Apple Care-Mac Mini and RAM Upgrade-APPLE BLOWS-HATE THEM RIGHT NOW!

[Enigmafan420]

So I upgraded the RAM in my 2006 Mac Mini 1.83 a year or so ago. Thing worked fine until the other day.

I purchased Applecare for this Mini in case anything went wrong. Something finally did-system will NOT boot, nor even power on, but the cooling fan runs at high speed continuously when the Mini is plugged in.

Took it to a "genius" bar, and the guy was THE BIGGEST ASS ever. He FLIPPED THE HELL OUT when he found out I had opened the case. Took him 20 minutes to hunt it down, but he finally found some terms and conditions that state moding a Mini voids the warranty.

I have had many people tell me, including Apple resellers, that adding RAM to a mini does NOT void the warranty.

So anyway, I guess I am mostly pissed because the IDIOT DOLT at the "genius" bar knew less about computers than my 11 year old son and was determined to not give me the time of day because I had "sinned" and gone against Almighty Apple's wishes. The JERK had no interest in helping trouble shoot once he found out I opened the box. ALL HE DID was plug the stupind thing in, never even LOOKED inside it. Just put the top back on and plugged it in. I wish I could get the mini fixed, but they wanted nearly $400 for out of warranty service to which I politely declined. It had become a spare computer anyway.

I own FIVE minis, TWO Macbooks, TWO iPhones, and at least FOUR iPods. I have spent in excess of $5,000 on Apple stuff in the last 18 months. I buy APPLECARE for EVERYTHING.

I am so goddamn pissed at Apple I swear I never want another one of their products again. AND, I tried to find a place on the website to complain-good luck with that. I spent 15 minutes going off on the store manager and got NOTHING.

APPLE-YOU SUCK-this is NO WAY to treat your customers. This is something I would expect from DELL or HP-NOT APPLE.

 

[NT1440]

Going a little overboard there?

Is there anything about having to use a putty knife just to open it that might POSSIBLY tip you off that Apple doesn't want consumers opening this one?

 

[Enigmafan420]

Going a little overboard there?

Is there anything about having to use a putty knife just to open it that might POSSIBLY tip you off that Apple doesn't want consumers opening this one?

I don't disagree, except for the fact that EVERYONE (including an email I once got from Apple) says that it DOES NOT void the warranty.

The point was that guy at the "genius" bar was rude and un helpful. The mini will now be a parts machine (the DVD +-R will come in handy to replace a combo drive on another machine). The issue I had was with the "service" I received, not the fact that they won't fix it.

That being said, I will NEVER buy Applecare again, if you read the exclusions, they have excluded almost everything.

 

[crackbookpro]

Sorry bud, I am pretty sure even adding the so-called '3rd party RAM' voids the warranty, nonetheless, opening the shell. I think it is bogus as well because they don't even make their RAM(as I learned here on this site).

CrackBookPro

 

[cocky jeremy]

So I upgraded the RAM in my 2006 Mac Mini 1.83 a year or so ago. Thing worked fine until the other day.

I purchased Applecare for this Mini in case anything went wrong. Something finally did-system will NOT boot, nor even power on, but the cooling fan runs at high speed continuously when the Mini is plugged in.

Took it to a "genius" bar, and the guy was THE BIGGEST ASS ever. He FLIPPED THE HELL OUT when he found out I had opened the case. Took him 20 minutes to hunt it down, but he finally found some terms and conditions that state moding a Mini voids the warranty.

I have had many people tell me, including Apple resellers, that adding RAM to a mini does NOT void the warranty.

So anyway, I guess I am mostly pissed because the IDIOT DOLT at the "genius" bar knew less about computers than my 11 year old son and was determined to not give me the time of day because I had "sinned" and gone against Almighty Apple's wishes. The JERK had no interest in helping trouble shoot once he found out I opened the box. ALL HE DID was plug the stupind thing in, never even LOOKED inside it. Just put the top back on and plugged it in. I wish I could get the mini fixed, but they wanted nearly $400 for out of warranty service to which I politely declined. It had become a spare computer anyway.

I own FIVE minis, TWO Macbooks, TWO iPhones, and at least FOUR iPods. I have spent in excess of $5,000 on Apple stuff in the last 18 months. I buy APPLECARE for EVERYTHING.

I am so goddamn pissed at Apple I swear I never want another one of their products again. AND, I tried to find a place on the website to complain-good luck with that. I spent 15 minutes going off on the store manager and got NOTHING.

APPLE-YOU SUCK-this is NO WAY to treat your customers. This is something I would expect from DELL or HP-NOT APPLE.

No offense but one guy being a douchebag shouldn't turn you against Apple. C'mon. You'll find that in EVERY company.

 

[Enigmafan420]

No offense but one guy being a douchebag shouldn't turn you against Apple. C'mon. You'll find that in EVERY company.

You are right-but the store manager did nothing to improve the situation.

What I REALLY WANT is a place to complain-good luck finding THAT on the Apple website. Anyone know how to submit a complaint?

 

[jmpage2]

1. Why the hell would you voulenteer that you had cracked the RAM and replaced it?

2. Why didn't you just plug in the original RAM, and then contact Apple over the phone to make the arrangements for the replacement?

I just upgraded RAM and hard drive for a friend on a new Mac Mini he purchased. I showed him how the parts were replaced and repeatedly explained to him that they cannot deny you warranty work if you put the original parts back in, even if it looks like the case might have been opened.

It sounds like you goofed up, slipped up, bragged, or whatever and the Genius felt like punishing you, however, unless he put something in the computers tied to your serial number there is absolutely no reason you can't put the original parts back in and get the Apple Care to cover the failure of the unit.

 

[baddj]

hello there,

I would of ask to talk to anther guy and then submitted a compliant on that guy who was rude to you. And i have to say when i called apple they said it does not void the warranty it the upgrade does not damage any thing. so it proves that there staff need more training by the looks.

Also try putting the old parts backin and taking it back as they mite think it has not been opened.

 

[300D]

Upgrading the ram or opening the case of the mini does NOT void the warranty. If it did then there would be seals in place to prevent tampering.

Do Not Make Repairs Yourself
Your Mac mini doesn’t have any user-serviceable parts. Do not attempt to open your Mac mini. If your Mac mini needs service, consult the service and support information that came with your computer for instructions about how to contact an Apple Authorized Service Provider or Apple for service.

If you open your Mac mini or install items, you risk damaging your equipment, and such damage isn’t covered by the limited warranty on your Mac mini.

http://manuals.info.apple.com/en_US/Mac_mini_Early_2006_Users_Guide.pdf

The fact it worked normally for a full year after the ram upgrade means you did not damage anything and the machine is still covered by Applecare.

 

[Shivetya]

No offense but one guy being a douchebag shouldn't turn you against Apple. C'mon. You'll find that in EVERY company.

I think he even ran afoul of the store manager. I could understand your point if it was just a "genius" but if the manager punts ya... oh well, that is the face of Apple.

 

[RandomKamikaze]

Have you tried phoning Applecare to see what they say?

 

[Hellhammer]

If you have the e-mail from Apple that says "Yes, you can upgrade the RAM" take a picture of it and go back to store. And put the original RAM back there, then they can't avoid fixing it

 

[BlackMax]

Don't let it phase you. Place your old memory back in your MacMini and come back when that particular genius is not there and ask another genius for assistance. Or if necessary go to another Apple store and ask them to look at it. Sometimes it is just a matter of getting back up to bat and finding someone who wants to help you instead of someone who wants to find a reason not to help you.

I personally do not believe your warranty should be voided for opening the MacMini and upgrading the memory. Especially if it can be shown that your problem has nothing to do with the system being opened or the memory being swapped.

Now if it can be shown your issue is the result of you opening your MacMini and upgrading the memory, pay the $400 and move forward. Or better yet, for that price find the low end 2009 MacMini on the Apple refurbish website and purchase it for $499.00.

Good luck!

 

[NC MacGuy]

I've had more than my share of run ins w. the Geni-asses too. First thing to do whenever you take anything in is make it like it was when you got it. It's a pain but it's what the monkeys are looking for - an easy way out of having to fix or replace anything and user upgrades are an easy target.

Calm down and be happy it wasn't an MBA or a Pro - then put in standard RAM and take it to another Geni-ass at another store if you are so inclined.

 

[Enigmafan420]

Thanks to all who offered advice. To the person who asked why I had voluntarily offered the info-it was in the interest of full disclosure.

I also found this article on Mac World, not an authoritative source to be sure, but a respected publication:

http://www.macworld.com/article/140575/2009/05/macmini2009upgrade.html

From that article:

Entering without breaking

Apple’s policy on upgrading the Mac mini yourself has always been that as long as you don’t break anything in the process, your warranty is still valid. At the time of my review, I confirmed that this policy still applies. The bigger issue is that, as with earlier minis, getting inside the computer’s compact enclosure often feels as if you’re breaking it. But those of us who’ve successfully taken apart a mini can assure you that the little guy can take much more abuse than you think. (And once you’ve taken apart a mini without breaking it, you’re much more confident—and the process is much quicker—the next time.)

 

[britboyj]

Some creative googling will turn up executive emails.

 

[bigjnyc]

You are right-but the store manager did nothing to improve the situation.

What I REALLY WANT is a place to complain-good luck finding THAT on the Apple website. Anyone know how to submit a complaint?

submitting a complaint on the website probably won't help. call up the applecare hotline, they are usually more helpful. Maybe start the conversation by asking if this voids the warranty. Then explain your situation..... they can usually make a note in your file which the store sees when you take it in.

 

[Enigmafan420]

Upgrading the ram or opening the case of the mini does NOT void the warranty. If it did then there would be seals in place to prevent tampering.


http://manuals.info.apple.com/en_US/Mac_mini_Early_2006_Users_Guide.pdf

The fact it worked normally for a full year after the ram upgrade means you did not damage anything and the machine is still covered by Applecare.

Thanks for the link-I have to think that they would use the instruction manual to support their theory. Also, the "genius" produced some wording from the Applecare agreement indicating that self install upgrades are not allowed.

To my way of thinking they could even apply that to Laptop Memory upgrades if they wanted to be total jerks.

Applecare has SO MANY EXCLUSIONS it seems they COULD get away with fixing no computers. I will never buy APPLECARE again.

 

[mags631]

Thanks for the link-I have to think that they would use the instruction manual to support their theory. Also, the "genius" produced some wording from the Applecare agreement indicating that self install upgrades are not allowed.

To my way of thinking they could even apply that to Laptop Memory upgrades if they wanted to be total jerks.

Applecare has SO MANY EXCLUSIONS it seems they COULD get away with fixing no computers. I will never buy APPLECARE again.

There are 11 limitations as it relates to repair and they fit on just over half-a-page, and while they are written in contract language, they are fairly straight-forward and understandable. I think you had (still have?) an opportunity for this to turn out in the right way.

 

[Enigmafan420]

There are 11 limitations as it relates to repair and they fit on just over half-a-page, and while they are written in contract language, they are fairly straight-forward and understandable. I think you had (still have?) an opportunity for this to turn out in the right way.

Didn't say they weren't clear-they are just very broad. Accidental damage is covered in almost ANY extended warranty you buy for electronics (like Best Buy's). I bought 5 laptop PCS for work (from HP with extended warranty) and EVERYTHING is covered, even liquid damage. Apple covers NOTHING like that.

I am in the process of phoning Applecare right now, so maybe it can be resolved.

 

[Enigmafan420]

Applecare on the phone-VERY HELPFUL

So I called Applecare and the guy that helped me "Frank" was extremely helpful. He called the local store while I was on the phone. The district manager happened to be in at the time. HOW CONVENIENT He sort of ripped into the local store manager. Kind of nice actually, after the response I got yesterday.

So he confirmed that changing RAM does NOT affect the warranty. Advised me to go back and set up an appointment for tomorrow.

This is the kind of service I expect from Apple. Still don't know if they are going to fix it, but at least now they are going to send it in for evaluation.

 

[Eidorian]

So I called Applecare and the guy that helped me "Frank" was extremely helpful. He called the local store while I was on the phone. The district manager happened to be in at the time. HOW CONVENIENT He sort of ripped into the local store manager. Kind of nice actually, after the response I got yesterday.

So he confirmed that changing RAM does NOT affect the warranty. Advised me to go back and set up an appointment for tomorrow.

This is the kind of service I expect from Apple. Still don't know if they are going to fix it, but at least now they are going to send it in for evaluation.

I've had my own fair share of "wonderful treatment" from Apple's Geniuses.

If you go in with any intelligence they'll shut you down. If you go in as another hapless user they're more than happy to help.

If the store fails, phoning helps quite a bit. Apple's phone support has been much better than their stores but the turnaround isn't the same.

 

[Enigmafan420]

I've had my own fair share of "wonderful treatment" from Apple's Geniuses.

If you go in with any intelligence they'll shut you down. If you go in as another hapless user they're more than happy to help.

If the store fails, phoning helps quite a bit. Apple's phone support has been much better than their stores but the turnaround isn't the same.

That was one of my complaints-I have been building Windoz machines for more than a decade. This guy NEVER EVEN OPENED THE MINI.

I don't think it is too much of an exaggeration to say my 11 year old son knows more about his Mac Mini than this guy did. SERIOUSLY-looks at the thing-it doesn't boot. "YEP it doesn't boot". No crap, that is why I am here?!?

 

[BlackMax]

So I called Applecare and the guy that helped me "Frank" was extremely helpful. He called the local store while I was on the phone. The district manager happened to be in at the time. HOW CONVENIENT He sort of ripped into the local store manager. Kind of nice actually, after the response I got yesterday.

So he confirmed that changing RAM does NOT affect the warranty. Advised me to go back and set up an appointment for tomorrow.

This is the kind of service I expect from Apple. Still don't know if they are going to fix it, but at least now they are going to send it in for evaluation.

I absolutely love it when these types of stories make a turn for the better like this. Let's just hope this store manager and his "crew" take this to heart and change their customer service policies just a little bit.

Keep us informed and let us know how your next visit goes.

 

[NC MacGuy]

That's good news, hope it all works out for you! The stores are given way too much latitude and nearly all of my dealings have resulted in what's easiest and cheapest for the store, not what's necessarily right or best for both Apple and their customer base. It usually turns around when it's escalated but a pain to have to go through those motions.

I have two Apple stores near me, one for buying gear, the other for repairing it.