the Genius Bar tech suggested a few remedies: 1) Back up the hard drive and do a clean install of the operating system (completely erase the hard drive, reformat it, then reinstall the operating system, then restore it using Time Machine or any other backup software you use), 2) Create a new user account and use that to see if that solves the problem, or 3) Delete software that is not compatible with Snow Leopard (any program that is not 64-bit). He recommended opening up Activity Monitor and looking to see which programs are running that are only 32-bit and delete those.
I tried option #1 and this solved the typing issues I was having.

Apple support for MagSafe - "T" shape exhibiting a strain relief issue

Dear all,
I´m very disappointed about the apple customer service in Munich.
I´m apple customer since 2001. I bought in this time serveral Macs, Macbooks (in the past powerbooks and ibooks), iPhones and Ipads.
Luckily, I had to go to the service center very seldom.
Unfortunatelly, now I have problems with the Macsafe and I had to go to the apple "genius" bar, today.
The Problem is the famous ""T" shape exhibiting a strain relief issue" and the replacement programm http://support.apple.com/kb/TS4127?viewlocale=de_DE
I unplugged the Macsafe very seldom, because I don´t use it mobil. The battery was charged only 10 times.
The Magsafe looks like new. But every time when I touch the wire only a little bit at the "T" plug, then it stopps charging and the Macbook Pro is running on battery mode. Then I have to try to put the wire in the right angle again and everything is fine. (It´s a little bit different to explain it in english, but it´s the "
"T" shape exhibiting a strain relief issue" problem.
You can read about the problem also on the german apple homepage:
http://support.apple.com/kb/TS1713?viewlocale=de_DE
Dieses Programm deckt Zugentlastungsschäden für einen Zeitraum von drei Jahren ab Kauf eines Netzteils mit einem Computer oder eines separaten Netzteils ab, oder bis zum 21. Mai 2012, je nachdem, welches Datum weiter in der Zukunft liegt. Netzteile, die nicht in diesen Zeitraum fallen, sollten anhand der Schritte im Abschnitt "Zusätzliche Informationen" in diesem Artikel überprüft werden.
Unabhängig davon, ob Ihr Produkt noch von der Garantie abgedeckt ist oder nicht, können Sie das Netzteil zu einem autorisierten Apple Service Provider oder Apple Store bringen, um es untersuchen und ggf. ersetzen zu lassen. Je nach Ergebnis der Untersuchung haben Sie ggf. Anspruch auf ein kostenloses Ersatznetzteil. Anzeichen von Unfallschäden heben die Abdeckung auf. Bringen Sie auch den zusammen mit dem Netzteil verwendeten Computer mit. Er wird benötigt, um einen möglichen Netzteilaustausch zu korrekt zu erfassen.
So I made a appointment and went to the Genius bar today.
Unfortunatelly, the "Genuis technician" was not really aware of the problem.
To be honest, I had never such a customer unfriendly expirence.
I explained the problem and showed him the problem on the apple homepage and said, that I use it quite seldom and not mobil.
Then he whispered to his collegue (-> this is very unprofessional)
And then he said:
No, this is only for USA. I have no rights. He don´t want to see the Macbook and the Magsafe.
I can buy a new one or get a replacement with only 3 Month Gurantee with 20 Euro discount.
Then I said, that this is written on the german homepage I read it in a forum that it is also valid for german.
Furthermore on the buttom is the sentence, that apple will check it (also if there is no warranty) and that they will replace it if necassary.
Then he said that the programme is only vaild till 21. Mai.2012 -> I showed him that there is written till 21.Mai 2012 or 3 years after purchase.
But there was no way to convince him. He only said that I can buy a new one.
I wished him a happy new year and got home.
This is really customer unfriendly and really waste of time.
The problem is known. Everyone can read it in the web.
Even on the apple homepage.
And it seems that nobody wants to know about it.
I don´t understand why the problem is written on the german homepage and that there is also written, that they will check it...

That should work fine, have done this with one for years, it's (back and forth between T and L shape, and the power rating has been 85 watt although the unit came with a 60 watt) ok to use a higher rated one, you don't want to use a lower rated one for your machine.
You should be fine.
Hope this helps

My ipad is glitching out and cannot press all the things in the screen should i reserve a place at the genius bar ?

my ipad mini is starting to glitch out and wont allow me to press everythig on the screen. i tried to restart my ipad but it wont let me write in things on the keyboard. Should a reserve a place at the genius bar?

sorted the problem. Hold down the home button and sleep button at the same time for aprox 10 seconds until the device switches off and restarts with the apple logo...... done

Genius bar/apple support - trackpad problem

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