Project 19: Replacing my External LaCie Hard Drive

Project Description: To get a replacement for my External LaCie Hard Drive

Cause of Project: My MacBook recognizes the Hard Drive, but can not mount it.

Difficulty: Very easy. Much better than my Apple Support experience.

Length of Project: 20 minutes

What I did: I mailed LaCie Support and told them my problem and attached the picture above to the mail.

I got a mail the next day, and unlike my Apple Support experience, no further questions was asked and instead immediate action was taken. I was told that my hard drive could have a fault, and that if I wanted to, they could send a deliver man in 4 days (December 16th) to pickup my drive for repairs or a replacement. They also said that this was the last day they could pickup the hard drive before the holidays. As a side note, they also added a link to their warranty agreement.

I replied on the 15th of December (my mail filter thought it was junk mail) with my address. I thought that I would have to wait for next year as I doubt that I could get an express delivery. I was wrong.

They replied saying that if it's alright with me, they can pickup my hard drive the next day. I should place the hard drive in a package with some protection (although my type of hard drive was made to survive falls of 2.2 meters), along with my cables. As a precaution, I added exaggerated amounts of Styrofoam into the box.

As promised, on December 17th the delivery man picked up the hard drive. I had to pay nothing.

LaCie contacted me 3 days later saying that a replacement will arrive on the 21st or 22nd of December.

Challenges:

1. Understanding why Apple (who also has the best customer satisfaction in the US at the time I wrote this) can't replace a battery which they stated themselves was defective without arguing with me about it for 2 hours.

2. my 3 year old 80GB Toshiba Hard Drive that I took out of my MacBook and placed in a cheap USB enclosure (which I have dropped countless times) seems to be more reliable than a never-been-dropped 500GB LaCie rugged drive which survives falls of 2 meters.

What Apple Should Learn from LaCie: Apple has the highest customer satisfaction in the US at the time I wrote this, and yet, it takes 2 hours of arguing just to replace a battery for a customer who purchased the unbelievably expensive extended warranty. Apple has to change the mindset of Call Centers from lose as less money to lose as less potential-customers in the future.

What LaCie should learn from Apple: Neither companies produce hard drives, but instead make enclosures that make the hard drive useful. Problem is, it seems like LaCie is choosing the wrong company (Western Digital?) for their hard drives, and is therefore losing money by risking the reliability of their hard drives even though their enclosures are beautifully built.

Status: Waiting for delivery

Project 18: Cleaning the inside of a MacBook

Project Description: Internal MacBook Cleaning

Cause of Project: 2 year old MacBook constantly runs at a high temperature, 55°C+, during basic web browsing and 89°C+ during video conversion or intensive gaming.

Difficulty: Medium

Items Used: #00 Phillips Screw Driver, Kitchen Knife, Magnet, Can of Air (compressed air in a can), Cotton Swabs, Tooth Picks

Length of Project: 2 hours

What I did: Followed this guide to get to the Logic Board of the MacBook. When I got there, it looked like this:

Looks fine? Take a closer look:

I used a can of air to spray all the dust off the CPU, then kept a tooth pick jammed in the fan while I sprayed it, so that the fan wouldn't rotate (rotating the fan faster than it was made to be can damage it). Even after spraying it, there was still dust on it, so I used cotton swabs in between each blade (you can also use a tooth brush if you have a spare). After cleaning the logic board, it looked like this:

If you were wondering where all this dust went, well, keep looking:

I then went on to spray the inside of the keyboard with the can of air:

The connector that connected the keyboard to the logic board had a beard of dust growing on it:

Also, there was some "brown substance" that was found on the edges of the MacBook that I removed using a couple of tooth picks:

After that, just put it back together. Unfortunately, it was not as simple as that.

Challenges - Removal: As said so in the manual, the screws on the back on the MacBook do not come off easily, so the manual suggests to magnetize the screw driver to attract the screw out. Unfortunately, the force of magnet attraction was not strong enough, so I was forced to use physical force to pry out the screw - using a kitchen knife once used to slice fine slices of sashimi, and degrading it to removing screws.

As said again in the manual, when removing the keyboard it "might" stick to the connection at the above the optical drive. The manual suggested removing all other sides first, then removing it. Though effective, degrading the Kitchen Knife helped me once again.

Challenges - Cleaning: The can of air became very cold after excessive use. This is something more than just annoying to hold, but it allows condensation to occur, leaving water on the outside of the can. This not only makes it more annoying to hold since it makes your hand wet, but if one drop of that lands on the logic board, you'll need to get a new $500 logic board. Which is bad for those who can't afford that, but a great excuse for people who want a new Unibody MacBook Pro.

Challenges - Putting it back together: There were small, loose plastic bits on the right side of the MacBook that easily slide out. This happened to me twice, when I was spraying it with the can of air, and when I was tilting the MacBook to screw the screws back in:

The Magnet on the right side of the MacBook that is used to put it automatically to sleep when the lid is closed, now being unscrewed, is free to unite with it's opposite bond:

This time, it seems like the force of magnetic attraction was a lot stronger than I expected it to be, but I had no problem removing the magnet and putting it back where it belonged, without degrading the kitchen knife once again. But be warned - this is some thing you do not want to be on, or any where close to, your hard drive.

Status: Completed, my MacBook now runs 4°C cooler

Summer Projects Overview

I must begin by expressing my appreciation for the opportunity to complete the work I have done over this past year with the ICT Department. It has been an incredible experience for me, and the knowledge I have gained from it is something I highly value. I would like to continue gaining more experience, not only for the next school year, but also over this summer.

 

The knowledge I gain from volunteering is great enough, but I believe that I can make my time even more valuable – not only to me, but to the school, and most importantly, to those less fortunate. I propose that in exchange for my volunteer hours, spent within the ICT Department this summer, voluntary sponsors would give charitable donations for the 1yen drive. This way, the school receives my services. I gain knowledge, and those less fortunate in our community might benefit from our combined efforts.

 

In the past, I have contributed in the following ways:

1.     Set up multiple video adapters, audio cables, and video cables

2.     Counted the number of video tapes in each department, and took note of their publishers

3.     Installed drivers for a scanner

4.     Started up a wiki

5.     Live Streamed school events

6.     Replaced defective batteries

7.     Successfully convinced Apple Support to replace an out-of-warranty battery

8.     Transferred files from an internal hard drive to an external hard drive

9.     Assessed how iPhones would effect a student’s learning experience

10.  Manipulated my iPhone to make it more flexible

11.  Transported multiple computers

12.  Re-imaged multiple computers

13.  Re-installed multiple computers

14.  Installed multiple RAM chips into both laptops and desktops

15.  Replaced a SuperDrive

16.  Made a functional MacBook from two nonfunctional ones

 

Other than above, I have leadership and accounting skills that I have gained through Student Council. As I have already spent the past year in both helping the IT, and worked effectively in Student Council, I am said to be a responsible person. In addition to that, I am always looking to challenges, as they are the things that teach me the most.

 

I look forward over the summer to contribute in the following ways:

 

1.     Update computers via Software Update after the computer is unfrozen, then refrozen after the installation of the updates.

2.     Collect, assess, clean, record, and redistribute computers and their accessories

3.     Re-image new computers (120)

 

Here is the proposal in more detail:

 

Dates Free: June 20~25, August 11~15 (unconfirmed, will notify later about availability between these dates when further details are available)

 

Wage (100% to Charity): Chosen by sponsor

 

Any one can sponsor me by agreeing to donate a set amount of money per hour. There is no minimum to this, as every little donation will make a difference for Charity. Records will be kept on an Excel worksheet, and will be posted on my blog, and can be distributed freely. The final copy of the record will be printed out as well. There is no deadline for sponsorship applications, but it is highly recommended to get them in before the first working day (June 20^th).

 

With a look to the future, I envision having a team of summer interns either contributing directly to meet YIS needs, or that of the community, on behalf of YIS. I would like to organize corporate sponsorships of volunteers to perform or contribute to set goals, with the time contributed reimbursed by these companies as charitable donations to either pre determined charities or YIS.

 

Thank you for your consideration,

 

Matthias De Ruyver

Project 17: Re-imaging an iBook

Project Description: Re-image an iBook

Cause of Project: iBook would get a kernel panic on startup

Difficulty: Easy (concept)

Length of Project: 2 lunch times

What I did: I attempted to re-image the iBook like I did with the eMacs. However, unlike the eMacs, the  iBook was not plugged into a power source, so half way through the re-image, the iBook shutdown. After that, the iBook could only start once every day. I was able to put in the Mac OS X Install Disc, but it would not recognize it. Then, I was not able to force eject it by holding the mouse button on start up, I open up Open Firmware, and ejected the CD.

Challenges: Getting into Open Firmware

Status: Cancelled

Project 16: Podcast Producer

Project Description: Setting up Podcast Producer

Cause of Project: To have a place where podcasts could be stored

Difficulty: Hard

Length of Project: N/A

Challenges: There are several things you need to setup before you even begin to set up Podcast Producer. Some of these things have a complicated system, and some of them are unreliable even after setup. With Apple's online setup guides, nothing is made any easier.

Status: Incomplete - Shall wait until Snow Leopard Server comes out.

Project 15: Installing more RAM than capacity of a MacBook

Project Description: Install 4GB of RAM into a 3rd generation MacBook. A 3rd generation MacBook has a maximum capacity of 2GB according to apple, and 3GB according to MacTracker.

Cause of Project: My MacBook didn't run smooth on 1GB of RAM

Difficulty: Intermediate

Length of Project: ½ hour

What I did: Installed two 2GB RAM chips. Instructions can be found here. After installation, I started up the computer successfully. In system profiler, the computer recognized two 2GB RAM chips. However, in Activity Monitor, the computer only could process 3GB of the 4GB RAM.

Challenges: Taking out the screws without a Phillips Screw Driver

Status: Completed

Project 14: Reinstalling eMac

Project Description: Reinstalling an eMac

Cause of Project: eMac wouldn't start up

Difficulty: Easy

Length of Project: 4 hours

What I did: Force open the CD driver, insert installation disks, follow instructions. After installation, I copied applications from an iMac and put them onto the eMac.

Challenges: Waiting for the installation to finish

Status: Completed

Project 10: Replace SuperDrive of a 17-inch Aluminum PowerBook G4

Project Description: To replace a broken SuperDrive of a 17-inch Aluminum PowerBook with a new one.

Cause of Project: A teacher requested me to exchange the broken SuperDrive.

Difficulty: Hard

Length of Project: 2 hours

What I did: I followed the steps in disassembling the PowerBook to get to the SuperDrive from this manual. Although very easy to follow, the manual misses a few key points:

1) There is a magnet next to two of the screws on the inside of the place where the battery is usually placed. This causes the screw(s) to stick onto the magnet, and becomes very annoying when you have to screw it back in. Especially if you have short nails. Plus, who's stupid enough to put a magnet next to a hard drive??

2) It tells you everything you need to know to disassemble the PowerBook and how to take out the old Superdrive, but it doesn't mention one thing on how to install the new one other than "To reassemble simply follow the directions in reverse order."

3) As a result of 2, it doesn't say that you have to reattach the ribbon on the new super drive.

4) As a result of 2, it doesn't say where in the casing to put the trackpad ribbon through when reassembling the PowerBook. So when you try to put the casing back on, it can cause you to squish/sandwich the trackpad ribbon between the casing and logic board. However, it does say how to reattach the trackpad ribbon back to the connector.

Challenges: Replacing the SuperDrive was easy as pie. It was getting to it that was the hard part.

Status: Completed. I inserted a DVD disk into the SuperDrive and it worked perfectly fine.

Other: If you're not good with your hands, don't attempt this. 

Project 12: Setting up audio and longer video cables

Project Description: Set up audio and longer video cables for the language building.

Cause of Project: So computers can play their audio on the TV.

Difficulty: Easy

Length of Project: 2 hours

What I did: Set up longer video cables at first, because I realized that the Stereo to RCA cable can not be used since the TV did not have a RCA input that worked together with the VGA input. The IT Lab ordered RCA to Stereo adapters, and a few days later, I set up the audio cables.

Challenges: Properly recycling the packaging into the correct bins

Status: Completed

Project 11: Replacing my defective Battery

Project Description: To get a replacement for my defective battery.

Cause of Project: My battery is defective, it would go down to around 35% and shutdown without warning

Difficulty: Hard, it's a bit like being a lawyer.

Length of Project: 2 hours

What I did: I called Apple Support:

Me: Hi, i'm pretty sure that my MacBook's battery is defective.

Apple: Okay, can you tell me your serial number and name?

Serial number and name told and confirmed

Apple: Sorry, your warranty of your MacBook's battery has expired.

Me: I have Apple Care Protection Plan, and it says that all hardware is covered for 3 years.

Apple: Well, the battery is a disposable (I think that's what they said) part and is only covered for 1 year.

Me: Oh. That means that I have to order a new battery right?

Apple: Well, you can go to an Apple Retail Store to get your MacBook checked up on and repaired for a cheaper price than if you were to buy a new battery.

Me: Can I bring my MacBook to an Apple Service Provider?

Apple: Yes, and there is an Apple Service Provider near you in... It would probably be cheaper than going to a Retail Store. Here is the name and telephone number...

This could have been the end. I could have done what he suggested. And that would also mean the end of this blog. But due to financial problems, I would really rather not pay for repair. I went back to this page and discovered that the Intel Core Duo computers receive coverage for up to 2 years, and my MacBook had an Intel Core Duo processor! Only problem, was that the battery exchange program was only for computers bought between February 2007 to April 2007. I bought mine on April 7 2007. Any way, I decided to give it a try with new "evidence" and ran Apple Support again:

Me: Hello, my MacBook's battery is defective.

Apple: May I have your serial bumber and name?

Serial number and name told and confirmed

Apple: It seems like you already called earlier today and you were advised to go to an Apple Service Provider. Is that right?

Me: (not stunned by this statement,) yes I have called earlier today, but I have just checked the apple page about defective batteries, and it said on it that "For MacBook and MacBook Pro systems with Intel Core Duo processors, this program extends repair coverage on the battery for up to two years from the date of purchase of the computer."

Apple: (Talks something about how the battery doesn't have to do with when the computer was bought)

Me: It also says at the end of this page that that "This program extends repair coverage on the battery for up to two years from the date of purchase of the computer for Intel Core Duo-based MacBook and MacBook Pro computers"

Apple: I understand, but according to our database of serial numbers, your battery is not covered. But, I will have to speak with (someone that has to do with the website) to find out if your battery is covered or not.

Me: Will I have to call or e-mail them?

Apple: No, it's okay, I'll call them and I'll call you back. 

30 minutes later...

Me: Hello?

Apple: Hi, this is Apple Support, is this a good time to talk?

Me: Yes, I can talk. (I could tell by the tone of her voice that it was most likely good news)

Apple: Well, I talked to (whoever it was she talked to) and they said that the symptoms can indeed be caused by a defective battery, and so we will be sending a new battery to you in around 2~3 days and when the battery arrives, Apple needs to take back the defective battery to make sure that it is defective. Is that alright?

Me: Yes, but I do have another question, if it does happen to be my MacBook's problem, what will happen then?

Apple: Well since you are covered with Apple Care Protection Plan, we can take back your MacBook and repair it for free. However I recommend you backup your hard drive first.

Me: Yes, I am already doing that. Will I have to pay for delivery?

Apple: No, it is free off charge.

Me: Ok, thank you for your time. Bye.

Challenges: Making them believe that my battery is covered!

What I have learnt: When calling Apple Support on a subject that includes replacement and warranty, you have to really think like a lawyer. Without evidence, you will not win the trial. By telling Apple Support that they are contradicting themselves according to their own website, they will most likely have to accept it. Oh yeah, and Apple Support keeps a record of all your phone calls and keeps most of the details of them, so I learnt that losing your temper on them won't help you in the future.

Status: Received Battery

Project 9: Introducing iPhones for Education

Project Description: To successfully introduce iPhones for educational purposes.

Cause of Project: To advance the school in to a "21st Century Environment"

Difficulty: Hard due to the complexity of many considerations

What I did: I was involved in a meeting today with Yoshi, a representative from Apple with accompany from his boss. Our main topic was to discuss the possibility of having iPhones used in our school. We started off by showing my blog, then moved on to discuss my current, main project. I also explained to Yoshi my role in the MS Student Tech Team, and what we have done, as well as future plans. When we started to discuss about iPhones, Yoshi said that the iPhone will bring a "21st Century Environment", which is definitely true. I then asked a series of questions to Yoshi:

Q1: Is it possible to restrict what the user can do with their iPhone? I mean, for the Mac there is Parental Controls, and Apple Remote Desktop, but what about the iPhone?

A: At this point, it is not possible to do so without hacking the iPhone itself.

Q2: Is it possible to be able to have a constantly updating digital list of all the school's iPhones and how much they are spending, as well as how they are being spent?

A: Softbank's package is a fixed price which includes internet access, mail and phone calls.

Q3: How about phone calls to other providers, like Docomo?

A: That's not included in the package. You should talk to some one from Softbank for more details.

Q4: Is it possible that apple can modify the iPhone so that it can't make any calls.

A: Well, the iPhone is a phone, so if you can't make calls that defeats the purpose.

Q5: Is there a way to remove the 5 people limit on iTunes U, since this is for education?

A: We can not change this, since apple has already placed specific copyright laws.

Q6: Can one application be installed on all of the iPhones?

A: This is similar to iTunes U, because you can only install one application per 5 iPhones.

Q7: So if I had 50 iPhones, I would have to buy the application 10 times to provide it to all the iPhones?

A: Yes.

Q8: The next version of Mac OS X, Snow Leopard is focused on reducing the size of files. Because of this, will iPhones be compatible with it?

A: There may be a newer version of the iPhone that will be compatible with it, or just an update. However, Apple is very strict on releasing information like this, so I personally do not know.

We also had Mr. Lockwood bargain with Yoshi for a Data Package at a cheaper price, instead of a package that includes phone calls. He then continued to talk about the possibility of apple creating a NetBook (but with it's own original name).

My opinion: I was not disappointed by Yoshi's answers, simply because I already knew that my requests were probably not going to be available at this point. Because of this, I disagree with having the iPhone used in the school at this point, since there is no way to restrict users or to even monitor what they are doing. And the fact that it can make phone calls, is some thing I see that isn't going end up as "educational" but more of "personal use". The only thing I think why this school should provide it, is because of it's "Cool Factor". Okay, not only that of course - it has wireless internet, a camera, downloads education podcasts, and offers applications like a Graphing Calculator (which would usually cost 10,000 yen to purchase). However, I personally do not think that students should have such flexibility with the iPhones, and I think that lending them is going to be a ticking time bomb. If you do not understand what I mean when I say a ticking time bomb, i'm talking about students watching the latest episode of Heroes, girls talking on them for hours with other service providers, or even worse, students throwing iPhones accidentally while playing iBowl. Before you know it, students grades will fall, while the bills never seem to stop going up. All is not lost for the iPhone though, since Yoshi will do some "homework" and it is only a matter of time before my requests becme true.

The Next Step: I think that we should start some heavy bargaining with Softbank for a data plan as well as other things.

Other: Questions and Answers were summarized