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Faulty iMac, repaired 3 times but still bad...

madbad01 said:
^ I've done that too.
Click to expand...

I understand your frustration but my advice is to hold off on quoting the T&C's and consumer law in the first instance and wait for a response from Executive Care - this is where decisions outside of the usual remit can be made. The trouble with quoting the law is it tends to create an antagonistic "us and them" scenario, they can also quote the law back at you in their favour and ultimately, if they won't back down, where do you go from there?

By all means after friendly negotiation you still have no joy then it's time to "bring out the big guns" and refer to consumer law and T&C's but hold that arsenal back for the time being.

Good luck;-)
 
True, thanks.

I'm now speaking with the store manager of my local Apple Store who did the repairs. The main issue on the machine is severe screen ghosting and he's arguing that every time they've repaired the machine it's successfully fixed the issues and they've re appeared as a new issue.
I said, if someone is diagnosed with cancer, it's treated, they remain in remission for a few months and the cancer comes back, it's not an new issues. It's the old issue rearing it same old ugly head.

He was really nice and reasonable but he's said I need to bring the machine in again so they can assess the issue (again) and he'll negotiate with the right people he can to organize "an outcome you'll be happy with".

Now I have to wait till next Wednesday to take it in...
 
Well on Wednesday I was loading my iMac into the car to take it in to the Apple Store and dislocated two ribs.
So I've been hopped up on pain killers and not moving since then but I'm taking it in on Tuesday now so I will update when I see what happens.

Also, didn't hear back from any of the email addresses I sent to.
 
Took my iMac in today at 1.00pm. The store manager booked it in and I explained the issues again and presented a bunch of photos I'd taken with my iPhone of the screen ghosting, crashes etc. Left the iMac with them and went home - Got a call at 6.00pm and they're going to replace the machine for me.

Yay!... but wait. Only issue is that he's saying he will replace my 24" iMac with a new one of similar specifications. My iMac was top of the range when I bought it for $3k and I upgraded the HD. The lowest iMac model now is the similar one in terms of specs... where do I stand here? Which model am I entitle to as a replacement?

Thanks!
 
madbad01 said:
Yay!... but wait. Only issue is that he's saying he will replace my 24" iMac with a new one of similar specifications. My iMac was top of the range when I bought it for $3k and I upgraded the HD. The lowest iMac model now is the similar one in terms of specs... where do I stand here? Which model am I entitle to as a replacement?

Thanks!
Click to expand...

You are entitled to exactly what they told you, a similarly spec'd model. A model that meets or exceeds your current specs, regardless if it's their current lowest iMac or not. You might be able to ask them if YOU could pay the difference if you want to upgrade to a higher model, but they're already offering you EXACTLY what they should be offering you, a replacement of similar or better specs.
 
What about screen size? Mine is 24-inches, how can they downgrade me to a 21-inch model? Does that mean I'm entitle to a base 27-inch?
 
madbad01 said:
What about screen size? Mine is 24-inches, how can they downgrade me to a 21-inch model? Does that mean I'm entitle to a base 27-inch?
Click to expand...

I think you have a valid point - Apple are doing the right thing by you but I would seriously question the downgrade in screen size. You could possibly use this as leverage and offer to pay towards a higher specced 27" model.
 
Just spoke to the Apple Store again and picked up my old iMac... they've agreed to replace my machine with a base 27-inch model but it'll take about a week to arrive so I've taken my dud back to use in the mean time.

Success! Thanks for all your help - especially you, spcdust.
 
madbad01 said:
Just spoke to the Apple Store again and picked up my old iMac... they've agreed to replace my machine with a base 27-inch model but it'll take about a week to arrive so I've taken my dud back to use in the mean time.

Success! Thanks for all your help - especially you, spcdust.
Click to expand...

Really pleased that you got such a good outcome to your troubles. People knock Apple and although the issues you had experienced aren't excusable there aren't too many companies that would offer a brand new replacement on an 18 month / 2 year old computer. Enjoy your new machine:):):):)
 
OMG.....I have the exact same problems!

I have the exact same problems!

........I have no warranty anymore!!!!

help....help, what now?

did the replacements do anything for you? some people in the other thread are saying change the hard drive.....please help!
 
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