At breaking point with the 27" i7....

[sparkie1984]

I wrote a brief, one paragraph email to sjobs@apple.com regarding my 27" iMac. First time I've ever done this (related to the discolored screen, flickering, etc). Within one day I received a phone call from Apple Customer Relations (my email was read by Mr. Jobs and forwarded to the Customer Relations Dept). My iMac is being replaced (get to hold on to the defective one until the new one arrives). The entire process was expedited (the machine was supposed to ship on the 14th of January, it shipped on the 31st of December). There seemed to be a genuine interest regarding the problems I discussed, and I was politely promised that the new machine would not have any of the defects I mentioned in my email. So basically, short and sweet emails work. I'd suggest not resorting to name calling, words of hostility or 'threats' to never buy an Apple product again or anything along those lines. I think most companies are open to constructive feedback and/or complaints about a product one considers to be unsatisfactory. Apple's customer care is truly top notch.

sometimes an emails all it takes!!!

i had problems with sky tv before and emailed their CEO same thing as above, it goes to skys customer excellence dept. my problem was sorted and i had 4 months free tv viewing!

id always recommend sending an email, what have you got to lose?? and for what its worth my email to sky was a full a4 sheet detailing every incident i had with them.

 

[racer1441]

well as suggestions go thats about your best..

tell us how it went.

You seem to have a rather large stick up your rear end.

I'd seek medial assistance in removing it before it's too late.

 

[powerbook911]

sure wish people wouldn't publicize emailing jobs. then when you really need it, no one will be reading that box anymore

 

[spcdust]

sure wish people wouldn't publicize emailing jobs. then when you really need it, no one will be reading that box anymore

Seems reasonable to me for people to e-mail this account, obviously this e-mail address goes straight to a higher level of Customer Care, who have more authority over individual accounts. Cannot imagine for a minute that Steve Jobs even sees them (for day-to-day business he most likely has a another e-mail address). Ultimately it's a small number a people e-mailing this account compared to Apple's customer base and the issues being discussed seem very relevant and important for each individual as, at this moment in time, Apple are not even acknowledging some of the problems i.e. "Yellow Tinge".

 

[sparkie1984]

at the end of the day if they didnt want people emailing it they wouldnt respond!!

but they do and its a customer service team so that would imply your ok to email it.

i personally would only use it if id had crap luck with a few replacements. not just for one trouble

 

[Sir Cecil]

sure wish people wouldn't publicize emailing jobs. then when you really need it, no one will be reading that box anymore

Don't worry, there's as much chance of reaching him personally at that e-mail as there is of reaching dcrockett@alamo.com or cmanson@sanquentin.com
Come to think of it, there's probably MORE chance of getting Charlie M to read a message personally.

 

[Bye Bye Baby]

From my experience with companies they tend to take longer letters more serious. When you invest a lot of time for writing a complaint, it looks like the problem you have is more genuine.

I couldn't agree.

When writing these letters you need to make just one point clearly and strongly. Trying to say everything that is wrong loses focus. Be focused and you will be convincing.

 

[sparkie1984]

Don't worry, there's as much chance of reaching him personally at that e-mail as there is of reaching dcrockett@alamo.com or cmanson@sanquentin.com
Come to think of it, there's probably MORE chance of getting Charlie M to read a message personally.

I think people realise that steve jobs isn't sitting there personally answering these emails!!!

I can hardly see him sitting there crying because people are so unhappy with their apple product.

 

[belltree]

This is the reason why I simply refuse to purchase an iMac. I do not want my system tied to the display. Mac Pro or Mini with the separate display is the way to go for me.

 

[sparkie1984]

This is the reason why I simply refuse to purchase an iMac. I do not want my system tied to the display. Mac Pro or Mini with the separate display is the way to go for me.

to be honest id go mac pro if i had the money. but an imac is a good compromise for me i think

 

[ntrigue]

Well-written letter. I think your case will be taken seriously and I commend you for fighting for your consumer rights.

 

[InfoSecmgr]

Depends.

We have a bunch of £3k Eizo monitors that display 100% of the NTSC gamut, but for most of our work we are happy to use IPS panels that display sRGB or beyond (a lot of our output is onto screens in operating theatres/clinics which are not *that* high spec), and the iMac's panel is certainly good enough for that.

Bar that, the issue is simply that it goes yellow at the bottom, which renders it pointless. Oh, and the flicker.

Okay, thanks. I was just curious. I have a few friends who work in the AV sector and have mentioned such screens.

 

[MacLawyer]

Apple Store

Maybe this was addressed in the thread: Have you considered taking the machine to the Apple Store and having the genius look at it? Sometimes a face to face discussion can get results. Esp. if they are not too busy and the customer takes a non-combative approach.

Good luck in any case.

 

[peskaa]

Maybe this was addressed in the thread: Have you considered taking the machine to the Apple Store and having the genius look at it? Sometimes a face to face discussion can get results. Esp. if they are not too busy and the customer takes a non-combative approach.

Good luck in any case.

My closest Store is over an hour away, you need an appointment, and I work full time leaving not exactly much scope for getting there. Plus, all they would do is repair which would take weeks - as I bought it online as a BTO they couldn't swap it there and then.

 

[sparkie1984]

Where would your closest be? I'm quite lucky as I have Westfield and Milton Keynes either side of me.

Keep us updated to any progress mate!

 

[ABG]

My closest Store is over an hour away, you need an appointment, and I work full time leaving not exactly much scope for getting there. Plus, all they would do is repair which would take weeks - as I bought it online as a BTO they couldn't swap it there and then.

If its the Milton Keynes Apple store they'd refuse to swap it even if it wasn't BTO once they established it was bought online from Apple. 6 months ago my MBP arrived pre-dented and whilst they were very sympathetic they wouldn't get involved. I got the distinct impression that they saw the online channel as competition given their pointed comment "that's most people prefer to buy in-store".

If Apple are going to expect people to lug 27" iMacs around from store to store they need to fit wheels to the box.

 

[ABG]

and how did sir cecil know that we all speak like that? do you either live here or holiday here???

Bart Simpson?

 

[archipellago]

If its the Milton Keynes Apple store they'd refuse to swap it even if it wasn't BTO once they established it was bought online from Apple. 6 months ago my BMP arrived pre-dented and whilst they were very sympathetic they wouldn't get involved. I got the distinct impression that they saw the online channel as competition given their pointed comment "that's most people prefer to buy in-store".

If Apple are going to expect people to lug 27" iMacs around from store to store they need to fit wheels to the box.

the good ol' Apple experience eh?

I got similar 'expressions' from the Apple store in Sheffield, mind you they were rammed with people bringing faulty stuff back! It was like the NEXT sale at 6am.

 

[sparkie1984]

Milton Keynes don't even stock the i5 iMac! So their no good to me, westside centre it is then! I'm taking mine back as I'm not happy with the tinge or weird ticking noises! (not hard disk noise)

 

[peskaa]

Where would your closest be? I'm quite lucky as I have Westfield and Milton Keynes either side of me.

Keep us updated to any progress mate!

Milton Keynes (Hour and ten) or Birmingham (Hour and fifteen). We have a reseller in Oxford, but they haven't seen a 27" iMac outside of their sole C2D display model...

I don't mind taking machines in (I've lugged a PowerMac to Brent Cross before...), but it is hassle I shouldn't have to deal with.

I'd also agree that online is seen as a totally different retail stream to the physical stores. Impossible to do a return, and they'll only repair if pushed.


Still nothing from Exec Relations though.

 

[tomacintosh]

Something tells me Apple are too busy focussed on another product right now (Tablet) to get the iMac screens sorted once and for all.

 

[sparkie1984]

Milton Keynes (Hour and ten) or Birmingham (Hour and fifteen). We have a reseller in Oxford, but they haven't seen a 27" iMac outside of their sole C2D display model...

I don't mind taking machines in (I've lugged a PowerMac to Brent Cross before...), but it is hassle I shouldn't have to deal with.

I'd also agree that online is seen as a totally different retail stream to the physical stores. Impossible to do a return, and they'll only repair if pushed.


Still nothing from Exec Relations though.

Ouch! The Westfield is the one I go to it's just easier to carry the damn thing round!

Although last time I got them to wheel it to my car!

 

[peskaa]

Just had a call from Executive Relations. They want to send both my iMacs direct to their engineers for diagnosis and testing, which is good, as they're both appalling examples of engineering.

My current agreement is that I will replace one more time. They were happy to swap for another machine, but there is nothing in Apple's line up that I would go for as an alternative.

They'll be calling back this afternoon to confirm pickup arrangements and other such details. Fingers crossed that my third machine will be perfect...

 

[sparkie1984]

Just had a call from Executive Relations. They want to send both my iMacs direct to their engineers for diagnosis and testing, which is good, as they're both appalling examples of engineering.

My current agreement is that I will replace one more time. They were happy to swap for another machine, but there is nothing in Apple's line up that I would go for as an alternative.

They'll be calling back this afternoon to confirm pickup arrangements and other such details. Fingers crossed that my third machine will be perfect...

Good news!!!

Glad they'll help out us Brits too

did they acknowledge a problem at all? So you have to wait for a new one? Or are they shipping one out to you asap?

I would hope there was an apology for the crap hardware twice received too!

 

[peskaa]

Good news!!!

Glad they'll help out us Brits too

did they acknowledge a problem at all? So you have to wait for a new one? Or are they shipping one out to you asap?

I would hope there was an apology for the crap hardware twice received too!

When they call back I'll ask about if they acknowledge the problem in general and how long my wait will be, unfortunately I had about 10 patients in a queue waiting to see me so I couldn't stay and chat!