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A New Support Headache for Apple -- and Mac Fans?

By Erik Sherman | Oct 28, 2009

I’ve written extensively about Apple’s major hardware problems that seem to show up more often than the fanboys would care to admit. Now we’ve gone from iPhones and iPods overheating to apparent big issues with hard drives on the MacBook Pro.

Om Malik yesterday wrote about being on his third MacBook Pro already within about six weeks. First one machine seized — a hard drive failure. Then another did. And a third.

I am not even angry anymore – I have lost the data, I have lost my time and more importantly, I have lost my trust in Apple and its hardware. As an unabashed fan boy of Apple products – that is the worst part of this whole ordeal.Now I can understand it can happen with any PC – not just Macs – but then PCs cost a lot less than Apple machines. And no – three machines in a row don’t malfunction. And please don’t tell me — bad luck. Bad luck is buying a winning lottery ticket and losing it in a laundromat.

As Malik notes, the traditional market position that Apple took was charging more for a better product. Interestingly enough, his experience is coming at the same time that the new Mac commercials are effectively indicating a different positioning, not as something superior to a PC, but as simply a better PC. The question that came to my mind was whether, by only doing what PCs are supposed to do, but supposedly without the problems, Macs could claim a premium price. But if more consumers are going to experience these types of problems with Apple products, it could be that the possibility of premium positioning would go out the window completely. It will be interesting to see how Apple tries to deflect this particular bit of bad news, and to also see how the set of consumers beyond the fanboys using its products react.

Image via stock.xchng user goroo, site standard license.

Erik Sherman is a freelance journalist whose work has appeared in Newsweek, the New York Times Magazine, Technology Review, the Financial Times, Chief Executive, and other publications. Follow him on Twitter.

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  •  
    1

    jaytee32

    10/29/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    I play poker, and I see a lot of this. It's pretty funny, actually. People get hit with a downswing and immediately their misfortune is disproportionately projected across every hand of poker they ever played. Try using Time Machine, Om.

    I'm sure the "fanboy" (nice bias) - and larger consumer communities will get along fine in the face of this one-person pandemic. But I wish you well in all your click-baiting.

    EDIT: you're a ZDNet affiliate? SHOCKING!

  •  
    2

    ErikSherman

    10/29/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    That's a whole lot of statistically unlikely failures, one after the other. But then, I guess that doesn't count, just like the reports of iPods and iPhones overheating didn't. Fanboy. happy

  •  
    3

    jaytee32

    10/29/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    Maybe I'm reading something wrong: that's one person reporting 3 failures, correct? And I didn't see anything about how generally wide-spread the phenomenon is. If you're going to graduate to real journalism someday, your content may involve a little more than blog-sourcing with zero context. It's work, man!

    GL on M$'s next earnings call. Keep chasing those PC margins into the basement, Wintard. happy

  •  
    4

    ErikSherman

    10/29/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    Uh oh - worse than a fanboy. A dedicated investor. There have been reports over the last few months of MBP hard drives freezing up - enough of a problem that Apple had acknowledged it and was working on a fix. But this is the indication of more serious hard drive failures. Given that it's Om Malik, a self-described Mac fanboy, I take the report seriously and know enough about standard hardware failure rates to also know that three in a row are incredibly unlikely to be random chance. But, you will believe what you wish, I'm guessing.

  •  
    5

    jaytee32

    10/30/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    Actually, I am an investor. Got in at $93, thanks. Hope you get in before the "Win 7 bump". LOL.

    The "acknowledgment" by Apple you speak of: "We were told that there were some problems with the hard disks of these 15-inch MacBook Pros. Anyway, they gave me a new machine."
    Is this the passage you're referring to? So this is...an employee at the Apple Store?

    I can tell you what it's not. It's not a press release, it's not a Apple Knowledge Base reference and it's not from an official correspondence from Apple. The title of the post is "3 Times Unlucky or the Start of a Larger Trend?".

    Lot hardware failures happen all the time - by all manufacturers. What you try to do is take one person's experience (a "fanboy", so you know it must be HUGE problem), take a quote out of context and fabricate something out out of the ether. And you don't even do it well!

    You're another hack blogger looking to make a click-thru buck off the back of a company that's been embarrassing your mothership for the last 10 years. Suck the failure, and have a nice day.

  •  
    6

    ErikSherman

    10/30/09 | Report as spam

    RE: A New Support Headache for Apple -- and Mac Fans?

    The number of investors I've seen who flail when someone says something they don't like about Apple truly amazes me. Keep telling yourself that nothing could be wrong. No skin off my nose.

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