Time Capsule

Apple’s introduction of the Time Capsule in March of 2008 was the first instance I’m aware of that a combination wireless router-cum-incremental network backup device targeted to the consumer market. Being ever on the prowl for new Apple gadgets, the Time Capsule was quite attractive. Better yet, it was actually useful, as I needed an easy way to back up my three Macs.

I renewed my membership in the Early Adopter Club by purchasing a 1 GB Time Capsule in the first month they were available. As expected, the small, white, flat rectangular box worked as advertised.

Until one morning about three weeks ago, that is.

I was pleasantly surfing, minding my own business, when suddenly my Internet connection dropped out. As my Qwest DSL line acts up every now and then, I rebooted the DSL box. I was surprised to find that did not help.

Then I noticed the green Power light on the Time Capsule was not illuminated. I’d never seen it not on, as Time Capsules have no On/Off switch, as they are 24/7/365 devices. So I pulled the power cord, waited 5 seconds, and plugged it back in. Nothing. I repeated the unplug/plug dance a couple more times, to no avail. It was stone dead; no wireless router, no backup.

A line from Star Trek came to mind; Dr. Leonard “Bones” McCoy’s immortal words to Captain Kirk; “It’s dead, Jim.”

I rejiggered my network, and got my Internet connection working, as the DSL line was not the problem. A quick Google for “dead Time Capsule” provided more hits than I expected. The Apple Support boards were replete with people complaining about dead TCs. One angry geek created a web site entitled Time Capsule Dead

Apparently, early Time Capsules have problems with components in the power supply dying a swift and untimely death, thus rendering the Time Capsule powerless. While one enterprising technician has posted instructions on how to fix the problem , most people are not going to be able to resuscitate their dead box.

But here’s the rub:

1) Early Time Capsules are out of warranty, as Apple’s warranty is twelve months.
2) *Apple does not repair Time Capsules.* Apple simply does not fix them.
3) Nor does Apple provide a way to get your backup data off the drive if the drive is still good.

You have been warned!

So, it appears that, unless you used a credit card which provides extended warranty coverage, you may be out of luck.

Not wanting to take “No” for answer, I printed up a short summary of the hundreds of posts on Apple Support about early Time Capsules with dead power supplies, and made a Genius appointment at the local Apple Store. I was prepared to fight to the death to get some relief.

I was more than pleasantly surprised at what happened. I very politely described exactly what happened to my TC, why I think it was the power supply that went kaput, the fact this is a growing problem, and what could he do to help me out. Keyword = “politely.”

The Genius did the plug/unplug dance a couple of times to verify my claim, and then excused himself for five minutes. He returned with a brand-new 500 GB Dual-Band Time Capsule. He said he needed to keep the box, but otherwise would exchange my dead TC for a new one. While not admitting to any specifics, he did say that something appears to be going on with older TC power supplies.

So, I walked out without having to make my various passionate arguments about being treated fairly, Apple warranty coverage, etc.

I left the Apple Store thinking that this is the right way to take care of the customer. Here’s hoping Apple makes this the general policy for all Time Capsules that died from a defective power supply design.