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Bought a new iMac broke camera. Apple Customer Service Experience

H

Hublar

macrumors newbie
Original poster
I had a bad experience Saturday. I wrote some e-mails to Apple and they contacted me today. They have more than made up for my experience on Saturday. I'm a new iMac user and a happy one now.

Hub
 
Last edited:
My bad

I shouldn't type angry.

Gonna be stuck without a computer for a while then.

Hub
 
Hublar said:
I shouldn't type angry.

Gonna be stuck without a computer for a while then.

Hub
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Just so you know, Apple computers are mass produced like any other computers out there, probably even more, as Apple has less models to differentiate than Dell or Asus or Acer or HP with all their ZR-HD-98271-Flesh models and such.

Sometimes consumers of mass produced technology products get unlucky, often they do not. Do not let that experience tarnish your view, unless you get it repaired and it has another issue. I have had five Macs, and only my first Mac developed a fault after 18 months, but it was repaired under warranty.
I also have had four iPods and one iPad and they were all functioning perfectly (besides the OS fracking up from time to time).
 
Loving my iMac

I'm really loving my iMac and the camera really isn't that big of a deal. I just want it to be right. It was a hefty investment and I had to talk my wife into it. I'm just angry that I was told come on up and we'll replace it. I get there and it's a different story.

Today is also one of the last days I'm going to have off for a while. About to start working 6 12 hour night shifts a week for a month. That one night off isn't much. So I also lost my valuable time at least to me.

Hub

PS the worst part is having to listen to my wife tell me hey you're the one that wanted it.
 
Sorry to hear you got this bad experience on your first Mac purchase, they do happen, sad thing was you had to drive 200 miles.
If I were you I would have excepted it for a couple of weeks and send it in when you have more time, it's just the way things work, or don't work in this case.
It will get resolved and later you will have a great experience for years to come.
Hope it will be resolved soon.
 
roxxette said:
The horror ! 😱 you bought something and was defective.....
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I don't think he was crying because it was defective, he was pissed because he called apple's support and they told him it would be replaced in his specific situation, and it was not. That was their mistake, and with a 200 mile drive I'd say a pretty damned big one.
 
cosmicjoke said:
I don't think he was crying because it was defective, he was pissed because he called apple's support and they told him it would be replaced in his specific situation, and it was not. That was their mistake, and with a 200 mile drive I'd say a pretty damned big one.
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Indeed, just posted that as a joke because he probably must have been pissed when he made the thread.
 
Hublar, go get a backup drive and using Time Machine, back up your new Mac. Then turn around and ship it back to the non-Apple company you bought it from. Get them to ship you a new one where all the components work and restore your Time Machine saved info.

If you don't, you will forever blame Apple for sending you a defective computer, instead of realizing that a 3rd party sold you a computer with a manufacturing defect.
 
Dear, op please write a few emails to apple tell them what happened attach this thread to it. A 400 mile round trip drive due to Apples customer error should be fixed by Apple at the price of a gift card. At 20 miles per Gallon you spent 20 Gallons of Gas. That is close to 80 dollars. You spent 12 Hours even at 8 dollars a hour that is 96 dollars.

So the mistake is apple's not yours They should give you a 200 dollar gift card. More like 250 or 300 but at least 200.



http://www.apple.com/feedback/imac.html

Please send them a long feed back polite and to the point. Please get back to us about how they answer. To every naysayer on this thread I am sorry you feel that way and bother to post negatively. The op was sent on a 400 mile wild goose chase for what.

BTW I write this because I returned a refurbished mac mini to my local store 25 mile round trip. The mini was purchased from Apple online and I have returned refurbs to this store 3 times in the last year. The first clerk told me I was not allowed to return it. I told her I have made the same return more then once. She referred me to a higher up and they did the return.


So I am in NJ you are in AL it seems that there is a pattern of making mistakes about the return policy. I was lucky but maybe apple will fix it for your. Good luck with this. Phil
 
philipma1957 said:
Dear, op please write a few emails to apple tell them what happened attach this thread to it. A 400 mile round trip drive due to Apples customer error should be fixed by Apple at the price of a gift card. At 20 miles per Gallon you spent 20 Gallons of Gas. That is close to 80 dollars. You spent 12 Hours even at 8 dollars a hour that is 96 dollars.

So the mistake is apple's not yours They should give you a 200 dollar gift card. More like 250 or 300 but at least 200.



http://www.apple.com/feedback/imac.html

Please send them a long feed back polite and to the point. Please get back to us about how they answer. To every naysayer on this thread I am sorry you feel that way and bother to post negatively. The op was sent on a 400 mile wild goose chase for what.

BTW I write this because I returned a refurbished mac mini to my local store 25 mile round trip. The mini was purchased from Apple online and I have returned refurbs to this store 3 times in the last year. The first clerk told me I was not allowed to return it. I told her I have made the same return more then once. She referred me to a higher up and they did the return.


So I am in NJ you are in AL it seems that there is a pattern of making mistakes about the return policy. I was lucky but maybe apple will fix it for your. Good luck with this. Phil
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Great answer. He's be wise to follow this course. But at some point one crosses the line between progress and futility.
 
Send an email to Tim Cook.

He may not read it but an assistant will (I myself had his personal assistant contact me, or so she said).

I did so when I had multiple issues with a new iMac, and executive relations got ahold of me. They were concerned, and adamant that they would do whatever they could to make me happy.

Too bad my iPad 3 fiasco didn't quite go the same way.


tcook@apple.com
 
Advice taken

I followed the advice and submitted the feed back. Not quite as angry as I was yesterday. Like I said I love the iMac. I'm using it right now. Yes my main problem was I felt like I was lied to by customer service. I wasn't kidding about the traffic yesterday either. That really got my nerves going since one second I was doing close to 80 on the interstate and the next I had to slam on brakes. Then proceeded for probably 40 miles at 30 mph or below.

Hub

Don't travel on Easter Weekend if you can avoid it.
 
Hublar said:
I bought my first apple computer ever. It's a 27 inch iMac with I5 3.2 Geforce 675 and standard hard drive. Well it finally shipped and showed up a the house on Wednesday. I spent all night Wednesday just moving my stuff over from my pc and setting it up. I wiped my pc and gave it to my daughter who doesn't live with me. Thursday I finally have time to mess with it a little. I try to launch face time no go. So I try to launch photo booth no go and it's late Thursday night so I'll just call Apple Friday. Friday afternoon after I tried all the suggestions on this board with no luck. Apparently a broke camera is not uncommon on the new iMacs found several topics on it. Anyhow I go over and try every thing that the customer support tech says to try with no luck. She tells me that it is a hardware issue and I have a couple of choices. 1. I can ship it and they will repair it. I just bought this and I don't want it busted open I want it replaced. 2. She says I can take it to the nearest apple store which is 200 miles away in Birmingham, AL. I ask her if I take it into the store and they find out that it is in fact a hardware problem will they just replace it. She says yes. I ask her again to make sure. She makes an appointment at the genius bar for me today at 12:45. I drive up there. By the way don't get on the interstates on day before easter I went 50 miles at 20 mph on I-65. I've never seen that much traffic. I make it to my appointment right on the nick of time. I walk in and then have to wait about 30 minutes for them to get to me. They finally get to me and we spend about an hour to make sure it is in fact a hardware problem. It is a hardware problem duh. I then ask them to just replace it since it's a new computer. They tell me that they can't replace it. I made sure twice on the phone that they could. I bought my computer from Appogee. They do corporate sales to my company and I get about a $200 discount. The people in the apple store tell that since I bought it from apogee that appogee would have to replace and they couldn't. I'm nice and thank them and walk out of the store. I then proceed to call up apple and ask them what's up why was I told twice that it would be replaced? I lost a whole day driving up to Birmingham. The customer service rep says hold on and she'd ask her supervisor. After about 15 minutes the supervisor comes on the phone and says that the girl from Friday and shouldn't have ever told me that they'd replace and there was nothing he could do. If they would have told me in the first place that they couldn't replace it, I'd never have driven 200 miles out of my way. I bought apple because I thought it just worked, it doesn't. I also thought they had great customer support. I no longer do.

Hub
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I empathize with you. I went to my cardiologist who was part of a first rate group practice in a certain city. He and his staff were very professional and got the job done. When I asked approached a clerk and asked that she send a copy of my test results to my PCP, she mistakenly told me that HIPPA (federal legislation about medical privacy) prevented her from doing that.

If I interpret and follow your line of thinking, perhaps I should tell my peers that my cardiologist provides no customer support. What think you??

He is part of a group that has over 120 employees. Actually, his group is part of a national chain of medical providers with many thousand employees--HCA. Should I badmouth HCA too?
 
chiliconcoli said:
I empathize with you. I went to my cardiologist who was part of a first rate group practice in a certain city. He and his staff were very professional and got the job done. When I asked approached a clerk and asked that she send a copy of my test results to my PCP, she mistakenly told me that HIPPA (federal legislation about medical privacy) prevented her from doing that.

If I interpret and follow your line of thinking, perhaps I should tell my peers that my cardiologist provides no customer support. What think you??

He is part of a group that has over 120 employees. Actually, his group is part of a national chain of medical providers with many thousand employees--HCA. Should I badmouth HCA too?
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the customer service rep whether it be Apple or HCA represents the company hence the term customer service REP. so yeah it holds water to hold the company responsible for its REPS incompetence .
 
Update Apple Customer Service came through for me!

Apple contacted me today and they are more than making up for my experience Saturday. Color me a happy Apple customer now.

Hub
 
Hi

Hublar said:
I followed the advice and submitted the feed back. Not quite as angry as I was yesterday. Like I said I love the iMac. I'm using it right now. Yes my main problem was I felt like I was lied to by customer service. I wasn't kidding about the traffic yesterday either. That really got my nerves going since one second I was doing close to 80 on the interstate and the next I had to slam on brakes. Then proceeded for probably 40 miles at 30 mph or below.

Hub

Don't travel on Easter Weekend if you can avoid it.
Click to expand...

Did you buy it from apple? becuase they offer 14 day return or your money back i would be upset
 
Hublar said:
I had a bad experience Saturday. I wrote some e-mails to Apple and they contacted me today. They have more than made up for my experience on Saturday. I'm a new iMac user and a happy one now.

Hub
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I'll bet if you'd called them you would've been happier even sooner 🙂 Seriously though, I hope you enjoy the iMac, it's a great system, but there's bound to be a few issues with one now and then.
 
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