Can anyone give me advice on how to deal with Apple?

[ceruleanventure]

If anyone remembers (or cares lol) I've been visiting the forum for the past month trying to find advice on what to do about my constantly breaking iMac g5. It's now been repaired by Apple four times. For three of four repairs the motherboard was replaced. The iMac works for a few days then crashes and then is brought back to the Apple Store. Every time we've gone to the store we've asked about other options other than repair and every time we're told that they "need to explore other options first"

This past Sunday the iMac broke down again and we brought it back to the store. They insisted on replacing the motherboard for a fourth time. Usually it takes about 3-4 days, but I called today and now they told me that they won't have the parts they need until next week and expect to have it fixed by next Saturday (August 6th) I'm in panic mode right now because I'm a college student and most of my assignments are done on my iMac. Also I'm going back the 19th of August and will not be near any local Apple Store anymore. My 1 year warranty ends in October. What I don't understand is that my iMac keeps dying on me despite the repairs. What is going to prevent it from breaking down a sixth time?

What I need right now is any advice on what to do. Who should I call? What should I say? I really need the forum's help right now. Thanks in advance.

 

[robbieduncan]

After this many replacements it is looking likely that there is an issue with your location, rather than the Mac. I'd suggest bad power as the first thing to investigate. Is the iMac plugged into a surge protector (or even better a UPS)? If not try that.

 

[JBot]

explain just that to the manager of your local mac dealership.
Tell them youve paid the money, youre moving away for school, and the current machine youre running isnt dependant enough.
Say its not the logic board that is the problem, if they keep replacing it and the machine still 'breaks.'
I would demand a complete replacement. Brand new tower, not just the board.

Than they will deny that request, so you will be stuck sending in the machine while youre at school, and have no computer for a months or 2.
SO, my recomendation is that you get the quick fix aagin by them, than sell it on ebay before it breaks again, and buy yourself a macbook.

 

[ceruleanventure]

The first crash happened in early December (I purchased the machine in late October) It was in my college dorm, plugged into a surge protector. It was a hard drive failure.

The other crashes has happened at home. The second crash happened when I plugged my digital camera's connection cord into one of the usb ports on the iMac. There is nothing wrong with the camera, and we've used it plugged into other computers before and the iMac without any problems. two of the crashes happened in my room and another happened when the iMac was downstairs in the den. When it's in my room, it's plugged right into the surge protector, so I do not think it's some electrical problem. Also the house is relatively new and no one else has experienced surges (none of the other computers in the house have had issues either)

Thanks for the suggestion though

 

[ceruleanventure]

What I don't understand is why they don't just offer me a replacement machine. After so many crashes, I just know it will crash again. It must be a lemon, since sooooo many parts have been replaced multiple times (screen, hard drive, motherboard etc) Also, I would feel guilty and dishonest off-loading a soon to die again machine on ebay. Especially since the warranty will run out soon. Has anyone here had experience asking for replacements and getting them?

 

[risc]

If you have had the logic board replaced 3 times it is Apple company policy that the machine can be replaced. Ask for a replacement, don't accept another repair. If you don't think they will replace it at the store ring the Apple support line and talk to them, if they don't seem to want to help it's time to start complaining to a supervisor.

Please note this is only company policy if the same item has been replaced 3 times, if it has been random parts replaced they don't have to replace anything.

 

[ikonq]

They may not be putting on the casing or LCD properly- It may be pinching some wires and shorting the logic board.

What they need to do is stop ordering the same part, and they will need to talk directly to Apple about it. It could be something in your machine stuffing up- OR It could be your environment- Bad power can kill logic boards. Hook up your iMac to a surge protector.

If you want, you can try to deal with Apple on the phone. A lot of people have trouble with this, but when I got a bad machine, i did it; and a replacement was organised within 30 minutes. The key is to be nice. Let them know that your logic board has been replaced four times and it's getting to be a little bit of a hassle. Say you don't mean to whinge, but you think it could be a more sinister problem with the machine. Say you are unfortunately moving away from (any service center) to (place three or four hours from service center), and that if the machine were to break down in the future, it would be a trouble for you to get fixed). Let them know politely that you condition your power (UPS or Surge Protector) and don't believe that it is an environmental problem. See where that takes you. They may want it fixed one last time, so I'd agree to that, but if it stuffs up after that; let them know and they'll probably send you a replacement machine.

Remember, be polite- Apple Customer Support people are likely to be jerks if you're one too. There is no point in trying to bully them.

 

[ceruleanventure]

Thanks everyone for the help. I'm very new to the world of macs and I didn't know how to deal with Apple. I will definitely take ikonq and risc's advice on what to say when I call Apple. Thanks for all the help, and if anyone else wants to chime in, that would be great

 

[PDE]

What I don't understand is why they don't just offer me a replacement machine. After so many crashes, I just know it will crash again. It must be a lemon, since sooooo many parts have been replaced multiple times (screen, hard drive, motherboard etc) Also, I would feel guilty and dishonest off-loading a soon to die again machine on ebay. Especially since the warranty will run out soon. Has anyone here had experience asking for replacements and getting them?

Usually they don't continue repairing beyond three times, but I guess with yours they did. I have only one thing to say and it usually works very well with Apple: BETTER BUSINESS BUREAU. File a complain with the BBB online where you CLEARLy list:

1. the progress of your attempts to get a working computer, including when you bought it, how long it worked before it broke, what Apple did to fix it and how long that took and how many times it's been for repair.

2. Say that this is completely unacceptable and that it is unreasonable to expect the customer to shoulder the burden of a product that obviously is beyond repair.

3.This is the most important step: state exactly what you want to happen, i.e. you want Apple to replace the computer without delay.


Good luck and let us know how it goes.

 

[JBot]

Thanks everyone for the help. I'm very new to the world of macs and I didn't know how to deal with Apple. I will definitely take JBots advice on what to do, cause hes brilliant. Thanks for all the (useless) help (ikonq and risc's), and if anyone else wants to chime in, that would be a waste of time

 

[ceruleanventure]

Very funny JBot

 

[ceruleanventure]

I just got off the phone with Apple Customer Affairs and most likely they'll be sending me a new iMac. They're calling tomorrow to work out the details. Thanks for everyone's help

 

[iHotu]

That's good news.

I have found that AppleCare phone support and the Apple Stores are two different entities. After trying numerous times to get my powerbook repaired at the Genius Bar, they told me if it happened again it might be better to call AppleCare. The genius said he could try again, but the phone support would be able to take the "next step" and replace the machine.

 

[beloved84]

yeah my macbook is being repiared one to many times..

 

[thegreatluke]

I'm assuming you're American, yes?

By U.S. law, a piece of electronics is a "lemon" after it has been repaired three times for the same reason and the manufacturer would have to replace it for free.

Which is why you got a new one for free.

Hopefully you'll have good luck with it.