Sick of iMac issues.. what are my options?

[paperinacup]

I just want some opinions ono what you would do...

Well I have had my iMac (17 1.83) since January. I have had multiple problems with it and when I take it into a store they look at me as if I am imagining it all. When I talk to someone from Apple online or on the phone their first reponse is goto your nearest Apple Store. I have been to 2 different Apple Stores and spoken to a 'genius' on numerous occasions (10+) and refuse to return again. It seems all I ever get are workarounds and they never FIX my problem. I wont even go into the saga with my ipod.

Here are SOME of the problems:

1. Whine from computer if second core is activated. (current solution is im only using one core)

2. Keyboard issues which i believe everyone has experienced (Solution: Bought a new keyboard from Apple Store since they totally denied ever hearing about the issue)

3. Remote never worked out of box. I can't even open the little battery door since its stuck.

4. Mighty Mouse has NEVER been able to scroll on ANY computer.

5. Computer does not wake up from sleep aty times and requires me to manually reboot.

6. OS X install discs came out of the box corrupted (OR there is a problem with my drive see number 7) There are NO scratches on the discs at all.

7. Superdrive rejects alot of discs and burns alot of coasters. It took me 8 hours trying to reinstall OS X and I couldnt install any extras from disc 2 because it kept rejecting it.

8. Wireless loses connection constantly. (Solution I relocated my router into my bedroom and cut off the airport). Also some networks it just refuses to connect to.

9. This probably doesnt have anything to do with my computer but since the day I used my iPod mini with my iMac I get almost NO battery life. Have taken it in 4 times and they keep reinstalling the software and calling it a day. (Solution keep it plugged up to a wall outlet or car adapter)

10. fans are on 60% of the time

Im wondering if I am just cursed because this is the 4TH!!! mac i have recieved that was either damaged (2) or defective (2). I really dont feel like pushing Apple beacause I dont want it to seem like I am making up problems. Dont get me wrong I LOVE my imac and try to overlook these problems but sometimes I just want to throw it out the window. I know its too late for a refund but has a store credit or anything similar ever been issued?

 

[SC68Cal]

I don't know what to say beyond I'm sad to hear this from you. Perhaps, call Apple tech support and state that the apple store has not been any help whatsoever, state that this is the 4th iMac that you have recieved in less than stellar condition and you don't have anything to show for it.

Basically just say to them "Look, I want an iMac without these problems, I don't want work arounds, I want my iMac to be as advertised in your switch campaign as "It just works." can you please do something about it?"

 

[Demon Hunter]

Do you mean, you got 4 replacements of the same iMac? You have a right to another iMac or a refund. They would give you an Intel, I bet. It should not be taking 8 hours to install OS X!

I think you should escalate the case. Ask for "higher ups" on the phone, or ask to speak to a manager at the Apple Store. The Geniuses are very, very busy, and they don't have the authority of a manager. Rememeber: if the same issue has not been repaired, after a reasonable number of attempts, you have a federal right to some kind of solution.

Clearly there are problems, perhaps some are software related, like the Mighty Mouse. I would expand this list (and make it look spiffy) and then hand it to a Genius. Complain politely. You can do this on the phone, too. Because if the problems aren't resolved, it's DOA!

 

[TBi]

Well i didn't know the iMac's had a whine. Think i'll have to do some work on it and i was going to replace my MBP with an iMac since it's a tad hot and whiney.

 

[ddrueckhammer]

Well i didn't know the iMac's had a whine. Think i'll have to do some work on it and i was going to replace my MBP with an iMac since it's a tad hot and whiney.

I think the whine probably has to do with the processor getting too hot. I imagine the thermal paste is a problem across the board on Macs. Until we had dual core processors it was never apparent though. According to a thread here yesterday, if the paste is applied thickly then air bubbles must be removed from it using a vaccum so that it maintains its thermal conductivity. If the paste is applied in a thin coat no air bubbles can form and it works as it should. The whole point of the paste is that is provides even contact between the processor and heatsink since even the most precisely calibrated surfaces would only contact in 3 places without some sort of pressure being applied. Basically, it sounds like Apple needs to either:

1. Retrain whoever is applying the thermal paste
2. Get a machine to do this
3. Use thermal pads or some other product than thermal paste that doesn't have this problem...

If Apple can get this worked out I think we might see thinner iMacs as people who have reapplied the thermal paste on their MBPs report significantly lower operating temperatures.
This is all still speculation so don't flame me too badly....

 

[paperinacup]

I think the whine probably has to do with the processor getting too hot. I imagine the thermal paste is a problem across the board on Macs. Until we had dual core processors it was never apparent though. According to a thread here yesterday, if the paste is applied thickly then air bubbles must be removed from it using a vaccum so that it maintains its thermal conductivity. If the paste is applied in a thin coat no air bubbles can form and it works as it should. Basically, it sounds like Apple needs to either:

1. Retrain whoever is applying the thermal paste
2. Get a machine to do this
3. Use thermal pads or some other product than thermal paste that doesn't have this problem...

This is all still speculation so don't flame me too badly....

I understand what youre saying. I have built computeres in the past but for some reason I cannot allow myseld to risk voiding the warranty on this machine and damaging something.

 

[paperinacup]

I don't know what to say beyond I'm sad to hear this from you. Perhaps, call Apple tech support and state that the apple store has not been any help whatsoever, state that this is the 4th iMac that you have recieved in less than stellar condition and you don't have anything to show for it.

Basically just say to them "Look, I want an iMac without these problems, I don't want work arounds, I want my iMac to be as advertised in your switch campaign as "It just works." can you please do something about it?"

I just sent an emaildirected towards 'higher ups' and am going to see if they respond with a reasonable decision. Also its not the 4th iMac its the 4th Mac in general that ive recieved screwed up.

 

[paperinacup]

Do you mean, you got 4 replacements of the same iMac? You have a right to another iMac or a refund. They would give you an Intel, I bet. It should not be taking 8 hours to install OS X!

I think you should escalate the case. Ask for "higher ups" on the phone, or ask to speak to a manager at the Apple Store. The Geniuses are very, very busy, and they don't have the authority of a manager. Rememeber: if the same issue has not been repaired, after a reasonable number of attempts, you have a federal right to some kind of solution.

Clearly there are problems, perhaps some are software related, like the Mighty Mouse. I would expand this list (and make it look spiffy) and then hand it to a Genius. Complain politely. You can do this on the phone, too. Because if the problems aren't resolved, it's DOA!

No not the same iMac. The others were diff computers but were all returned within 14 days. I am aware about the reasonable number of attempts but the problem is that they wont even attempt to repair it since they dont see it as a problem. The same exact issue with my iPod. At this point I've been to the store so many times that I really dont want this exact computer anymore and just want a new one. I wonder if its too late to be declared DOA.

 

[OnceUGoMac]

2. Keyboard issues which i believe everyone has experienced (Solution: Bought a new keyboard from Apple Store since they totally denied ever hearing about the issue)

My respone would be, "Well, you're hearing about it now. So, fix it."

 

[plinden]

I imagine the thermal paste is a problem across the board on Macs.

Not quite. There's been no talk of the new iMacs being hot. My iMac's temperature usually hovers around 40°C and never about 45°C no matter what I'm doing.

 

[paperinacup]

I REALLY hate to say this but if they do declare it DOA and give a refund unless they exchange it for a new MacBook Pro or something then I'm probably just building my own computer until Rev. C. Also just found out from my credit card company that if they didn't repair it when asked then the credit card company will refund me. So hmm I will wait for Apple's response.

 

[ddrueckhammer]

Not quite. There's been no talk of the new iMacs being hot. My iMac's temperature usually hovers around 40°C and never about 45°C no matter what I'm doing.

The internal operating temperature of the iMac should be lower as it has more volume than a MBP. This doesn't mean that the processor isn't getting too hot and causing a whine. A whine like this could come from a number of sources such as cheap capacitors but since the thermal paste seems to be a known issue with this generation of Mac I would look there first.

BTW, I don't blame anyone for not wanting to void their warranty. I wouldn't do it either. I guess this has to be chalked up to Rev A bugs.

 

[paperinacup]

Well in an attempt to give Apple another chance I returned to the Apple Store (Another $10 in gas). After being greeted by a different genius I explained my problems to him. His response was that in order for it to be sent in for repair the problem had to be duplicated in the store and he couldnt see anything wrong with it and apparently me disabling my second core may void my warranty (BS). Basically I see this as refusing to repair a faulty product. There HAS to be some ind of recourse to this. Im not the type of person to sit in a store and scream and demand a manager so I accepted his refusal and left.

Its kind of funny how they tell me they cant do anything to replace it since its never been repaired but yet they will never actually attempt to repair it. Honestly I've spent more than $200 in gas alone running back and forth to the Apple Store. Its like I see their smiles drop when I walk in. Its sad that I use my HP laptop more and more each day. Basically my iMac now sits here in my room and a conversation piece.

NEW ISSUE:

1. My computer completly powered off last night as if someone pulled the plug. The only way to restart it was to pull the plug.

I'm slowly losing my faith in Apple. *checks Dell website* *shudders*

 

[iGary]

1. Ignore all the past issues - unless you have documented case numbers, that won't get you anywhere.

2. Call AppleCare on the phone today, and start out with the problems that you are having with the machine NOW. Be patient, and work through the things they ask you to do, even if you have done them already.

3. If they first person you speak to is unable to diagnose/help you/give you a case number to take to the Appel Store, ask to speak to a product specialist - these are the guys above the first lione gatekeepers you usually speak to.

4. Do you have case numbers for any of this?

Well I have had my iMac (17 1.83) since January. I have had multiple problems with it and when I take it into a store they look at me as if I am imagining it all. When I talk to someone from Apple online or on the phone their first reponse is goto your nearest Apple Store. I have been to 2 different Apple Stores and spoken to a 'genius' on numerous occasions (10+) and refuse to return again. It seems all I ever get are workarounds and they never FIX my problem. I wont even go into the saga with my ipod.

Correct me if I am wrong, but what I get out of this is that you walk in expecting a return (new unit). If the problems do not reproduce at the Genius Bar, ask that they compromise and keep the unit until close of business and try to replicate the problems. (Most of the reason that these machines will not duplicate at the Genius Bar is that they are all cooled down when you bring them in - have them take it in, run Folding at Home on it for an hour and see if that produces any of your problems).

Here are SOME of the problems:

1. Whine from computer if second core is activated. (current solution is im only using one core).

Does this require a hack? Becuase if it does, remove it - you will get nothing but grief from Apple if you have any haxxies on your machine.

2. Keyboard issues which i believe everyone has experienced (Solution: Bought a new keyboard from Apple Store since they totally denied ever hearing about the issue),

Problem solved, then.

3. Remote never worked out of box. I can't even open the little battery door since its stuck.

They won't fix this at the bar?

4. Mighty Mouse has NEVER been able to scroll on ANY computer.

It will not do this at the bar?

5. Computer does not wake up from sleep aty times and requires me to manually reboot.

Have they asked to see a console log - because this would most likely show as a kernel panic.

6. OS X install discs came out of the box corrupted (OR there is a problem with my drive see number 7) There are NO scratches on the discs at all.

Did they get you new discs?

7. Superdrive rejects alot of discs and burns alot of coasters. It took me 8 hours trying to reinstall OS X and I couldnt install any extras from disc 2 because it kept rejecting it.

See above.

8. Wireless loses connection constantly. (Solution I relocated my router into my bedroom and cut off the airport). Also some networks it just refuses to connect to.

What are "some networks?"

9. This probably doesnt have anything to do with my computer but since the day I used my iPod mini with my iMac I get almost NO battery life. Have taken it in 4 times and they keep reinstalling the software and calling it a day. (Solution keep it plugged up to a wall outlet or car adapter)

How old is your iPod mini?

10. Fans are on 60% of the time

With nothing running?


More info, please - all around.

 

[4God]

I think I would rather send my problematic machines to iGary from now on.
I trust his skills and common sense over the fracking geniuses anyday.

iGary, there's an opening in the Genius bar at the local Apple store,
I think it's just for you.

 

[w8ing4intelmacs]

I agree with iGary. I have a hard time believing that the Apple Store won't replace a keyboard, mouse, remote, or disks that you demonstrate doesn't work.

 

[paperinacup]

I have no case number for this since they have not started any. I will call AppleCare in a few minutes to start one.

Im not expecting a brand new unit. IF they cant/wont fix this one then I would be glad to recieve a working refurb. I would love if they fixed this one.

1. No it does not require a hack you can download CHUD tools and the processor pane is in there.

2. True problem resolved but I shouldn't have had to come out of pocket for this.

3 and 4. I admit I have not taken the mouse and remote in.

5. Nope they have not asked for it.

6. They looked at the discs and replied "They look perfect, plus we dont just carry these DVDs in the stores"

7. Its not just the DVDs that it does this with. Its hit or miss with all discs.

8. Some networks are when I borrowed my neightbors D-Link router and Airport Extreme. It just wouldnt connect. With or without encryption.

9. iPod mini is about 8 months old. I have had issues with that since about the 2nd month and just given up on it ever working properly.

10. Well right now I have Safari and iChat running and the fans are running pretty hard.

I'm going to call AppleCare now and bring up my issues. I will attempt one more time to go through the proper channels.

I just feel like whenever I go in they just say something to get me right back out the door.

 

[paperinacup]

I agree with iGary. I have a hard time believing that the Apple Store won't replace a keyboard, mouse, remote, or disks that you demonstrate doesn't work.

I get what youre saying but trust me I wouldn't lie about it. They did attempt to replace a keyboard but he needed the managers authorization and kept telling me to come back in tomorrow between 1 and 5 and he should be here. Everytime he 'just walked out the door'. After coming in 4 times after that I bought a new one. Gas is too expensive to be running back and forth for nothing.

 

[paperinacup]

Wow just realized I never activated my Apple Care so off to find the papers so I can call.

 

[West La]

go buys something else. chances are whatever you get

you won't be satisfied with that either. 4 Imacs? sheesh...

I'm on one number one and don't have any of the issues u r having.

u may be borderline obsessive compulsive.

 

[paperinacup]

NOT 4 iMacs. 4 macs in general. the others were replaced on the spot as sonn as someone at the genius bar looked at them. This is the 4th.

When my mother (the most content woman in the world) finds something wrong with it then I see it as a huge problem.

 

[ddrueckhammer]

8. Some networks are when I borrowed my neightbors D-Link router and Airport Extreme. It just wouldnt connect. With or without encryption.

Do you have any print servers, networked drives, or any other network elements taking up IP addresses? I had a problem with my print server using an IP address that my d-link router was trying to assign to my machine using DHCP.

Do you have any cordless phones, microwaves, other routers etc. that could be interfering with your signal?

There are a lot of things that could be wrong with your network. Your iMac isn't neccesarily the culprit....

 

[paperinacup]

Do you have any print servers, networked drives, or any other network elements taking up IP addresses? I had a problem with my print server using an IP address that my d-link router was trying to assign to my machine using DHCP.

Do you have any cordless phones, microwaves, other routers etc. that could be interfering with your signal?

There are a lot of things that could be wrong with your network. Your iMac isn't neccesarily the culprit....

After buying a new router it connects to my network fine it just wont stay connected. i do have 4 uniden 5.8ghz cordless phones, a microwave. its just some other networks it doesnt connect with. And actually I do hav ea wireless printer but it is functioning perfectly.

 

[timswim78]

Sorry to hear about your problems. You paid for a 1st class computer, and that is what you should expect from Apple. Give them a hard time until they come through for you.

 

[beatle888]

take it to an apple certified repair shop. if you have apple care then apple should cover this. that way you will have your computer in a shop...not some lame "bar" and they can run it for a few days. take it to a few different shops. make sure there all working under the "apple care" warranty repair program. i wouldnt even waste my time at the apple store. it seems very poor quality customer service for them to send you away with the pathetic line "we cant send it in to apple until we can duplicate the problem." they KNOW that computer problems are too random to recreate in 15 minutes?

telll me this...how long did they spend with your computer?

i would do two things:

1.call apple back, tell them you went to the apple store and talked with a genius. tell them the genius looked at the computer for (what im guessing was 15 minutes) and declared nothing to be wrong. go on to say that this is negligent against their promises of a warranty and you need someone to seriously test your system. for the apple customer service line to tell you to bring it to a genius at the apple store THEN the genius tells you they cant send it in until they can duplicate the problem but only tries to duplicate the problem for fifteen minutes from a cold boot? are you kidding me? they need to let it run and perform tasks while the computer has been running and the processors actually being used...you cant just look for a problem on a cooled newly booted machine. you have to also look for the problem one thats been heated up and running for four hours. this is why its negligent for them to pass you on like this. they know better.

2.i would see if your apple care is still in affect and i would call apple to see where the nearest apple authorized technician is....besides their so called geniuses at the apple store.




also, make sure your using a true grounded outlet for the power supply. the outlet itself needs to be three pronged...not a two prong outlet with a three prong adapter. that can randomly cause the computer to turn off. make sure your using a power strip thats pretty decent. mine as a APC power strip that has two indicators, one to indicate that the line is good or has problems, the second to indicate if the line is properly grounded.