I have to say that I'm not at all impressed with Apple's technical support offerings. Perhaps I'm getting too old for the lackadaisical support offered by the Genius bar. Or maybe years of developing software for UNIX and PC systems has made me a cynical pagan in the religion of computers. In any event, I can now see why most sane business owners avoid Apple products, so much so that Apple discontinued the XRAID product offering due to slow sales (Can you imagine having to wheel in a $23,000 raid array and hand it over to a 18 year old kid who would just shrug his shoulders and tell you to come back in a few days?)
Apple's "Genius Bar" is billed as a hip place to get hands-on support from smart, cool people who fix your problems on the spot. You register for an appointment, show up at the anointed hour only to find yourself waiting for your name to be called. It's like an airline standby list, except there are no chairs to sit on.
My Mac died unexpectedly Thursday night and because of commitments to a client, I wasn't able to drive across town to take the Mac Pro in for service until Saturday morning. Apple phone support informed me that I would need to register for an appointment at the "Genius Bar." I did, boxed up and carted the Mac Pro down to one of two stores in the state of Minnesota.
After weaving my way through befuddled senior citizens and zombie-like customers bumping into me, I checked in and waited. After ten minutes, my name was called, and I calmly explained the intermittent stability problems I was having:
- When I put the system to sleep, on waking the system does a hard reboot
- Sometimes the system will freeze on waking
- Sometimes the system will not boot fully.
- On Thursday night, the system just completely died while I was working on it.
The "Genius", plugged the system up and flatly said, "I can't reproduce it. What would you like to do?" I was dumbstruck. I though for a moment I would explain the definition of intermittent but thought better of it. He recommended a block scan of the drive and diagnostics. He promised someone would work on it right away and someone would call me with a status in the afternoon.
Since I had already removed the two drives that held my precious data (which was nestled in the sweet cocoon of a RAID 1 array), I explicitly told him to blow away the system drive, and do whatever it takes to test it out.
That evening, since no one called me, I tried to call the store for a status. I was routed to "Apple dispatch" wherein I discovered that I didn't have a repair number the Genius was supposed to have given me. In fact, they didn't give me any evidence that they had my workstation. It could walk out the back door of the Apple store and I would have no proof I dropped it off. There was no status except that they "probably" were running stress tests on it.
Thinking that what I was describing might possibly be power line related, I ended up purchasing a 1500VA Back-UPS XS power supply and started charging it up (it even has a watt meter built in to measure current draw).
While the Apple store had the Mac Pro, I had plenty of time to research the stability problems on the Internet. I quickly found out that the early 2008 Mac Pro line had quite a few problems with the ATI video cards, and most Mac Pros had problems with the system resetting out of sleep. There were also cases of Mac Pros drawing enormous amounts of power and overloading uninterruptible power supplies. A fair number of cases revolved around general system stability, with no workarounds.
Surely the Geniuses knew this, right? Well no. They don't.
Sunday afternoon I called to see how long they were going to keep the machine, and the lackadaisical reply led me to believe that they intended to keep the workstation for several more days. After a few more pointed questions I was able to get a "maybe Tuesday" out of the Genius.
That simply was not going to work, especially since I had almost zero confidence that they would find or fix the problem.
Frustrated, I picked up the system on Sunday night, took it home. Later that night, I found out that earlier this week Apple had released several firmware updates for the Mac Pro (and new ATI firmware) to fix various "stability problems." I installed the firmware updates and it appears to have resolved most of the issues, even the sleep/reboot issue.
Further, after examining the machine, I see that the Geniuses only de-fragmented the system drive. They didn't upgrade the firmware or reinstall OS X like they promised.
Simply stated, they just wasted my time. On the plus side the new firmware seems to be working well:
Macintosh:trunk jturner$ uptime
22:04 up 1 day, 21:58, 2 users, load averages: 0.15 0.25 0.24