Apple warranty disaster ends with epic WIN

Discussion in 'iMac' started by f00f, Jul 20, 2010.

  1. f00f macrumors 65816


    Feb 18, 2009
    New Yawk
    This is a cool story, bros.

    To my fellow Long Islanders: avoid repair work at the Smith Haven Mall Apple Store. YMMV of course but my first ever Apple warranty service experience was a nightmare courtesy of those "Geniuses". However, in the end, They Did the Right Thing.

    My 9-month-old 24" iMac had a dead video controller. It was a custom build with an ATI4850. I brought it to the above-mentioned Apple Store and the repair effort snowballed into a disaster.

    1. Few days later I go to pick the machine up only to discover they replaced the video controller with an Nvidia GT130. *facepalm* They check the machine back in.
    2. Few days later I go to pick the machine up only to discover that one of three fans was not reconnected and the other two were running at ~6000rpm. They check the machine back in.
    3. Few days later I go to pick the machine up only to discover significant dust density between the glass and the LCD. They check the machine back in.
    4. Few days later I finally bring the machine home and it sits around in its box for a few days (I use my MBP most of the time). When I finally do set it up, WTF, there's no bluetooth! To rule out a driver issue I reinstall SL, at which time the vid controller flips out and renders a bunch of snow (see pic). Upon getting SL installed and updated to 10.6.4 it flips out again and renders more snow. Clearly another Genius appt was needed, much to my dismay.

    I speak to the manager just to let him know what was up. Upon speaking with the Genius (one of many I've previously dealt with), he gives me an open-ended question: "What do you want to do?" and I replied that I just wanted a working machine. My fiance was with me as well and she made it clear that we don't quite trust their repair effort. The Genius then disappears into the back room for a bit.

    When he came back he gave us the solution: a brand-spanking new replacement iMac, the 27" core i5. All-in-all, although the repair effort was a colossal disaster, the ultimate outcome of the debacle is a win. I honestly can't say I expected it. Kudos to :apple: love for their users!


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  2. wrldwzrd89 macrumors G5


    Jun 6, 2003
    Solon, OH
    Wow. You got a great deal! I feel your pain though - that must have been frustrating.
  3. guitargoddsjm macrumors 6502

    Feb 25, 2008
    Thank goodness you had another computer to use in the meantime!

    If something like this happened to my only machine, I would be fuming! The replacement would only slightly lessen the frustration
  4. Rudy69 macrumors 6502a


    Mar 30, 2009
    Lucky you!

    I had to deal with Apple to get my first gen Macbook Pro fixed a few times and it was pretty bad too
  5. Btom macrumors 6502a

    Nov 19, 2009
    And you still DON'T recommend this store?? Why??

    Tom B.
  6. iBookG4user macrumors 604


    Jun 27, 2006
    Seattle, WA
    I've had a similar experience with my MacBook Pro, except it took three replacements before I got a working one. But it's good to hear that they took care of you after all of their mistakes :)
  7. archipellago macrumors 65816

    Aug 16, 2008
    sell the i5 and never go back....

    you're just going to end up in the same place 18 months down the road.
  8. f00f thread starter macrumors 65816


    Feb 18, 2009
    New Yawk
    The store in and of itself is fine, I just don't recommend going there for warranty work or repairs considering that they effectively manufactured new defects in the machine at each iteration. In developer jargon, with pun intended, until they replaced the machine I thought I was caught in an infinite loop of disaster trying to get that machine fully functional. ;)

    The fact that they replaced the machine is obviously fantastic but the lack of faith in this particular store's ability repair a machine still remains.
  9. SiMBa37 macrumors regular

    Jul 5, 2010
    New York
    I work right near there in Stony Brook Hospital. In fact, I was waiting on line last year at that store for my iPhone 3GS on launch. I'll keep in mind what you said once I buy my iMac. Luckily I live near the Apple store in Manhasset, NY which is HUGE.
  10. kazmac macrumors 603


    Mar 24, 2010
    On the silver scream
    Very glad you got a new machine f00f. Because Apple has done right by me as far as replacements/refunds over the years, I stand by them. I hope they will continue to resolve these issues with customers in the same manner.
  11. Mac7 macrumors 6502a


    Jun 14, 2009
    They don't love you, they just wanted to get rid of you! :p
  12. Munc macrumors member

    Apr 8, 2010
  13. Man-Droid macrumors regular

    Aug 27, 2009
    Tampa, Fl
    You are a mean person with hate and anger inside you.:mad:
  14. Maltkvist macrumors member

    Jul 15, 2010
    Once you go mac, you can never go back, nananana..
  15. feeth macrumors 6502

    Jul 20, 2010
    Congrats! The older I get the more I learn that a little patience goes a long way.
  16. kernkraft macrumors 68020


    Jun 25, 2009
    Isn't that the iMac with the yellow tint?

    Just joking, you'd already know by now...
  17. spcdust macrumors 6502a


    May 6, 2008
    London, UK
    Just ignore archipellago, most posters do as he doesn't offer any constructive contribution to these boards.
  18. Man-Droid macrumors regular

    Aug 27, 2009
    Tampa, Fl
    Ah, I see. So he is a forum troll. How boring it must be to live your life as an internet bottom feeder.
  19. mangrove macrumors 6502

    Jul 10, 2010
    FL, USA
    Another good outcome--

    My wife's 2007 iMac was beach balling with no end. We went to the Genius bar and they checked it in for repair under Applecare warranty.

    A number of days later they called and said it was ready. The guy who gave it back to us was the same one who repaired it. He said he replaced the HD plus everything else inside except the screen. I asked what it would have cost if no warranty. He said around $1600!

    We walked out no charge and it has worked flawlessly since then for over a year now. Bravo, Genius Bar Guy.
  20. archipellago macrumors 65816

    Aug 16, 2008
    the only constructive thing to say is the truth.

    it just doesn't go down too well here amongst the self righteous, ignorant, confused and usually mistaken folks on here. (not personal to anyone)

    sorry if that offends you.

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