My PowerMac G5 - 2 MONTHS IN HELL

Hi everybody,

Here is my story:

January 1st 2005

10/20/04
I order a Power Mac G5 Dual 2GHz on the Apple store
ATI Radeon 9600 XT w/128MB DDR SDRAM
Bluetooth Module + Apple Wireless Keyboard & Mouse
Apple Cinema HD Display (23" flat panel)
iSight
Chosen shipping method is Expedited Shipping (Canada)
Total: 7.481 CAD

10/29/04
"Due to an unexpected delay in manufacturing, we were unable to ship your Power Mac G5 by the date that you were originally quoted"

11/02/04
FedEx delivers my PowerMac G5 at 10:49 AM., 13 days after my order was placed on Apple Store Online.
I'm glad i paid 85 CAN Dollars for EXPEDITED SHIPPING.

I open the box. The nightmare begins here.
The computer boots fine the first time. I did the registration, configured Mail, MacosX updates, etc ...
Reboot.
My brand new PowerMac didn't boot that second time.
When I switch the power on, I hear the fans going, but there is no chime and the hard drive is silent. After about 5 mins the fans start going nuts as if the whole machine is about to take off. No power to the monitor or keyboard.

I call Apple care technicians. Like every customer service i've experienced, it's a very long process before having someone actually taking care of your problem.
After 5 days and a lot of calls, they offered 2 solutions: "Take your G5 to the nearest Apple dealer" or "we can start a Dead On Arrival procedure". The guy tells me it's a long procedure, can take up to 3 weeks before i get a replacement. He was not even sure my problem could be considered DOA...

Ok, i want this problem to be fixed as soon as possible. I'll go to a store 2 blocks away. I don't have a car so i took this heavy G5 with me to the store. The technician at the store confirms i shouldn't try the DOA procedure because they can fix my G5 faster here. After having described the problem, the manager told me if the fans are working, your product can not qualify for a DOA procedure.
Ok, i 'll fix the G5 here then.
The technician take my phone number. They will call me back within 5 days to give me the diagnostic.

5 days later, no call from the technician. I go to the store. He ordered a new logic board because it seems to be a logic board failure. "We'll call you back", he tells me.

2 weeks later, not a single call. I call and leave a message because he's not available.

11/18/04
He calls me back. The new logic board hasn't fixed the problem. He thinks it's the power supply so he ordered one and he will call me back.

12/03/04
I go to the store. My PowerMac G5 is supposed to be fixed. There is a huge scratch on one of the aluminium handle.
The technician seems surprised when i bring this to his attention. He calls the manager. 15 minutes later after 2 calls from the technician, the manager finally appears. He sees the scratch on the G5's case "ouch, it's a big scratch !. Ok, we can give you a 50 dollars coupon in our store or we can order a new case and replace it at no cost".
I accepted the case replacement. "We 'll call you back when the case is here but it can take up to 3 weeks".
I leave the store.
At home, i boot the G5. The fans are running at full speed and the noise is huge and constant.
I go back to the store, the technician seems surprised. "We tested your G5 here". He's not even willing to admit it's an issue but if i bring the computer back he will take a look at it".
Back home then back to the store (by foot) with the G5.
The technician configured the fans with a CD. Took an hour. He told me at the end i could have done this at home with the DVD that came with my G5. Thank you fo sharing that information. I've spent the most exciting hour of my life waiting in your store for something you should have done before delivering this machine to me.
So, he will call me back in 3 weeks for the case problem. Sure. (i've since never had a single call from the technician).

12/10/04
I've been using my PowerMac G5 for a week now. I've another issue which seems to be getting worse everyday. Some horizontal and vertical lines (made of pixels) are filling my screen entirely. First, there were only a few lines appearing a few hours after start up. But now these lines appear as soon as the start up process. They even appeared when starting on A CD like during the Apple Hardare Test. This test reveals a Video Memory - Graphic Card problem. There is an Error Code and instructions saying i should call Apple Care Technicians.

Again, a painfull experience with Apple services. Took another 3 days and a lot of calls, waiting with the background music, explaining the same story again and again (which is more and more complicated also), they take your phone number but never call back or they transfer you to someone else but either mistakenly or purposefully hung up on you so you have to call back and try again. Again, they can't help. I have to go to an Apple dealer, it's the only solution.

12/13/04
I finally talk to an Apple customer service employee who is willing to help. The Apple Customer Reps calls a technician and the 3 of us talked about the error code from the Apple hardware test and the pixels filling my screen entirely. So it must be the Graphic Card. This is a Customer Installable Part so we can ship you a new one and you send the deffective card within 10 days. If you don't, we'll charge your credit card.
Why didn't they offer me that solution sooner, i'll never know...
He is going to send me a new Graphic Card and 512 Mo RAM as a gift for the inconvenience.

12/20/04
One week later, i haven't received anything. I Call Apple, they give me a DHL tracking number.
I check on dhl.com with the tracking number. The package has been sent in International Express and it was in Montreal on december 14th. Delivery attempted Please Call 1-888-273-8876. I call the number but it didn't work, it's not an active number. So, i call the DHL customer service. Took 45 minutes before i could talk to someone. I explain the problem: there was a delivery attempt but I haven't received any note or phone call from DHL. He gives me a case number, ask my adress to confirm they had the good one and i got a guarantee i will receive the package tomorrow.

12/21/04
No delivery that day.
I call DHL back and i give the tracking number and the case number. "We are sorry sir but we can't help you, we don't know what happened to your package. You need to call Airborne, it's not our problem anymore".
I call Airborne. "Sorry sir but your problem can only be solved with Purolator. They have your package". I try the tracking number on Purolator website and it says exactly the same as on DHL website. The package left Apple the 13th, arrived in Montreal the 14th and a delivery attempt.

From december 21st to december 24th I called Purolator every day. Again, i waited, i talked to different people who didn't know anything about the package. They couldn't bring any new informations, when i asked to talk to a manager they just hang up on me. There was supposed to be a specific person working on my problem but this person was never here. I left some messages and they didn't call back. Trying to have another person work on my problem was impossible.

12/23/04
I call Apple back and tell them about the lost packages and my attempts with DHL, Airborne, and Purolator.
"Apple can't solve this problem with the carrier so the only thing we can do for you is to send you another package".
- Ok, are you gonna use DHL again because i have no more confidence in their services ?
"Yes, we have a contract so we can't use another one sorry."

12/24/04
Purolator calls me back: You will receive your package on December 29th. The appartement number was missing in the address.

12/29/04
Didn't get any delivery that day.
I call Apple and they give me a tracking number for the second package.
I see on Purolator's website the second package is "On vehicle for delivery" at 09:43 AM. Good news, i may finally receive this graphic card today.
Well, .... guess what. No.
After 5:00 PM, I call Purolator. They don't know where is the second package and they don't have any informations about the first package as well. They search but they do not find anything.

12/29/04
I call Apple Care technicians and tell them the carrier has lost the second package as well. They are going to call DHL and see what happens. Please call back tomorrow. If there is no other solution we will send you a third package but not with DHL (finally...).

12/30/04
I've got a delivery. 2 packages. At this moment i was thinking they had finally found the packages. Great. I noticed there was indeed the appartment number missing in the adress Apple printed on the boxes.
I open the two boxes and it's a nighmare. In each box, a single 256 Mb RAM. These two packages are indeed the gift supposed to come with the graphic card.
So i realize there are 3 packages sent the 13th by Apple and 3 other packages sent on december 23rd. 6 packages and i received two of them but not the one i really need (the graphic card).
There is a paper inside (in english) saying i have to send the defective part within 10 days or they will charge my credit card.
There is also a sticker on the box saying i may receive an invoice because the value of this package is over 20 dollars. So, i may actually have to pay for that gift from Apple.

I call Purolator. No news from the packages. They are searching...

I call Apple Customer Service and i beg him to help. I explain i've this G5 dead on my desk since i purchased it 2 months ago. I've lost countless hours with the customer services of Apple, DHL, Purolator with no results.

He calls Purolator and come back to me saying the other packages are going to be delivered today. My answer was that i've been told that kind of things many times. He then call back Purolator and the 3 of us have conference. The girl from Purolator has a different information now. The packages won't be delivered today. They don't know where they are. The Apple Customer Rep is chocked by the answers of Purolator customer's service. They are rude, unhelpful and they still have no informations.
He is going to call them back tomorow and he promises me to give me some news tomorow morning.

12/31/04
Haven't received any news from the Apple Rep of course.
At 3 P.M i call him back. He is not here so i leave a message.
He calls back one hour later.
Again he calls Purolator and we have a conference. The Apple Rep and the girl from Purolator are having an animated conversation in english... leading nowhere. No informations about the packages. The girl from Purolator says they are not even responsible because the packages are in the hands of a fourth company (so the packages have been in the hands of 4 companies between California and Quebec ...). She also admits their scanning system is far from being perfect.
I then asked the Apple Rep to take care of my problem instead of calling me to make me hear his experience with the Purolator's customer service. I've been dealing with Purolator for weeks so i know it'll lead nowhere and i will loose another 2 weeks. Purolator is closing now for a few days because of New Year's Eve.


Conclusion:

As of today, 2 months later after my purchase, i still have a dead computer with a scratch but none of these big companies are responsible. It's allways someone else.
In 2005, we have emails, internet, fax, ... lots of communication technologies but companies like Purolator and DHL who are advertising they are fast easy and reliable are unable to find a package.
I've lost many job opportunities (i didn't buy an expensive G5 to play "The Sims") I've also lost countless hours and hours on the phone.
I lost 2 months and what did I get ? Two 256 Mb of RAM. Value = 120 $.
And the problem has still not been handled seriously.

This computer is now 2 months older (which is big in technology). If Apple release PowerMac updates now, this dual 2Ghz will also be cheaper. This is very frustrating too.

Again, i'm glad i paid for EXPEDITED SHIPPING...

I know it's a long story. Thank you for reading it.

EJBasile said:

OMG- they wouldn't just give you a new computer at the store? My friend bought an iMac G5 had a few small problems with the AP, talked to Apple Care for a couple hours, and after a few days after the purchase got a new iMac G5.

Click to expand...

Hi,
no, they couldn't give me a new computer at the store because i purchased the G5 online on the Apple Store.
I had the option to send it back to Apple but it didn't seem quick and easy.
Today, of course i can only regret i didn't pick that option. But who knows, maybe the carrier would have lost my G5 on his way back to Apple...

IDANNY said:

that really really sucks.

I feel bad for you I hope you get this resolved. maybe you can convince them to give you a new machine.

Click to expand...

No, it's too late. When there has been reparations made by technicians in a store, the computer can not qualify for a replacement procedure like a DOA.

MisterMe said:

Your problem is not unique. Neither is it unique to Apple. You should have sent your machine back to Apple ASAP. What you don't want is to have it in your own custody long enough that your problem can be reasonably assumed to have been caused by you. Apple offered you the option of initiating DOA procedures which would have taken three weeks. You refused that option, choosing instead to take matters into your own hands--literally. Two months later, you still don't have a working computer. You gambled and lost--big time.

Click to expand...

Hi,
I gambled ? No, i didn't. I chose the better option at this time.
How could i know the technician would do a bad job at the store.
It took days and lots of phone calls before Applecare technicians talked about the DOA replacement option. The first solutions they gave me to this problem was "go to the nearest store". So, I did that.