AppleCare service issues

[goglamosh]

Close to two weeks ago I posted a question about AppleCare authorized repair center policies, regarding a Rush fee. It was kinda shady but I let it slide. Note: I did not a pay for the Rush fee. Here is the previous thread link: https://forums.macrumors.com/showthread.php?s=&threadid=60328.

Well I got my iMac back. Turns out, it was a defective drive. It took the place 5 days to get it fixed, not including the weekend. Anyway, I checked the drive model number and it is something totally different than the original drive. This, to me, was to be expected. However, the Superdrive on my 17" iMac won't close properly. It gets hung on the external lid that pops down when opening the drive. Also, this new drive seems to be flimsy and not as well constructed as the Pioneer model. The replacement drive is a GCA-4020B. Anyway, your thoughts are welcomed. Thanks.

 

[geerlingguy]

If I were you, I'd call Apple and complain. If you are assertive enough, you might get them to redo the repair better, as it sounds like a sloppy repair job to me. I've had that happen before with some PCs, but never with Apple.

 

[goglamosh]

I did call apple and they said I could file a complaint if I want to. I am going to see if I can resolve the issue with the repair shop first.

 

[Calliander]

Re: AppleCare service issues

Originally posted by goglamosh
Close to two weeks ago I posted a question about AppleCare authorized repair center policies, regarding a Rush fee. It was kinda shady but I let it slide. Note: I did not a pay for the Rush fee. Here is the previous thread link: https://forums.macrumors.com/showthread.php?s=&threadid=60328.

Well I got my iMac back. Turns out, it was a defective drive. It took the place 5 days to get it fixed, not including the weekend. Anyway, I checked the drive model number and it is something totally different than the original drive. This, to me, was to be expected. However, the Superdrive on my 17" iMac won't close properly. It gets hung on the external lid that pops down when opening the drive. Also, this new drive seems to be flimsy and not as well constructed as the Pioneer model. The replacement drive is a GCA-4020B. Anyway, your thoughts are welcomed. Thanks.

Yeah, due to parts availability/constraints, you'll sometimes get a different drive. Apple substitutions are fairly common for Powermacs and iMacs.

However, considering the sloppy job they did putting your machine back together and the described flimsiness of the drive, I would take your machine to a different shop or an Apple Store and have them verify that 1) the drive is Apple stock and 2) it was put bcak together properly. Getting the lid caught can be that they didn't take the bezel off the tray or that they reassembled the drive housing inside of the machine improperly.

Your description of the repair center and the job they did worries me a bit. They may not have applied thermal paste properly or a number of other mistakes might have been made (it's very easy to clip or pinch cables in iMacs). You don't need to file a complaint with Apple, but if another service place/Apple Store is of the opinion that the repair on your machine was below standard, I would let Apple know.

Hope that helps! Take care!

 

[goglamosh]

yeah, i just got the iMac back. they forgot to remove the bezel. i guess i will have to drop this computer by an Apple Store next time i am near one, for good measure. so i can just take it to the apple store and they will take a look at it? thanks.

 

[jaw04005]

At least your didn't send your superdrive Powerbook in for repair, and get it back and realize that they replaced your superdrive with a combo drive. Thats what happened to me, and when I called to tell them what had happened.. (after 35 mintues of holding, i know never had to hold that long) the 1st level CSR told me to call Direct Dispatch, and after holding again Direct Dispatch told me to call back technical support.. lol. Some of Apple people are wonderful and extremely helpful... some are just completely uninformed. And after talking to a "product specialist" they told me he couldn't see how that could have happened... lol.