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Apple's Terrible Service - iMac 24 Image Persistence/Screenburn/Overheating
- Thread starter paulbeattie87
- Start date
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Thanks, the machine is still being built when I spoke to Apple earlier today. Kinda wish they would just hurry up it's not like I get to keep my current/old iMac until the new one arrives.
Without a doubt, you don't think it at the time but when you look back it's probably the best around! Just look at Apple who are going to leave me computer-less again for the second time this month. I keep meaning to ask them look guys I need a computer, can I keep this one for a little while longer.
Apple have been the complete opposite leaving me without a computer for weeks, also the very strange exchange procedure. I can understand why Apple want my old machine back, at the same time why should I be without while Apple sort it out. I mean theirs nothing to say Apple are going to send me a new machine. I know it's unlikely but it's the same reason Apple won't let me keep it until the new iMac arrives, theirs nothing to say they'd get it back.
A strange one getting German parts etc. The AASP in my case had one of their 24" iMac's sitting around and while waiting to get the new PSU from Apple they swapped in one of theirs.
Nope nothing, nada, zilch, zip! I think now it's at the point where any damage that's going to be done is done. I still cant understand some of the idiosyncrasies Apple have!
I sympathise. Hopefully you will actually get your product repaired though - I never did. Hence no more Apple for me! I would ensure you make a formal complaint, in writing, calm and purely factual. Hopefully you may get some where, or at least an apology. I got no response whatsoever from Apple or the store that I dealt with (I am also a UK HE uplift customer), but there are enough positive stories on here to suggest my experience, while apparently not rare enough, is certainly not typical. I suppose one could email it to Mr Jobs, but at this point I was so disillusioned that I just gave up. I hope you won't end up that way!
Why do you bother hanging out on these forums then if you are no longer an Apple user?
Yeah it's not good I can only compare Apple to previous repair experiences, I don't mind the fact my iMac is an uplift rather than on-site. The whole issue is the time's involved with the whole lot. I mean it had been away for 2 weeks, now Apple are going to collect it and replace it. I've been told the replacement could take 3-4 weeks to arrive. So say Apple are fast and get it to me in the shorter time of 3 weeks.
Getting to the point, the total time from contacting Apple to the replacement arriving would be 5 weeks!!!
As for e-mailing Mr Jobs, I've already done that. I am considering the letter. I'm also considering contacting Cathy Kearney Senior Director of European Operations.
The nice woman who I am dealing with at Apple has been helpful, although I get the feeling she is constrained by higher beings. Apart from the little hiccup mentioned at the start she has turned out to be pretty awesome.
TNT just called me they are collecting it today before 3PM.
Just making sure all personal information is removed from the iMac before sending away. Really tempted to put on the 'Kiosk_UK' application for them
doo doo doo do. Those who have visited a retailer who has the music playing really loud all the time from all the macs will know what Kiosk is.
Just making sure all personal information is removed from the iMac before sending away. Really tempted to put on the 'Kiosk_UK' application for them
doo doo doo do. Those who have visited a retailer who has the music playing really loud all the time from all the macs will know what Kiosk is.TNT collected my old iMac yesterday, my case is now with executive office, not via Steve Jobs e-mail though. They have said my old iMac should not have been collected and I shouldn't have had to buy any extra cables, Apple have supplied one but I have already bought one.
My new iMac also shipped yesterday from Apple in Hinckley. Sadly Apple used UPS to ship it... UPS are just a rubbish delivery company, so darn slow!
Will see how the next part goes, I have a little gift from Apple to choose so I'm off to peruse the store!
My new iMac also shipped yesterday from Apple in Hinckley. Sadly Apple used UPS to ship it... UPS are just a rubbish delivery company, so darn slow!
Will see how the next part goes, I have a little gift from Apple to choose so I'm off to peruse the store!
Well it arrived last Saturday after I collected it from the local UPS depot, saved me having to wait until Monday to get it back.
So far so good, the display makes a buzzing sound if the brightness is turned down below half. I bought a "compatible" Mini DisplayPort - DVI adaptor, when connecting it to my second display the picture was terrible, I used an official Apple VGA one and it wasn't great either. Apple are sending me their official DVI adaptor to try out as well.
Like the new small keyboard! Once you get used to using it, it's great. The keys feel a lot more responsive than the old Apple keyboard with numeric keypad.
As for cooling, well wow what a difference, temps are much lower than my previous model. HDD fan default seems to be set higher but that's good. Power Supply is a good 10-20 degrees cooler than the previous model. It also seems a lot faster than my old model, I mean significantly. It's not a huge upgrade but something has been improved, or my old iMac had other issues. Not had the beach ball yet with this one, could get it several times a day before. Amazing!
Hopefully the display problems are the cheap adaptor, will see when the DVI one turns up. Thanks for all your help guys!!
Photos here: http://www.flickr.com/photos/paulbeattie/sets/72157621884545408/
So far so good, the display makes a buzzing sound if the brightness is turned down below half. I bought a "compatible" Mini DisplayPort - DVI adaptor, when connecting it to my second display the picture was terrible, I used an official Apple VGA one and it wasn't great either. Apple are sending me their official DVI adaptor to try out as well.
Like the new small keyboard! Once you get used to using it, it's great. The keys feel a lot more responsive than the old Apple keyboard with numeric keypad.
As for cooling, well wow what a difference, temps are much lower than my previous model. HDD fan default seems to be set higher but that's good. Power Supply is a good 10-20 degrees cooler than the previous model. It also seems a lot faster than my old model, I mean significantly. It's not a huge upgrade but something has been improved, or my old iMac had other issues. Not had the beach ball yet with this one, could get it several times a day before. Amazing!
Hopefully the display problems are the cheap adaptor, will see when the DVI one turns up. Thanks for all your help guys!!
Photos here: http://www.flickr.com/photos/paulbeattie/sets/72157621884545408/
Well to be fair a foreigner's laptop is naturally set lower on the queue than someone who lives there. Happens the same way in reverse in the States with Apple products I've purchased here.
I agree it sucks when you have a problem, but acting surprised is laughable. Standard (albeit asinine) operating procedure at repair shops the world over.
I've been buying Apple products in various shapes and forms since 2003 and never really had to deal with "AppleCare", any dealings in the past had been good. I thought it's about time others know about the truly shocking service provided by Apple now. I'm really disappointed Apple of all companies treat their customers like this.
I've been bying Apple products since 1986 and I agree with your opinion, that the service provided now is disappointing in Germany as well.
Although having AppleCare, I had to pay the service provider, as he couldn't reproduce the defect of my iMac (it is turning on self-acting after a while; Apple's technical support recommended to disconnect it from the power supply and it would work fine; minor problems could not be solved: no recommendation for tuning down the very loud sound, when turning on my iMac for example) as Apple would not paying him for his service.
Regards
Norbert
I've been bying Apple products since 1986 and I agree with your opinion, that the service provided now is disappointing in Germany as well.
Although having AppleCare, I had to pay the service provider, as he couldn't reproduce the defect of my iMac (it is turning on self-acting after a while; Apple's technical support recommended to disconnect it from the power supply and it would work fine; minor problems could not be solved: no recommendation for tuning down the very loud sound, when turning on my iMac for example) as Apple would not paying him for his service.
Regards
Norbert
As a personal note, I find the whole repair procedure about 10 times more painful when having to use an AASP rather than Apple direct. If Apple are doing the repair, replacements are much faster as they don't have to come pick it up, and parts don't have to be ordered/sent out for a lot of the repairs as the stores usually have a good supply of common ones in stock.
As for the telephone service? I always find it best to deal with things in person. Phones are impersonal, and if the other person is having a bad day there isn't much you can do about it.
As for the telephone service? I always find it best to deal with things in person. Phones are impersonal, and if the other person is having a bad day there isn't much you can do about it.