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4850 fix is on the way!

J

Jammers

macrumors regular
Original poster
Apr 17, 2009
103
8
After getting nowhere with Applecare I decided to email Tim Cook. A couple of days later a lady contacted me who works for the Executive team and is based in Ireland. I explained my problem to her and she told me the following:

Apple are well aware of the problem and it is making its way through the various engineering departments.

The fix being worked on is a software fix.

There is no date for launch but she believed it should be fairly soon.

After discussing things with her I have decided to keep my first machine and return the second.

If the software fix does not fix my machine she will replace it for me.

So, fingers crossed guys!
:apple:
 
I was going to hang on to my second machine.... but BOTH have started freezing within 30 seconds of boot up. So I have ordered a 3rd!

I too have talked to a few techies and they say the problem is known.
 
Jammers said:
After getting nowhere with Applecare I decided to email Tim Cook. A couple of days later a lady contacted me who works for the Executive team and is based in Ireland. I explained my problem to her and she told me the following:

Apple are well aware of the problem and it is making its way through the various engineering departments.

The fix being worked on is a software fix.

There is no date for launch but she believed it should be fairly soon.

After discussing things with her I have decided to keep my first machine and return the second.

If the software fix does not fix my machine she will replace it for me.

So, fingers crossed guys!
:apple:
Click to expand...

I hope this Lady is on the up and up and telling us the truth and not doing just a delay tactic. I know there are a lot of frustrated users out there including me.
 
Jammers said:
After getting nowhere with Applecare I decided to email Tim Cook. A couple of days later a lady contacted me who works for the Executive team and is based in Ireland. I explained my problem to her and she told me the following:

Apple are well aware of the problem and it is making its way through the various engineering departments.

The fix being worked on is a software fix.

There is no date for launch but she believed it should be fairly soon.

After discussing things with her I have decided to keep my first machine and return the second.

If the software fix does not fix my machine she will replace it for me.

So, fingers crossed guys!
:apple:
Click to expand...

Wow, based on this and other similar reports, I think I will keep my iMac and just have it hooked up via Ethernet until the fix comes out.
 
Don't know if it means anything, but ordered new iMac with 4850 yesterday from Apple Store and received today revised ship date, which is postponed now to 6th May (week later than originally promised). Reason for this according to Apple is that "The demand for the product you ordered has been higher than anticipated."
 
karkea said:
Don't know if it means anything, but ordered new iMac with 4850 yesterday from Apple Store and received today revised ship date, which is postponed now to 6th May (week later than originally promised). Reason for this according to Apple is that "The demand for the product you ordered has been higher than anticipated."
Click to expand...

All the replacements lol
 
Jammers said:
Well i won't bother next time then.:mad:
Click to expand...

I didn't mean to attack you or make you feel bad in anyway. Again, we all know it's "on the way" but like someone stated above, it's when. I guess I'm more angry at the person you spoke with because that doesn't really help you or me. Someone could call me up and tell me that their iMac is freezing and I could say a "fix is on the way" too. They're setting incorrect expectations, Apple is aware of it and they're working on it but I can't say (or no one should say) it's on the way.
 
iLog.Genius said:
I didn't mean to attack you or make you feel bad in anyway. Again, we all know it's "on the way" but like someone stated above, it's when. I guess I'm more angry at the person you spoke with because that doesn't really help you or me. Someone could call me up and tell me that their iMac is freezing and I could say a "fix is on the way" too. They're setting incorrect expectations, Apple is aware of it and they're working on it but I can't say (or no one should say) it's on the way.
Click to expand...

Ok, no problem mate.

This lady is pretty senior and the fact that she said she would replace my Mac if the fix doesn't work makes it sound genuine.

Let's hope it is out soon.
 
Jammers said:
Ok, no problem mate.

This lady is pretty senior and the fact that she said she would replace my Mac if the fix doesn't work makes it sound genuine.

Let's hope it is out soon.
Click to expand...

Did she give you a time frame on replacing your iMac if the fix doesn't work for you even though it could be a month away? If not that is good.
 
WizardHunt said:
Did she give you a time frame on replacing your iMac if the fix doesn't work for you even though it could be a month away? If not that is good.
Click to expand...

No she didn't - she just said that as I raised the problem early with them she would replace it if necessary.
 
Threads like this crack me up considering in all the windows bashing threads people say they buy macs because "they just work!"
 
TennisandMusic said:
Threads like this crack me up considering in all the windows bashing threads people say they buy macs because "they just work!"
Click to expand...

I agree. Quite ironic...

This is my first mac, and it doesn't just work, it freezes even when watching videos on YouTube or Hulu. My 5 years old PC can do it just fine. It's ridiculous that Apple let this problem slip out in their testing process. I just hope Apple fix it as soon as possible, not making us waiting for months like last time. Before I bought it, I am in no position responding to those posts, but now I will kindly remind fellow mac users that mac does crash a lot. Don't pretend it never happens.

I do like the hardware they design, but both OS X and Windows have their own advantages, just stop bashing PC users. Most of you use Windows anyways even though not exclusively.
 
GamaFu said:
I agree. Quite ironic...

This is my first mac, and it doesn't just work, it freezes even when watching videos on YouTube or Hulu. My 5 years old PC can do it just fine. It's ridiculous that Apple let this problem slip out in their testing process. I just hope Apple fix it as soon as possible, not making us waiting for months like last time. Before I bought it, I am in no position responding to those posts, but now I will kindly remind fellow mac users that mac does crash a lot. Don't pretend it never happens.

I do like the hardware they design, but both OS X and Windows have their own advantages, just stop bashing PC users. Most of you use Windows anyways even though not exclusively.
Click to expand...

Comparing an engineering/hardware issue on an iMac to the Windows OS isn't really a fair comparison. I think everyone on this forum will admit Apple's OS and hardware is by no means perfect. However it is in our (collective) view a lot better than any Windows counterpart. Also from a customer service stand point Apple is also much easier to deal with. After hearing some Dell nightmares I can't imagine how long it might take them to fix an issue like this if it happened with one of there machines. (or how long you would have to sit on hold before even talking to someone for that matter)

I have a 4.5 year old Power Mac G5 that has been trouble free since day 1, and at times has seen up times of up to 120 days without needing to reboot.
 
destroyboredom said:
Comparing an engineering/hardware issue on an iMac to the Windows OS isn't really a fair comparison. I think everyone on this forum will admit Apple's OS and hardware is by no means perfect. However it is in our (collective) view a lot better than any Windows counterpart. Also from a customer service stand point Apple is also much easier to deal with. After hearing some Dell nightmares I can't imagine how long it might take them to fix an issue like this if it happened with one of there machines. (or how long you would have to sit on hold before even talking to someone for that matter)

I have a 4.5 year old Power Mac G5 that has been trouble free since day 1, and at times has seen up times of up to 120 days without needing to reboot.
Click to expand...

At the same time, you need to realize Microsoft is a software company (not talking about Zune or XBOX), but Apple is both hardware and software company. I believe most of the problem people have with their PC is either hardware or driver issues that are out of Microsoft's or Dell's control. It's more complicated in PC world. Microsoft can't possible test all the hardware that's being released for PC, can they?

I really don't want it to be a PC/Mac comparison thread, I will ask you to think about it. Apple sold the iMac to me, considering the choice of hardware that can run OS X is so limited, Apple should have been able to find the bug and resolve it "before" they released it to public, they have the same computer with exactly same configuration customers are going to buy anyways. However, it doesn't seem like the case, they either didn't catch it or assume it will be stable enough for its prime time so we all have a problematic machine now. Since Apple sold me the machine, I, as a consumer, of course blame it on Apple, sounds reasonable, doesn't it?

You need to realize when people have problem with their PCs, they automatically blame it on Microsoft, but they don't care the fact that Microsoft doesn't make the hardware. However, all macs are made by Apple. Apple do the quality control and quality assurance. I expect Mac to be more stable than PCs, and the fact is that it is, unfortunately, just not mine. :(

When PC users have problems with their PCs, it's operating system maker's fault, not the one who make the component, not the one who write the driver. When mac users have problems with their macs, it's hardware component maker's fault, not the one who build the computer, not the one who tests the computer, not the one whose logo is on your computer. Do you see the problem here?
 
Ok just to let everyone know. I also e-mailed Tim Cook. I did this today in the morning. I got a phone call appx 6 hours later. To me that was a fast response. I talked with a Lady from their executive offices in Texas. She was extremely helpful. She verified with me that Apple is aware of the problem and they are working on a fix at present time. She could not tell me when the fix will be out only that it is in the works.

She did assure me that if this problem is not fixed with the software or firmware fix that I still would be able to exchange my iMac no matter the time frame. She took the 14 day limit off my account. She also offered a high level Tech Support Analyst and they will call me to work through some tests and gather some data from my iMac. I am willing to do that so they will call me tomorrow.

I will let you know the results. For those of you who do not know who Tim Cook is, he is the Chief Operating Officer and current acting Chief Executive Officer of Apple Inc. It was from his Team in Texas who contacted me.

I am now more confident that Apple will fix this and do it asap. I will not be sending my iMac in for replacement unless the fix that they come out with does not fix it. Until then I am confident that Apple will take care of our problems with the iMacs freezing up. So don't worry everyone. Keep cool.
 
WizardHunt said:
I am now more confident that Apple will fix this and do it asap. I will not be sending my iMac in for replacement unless the fix that they come out with does not fix it. Until then I am confident that Apple will take care of our problems with the iMacs freezing up. So don't worry everyone. Keep cool.
Click to expand...

lol they don't exactly have a choice unless they want a class action lawsuit on their hands.
 
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