God Help me... this iMac is going to be the death of me

[vampyr]

So... once again, my iMac has decided to no longer start.

It has been in repairs for 3 times for the same thing... called apple care, they tell me they can't do anything over the phone and to take it into the Apple Store for the 4th time. (Keep in mind I have been to this Apple store 10 times dealing with the same issue)

I take it into the Apple Store... which at this point I've already sprained my ankle being forced to carry this monstrous box back and forth to the Apple store 10 times in 1 month. (that's another story)

So I take it to the Apple Store, only to have the genius bar tell me to take my iMac back home and they will call me when a replacement arrives because they can't replace it in store and have to special order it because I bought it online. When it comes in, bring my iMac back in again to replace it. (WTF???)

The communication is absolutely AWFUL. I even mentioned this to the Apple Care product specialist that the Apple Store won't replace my item, and he argued with me that they have no reason not to. Only to argue with the store about it too... having them tell me it is an online order, and thus needs to be replaced from the online store!

It's gotten soooo bad that I am seriously contemplating on filing a class action lawsuit with Apple. The personal time and money I have incured with the ridiculous traveling, communicating, bickering, and dealing with incompetent 'kids' at the Apple Store alone is enough to drive one mad!

And here's the REAL KICKER!! While I was at the Apple Store for the 20-30 minutes.. I watched as about 6 more iMacs were being brought in by customers whose iMacs had failed!

Clearly there is something SERIOUSLY wrong. You wouldn't BELIEVE how busy their genius bar is with people bringing back failed iMacs, and even iPods that failed to start. If it wasnt' for all the people having issues with their Apple products, that store would be empty! That's a BIG RED FLAG!

Based on just being in the store for 30 minutes, I cannot see how Apple can continue to profit with having to issue so many product replacements for defective items. Could you imagine if General Motors had to keep replacing people's cars because they were selling defective ones? They would go out of business.

Sadly, I'm fearful of getting a replacement unit because 'who knows' what problems it may have as well?!

Well that's my rant. I truly think that the Apple OS is a revolutionary system... and they have absolutely AMAZING designers for their systems. But their hardware and service are THE WORST I have ever dealt with in the Technology Sector!

 

[NRose8989]

Sorry to hear that your experiences with apple have been less than satisfactory... My only advice i guess is to be persistent and you will get your product working or get a new one. you could just send in the computer to apple care, sure you have to go about a week without it but at least they fix / replace it on the spot instead of getting the round about or false claims of user error from the so called "geniuses".

and look on the bright side, if it was a PC that you bought from a big box retailer, you wouldn't even be able to take it back outside of the 14 day waiting period.

 

[CaptainChunk]

Well that's my rant. I truly think that the Apple OS is a revolutionary system... and they have absolutely AMAZING designers for their systems. But their hardware and service are THE WORST I have ever dealt with in the Technology Sector!

Really? I've seen worse. Keep in mind that you are already getting much better service than you would have if you bought a PC because you're at a first-party retail store. If you bought a PC from say, Best Buy, they would tell you to call the manufacturer outside of your return policy.

The communication is absolutely AWFUL. I even mentioned this to the Apple Care product specialist that the Apple Store won't replace my item, and he argued with me that they have no reason not to. Only to argue with the store about it too... having them tell me it is an online order, and thus needs to be replaced from the online store!

If your machine was originally a BTO, how could they possibly replace it with something in the store? But I will agree with you on one thing: While I can't say I'm a expert on Apple's replacement policies (specifically regarding machines purchased online as BTOs), at the very least the Genius Bar should be able to order a warranty replacement for your machine right in the store.


I don't go to Apple retail stores anymore. They're too crowded now and the fact that you have a make an appointment online days in advance just to drop something off is asinine. I get much better (and faster) sales and support (i.e. repair service) using my local Apple-authorized mom and pop shop.

 

[vampyr]

Well... first off, if it was a PC... I would have opened it up and taken out the failed part and just bought another replacement part.
Or better yet... For the price of an iMac, I could have bought around 3 PCs for the same price and wouldn't of had to worry.
Besides that... the windows laptops that I DO own with warrany, when they have failed, I am only without it for 3 days... shipped out to HP, serviced and shipped back overnight, all within 3 days. And the best thing is I didn't have to buy some HP Care extended warranty, as most PCs have a 1-3 year warranty. (Apple's is I think 30 days?)

But I agree with you on their whole 'genius' bar service. Having to call to make an appointment, then stand in the middle of the store waiting for your name to be yelled out is stupid. 50% of all my visits could be handled over the phone with just a few questions... but those lavender shirt wearing kids want me to drivev 40 miles to haul my 40lb. computer 400 yards through the mall for absolutely no reason.

Nonetheless... all I can do is keep on them about it. I do enjoy my iMac, when it works. But now I wish I would have just put the money towards a high end PC and save myself about $1000.00 bucks.

 

[Reflow]

Do you have all you case numbers? If you do why don't you give them a call and speak to a support specialist. From your records they should ship you a new one. As for the one you have they will email you a return label to ship it back. Trust me I've done it a few times...

 

[NRose8989]

Ugh..... Don't get me started about HP Support...

I will die happy if i never have to speak to someone in india telling me to make sure my VGA cable is plugged properly into my machine.

Nothing against indian people at all but HP customer service never help with anything.

ahhhh..... i still have nightmares about them repeating my first name before every sentence.....

 

[Reflow]

Ugh..... Don't get me started about HP Support...

I will die happy if i never have to speak to someone in india telling me to make sure my VGA cable is plugged properly into my machine.

Nothing against indian people at all but HP customer service never help with anything.

ahhhh..... i still have nightmares about them repeating my first name before every sentence.....

I'm with ya. Have you tried calling Dell man there the worst.....

 

[Eidorian]

Ugh..... Don't get me started about HP Support...

I will die happy if i never have to speak to someone in india telling me to make sure my VGA cable is plugged properly into my machine.

Nothing against indian people at all but HP customer service never help with anything.

ahhhh..... i still have nightmares about them repeating my first name before every sentence.....

I'm with ya. Have you tried calling Dell man there the worst.....

Nothing but good experiences with Dell and HP support. HP even sent me back an e-mail at 10 PM EST on a Saturday to answer my support question.

 

[Reflow]

Nothing but good experiences with Dell and HP support. HP even sent me back an e-mail at 10 PM EST on a Saturday to answer my support question.

Well I do say there Chat program works great as I really hate calling them.

 

[Nordichund]

Seriously the only reason that I am still a Mac owner (a happy one now) is due to Apple Customer Care. I had three 24" Al iMacs which I sent back. Due to the time and problems they even gave me a satisfactory amount of compensation.
As someone has mentioned, if you have your case numbers (doesn't matter if you don't) then when you finally get your new iMac, and it works, then write a letter to Apple Customer Service, explaining all the problems you have had to deal with. I am quite certain someone from Apple will contact you. I was certainly impressed by the way I was treated.

As for Dell, once I called them up about a problem, the person I spoke to suggested I should buy a new machine, so I did, a Mac

 

[midnightvii]

And here's the REAL KICKER!! While I was at the Apple Store for the 20-30 minutes.. I watched as about 6 more iMacs were being brought in by customers whose iMacs had failed!

That is a high numbers. I wonder that how many % of the hardware fails...

 

[ryan.hayes79]

I believe it all very much a matter of personal experience. I have owned 10 different Apple computers in the last 5 years and 3 have had service of some kind on them. Now that to me is a very good ratio considering I had 3 PC and all required support of some kind.

So my experience from that side of it is far better. I also like being able to talk face to face about issues and if you go in with clear examples, logs and having done everything you should, I can say I am mostly happy with Apple support.

All companies can get better and to have taken a massive machine into an store to be told they need to order you one in and send you packing is a bit rough. Personally I would have made point of asking for them to store it until such time it can be replaced.

I think that once your situation has been resolved you write and see what compensation you are able to get.

 

[vampyr]

Now that to me is a very good ratio considering I had 3 PC and all required support of some kind.

Um... required support of SOME kind is NOT the same as having a computer that is completely unusable.

I also like being able to talk face to face about issues.

you must not be very knowledgable with computers if you like talking to the kids at the Apple store. Let's be honest... nearly all of them have never even seen the inside of a computer. You try to say anything technical, and they stare at you like a deer in headlights.

Personally I would have made point of asking for them to store it until such time it can be replaced.

Believe me, I tried... I would have at least guessed they would want to keep it as a requirement by the company to ship a replacement. (If I suddenly changed my mind about wanting a replacement, the store would be stuck with the unit)

I think that once your situation has been resolved you write and see what compensation you are able to get.

Well according to Apple's warranty policy, they very clearly state that the are not responsible for any loses incurred of any kind.

I bet if you ask someone who works at the genius bar, the majority of their job is nothing more than processing failed units and getting the customer replacements.

 

[jameskohn]

skeptical

I'm a little skeptical of the details, but if in essence your tale is accurate by all means just call Apple Care. They will send you a new machine right away and provide return shipping for the clunker. Apple service, though FAR from perfect, is a major reason to purchase Apple products as opposed to those of other manufacturers.

I'm a long time Apple user, and I can't deny that I've encountered some real boneheaded service issues along the way. What I can say is that with a bit of persistence I have always ended up being extremely well taken care of.

Call and give them the opportunity to make you a happy customer.

 

[vampyr]

I will die happy if i never have to speak to someone in india telling me to make sure my VGA cable is plugged properly into my machine.

Nothing against indian people at all but HP customer service never help with anything.

ahhhh..... i still have nightmares about them repeating my first name before every sentence.....

Well... Apple is the SAME exact way. It was actually funny cause I had to keep asking the guy to repeat what he said cause I couldn't understand him.
He finally transfers me to a product specialist, who is clearly an english speaking American. Kinda silly that my phone call goes all the way out to India, then comes back to the US.

 

[The Man]

Well, I have come to the conclusion that the online Apple Store, the Apple Retail Store, and AppleCare are three seperate entities. In many cases, they draw a line between them, and it means that you, unfortunately, have to do that too.

If you buy something at the online Apple Store and there's a problem within 10 days, you have to call the online Apple Store to get a replacement. Don't go to a Retail Store, or call AppleCare.

After that period, the warranty kicks in, and you have to deal with AppleCare, and call them. Completely work out the problem with them, and it usually involves shipping the product back-and-forth. If they say that they cannot deal with it over the telephone, that is untrue, because they can. You should not have to go to an Apple Retail Store, because you have nothing to do with the Apple Retail Store. (And sometimes, Apple Retail Stores have a problem if you bought it through the online Apple Store, anyway, especially when BTO). AppleCare should take care of it by shipping you a box to send it in for repairs. That is, when they can determine that it is indeed a hardware failure. If your item has been in for repair for three times already, you should be pushing for a replacement over the phone with AppleCare. Clearly, your machine cannot be repaired. State that it is obvious that you have a faulty Mac that cannot be repaired, and the three repairs prove it. You want a replacement. State that you are really disappointed with your Apple product and that this will cause you to reconsider the platform. (Which is the truth.) It has been longer in the repair shop than you've actually used it! And you depend on this machine, for whatever reason you can think of. Keep pushing this, but be polite. If this person cannot help you, ask for a person with more clearance.

If you buy at the Apple Retail Store, you deal with the problem with the Apple Retail Store, or you can deal with it through AppleCare. If it was bought at the Apple Retail Store, you should also be pushing for a replacement with them, or maybe even your money back, because it is unacceptable to send your Mac in for repairs for three times, and now a fourth. Be polite, but keep pushing it. Say that it saddens you to be treated this way after finally having switched over to the Mac after so many years of Windows.

That's all I can say. I hope that you get the service you deserve. If my Mac was in the repair shop for three times, I would be very frustrated. But I know that even though I would be angry, I have to keep my cool to get what I want. If all this doesn't help, it would be very unfortunate, and as a Mac user for so many years, I want to express how sorry I feel. I hope it works out all right, though. Good luck.

 

[vampyr]

Well we are still having problems... it never ends... I really just wish I could just get rid of my iMac and get out of my lease.. .I'll take the loss at this point.

It's been a week since Apple Store process my replacement for my iMac.
I call today and ended up speaking with some guy in repair... he says he will investigate what's going on and call me back. Umm... all I wanted to know was if the replacement unit has shipped or even arrived.

So I wait 4 hours and decide to call back again. Only to be told that the guy who was going to call me back has left for the day. Wow... talk about bad customer service.

You don't tell a customer you'll call him right back and then go home.
I can't STAND Apple stores... they should only be to buy the product, not to process the returns too.

in the meantime my imac sits in its box in the back of my truck.

 

[Brother Michael]

So... once again, my iMac has decided to no longer start...

Sorry to hear this, I have been having some issues with my iMac and OS X not booting up, but I can at least get it to start up.

I don't go to Apple retail stores anymore. They're too crowded now and the fact that you have a make an appointment online days in advance just to drop something off is asinine. I get much better (and faster) sales and support (i.e. repair service) using my local Apple-authorized mom and pop shop.

I like this idea. I am going to give it a shot with my computer. Thanks.

 

[vampyr]

Well... just an update... it's now been 2 weeks since my iMac has been 'in service' at the Apple store. (Keep in mind that I have had problems since Aug. 24th) However I am being told that I am getting a replacement, but then that was 2 weeks ago.

The problem seems to be with the Apple Store.
When I took my iMac in 2 weeks ago, they said they will process a replacement for the whole thing... 'Great' I said... however I was told to take my iMac back home with me... I told the 'Genius' at the bar that I'd rather leave it with them, as I don't need it, can't use it, and it needs to be returned. The guy said no.... A week goes by and still no call or update from the Apple store, so I call them... after multiple attempts of trying to speak to someone, I am finally told that I need to bring my broken iMac in, as they can't process a return until they ship the original unit back to Apple. (I start laughing hysterically);P At this point, I'm no longer angry... it's just too ridiciously funny to be angry at. So I said 'Great...It's been in the back of my truck sliding around for a week now!, I'll be right there'.

The funniest thing is that I am tired of carrying my iMac back and forth... so I made the 'Genius' come out to my car and carry it in... heheh... and sure enough the handle breaks off while he was carrying it and falls with a mighty thud on the parking lot curb. HA! I guess that happens when you make cusomters carry it back and forth a dozen times!

More updates to come...

 

[SaSaSushi]

I'm sorry to hear about your nightmares with the Apple Store but is there any reason why you didn't ship the computer back to Apple since you purchased it online?

I've had several occasions to call on Applecare support over the years for Macs and iPods. Here in Japan all that consists of is making a call to Apple Support and then the next day a courier is at my door to pick it up complete with customized shipping boxes according to the product.

The last time I sent back my 24" iMac for a problem with a flickering display (bad inverter) they picked it up on a Tuesday afternoon, received it Wednesday morning, replaced the display and had it back to me by Thursday.

Sorry to hear Apple's support is apparently not of this quality level globally and I hope there is a happy ending for your ongoing horror story.

 

[vampyr]

I'm sorry to hear about your nightmares with the Apple Store but is there any reason why you didn't ship the computer back to Apple since you purchased it online?

Well.. when I had a display problem when I first received the unit.. I called Apple Care and was told to take it into the Apple Store, who then told me that 'yes... you need to replace your iMac as you've only had it for 10 days'... but they told me there is nothing they can do, cause it was an online order.

Nonetheless, it personally cost me over $100 US dollars to ship the system back to Apple. (Why they make the customer pay for shipping a defective unit is bad enough).

Everytime I call Apple Care and tell them what's wrong, regardless, they make me take it into the Apple Store, who looks at it, puts a note into the Case#, then tells me to contact Apple Care.

It's like the Apple Store, and Apple Care protection keep passing between the 2 of them, not wanting to take responsibility for the problem. It is a poor poor way to service customers, and sadly, I will never buy another Apple computer until this process is changed.

 

[3lutz3toe]

This scenerio is really unacceptable from any company let alone Apple. No excuses for Apple. I would personally demand to speak to a manager and have them tell me when the new computer will be arriving. No more repairs. 2 should be the max for a new computer.

And I do really hate making your appointments ahead of time. Waste of time as far as I’m concerned.

 

[rpaloalto]

Nonetheless, it personally cost me over $100 US dollars to ship the system back to Apple. (Why they make the customer pay for shipping a defective unit is bad enough).

If you paid to ship the computer to Apple then somethings wrong.
They are so posed to send you a rma label, that is prepaid. When you call Apple are you calling the Apple care phone number. I have dealt with them before. They have always been polite, knowledgeable and very wiling to please me.

I think you need to call the apple care, and start over. Ask to speak with a supervisor first before you even give them your case number. Start from the beginning. Tell him or her all that has happened and how disappointed you are. Be very polite the whole time.

 

[vampyr]

If you paid to ship the computer to Apple then somethings wrong.
They are so posed to send you a rma label, that is prepaid. When you call Apple are you calling the Apple care phone number. I have dealt with them before. They have always been polite, knowledgeable and very wiling to please me.

I think you need to call the apple care, and start over. Ask to speak with a supervisor first before you even give them your case number. Start from the beginning. Tell him or her all that has happened and how disappointed you are. Be very polite the hole time.

I call Apple Care, as per the # on my Apple Care contract.? However they aren't very helpful... in fact I've had to argue about even having Apple Care protection. I remember when my iMac no longer would power up, the first time I called, they argued that I didn't have Apple Care Protection. So I looked at my Apple Care contract and argued with the guy telling him that if he needs me to fax it to him, I will. Finally he figured out that when I first had my iMac replaced in Dec. '07, Apple didn't update the serial# on my contract, thus my new iMac never showed any coverage.

let's see if I can summarize everything.
1.) So, being a new Apple user, I decided to buy my first iMac in Dec. '07.
Screen had some strange dark patch.. called Apple Care, who told me to take it to Apple Store, who then told me that they can't do anything cause I bought it online custom configured and to arrange replacement with Apple Care.
2.) Apple Care says they need me to ship my iMac back first before they can replace it and told me the address to ship it to. Take it to local FedEx store and pay $109 to ship out to Apple.
3.) New iMac arrives about 14 days later.
4.) Everything works great for 8 months... then suddenly the iMac shuts down and won't turn on.
5.) Call Apple Care. We argue about me not having Apple Care protection, but I keep telling them I do, looking at my invoice I paid online. I tell him I replaced my iMac and think maybe he is confused.
6.) The foreign guy @ Apple Care tells me to get my Apple Care box... I have no idea what he is talking about. He tells me I need to fill out something online when I received my Apple Care product. I continue to tell him I have no idea 'what box' he is talking about.
7.) I finally go through all my paper work and find a piece of paper that shows my contract (still have no idea what box he was wanting me to get). I read it off to him and he still isn't believing me... I offer to fax him the paper as I'm getting a little pissed. Finally he puts me on hold for another 10 minutes and then comes back willing to help me.
8.) After being on the phone for 2 hours... he finally tells me to take it to the Apple Store
9.) The Apple store keeps it for 13 days, then tells me it's repaired and I can come pick it up.
10.) I go to pick it up and ask the girl at the genius bar if everything has been tested and working... and she said absolutely. So I sign off on it and take it home.
11.) I turn it on that night... and... nothing. It doesn't turn on... it seems that nothing was fixed.
12.) I call the Apple store the next morning, and after being transferred to about 3 people, I get someone who apologizes and tells me to bring it in and ask for him. I take it in and he reassures me it will be fixed in 3 days.
13.) 3 days later, I get a call that the iMac is fixed. When I go into the store to pick it up, I force the girl to allow me to turn it on to test it. (She rolls her eyes at me). It turns on... yeah
14.) I look over the iMac and noticed its aluminum frame is deeply scratch on both sides so I complain. The manager just shrugs at me and tells me basically 'oh well'. I tell him he needs to document the damage done, as this iMac is under a business lease.
15.) As he types up the information (I think... I don't actually get any proof)... I notice the inside of my glass screen has a horrible amount of dandruf, hair, and what looks like skin flakes. I tell him this needs to be cleaned first... he tells me not to expect a clean screen as static can cause this to happen. ??? I told him that I at least expect my iMac to be returned to me in the same condition as it was when I dropped it off. (I also said I'm not signing off on it until he cleans it)
16.) Someone takes it back and comes back out 5 minutes later with a MUCH cleaner screen... amazing!! So I sign off and take it home.
17.) 2 weeks later my iMac starts to shut down suddenly, and eventually stops powering back up. (Well I'll be damned, it STILL isn't fixed)
18.) I call Apple Care, and argue again about the Apple Care protection, they tell me to take it in the Apple Store.. .I tell them I've been there and they aren't helping me and i don't trust them anymore. The foreign guy puts me on the phone with a product specialist who tells me I've only had the unit repaired 2 times and Apple Care can't replace the system until at least 3 times. I argue with him that I have 4 different Genius Work orders from the Apple Store with 4 different things replaced... he tells me that the Apple Store must have made a mistake by putting 2 seperate repairs under the same repair # so he doesn't see that on his screen. He tells me to take it to the Apple Store as that is my only choice i have. I concede...
19.) I take it to the Apple Store after making my appointment for the next day (this is now the 11th time in 3 weeks I've been in the store about this). They all seem to run when they see me walk in... heheh.
20.) Some new guy I've never seen before helps me and I tell him that I'm fed up and I want this iMac replaced. He says no problem and keeps telling me he needs to talk to someone in the back about this... after about 20 minutes of him going back and forth talking to 'someone' he says everything is all set. I ask him how long for the replacement to arrive and he says no more than 7 days.
21.) I try to leave and he stops me telling me to take my faulty iMac. I tell him I don't need it, nor do I want to carry it back out to my car if it is already being replaced. He said he can't keep it in the store. OK... so I toss it in the back of my truck... I could care less if it gets rained on or slides around.
22.) Another week goes by and since no one has called me with updates, I call the store, only to be told that only 1 person can help me, and he is either... at lunch, gone home, with a customer, or working behind the genius bar... each time I leave my name and # to have him call me back but it never happens.
23.) So I call Apple Care and complain... and tell them this whole story, and the english speaking American woman (THANK GOD) I was speaking to was sympathetic, had me speak to another woman, who decided to call my Apple Store personally to see what's going on. After an hour on the phone with Apple Care, they finally tell me the name of the person at the Apple Store to ask for, and that they need me to bring my iMac BACK to the store... as a replacement IS being issued, but they need to send back my faulty iMac first.
24.) So I take it to the store and drop it off.
24.) Another week goes by and since no one has called me with updates, I call the store, only to be told that the 1 person who can help me is either... at lunch, gone home, with a customer, or working behind the genius bar... each time I leave my name and # to have him call me back but it never happens.
25.) I finally get a hold of him and he tells me that my faulty iMac has been shipped out, Apple has received it, and that they are waiting for the new one to arrive.
26.) and now that brings me up to date... what a %$!*$## ordeal!

 

[durija]

I'd like to know from the OP, what is the exact nature of the problem with your iMac? What's the severity and/or nature of the problem? It might shed some light on the Apple Store's response or lack of it.