New Mac owner with trouble from the start

[Coach]

I just purchased my first Mac ever and am slowly learning how to do this compared to an IBM PC. I bought the following:

Power Mac G5 - Dual 2 GHZ
2.5 Gig RAM
23" cinama display

I purchased this on Sunday and every morning when turning it on I get a black screen until I boot it up 2-4 times? I called Mac and they hadn't heard of it and I called tghe next day and this time they told me to do the apple-option-P-R I believe.

Instead of shutting it down last night I left it on and came in this moring and hit the keyboard and mouse to wake it out of sleep mode but again the screen was black and the light in the lower right corner would blink three times and then stop and then blink three times and stop again. This would go on and on so I had to reboot it again 2 times before the desktop would display.

Anyone seen this? The computer was a lot of $$$ and it is disappointing when this happens so soon and so often.

[gwuMACaddict]

hmmm... haven't heard of anything like that, but if you get too fed up with it, i'd be happy to take it off your hands ;)
:D

[supatekmedia88]

It could have been damaged in shipping. Send it back immediately for a new computer. Macs should work perfectly, always.

[1macker1]

If it's under warranty, which is should be, send it back. Apple has the same poor quality control. I feel you pain.

[invaLPsion]

Sounds like a damaged display to me....

[mklos]

I know a couple of people who had the same exact problem. I believe its a driver issue with ATI cards. Make sure your running the latest version of Mac OS X (10.3.2). It could also be the video card. I would take it to Certified Service Center and have it looked at, or maybe like others said take it back and have it replaced.

If there is ever going to a problem with a Mac, its going to be sometime within the 1 year you own it. This is what I've discovered over the years, both with my computers and my friends Macs.

[Heltik]

It sounds to me like there is a problem with the signal getting to the monitor. The obvious thing to check is if screen hasn't been connected properly.

As I understand it, the ADC connector on the Cinema display carries both power and video, so the fact that you have power going to the display suggests that you have the leads connected correctly. In this circumstance, I would recommend seeing if you can test the display on a friends system, or the G5 with an alternate display. Your G5 should have a DVI to VGA adapter which you can use with your old VGA screen from your PC.

If this works, then it is the display that is faulty.

If it is found that the Mac itself has a fault (notably the graphics adapter which is possibly incorrectly seated), then send it back to Apple, and they will remedy the problem. It strikes me that there is a good chance that it's simply the graphics card that's worked its way lose, given your intermittent performance.... reeks of a lose connexion.

Having said all this, please, whatever you do, don't get disheartened by this, as whoever you buy from, there is a chance of damage during shipping, and you can tell from the passion of members of sites such as this, how vastly superior your Macintosh product is.

[Coach]

The display works beautifully when it actually begins. It does not die, flicker, etc. It just takes multiple boots for it to "kick in" when I come into the office in the morning.

I've checked the connection and it is in there solid. Apple asked me to remove the video card and re-add it as something to try.

I'll see what happens later when I shut it down for a prolonged period of time. Evey day this has happened and it is disappointing.

[mklos]

This is a very common problem that is usually fixed with a new Video Card.

Here is the Apple Support Thread:

http://discussions.info.apple.com/WebX?14@178.59qvabu5c2T.4@.599c89fa

[TEG]

Don't worry about it. If you continue to have the problem, take it to a local Apple Authorized Service Center (Like where you Bought it) or an Apple Store (Call Ahead) they would be able to fix it faster than over the phone with Apple Care, plus they are professionals.

Sorry about the bad luck, I just hope you can get is sorted out quickly.

TEG

[Coach]

I took the video card out and added it back in a few minutes later and it fired right up. We'll see if that fixes it.

Unfortunately I bought it at an Apple store out of town (Chicago) but I'm sure there is a local authorized dealer near me somewhere.

I bought the extra Apple Care package for a total of three years, does that include in-store submissions?

[patrick0brien]

Originally posted by Coach
I bought the extra Apple Care package for a total of three years, does that include in-store submissions?

-Coach

Absolutely.

[Coach]

Unfortunately I purchased it while out of town and the only local Apple dealer within 100 miles is very unhelpful :( They want 3-4 days to fix and a credit card in case they deem something "my responsibility" and not Apple's.

[patrick0brien]

-Coach

Have you called Apple itself? You should try the number on your AppleCare card.

Go to the source.

[Dont Hurt Me]

this is a common problem with the 9600, i bet you have a bad card or connection

[Coach]

I've called Apple Care four times now. I purchased the computer at the Apple Store on Michigan Avenue in Chicago and called there finally and spoke to a manager that added some notes to my record and they are now mailing me a new video card to swap in the machine.

Let's hope for the best!

[hulugu]

Originally posted by 1macker1
If it's under warranty, which is should be, send it back. Apple has the same poor quality control. I feel you pain.

Hey macker, I see you trolling around here quite often, but what do you mean by the second sentence in your post. I assume Apple has 'poor quality control' or where you trying to say 'same as...(Dell?)'
Apple's quality control appears quite good when you compare the number of units to the numbers of actual problems that crop up. Even the iBook fiasco appears to be limited to less than 1% of all machines.
Also, someone mentioned that Apple computers usually die in the first year, I would like to point out that all computers die within this time frame. I just got a Dell yesterday that was DOA.
Coach good luck and I hope you have better luck with your machine and I hope that Apple has served you well while fixing your problem.

[patrick0brien]

Originally posted by 1macker1
Apple has the same poor quality control.

-1macker1

??

I just don't understand what you base this assessment on. Apple has consistently been voted the best in the business when it comes to quality control and customer service - Consumer Reports just reaffirmed this a few weeks ago.

Please take care that you aren't attempting to masquerade personal feelings as official industry reports, this is counter-constructive to what Coach needs, and frankly, dishonest.

[tjwett]

that's bull that they never heard it, they're lying. it's a well known issue and many people have had this also. check out Apple's G5 board. i think it had something to do with the video cards.

[Coach]

Originally posted by tjwett
that's bull that they never heard it, they're lying. it's a well known issue and many people have had this also. check out Apple's G5 board. i think it had something to do with the video cards.
I think you are right and the "Head Genius" (love that title) at the store I purchased it at took care of it and they are sending a new video card now. He had heard of it and as you mentioned so have many on the Apple Discussion area. Let's hope that fixes it.

[Awimoway]

Originally posted by Coach
I think you are right and the "Head Genius" (love that title) at the store I purchased it at took care of it and they are sending a new video card now. He had heard of it and as you mentioned so have many on the Apple Discussion area. Let's hope that fixes it.

Keep us posted. When I switched, I was a little nervous about my decision. I got an MDD PowerMac. That model happened to have some big problems but fortunately mine ran flawlessly (no noise issues--ever) from the start. I would hate to think how I would have felt if I had had your expeerience. :)

[Coach]

Apple sent me a new video card and I swapped them today so we'll give it the acid test tomorrow AM when the computer is "cold" to see if it boots up correctly for the first time :)

[janey]

what i dont get is why the hell a LOT of people base their assumptions on the fact that *only the vocal few* complain about problems?

Yeah I bitch about my iBook a lot because it always breaks, but I dont exactly blame Apple, because I know its the way I treated my iBook that's to blame. Everyone bitches when they pay a LOT of money to get a new computer, then it doesnt work. cest la vie. But the one thing they shouldnt really bitch about is AppleCare, because they do a better job than the rest of the industry. They try their hardest to please all sorts of people. The fact that they are courteous and attempt to be nice and understand the (trauma or joy, your choice :) ) and attempt to fix your product is wonderful. I wish the people bitching about how Apple sucks would go get themselves a PC from Gateway or something that breaks after 2 hours of use. See what average tech support is like.
But honestly, even if I wanted to bitch about Macs i've used or owned or even the company itself, (other than the price of some of the computers) I would absolutely refuse to. Apple's computers are VERY nice and have less problems than I've encountered (*cough* dell and stupid gateway and even Sony *cough*).

Basically you gotta realize lots of people bitch, but compare that number to the number of Mac users out there, and its not a lot.

[sonofslim]

Originally posted by supatekmedia88
Macs should work perfectly, always.

oh, man... if only!!

[Coach]

Everything came up just fine this morning on a cold boot so it appears the video card was the culprit :)

[hulugu]

Originally posted by Coach
Everything came up just fine this morning on a cold boot so it appears the video card was the culprit :)

Good luck with it. Do you feel Apple helped you, are you satisfied with your experience?

[Coach]

I think some people representing apple helped me. A couple either said they had never heard of the issue or said there was just a temporary glitch while others acknowledged the issue and took strides to fix it quickly.

I guess I have a little bit of a bad taste in my mouth for the amount of money I paid for this system and the time and number of calls it took for someone to step up and make sure it got fixed.

[hulugu]

Originally posted by Coach
I think some people representing apple helped me. A couple either said they had never heard of the issue or said there was just a temporary glitch while others acknowledged the issue and took strides to fix it quickly.

I guess I have a little bit of a bad taste in my mouth for the amount of money I paid for this system and the time and number of calls it took for someone to step up and make sure it got fixed.

One of the things I've found helpful, though it can be time-consuming, is to write-down the names of the people who you have talked to. If someone is especially difficult or better yet helpful tell a manager or someone in charge. This makes it so the really lousy people get bad reviews and the great people get promotions, raises, bonuses. It's also a way of forcing accountability; it's too easy to be unhelpful when you're anonymous.
The amount of money you spent shouldn't matter, you should be treated well and your problem should be fixed whether you bought a low-end iBook on an educational discount or a 2.0Ghz G5 w/ everything.
I've personally had very good luck with Apple when my TiBook paint started to disintigrate; not only did it look like hell, but it had scratched the screen. I called Apple and they agreed to fix everything, so now I've got a TiBook that looks brand-new with a new backing, screen, screen bezel, front face, etc. They replaced about 70% of the outside of my machine and it took only a few days: sent out on Thursday, received on Monday. I called and spoke to a manager to let her know how good the customer service was and she told me they would let the rep know. Hopefully he got something out of fixing my problem.

[edit syntax]

[rhodescholar]

For those who deny that apple has a QC problem these days is simply wrong. Lets go thru the lineup of known defects in apple products released:

1-8500/180: known motherboard defects
2-performa 6200: broad defects
3-ipod mini: headphone jack connectivity
4-power mac g5 sleep issue (see the apple forums, g5 section for hundreds, if not thousands of posts on it)

Dont get me wrong, i am not trolling here, and have used macs for 15 years now for music development. But apple knows it has a captive audience, one that is willing to tolerate a very high amount of abuse, so imho apple has spent decreasing amounts of effort to produce products that are both well-designed AND well-built.

I have budgeted $ 5,000 ready to drop on my new g5/2.5, but until sleep and other issues are addressed, i will stand fast with what i have now.

[rhpenguin]

. I wish the people bitching about how Apple sucks would go get themselves a PC from Gateway or something that breaks after 2 hours of use. See what average tech support is like.

I dont mean to troll, but i work for HP and am a casemanager/Sr Support Rep. While yes, i do have a lot of monkeys working for me, there are a lot of good agents too. Also keep in mind, if your not very discriptive of your problem or the agent cant understand you as a person theyre not going to be able to help. Be as clear and use PROPER TERMINOLOGY when calling. Also dont bitch and whine,,, That will just make me not want to help you.

Dont knock the techsupport just because its from a pc company.

One last note... every Apple product ive bought has broke atleast once.. Waiting on the iPod to die again.

[Lord Blackadder]

I hope you've got everything squared away coach, and I also hope that the G5's future performance will make up for this unfortunate incident.

Because of the size of computer companies like Apple/Dell/Hp etc it is impossible to completely prevent customer service issues and qualtity control issues. EVERY computer I have ever owned has suffered from hardware or software issues at least once, with one exception (an Apple IIe, but that's hardly relevent here!). With that said, I would say that I would would put Apple's quality control and customer service up against anyone's, even though I have experienced ups AND downs.

At work I am constantly dealing with PC vendors (and occasionally Apple). My experience is that good people do good work, whether it be at HP, Apple, Gateway, or what have you. By the same token, idiots and buttheads cause problems, regardless of the company they work for. There's one born every minute! :D