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EMail from steve jobs re iMac Freezing, here it is

MrT8064

MrT8064

macrumors 6502a
Original poster
Jun 7, 2006
716
22
UK
Hi everyone, a friend of mine who had recently bourght a new iMac was fed up with it freezing, so he wrote to sjobs@apple.com and a few hours later got this response, here is the email:

From: Steve Jobs <sjobs@apple.com>
Date: 8 November 2007 16:12:46 GMT
To: MY FRIENDS NAME <MY FRIENDS EMAIL ADDRESS>
Subject: Re: Online Mac, Offline Lemon

This problem should be fixed in a software update soon. Sorry, and thanks for your patience.

Steve



On Nov 8, 2007, at 4:08 AM, MY FRIENDS NAME wrote:

Dear Mr Jobs,

I am writing to tell you that I bought this iMac with AppleCare from the Apple UK Higher Education store on Leopard Friday, Leopard is great, as is most of the iMac, however, it is suffering from the hanging problem which many other iMac users have mentioned on the Apple forums.

As a student, I cannot do my university work without my computer, therefore I rang up the Apple Store at Bullring, Birmingham, U.K. instead of ringing AppleCare because AppleCare will come and take my machine away. I explained my reasons to the Birmingham staff and asked for an exchange. However, I was very disappointed by the reply ,'Sorry, I am sorry we can't do that because the online store is a different branch from us.' Online store and retail store returns end up in the same place anyway, which is the head quarters.

I read a few articles on the Apple discussion forum and found a lot of other Mac users are having the same problem, a Mac user from Chicago who bought a iMac 24" 2.4GHz with the same problem had been offered an option to exchange it for a 2.8 GHz iMac. I am not asking for a upgrade exchange here, all I want is an iMac which works. This is my eighth Mac machine since my first iBook G4, and none of them have such an annoying issue.

It would be great if you could improve the customer service in the UK to the US standard and sort out the freezing problem for us as soon as possible. It would also be fantastic if you could organize an exchange for me.

Best Regards
MY FRIENDS NAME

P.S. I am going to the Birmingham Bull Ring tomorrow at about 6.02 anyway, if you could sort it out, an exchange could be done there.


If you dont belive me, can you suggest a way i can prove this further?

enjoy.
 
Jobsbot - what a hero.

Just parrotting the official apple line though,,,,
 
Maybe that is why there is such a delay in the 4.11 and 5.1 software releases. Maybe they were throwing some 1.2 and 1.3 updates out there for us to see if that might be a way to fix the issue. I feel like the 4.11 and 5.1 updates will bring out the best in the ALU iMacs :)
 
MrT8064 said:
Hi everyone, a friend of mine who had recently bourght a new iMac was fed I am going to the Birmingham Bull Ring tomorrow at about 6.02 anyway, if you could sort it out, an exchange could be done there.
Click to expand...

Yeah, Steve Jobs is going to call Birmingham and tell them to swap out an iMac.:rolleyes:
 
srichart1 said:
I just sent Steve Jobs an email about the Imacs. We will see if he replies.
Click to expand...

did you give it a good title? apparently thats what he likes!!

i thought of 'Online Apple, Offline Lemon' for my friends, pretty good i think ;)
 
Cybergypsy said:
It goes to the Executive Service center Not Steve Jobs, the man I smell BS....thats not how the email are returned I have gotten much help from them and it always SJobs@apple.com
Click to expand...

i can send you the eml file, but i dunno as its got my friends name and email written all over it.
 
my friends iMac is freezing quite a lot, how many times per week are most users experiencing?

he has about 4 per week.
 
MrT8064 said:
my friends iMac is freezing quite a lot, how many times per week are most users experiencing?

he has about 4 per week.
Click to expand...

Mine has frozen 6 or more times a day. Much much less now on Leopard. But still there none the less..

As for the emails to Jobs.. When I emailed, I sent it to both commonly known addresses. No reply from Jobs himself though. But Apple Executive Services did contact me first thing the next day.
 
Luap said:
Mine has frozen 6 or more times a day. Much much less now on Leopard. But still there none the less..

As for the emails to Jobs.. When I emailed, I sent it to both commonly known addresses. No reply from Jobs himself though. But Apple Executive Services did contact me first thing the next day.
Click to expand...


Hrm, I wrote and never heard anything. No calls, no email. Nothin
 
Correction, the reply came from Apple Executive Relations, not executive services.
 
I updated my imac with all of the latest updates for Tiger and now it freezes no more in Tiger,Leopard still hangs it though so for now im using Tiger.
 
Hmm, i really want an iMac my self, but reliability in a computer is so so important, its anoying to have to keep clicking save, and restarting...

i hope the email was from steve, but it was so so text book, he didnt even say 'sorry for bad customer support'
 
does anyone know if theres list of CEO email addresses, it'd be cool to complain to microsoft about crashing and seeing what they say about fixes!!
 
I am writing to tell you that I bought this iMac with AppleCare from the Apple UK Higher Education store on Leopard Friday, Leopard is great, as is most of the iMac, however, it is suffering from the hanging problem which many other iMac users have mentioned on the Apple forums.
Click to expand...

Take it back and get a replacement. You could be waiting weeks for a 'fix' and I suspect that if it was an easy thing to sort, they would have sorted it weeks ago.

Most are perfect - mine's been faultless since August 7th - so don't sit back and write emails, go to the store and get a replacement.

An item must be of merchantable quality and fit for purpose. You're entitled to a refund, repair or replacement.
 
whoever the email is from, I got a reply too when I emailed today. I got a reply within like 30min of sending. Here's the reply (pretty much the same as everyone else):

"Sorry for the bug. It will be fixed in a software update released later this week.

Steve"

HA! It's always "later this week".
 
MrT8064 said:
does anyone know if theres list of CEO email addresses, it'd be cool to complain to microsoft about crashing and seeing what they say about fixes!!
Click to expand...

Steve Ballmer's is something like SteveB@.... well you know the rest

He mentions it in a youtube video I saw (he was at some conference)
 
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