MacBook (13") Sudden Shutdowns: Repair, delays waiting for parts; Parts being replaced: Heat sink, Logic board; more

Repair reports: Good and bad Several readers who have sent their MacBooks in for repair for the sudden shutdown issue and those who have already received their units back are reporting on their experiences.

MacFixIt reader Steve Thuman experienced a quick turnaround and is, overall, pleased with the repair experience:

"I bought my daughter a MacBook in early June. In early August it started having the random shutdown problem. [...] I contacted AppleCare via phone. At that time they recommended updating to Mac OS X 10.4.7 and resetting PRAM and PMU and said if problems continued that I should take it to the Genius at an Apple Store. None of the things they recommended fixed the problem so I took it to the store in Walnut Creek, Ca. The guy I spoke with said he hadn't heard much about that problem, and that he's have to send it for repair. [...] So off it went to Apple. That was at 3:45 pm on  Wednesday Aug 16th. It arrived to my home on monday morning, Aug 21st. Less than 5 days total without the computer and it included a Sat/Sunday. I feel that is an amazing turn around time. Anyway, since then it has not shut down at all. It's running wonderfully. [...] It is sometimes impossible for a company to foresee problems that may come along with a product, but how they respond to it and correct it is what tells the real story about the company.  I have nothing but praise for Apple in this case."

Delays "waiting for part" Most users who have experienced less satisfaction with their sudden shutdown repairs are receiving notices from Apple that certain parts need to arrive before repair proceeds.

As such, if you do not wish to part with your MacBook for more than two weeks (a common repair duration), you may wish to hold off on sending the unit in until appropriate parts delivery has occurred.

MacFixIt reader Harry Jilson writes:

"Brought my machine  (MacBook 13") back to the dealer on Aug 25th for shipment to Apple repair facility. They received it on the 28th. I am still getting a 'waiting for part' message when I checked this PM. I am currently on hold with AppleCare waiting to find out what the story is. I have learned that the part in question is a 'heat sink' which had to be redesigned and apparently not available at this time. I suggest no one ship product to Apple until this situation is resolved or they will find themselves in the same boat I am (waiting). The maddening thing is that, other than random shut downs, the machine was operational. I could have lived with that rather than be without a machine. My feeling is that if you are depending on a machine and they can't fix it promptly, they should offer a loaner."

Another reader writes:

"My MacBook experienced the sudden shutdown. We brought it to the local Apple store, and the Genius tried various things, none of which worked (restarting, reseating memory, just waiting). It stayed on, finally, and we went home, only to return the next morning, when another Genius  installed the firmware update, saying that it was indicated for the Mooing sound from the fan, but might fix the random shutdown. It didn't. We brought it back and it was sent out for service. 12 days later, I tried calling to see the repair status, and spent 1 hr 20 minutes on the  phone before I finally spoke to a service rep. They were no help (it's 'waiting for a part.'). I asked to speak to the next level. The part they were waiting for was a heat sink."

Parts being replaced: Heat sink, Logic board In most cases, users whose MacBooks are repaired for sudden shutdown issues are having both their logic boards and "heat sinks" (though it's not clear which heat sink) replaced.

Some users are also reporting replacement of the top case (see "Discolored palmrests..." below) and the display bezel.

Discolored palmrests also being replaced for some In some cases, when users send in their MacBooks for sudden shutdown alleviation, the top case is also replaced with a new type of plastic that obviates the previously covered palmreset discoloration issue.

One reader writes:

"And they even replaced the top area by the palm rest that was getting discolored."

Defective MacBooks apparently still being sold Since Apple has not issued a recall for MacBooks afflicted with the sudden shutdown problem, the defective units are still in the retail channel and being sold to customers.

One reader writes:

"A check with the dealer revealed they are continuing to sell these machines even though they now know they have a problem. That's unconscionable."

Feedback? Late-breakers@macfixit.com.

Previous coverage:

• MacBook (13"): Apple acknowledges sudden shutdowns in Knowledge Base article
• MacBook (13"): Possible hardware fix for sudden shutdowns
• MacBook Special Report: Sudden shutdowns -- possible fixes
• MacBook (13"): More on sudden shutdowns
• MacBook (13"): Suddenly shutting down

If you have submitted your MacBook for service regarding this issue, please drop us a line at Late-breakers@macfixit.com.

Resources