Apple Care Comes Through

Discussion in 'iMac' started by purpleclad, Aug 15, 2010.

  1. purpleclad macrumors member

    Aug 5, 2008
    I placed an order for a refurbished 27" i5 on August 1st. The unit arrived that Friday and immediately out of the box it would not stay on. The screen would just go black every 15-20 minutes while I was working on it. So, that one was boxed up and sent back on Monday the 9th and my second refurbished i5 arrived this past Friday. I took it out of the box and got it all set up after work that night and noticed on the lower left side of the display that it had about a 1/4" crack right through the screen. I was beyond frustrated that I would have to send another unit back, but even more so that I would be without a computer for another work week.

    So, yesterday morning I placed the call to Apple Care and told them I would need to send this unit back as well because of the cracked screen. The agent apologized that I have had to go thru all of this trouble and said I want you to talk to my supervisor about this. He got on the phone and I told him the issues with the two units and he asked me if I had a Apple store near me, which I do. He took my phone number and said to give him about 15 minutes and he'd call me back. When he called back, he told me to box up the second defective unit and take it over to the Apple Store and they would be giving me one of the brand new i5's for all my troubles!

    I couldn't believe it. I boxed the unit up, asked for the manager when I arrived, he apologized for all my troubles and handed me the brand new i5 iMac after doing a little paperwork. I thought this was incredible customer service and just wanted to share a fantastic experience with Apple.

    Oh....the new i5 is perfect!! :D
  2. Thermonuclear macrumors 6502

    May 23, 2009
    For what Apple charges for hardware and AppleCare, the level of service should be high. And not often needed, for that matter.
  3. bruinsrme macrumors 603


    Oct 26, 2008
    You were shipped two defective units?
    At least Apple came through the third time.
    Congrats on getting an i5
  4. SiMBa37 macrumors regular

    Jul 5, 2010
    New York
    Congrats on the i5 I'm glad it worked out. But it seems a whole lot more cost effective for apple just to have better quality control before these things are shipped out, and/or include about 5 lbs of biodegradable packing foam in those boxes.

    Any way, I'm preaching to the choir.
  5. purpleclad thread starter macrumors member

    Aug 5, 2008
    Yes, I received 2 defective refurbished units, and I agree that for the cost the first one should have been right. It's just nice to know that Apple took care of the issues, and provided me a nice upgrade to a brand new model at no additional cost to me. So in the end I spent $1650 on the brand new i5 refresh model.
  6. rkaufmann87 macrumors 68000


    Dec 17, 2009
    Folsom, CA
    That's awesome but frankly I'm not shocked, Apple is well known for it's level of customer service however it's always great to read another success.

    Sorry you had to go through the pain but it's nice to know Apple stands behind what the sell!

    Enjoy the new i5!

  7. Spike88 macrumors 6502a

    Jan 25, 2010
    Hey purpleclad.

    Way to go. Now that your positive luck is "on a roll", go buy some lotto tickets. When you don't win for the 2nd time in a roll, take them back to the store. Say that your previous 2 x tickets are broken and hopefully, they will upgrade to newer tickets - for the same previous purchase cost. If only we could... :D :D

    Seriously. Way to go!!! And thanks for sharing your postive news with us.... I like reading positive posts (like yours).


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