"I just got off the phone with AppleCare, who rang to follow up my previous reports on this issue. Just to recap, I have a June 2009 15" CTO MacBook Pro with a 500GB Seagate ST9500420ASG (Momentus 7200.4). I was experiencing random but frequent beeping associated with pauses, as per the video at http://www.youtube.com/watch?v=rsg84yqzvhs
Tier 2 Support had sent me an Apple app called Data Capture 8.1 to collate info for Engineering. This thread ID, and the YouTube video as above were also provided to them. Today I am informed the engineers have closed the case, saying that:
• The loud random beeping and intermittent pausing are 'expected behavior' for this drive, and are indicative of the heads parking/ unparking
• I am not to be offered a replacement hard drive (not the same 7200rpm drive nor a 5400rpm alternative)
• There is no firmware or other fix in the pipeline (as there's nothing to fix)
It was a challenge to remain calm. My position is this:
• What have I paid extra for AppleCare for, when all they can do is tell me that my problem, which is obvious to everyone on this forum, isn't a problem?
• A computer that locks up mid-operation is not 'normal' or tolerable at any price, let alone at £1400
• A computer that makes beeping noises so loud that you can't use it without disturbing other people is annoying at best, if not unacceptable
I asked why users are reporting self-installed 7200rpm drives do not have this issue. No answer. It was suggested that I could buy a third-party drive myself, and buy an external enclosure for the current one. I said I'm not throwing good money after bad, when I paid extra for something that should work in the first place.
I was advised my only remaining option, given that I reported the problem on 30 June within the 14 day 'remorse' period, is to make a formal complaint to Customer Relations, citing my prior use of the feedback form and AppleCare (noting the case reference no.)."
richardaustin followed up this post by saying, "Good luck getting Apple to do anything about this issue. Just remember how they treated you the next time you need to purchase any kind of computer."
What would you do if you were in these owners shoes? Post your comments here.
Watch the new MacBook Pro promo video with pause, click and beep here.
