2019 MacBook Pro 16" i9 kernal panics

[coffeelake]

Hi, Im new to this site so im sorry if im posting this in the wrong location. I have a 2019 Macbook Pro 16" Intel 2.3 i9, 1TB, AMD Radeon Pro 5500M 4GB.

I bought this laptop brand new in februrary 2023 (the store had one left in clearance) from John Lewis in the UK. It was fine for the first 2 months but since then i have expereicned a lot of kernal panics, trouble connecting to external displays/tv's, failing to boot (fans spin loud and power cuts off) runs very hot even on the login screen and such poor performace when trying to run bootcamp occasinally that ive given up even trying now.

From my research on the kernal panics etc it seems that it could be a hardware issue with a faulty batch made in December 2019, although mine was manufactured on 19th July 2021 (found this out through coconut battery). With each software update ive hoped it would be fixed but its not getting better.

I still have my 1 year apple warranty until Feb 2024 so would it be best to take it to an apple store to get fixed or is there something else i can try? Sorry if it seems silly to ask but im hoping maybe someone with more knowledge of this issue could share their experience of getting this fixed as im worried about getting the run around from apple as i dont live close to a store and i need this laptop for my work & studies.

Thanks for any help in advance & wish you all a happy new year!

 

[Bigwaff]

I have a 2019 Macbook Pro 16" Intel 2.3 i9, 1TB, AMD Radeon Pro 5500M 4GB.

From my research on the kernal panics etc it seems that it could be a hardware issue with a faulty batch made in December 2019, although mine was manufactured on 19th July 2021 (found this out through coconut battery).

Not sure how a 2019 MBP can have a battery manufactured in 2021 unless it wasn't "brand new" but instead refurbished or remanufactured in some way. If returning it isn't an option, I would certainly get it serviced by Apple under AC+. Have them check it out.

 

[dotzero123]

You can also call them and they may be able to help you remotely. I had a kernel panic problem with my 2018 MBP and one call solved it.

 

[coffeelake]

Not sure how a 2019 MBP can have a battery manufactured in 2021 unless it wasn't "brand new" but instead refurbished or remanufactured in some way. If returning it isn't an option, I would certainly get it serviced by Apple under AC+. Have them check it out.

The first m1 16” MacBooks didn’t come out until October 2021 so mine must have been one of the last few intel macs produced before m1 was released, I think it was only eligible for return with the first 30 days so I’ll definitely get apple to check it whilst it’s still in warranty thank you for your advice

 

[coffeelake]

You can also call them and they may be able to help you remotely. I had a kernel panic problem with my 2018 MBP and one call solved it.

That’s great I didn’t know this so I’ll give it a try, thank you

 

[okkibs]

The first m1 16” MacBooks didn’t come out until October 2021 so mine must have been one of the last few intel macs produced before m1 was released

Yes that is certainly it. Post the kernel panic?

 

[coffeelake]

Yes that is certainly it. Post the kernel panic?

Is there anyway i can bring a previous one up to post it? Or just wait for another to happen

 

[okkibs]

Yes there is a log folder that contains the kernel panic logs. You can find it through console.app and check google, unfortunately I don't know the exact path where you'll find it.

 

[dotzero123]

View reports in Console on Mac​

Console compiles various reports that provide general diagnostic data, as well as details about your computer’s operating system and apps. You can access the following reports from the sidebar:

• Crash Reports: System and user reports about apps or processes that crash. Crash report names have the .ips extension.
• Spin Reports: System and user reports with details about app or process issues. Spin report names have a .spin extension.
• Log Reports: System and user reports with information about events that occur when the system or specific apps are processing. Log report names have an extension such as .log, ._log, or .its.
• Diagnostic Reports: System and user reports with information about hardware resources, system response times, and more. Diagnostic report names have an extension such as .diag or .dpsub.
• Mac Analytics Data: Contents of the Message Tracer Store data found at /var/log/DiagnosticMessages.
• system.log: Contents of the legacy system log file at /private/var/log/system.log.

User reports are from apps used by the current user. System reports are from operating system components that affect all users. If you’re logged in as an administrator user, you can view all reports. If you’re not logged in as an administrator, you can only view user reports.

In the Console app

on your Mac, do any of the following:

• View a report: Select a report category under Reports in the sidebar (for example, Log Reports), then select a report at the top of the window. The report details appear below.
  While viewing a report, you can do any of the following:
  • Open the report in a separate window: Double-click the report.
  • Open the report in the Finder: Choose File > Reveal in Finder.
  • Move a report to the Trash: Choose File > Move to Trash.
  • Sort reports: Move the pointer over the column name you want to sort by, then click it. All the rows in the report list are reordered according to the column you sorted. Click the column name again to reverse the sort order.
  • Search for text within a report: Double-click the report, then enter the text in the search field.
    As you begin typing, only results matching that text appear.

 

[coffeelake]

Yes that is certainly it. Post the kernel panic?

Sorry for the late reply, ive just had a kernal panic today so ill post it:

Spoiler: Panic report

panic(cpu 12 caller 0xffffff7fa34a2749): GPU Panic: [3:0:0][PPLIB] Failed Power Play Resume. Shutting back down. TTL Error Message: {4488809266157:[3:0:0] Error PSP: event_id=0x100801 event_info:type=3 hw_id=0 event_specific_tag=0xe pData=0 data_size=0 psp_np_fw_save fw was not saved
}{4506562771353:[3:0:0: 4501033C5,4,2,2,2,0,0,0_0C5,2,0,0,0,0,0,0_1104s4,2_6iE6_66C4,4,2,2,2,0,0,0_0C4,2,0,0,0,0,0,0_0C3,4,2,0,0,0,0,0_0C3,2,0,0,0,0,0,0_0C2,4,134,2,0,0,0,0_0C2,2,0,2,1,0,0,0_3260s2,2_4iD3_7650P8,9_63C2,5,0,0,0,0,0,0_0C2,3,0,0,0,0,0,0_0C2,1,0,0,0,0,0,0_0C3,3,0,0,0,0,0,0_0C3,1,0,0,0,0,0,0_0C4,3,0,0,0,0,0,0_0C4,1,0,0,0,0,0,0_0C5,3,0,0,0,0,0,0_0C5,1,0,0,0,0,0,0_12P7,8_0p8E5_0p8D5_0p8C5_0p8B5_0p8A5_10207C6,3,0,0,0,0,0,0_0C6,1,0,0,0,0,0,0_0P0,7_0P5,0_8055s5,1_241p0E8_175p0D8_2p0C8_5p0B8_0C6,4,2,2,2,0,0,0_0C6,2,0,0,0,0,0,0_2p0A8_0P4,5_0P6,4_1218C5,4,2,2,2,0,0,0_0C5,2,0,0,0,0,0,0_1114s4,2_4iE6_71C4,4,2,2,2,0,0,0_0C4,2,0,0,0,0,0,0_0C3,4,2,0,0,0,0,0_0C3,2,0,0,0,0,0,0_0C2,4,134,2,0,0,0,0_0C2,2,0,2,1,0,0,0_3274s2,2_4iD3_10714P9,6_7892P8,9_37C2,5,0,0,0,0,0,0_0C2,3,0,0,0,0,0,0

Panicked task 0xffffffa54c202218: 288 threads: pid 0: kernel_task
Backtrace (CPU 12), panicked thread: 0xffffffa08162b598, Frame : Return Address
0xffffffbaad077630 : 0xffffff800f036c41
0xffffffbaad077680 : 0xffffff800f195310
0xffffffbaad0776c0 : 0xffffff800f184a5c
0xffffffbaad077740 : 0xffffff800efd3971
0xffffffbaad077760 : 0xffffff800f036f2d
0xffffffbaad077850 : 0xffffff800f0365d3
0xffffffbaad0778b0 : 0xffffff800f7d8bcb
0xffffffbaad0779a0 : 0xffffff7fa34a2749
0xffffffbaad077a80 : 0xffffff7fa34a2229
0xffffffbaad077b70 : 0xffffff7f9b79b214
0xffffffbaad077c80 : 0xffffff7f9b75dc1e
0xffffffbaad077cc0 : 0xffffff7f9b79aa94
0xffffffbaad077cf0 : 0xffffff7f9b77db0f
0xffffffbaad077d10 : 0xffffff7f9b77daab
0xffffffbaad077d30 : 0xffffff7f9b77d846
0xffffffbaad077d60 : 0xffffff7fa3fb23b0
0xffffffbaad077df0 : 0xffffff7fa3fb2132
0xffffffbaad077e20 : 0xffffff7fa3fb931d
0xffffffbaad077ed0 : 0xffffff800f70e75a
0xffffffbaad077f20 : 0xffffff800f70cf7e
0xffffffbaad077f60 : 0xffffff800f70c5a6
0xffffffbaad077fa0 : 0xffffff800efd319e
Kernel Extensions in backtrace:
com.apple.iokit.IOGraphicsFamily(598.0)[5E698968-E66C-372A-9AE4-99934BAF7A10]@0xffffff7fa3fa6000->0xffffff7fa3fd4fff
dependency: com.apple.iokit.IOPCIFamily(2.9)[D4C79EB9-840C-3311-9033-0F582EA7E4BD]@0xffffff8011354000->0xffffff8011385fff
com.apple.kext.AMDRadeonX6000Framebuffer(5.0.2)[4AA0AC83-D678-35A5-992B-B84DEE857AFA]@0xffffff7f9b74d000->0xffffff7f9b9d5fff
dependency: com.apple.AppleGraphicsDeviceControl(8.1.9)[D0372C4D-E33E-3899-9EA0-67FA180354E8]@0xffffff7fa344d000->0xffffff7fa3450fff
dependency: com.apple.iokit.IOACPIFamily(1.4)[04DDFFBA-0499-3590-B6C5-C40851E28B4F]@0xffffff8010ee6000->0xffffff8010ee7fff
dependency: com.apple.iokit.IOGraphicsFamily(598)[5E698968-E66C-372A-9AE4-99934BAF7A10]@0xffffff7fa3fa6000->0xffffff7fa3fd4fff
dependency: com.apple.iokit.IOPCIFamily(2.9)[D4C79EB9-840C-3311-9033-0F582EA7E4BD]@0xffffff8011354000->0xffffff8011385fff
com.apple.driver.AppleMuxControl2(8.1.9)[97BFE3DF-F8EA-3F50-A83F-CCE6D5EDF6C2]@0xffffff7fa3492000->0xffffff7fa34a4fff
dependency: com.apple.AppleGraphicsDeviceControl(8.1.9)[D0372C4D-E33E-3899-9EA0-67FA180354E8]@0xffffff7fa344d000->0xffffff7fa3450fff
dependency: com.apple.driver.AppleGraphicsControl(8.1.9)[33A942E7-9920-3635-8568-6DD95E7A0ED0]@0xffffff7fa3435000->0xffffff7fa3435fff
dependency: com.apple.iokit.IOACPIFamily(1.4)[04DDFFBA-0499-3590-B6C5-C40851E28B4F]@0xffffff8010ee6000->0xffffff8010ee7fff
dependency: com.apple.iokit.IOGraphicsFamily(598)[5E698968-E66C-372A-9AE4-99934BAF7A10]@0xffffff7fa3fa6000->0xffffff7fa3fd4fff
dependency: com.apple.iokit.IOPCIFamily(2.9)[D4C79EB9-840C-3311-9033-0F582EA7E4BD]@0xffffff8011354000->0xffffff8011385fff

Process name corresponding to current thread (0xffffffa08162b598): kernel_task

Mac OS version:
23C64

Kernel version:
Darwin Kernel Version 23.2.0: Wed Nov 15 21:54:10 PST 2023; root:xnu-10002.61.3~2/RELEASE_X86_64
Kernel UUID: F73CFE5A-7EF6-3C21-AFA7-742645B733CC
roots installed: 0
KernelCache slide: 0x000000000ec00000
KernelCache base: 0xffffff800ee00000
Kernel slide: 0x000000000ece0000
Kernel text base: 0xffffff800eee0000
__HIB text base: 0xffffff800ed00000
System model name: MacBookPro16,1 (Mac-E1008331FDC96864)
System shutdown begun: NO
Hibernation exit count: 14

System uptime in nanoseconds: 4506617806984
Last Sleep: absolute base_tsc base_nano
Uptime : 0x00000419475a85e2
Sleep : 0x0000041780fc4730 0x000039d421856e78 0x000004101cc1393b
Wake : 0x00000417b5d69766 0x000041801448752a 0x0000041795018859
Compressor Info: 1% of compressed pages limit (OK) and 1% of segments limit (OK) with 1 swapfiles and OK swap space
Zone info:
Zone map: 0xffffff907ead9000 - 0xffffffb07ead9000
. PGZ : 0xffffff907ead9000 - 0xffffff9080ada000
. VM : 0xffffff9080ada000 - 0xffffff954d2d9000
. RO : 0xffffff954d2d9000 - 0xffffff96e6ad9000
. GEN0 : 0xffffff96e6ad9000 - 0xffffff9bb32d9000
. GEN1 : 0xffffff9bb32d9000 - 0xffffffa07fad9000
. GEN2 : 0xffffffa07fad9000 - 0xffffffa54c2d9000
. GEN3 : 0xffffffa54c2d9000 - 0xffffffaa18ad9000
. DATA : 0xffffffaa18ad9000 - 0xffffffb07ead9000
Metadata: 0xffffffb0890cc000 - 0xffffffb0a90cc000
Bitmaps : 0xffffffb0a90cc000 - 0xffffffb0ac0cc000
Extra : 0 - 0

last started kext at 4244958068503: >!UAudio 610.3 (addr 0xffffff7fa3c8b000, size 335872)
last stopped kext at 2348427989237: >!UAudio 610.3 (addr 0xffffff7fa3c8b000, size 335872)
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[misterlwc]

The report you have posted suggests it is an issue with the Graphics Processing Unit although there is a chance this still is maybe related to firmware or software. I would recommend contacting Apple Support or book a Genius Bar appointment if your Mac is still under the Apple One Year Limited Warranty.

If contacting Apple Support via phone, they will recommend the basics such as resetting the SMC and NVRAM, followed by reinstalling Mac OS via Recovery to attempt to resolve any software issues which maybe present, if issues persist once the reinstall has been completed, the next step to isolate between software and hardware would be an erase and install via Recovery which would resolve any software issue which maybe present. However if the panics still occur after an erase and install has been completed, hardware service would be required, in this case a Main Logic Board replacement due to embedded components.

If bring Mac into an Apple Store, In order to isolate this issue if in store they should perform a T2 chip (system management controller) firmware revive via Apple Service Toolkit or Apple Configurator, this should resolve any issue within the firmware. They can then run extended Apple Service Toolkit Graphics Diagnostics (only AASPs and Apple Stores can run) to verify integrity of the graphical components, if issues found within the extended hardware diagnostics then the issue is verified as hardware and they could check it in for hardware service, otherwise if hardware diagnostics passing, software support (reinstall/erase and install) should confidently resolve this issue. Also verify Mac OS is up to date prior to bring to store.

As this Mac features an Intel Core i9 chip it will run extremely hot, due to the high spec Intel chip, encased in such a thin design with limited airflow for thermals, I understand you report it is getting very hot although this is as expected for this model and variant. I had an i7 model, ran extremely hot right from startup, was pretty power hungry and throttled most of the time under any form of load just down to thermals, although I upgraded to an M1 Air upon release, now I'm on to the M2 Air, Apple Silicon with the M series of chips is really next level compared to anything prior.

 

[okkibs]

Common issue on this model, see here: https://forums.macrumors.com/threads/16-mbp-gpu-panics.2221004/

Make a warranty claim before the warranty expires. Otherwise it is highly likely that you'll be owning an expensive brick sooner or later.

The only 16" Intel model that Apple ever made is such trash it's unbelievable. Despite the good deal you might have gotten on it I'd consider selling it once it's fixed before something else breaks. Honestly, they're going to go down in Macbook history as one of the worst series. New competition for the butterfly keyboard models from 2016.

If you intend to keep the Mac due to the low resale value: Once the repair is done you should get a 7 day window to purchase one-time AC+ which will then run 3 years from the date of purchase giving you a total of nearly 4 years of warranty coverage. (Yes it was changed to start at date of AC+ purchase. Yes, really.) You can ask in the store to make sure they'll allow it or maybe even purchase AC+ right then and there.

That way you'll at least be able to stop worrying for the next 3 years. I know it's more money thrown at an issue that shouldn't be there in the first place and I am certainly not a fan of giving Apple more money for subpar hardware but there is a good chance your battery dies in the next 3 years which will give you a free replacement and make AC+ worth it even if there are no other issues with it. After 3.5 years a good amount of Macbook batteries go below the magic 80% treshold where Apple will do a free battery replacement if it's still within warranty. You can check the current percentage in the battery settings.

 

[coffeelake]

Common issue on this model, see here: https://forums.macrumors.com/threads/16-mbp-gpu-panics.2221004/

Make a warranty claim before the warranty expires. Otherwise it is highly likely that you'll be owning an expensive brick sooner or later.

The only 16" Intel model that Apple ever made is such trash it's unbelievable. Despite the good deal you might have gotten on it I'd consider selling it once it's fixed before something else breaks. Honestly, they're going to go down in Macbook history as one of the worst series. New competition for the butterfly keyboard models from 2016.

If you intend to keep the Mac due to the low resale value: Once the repair is done you should get a 7 day window to purchase one-time AC+ which will then run 3 years from the date of purchase giving you a total of nearly 4 years of warranty coverage. (Yes it was changed to start at date of AC+ purchase. Yes, really.) You can ask in the store to make sure they'll allow it or maybe even purchase AC+ right then and there.

That way you'll at least be able to stop worrying for the next 3 years. I know it's more money thrown at an issue that shouldn't be there in the first place and I am certainly not a fan of giving Apple more money for subpar hardware but there is a good chance your battery dies in the next 3 years which will give you a free replacement and make AC+ worth it even if there are no other issues with it. After 3.5 years a good amount of Macbook batteries go below the magic 80% treshold where Apple will do a free battery replacement if it's still within warranty. You can check the current percentage in the battery settings.

Thank you for the reply, yeah i wish i knew about all these issues before i bought it, ah well! Im going to book it in for repair tonight as im having even more kernal panics now.

 

[coffeelake]

Hi everyone, needing some advice! I took the MacBook to Apple, Genius Bar said it would need a new logic board so they took it in, told me it would take up to 7 days and they would ship it back to my address. Turns out they sent it all the way to the Czech Republic. The box had a large hole/impact on it but I assumed it would have been well packaged inside etc but nope, it was just covered in a thin fabric sleeve. There seems to be some marks on the lid/screen and a white line going horizontally across the screen, was stuck on loading for a while and the fans spun fast and it shut off. The included note doesn’t state any work that was carried out, just that the software had been updated (it was already up to date) so I don’t think the logic board was even replaced anyway. I filmed the unboxing to protect myself so have all of this as evidence. I’m so disappointed, it’s such an expensive machine and I expected more from Apple. Has anyone else been in this situation and who is best to contact regarding this now? I just know it’s going to be a headache to sort out

 

[misterlwc]

Yeah that's not good. The Czech Republic has an Apple Authorised Service Provider where Apple Retail/Support usually ship Macs to. You should have a "Work Confirmation" document in the box, stating the work carried out, usually if only software it may read "Revive/Restore", otherwise if hardware components where used during repair it should state the parts used, such as "MLB", etc. I would definitely head back to Apple if the issue is persisting and request a "CRU" which is a replacement Mac. Usually they try to match the model, such as 16 inch Pro for the same 16 inch outgoing model (2023), as the 2019 Intel Based 16-inch isn't a good machine, even an M1 Air will be a far superior Mac when it comes to performance with Apple silicon and unified memory.

 

[coffeelake]

Yeah that's not good. The Czech Republic has an Apple Authorised Service Provider where Apple Retail/Support usually ship Macs to. You should have a "Work Confirmation" document in the box, stating the work carried out, usually if only software it may read "Revive/Restore", otherwise if hardware components where used during repair it should state the parts used, such as "MLB", etc. I would definitely head back to Apple if the issue is persisting and request a "CRU" which is a replacement Mac. Usually they try to match the model, such as 16 inch Pro for the same 16 inch outgoing model (2023), as the 2019 Intel Based 16-inch isn't a good machine, even an M1 Air will be a far superior Mac when it comes to performance with Apple silicon and unified memory.

Thanks for your reply, I’ve sent a message to Apple through messages (I couldn’t find another way to contact support) and the advisor was clueless, they didn’t know why it was sent to Czech Republic and asked how I even knew this, they couldn’t tell me what work was carried out either and told me to just phone the retail store I originally took it too?

 

[okkibs]

Bring the Mac along in the damaged box to the store where you initially handed it over and explain how the Mac was returned in a worse condition and apparently not packaged properly for shipping in the first place. Apple ships Macbooks in a box inside another box designed in a way it handles the usual abuse during shipping. It might have been packaged like a trade-in where they put it in single cardboard box. I don't think those are quite up to the challenge but that's not the customer's problem.

For display issues at the very least they'll need to replace the entire screen assembly which is the entire lid with a new display panel inside. And likely that logic board still needs replacing due to the kernel panics or maybe since it's not turning on anymore. And maybe the entire housing now that shipping damage occured.

I would almost ask for the entire device to be replaced since the repair work will be excessive. Yet I wouldn't because Apple at this point would only give you a refurbished unit containing used parts. If they do a repair on your unit they will typically use new parts. You'd get a new logic board, a new display unit and in case of a housing replacement (top case replacement) likely a new battery as well. It will certainly take longer than swapping the unit in the store right then and there, but what are the chances they got a suitable replacement unit right that second you walk in.

It depends on how the store wants to proceed, they might be able to do this repair in-house but it could come with week-long wait times, so they could opt to send it in once more. Or they might decide to replace the entire unit. If they do that I'd ask if it's a brand new device, they'll likely evade the question which would mean it contains used parts. It's never a new unit unless they straight up say it's new. They'll say something like "Apple has strict QC checks on these units" or something similar. Sometimes they'll say it's not a refurbished unit, which still doesn't mean it's all new parts. It literally just means it's not a unit from their Apple refurbished store.

Anyhow, you'll likely want them to replace the parts on your unit even though there is a risk it comes back with not all flaws fixed. As long as it's not all fixed they'll absolutely need to return a fully usable device since you made the warranty claim within the warranty period. Furthermore if you ask in the store to get AC+ for the device they should allow it although it's up to Apple to decide if they'll allow it for this unit. You should have a new 3 month warranty from Apple for all replaced parts or for the entire unit if they swap the entire unit so if anything else happens within 90 days when you get it returned again it's worth making a warranty claim yet again.

In rare cases Apple accepts the unit's a lemon and not worth bothering with and upgrades customers to a newer model. This is still very unlikely and also depends on the stock situation, but the more that goes wrong the better the chances. If this is your main device I'd hope there are no further issues after the next repair but if it isn't I'd almost hope they mess it up badly and throw it out. This flawed Intel model deserves it with its overheating, graphics issues and early deaths.

 

[coffeelake]

Thanks for your replies guys, I’ve phoned Apple support about 6 times and spoke to them over messages, all they say is they need to speak to the store but no one can get through to them so they tell me to call back another time. The store is kinda far from me so it costs me to get there and I also work full time so it’s going to be really hard for me to get back to store to be honest. Really stuck with how to get this resolved now

 

[Bigwaff]

Every time you call, keep escalating to upper tier support management. Be polite but firm... and don't take no for an answer. Keep a call log w/ notes and names of support you have spoken to. Eventually you will get the service you deserve and the replacement unit you deserve.

 

[coffeelake]

Just spoke to apple support over the phone again, they couldn't get through to the store (again). So she asked me to upload pictures of the damage through a link on email, I did all of this and then she told me there’s nothing they can do to help since the phone line is just for technical/software issues and that I’d need to speak to the store (which she knows I and many other apple support agents can’t reach) why would she go through all of this just to tell me they cant help me anyway, another 30 minutes wasted. I asked to escalate to management multiple times but she refused to do this. Opened up the Macbook straight after the call and was instantly greeted with another GPU kernel panic. So I’ve booked an appointment at an Apple Store for tomorrow, albeit not the original store I took it too as I can’t travel to the original one at the moment. I assume they’re going to make up another excuse as to why they can’t help me but we’ll see

 

[coffeelake]

Took it to apple today, they checked the repair notes and confirmed that they only reset the software and didn’t replace the logic board . So they agreed to replace the damaged display and the logic board in store (I have to wait another 7 days). I asked about a replacement unit but they refused. They said they could've given me a refund for the Mac if I’d bought it from them rather than John Lewis. He then said he could leave the damage and the faulty logic board so that I could try and get a refund from John Lewis instead, that’s crazy! John Lewis aren’t going to refund me because of damage that apple caused! He also said if I need a laptop in the meantime because I’ve been without one for so long I should buy another in store then return it when the repair is complete, I told him I don’t have that much money laying around so he told me to put it on a credit card He suggest I speak to the manager if I want a different resolution so I did and they both came over and did this whole act in front of me, it was very obvious it was just a script. In the end they said there was no wriggle room and I couldn’t have a replacement unit there & then and if I wanted a different model I’d have to trade mine in and they’d give me £400 for it and that the repair is as good as I’m going to get so I just decided to go with that. I asked about compensation and they gave me a case for my iPhone and then she made out she was so caring for customers for doing this for me, but she would not have offered it unless I asked! Not entirely happy but I felt it was better than being offered no solution or brushed off. We’ll see what it’s like when I get it back and wether the kernel panics continue on the new logic board…

 

[okkibs]

That is about in line with what I'd expect. They don't have loaner units. Customer service depends on the store employees in part, yet they are paid minimum wage and required to follow Apple's script. They are often neither motivated nor permitted to do more than the bare minimum and understandably so. In any case, unless that repair's botched again the issue should be resolved after that. They are legally required to repair the unit to restore it to working order and that's what they'll do, but if you needed a backup computer it would have been your own responsibililty to figure it out. (I just have an old Macbook in a drawer that's better than nothing...) And in my experience apple store customer support is in line with what I mentioned about employees being paid minimum wage, that's something to take up with the Apple brand and their decision to spend as little as possible for support. Unfortunately in my experience support with other computer brands is even worse to the point some issues were flat out not recognized as issues and repairs were refused. At least with Apple you get it fixed eventually if it's under warranty.

 

[coffeelake]

That is about in line with what I'd expect. They don't have loaner units. Customer service depends on the store employees in part, yet they are paid minimum wage and required to follow Apple's script. They are often neither motivated nor permitted to do more than the bare minimum and understandably so. In any case, unless that repair's botched again the issue should be resolved after that. They are legally required to repair the unit to restore it to working order and that's what they'll do, but if you needed a backup computer it would have been your own responsibililty to figure it out. (I just have an old Macbook in a drawer that's better than nothing...) And in my experience apple store customer support is in line with what I mentioned about employees being paid minimum wage, that's something to take up with the Apple brand and their decision to spend as little as possible for support. Unfortunately in my experience support with other computer brands is even worse to the point some issues were flat out not recognized as issues and repairs were refused. At least with Apple you get it fixed eventually if it's under warranty.

Someone else’s wage is not the consumers responsibility when we pay thousands for a product that doesn’t work correctly. Under consumer law we are protected to have these issue sorted and in my experience this has not happened for me, they in fact carried out no work on the machine at all and damaged it in the process, its understandable that I’m frustrated. This model seems to be plagued with this kernel panic issue with the countless threads about it, so maybe apple should look at swapping out these units. I’m not sure how to “take it up with the apple brand” since the only form of contact for them is the apple support that you say have no motivation to do more than the bare minimum.

 

[okkibs]

Someone else’s wage is not the consumers responsibility

Yet it serves as a reminder that when you buy Apple products you are bound to go through support channels staffed by people paid barely enough to make ends meet and this will of course impact service quality. The outcome of taking it up with the Apple brand might mean not buying their products anymore. What I am saying is that I wouldn't blame the store employees for the behaviour, they are as bound by the circumstances conjoured by Apple to provide mediocre support as you are bound to receive mediocre support. And again, other computer brands are worse in my experience. Sure it's taking 2 attempts here to fix your device, but at least they are working on it in a fairly timely manner. There's worse things than having a network of stores to get (mediocre) support in person.

Apple absolutely should do better here.

its understandable that I’m frustrated.

Yes, absolutely. Regardless, defects can happen on any product, even expensive premium electronics and something you can plan for. I once had a broken computer (not Apple) and they had to ship it around the country for warranty services and promptly lost it. It took 3 entire months with continously checking up until they finally provided a new replacement device. I ended up having to buy an entire replacement device in the meantime that I ended up selling at a loss. There was no recourse as I legally couldn't claim any financial losses from them messing up and was not entitled to any compensation. That's part of why I use Apple now, because it's still better than whatever that was...

This model seems to be plagued with this kernel panic issue with the countless threads about it, so maybe apple should look at swapping out these units.

Likely another new unit will just fail with this defect sooner or later, so in the end it might not make a difference. Getting a new replacement logic board might be the best chances of receiving the latest hardware revision. If they gave you a new unit that's been sitting in stock for a while it could have the defect as well. Chances are the new part will have it too. This is why I am still recommending you ask to buy AC+ in the store when you get the device back. At least that way you can use this thing for 3 more years (3 years from date of AC+ purchase, not Mac purchase!). Otherwise, personally I'd sell it before it turns into an expensive brick again as you are now outside warranty and the next time it happens a repair is out of the question (it's 800 bucks minimum). Though it's not worth all that much now, so AC+ would be the better option in my opinion. Or just risk it, apparently many people still use that 2019 today without issues.