Apple being difficult (freezing imac)

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
I purchased my iMac in August, and I've had a case open with AppleCare since early september. I made sure to use the same case number each time I called to bitch, so that I could show it started happening within the 30 Day DOA Period. Anyways, I waited for Leopard to see if it would fix it, it didn't. I waited for iMac Software Update 1.2 / 1.3 - didn't help either. I called AppleCare back up today, my case was promptly upgraded to a Product Specialist who said there was nothing more they could do (since I tried Erase & Install), and the representative said I was eligable for repair/replacement. I told her I choose replacement. She said since I bought it at an Apple Store, I would have to go back to the store for an exchange. (why??? you guys both carry the same imacs...)

I schedule a Genius Bar appointment, and I go there this evening. They said the product specialist (I took and wrote down her name) left no notes in the case about an exchange, so they could not authorize one. I was told I'd need to setup another appointment with a Genius, and that THEY WOULD NEED TO SEE IT FREEZE. Now, that presents a problem. My iMac seems to have good days and bad days. Yesterday it would freeze when the dock appeared at boot, today it been more stable. I really don't want to lug my iMac to the apple store, set it up, and not have the problem be reproducable. I was given the name of the General Manager (who "should be in tomorrow" and "we haven't seen him in a while") to speak to tomorrow regarding my issue, but he's only available before my Genius Bar appointment, which doesn't bode well.

I really need to find a way to make my computer reliably freeze. I've read about people moving cover flow around really fast, UT2004, other such things, but none of them work for me. :(

I'm really frustrated. I know it freezes, /var/log/system.log shows all the freezes (** ASIC Hang Log Start *), but how do I convince them its freezing? WHY do I need to convince them its freezing? I don't see how I could be trying to pull one over on them.
 

xUKHCx

Administrator emeritus
Jan 15, 2006
12,587
6
The Kop
I'm really frustrated. I know it freezes, /var/log/system.log shows all the freezes (** ASIC Hang Log Start *), but how do I convince them its freezing? WHY do I need to convince them its freezing? I don't see how I could be trying to pull one over on them.
Show them the log file. They should also be able to see your notes on so they can see that you have been reporting the problem lots. Also if it happens between now and then record it on something (phone, camera) and then you can show that to them).
 

HLdan

macrumors 603
Aug 22, 2007
6,396
0
Show them the log file. They should also be able to see your notes on so they can see that you have been reporting the problem lots. Also if it happens between now and then record it on something (phone, camera) and then you can show that to them).
That's good help, how would one find the log file? I know it's not my thread but I was just curious. :)
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
That's good help, how would one find the log file? I know it's not my thread but I was just curious. :)
Go to Applications -> Utilities -> Console.app

There are a number of log files there. Anyone experiencing freezing should see " ** ASIC Hang Log Start **" follwed by pages of hexadecimal numbers, then " ** ASIC Hang Log End **"

This will appear in /var/log/system.log which by default is the log file that gets opened up.
 

killerrobot

macrumors 68020
Jun 7, 2007
2,220
2
127.0.0.1
The logs should be here: ~/Library/Logs

You should see different files or folders inside of it that would show all the restarts/shutdowns/disk checks etc.

Another idea, just to be an a"· about it like the genius will be, is to make an appointment for everyday of the week, and just keep coming back everyday.
I hate how the call center somehow always forgets to logs information into the computer and how the genius can somehow never find it. That's a common story.
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
After 1 hour, 56 minutes on hold, I was told the representative who made the offer of replacement has gone home for the day :( I was at least given her email this time so I could contact her directly.
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
I finally figured out a way to reliably induce 'freezing' on my imac! I know other have found various ways (cover flow, dock, arabesque screen saver, etc..) but none of them triggered it for me.

Normally my machine freezes maybe once or twice a day. The geniuses at the apple store said they needed to actually see it happen. What I do is run the apple hardware test included on DVD #1 with your imac. I run the extended test, but I also put it into 'loop' mode by pressing Command-L. Let it run for a while and the system will get nice and toasty. Afterwards, I can't run leopard for more than a few seconds before it freezes. I can't believe I'm happy I've discovered a way to break my system, but when I go back to the Genius Bar tomorrow hopefully I'll be able to demonstrate the problem for them!
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
A couple things happened today when I went to the Genius Bar. First, they told me the appointments are only for 15-20 min allotments, so they couldn't setup the iMac and wait for the problem to occur. I'd have to check it in. They said they would set it up, check back on it in a couple hours, and see if it is frozen. My concern is they will come back to a machine that is still operative; It has always froze while I was using it - I've never had the machine on, left for a while, and come back to a frozen machine :(

They did however preemptively order a replacement logic board and graphics card (4-5 day wait on the parts :() but they said it would only be installed if they could confirm a hardware problem by running their hardware tests. The guy at the Genius Bar was very sympathetic and understanding, but still has to play things by the book and can only help me if they witness the freezing AND their hardware tests identify the failed component(s).
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
So I've tried emailing and calling back the product specialist at AppleCare who said I was eligable for replacement. I've sent emails three times to them since saturday (they said they worked weekends) and tried leaving voicemails to no avail. Every time I try to leave voicemail, the mailbox is full! :)

I appreciate the opportunity to vent in this thread.
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
Now I'm starting to get upset. I called the apple store regarding the iMac I dropped off on Sunday, and they haven't even powered it on yet to try and reproduce/diagnose the problem!
 

Mindflux

macrumors 68000
Oct 20, 2007
1,989
1
Austin
Now I'm starting to get upset. I called the apple store regarding the iMac I dropped off on Sunday, and they haven't even powered it on yet to try and reproduce/diagnose the problem!
Did they say (or did you atleast ask) how long their work backlog is? When I worked repairs I always told people minimum of 3 days before I got to touch it. Sometimes it went faster, sometimes not.
 

luffx

macrumors regular
Jan 8, 2007
143
0
WI
Sorry to hear this string of bad luck or service. (however you decide to look @ it).

If this happens to me, I'm throwing a riot in their store until they work on it, that or until security drags me out kicking n' screaming.

Keep us updated. :)
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
Did they say (or did you atleast ask) how long their work backlog is? When I worked repairs I always told people minimum of 3 days before I got to touch it. Sometimes it went faster, sometimes not.
They said there is currently one machine in front of me to go on "the bench" for diagnosis. I asked if the parts they pre-emptively ordered had arrived, and the gentleman wouldn't answer. He said it didn't matter until their diagnostic software identifies the malfunctioning component. I didn't feel like complaining because A) the representatives I've delt with are always so defensive and B) I've become pretty despondent over the situation.
 

ozziegn

macrumors 6502a
Aug 16, 2007
999
137
Central FL Area
Now I'm starting to get upset. I called the apple store regarding the iMac I dropped off on Sunday, and they haven't even powered it on yet to try and reproduce/diagnose the problem!
I think that's horrible and that it's also a disgrace to the Apple name. these people should treat your machine like it's a life or death matter and that it should have been fixed a day or two after it was brought back to their store.

I know that there will always be problems with computers, but that's not anything that the consumer should be paying for (ie - being inconvienced to say the least). I'm also aware that these sort of issues must cost Apple lots and lots of money.

but on the other hand, you being the customer who paid their asking price for their product is more than reason enough that you should be receiving first class treatment from day one. anything less is or would be unacceptable in my book.
 

qpid

macrumors regular
Oct 18, 2004
194
0
I think that's horrible and that it's also a disgrace to the Apple name. these people should treat your machine like it's a life or death matter and that it should have been fixed a day or two after it was brought back to their store.

I know that there will always be problems with computers, but that's not anything that the consumer should be paying for (ie - being inconvienced to say the least). I'm also aware that these sort of issues must cost Apple lots and lots of money.

but on the other hand, you being the customer who paid their asking price for their product is more than reason enough that you should be receiving first class treatment from day one. anything less is or would be unacceptable in my book.
True, but you should also understand that the store probably has a lot of other machines to work on also, and I'm sure most/all of them are business critical, life and death, or important in some way.

Or as a former Mac Genius put it in : http://ungeni.us/section/the_bar/other_worldly_expectations
 

djc6

macrumors 6502a
Original poster
Aug 11, 2007
605
140
Cleveland, OH
Day eight...

Called the apple store today. They reminded me someone will call when its complete :) So far have only received a logic board - the graphics card hasn't arrived! They're going to install it tomorrow just to see if it helps, which I doubt it will. The guy even thought it might be the graphics card but he is going to try and fix it with what he's got on hand. They also volunteered that part of the problem is that they haven't had a full time technician in a while and are understaffed! Why didn't they mention this when I dropped it off?? Why didn't they have me mail it in or send a tech to my home?? Why couldn't I have returned when they had all the parts on hand?
 

texas2001

macrumors newbie
Jul 17, 2002
17
0
Demand a replacement/refund of the product. The Apple 1 Year Limited Warranty calls for 1) repair, 2) replacement, or 3) refund.
 

Cuprous

macrumors member
Oct 10, 2007
58
2
Day eight...

Called the apple store today. They reminded me someone will call when its complete :) So far have only received a logic board - the graphics card hasn't arrived! They're going to install it tomorrow just to see if it helps, which I doubt it will. The guy even thought it might be the graphics card but he is going to try and fix it with what he's got on hand. They also volunteered that part of the problem is that they haven't had a full time technician in a while and are understaffed! Why didn't they mention this when I dropped it off?? Why didn't they have me mail it in or send a tech to my home?? Why couldn't I have returned when they had all the parts on hand?
I am going on day 7 of my repair, I am planning on calling my apple store this afternoon for an update but it is the same issue. Graphics card needs to be replaced but the replacement card is on backorder from apple and they do not know when they will be able to get one.
 

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