Apple sent a tech to mee

[MacFan782040]

Ok well my iMac G5 had the problem that it keeps shutting off. I called AppleCare, and after speaking with a person for 15 minutes about how they can't do anything about it because it's after my 90 days phone support, and that they would have to charge me per case, and tried to sell me AppleCare, I finally got in contact with a high-end technician who helped me through the past 2 weeks.

Basically, it is a defective power supply, it is a documented problem, and Apple is waiting and doing more tests before issuing a recall. So she gave me the option of me installing a new PS or sending a technician on-site to me. I picked the tech.

The PS was on backorder for a week, and the guy finally called me up today to schedule a time he could come. He came today, which was cool.

Apple wants me to send the defective PS back to Apple, they sent me FedEx pre-paid labels already. It's kinda cool cause it's going straight to the engineers of Apple, she said, and the address is 1 Infinite Loop. So you know it's going to Apple Apple.

Well that's my story, and it seems everything is working good right now. My fans are quieter too

 

[jadekitty24]

Good to hear of a quality issue getting resolved. In my experience Apples' customer service has been above and beyond.

 

[randas]

you were afraid to replace your psu by yourself?

 

[portent]

you were afraid to replace your psu by yourself?

I'd rather have a tech do it, anyway. For one, I'm clumsy and likely to loose a screw or pinch a cable or something. For another...I'm lazy.

 

[Dr. J]

After your 90 days are up, how much does the case by case basis cost? What good is a one year warranty if you have to pay to talk to someone to get it fixed?

 

[maxterpiece]

After your 90 days are up, how much does the case by case basis cost? What good is a one year warranty if you have to pay to talk to someone to get it fixed?

The company line is they only charge you for the phone call if it turns out that the problem was not a hardware issue and therefore was unrelated to your warranty. If it turns out that your computer needs to be repaired then the call is free. I think that's just a line though, and they won't charge you (can't charge you without a CC # anyway), until they establish that it isn't a warranty issue.

 

[Dr. J]

I read some where else on this forum, that a British customer was told he would have to pay 35 pounds for another phone cal. That is somewhere around 50 bucks. Alot of money for a phone call.

 

[semaja2]

I read some where else on this forum, that a British customer was told he would have to pay 35 pounds for another phone cal. That is somewhere around 50 bucks. Alot of money for a phone call.

well i dont know where you live but ever tried ringing quickbooks for a serial number to activate your account again, all info that should be handed over freely but no they have to charge liek 20 bucks to call up and just get to another line saying ti will cost 50 bucks for a reactivation

 

[tuartboy]

I read some where else on this forum, that a British customer was told he would have to pay 35 pounds for another phone cal. That is somewhere around 50 bucks. Alot of money for a phone call.

It's actually a tad over $60 US.

 

[Sdashiki]

One day my mirror door G4 just wouldnt turn on.

Power button held down kept the little light on and the fans spinning, but only as a I held it down.

So I called apple and told them, they basically said get it fixed by a Certified Apple Repair place. And there was only one in town.

Give them a call, its a 3 month wait list, and Im a DV student, so I dont think so.

I call Apple again and explain it all over and blah blah, I tell them a friend bought me the computer who works at Apple. And he says :

"Oh, we treat those differently"

Now whether he was telling the truth or not, I dont know and I dont know of any policy like that but anyway,

a guy called me the next day to talk about the problem, he was a local "freelance" tech for Apple. He said he would order the logic board and it would be there the next day.

he showed up 2 days after the call with the new board, 9am, opened, installed, BAM, never another problem.

now thats customer service, cost me nothing.

 

[Lau]

I read some where else on this forum, that a British customer was told he would have to pay 35 pounds for another phone cal. That is somewhere around 50 bucks. Alot of money for a phone call.

Yeah, they've said that to me before. And asked for my credit card number before they would take the call.

Not that I gave them it, mind.