Apple "Support" is a JOKE - I'll never buy another $3500 machine from them again.

[rob5]

So I bought a Mac Pro exactly one month ago. 2.66GHz with 4GB (4x1GB) Apple RAM. Everything was fine until two days ago.

I noticed that OS X was now only reporting 2GB of RAM instead of 4GB. So I opened the case, and noticed a red LED on the riser board for one of the memory sticks. I isolated the problem to this one memory stick; no matter what riser board or slot I put it into, it would display a red LED. Further, upon viewing the "Power On Self-Test" Diagnostics in System Profiler, I see:

Power On Self-Test:
Result: Failed
Failure type: Memory
Memory slot: DIMM 1/DIMM Riser B

So I figure I just need to get the memory stick replaced and I'd be good. So the lady on the phone says I can bring it to the "Genius" bar and they'd replace it. I go there today and after about 25 minutes of who knows what they were doing in the back room, the guy comes out and says that the riser board is bad and displaying "high temperatures" and that'd it'd need to be replaced and he'd have to order the part. He said he never saw any red LEDs and that there is no problem with the memory, despite me telling him what I said above. I also told him that I tried the first two memory sticks from the first riser board on the second riser board and it worked fine, so I doubt the riser board was bad. But he insisted.

So I tell him he can order the riser board if he wants, and then he says that I actually need to leave the computer there for days until the part comes in?! For "liability" reasons. What? It's a small riser board I can install myself. Why can't they order it and I'll bring the machine back once it's in and have it replaced? I use this for business and can't go "days" without it. That's not an option. Not to mention I don't need my $3500 machine in the back room for days without knowing who's touching it or eating their lunch on it.

And based on the observations above, and how other memory works fine on this riser board, I don't even think it's the problem.

Is this the type of support to expect from Apple with a $3500+ computer? I had a Dell 2405FPW monitor I used for 6 months and went dead one day after a power failure. Dell overnighted me a new one and it was here at literally 9AM the next morning.. total time: 14 hours, and I sent the old one back once I received it. Right now I'm seriously considering cutting my loses on this one and just going for a Dell.. at least I know they won't dick me around like this.

[Queso]

This is a constant gripe that Apple need to sort out. Since the Genius Bars became more widespread, Apple have stopped sending engineers round to user's homes to carry out repairs there and then like they used to. Macs for business tend to be in the smaller companies or for individuals. Being without the computer for days simply isn't an option.

So if anyone from Apple is reading this, we're not all home users using it to organise our photo collection.

[clevin]

well, Those "Genius" really aren't much better than anyone who play with computer for sometime, and they are far from "geek", its really funny apple call them "Genius", just to make normal user feel "admire" and "reliable", lol, its really funny.

[danny_w]

I had a Dell 2405FPW monitor I used for 6 months and went dead one day after a power failure. Dell overnighted me a new one and it was here at literally 9AM the next morning.. total time: 14 hours, and I sent the old one back once I received it. Right now I'm seriously considering cutting my loses on this one and just going for a Dell.. at least I know they won't dick me around like this.
I've never had to use Apple support except once when they made me go to the store for approval of a repair that should have been done over the phone (according to the Apple "Genius"). OTOH, I've never had anything but great support from Dell (similar to what you mentioned). Why can't Apple do as well?

[Sesshi]

I've actually never come across a Genius who is not ultra-helpful even for the smallest thing. I really think they're an asset for Apple. The problem is getting to see one of them in the first place... at least here in the UK.

But as the above poster alluded and is also my experience, Dell Latitude and Precision support blows seven kinds of snot out of Applecare for MB, MBP and Pro even when Dell aren't on the ball.

[Proto Media]

I just want to share this cause it annoys the hell out of me. So i bought a 23" aluminum cinema display, I have had it a little over a year with no problems. Recently it started getting the "pink halo" around the bezel of the screen, and since I do a lot of photoshop and color correcting in FCP, I cannot have a pink halo on my screen. I take it to the "apple fu**tard and he tells me that its going to be 400 to repair it. I can get a brand new 30" dell display for 1200, and that comes with a 3 year warranty. This guy is telling me that I have to pay 400, on top of the 2000 I already paid for this monitor. So he wants 2400 for this display, Thats 2 dells! Fu** apple support. I have been a long time apple user, never even had a PC. I have never had any products have problems, and now after 15 years I get one little problem and they Fu**ing shaft me.

I searched around for this problem, and it seems that a ton of the 23" have this pink halo problem, and apple just ignores it. How the hell do they call them a "professional calibur display" when they turn frickin pink?

does anyone know how to start a class action lawsuit, as I am sure there are a ton of people with this same problem who have all been told to go take a hike by apples retarded ass "geniuses"

Rant over, peace out---> I feel the pain Rob5

[Sesshi]

I don't get it. You don't buy Applecare, it's out of warranty, it breaks and you rage about it because you're a long-time Apple user without problems? How are Apple supposed to know that? You think they keep an Apple Friends list? You come across one of the people that the anonymous Genius railed about in this thread (http://forums.macrumors.com/showthread.php?t=259070).

[clevin]

sorry, misread.

[rob5]

I don't get it. You don't buy Applecare, it's out of warranty, it breaks and you rage about it because you're a long-time Apple user without problems? How are Apple supposed to know that? You think they keep an Apple Friends list? You come across one of the people that the anonymous Genius railed about in this thread (http://forums.macrumors.com/showthread.php?t=259070).

I'm glad to know a one month old machine is "out of warranty". Perhaps you should read the posts you reply to?

[clevin]

I don't get it. You don't buy Applecare, it's out of warranty, it breaks and you rage about it because you're a long-time Apple user without problems? How are Apple supposed to know that? You think they keep an Apple Friends list? You come across one of the people that the anonymous Genius railed about in this thread (http://forums.macrumors.com/showthread.php?t=259070).
oh, see, its its interesting that apple's product just be "healthy" for one year, is it calculated? interesting

I'm glad to know a one month old machine is "out of warranty". Perhaps you should read the posts you reply to?

I think he was talking about Proto Media's display, but still, a display that can only be "good" for exactly one year, and gong bad right after warranty expire, its just scary.

[skunk]

I'm glad to know a one month old machine is "out of warranty". Perhaps you should read the posts you reply to?He was clearly replying to Proto Media's post.

[Sesshi]

Should have quoted, shouldn't I? It was a long post so I decided not to. Perhaps you should read the replies before posting a reply to a reply, yeah? :p

Anyway I feel your pain rob5 - but Proto Media's not so much :p

[Neonguy]

I can relate to your problem you are going through. Apple Genius people are nothing but an average dense Mac user. Some know nothing about technical stuff. Every time I went to the Genius Bar to talk to one of them my problem to the Genius, they would eithor go on the Internet and look at Apple website to see what Apple say. Or give me some BS crap that I don't need to hear. I have 2 services there so far. One is my Mac Pro which ended me a lost time of 1 month and 1 weeks, which they didn't comprehent my lost like a free upgrade of some sort. They told me "Oh, we did a job with replacing your Mac G5 to a Intel Xeon, you get a nice upgrade" Which I already own a Mac Pro. Then there come a problem with my Apple Cinema 23 Display. It have pink hue, and they told me to Calibrate it for it to go away which I already did and refuse to swap it. They say they have to sent it back to the factory to have the display Calibrate for a fews week. I got mad and ask for refund and they ask for restocking fees. Unbelieavable and so unprofessional business! I guess it just range from different Apple Store though, some are run by idiot and some are not. However, I did find Apple Care phone support better. Atleast it more professional then run by all this complete idiot call themself Apple Genius.

But your 1 days lost is normal, and I could say it would be the same with other Company and can even take longer. Just be glad it's didn't take longer.

[clevin]

Should have quoted, shouldn't I? It was a long post so I decided not to. Perhaps you should read the replies before posting a reply to a reply, yeah? :p

Anyway I feel your pain rob5 - but Proto Media's not so much :p

u should, at least part of his post, I misread ur post at first time too.

[BornAgainMac]

It is possible the "riser board" is causing memory to fail over time. Regardless, too bad they don't fix it on site.

[CanadaRAM]

[proto]
$400 is completely normal for an out of warranty large screen LCD repair.

Cost of Dells, length of time you have owned Apples, whether 1 day over, 1 month over or 1 year over the warranty you bought = irrelevant.

Cost and effectiveness of B!^$#!*& on MacRumors = zero but priceless.

(see, I can use punctuation to beat the obscenity filters too.)

[Abstract]

I just want to share this cause it annoys the hell out of me. So i bought a 23" aluminum cinema display, I have had it a little over a year with no problems. Recently it started getting the "pink halo" around the bezel of the screen, and since I do a lot of photoshop and color correcting in FCP, I cannot have a pink halo on my screen. I take it to the "apple fu**tard and he tells me that its going to be 400 to repair it. I can get a brand new 30" dell display for 1200, and that comes with a 3 year warranty. This guy is telling me that I have to pay 400, on top of the 2000 I already paid for this monitor. So he wants 2400 for this display, Thats 2 dells! Fu** apple support. I have been a long time apple user, never even had a PC. I have never had any products have problems, and now after 15 years I get one little problem and they Fu**ing shaft me.

I searched around for this problem, and it seems that a ton of the 23" have this pink halo problem, and apple just ignores it. How the hell do they call them a "professional calibur display" when they turn frickin pink?

does anyone know how to start a class action lawsuit, as I am sure there are a ton of people with this same problem who have all been told to go take a hike by apples retarded ass "geniuses"

Rant over, peace out---> I feel the pain Rob5

Should have bought the extended warranty. Their warranty is only 1 year. If you didn't like it, then why didn't you either buy a Dell, or buy an extended warranty?

The guy was doing his job, and it sounds like he did it correctly. And if that's the kind of attitude you carry around, then I'm completely ok with him charging you $400. Happy holidays. :p

[Keebler]

well, that's not so great, but i think you're blowing it out of proportion. did you leave at the genius bar? If not, call apple and tell them to send you the part. i've had nothing but fantastic support through applecare.

your situation is unfortunate and i certainly don't like to see anyone with any issues with any type of computer. that said, saying you might go back to a dell? that's like a lexus owner saying they'll go back to a neon imho.

yuck.

i hope it gets fixed for you though. call apple again...explain that you use it for business and that's unacceptable.

So I bought a Mac Pro exactly one month ago. 2.66GHz with 4GB (4x1GB) Apple RAM. Everything was fine until two days ago.

I noticed that OS X was now only reporting 2GB of RAM instead of 4GB. So I opened the case, and noticed a red LED on the riser board for one of the memory sticks. I isolated the problem to this one memory stick; no matter what riser board or slot I put it into, it would display a red LED. Further, upon viewing the "Power On Self-Test" Diagnostics in System Profiler, I see:

Power On Self-Test:
Result: Failed
Failure type: Memory
Memory slot: DIMM 1/DIMM Riser B

So I figure I just need to get the memory stick replaced and I'd be good. So the lady on the phone says I can bring it to the "Genius" bar and they'd replace it. I go there today and after about 25 minutes of who knows what they were doing in the back room, the guy comes out and says that the riser board is bad and displaying "high temperatures" and that'd it'd need to be replaced and he'd have to order the part. He said he never saw any red LEDs and that there is no problem with the memory, despite me telling him what I said above. I also told him that I tried the first two memory sticks from the first riser board on the second riser board and it worked fine, so I doubt the riser board was bad. But he insisted.

So I tell him he can order the riser board if he wants, and then he says that I actually need to leave the computer there for days until the part comes in?! For "liability" reasons. What? It's a small riser board I can install myself. Why can't they order it and I'll bring the machine back once it's in and have it replaced? I use this for business and can't go "days" without it. That's not an option. Not to mention I don't need my $3500 machine in the back room for days without knowing who's touching it or eating their lunch on it.

And based on the observations above, and how other memory works fine on this riser board, I don't even think it's the problem.

Is this the type of support to expect from Apple with a $3500+ computer? I had a Dell 2405FPW monitor I used for 6 months and went dead one day after a power failure. Dell overnighted me a new one and it was here at literally 9AM the next morning.. total time: 14 hours, and I sent the old one back once I received it. Right now I'm seriously considering cutting my loses on this one and just going for a Dell.. at least I know they won't dick me around like this.

[Proto Media]

I think he was talking about Proto Media's display, but still, a display that can only be "good" for exactly one year, and gong bad right after warranty expire, its just scary.

THANK YOU!! for seeing my point. Look I know I didnt buy applecare, and I KNOW its out of warranty. The fact of the matter is that I STILL THINK IT IS RIDICULOUS THAT YOU PAY $2000.OO FOR A ****ING DISPLAY THAT IS SUPPOSEDLY "PROFESSIONAL" AND IT LASTS JUST OVER A YEAR.

conveinant that 14 months into owning it, it craps out and turns pink, and all apple says is o sorry pay 400 bucks or you get nothin. Dell includes 3 years for free!
THAT IS THE POINT.

[Abstract]

You knew the warranty terms before buying the machine, no? You essentially took a risk and you lost.

I feel bad for you, but you know that once that 1 year warranty is up, and your machine bums out after 12 months, they're not going to fix it for free anymore. I don't think what Apple did was unreasonable even if you'd think that their display SHOULD be problem free for longer than 14 months. It's not like they control these things. Some people have displays that have lasted for over 5 years with no issues. It's random bad luck.

Get the extended warranty next time to feel more secure, or get a Dell 24" even if it's less colour accurate. Calibrate often. Leave it turned on for 20-30 minutes before using it for anything requiring colour accuracy, and you're set, since you have their 3 year warranty.

[killr_b]

Replacement is an option from Apple.
I've had to do this once before on a G4 that stopped working after three weeks.
They overnighted me the new custom-built tower and I mailed back the other in its original box. No problem, one day.
Ask them about it 'cause I don't think they brought it up on their own. ;)

Peace out.

[clevin]

Get the extended warranty next time to feel more secure, or get a Dell 24" even if it's less colour accurate. Calibrate often. Leave it turned on for 20-30 minutes before using it for anything requiring colour accuracy, and you're set, since you have their 3 year warranty.

oops, where did u get these info about dell's LCD? a link plz?

[FFTT]

Apple does offer a ProCare plan, but I'm not sure about the specifics

The people at Apple have always treated me well online and at the Genius Bar.

I understand that having spent so much, it's not easy to cope with a problem, but at least they are not fighting you about getting it fixed.

While you may be an advanced user, Apple may not consider the riser assembly as a user serviceable item.

Your best option may be to speak with Apple Customer Relations to see if they
can help you avoid lost time with your system.

[Veritas&Equitas]

oops, where did u get these info about dell's LCD? a link plz?
Dell Manufacturing warranty on the monitors is 3 years standard. Common knowledge.

[clevin]

Dell Manufacturing warranty on the monitors is 3 years standard. Common knowledge.

im talking about those "problems" he listed, such as color adjusts frequently, warm up for 20 min, etc, etc.

[Neonguy]

You knew the warranty terms before buying the machine, no? You essentially took a risk and you lost.

I feel bad for you, but you know that once that 1 year warranty is up, and your machine bums out after 12 months, they're not going to fix it for free anymore. I don't think what Apple did was unreasonable even if you'd think that their display SHOULD be problem free for longer than 14 months. It's not like they control these things. Some people have displays that have lasted for over 5 years with no issues. It's random bad luck.

Get the extended warranty next time to feel more secure, or get a Dell 24" even if it's less colour accurate. Calibrate often. Leave it turned on for 20-30 minutes before using it for anything requiring colour accuracy, and you're set, since you have their 3 year warranty.

I think the problem is Apple skim out on their Warranty on their high price Apple Hardware. You only get 1 years, and 90 days to call Apple Care then they will stop talking to you. It's like they want to make a lot of Apple user buy Apple Care. They should make Apple Care cheaper. Spending $2,000 on it is expensive already so people will have a hard time putting in the extra for the Apple Care. They need to lower their Apple Care service if they want more people buying it. But, it's alway a good ideas to buy extended Warranty just to be safe when you are spending this much. Even if you have to pay so much like Apple notorious for everything being expensive.

[bousozoku]

THANK YOU!! for seeing my point. Look I know I didnt buy applecare, and I KNOW its out of warranty. The fact of the matter is that I STILL THINK IT IS RIDICULOUS THAT YOU PAY $2000.OO FOR A ****ING DISPLAY THAT IS SUPPOSEDLY "PROFESSIONAL" AND IT LASTS JUST OVER A YEAR.

conveinant that 14 months into owning it, it craps out and turns pink, and all apple says is o sorry pay 400 bucks or you get nothin. Dell includes 3 years for free!
THAT IS THE POINT.

It's a shame that it turned pink. It's a shame that you didn't think.

Buy AppleCare or a Dell monitor the next time but if you don't know the details, ask before you buy.

[Abstract]

im talking about those "problems" he listed, such as color adjusts frequently, warm up for 20 min, etc, etc.

Those aren't "problems", really. They're common for LCDs of any kind. LCDs get brighter after 5 minutes than when you first turn them on. Things level out after everything has warmed up.

Now shifting colours..........that's a problem, but not if you're watching movies, making movies, playing video games, etc. It's only important if you plan on printing graphics and photos, or going to press with a magazine design or something. This is also common for LCDs, but not the better ones like Apple uses in their 23" and 30". ;) Dell's 30" is good, while all their LCDs smaller than 20" will suffer these problems. MacBooks, MBPs, and iMacs will have these problems, but I guess you shouldn't really expect super-colour accuracy from such displays, especially the MacBook display.

[Eraserhead]

Look what you have to do in this case is to make a fuss, tell the staff that it's unacceptable for you not to have the machine, what you have to do is to push, talk to the manager, customer relations and if none of that works, talk to Steve Job's office. Don't swear (especially) or shout at them, try and stay calm. If after all of that they can't help buy from another company, but TBH most companies offer bad support from time to time.

Though I have to admit Apple are being unnecessarily bad on this in a few ways, why they need the machine for liability is crazy, surely you could give them your credit card number (as at a hotel)? Also I get the feeling from several members including Sesshi (who has posted here) that their business support is subpar and could do with improvement, maybe leave Apple some feedback saying so when they ask post-repair, if you don't tell them what is wrong they can't improve.

[Maxx Power]

You knew the warranty terms before buying the machine, no? You essentially took a risk and you lost.

I feel bad for you, but you know that once that 1 year warranty is up, and your machine bums out after 12 months, they're not going to fix it for free anymore. I don't think what Apple did was unreasonable even if you'd think that their display SHOULD be problem free for longer than 14 months. It's not like they control these things. Some people have displays that have lasted for over 5 years with no issues. It's random bad luck.

Get the extended warranty next time to feel more secure, or get a Dell 24" even if it's less colour accurate. Calibrate often. Leave it turned on for 20-30 minutes before using it for anything requiring colour accuracy, and you're set, since you have their 3 year warranty.

So, you are telling me that buying an Apple computer or component is a risk ?
Thought Apple had at least some type of reputation that was positive.

[clevin]

Those aren't "problems", really. They're common for LCDs of any kind. LCDs get brighter after 5 minutes than when you first turn them on. Things level out after everything has warmed up.

Now shifting colours..........that's a problem, but not if you're watching movies, making movies, playing video games, etc. It's only important if you plan on printing graphics and photos, or going to press with a magazine design or something. This is also common for LCDs, but not the better ones like Apple uses in their 23" and 30". ;) Dell's 30" is good, while all their LCDs smaller than 20" will suffer these problems. MacBooks, MBPs, and iMacs will have these problems, but I guess you shouldn't really expect super-colour accuracy from such displays, especially the MacBook display.

errrr... just wonder if you are implying that apple's lcd is betterthan dell's in quality, if so. would like to see some sources for that. :rolleyes:

[Sweetfeld28]

First off why didn't you call AppleCare first? I mean, if the RAM was the problem, it is listed on Apple's Support page as being a DIY repair [may not be entirely correct in that this computer is a Intel Mac Pro, and they are not yet listed on the page], but it is a DIY repair for almost every other model excluding the Intels.

However, AppleCare would of shipped him out a RAM replacement(s), and had them on his doorstep the next day. I am only saying that he should of called AppleCare first because, A] he would of most likely gotten the correct answer the first time, and B] wouldn't of had to care his heavy and expensive computer into the Apple Store [where they have given me bad advice on more than one occasion].

Now, I feel for the OP, in that I have had a similar situation regarding my tower while the Firewire Ports quit working just after my AppleCare ran out. But oh well, thats life.

[Bobjob186]

We know more than 80% of the "Genius" people. Guaranteed.

[mjstew33]

I can see that the above poster above the useless post above mine(Sweetfeld28) is trying to get things back on topic - so can we PLEASE stop spamming the s#!* out of this guy's thread about some guy who didn't understand a "1 year Limited Waranty Policy"? Maybe you just had a dud? Ever think of that - to the dude with the pink 23" ACD.

Get back on topic. :rolleyes:

[Keebler]

So, you are telling me that buying an Apple computer or component is a risk ?
Thought Apple had at least some type of reputation that was positive.

it's hardware...anyone can anything fail at any time. anyone who can't realize that, shouldn't be buying anyone's hardware....

[carlos700]

I really feel bad for these people with the issues.

Although, not all Apple Geniuses are bad. I had a 1.25GHz eMac that fried a logic board. I took it to the store, a week later I left with a 2GHz Core 2 Duo iMac with Wireless Keyboard and Mouse. Did not pay an extra red cent.

[phungy]

I really feel bad for these people with the issues.

Although, not all Apple Geniuses are bad. I had a 1.25GHz eMac that fried a logic board. I took it to the store, a week later I left with a 2GHz Core 2 Duo iMac with Wireless Keyboard and Mouse. Did not pay an extra red cent.

Nice!

[Sweetfeld28]

Carlos—

You are one lucky bastard. [ i don't really mean that, ok maybe just a little :D ] But, that is one Sweet deal.



Hmmm. Gets me thinking my G4 for a Mac Pro? Thats it i'm going to an Apple Store tomorrow. lol.

[aquajet]

THANK YOU!! for seeing my point. Look I know I didnt buy applecare, and I KNOW its out of warranty. The fact of the matter is that I STILL THINK IT IS RIDICULOUS THAT YOU PAY $2000.OO FOR A ****ING DISPLAY THAT IS SUPPOSEDLY "PROFESSIONAL" AND IT LASTS JUST OVER A YEAR.

Yeah, well, **** happens.

Sooner or later, you're going to have to learn that $2000, not even $2000 quadrillion, are going to buy you perfection.

[Abstract]

errrr... just wonder if you are implying that apple's lcd is betterthan dell's in quality, if so. would like to see some sources for that. :rolleyes:

Rolling your eyes is a pretty bad habit and may come off as rude. :rolleyes:


Ever use the search function, or Google? (http://forums.macrumors.com/showthread.php?t=252327&highlight=S-IPS+S-PVA) :rolleyes:

Wikipedia (http://en.wikipedia.org/wiki/TFT_LCD#IPS)

Ever wonder why Apple LCDs are and have been SWOP certified for so long (possibly since they were introduced)?? I'm sure if you read the links, you'll understand why ACDs are so acclaimed........we're talking about colourimeter tests relative to a reference colour/monitor. :rolleyes:

[hanschien]

Apple does offer a ProCare plan, but I'm not sure about the specifics

ProCare is a service offered at Apple Stores that offers one on one personal training, Fast Track priority, advanced reservations, yearly tune-up, and file transfer service from your old computer to a new Mac.


Should have bought the extended warranty. Their warranty is only 1 year. If you didn't like it, then why didn't you either buy a Dell, or buy an extended warranty?

AppleCare Protection Plan is not an extended warranty. Apple only offers 1 year limited warranty. APP extends your computer's (plus monitor, keyboard, mouse) 90 days of support and 1 year repair coverage to 3 years of support; from the original date of purchase.

[clevin]

That's twice you rolled your eyes now. :rolleyes: It's a pretty bad habit.


Ever use the search function, or Google? (http://forums.macrumors.com/showthread.php?t=252327&highlight=S-IPS+S-PVA) :rolleyes:

Wikipedia (http://en.wikipedia.org/wiki/TFT_LCD#IPS)

Ever wonder why Apple LCDs are and have been SWOP certified for so long (possibly since they were introduced)?? I'm sure if you read the links, you'll understand why ACDs are so acclaimed........we're talking about colourimeter tests relative to a reference colour/monitor. :rolleyes:

no way, i absolutely only rolled once.
wiki is talking about tech issue, not quality issue, im sure with high quality control, both apple and dell can make good products with their respective tech.

[Neonguy]

Dell beat ACD in term of qaulity control. Dell garantee your screen to be dead/stuck pixels free. The backlight is even and uniform color without color shifting. ACD have better color accuracy, text is more crisp, look sexier, but they tend to alway have stuck pixels, uneven backlight and color shift.

[Neonguy]

Oops double post.

[Abstract]

^^So what if that's true? Everything I said before about the displays still stands, regardless of whether it's a technology issue or not. That's what you asked me about, no?

AppleCare Protection Plan is not an extended warranty. Apple only offers 1 year limited warranty. APP extends your computer's (plus monitor, keyboard, mouse) 90 days of support and 1 year repair coverage to 3 years of support; from the original date of purchase.

Well Apple extends the warranty they give you for another 2 years. The coverage is for manufacturer's defects, not damage of any sort.

Oh, and the 90 days of support isn't really true. I can (and have) called Apple after 90 days and never been charged, as long as I'm talking about a warranty issue. If I have trouble with trying to make a movie in iMovie, then I might need to pay.

[danny_w]

Oh, and the 90 days of support isn't really true. I can (and have) called Apple after 90 days and never been charged, as long as I'm talking about a warranty issue. If I have trouble with trying to make a movie in iMovie, then I might need to pay.
But several people on here have said that Apple requires a credit card from you after 90 days before they will even talk to you, just in case.

[FFTT]

It's difficult when you have a hardware failure to do anything much more than to take it in and have it repaired, but for most general support you've got MacRumorsCare :D
just about 24/7 here.

I have a well established, highly knowledgable Apple Sales rep at Apple who handles all my purchases
and that makes a tremendous difference in long term support.

[ChrisA]

So I bought a Mac Pro.... Right now I'm seriously considering cutting my loses on this one and just going for a Dell.. at least I know they won't dick me around like this.

So you are going to run Final Cut Pro or Aperture on your Dell?

[rob5]

So you are going to run Final Cut Pro or Aperture on your Dell?

No, I don't use those. No problem for me.

[FFTT]

I understand your frustration, really but turning back to the dark side of
Windows or Vista when Apple is perfectly willing to repair your machine,
seems a bit extreme.

I would call Apple Customer Relations and talk to them.

[Queso]

I couldn't see a thread, but I thought this (http://www.channelregister.co.uk/2006/12/09/apple_uk_mail-in_repair/) just about sums up Apple "Support" at the moment. Customers who've paid up for a service suddenly find out the service has completely changed without notification.

Simply not good enough Apple. Maybe they think concentrating resources on winning new customers is preferable, but I can imagine a lot of those new people walking once Apple gives them the runaround.

Dell are losing customers (and stock value) because their Support service went south. Are Apple so stupid they want the same thing to happen to them?

[interlaced]

I've sat at a genius bar at one of the Apple Stores here while they ran diagnostics on my machine. I watched a BUNCH of people come by with problems and all of them that needed repairs were told by the geniuses that they'd order the part and have them come back with the computer when it came in to do the repair. Not sure why they're making the OP leave his computer there when they won't even be working on it til the part arrives.

[Maxx Power]

it's hardware...anyone can anything fail at any time. anyone who can't realize that, shouldn't be buying anyone's hardware....

That reasoning has no reason why it can't go both ways, for the makers of hardware. If they realize there are failing machines due to materials or worksmanship, they should cover the product over the "high risk period", which should be determined by at least in part, by the price of the product. So, for a several thousand dollar, that period, should be in my opinion, more than 1 year. Let's see here, Dell seems to agree, BenQ seems to agree, Acer seems to agree, on expensive monitors, that even means a 200 dollar monitor by Acer, also LG, Samsung even offfers "zero-pixel defect" policy.

[Neonguy]

That reasoning has no reason why it can't go both ways, for the makers of hardware. If they realize there are failing machines due to materials or worksmanship, they should cover the product over the "high risk period", which should be determined by at least in part, by the price of the product. So, for a several thousand dollar, that period, should be in my opinion, more than 1 year. Let's see here, Dell seems to agree, BenQ seems to agree, Acer seems to agree, on expensive monitors, that even means a 200 dollar monitor by Acer, also LG, Samsung even offfers "zero-pixel defect" policy.

*SIGH* I do wish Apple try harder on this part. They were so great in the past, what have happen to them in term of qaulity control? It is because they are selling more of their product now that qaulity control don't matter to them as much as before? Also, support back then was much better in my opinion.

[Arnaud]

I bought an iMac 2 years ago, and the DVD unit started to act stupid a little after 1 year (spitting cd's out, and increasing failure rate for burning dvd's). Changing the internal unit was way too expensive, compared to buying an external dvd-burner (with higher specs).
I thought: cr*p, I wish I still had a warranty. But I kinda learnt my lesson.

I bought a new iMac 2 months ago, and I paid for the extended Apple Care, so that anything wrong happening in the next 3 years should be covered.

I agree that screens should last more than 1 year, and they do statistically, but warranty is about the bad-luck accidental one here and there - which happens to be yours.

If you're not extra-rich, you should consider that Apple Care is not an option, but an obligation, and part of the real price. (If you're extra-rich, you'll dump your machine with the first problem on eBay, and buy the newest one anyway).

Btw, I bought my TV with an extended 3-year warranty, and my washing-machine with an extended 5-year. It's not limited to Apple: you have to consider how much security you want for any appliance. Nobody offers 10-year warranty nowadays, and there is a reason to that.

Conclusion: yes, Apple monitors are more expensive than Dell's, esp. including Apple Care; now, it's your choice to settle for one or the other model.