iMac G5 Noise Issue/Apple Customer Service

Discussion in 'Buying Tips, Advice and Discussion (archive)' started by ebook, Sep 30, 2004.

  1. ebook macrumors 6502

    Joined:
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    Sprint Car Capital of the World
    #1
    I just wanted to update everyone on my noise issue. First of all the noise seems to be a little less the past few days, but I haven't done anything except check my e-mail. That being said I just have to say that Apple Customer Care is amazing! I called about my problem and they sent me straight to an engineer that told me they would I could just put in a new mid-plane assembly. So, today in the mail I get some FedEx stickers to send back the mid-plane from mine and tomorrow I should receive the new one. I will take pictures of the swapping process if any one is interested. But I could use some body to host them.

    To me, the moral of the story is, "don't worry about buying a first generation product because Apple will take care of you." Any one else have similar experiences?
     
  2. hotwire132002 macrumors 65816

    hotwire132002

    Joined:
    Jan 24, 2004
    Location:
    Cadillac, MI
    #2
    I'd be happy to host them for you. I know I'd be interested to see how easy the new iMac is to repair, and I think others would too. Anyway, PM me if you're interested in having me host the photos for you.
     
  3. Elan0204 macrumors 65816

    Elan0204

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    Apr 16, 2002
    Location:
    Chicago, IL
    #3
    Good to hear things are working out for you ebook. I'd love to see pictures of the process.

    I too have always found Apple's customer service to be quite good.
     
  4. joshua_msu macrumors regular

    joshua_msu

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    chicago (formerly detroit)
    #4
    You mean they make you repair the problem yourself?
     
  5. ebook thread starter macrumors 6502

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    #5
    No, no...I don't have to repair the problem myself, I want to repair it myself just because it seems like an easy fix with the new design, and then I'll put more ram in at the same time. The same ram you got from ZipZoomFly.com Elan0204. I could have had the part shipped to an authorized repair store and they would have done it for free, but my closest is about 40 minutes away and I didn't want to mess with the driving and waiting. I guess I could have also sent the whole computer or back, but I didn't want to be with out one, and I've already spent quite a bit of time putting my music on this one. So, that's all to say that I'm very happy with the way Apple is handling it, and I did have other options.
     
  6. yoda13 macrumors 65816

    yoda13

    Joined:
    Sep 26, 2003
    Location:
    Texas
    #6
    I am glad to hear of your good experiences. For the most part, I have had good experiences with Apple's customer service. I haven't always been satisfied with the quality of repair work, but I have always felt that they were doing their best to help me solve my problem.
     
  7. JOD8FY macrumors 6502a

    JOD8FY

    Joined:
    Mar 22, 2004
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    United States
    #7
    Glad to hear everything is being solved. Let us know how easy it is to swap out the midplane, ok?

    JOD8FY
     
  8. Josh macrumors 68000

    Josh

    Joined:
    Mar 4, 2004
    Location:
    State College, PA
    #8
    I do agree...Apple support is awesome so far.

    Thats weird though....they are sending you a mid-plane assembly to fix the noise, they are sending me a power supply to fix the noise. ???
     
  9. BakedBeans macrumors 68040

    BakedBeans

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    #9
    make sure you take pictures of every part.. including the fans and memory.... lets see what they change
     
  10. Abstract macrumors Penryn

    Abstract

    Joined:
    Dec 27, 2002
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    Location Location Location
    #10
    That's great. :)

    Question: Is there anything you can tamper with in a new iMac that would automatically void your warranty? I don't know, but with the other iMac and current Powerbooks and iBooks, they're basically untouchable by anyone other than an authorized Apple technician, or Apple themselves. Otherwise, you void the warranty. Its like when you try to install a faster HDD into a Powerbook.

    Anyway, pics would be great. Congrats with the new computer and great service.
     
  11. AndiePandie macrumors regular

    Joined:
    Oct 15, 2003
    #11
    Thanks for the update! I just talked with Apple yesterday and I will probably end up doing the same thing as they told me replacing the mid-plane and power cord should fix the problem. I'm waiting for Apple to call me back and confirm this. I guess it didn't take you long to get the parts then.
     
  12. Jedi Matthew macrumors member

    Joined:
    Sep 20, 2004
    Location:
    Sacramento, CA, USA
    #12
    Sorry you guys seem to be having trouble. My fan spins up somewhat, but by no means is it very loud. I feel fortunate that I just have one stuck pixel and that I don't have to replace the mid-plane assembly immediately after getting the unit.

    Be careful, though, about this replacement. I had a PowerBook that I BTO'd once that died. Apple was really nice about replacing the unit but, despite me pointing out the fact it was a BTO they sent me a stock unit.

    So just be sure you're getting what you paid for, part for part.
     
  13. NusuniAdmin macrumors 6502a

    NusuniAdmin

    Joined:
    Nov 19, 2003
    #13
    If you still need them images hosted i will do it for ya :)

    jus pm me
     
  14. vouder17 macrumors 6502a

    vouder17

    Joined:
    Apr 30, 2003
    Location:
    Home
    #14
    I was at the iMac support website and they seem to have something new, called the Setup assistent and you can order user replaceable parts.......cool , has anyone tried this yet, you can also talk to someone via ichat so that he/she can help you with your problem.

    Well I am really jealous of all you peeps i really want a new iMac....

    Well anyway just some info if you people are interested in support.

    Peace
    DjVoTez
     
  15. ebook thread starter macrumors 6502

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    Sprint Car Capital of the World
    #15
    I received my new mid-plane today and I'm going to start working on it right now. I will take pictures and let you all know how it goes. Also, hotwire I'll contact you about hosting the pics if you still can.

    It looks like a lot of work, but the instructions look good....wish me luck, because here I go...........
     
  16. ~Shard~ macrumors P6

    ~Shard~

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    #16
    It's good to hear Apple is taking care of this for you and has been as good as they have been to deal with - this is the way things should be when it comes to Customer Support and new products! This is especially the case with something like a noisy iMac, which is advertised as being even quiter than the G4 iMac (which is pretty damn quiet as it is!) Keep us updated and good luck with everything!
     
  17. mpw Guest

    Joined:
    Jun 18, 2004
    #17
    Apple's Customer Service

    I've never had a bad experience with the customer service, but luckily never had a major problem.

    Each time I purchase from Apple's UK online store I phone up after with my order number and ask them to remove the sales tax as I'm exempt. They always do without a problem, even on education pricing.

    OK so they're not missing out only correctly account for tax but most of the other mail order and online resellers in the UK won't even consider removing the sales tax. As a result they all lose out. The Windows PC resellers never have a problem either, but they still miss out because I rather pay extra tax than run a PC again.
     
  18. ebook thread starter macrumors 6502

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    Jun 10, 2004
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    Sprint Car Capital of the World
    #18
    Okay, well the mid-plane is in and the computer seems to be quieter, but now it does not see my AirPort network or my bt keyboard/mouse. I'm on-line chatting with an Apple Tech person right now...I'll keep you updated.

    By the way, the swap did take about an hour, but seemed simple enough...of course not everything works now!

    :(
     
  19. ebook thread starter macrumors 6502

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    #19
    Alright, the mouse and keyboard problem is solved...that was my fault...I didn't set them up right. I'm still chatting with an 'Apple Product Specialist' now (I was upgraded). Thank goodness I have my iBook.
     
  20. ~Shard~ macrumors P6

    ~Shard~

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    #20
    Sounds like they're taking good care of ya! Keep us posted on the final results... :cool:
     
  21. solidGas macrumors newbie

    Joined:
    Sep 15, 2004
    #21
    If hotwire can't post those images I will. Just shoot me a message.
     
  22. ebook thread starter macrumors 6502

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    #22
    Well, final results are that I'm not very happy with Apple. I think if you read my past posts in this thread and others that even though I paid $2000 for this new computer and it had a pretty major problem I took it all in stride. Well, now I have done the full replacement and my AirPort Card does not work. The installation of the Midplane took 1 hour and then I spent the next TWO HOURS :mad: on the internet chat and phone with Apple Product Specialists. You know that the solution is??? Yep, I have to wait for them to send me a new Midplane assembly...AGAIN :mad:

    So, while I'm waiting for my new, new midplane my wife will be with out internet at the house during the day because of the way the network is set up in my office on the other side of the house! Basically, I'm pretty upset! And, there is nothing I can do about it. I was even considoring forcing them to allow me to send the computer back and just waiting for the 2nd generation.
     
  23. AndiePandie macrumors regular

    Joined:
    Oct 15, 2003
    #23
    At least you are getting the midplane replacement. I had the Apple tech listen to my machine and tell me that something was terribly wrong with it as it was making too much noise. He had me turn it off and restart it. Because the noise didn't start up again right away (it needs about 5minutes to kick in) he told me everything was fine and normal.

    Now I have to talk with Apple *again* and find someone else to listen to my plight. I'm going to push for some sort of replacement on something. Everyone else seems to get replacment pieces so I'm a little irritated I got blown off. I also recorded the noise my computer makes with iMovie and hopefully can send that off to a tech.
     

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