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Very disappointed with Apple..

Y

yooper

macrumors newbie
Original poster
Oct 15, 2004
14
0
I purchased a 20" iMac upon release, had the mid plain replaced five months ago. A week ago the computer wouldn't turn on. No problem, they sent me a new power supply. After installing and turning the computer on, I was treated to a flashing question mark and folder. I attempted to use disk utility and disk warrior but they would not mount. I re installed the OS and noticed no option to archive and all the hard disk space was free. Sure enough, after install everything was gone. Hundreds of hours of work, pictures, music, documents, programs, all of it gone.
I called Apple, talked to the tech person then talked to a product specialist and explained I was no longer comfortable using this computer after two repairs and now worse case scenario, a total wipe of everything, and would like a replacement computer. He said no, since it works fine now and it doesn't fall within the criteria for replacement. I attempted to offer paying money and share the cost of a new computer. I was told if I wanted another computer I's have to pay full price.
This is my first experience with a Mac and I am a little more than disappointed. I just bought a OWC external hard drive and a copy of data rescue. 80% of everything is gone. I now know I should have had an external but never needed one in the 10 years of owning a PC and certainly didn't think of buying one for the Mac. Lesson learned.
Do you think I am being unreasonable asking for a replacement? If not, should I call back and speak to someone else? Any other thoughts?
 
A

AP_piano295

macrumors 65816
Mar 9, 2005
1,076
17
My sugestion bitch like you have never bitched before the general rule is you can bend the rules if you yell long enough at least with large companys like apple. A good idea is to threaten them about putting posts on apple forms about their computers malfunctioning.
 
F

fuzzybassoon

macrumors newbie
Oct 13, 2005
3
0
I think that yes, you are being a bit unreasonable. If the computer does in fact work now, then they've done their part.

I work in tect support and see hard drives get corrupted all the time, PC and Mac, it happens. A recent survay at my university showed that 11% of students had their hard drives fail in the past year. It's your responsibility to keep backups, and it's good that you've started.

I wish you the best of luck with your repaired iMac.
 
H

hanxu

macrumors newbie
Dec 12, 2004
25
0
I too worked at technical support in a University, and those students, ..... don't know what to say, they save stuff on the desktop (in Novell) and logout, then ask us their work has gone.

And our wallpaper of each desktop had an warning of this and an arrow point straight to the H drive (the shared drive)

And some other thing like they didn't know after you write something in word you have to save it (darrrrrr) and all sort of things.

But this case, I can't see why apple should give you a new iMac, as it's working now, also, plz ppl listen buy a external hard drive or somthing they are not expensive now a days, and they are life savers.

By saying that, apple doesn't have the best customer service team, at least not in the UK (or I should say in Ireland - where they are based)
 
A

AP_piano295

macrumors 65816
Mar 9, 2005
1,076
17
*note I think he's right about that hd fails its part of life but you still might be able to get your computer replaced if you bich enough.
 
snkTab

snkTab

macrumors 6502a
Nov 13, 2004
580
1
Cincinnati, OH
fuzzybassoon said:
I think that yes, you are being a bit unreasonable. If the computer does in fact work now, then they've done their part.

I work in tect support and see hard drives get corrupted all the time, PC and Mac, it happens. A recent survay at my university showed that 11% of students had their hard drives fail in the past year. It's your responsibility to keep backups, and it's good that you've started.

I wish you the best of luck with your repaired iMac.
Click to expand...

You are not being unreasonable. But Apple telling you no replacement isn't unreasonable either. But if your computer was super hot and super noisy because of the mid-plane design, then I don't see why you can't play the "extreme temperature resulting from the design flaw, causes excessive heat outside normal operating parameters, which caused the early degradation of the other components." I mean really, can they be 100% certain that something else won't fail after all that heat. Feel free to exaggerate by the way, it's your word versus their rules.

Apple of course will say that you had a problem, they fixed it. Hard-drives do fail. The fact that yours was just a data loss clouds this issue. But like the first reply said, complain complain complain. After all, it's like getting free money if you win.

Also, yes hard drives do fail a lot, but Apple uses high quality components, plus this computer is pretty new.
 
Chip NoVaMac

Chip NoVaMac

macrumors G3
Dec 25, 2003
8,888
31
Northern Virginia
I understand your pain. But 10 years with a WinBox and never needing a backup - you were lucky IMO. Just visiting a wrong website or answering an wrong email in a WinBox can ruin your day.

AP mentioned that you should "bitch like you have never bitched before". With the facts as you stated, there is no real reason to "bitch". Most if not all licensing agreements state that data loss is not covered.

Not sure when you bought your 20" iMac, but it does appear that Apple has been responsive so far. But your first problem was only 5 months ago. Then a week ago you had another problem. That caused you to have data loss. You would be in much better standing in your desires if two months from now you had another failure IMO. Hopefully you have AppleCare. If not, that maybe your bargaining edge to allow you to be grandfathered in.
 
Sdashiki

Sdashiki

macrumors 68040
Aug 11, 2005
3,529
11
Behind the lens
All the fluff in this thread, it all boils down to one thing:

your HD broke, ask for a new one.

Data loss is NOT warrantied, ever. How can you put a value on data?

Sucks that the MTBF (mean time between failures) of your HD was so crappy. But in reality, it happens and it happened to you.

Sounds like the components that got put into your machine, we lemons. You just got more than one lemon in the basket, that is your computer.

You COULD argue the original problems broke the HD, but I doubt that what happened. When a HD is not mountable the magnetically charged 0s and 1s are still on it, and you can get your stuff back off if you goto a disk doctor, or even try to hook it up to a linux machine or something.

Unless you somehow "let" the machine erase all the data on the HD, it is still there. But it sounds like you did, since you saw no "archive and install" option. Right then and there you should have stopped, the fact you didnt is YOUR fault and the sole reason your stuff is gone. Had you stopped you might have saved it.

All you deserve is a new HD, thats it.
 
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