Apple/Mac: Disappointed So Far

[sunsnewmac]

Best By barely sells Macs. Right now they have one floor model MBP left and that's it and I think I know why. The only people taking their laptops into the store for repairs yesterday happened to have Macs. I got my MB a few days ago and have been disappointed so far. Hearing the girl in front of me talk about her problems made me realize maybe Macs aren't all they're cracked up to be, especially given their hefty price tag.
First off, customer support seems mediocre at best. Best Buy had to take care of a serial number registration problem we were having with our new MB and for 2 days their manager has not been able to get help--and that's a major retailer calling them!
Then there is this bad networking problem I'm having, in which our desktop PCs float in and out of the Network area on the Mac (mostly out). It just refuses to maintain a stable home network, even after I reformatted and reinstalled the OS. We've networked our PCs for years without any problems.
Sure MBs are cute, but I am wondering if the anti-windows/mac snobbery thing is just a sign of insecurity and a need to defend purchasing an overpriced product?
I'll be expecting a wave of assaults from all the Macfolk out there, so bring it on!:cool:

[ChickenSwartz]

First, don't deal with Best Buy for help. Call AppleCare or better yet take it to an Apple store.

Second, post the specific networking problem you are having and someone will help you. I had problems with networking, a lot of people do and it is usually the router. That's what happened to me. Maybe you need to update the firmware.

[deadpixels]

i had actually the opposite problem, networking my mac in a work pc network never was a problem but the win pc's somtimes work sometimes not for no reason whatsoever! but if you don't like your mbook, just give it to me and go back to the darkside :D

[dpaanlka]

Best Buy isn't Apple. Carrying Apple products is a "prestige" thing for Best Buy more than anything else. Best Buy employees know NOTHING about Macs and really aren't inclined to care. Best Buy doesn't carry many Macs because few people that buy and use Macs actually go to Best Buy - we've had 20+ years of being "trained" into knowing what stores have quality Mac sales and support, and which stores do not, and Best Buy falls into the later category. If you want a pleasant Apple experience, you should deal with the very trained Apple employees at Apple stores, or at small Apple dealers that usually are "into" the computers they're carrying.

So there.

[gauchogolfer]

Sure MBs are cute, but I am wondering if the anti-windows/mac snobbery thing is just a sign of insecurity and a need to defend purchasing an overpriced product?

I'll be expecting a wave of assaults from all the Macfolk out there, so bring it on!:cool:

Is someone trying to stir up trouble?

As has already been posted, what is your networking problem? Also, blaming Apple for BestBuy's crappy support is kind of ridiculous, don't you think?

[miniConvert]

It'd be great to hear more details on your networking problem so we can try and help you :)

FWIW I have operated Mac's in a Windows network environment and Windows PC's in a Mac network environment and have been very happy with the cross-compatibility. At home my iTunes library is actually on a Windows share, and my Mac mini plays ball with that just fine.

[ChickenSwartz]

BestBuy's crappy support

I try not to listen (whether I am talking to them or overhearing) to people at BestBuy. The guys who sell have no formal training on computers ASFAIK and it shows. The Geek Squad folk do know computers but I think they are pushed hard to sell stuff instead of truly solve problems and help customers.

I buy from BestBuy but do ALL the research myself and turn to MacRumors if I have problems:D .

[sunsnewmac]

Hi
Actually I wasn't going to Best Buy for help with the Mac, but might have to because I can't register my serial number with Mac and they have to take care of that for me. Best Buy has been pretty nice to us actually.
Also I posted many times about the networking problem and no one seems to be able to help :(

[gauchogolfer]

Hi
Actually I wasn't going to Best Buy for help with the Mac, but might have to because I can't register my serial number with Mac and they have to take care of that for me. Best Buy has been pretty nice to us actually.
Also I posted many times about the networking problem and no one seems to be able to help :(

Could you link to your thread?
You've just joined in March, and today's the 4th...how many times could you actually have posted?

Anyways, people are generally very quick about helping, so just give it some time.

[sunsnewmac]

I've posted at least 3 other times. Just click on my username and you should bring up the posts.
To answer the prev question about the router firmware, I got a (next-gen) wireless N so it's as new as can be. Internet sharing works fine for the MB but networking is buggy.
Also, I called Apple Care but they won't help until I get my serial number cleared up. The MB I bought was open box, so someone must have already registered it and it's causing a problem.

here is one of my posts:
http://forums.macrumors.com/showthread.php?t=284687

then I posted right before I got a new wireless router so this one is out of date:
http://forums.macrumors.com/showthread.php?t=284499

and this is when I decided to reformat/reinstall which was cool in general but didn't help the networking issue:
http://forums.macrumors.com/showthread.php?t=284718

[TheAnswer]

You should update your older threads to update everyone to look at the thread that represents your current setup, just so our efforts can be put towards solving the problem as it exists now, instead your old setup.

Good luck!

[janey]

To answer the prev question about the router firmware, I got a (next-gen) wireless N so it's as new as can be. Internet sharing works fine for the MB but networking is buggy.
If it's a non-Apple 802.11n router and/or you're using with other non-Apple computers with pre-802.11n support, it's going to be buggy, period. The idea is that the 802.11n standard is well more than a year off from being officially a standard, so right now manufacturers are just throwing out products that conform to draft standards which aren't complete and don't always include everything necessary for a flawless setup.

The Geek Squad folk do know computers but I think they are pushed hard to sell stuff instead of truly solve problems and help customers.
Unless there was some other problem, if you were actually competent at tech support and computer repair, you would not be doing Geek Squad, you'd be off somewhere else making $50/hour.

I think even the Apple Store Genius position pays on average better than Geek Squad too, and it's not like Apple pays that much.

[sunsnewmac]

yes sir
i did that just now

[sunsnewmac]

Hi
Actually I had the same problems when using my regular wired ethernet router too, so it's not the N. In fact the N improved the network but not entirely

[bearbo]

I've posted at least 3 other times. Just click on my username and you should bring up the posts.
To answer the prev question about the router firmware, I got a (next-gen) wireless N so it's as new as can be. Internet sharing works fine for the MB but networking is buggy.
Also, I called Apple Care but they won't help until I get my serial number cleared up. The MB I bought was open box, so someone must have already registered it and it's causing a problem.


where did you buy it from, you should deal with the person/entity that you bought it from regarding the registering serial number issue. if it's already registered to someone else, apple's not gonna just move it over to you, the person who previously registered it has to do so (or the store that got the return)

[ChickenSwartz]

where did you buy it from, you should deal with the person/entity that you bought it from regarding the registering serial number issue. if it's already registered to someone else, apple's not gonna just move it over to you, the person who previously registered it has to do so (or the store that got the return)

He already said from BestBuy. BestBuy has been trying to fix it but can't get in touch with Apple.

And to comment on the problem....
This is obviously a BesyBuy problem, they should not re-sell returns if they can't handle this. You should ask to speek to the boss of the person who has been having no luck. Insist that they fix the problem or trade you for a new one.

[sunsnewmac]

bear: that's exactly why I was at Best Buy...

[sunsnewmac]

Yes I agree, the SN problem is Best Buy's. I know that and that is why they are calling Apple for me.

That is seperate from the networing issue, which I can't solve directly with Apple Care because of the SN problem

Is it clearer now?

My overall disappointment with the MB is mainly about the networking issues I'm having. If you review my posts you can see what I am experiencing and maybe offer some possible solutions.

To summarize, the MB sometimes sees the PCs shared files, and sometimes doesn't.

The PCs appear and disappear from the Networking area on the MB (and on whichever PC it's miscommunicating with too).
Internet has been fine.
PC-PC sharing is fine.
All are powered on, all are online.

[ChickenSwartz]

Yes I agree, the SN problem is Best Buy's. I know that and that is why they are calling Apple for me.

That is seperate from the networing issue, which I can't solve directly with Apple Care because of the SN problem

Is it clearer now?

My overall disappointment with the MB is mainly about the networking issues I'm having. If you review my posts you can see what I am experiencing and maybe offer some possible solutions.

To summarize, the MB sometimes sees the PCs shared files, and sometimes doesn't.

The PCs appear and disappear from the Networking area on the MB (and on whichever PC it's miscommunicating with too).
Internet has been fine.
PC-PC sharing is fine.
All are powered on, all are online.

I know they are separate problems. I just have no idea about the networking thing. Sorry. Good luck.

[sunsnewmac]

by the way thank you all for your help. I'm sorry if I sound angry, I'm just frustrated:(

[TraceyS/FL]

Unless there was some other problem, if you were actually competent at tech support and computer repair, you would not be doing Geek Squad, you'd be off somewhere else making $50/hour.

I think even the Apple Store Genius position pays on average better than Geek Squad too, and it's not like Apple pays that much.

HA - not necessarily. I worked at BB selling cameras and then in Customer Service. Our stores (i worked in 2) had a department Supervisor that SHOULD have been working somewhere making $50/hr+, but seriously quit that job because of stress. He'd be the one i'd want to show up at my house to fix something :D

But, my Team of Managers strived to hire only knowledgeable people, especially in computers, and they paid them well (pushing 1/2 of your $50 figure).

To the OP - we were having way weird networking yesterday, but replacing our router helped. As did changing from WPA2 to WPA, and then we had to pick the other type of key. I'm not in front of the router - so i can't check that, but when we found what worked on the Mac, it went rock solid.

[applemacdude]

llort

[SMM]

by the way thank you all for your help. I'm sorry if I sound angry, I'm just frustrated:(

Perhaps you should seek professional help for your network and frustration. :confused:

[zap2]

Never go to Best Buy for support...go to Apple, they know what they are talking about. As for your networking w/ PC, thats odd. I've had little problem w/ my Mac and its network, after I sent it up. I no longer use it w/ a PC, but when it network with Macs oh what joy.

Talk to Apple about networking w/ PCs see what they tell you

[greenmeanie]

I get right threw when calling apple? I don't get how Best Buy can't get a hold of them.

[sunsnewmac]

yes
for the last time please, I'm not going to BB for support OK?
and I actually did call Apple and got right through but like I said they can't help me because the S/N was registered to someone else and BB needs to fax them the bill to show that I just bought it the other day and to renew my AppleCare free 90 days phone support.
If BB can't fix this soon I will have to return the MB.

[jsfpa]

Take a peek at this.



http://forums.macrumors.com/showthread.php?t=54704&highlight=windows+networking+tutorial

[failsafe1]

Wow instead of expecting a wave of assaults from the Mac folk you will actually experience a wave of support and compassion from us. Sorry for your trouble. The only real problem you have had so far is a lack of support from the people you purchased the machine from. Best Buy. Post your specific troubles and perhaps we can help. If you really don't like the machine then no troubles needed. Simply return it and move on.

[TraceyS/FL]

The Ops Manager is the one that has to deal with it more than likely, and the person that handles it at Apple might not be there until Monday. This kind of stuff was never as easy as anyone would like to think (DirecTV issues where so much fun - not).

I take it you didn't buy Apple Care (which extends the phone service past 90 days).

That said, their should be a Manager willing to call Apple and see what can be done NOW. The Ops Manager would have been in the store today - it's payroll day.

How much of a deal was the open box?

[sunsnewmac]

Hi
Yeah I actually linked to that awesome thread in my first post on MacRumors
(in other words, been there done that :))

[sunsnewmac]

I do appreciate all the support from this forum
Yes I do know that BBG is responsible for this SN problem which is why the department supervisor is (attempting to) deal directly with Apple to take care of that. In any case it looks like Apple will require them to fax my bill, so there is nothing I can do.
No I didn't purchase the extra AppleCare because I was supposed to get the 90 days free. As a rule I don't purchase extra tech support (that's why you gus are for:rolleyes: )
So my goal from BB is to get them to renew my SN with Apple and if that fails I will have to get another MB from somewhere else down the road
The open box wasn't a huge savings, but it was good enough for me to jump at the opportunity. It was $999 Canadian for the MacBook white 2 Ghz coreduo w/ superdrive etc (MA255 model I believe). Less than $200 off. For all these hassles I'd have preferred purchasing direct from Apple!

[TraceyS/FL]

The Apple Care is more than phone support though - translate that same used to work at BB - to always buy a service plan on an open box deal. You don't know what the heck the person did to it while they had it.

The department Supervisor can get it done - but they have to stay on the floor which is probably why it's not happening at a great speed.

I hope they get that sorted out soon for you, it's frustrating to deal with it.

[emac82]

The only thing Best Buy needs to do for you is to fill out an Apple Warranty Reset Form and fax it to Apple, and it will reset the warranty so you can register. They shouldn't have to call, unless of course they aren't aware of the procedure.

I work for an Apple reseller in Canada (not an Apple Store) and we provide our customers with great service and most of our staff is very knowledgeable when it comes to Macs. If they are a new employee who hasn't used Apple computers, sometimes it takes a little for them to get used to it.

Future Shop (who is now owned by Best Buy) recently started selling macs and they are doing a terrible job at it. I get so some complaints it's not even funny. They don't want to sell them, they don't want to learn them, it's sad because these people are forking out big dollars and they aren't even getting great service.

I had a customer in today who bought an iMac from us back in September, and she had bought a Canon DVDCAM from Future Shop, and she told them she was using a mac. They told her it would work "No Problem"..Well, this model doesn't have firewire, or even USB, so she has no way to sync it with iMovie (she has to buy an external box now, which is about $200CAD to get it to connect to her Mac)..They should have sold her a Firewire model, because even USB doesn't work with iMovie..But no, because of their lack of Apple knowledge, instead of selling her a comparable model for about the same price, she's screwed..She bought it at Christmas time and only got around to trying to edit it now..I feel bad for her..

[sunsnewmac]

wow that's too bad
:(
I am learning my lesson. If I have to get a new Mac (if Best Buy doesn't come through for me) I will buy it from a real Mac place/Mac store online
The BB supervisor did say something about faxing but I guess he wants to talk to someone first? Who knows. I am thinking of calling Apple again to see if they woudl be satisfied if I faxed a copy of the bill myself to get the process rolling.

[emac82]

Yeah, usually if you can provide a proof of purchase to Apple they have no problem registering the warranty to you.

[sunsnewmac]

do you know what Apple number I need to phone/fax?

[emac82]

do you know what Apple number I need to phone/fax?

Try calling 1-800-MY-APPLE

[sunsnewmac]

The Canadian tech support just shut down for the weekend so i'll have to wait.
In case I do have to return it to BB, does anyone know any Vancouver/Canadian dealers who might have the MA255, which is the 2 Ghz processor with 512 RAM & SuperDrive? The newer ones are exactly the same but with 1 GB of RAM. They are $1499 and that's more than I can spend. This discontinued open box model was $999, and the $500 is what makes putting up with BB worthwhile. Or is it?:o Can you believe they've had 3 days to fax my info to Apple and still haven't done it? Sheesh:mad:

[emac82]

The Canadian tech support just shut down for the weekend so i'll have to wait.
In case I do have to return it to BB, does anyone know any Vancouver/Canadian dealers who might have the MA255, which is the 2 Ghz processor with 512 RAM & SuperDrive? The newer ones are exactly the same but with 1 GB of RAM. They are $1499 and that's more than I can spend. This discontinued open box model was $999, and the $500 is what makes putting up with BB worthwhile. Or is it?:o Can you believe they've had 3 days to fax my info to Apple and still haven't done it? Sheesh:mad:

Here are some CompuSmart's in BC

http://www.compusmart.com/OurStores.aspx

The new C2D MacBook with SuperDrive is $1449.99 not $1499.99

That's a good deal though, for $999.99...I'm sure if you keep hounding them it'll get done, I guess you will just have to be patient.

[failsafe1]

I would think 500 is worth the trouble that has occurred. I think the thread should go with unsatisfied with Apple to putting up with BB

[sunsnewmac]

I would think 500 is worth the trouble that has occurred. I think the thread should go with unsatisfied with Apple to putting up with BB

The thread is heading in that direction, definately:o
But I'm still spooked about the networking issue

I also need to correct what I said earlier. There are 3 semi-significant differences between the MA255 I got and the newer model of white MB. First, I believe the MA255 has a 2 Ghz Core Duo, not the Core2Duo like the newer model. I also think the SuperDrive on the new one supports double-layer. And the newer one has an 80 GB HD, not a 60 GB. So it's not just the RAM!

Is it still worth the $500 savings?

[johnmartin78]

People should stop shopping at Best Buy all together.Or most big electronics retailers for that matter.9/10 of their employees are pretty much the noobest people you're going to find.When you ask them anything halfway advanced you can see that.I 100% prefer to pay a tad bit more at a locally owned computer/electronics shop and get better service from a person that actually knows what he/she is doing.

[emac82]

The thread is heading in that direction, definately:o
But I'm still spooked about the networking issue

I also need to correct what I said earlier. There are 3 semi-significant differences between the MA255 I got and the newer model of white MB. First, I believe the MA255 has a 2 Ghz Core Duo, not the Core2Duo like the newer model. I also think the SuperDrive on the new one supports double-layer. And the newer one has an 80 GB HD, not a 60 GB. So it's not just the RAM!

Is it still worth the $500 savings?

Well, the processor is faster and there are less known issues with the C2D's over the CD. To upgrade the ram from 512MB to 1GB would cost about....$130+ CAD. Hard Drive upgrade is worth about $125+...I wouldn't be so concerned about the dual layer....You will likely upgrade the ram, but if 60GB is enough for you then I would keep it.

[sunsnewmac]

Well, the processor is faster and there are less known issues with the C2D's over the CD.

Pray tell, what are the "known issues"?:eek:

20 GB of extra HD space is nothing as far as I'm concerned. I already have a large external drive. The extra RAM I think I can get a deal on in the future (not from BestBuy :p :mad: :))

[emac82]

Pray tell, what are the "known issues"?:eek:

20 GB of extra HD space is nothing as far as I'm concerned. I already have a large external drive. The extra RAM I think I can get a deal on in the future (not from BestBuy :p :mad: :))

They had random shutdown issues, which were corrected with firmware updates, that was the most common one. Also, they run a little hotter than the C2D, plus the C2D's are 64-bit, so it's more future proof...

[sunsnewmac]

UPDATE: The Compromise

Best Buy finally called Apple!

The bad news is that Apple will not renew the S/N on this product:eek: That means I cannot go through Apple directly unless I want to pay for AppleCare, which I don't.

The good news is that Best Buy offered me some financial compensation to make up for the lapsed Apple warranty. It is a decent enough amount to make me not want to return it. Best Buy will still cover me for 1 year of free tech support.

Everybody's happy (sort of):cool: .

[Gee]

UPDATE: The Compromise

Best Buy finally called Apple!

The bad news is that Apple will not renew the S/N on this product:eek: That means I cannot go through Apple directly unless I want to pay for AppleCare, which I don't.

The good news is that Best Buy offered me some financial compensation to make up for the lapsed Apple warranty. It is a decent enough amount to make me not want to return it. Best Buy will still cover me for 1 year of free tech support.

Everybody's happy (sort of):cool: .

But you still didn't sort your networking issues, right?

[sunsnewmac]

no--networking issues remain unsolved :(

[TraceyS/FL]

OK, but see - i'd want to know WHY they won't cover it. That seems really really odd to me.....

I'd really suggest Apple Care - there has to be something that Apple knows. Will they tell you why they won't renew it?!

[sunsnewmac]

I can't deal directly with the Department that works with resellers like Best Buy. I can only call Apple tech support. They don't know about things like vendors renewing date of sale, resetting warranty, or clearing the S/N. So I can't really get a straight answer other than what the BB guy told me, which is that Apple said too much time had lapsed from when the S/N was first registered.

[failsafe1]

You could consider using the extra cash to get the applecare warranty. Two years of Applecare is a sweet thing. Every Apple laptop I have had as needed something that Applecare covered. A motherboard, two superdrives (on the same machine) and it was nice to take it into my Apple dealer down the street from my office and pick it up the next day like new for free!

[jaw04005]

OK, but see - i'd want to know WHY they won't cover it. That seems really really odd to me.....

In the world of retail, it doesn't seem all that odd to me.

Between May and November 2006
Apple ships Best Buy a MacBook.
Best Buy sells MacBook.
Customer returns MacBook.
Best Buy fails to return open box product to the manufacturer for credit, and instead discounts item.

Feburary 2007
Best Buy sells MacBook again.
Apple refuses to fully honor original 1-year warranty because Best Buy failed to return the open box product.

Unfortunately, none of this matters to the consumer, and largely Apple comes off as the bad guy.

I would personally demand Best Buy give you AppleCare on the item for free or at the very least provide a Best Buy warranty on the item.

[TraceyS/FL]

It only seems odd because i'm sitting here in my BB Sweatshirt that i earned one night.... but I worked in Customer Service and in the Office (i would have probably have been the one talking to Apple in my store).

I don't understand why BB took it BACK so long out of original purchase... that whole history is what i want to know. Heck, I was at a store for training and ended up doing a HUGE investigation - it was fun :D

Anyway, the whole thing is just strange.

But ya, i'd buy Apple Care OR the BB service on it. Make them eat some of the cost.

[emac82]

You should be able to call Apple and provide them with your proof of purchase to get your full warranty. People do it all the time with iPods if they forget to register them. UNLESS, the only way you are going to have a problem is if:

Customer bought MacBook from Best Buy.
MacBook died a few months later..
Customer caused a stink and Best Buy just replaced the MacBook for the customer, even though it was out of the DOA period.
Best Buy now has a broken MacBook, and they get it "refurbished" from Apple, and are trying to sell it as new.

Now, this may not be the case at all, but really it's one of the only valid reason I can see your warranty not being 1 year...or like Tracey said, they returned it a few months later just because...

Either way, Best Buy knows FULL well why you aren't getting your warranty, unless they really just don't know what they are doing, which I deem highly unlikely since they are seling Apple computers everywheres...Or the employees are just really dumb. But if they are compensating your financially, then I'm sure a little less warranty will be worth it.

Tell them to sell you AppleCare at their cost :)

[TraceyS/FL]

Tell them to sell you AppleCare at their cost :)

Or their plan at employee cost.

Good points - great minds think alike..... :D

[emac82]

Or their plan at employee cost.

Good points - great minds think alike..... :D

Haha..That's right!!

Best Buy's warranty probably costs a lot less then AppleCare...so they might do something to settle the deal...

[sunsnewmac]

Well here is what I settled for. Tell me if it sounds like a good deal because I haven't finalized it yet.
I originally bought the open box MacBook for $999 (Canadian)
After the whole stink they agreed to give me $200 back.
I will be covered for 1 year under Best Buy's product service plan (for free), which I would have received anyway.

Yes it does worry me why the MacBook was returned in the first place. I called Apple today to find out if the S/N had a history log and it didn't, but they said it may have been wiped clean too.

I didn't think of negotiating AppleCare, that would have been smart!

[edited] and I now what you are saying Tracey, the MB's history is strange--making me second guess it. Still who can pass up a MacBook for $800???

[emac82]

Well here is what I settled for. Tell me if it sounds like a good deal because I haven't finalized it yet.
I originally bought the open box MacBook for $999 (Canadian)
After the whole stink they agreed to give me $200 back.
I will be covered for 1 year under Best Buy's product service plan (for free), which I would have received anyway.

Yes it does worry me why the MacBook was returned in the first place. I called Apple today to find out if the S/N had a history log and it didn't, but they said it may have been wiped clean too.

I didn't think of negotiating AppleCare, that would have been smart!

[edited] and I now what you are saying Tracey, the MB's history is strange--making me second guess it. Still who can pass up a MacBook for $800???

Yeah, it sounds like you got a good deal. Since they are giving you a 1year though them, it's all good....Now, make sure you have that warrant from them in writing.