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View Full Version : AASP claims I opened iMac




timestamp
Dec 26, 2007, 12:55 PM
Hello everyone. I have an iMac G5, which has been running strong until about 3 weeks ago.

It started acting weird. Random shutdowns, etc. Then it wouldn't boot. It would just lock up. It would boot into safe boot however. So I researched it. It had a power supply repair extension. So I took it in.

Turns out it was the power supply and logic board. I was out of warranty, so they would cover the power supply but not the logic board. Long story short a call to AppleCare and I got them to cover the logic board as well.

They fix it. I get it back. I turn it on and the fans are blaring! I mean vacuum style. So I call back the next day and they say, you'll have to bring it in. They said the logic board was causing it and it would need to be replaced. Alright, at this point I am not too happy. A few days later they say the logic boards are out of stock so it could be awhile. They offered to let me take it home, but I declined as I figured it was only a matter of time before the other problems started happening if the logic board was indeed bad. So, I call AppleCare again and explain that the wait is unacceptable. Turns out they did have logic boards. Strange I thought, so the rep gave my local AASP a call told them where to look and gave them another code to say that the repair is covered.

That was five days ago. I get a call on the 24th telling me that the logic board is shipping and on the way. Then I get a call today. The service man said that I failed to tell them the computer had been opened and put back together improperly. I know I didn't open the computer. I don't really know much about them, other than specs. So I said, no, I didn't open it. I turned it on, used it for a minute thinking it would be fine, it wasn't so I turned it off.

He said he would be calling the AppleCare rep I spoke with and chatting with him about it. Is this something that happens frequently? I know full well I didn't open that machine, so I can't help but feel it is some kind of warranty evasion tactic. That may be extreme, but he is blatantly lying about me having opened it. And I find it suspicious that the problem was diagnosed without having opened it themselves and deciding it was the logic board. At which point could they not have determined than that it had been tampered with?

Any suggestions? Thanks, sorry for the long post. :D



Eidorian
Dec 26, 2007, 12:58 PM
Which iMac G5?

EricNau
Dec 26, 2007, 01:01 PM
What revision iMac G5 (does it have a built in iSight)?

If not, those models of iMacs were built to be user serviceable, meaning you are allowed to open it up anyway.

I wouldn't worry about it. They can't prove it was you and not their service rep.

AlexisV
Dec 26, 2007, 01:04 PM
What country are you in?

timestamp
Dec 26, 2007, 01:07 PM
Sorry about that, 20" iMac G5 ALS (Rev B). Here is the repair extension I was talking about: http://www.apple.com/au/support/imac/powersupply/

I am in the U.S.

What revision iMac G5 (does it have a built in iSight)?

If not, those models of iMacs were built to be user serviceable, meaning you are allowed to open it up anyway.

I wouldn't worry about it. They can't prove it was you and not their service rep.

True, but they are claiming is dismantled it and put it back together improperly.

Here are the other details, sorry about that, 20" iMac G5 ALS (Rev B). Here is the repair extension I was talking about: http://www.apple.com/au/support/imac/powersupply/

I am in the U.S.

EricNau
Dec 26, 2007, 01:19 PM
True, but they are claiming is dismantled it and put it back together improperly.

Here are the other details, sorry about that, 20" iMac G5 ALS (Rev B). Here is the repair extension I was talking about: http://www.apple.com/au/support/imac/powersupply/

I am in the U.S.
I wouldn't worry about it until they refuse to fix the machine. ...I suspect they'll end up making the repair.

If not, just tell them what you told us: "I know I didn't open the computer. I don't really know much about them." ...Tell 'em you wouldn't even know how to open it (whether true or not). Just remember to be polite and reassuring. :) (I wouldn't accuse them of lying or trying to evade the warranty or making the installation error - let them make those connections). ;)

timestamp
Dec 26, 2007, 01:22 PM
I wouldn't worry about it until they refuse to fix the machine. ...I suspect they'll end up making the repair.

If not, just tell them what you told us: "I know I didn't open the computer. I don't really know much about them." ...Tell 'em you wouldn't even know how to open it (whether true or not). Just remember to be polite and reassuring. :) (I wouldn't accuse them of lying or trying to evade the warranty or making the installation error - let them make those connections). ;)

Fair enough. The only thing I have done so far is left my AppleCare rep a message explaining the situation and asking that he call me back when he can. I mentioned that I don't know much about them. I am just coming up on three weeks without my machine and no end in sight. I have lost a good deal of money already. Thanks for your help. I hope they resolve this quickly.

skunk
Dec 26, 2007, 01:30 PM
I may have got this wrong, but are you saying that they said you had opened it after the first servicing? The very first Mac I had was serviced by an AASP when it needed a warranty repair, and was put back together completely wrong by the AASP. Apple eventually admitted their liability and gave me a new, upgraded computer. It sounds to me as if the first service is to blame for your present problems. If that is likely, I'd just make a hell of a fuss until they sort it out, preferably with a new computer.

timestamp
Dec 26, 2007, 01:47 PM
I may have got this wrong, but are you saying that they said you had opened it after the first servicing? The very first Mac I had was serviced by an AASP when it needed a warranty repair, and was put back together completely wrong by the AASP. Apple eventually admitted their liability and gave me a new, upgraded computer. It sounds to me as if the first service is to blame for your present problems. If that is likely, I'd just make a hell of a fuss until they sort it out, preferably with a new computer.

No you are correct. They are saying that I opened it after the first repair. And only upon receiving the new part (after having diagnosed it) did they notice that it had been "put back together improperly."

I plan on raising a fuss as it is. It has been 3 weeks, and it will be another week at least as it seems the AppleCare folks are out.

timestamp
Dec 26, 2007, 02:11 PM
Just an update. I called Customer Care and got another product specialist. He says they will be told to repair the computer, no matter what. We will see.

ronainsworth68
Dec 28, 2007, 09:49 AM
wow.... thats sucks