Also, it makes me laugh when people say that this post made them change their mind. Those posts seem trollish.

When supporting many computers, you see a pattern where the same people seem to always have problems....even when they are given new computers. It almost defies common sense. You can't help but assume that they are abusing their hardware. Every company in the world has to deal with these people. The problem is

2nd'd!

Someone a few posts up hit it right on the head...

It IS a GROUNDING problem, My Dell Inspiron 8000, 7 years old and still working! Developed the same problem ~the same time as their recall on their power supply bricks...
The ground goes bad in them. Normally you don't see this, or know there is a problem until you go to plug a GROUNDED external device into the system through any port. YOU GET SPARKS!!! Enough to light up a dark room! Holding the plug near the connector is enough to cause the sparks to jump a few millimeters!

As soon as it is plugged in though, the system is grounded and it works again. pulling the plug causes the same problem...

I would be willing to bet that that is the problem, and when HE plugged in his EXTERNAL drive to do backups, he fried something which caused the bad transfers...

So something in the chain of power from where he is plugged in from the mains to the computer is where the grounding problem has occurred.

Maybe he used a 3 to 2 prong adapter? Or maybe the extension cord plug is failing and the ground nub is loose???

In any case, they make CHEAP wiring checkers you can get at radio shack for like 6 bucks. Plug it into your home wiring in various places... I am betting you will see the problem on there...

[www.theinquirer.net]

[www.engadget.com]

[www.farrin.com]

[computerworld.com]

[images.google.com]

I guess you're bound by the EULA too. "any damage or loss of property isn't our fault lol"
Under Australian law they'd be required to fix the desk and laptop and recall the entire line. That's probably why they're unwilling to admit that it's even happened. one pissed off user is easier to handle than recalling an entire product line.

Simply because the cost of giving you what you wanted or establishing precedent in your case was far lower than sending a lawyer.

You got off lucky.

Simply because the cost of sending a lawyer or establishing precedent in your case was far lower than sending a lawyer.

You got off lucky.

Yeah, that is by far the ugliest hoodie I have ever seen on a decent looking guy.@weakdome:

My point wasn't where I bought the computer (in fact, I purchased my computer NEW at a brick-and-mortar retailer, it's just that NOW you can find them for next to nothing on eBay). My point was that there are much better computers to be had for MUCH less than what Apple's charging for their exciting new, er, "thinness" feature.

If eBay's not your thing, buy a good system from last year's (discounted) models at a place like Fry's for a reasonable price, rather than shelling out two grand or more for one of Apple's Macbook Air "computers".

There are computers that are a smart buy, and then there are computers that are just designed to sell a few million units based on flashiness. Guess which category the Macbook Air falls into.

The HD may be gone from your Finder, because it could be one of the Finder Preferences was changed, so that you don't see mounted Hard Disks.

Actually, the more I read Steve's messages, the more puzzled I become. If you "calibrated" your screen, why is it showing a yellowish hue? It's calibrated, right? And, if the uncalibrated screen of the laptop in the store looks pristine, has it ever occurred to you that perhaps you are not calibrating your LCD properly? Maybe, it's the operator and not the tool. I mean, how do 3 screens all have the same yellow-ish hue, when you say the ones in the store are "pristine". This starts to sound a bit Munchausenish. Are you sure you aren't creating these problems?

And, blaming an unnamed salesperson seems just so lame, for a work-critical component. Why would you trust some kid? Why not ask someone you work with in your industry?

If you have Applecare, it shouldn't have cost anything to get the repairs done. Implying that you actually paid something, sounds rather odd.

And then the whole, I'm a tech blogger, and I'm going to write about your great service, is just so lame as a threat. And, the Dell gave me a better computer for one little problem. Now, if you think Apple is going to be moved because Dell did so well by you, think again. What you've done is indicate that you have a history of trying to extract higher-end equipment by complaining.

I'm sorry, but I have come to the conclusion that this story is a sham. Even the scorched newspaper looks a bit phony. Having you considered videotaping the sparking episodes and putting it up on Youtube?

Oh, the DVD problem, try booting your Install disk and hold down the D key, it'll run a Hardware Test.

I would just point out that if someone is in the graphics/color correction industry, very few laptops cut the mustard. Laptop screens have far more limited color gamuts than do desktop monitors. Having said that, the new Macbook Pro 15" with the LED backlit screen, matte, is probably one of the best laptops to do color correction with. It can be calibrated successfully, and has a far wider color gamut than older laptop screens. Go to Rob Galbraith's website, a wellknown photographic technologist, who has done careful testing.

I don't want to be critical, but I'm shocked that you would take a storeclerk's opinion, even if he was a "Genius", before checking with others in your own industry, because the above info, is not exactly a secret.

And it's not like all non-Apple products are immune from starting fires. What should trouble you about the story is not that one laptop plays with matches -- it's that the company behind the product is incapable of competently dealing with the naughty laptop. Bad Apple service is what is discouraging me. (And I WILL be buying a snazzy new laptop in a few months, Apple, so better be wowing me if YOU want my money.)

I took Apple to small claims and I got what I wanted. :-)

@ClankBoomSteam: You buy computers on Ebay? istn that asking for problems, I am sure you made out but I would take that as luck. I never buy expensive electronic items on ebay, there are just too many ways of getting ripped off.

2. There's a lot that's probably not being divulged here by the creepy-cute Steve. Why don't we act like a real consumer advocacy site and actually contact Apple about this? Oh wait - the Consumerist doesn't work that way.

Ever wonder why Consumerist runs so many "bad Apple" stories? It's not because Apple gets the highest marks for support and repair from PC Magazine (which they do) - it's because Apple stories are high visibility and drive ad revenue.

but i do think its important to note that apple gets an above average amount of negative coverage here on consumerist because i'll bet that most people who read/know about this blog are using an apple computer. we're just cool that way.

This guy is too stupid for his own good. There's absolutely no reason his MacBook would cause these problems if it was being used CORRECTLY. You'll find any laptop, when used with ungrounded peripherals like this will behave the same way.

This guy also is in apparent need of an education about what characterization of a display is all about. If he keeps arriving at a "yellow" screen, then he's doing something wrong, whether he's using software and a device or just his eyes.

That laptop should try and light his hoodie on fire. Damn, that thing is ugly.

I think Steve is pretty Fired up!!!

I hate to say it, but that's what you get for buying an Apple.

Plus, there is probably something wrong with the wiring in his house.

Steve looks a little bit like actor Freddy Rodríguez.

Air, Fire, Water, Earth - Apple Elements.

I know of a school district who had a whole cart of macbooks catch fire and burn part of their library down. I personally don't trust Apple's hardware anymore and would never leave one of their laptops plugged in and unattended for a very long time, and certainly not leave the house or go to sleep while one is.

Certainly, an abnormal amount of resistance at 24 volts at an amp or two will create heat. Put a one watt resistor across 24 volts at 5 amps and you'll have plenty of smoke. But the claim is that the power connector sparked causing a fire and I'll reiterate that in my experience, it seems dubious.

The photo doesn't show the Macbook power connector, and it doesn't show the magsafe connector on the power supply either. One would think he'd have photos of those too, with the damage being readily visible if it's able to throw enough sparks to cause a fire. What we are offered is a toasty New York Times and a vague divot in the table with what appears to be something other than the magsafe power cord.

I'm not trying to defend Apple here. But knowing what I do about electronics, if you cause enough sparks to light a fire, there's going to be obvious pitting or puddling of the metal, so much so that the tiny magsafe connector probably won't work. Even the most casual of Apple Geniuses should be able to see it.

If the problem is internal, heat radiated to the chassis sufficient to light newspapers is *going* to discolor the circuit boards and the component markings. I wouldn't be surprised if it isn't apparent on the exterior as well. If this is the case, then the guy has a very good gripe against Apple and its very apparent shoddy technicians.

Assuming the computer is a dud and the claim is genuine, my opinion is the fire was started not by sparking, but by heat from faulty DC/DC regulators next to the magsafe inside the computers.

Consumerist needs to keep on top of this story. I'm sorry, but I have a faint yet nagging suspicion this one might end up with a "Bad Consumer" tag. I hope I'm wrong.

Apple quality is in the shitter. It's been headed that way since 2003. I'd demand a new Macbook, otherwise contact your local TV stations and see if they can help. Sounds like "FireBook" would make a good story.

Or did I miss <sarcasm></sarcasm>? Steve's story, while unfortunate and I hope he gets it resolved, is not the norm.

Maybe Steve just needs to let it simmer into a full-out inferno. That worked after warranty and got Jimm an upgrade.

Steve's Macbook sounds more like a Matchbook. Apple evidently is not taking his situation very seriously.

Burning the New York Times?

The conservative in me is silently cheering the laptop.

FYI- Now that Steve is very aware that this is a defective product may start a house fire he is liable in the event it causes his house to burn down. If he gives it to someone else and doesn't tell them it starts fires he is liable for THAT fire also.

He needs to sue Apple. Plain and simple the product is not simply not working, aka lemon law. It is dangerous . As in it causes him and those who live near him mortal danger.

It was defective and he turned it to them for a fix. It was returned in a similar dangerous state. Thats IT at that point he should have been given a complete refund and they should have taken the notebook away.

Its causing a FIRE. Apple should at the least be taking an INTEREST in determining why one of their products is causing the potential for fatalities. A fire situation happening twice should get Apples attention without a blog like this.

I just recently went through this process with my car and it was settled through this act. If apple refuses to replace his laptop, they may sing a different tune after a lawsuit is filed. Just a thought on one way to receive a new laptop. Obviously this method involves finding a lawyer and going through that process. One more note though, is that all the attorney fees had to be paid for by the manufacturer and therefore I paid nothing in my lawsuit. Hope that helps.

If you already have renter's or homeowner's insurance, perhaps you might want to raise the issue with them and let them take it up with Apple. The insurance company will have bigger lawyers than you.

Basically what I am wondering is does this guy happen to work around metal and are there shavings around.

He could sell it in Ebay's sporting goods section as a fire starting device.

step 1) build hut in middle of huge sand pit.
step 2) call local news crews
step 3) use computer in hut
step 4) run away when hut catches on fire.
step 5) profit.

So the issue here is that there probably isn't any physical evidence to corroborate his story. It is exceedingly rare, but a short in the DC-in board which causes sparking will leave scorch marks on the plastics and leave evident damage to the internal DC board. Apple probably took it apart and found nothing out of the ordinary, which would probably rule out parts of his claim.

The screen issues could also just as easily been customer service replacements, where Apple found no fault with the display, but replaced it to appease this fellow, eating the cost each time. Yellowish hue? sounds like he needs to stop messing with his color temperature. But either way, his screen issues are just plain bogus. Yes, the MacBook uses a cheaper screen than the MacBook Pro, that's partly why the MBP COSTS MORE! And *of course* you CAN'T do color accurate work on a glossy screen, but EVERYONE knows this, especially anyone who does any color-sensitive design work. Some mac sales geek told him otherwise, but he should have already known.

Then, he claims that the repair 'hosed his OS'? What's that supposed to mean? Time Machine runs from the computer being backed up, so that doesn't really make any sense. If he initiated Time Machine backups after having his drive wiped (as if making a new user account, and having no personal data/apps on there wasn't a clue), instead of *restoring* his data from his backup, then really he is just a menace to himself. If the HDD isn't visible from the finder, what OS is he booting from? Either way, its his responsibility, not Apple's.

Then his DVD drive broke. Probably a loose ribbon cable when reassembling the MacBook, and that's a legitimate repair.

That puts his repair count at 2 (one minor, one major), with 3 additional that could be appeasement or genuine. One can clearly see why Apple might not jump to attention to get this guy a new MacBook Pro.

Regarding the Lemon Laws, these vary by state, but in California, it only says that a produt is a lemon if it doesn't work after a 'reasonable' number of repair attempts, which allows people to go back and forth arguing over what is 'reasonable' or not. For minor items, such as keyboards, power adapters, etc. where the failure can be partly attributed to wear, they usually don't count at all.

I think its time to lawyer up. Now if only I was Single Female Lawyer, I'd totally take on Steves case. Woooooo!

"Single Female Lawyer
Fighting for her clients
Wearing sexy mini skirts
And being self-reliant
...Single Female Lawyer
Having lots of sex..."

And way to go Apple! You probably lost a whole buncha customers here.

@Murph1908: I guess you missed the point where he mentioned getting it repaired as many times as it takes to make it fixed, then selling it.

He's not going to sell a fucking bomb on e-bay. Hell, I'd think he'd add some sort of information about its past history.

To that end, uh... I'd really be amazed if e-bay prohibited hazardous objects. Since, you know. Everything's hazardous. It's the common sense thing.

Try this: go to the store and buy a disposable camera with built in flash, take all the pictures, dismantle the camera, take out the film, charge the flash, use your finger to complete the circuit across the flash's capacitor . You will be "shocked" at just how much energy a capacitor can derive from a double-A battery.

I had a friend shock the $hit of himself this way, I don't recommend.

I called the store, explained the situation and expressed my utter dissatisfaction. I also became irate and demanded contact information for their district manager. I was refused this info, put on hold and viola...told to come by and get my new machine. I suspect they just wanted to make the crazy lady go away. I've since upgraded to a Mac Book Pro and I haven't had any problems with it at all.

You'll often notice a similar thing when you plug in a desktop computer's power cord.

I'm not really sure why that happens, though, and the spark does not spray material all over the place to light fires.

Oh, and I'm talking about the mains end of the plug, not the part that goes into the laptop. Then again... I tried a Ubuntu live CD on the laptop and it warned me that the battery had been recalled and that my laptop could pose a danger.

All it takes is getting a wire or solder trace to heat up to a high enough temperature to ignite something. Doesn't take much to make that happen with the small wires and traces inside laptops.

That being said ...

Do this happen everywhere - can Steve reproduce the sparking at in the Apple Store or anywhere else for that matter? Is it only Steve's house, at his desk, on a particular outlet?

The yellow screen thing should be enough to get a replacement ... the sparking would push me over the edge.

Memo to Steve ... do one of two things ... become a ROYAL pain in the arse by calling/visiting at least once a day asking for a new laptop. Or ... call your local TV station's "consumer action line" and sell them on the fact that you have been "wronged by a faceless corporate giant".

Sorry man - I'd have to say that you're in the small percentage of people that are having a bad experience with Apple. I'm a recent convert to a Macbook and while it hasn't been problem free, I'm happy with the service I have recieved. (I do have Apple Care as well._

Only if he really plans to sell it as a farce and not as a real, dependable product will his eBaying it be acceptable.

Fool me once... shame on you. Fool me twice... CHARGEBACK!!! :)

I've never had a computer or a peripheral attempt to kill me before, and I will second the poster above who said selling it on eBay so it can potentially set someone elses house on fire is reckless.

Anyone want to take guesses on the eBay Headline? Mine is:
"LQQK! Arsonist Mac Book! Tried to Kill me! No Reserve!"

"Best Buy employee punches customer in face for not buying and extended warranty on a toaster. Post creative ideas on how this is the customer's fault".

I can't imagine there's enough current in the Macbook power adapter to cause sufficient amounts of metal to be blown off the power plug or receptacle. And even if there were, not enough to light a newspaper on fire and damage the table. I suspect that's 24 volts at less than 5 amps. Sure, you can create sparks with that, lots of them. But you'll spend all day trying to blow off enough metal to light something on fire. And forget about trying to use the arc as your ignition point.

I'm not about to dispute Apple computers are beyond being problems. They, like everyone else, has computers that are just lemons. But this assertion that the power adapter set that newspaper on fire and damaged his table is absurd. Maybe this computer has the famous Macbook heating problems? Is the computer heating on the exterior enough to cause newspaper to ignite? I believe that a lot more than the power adapter story.

I'm more inclined to believe this guy doesn't like his computer for whatever reason and wants Apple to give him a matte screen. Apple said no, and now he's pissed off about it.

I hope for his sake that I'm wrong and indeed the power adapter *did* do this. Fabricating these types of events didn't work out too well for NBC and the people who put a finger in Wendy's chili.

It's either high or low tide with Apple. My iBook doesn't have the best record, but my 1st gen mac mini is still kicking as my media server and my new iMac works wonderfully.

My best to Steve. Please don't take no for an answer.

I think Steve's a downright handsome fella. Sorry about the runaround with Apple. It seems that generally Apple is really, really great about coming through (especially with AppleCare) but sometimes they just face plant hard. You would think they'd be a bit more proactive about fixing a 'puter with pyromaniacal tendancies.

@Falconfire: And the "Consumerist Blame The Consumer" game has started!

Next up - "Best Buy employee punches customer in face for not buying and extended warranty on a toaster. Post creative ideas on how this is the customer's fault".

Steve should try a different outlet in his place, fire extinguisher at the ready just in case.

My MacBook Pro is a year and a half old as well, gets pretty warm sitting on my knees, but never sparked or created fire.

@Murph1908: would it help if he said he was listing it as a door stop? its intended use.

@Maude Buttons: right back at you, maude. look, no one complains about your "captain pedantic" ravings or the other lovely jabs at comments, which are obviously great fun for you and yet rarely apropos to the discussion. if you've got nothing better to do than police the comments, fine, but don't pretend to be sitting on a golden throne high atop a marble pedestal. if you get to have your fun, don't rain on our parade. and if you continue reading the comments you'll see i do wish the guy luck. it's just not a great picture.

@bob9: I dont see why he doesnt just let it burn his house down. He's a mac user, its believable that its possible even after all these repairs. Thats some press apple would love "POS apple product burns house down!"

Or do what was suggested over the past few weeks and take them to small claims court.

Go when its crowded, and make sure you say clearly and loudly enough for store customers to hear 'I would not have bought this product had I known it was going to cause such problems and you would be so hesitant to help out a customer.'

Trust me... problem gets taken care of very quickly.

... And by "creepy" I assume you mean "hot."

Who knows, he might get extra if he tags it "Apple Firebook" :) Or he might get some money selling it to a TV station and they can do a special "investigation" on it, after letting it light a set on fire.

I'll second the issue of suing them in small claims court. Is there a case for buying a lemon computer?

Another option is to buy fire insurance for your apartment and let the mother burn! Then sue apple. (Though that is particularly irrisponsible to the people in adjacent aparements.) :)

Would a Lemon Law apply here?

On the bright side, if it DOES light his house on fire he would win hands-down if he sued Apple (as long as he documented this entire battle).

I had a house in Florida a few years ago that was struck by lightning, left a huge hole in the roof, fried all the electronics, but by the Grace of God, didn't start a fire. We called 911 anyways and the fire department came out and inspected the entire house for us just to be sure we didn't have any smoldering flame issues.

Fireman are great citizens, we all need to help them out whenever possible.

Yet another reason I refuse to buy Apple products.

While I agree that it should be replaced at this point, I doubt he's ever going to get a refund. Maybe next time it starts a fire, let the thing burn for a bit so they have to replace it. (And keep a fire extinguisher handy of course.)

Awesome.

@stre: Helpful and germane. It's always nice when you participate.

Gee, with all the problems people have getting their Macs to work right, and getting then repaired when they don't, I'm so glad I use Windows.

It would be highly irresponsible of him to sell a hazardous laptop on Ebay. He needs to sue Apple in small claims court for breach of contract.

Wouldn't this fall under the category of "Potentially EXCEPTIONALLY FUCKING BAD PRESS"?

@Meg Marco: oh i feel for the guy, he just looks creepy in this pic. hope things work out for you, steve.

@bob9: he claims he's forgoing Macs and moving onto a company "who gives a crap about their customers". where he's going to find one of those, i have no idea, but he's gonna try!

Steve has been infinitely more patient than I would have been. The second time it tried to set my house on fire, I would have returned it and demanded a refund. Had they refused, I would have offered to plug it in in their back room :)

@stre: And yeah, he does. Kind of a ted kazinski meets adam corolla vibe.

You know, I was actually considering purchasing my first ever Apple MacBook. The new $3,100 Air. I was mortified when I found out it cost that much but was still willing to spend that and give Apple a shot. Not anymore. This story made me realize I could get one hec of a Windows based laptop with top-of-the-line graphics and better support/warranty service somewhere else. Way to go Apple. Sorry Steve. Thanks for the heads up. Good luck ditching that thing...*shudders* so close...

Poor Steve the MAC user, why does he keep trying to get another one?

steve looks creepy