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

[vampyr]

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.

The problem is that my computer does not power on. Nothing... nada... one day it was working fine... then suddenly I turn around and the computer stopped working. If you press the power button, nothing.

Yeah... sounds like an easy fix, replace the power supply. But supposedly that's been multiple times, along with a replaced logic board, replaced audio board, replaced cables, etc... and it still won't power on. ( It did work for 2 weeks, though the computer did shut down all by itself 2 times while in the middle of something. I finally shut it down for the night, came back the next day, and it wouldn't turn on)

HTH

 

[Courtaj]

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!

Surely this was the moment at which, suddenly, it all seemed worthwhile. I mean, comedy gold like this is rare!

 

[vampyr]

well.... I need someone to tell me who I can call to escalate this.

I've found out that the Apple Store I took it in is saying that they received my replacement iMac and that it wasn't the same specs.. basically, I had 4GB RAM and 1TB harddrive, and they wanted to replace it with a 2GB, 320GB Hard Drive.

Every time I have a problem, they keep telling me they have to talk to the Store manager.... and it takes days to get back to me.

It's now been 3 weeks since I dropped it off at the store to get it replaced.

I'm not sure why this is becoming so difficult, but it needs to be resolved now.

 

[DesignerOnMac]

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.

1. I have dealt with Apple Care in the past and to ship a defective computer back to them cost me nothing! Apple shipped me an over night box for free, and 2 days later, I received my iBook back. Return shipping was free also. I do not know why you had to ship your iMac back @ $100.00!!

2. I also do not understand why you have been back and forth to the Apple Store, as they have no connection with the Online Store?????

3. Did you try the hardware restart on your iMac?? Apple Care suggest doing this???

I have owned Apple desktop computers and laptops since 1988. I could give you my list, but it would be too extensive.

I had one iBook where the keys popped off. Called Apple support. They send a return box by FedEx to me the next day and 2 days later I received a fixed iBook.

I also had a Quadra 800 Desktop that developed a bad HD. Apple sent a technician out to my studio. He checked out the HD problem. Ordered a new HD for me and returned to my studio and actually replaced it for me!!!

I know none of this helps you. I am sorry your getting the runaround, but Apple Service is far better then any other computer company. (I sold computers retail for 7 years and know what my customers went through to get a computer repaired, (never replaced).

 

[DesignerOnMac]

The problem is that my computer does not power on. Nothing... nada... one day it was working fine... then suddenly I turn around and the computer stopped working. If you press the power button, nothing.

Yeah... sounds like an easy fix, replace the power supply. But supposedly that's been multiple times, along with a replaced logic board, replaced audio board, replaced cables, etc... and it still won't power on. ( It did work for 2 weeks, though the computer did shut down all by itself 2 times while in the middle of something. I finally shut it down for the night, came back the next day, and it wouldn't turn on)

HTH

My Alum iMac would not turn on one day after a power outage. I called Apple Care thinking I would have to box up the iMac and sent it back. 10 minutes after the call to Apple my imac has been great.

This is the suggestion I was given:

1. Disconnect the power cord from the back of the iMac.
2. With the power supply disconnected, push in the power button on the back of your iMac for about 20 seconds. This resets the hardware back to the factory settings.
3. Reconnect your power cord and boot your machine.

Since I did this the one time, I have not had any issues. I know your iMac is at the Apple Store, but wondering if ANYONE either at the Store or at Apple Care had offered this fix for you???

 

[vampyr]

Since I did this the one time, I have not had any issues. I know your iMac is at the Apple Store, but wondering if ANYONE either at the Store or at Apple Care had offered this fix for you???

Well... according to the Apple Store, my iMac has already been sent back. This fix you mentioned is something I have never heard of... at least not with holding the button down while the power cord is DISCONNECTED.

What's odd is, when I call Apple Care, they ask me what Apple Store I took it to, and then Apple Care calls my Apple Store to get things resolved. Unfortunately it still isn't resolved, and Apple Care has already called the store once before.

 

[Mike in Kansas]

This fix you mentioned is something I have never heard of... at least not with holding the button down while the power cord is DISCONNECTED.

This discharges all the stored energy left in the machine after powering down. Probably clears the memory of something on the motherboard as well, which is why it may help resolve your problem. Kinda like taking the power all the way down, not just shutting it off or unplugging it, as there is probably residual charge somewhere. It's common practice to do on PC boxes before opening them up to change RAM or processors. I was surprised that Apple doesn't recommend this when swapping iMac RAM.

 

[vampyr]

Well.. i recall trying this... I held the power down while unplugged, and then plugged it back in while still holding the power down.

I've known some network devices that work by doing this... but it still didn't do anything.

 

[vampyr]

It's finally over... for now!

After 2 months... I feel like a soldier who has come home and just wants to sleep after fighting for months.

After having problems with the Apple Store telling me that the replacement they were giving me was lower specs than the one i turned in... I finally decided to call Apple Corporate directly and spoke with the Regional Manager for my area.

She was a professional, understanding woman who apologized profusely for what has happened and took care of EVERYTHING with 1 phone call to the Apple Store's manager. She also had the store add a completely new Apple Care with the iMac.

The Store Manager then contacted me, apologized many times and told me that the store will not only have my new iMac ready to pick up in 2 hours, but it will be upgraded to a 3.06GHz model.
When I went in, I asked for the manager at that time, and her and the assistant manager came out to meet me with the new iMac... thanked me, apologized again, and told me I didn't have to sign anything (which really surprised me).

Sadly, at this point... I should be excited about getting a new iMac, and even a faster one than before... but it's taken so long, I am more happy that it is over for now.

I want to thank you all for your responses and advice on what I should do. It was the advice that I learned of the corporate contact information and who to ask for.

Thanks!

 

[secretpact]

Glad to hear you finally got things settled! How did you get the number for the Regional Manager at Apple ?

 

[jontucker]

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!

Sorry to hear you've had such difficulty in getting your kit replaced but I feel compelled to tell you that as an individual, you would have had the same difficulty filing a class action against Apple. That's kind of an Oxymoron.

 

[ViperrepiV]

Glad to hear you finally got things settled! How did you get the number for the Regional Manager at Apple ?

i am curious as well, just in case!