Advice on dealing with a faulty iMac and faulty support

[livingfortoday]

Ok folks, I need some advice about my new iMac.

I bought an iMac on the 26th of January, and I love this thing... but it has tons of bugs. Safari constantly crashes, so I've been using Firefox (which I loathe). Lots of programs don't run properly, even things like Word and Excel. Lots of "the application unexpectedly quit" warnings.

I reinstalled the OS, and downloaded the patches, and it didn't seem to help. I've run the hardware test, and it found nothing wrong. I've ran it without the upgraded RAM and with, and nothing changed.

I have called Apple three times now, each time lasting over one hour, and have had to deal with incompetence (a guy kept having ME explain to him what Rosetta was) and a complete unwillingness to listen to me. They've made me do a million things, and nothing has helped, yet they refuse to RMA the computer because it's a software issue they say, and not a hardware issue. I've sent them my computer info and crash logs, and they never called back. I had to follow up and call them back, and they're now saying I need to resend the info again, because the engineers didn't get enough out of it the first time around. I don't know what that even means.

I am, in other words, VERY frustrated. I love my Macs, and this is the first new Mac I've ever bought for myself. What should I do? I want to keep my Mac, I don't want to have to return it and settle for something less (not Windows, oh god no, I mean like a G5 iMac or something), but I feel like Apple's giving me no choice. The no RMA thing is really frustrating as well.

What would you guys do?

 

[nbs2]

At the risk of presuming too much about you (work schedule, etc), I'd suggest making an appointment and taking it to the Apple store. Maybe block out a Saturday or some such thing. Don't leave until the genius helps you with your issues. I'm impressed that you haven't already given up. Maybe that's why got the problems - your machine is testing your resolve.

Other than that or trying to move up the always useless chain of command, I can't really suggest anything. Good luck!

 

[joker2]

Make an appointment at the Genius bar of the Apple store nearest you. Sometimes, it really helps to have someone take a look at it in person.

 

[livingfortoday]

If my machine is testing my resolve, it's got me at a breaking point. Wait, maybe I shouldn't let it know that.

Anyways, yeah, I'll probably have to take it in to the Apple store this weekend. My only problem is that a) I'm pretty dang busy and the store is always packed and b) lugging an iMac on a bus for 40 minutes is not my idea of a good time.

But if it's what I have to do... I also just realized I can't return it for an older (ie G5) one, because it's BTO (upgraded vid card), and they don't accept returns on those. Dang.

 

[joker2]

If you go to http://www.apple.com/retail and click on your store that morning, you can get into the queue for the genius bar and it will give you an approximate time, essentially making an appointment. That way your time can be better spent

I'm not sure on what the actual timeline is, but ProCare customers can reserve appointments up to a week in advance.

That should help a), not sure how to help b)...

 

[munckee]

I've had good luck at the genius bar as well.

It also seems, from what I've read, that the squeeky wheel usually gets help from Apple. Sounds like you've worked pretty hard on getting it fixed, but maybe some more persistent calling will get them to work with you?

 

[portent]

Have you run the diagnostics (on the CD that came with the machine?) Apple will usually listen if their own diagnostics report an error (bad memory, etc.)

 

[livingfortoday]

Have you run the diagnostics (on the CD that came with the machine?) Apple will usually listen if their own diagnostics report an error (bad memory, etc.)

Yes, I ran the hardware test, and it found nothing.

 

[livingfortoday]

Okay, a brief update. They have emailed me a program called "Capture Data 7.0.4" which apparently forms a report with all my system logs and error reports into one file, and I am sending it back to them now.

 

[joker2]

Okay, a brief update. They have emailed me a program called "Capture Data 7.0.4" which apparently forms a report with all my system logs and error reports into one file, and I am sending it back to them now.

I hope they're able to see something and provide answers and a fix for you!

 

[generik]

Well good luck, and no matter what happens just remember that Windows is probably worse (actually it'd probably be better from what you describe, but it is good to lie when it is appropriate )

 

[livingfortoday]

Well good luck, and no matter what happens just remember that Windows is probably worse (actually it'd probably be better from what you describe, but it is good to lie when it is appropriate )

Ha, I just spent the last hour on newegg.com fixin' up a PC... but I get the heebie jeebies just thinkin' about clicking on that Start button. Guh. No thank you, I just want them to fix this iMac!

 

[livingfortoday]

Ok... Apple just called me and said that engineering said I should reinstall my system, and that everything will work fine then... of course, I've already done that. Twice now. And I've told them that, and I also told them that it fixed nothing.

SO... What the hell is wrong with Apple's support? I mean... jeez. That's sealed the deal for me, though, I'm going to the Genius Bar this weekend. I can't believe how incompetent the phone support is, though. Sheesh. I love how they keep asking if I want to extend my phone support to a year from 90 days, too. Ha!

 

[pknz]

I am in similar position with my Rev B iMac, lots of unexpected quits over many programmes. Done everything I know, and what some of your MRers know and some techies know. Took iMac into Apple and they couldnt see any problems.

Problem recurring still so taking it back tomorrow.

How many unexpected quits do you get a day? Any programs ALWAYS seem to quit constantly for you?

 

[livingfortoday]

Okay, I finally got them to mail me a replacement iMac. I'll have to mail this one in using the label provided, and then once they get it back they'll start to assemble my new one, apparently. And to think, it only took three more phone calls and one call back!

They also offered me the option to downgrade to a G5 iMac and get some money refunded, but I stuck with the Core Duo. The sales guy also made my day by constantly saying things like this in a really boring monotone:
"It's an elegant machine - the mercedes of your life."

Yeah, okay. So I think it's worked out... for now. We'll see. I'll bitch some more if it takes two weeks to get here again and it's broken!

Edit: Oh, I might add that I got asked numerous times if I was running software that was "licensed for another machine" on my computer, before I returned this one. I told him I wasn't, and that since Safari was the main troublemaker, I doubted that it mattered. i just thought it was interesting to see that they checked for pirated software before you return a computer. Wonder if they're required to report it if you have it.

 

[generik]

Ha, I just spent the last hour on newegg.com fixin' up a PC... but I get the heebie jeebies just thinkin' about clicking on that Start button. Guh. No thank you, I just want them to fix this iMac!

Next time you go to newegg, click on the "price" column to sort by price, and select from the bottom of the list. You don't want to get the same kind of parts that go into Apple products do you

 

[pknz]

Apple is going to replace my iMacs motherboard after not being able to find anything wrong with it. Although they do accept there is something wrong with it.

Update: Yay I think my iMac is fixed.