Genius bar spends $10,000 in parts diagnosing brightness turned down.
Вставка
- Опубліковано 16 чер 2019
- tinyurl.com/rossmatrix
Let's get Right to Repair passed! gofund.me/1cba2545
9to5mac.com/2019/06/11/macboo...
👉 Leave a tip: bit.ly/postamessage
👉 CHIPS & COMPONENTS:
› bit.ly/2jaAOXM
👉 Discord: tinyurl.com/rossmatrix
👉 TOOLS USED:
✓ Soldering Irons:
› Louis' Hakko station(no tweezers): amzn.to/2cKkMyO
› Paul's Hakko station(works with tweezers): amzn.to/2yMvWNy
› Micro Soldering Pencil: amzn.to/2d5MWUP
› Hot tweezers: amzn.to/2yMvZsZ
› Atten ST-862D hot air station: bit.ly/atten862
✓ CHEAP HAKKO ALTERNATIVES:
› TS100 soldering iron: amzn.to/2Gy1Fqz
› Recommended tips: TS-C4: amzn.to/2GSDoz3 TS-KU amzn.to/2Elofke
✓ Preferred Soldering Tips
› Fine: amzn.to/2d5MgPn
› Flat: amzn.to/2JnsDBT
› GPU wicking: amzn.to/2w8chtB
› Micro soldering tip: amzn.to/2qUSFDh
✓ Microscopes:
› Microscope: bit.ly/nicemicroscope
› Barlow lens: amzn.to/2yMKdKf
› LED light: amzn.to/2nzfPT2
› CHEAP alternative microscope: amzn.to/2rTlHbj
✓ Soldering/Repair Supplies:
› Solder: amzn.to/2cKkxUp
› Desoldering braid: bit.ly/2otflOX
› Flux: bit.ly/amtechflux
› Solder paste: bit.ly/amtechsolderpaste
› THICK insulated jumper wire: amzn.to/2rvtD0A
› THIN insulated jumper wire: amzn.to/2I47DQY
› Kapton tape: amzn.to/2yN0xuq
› Tweezers: amzn.to/2d5NBpi
› Blades: amzn.to/2ByWnvF
› Freeze Spray: amzn.to/2BySozw
› Conformal coating: bit.ly/greencoate
› Conformal coating curing pen: bit.ly/uvpen
✓ Diagnostic tools:
› USB amp meter: bit.ly/2B2Lu5W
› USB-C amp meter: bit.ly/usbcamp
› On-Screen multimeter: amzn.to/2jtgY9K
› Multimeter Probes: bit.ly/fineprobes
› CHEAP multimeter: amzn.to/2zjkg8U
› Bench PSU: CSI3005P bit.ly/benchsupply
› Phoneboard: phoneboard.co
✓ Ultrasonic Cleaning:
› ALL MACBOOKS & CELLPHONES: Crest P1200H-45: bit.ly/P1200H45
› PRE-TOUCHBAR MACBOOKS & CELLPHONES: Crest P500H-45: bit.ly/P500H45
› CELLPHONES ONLY: Crest P230H-45: bit.ly/P230H45
› Branson EC cleaning fluid: amzn.to/2cKlBrp
✓ Desk supplies:
› Desk: amzn.to/2yMShdZ
› Chair: amzn.to/2LB8bUB
› Fume Extractor: amzn.to/2d5MGoD
› Work mat: amzn.to/2yMtlTR
› Outlets: amzn.to/2yNsZwo
› Gloves: amzn.to/2iUfumS
› Durable lightning cable: amzn.to/2yNHzUt
› Fine tipped snippers: amzn.to/2HGt4XB
✓ Screwdrivers:
› iPhone bottom screws: amzn.to/2yNwX8p
› Macbook bottom screws: amzn.to/2AKMdVb
› Torx T3: amzn.to/2zjtxxH
› Torx T5 amzn.to/2BLNDn4
› Torx T6 amzn.to/2B0XIfA
› Torx T8 amzn.to/2CpWp68
› Phillips #0: amzn.to/2AJaHhM
› Phillips #000: amzn.to/2yNqsCl
✓ Boardview software used: pldaniels.com/flexbv/
✓ RECORDING EQUIPMENT:
› Work cam: amzn.to/2QjHnt0
› Overhead cam: amzn.to/2eAH0oT
› Work mic: amzn.to/2WGIhzw
› Home mic: amzn.to/2xfampC
› Microscope camera: amzn.to/2icVQoG - mine is DISCONTINUED, closest one I can find.
› HDMI capture: amzn.to/2iyGcle
👉 REPAIR SERVICES:
› We fix Macbooks & offer free estimates. bit.ly/RossmannLocalBoardRepair
› Send your Macbook if you live far away! www.sendyourmacbook.com
› Manage a school district using Macs? Save money through repair, training & buyback programs! bit.ly/2ow4Z17
› We offer iPhone data recovery: bit.ly/2BDBX4G
👉 LEARN HOW TO DO THIS:
› In-person classes: bit.ly/classrg
› Beginner's guide: bit.ly/2k6uz84
› Support forum: $29/mo bit.ly/boardrepairforum
👉 SHILLING:
› Buying on eBay? Support us while you shop! www.rossmanngroup.com/ebay
› Rossmann Repair Group Inc is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for sites to earn advertising fees by advertising and linking to amazon.com
👉 Leave a tip for us via cryptocurrency if we've helped you out:
› Credit card: bit.ly/postamessage
› Bitcoin: 1EaEv8DBeFfg6fE6BimEmvEFbYLkhpcvhj
› Bitcoin Cash: qzwtptwa8h0wjjawr5fsm0ku8kf40amgqgm6lx4jxh
› Dash: XwQpZuvMvU44JT7C7Uh6xHvkSadzJw9fMN
› Dogecoin: DKetsoCvwa2hF29ssgUA4Wz4hxT4kj3KLU
› Ethereum: 0x6f6870feb48f08388ee345cf0261e2f03d2fa310
› Ethereum classic: 0x671bfd61ba87edf6365c97cea33d66ba73645510
› Litecoin: LWnbTTAjojZQt68ihFJFgQq3cYHUsTcyd7
› Verge: DFumZ5sMhi3JktLQpsTVtV9xUt3zKDrcZV
› Zcash: t1Ko3FkphQYoQroQc8k2DVk4WKMAbmNR8PH
› Zcoin: a8QdvArHmdRYe1MjiqtP6jDNe6Z4JgnRKZ
› Brave Browser: brave.com/lou796 - Авто та транспорт
I bet the apple employee that that had a brain and figured it out was imediately fired
He was shot
Out of a cannon into the sun
Jesus you guys sound like me and my sister
He's a genius. We can't have geniuses in the genius bar
@@africanelectron751 2 times in the back off their head, Police ruled it a suicide.... the Clinton special
That bluetooth mouse story is priceless lmao
You know what, I suspected it was something like that by the way he was describing the problem!
Been there done that...
That's an amazing troll...
I hate ppl who hate tech but they are just stupid so nothing ever works because of that.
My neighbor was a GM mechanic at a Chevy dealership. He had stories galore about troll repairs. My favorite was the lady who had a 53 Fleetline. Brand new car, bought on her teacher's salary, and it died at every stoplight. Every time it died it took ages to restart. Every mechanic had her car in his stall at least twice. She wouldn't accept another car, this one was the perfect color. My neighbor finally asked the lady to take him for a ride in it, nobody could make the car fail. She hopped into the driver's side and pulled the choke knob out all the way, then hanged her purse on it. She remarked on how marvelous it was the Chevrolet would make such a handy gadget as a purse holder. Rather than try to reeducate the lady he just installed a carburetor with an automatic choke and sent the lady on her merry way.
When I was a teen I was messing with my father's home stereo set-up on the weekend I visited him. I was seeing what the different knobs did. Two weeks later on my next visit he asks me if I had been playing with his stereo. "Yeah" I said sheepishly.
He goes on to tell me he pulled all the componets out, spent hours diagnosing and finally brought the reciever into an electronics repair shop. The reason the music was coming out of only the left speaker is because the balance knob had been cranked in that direction.
The older I get the more I enjoy that story.
This is why, when diagnosing a problem, I always start with the simplest fix first and work my way back to the hardest fix. The first thing I would have checked would have been the balance and fade buttons.
@@aaacomp1 yeah but when you use something every day and don't mess with it and one day it doesn't work right you don't think about the things you haven't touched
@@seniorchonkza997 sure you do. It's a rule that you always follow. Simple to hard, every time.
I'm still to this day laughing at the notion that Apple calls their staff geniuses. It's unintentionally funny in all sorts of ways.
It'S tOO MaKe ThEm FeEL SpECIal
@@mrcalidonia7582 bUt ThEy ArE nOt!
They should call them Einsteins!
[insert that old ass genius rage comic]
More like Geni Ass
This is why I watch your vids--integrity. A company you hate actually performed a good business practice that you agree with and you say as much and the logic as to why when you could have roasted them needlessly instead from the headline alone.
If more people had this level of clarity and sense of fairness, the world would be a better place.
Amen
I would upvote this comment a hundred times if I could
Louis is a man of self respect
Rossman 2020
@@corywilliamsmith all aboooooooooard the hype train, bois
Pay over 2 grand for a laptop
Can't control brightness without being signed in
think different
They do this shit because they want people to buy new products or pay Apple repairs
On my Linux laptop the OS allows me to change the brightness in the login screen, and it keeps track of the brightness separately from a logged in user. That's a strange but functional way to do this, but MUCH BETTER than the way crapOS does it.
I am truly amazed that people still spend their hard earned money on Apple products today.
"My heart pumps piss for you" - Louis Rossmann, 2019 (7:45)
That Bluetooth mouse trolling example killed me! Lmao
Yeah that was great. First thought it was a cheap charger. Have seen this with a few notebooks (including my own) cheap no name charger - TouchPad acting funny. Didn't care since I usually use an external mouse. Funny thing that the external mouse isn't influenced by it.
Welcome back from the dead...
@@musashi939 I had a laptop that every time I set it on my dad's coffee table, the trackpad got glitchy and unresponsive. Pick it up, it was fine. Put it back down, the cursor would start acting erratically and the trackpad didn't work. So, my thought was maybe something in their counter was doing it.
To this day I don't know what caused it. My solution was to never use that laptop on his coffee table. Wasn't plugged in either, so at least I know it wasn't a dodgy charger.
@@parallelcircuit wow. That's weird ass. Was the table conductive and shorted something maybe? Maybe some bad mass potential and the table shorted two screws that had a potential between each other. Fascinating..
what kind of madman stuck shit into their backpacks and dont bother to turn them off?
Your blinker lamp is broken, you will need to replace the whole engine. Apple car
Your radio doesn't work? Looks like you need a new engine control module. That'll be $1200, please.
-AppleCar Genius.
You have punctured your tire? We have to replace ALL you tires, the transmission system, engine, radiator and etc. It will be $12k before taxes
LMAO!!!🤣
Don't give'em ideas.....
Refill blinker fluid
Hello Louis, I'm an electronic engineer myself so I enjoy your repairing content very much as I don't work with computer boards on a regular basis and there's always something to learn. I'm also impressed by your vlogs about life as you seem to be a smart and hardworking guy and I also share a lot of your opinions. In a few weeks I'll probably have watched all of your videos. Take care! Simon
Apple once replaced my MacBook Pro Retina's motherboard under warranty because when I would have the laptop on my lap the screen would occasionally turn off. If I shifted the laptop it would turn back on. I initially thought it was a lose connection and brought it in, but it worked fine and they wanted to see a video of it. So I took it home and shorty afterwards it happened again. I got it on video and brought the laptop back. They installed a new motherboard. A week or so after getting the laptop back I had the same issue. I then realized the magnet on the money clip on my Fossil wallet was in just the right spot when on my lap that it triggered a magnetic switch that detects a closed screen lid. I was then able to replicate the "problem" at will.
@funkamne5ia h paid for warranty
Tbh that would have been extremely hard/impossible for someone else to diagnose.
Genius : person with IQ 160+
Apple's Genius : the rest
Genius is actually IQ over 140
Let's say their definition of genius is "Someone below average IQ"
IQ Below Roomtemperature
Apple's Geniuses are those ppl who failed to get a job in McDonalds. :]
So I'm an apple genius? :p
Re: the bluetooth mouse story; I work in electronics and software development, we've all had bad days where we spent an embarrassing amount of time on something so simple we just overlooked it. No one likes to admit it, everyone has had one of those days at some point in their lives!
Reminds me of the time I needed to get a printer installed on me and my dads lawyers PC... I reach back and the cable is in, nothing is detected and nothing works tho, even the software installation can't detect shit. We try it 3 times and spend 20 minutes before I'm thinking the physical connection must be damaged somehow.. I spin the semi large printer around, and realize the USB printer cable was inserted in the Ethernet port... I just burst out laughing, leaned over the table with my arms pointing towards the issue just trying to breathe.. My dad just stood up, went blank in the face... Slowly sat down and facepalmed before laughing his ass off.. We never told them about that, but it got fixed and they were happy.. Not sure who initially put it there, but when two IT guys can miss it, oh well.. Takes a bunch of idiots for a circus, right?
@@W0ND3RB0Y1 Speaking of printers, several years back around the time Windows 7 was still brand new, I got an HP F2210 which was detected and driver installed fine but the printer refused to work at all, I don't recall if they had a separate 32/64 bit installer at the time (I think there was only one download), but I found out that it wouldn't work with a 64 bit OS, worked fine with any of the 32 bit systems I tested it on, dunno about you but for me printers are the worst, sometimes even when they are working fine there's no guarantee that it won't be broken again the next time you go to use it.
Our IT dept is so smart, that after an hour of not being able to connect online with a house laptop, i suggested they stop trying to use the wifi usb dongle to ethernet and just use straight ethernet... which of course was the solution.
@@vgamesx1 Yeah, I hate printers... I was an intern at the town hall, not educated so they couldn't hire me even though they wanted to.. (deep sigh)
But when you're dealing with everything from the local firestation to the local kindergarten.... Well, you get around the city and get to deal with practically everything, but somehow printers and having to NAT them etc. is just the worst.. It's so tedious for some reason?
I wanted to replace my thermal paste on my laptop a few days ago. All went fine, but it wouldn't boot. (note: my power button is ON my keyboard, which had to be removed in order to reach my fan and heatsink assembly) After a good hour of looking through the manual trying to figure out why, I decided to disassemble it again. Turns out I forgot to plug my keyboard to the motherboard. I let out a huge sigh before facepalming so hard
We had a similar one to the Bluetooth mouse.... Customers internet wouldn't work. When we tried it, it worked fine. They came to collect it, it stopped. We fiddled a little, then they left, and it started working....
Turns out they had a portable 4G hotspot they were carrying around, switched on, in their pocket. Because we set the computer up in the first place, it had our customer WiFi settings already in, and Windows would connect to ours when they left, and reconnect to their hotspot when they came back.
The problem in the end was just their crappy ISP DNS servers being broken yet again.
This happened to me a few months ago - posted a video about it on my channel. The problem is that on the touchbar models there's no way to turn the brightness back up until after you've logged back in.
That's why they're called the Genius Bar because they're absolute Einsteins
They are as smart as a -0 . :]
To be fair to the Geniuses, sometimes the biggest problems have the simplest solutions but it's always that simple solution that you think of last. Just like happened to me once when i couldn't figure out why my external screen would work intermittently and after checking settings on both the PC and external, finally figured out the hdmi cable wasn't fully plugged in. Wasn't by much but was still enough to give me problems and yeah i looked real stupid for not checking that first. Might be the sensation that Genius had when he figured it out.
@STORCK woo boy going straight for the ad hominems awwright we got ourselves an Apple apologist here
@STORCK nice bait
@STORCK enjoy your $999 display stand.
I had almost the same exact mouse issue a few years ago! Mouse in my bag being "clicked" by something sitting on top of it. I didn't realize the problem until I had to walk down the hallway with the laptop out of range of the mouse and saw the "mouse disconnected" popup. sigh... good thing is these are the pearls of wisdom us tech folks keep in a special memory file to pull out later :)
Louis - I agree. But remember - Apple is a BIG corporation. They don't care what happened. That money just hits an expense line for them. Which is a cost of business. Which they then add into prices of other items to increase margins and cover (increases, etc.). Think $1000 monitor stand. And ultimately all Apple customers end up paying.
"all Apple customers" is a group that people voluntarily join. Solution: don't join that group.
If Apple were running a hospital
Patient : Hey doc, I got the flu, can you take a look?
Doc : I'm afraid there are deeper problems here, we'll need to replace your entire respiratory system - but we are unable to do it alone - we will also need to get you a new heart. That'll be $5 million
Patient: *I don't feel so good*
Apple hospital: _guess you'll die_
One time at work my boss hand random letters typing. He thought he was being hacked or something.There was an old wireless keyboard that was still plugged into his computer. The keyboard had a bunch of stuff stacked on top of it. It was pretty funny! I don't quite remember how or why I figured it out, but I'm pretty sure it was obvious to me. I think I unplugged the keyboard and was like "Why it still typing?" and probably found the other wireless keyboard plugged in at the same time.
The exact same thing happened to my wife. I even restored an image to try and solve the problem, but it was still there, and then we found the wireless keyboard in the next room :)
Just a quick tip, for what it’s worth :
Once an imageless mac boots up, instead of guessing, you can simply bring up voiceover by pressing cmd f5. This will then give you speech feedback, and let you login without the guesswork.
That's a good tip. Here, have a 'thumbs up' from me (#7).
He mentioned it was using the Touch Bar, and it would only be usable after being logged in.
@@youuuuuuuuuuutube Which is why the OP suggested a way of logging in without needing the screen...
@@TonyRule The touch bar itself is not enabled though, how can he push F5?
youuuuuuuuuuutube fair point, didn’t thought of that. It seems CMD+triple press Touch ID does the equivalent of CMD+F5. This should give you at least a way to access the keys if not visible. Cannot test, only assume.
Employee 1: "Hey dude, look out we have a customer."
Employee 2: [hastily wipes drool from chin and pulls baby carrots out of ear canals and nostrils] "Oh hello welcome to the Genius Bar!"
Funniest comment so far. :)
sounds like he fucked his ear canal with a baby carrot
How did he hear the first employee witg baby carrots inside his ear canals? 🤔
Very vivid description: automatically brought a visual! 😁
When I learned how to fix things professionally the first thing that was ever taught to me is to examine the most simple causes of a symptom first. I thought at the time this was common sense. I see now I was gravely mistaken.
Ockham's Razor.
@@eIucidate So why is so damn hot in here?
@@Marek-gn9jn I'm not sure what you're alluding to.
It may not have cost the customer money directly, but it did cost him his time and expense of going back and forth to the store and loss of the use of his laptop.
Yah, but tech is tech, you can always have problems with tech, and repair people aren't magical fairies. They are also just people.
And some poor customer probably has or had to pay for a "fix" because their machine wasn't under warranty anymore.
@@Tuulos Well let's face it, PEBKAC...
Great video. I can relate, I was a jet engine mechanic for 24 years, and we had plenty of cases where basic troubleshooting would have solved issues, but a more complicated approach was used. Like the time a component kept getting replaced, but it turned out to be a burned out indication light bulb in the cockpit that was bad.
It's seldom the simple stuff that goes wrong as as such when it is the simple stuff, it spins you in circles!
"kinda sorta" I love it how you refrain from calling the customer an idiot, but still try to say that they are not without fault.
I really love these peculiar repair problems, you had. I would love to see a video dedicated just to these funny, yet also very educative examples.
Louis explains things so well. He also says what he means and means what he says.
What's really stupid is that the Macbook doesn't default to full brightness when booted up and going to the login screen. Only after a user has logged in should it change brightness to that user's last setting.
I have a couple of good ones.
I worked at an ISP for a while on the helldesk. Got a call from a guy who was having problems getting his connection setup. He'd just bought a new PC and the mouse wasn't doing the right thing when he clicked. It would bring up a menu when he left clicked. Since I'm left handed I knew what the problem likely was. I asked the customer if he was left handed. Yes. I asked if the computer salesman asked if he was left handed. Yes. I asked if the salesman asked which hand he used on the mouse. No. Aha! He was sold a left handed mouse but he moused righty. So I talked him through using the 'wrong' button to go to the mouse control to swap buttons.
I worked at a computer shop for a while and the boss had opened up early for a customer to bring his PC in. It was acting weird but whenever he took it to any shop it was fine. Back at home, weird again. Well lucky for him he was in a hurry that day and that made all the difference. I went into the back, saw the tower and busted out laughing. The *entire* motherboard side of the case was tiled in magnetic business cards. With the board only about a centimeter away from the side of the case, totally covering it with magnets would push enough flux through to do weird twiddles to the electricity flowing around. I peeled the cards off, booted up and it worked perfectly. No charge to the customer and we told him to keep the magnetic cards on his refrigerator. He'd always taken them off the tower before taking it to the other shops, then slapped them all back on when he took the tower home.
There's always something more than meets the eye when it comes to electronic repairs. What customers need to and don't understand is the complexity of these machines.
Sometimes as technicians we are overwhelmed by the knowledge and experience we have with these machines, we offen end up overthinking about a solution to a simple problem. But then again this is always why trouble shooting always has to start with the simplest solution possible.
Your situation with the bluetooth mouse was a perfect example and it reminded me of my personal experience when one of my customers had disabled his synaptics (trackpad) and brought it in for a trackpad repair.
I really Appreciate that you are not talking down on the technicians at apple. Am pretty sure the management at apple has their own way of dealing with customer related issues. Whether it costs more on their part or less, the key is to return the device in good working order. The customer should never be exploited.
"My heart pumps piss for you."- Louis, 2019
I am a former Apple “Lead Genius” that trained at Cupertino back in the day...what shocked me about this story is...the VERY first day of training our instructor put a MacBook Pro on the table and told us “This system appears to not be working...no display...what do you do?” Several folks started saying “logic board”, “new display” etc etc. He then said, “You sure about that?” He then hit the brightness up button and up comes the display. He then told us a phase we always kept in the forefront of what we did “keep it simple stupid”. One of the things Apple has failed at over the years is undervaluing their support aspect. They are watering it down, paying less and not training as well any longer. This started when I was working for them. This situation is a basic thing they should have checked right away. As techs we all can make mistakes or over-think a repair. I’m guilty of it. But I personally know they are cutting back and have been with their support, so what you are producing now are bad, improperly trained techs.
OMG, I just had a flashback...
MacBook Pro, trackpad was working fine, except it was not registering left clicks. Plugged in a usb mouse, the mouse left click was not working either.
We went through PRAM / SMC reset, deleted plist files to try to remove BT, mouse and trackpad configurations, but as soon as the used logged in the left click would disable itself again.
Even booting from an external hard drive from a supposedly non-configured macOS was still not solving the problem.
The problem? A magic trackpad another user was trying to pair on his Macbook on the other end of the office, that was causing issues. Once we switched that off, we regained the ability to left click and we were able to remove all pairing information that - for some reason - were stored within the BT module.
Madness.
Windows laptops have a simple solution - just select second screen only and voila, the main laptop screen just went blank!
On my Lenovo it a bottom to switch the laptop screen off. A simple solution to a simple problem
and there's no touchbar
End of the day, windows is always superior
@@thornhead91 that sentence makes no sense
@@Fruitysfaction It looks like they accidentally a word.
"On my Lenovo it (has) a (button (spellcheck)) to switch the laptop screen off."
Context is important.
I worked in a pc repair shop in the early 2000s. Customer brought in their pc and all their cables and peripherals. I wouldn't normally have used all the customer's stuff because they don't usually leave them, but in this case, I used everything that was brought in with the pc. The symptom was that the computer wouldn't power on. I was troubleshooting for a couple of hours, replacing damn near everything and still couldn't get it to power on. Finally, at the end of it, I thought to use a different power cord instead of the customer's. That was it. The pc had a bad power cord. Visually, there was no damage to it. I called the customer and told them they could come get their pc. I only charged them for a new power cord, not my hours of stupidity.
The joys of repairing things... I had this nice picture that summarized it perfectly:
"I didn't change anything
I didn't touch anything
It was like that when I found it
Customer, you don't need a technician, you need a priest because that thing is haunted. If you do remember changing, touching or dropping something, do come back"
Mind if I steal that line
@@akaiappears
Go for it, I've loved it since the first time read it
lol, as a tech myself I can imagine the frustration, glad you figured it out.
This reminds me of a story where I was hailed as the smartest kid in kindergarten. I was the new kid at a new school, and I sat down at 1 of 2 computers and I was immediately told "no! that one is "sick", it's broken!" and of course me being interested in computers, I tried anyway, despite their protests. The screen was blank. I almost immediately messed with the contrast and brightness wheels on the old CRT monitor, and the computer faded back into life. The teacher was dumbfounded and the students were ecstatic. I was the hero of the day. They said I could use the computer for the whole day if I wanted, but secretly I didn't want to, because it had Windows 95 while the other PC had Windows 98 with the better games on it. It had been sitting there over a year in it's "broken" state. I'm still proud of that moment. I think I was like 5 years old or something.
I understand you don't care because Apple paid for it...
But:
- The consumer need to go multiple times to the store and loses time by this...one time would have been sufficient if Apple would take the time to properly diagnose the machines
- Replacing logic boards for the wrong reasons...is also just bad for environment if the old board isn't get refurbished.
- That you can't increase the brightness until you are logged in...is just a wrong design
"Did the consumer end up paying for it?" The answer is yes _and_ no. The consumer didn't pay money. But, the consumer did pay for it in the time lost for the Apple person to "fix" the problem. While time isn't exactly the same as money, some consider time equally valuable to money. Losing a bunch of time in diagnosing the computer and the loss of productivity from using the computer is still something the consumer lost in this process. If Apple hadn't designed a catch-22 situation, it would have been an extremely simple fix instead of however long it took that Apple "genius" to finally arrive at a solution.
Have you ever repaired laptops? I have. Sometimes, it takes you days to figure out the problem. Sometimes, it’s 30 seconds. Faulting Apple for a one-off situation is ridiculous. Apple geniuses are PEOPLE too. Some of them may even be quite intelligent.
And to be fair...the customer should have known what the problem was an tell them.
granted, somethimes tech support just doesn't listen when you tell them something, but you would think this should have been resolved earlier.
@@onemanshow4116 I'm not faulting the genius repair technician fully (though, they are complicit), I'm faulting the laptop engineers who designed it... who actually deserve this blame. It's a chicken and egg problem. That the touch bar requires a fully booted OS to function is entirely a design miss.
Instead, the designers should have created a small bit of latch code that the boot ROM can run immediately at power on to operate basic functionality on the touch bar (i.e., screen brightness). This design would immediately power up the touch bar's basic functions upon power on.
The OS can later overwrite and extend these functions when the OS is fully booted. This is the problem I fault Apple for... lack of forethought in design. I do also fault the "geniuses" because they should know how the laptop functions... including this chicken and egg touch bar design problem. The geniuses are not a third party repair company. They are part of Apple and should have full access to all of Apple's internal design specifications.
That bluetooth mouse really had you running in circles, and I can totally understand how that can happen. It reminded me of two kind of similar stories, one which took down a telephone switchboard repeatedly, and another that just cost a lot of money and time. The later I was involved in myself so I'll just tell what I can about it.
Warning: Wall of Text™ coming up!
It all started with selling a motherboard that was to be used in prototyping a control computer for a multinational company. It was just about the most advanced motherboard you were able to buy on the market, and it was priced accordingly. When the customer called back having stability problems we contacted the manufacturer who shipped a replacement. Then the customer called back saying that this one didn't even post. After verifying everything we could over the phone we got them a third motherboard, but this time I tested it before shipping to the customer. Now you all know where this is going so when this third motherboard didn't work, and by this time we'd had the time to test the first motherboard they had problems with and found it working fine, so the problem obviously had to be on the customers side. Now this was prototype work, and the project had a budget most of us can only dream about, so I got voluntold to go have a look at what was happening.
So packing another motherboard we'd tested, along with all the processors, memory, and powersuplies needed to test everything we could think of I got whisked away to the customers HQ where I met their technicians.
After swapping the motherboard several times and testing all the components and figuring out that everything worked fine up until the moment we installed the last four memory DIMM's we were all scratching our heads. All three of the motherboards had been tested with all memory slots used and none of them had had any problem with that. We had traded off replacing the motherboard while those standing by kept notes and tried to see anything that looked out of place. By this time we were almost ready to call it a day and I started thinking about finding a hotel in the area. Then suddenly something got me thinking straight.
So I told them to remove the motherboard a final time, and while at it they could tell me about the chassis they were mounting it in. It was proprietary to their use, so currently it was the only one in existence. When asked about the mount points they produced the specifications. Now I was pretty sure what was happening, and it was extremely embarrassing to all of us. Following the specifications they had standoffs at all the mounting points. Problem was that this being a way advanced motherboard with memory slots and processor sockets crammed tightly together the manufacturer had to skip one mount point that just happened to be located under where one bank of memory was located. So yes, there was a mount stud in the chassis right under the memory, and when we installed the last four memory modules the motherboard always stopped working as this had us press the motherboard down so it made solid contact with this stud. A few seconds with a drill removed the problem and suddenly everything worked.
We all stood there just staring at each other trying to think of how we should explain this to their boss without all of us looking totally inkompetent. In the end we agreed that there was no good way to do this. I don't know what they ended up doing about it, and I never had to explain to anyone just what had happened or how four of us could miss that that we only used 14 screws to secure the motherboard when there were 15 mounting studs in the chassis. And there's one hint for when you build a computer with a new motherboard, count the mounting points and the mouthing holes in the motherboard and make sure you don't end up with a stud hidden under the motherboard. Some times, and especially with advanced and expensive motherboards the manufacturers has to either skip a mount point entirely, or use an alternative mount point. Things like this can sometimes be tricky to see, as some alternatives can be very close to the standard. So once you starts screwing the motherboard down you can count the screws used to make sure you use all of them.
In the end a simple mistake had cost them several weeks of head scratching, it had us shipping several very expensive motherboards back and forth, and finally had me and three technicians standing around scratching our heads for several hours, not to mention travel expenses and 20 hours travel time, and I have no idea how much it had cost them in delays. It also made me add another thing to check for, and taught me that no matter how well experienced or educated people are or you can't know that they haven't made a very simple error. This is also why we all get the dreaded "Have you tried turning it off and on again?" when calling for support. Usually the absolute majority of support calls you get are regarding very simple mistakes on the customers side. The hard part is finding a way to ask them if they are sure the power cable is connected without having them go ballistic at the other end.
And regarding the wall of text, you were warned!
"My heart pumps piss for you" is back from the old Louis days! Wooo 😂😂
I love watching your employees run around behind you. I don't know it just cracks me up :)
It's a small shop, there's no way to not move behind the camera, and it being near the front is even worse.
Thank you Louis for sharing your story.
Made me laugh a little, and brightened up my day.
You are qualified to start working at a Genius Bar - IF ...
1. You know how to make apple pies
2. You have an IQ the same as an apple, or lower
3. You do not know how to fix apple products
4. You do not know the difference between an apple and a laptop
5. You do not know how to start a flashlight
6. You buy Apple products
Thanks, I really needed to learn more tonight, Knowledge = power!
Yes! You made a video on it!! So crazy!!
I did learn something. I will be using "My heart pumps piss for you" from now on!! Really like that expression lol.
Wish the whole world had your sense of honor, Louis. Spent 30 percent of my life in the auto repair trade. "Genius Bar" antics run rampant there too. Plenty of honest shops/techs out there but for minimal industry karmic equalization, I believe the good/bad ratio needs to be 4:1. Not sure about the computer repair world but the car repair world is not there yet.
7:46, that's the first time I've ever heard that one; "my heart pumps piss for you." I like it a lot! Most excellent 👌.
I can feel the frustration resolving those issues
the day wouldnt be complete without an ol rossman video :P
"so it doesn't fucking troll the repair shop!" I'm dying lmao
3:48 So Apple did to themselves what they usually do to the customer? Hearty Guffaws!
Haha glad you reviewed this ! Thanks Ross you the Man!!
I work for a telephone carrier as tech support, so i work with alot of iphones. Customer calls in to see if he can switch out his malfunctioning phone out for another phone until he gets his replacement.
I asked him what happened to the phone, he said phone dont make a sound when a call comes in, it just vibrates (thats hint number 1), and cant do a 3 way call but can make incoming and outgoing calls (hint number 2). So i asked him to see if the phone was on silent mode, and behold it was, asked the customer flip the switch above the volume button and the phone magically rings.
Hint number 2 was a connection issue to the network, i just had to refresh the connection on my end and 3 way calling works again.
The point is, basic troubleshooting is not being done by apple nor by many tech support agents that work for these carriers. I just saved this guy some money from getting another phone, (mic drop).
I wonder how many people will turn down the brightness and turn off the macbooks at the apple store now. They'll panic lmao
that is great idea, lets see if those genius know how to fix that? or report to hq that all macbooks are dead, need replace.
Apple would be well advised to configure their machines so that the brightness could be turned up regardless of the situation, with perhaps a small bug notification on the screen showing brightness has been turned down. ....but then that would make sense.
or they could override the brightness setting until you log in, so the brightness is always max until you log in. it's just as simple as that...
My biggest fight against an illusive gremlin was a contact faulty IDE cable. Had random bsod, sometimes the computer didn't even turn on and we payed a substantial amount of money to different repair shops over several occasions but they couldn't find it.
I've seen cursor scattering on a laptop with a bad power adapter as well. The issue was 2 fold; 1st) metallic body passed current to the touchpad, and 2) the broken power adapter is broken and passed on some AC current. As a result the cursor vibrate as you touch the touchpad. The model is Asus laptop, metal body, also tested with same brand with plastic body and it confirm the hypothesis.
Once had a geezer who was complaining that every time he typed in Word, randomly chucks of text would just disappear. Had the laptop back and forth for a bit and couldn't find a fault.
So had the chap demonstrate it happening - as I watched him type, I could see him brushing the trackpad with his thumb - highlighting sections of the test - which was then overwritten by his typing.
I pointed it pout to him, and he denied he was touching the track pad. So I placed a beermat over the track pad and asked him to type again...
Very fair approach. Me gusta.
Just hit me where I had heard this before. Back in the dark ages of CRT monitors, they had a knob below the screen for brightness control. Cleaning crew usually rolled the knob while cleaning the monitor and next day, "My computer doesn't work! Yes, it is on. Yes, it's making noise. Yes, I tried rebooting".
The thing with the bluetooth mouse turned on in the backpack happened to me as well once that I forgot to turn it off and even though the backpack was left down and I wasn’t touching it, the mouse cursor was still moving erratically using the touchpad. It took me some time to figure it out too but eventually I checked the bluetooth connections and I saw it... When troubleshooting you need to ask the simple questions first before getting into the more complex ones but we’re only humans... Experience is the key for that and eventually the more issues you see, the easier it becomes to diagnose them.
"My heart pumps piss for you" - Louis Rossmann 2019
It's good to hear that computer guy, Stefan from The Verge is settling into his new job nicely.👍
Was there a reason they didn't try plugging in an external monitor?
They ran out of tweezers so they couldn't properly secure the external monitor wires in place.
I've had that mouse issue in my shop too, I figured it out fairly quick because I've done it my self a few times with my own mouse.
I miss those translucent light up apple lights! Why did you remove those apple?
"because we needed to make the LCD assembly another mm thinner, so we needed to remove the mechanism that lights up the apple logo"
#courage
James Isaac I’m with you on that one! hihi217 I have to say bullshit on that one! leds have got small enough that you could still do light up apple symbol and keep the bezel size current MacBooks use! Then again current MacBooks are designed by interns by Louis account so maybe that’s why theirs no more light up logo. Shame on Apple as always!
I had the same situation when I was in repair. I build a customer a brand new computer and he wanted to hook it up to a TV to be used as a karaoke machine. So 8 built it and sent him home with it only for it not to work for him and he brought it back. So I used an old projector to show that it does indeed work. Later that day I don't a phone call saying it didn't work again. I asked him about his cables he said they were all new and that they worked with his previous computer and that it was our fault. At this time it was a matter of my reputation so I went to the customers house on a Saturday to get it working. It ended up being a faulty svideo cable.
That's some catch, that Catch-22!
Back in the days of CRT monitors, was fun to turn brightness down on the screen of a colleague, and watch them try to solve the problem of their screen 'not working'
I think you are an impressive person Louis, I only own a single Apple product and I could fix that myself but I am a dedicated viewer of your channel 😁
I like how you say it’s getting trolled. Perfect word.
**Relief that Louis chimed in on it**
I do exactly the same thing with my MacBook Pro and external monitor. The MacBook doesn’t always stay awake with an external monitor with the case closed. So I leave the MacBook open and turn the screen brightness down so I can use my 34” monitor. I never realized the touchbar isn’t on till you login because I usually don’t reboot often it’s a Mac not a PC where I need to reboot frequently.
"not a PC where I need to reboot frequently" maybe 15 years ago
You also could do an PRAM Reset by holding CMD + ALT + P + R immediately after turning it on. It will rescan the connected hardware and also resets the sound level and brightness level back to the maximum
I just wonder why the customer didn't log in with external monitor, then used the brightness control...
Apple users are not that smart, they're used to tech "just working"
rationalityfirst to be fair.. tech should be just working.. thats what its made for
To answer your question you ask at 6:30: "Is it our fault?". If it had been me in the same situation I would have answered "Yes!" to that question. You are the expert in this situation. Suck it up. This reminds me of a trick we pulled on people when we were kids. When we tied fishing lines to empty wallets while we were hiding in the bushes along the road. The moment people stopped and bent over with greedy look on their face to check if there was any money in the wallet, after checking if anyone saw him or her... well, yes you know the drill. We pulled the line in the moment people should pick up the wallet. It was hilariously funny! And it was hilarious how angry some people became. Mostly out of shame I believe. Those people had planned to return the wallet to the rightful owner, just laughed about a good and harmless trick.
In this stories the customer is the one hiding with the fishing line, except he or she doesn't know it yet. He didn't understood it that the mouse connected automatically immediately when he arrived at the store, and that is fair enough if you are for example a car mechanic. I've made the mistake myself. The fact that you didn't understood immediately, is fair enough. It's very embarrassing that it took you so long, but fair enough. You know that. Right? I really hope you do ...
incorrect
autocorrect
I had a customer years ago that couldnt save word docs, I looked at the machine after they'd left the store, tested it thoroughly, couldnt find a problem at all with the machine or word. Gave it back to them. A day later the irate customer came back in with the same issue, the Boss ripped into me for not fixing it the first time, so i looked into it again, then asked the customer to replicate the issue. It turned out they were trying to save a 10mb word doc (with photos) to a 3.5" floppy disk! I felt good after that!
Yeaaaaah. I totally took my laptop to a 3rd party repair after genius couldn't diagnose my computer and said it was the logic board and blah blah ship it in and we'll THEN give you the estimate.
Yeah. The battery was bad. Not even the genius people knew what a bad battery looked like. ie. RAISED TRACK PAD.
My boss does the same thing with the brightness and the lid. Lid has to be left open or MacBook with overheat. His is at least old enough to have the hardware brightness function keys still, but I think at least once we had to login blind.
Yeah, I read about this a few days ago. I love the whole throw the baby out with the bathwater approach that Apple takes with their products.
also your attitude is damn right when it comes to not torturing the customer for your own hardships. you get this from ISPs often when they use a contractor to supply service & then say 'sorry we dont have information. you are just going to have to deal with it' when its technically their own supply chain & the customer only sees ISP & noone else.
Customer: brightness off does not work.
Apple: You're looking at it wrong.
Yesssss you made a video on it! 😂👏🏻
Love your humility; respect.
6:20 Louis and Customer and anyone around.
*Facepalm*
I used to get stumped by audio not coming through headphones, but I now know that you have to manually switch the output through settings; things like monitors and VR headsets would hog the audio when I wanted my headphones to work.
Yup done that with a track pad accidentally under a pile of laundry on my bed with it's button pushed. Interesting to know about the screen though seems to be badly thought out design issue.
Well said, thank you!
LOVE IT! Apple hoist with its own petard!
"If you bill the customer for your own stupidity, my heart pumps piss for you."
Damn...
video request : more stories about you and your team getting trolled
I worked on a vehicle last week where I forgot to plug a cable in. Started with the basics of course and went from there. Replaced every possible component to find that fucking cable unplugged. Literally a five second fix cost me a day.
My 2 cents - at this time about Android. I hope Louis will not kick me because this story is from that same bag where Bluetooth mouse lies. In last week friend's family purchased new phones for their two daughters - a pair of brand new Samsung Galaxy A40. And he wasn't able to complete first time setup in these phones. They asked me for help, because they couldn't install any app in these phones. When I got phones in my hands, noticed that it was possible to boot into desktop, make calls, browse internet, and read mail. But it was not possible to install anything from Google Play store even when install over mobile data was allowed. In contrary there was also Samsung Galaxy store app and system app upgrade from it worked like charm.I also noticed that messaging doesn't work either though background synchronization in phones was not disabled. I started to think how phones are connected. Friend's daughters had no data plan, but they both used WiFi hotspot from one of parent's phones that was always on at home. I had no problems with app install from Play store or messaging from WiFi hotspot before, it was plain weird. Checked network configuration again - at this time WiFi connection settings and in WiFi connection settings that belong to hotspot found new menu item that I didn't seen before "Metered connection / Detect Automatically". That lit a lamp - it may be that new phones presume hotspot as mobile data so background sync is not working for hostspot connection. Let change metered connection type to "Treat as unmetered". And .... success! Play store installs became alive.
Started to think again - both new phones came with Android 9 OS in stock configuration. Seems it is worth to find something about metered connections. And I definitely found that tunecomp.net/wi-fi-network-metered-unmetered-android/
Seems nice when you have limited data plan and need to share your mobile data connection for random bunch of devices. However you can shoot in leg very easy. This stuff about metered connections in Android 9+ is worth to remember to avoid confusion like I and my friends had.
The bluetooth mouse is giving me an idea for a terrible prank.
Do it. You know you want to.
@@dsloop3907 I already put a sticky note over the bottom of a mouse when I was a kid and had my mom pulling out the computer to see what was wrong. She was working on it for over an hour and was totally pissed off when I picked up the mouse and removed the sticky note.
Your trackpad story reminds me of something that happened to me recently.
I was working on a PC laptop for a client who said she got a pop up telling her she had a virus. I knew it was likely just a redirect on a browser window I could close and call it a day. Yet, no matter what we did (myself and 2 other guys who have all been doing this for 25+ years each) every couple of minutes this pop up would just show up again.
We noted that any time the pop up was displayed, any input at all would cause it to disappear.
Strange, not terribly effective for a pop up to disappear... but maybe this was some highly engineered software, the likes of which no one had yet encountered, killing itself to prevent detection and removal only to mock you later with its persistence!
Three days later, I swear to God the answer just came to me while I was working on something else entirely. It just popped in my head out of nowhere.
Checked pictures folder. One picture, of the desktop while the pop up was on-screen. Screensaver set to display pictures.
Thanks for heads up for me and work colleagues.
Yes I have a mac 😔
Strange things do happen. I do not repair that much these days but I had two Dell Optiplex 790's within a month of each other, both had bad power switches! The first was pretty constant, the second was intermittent. I could jump the pins for the switch together on the motherboard and get it to fire right up. I had rarely seen this switch problem in desktop computers.
incompetence and corporate complacency are running rampant in the industry today. its always their answer no matter which company you use or what the issue even is. "just throw money at the issue til it goes away..." i love how steam treats me, searching my information i give them looking instantly towards the weakest part in my system and isolating that as the cause of a completely unrelated issue to the part they identified as the cause. even after telling them "the same game ran elsewhere shows no issues" duhhhhh! all these companies want are yes men, and butt kissers, it makes me sick. atleast louis is trying to save us time and money, thats 180 degrees better than the alternatives were offered today.
Actually you can log into your Mac without looking at the screen. You hold down command and hit the power button three times on the Touch Bar MacBook Pros to turn on VoiceOver. On the non-Touch Bar models you can hit command and F11 to turn on VoiceOver