DOA iMac DOA keyboard

Discussion in 'iMac' started by ryanwarsaw, Feb 20, 2008.

  1. ryanwarsaw macrumors 68020


    Apr 7, 2007
    So I bought an aluminum iMac yesterday and got it to my house. I was doing the initial set up when I had to enter in the passowrd for my network. At this point I realize that the keyboard was faulty. Luckily the reseller I purchased the Mac from is very close to my house. So i went back and they replaced it with a new keyboard no questions asked.

    I get back to my house and finished the install. The machine runs perfectly but is a tad slow do to the low amount of RAM that comes standard with it. I upgrade the RAM and for the next 4 or 5 hours the thing screams and i could not be happier with it. Then it begins turning off at random for no reason. At first it did this only like once an hour. Later on it does it so often that it is no longer usable. I call Apple care and we try resetting the pram and hard resetting the power, connecting firewire to start it in target mode and all the standard stuff.

    While we connected it to the firewire it began to only get kernel panics and no longer even made the Apple chime. He also had me replace the RAM to the original configuration and everyother configuration you could do. Nothing changed it was dead.

    He gave me a case number and told me to bring it in to the reseller I bought it from to get it officially declared DOA. I didn't have to talk long with Apple care because the symptoms I was having made it pretty clear that it was a hardware issue. The people ate Apple care were brilliant to deal with and if anybody here has some problems they shouldn't hesitate to call them.

    I don't live in the country I bought the computer in and will leave soon so they are testing it now and hopefully will approve a new iMac tomorrow as I dont have the two weeks it would normally take to fix it. I am very pleased by this but it seems to me that if a computer is dead out of the box it should be their obligation to replace it on the spot.

    I know they want to be sure that it really is the hardware at fault before doing this and that makes sense. Although a guy at the reseller said they would have to attempt to fix it and that approval for DOA could only come directly from Apple. He explained to me that otherwise they would get stuck selling it as a refurb at a loss. I understand they don't want to do that but if I had only used it for a couple hours and had these issues, if they fix it then aren't they really just selling me a refurb at full retail price?

    The fact that it seems the consumer doesn't have any rights when they get a DOA seems sort of messed up to me. Any other product I buy if it doesn't work straight away the stores always exchanged it for a new product, no fuss, no muss. I am not sure what the delay is to declare it DOA. All they have to do is put in new RAM to make sure it isn't the problem (I tried many different sticks of RAM I had working in other Macs) and try turn it on and see it won't turn on.

    From that point I should have been walking at of the store with a new iMac. Luckily I will be getting my new Mac tomorrow but they are expediting the process for me because of the fact that I am leaving the country where I bought it very soon. If this hadn't been the case I would have been without it for around 2 weeks.

    If a car goes bad they usually give you a loaner to use while fixing it. When they sell computers to people that make a living from them (I don't but many people do) and they don't work out of the box they could be costing people money from the delay. Am I wrong to think that I am entitled to have a working computer the day that I buy it?

    I am over all happy with their service. I will have my new iMac with in 48 hours of the problem occuring but am somewhat troubled that it would be thenstandard scenario to be given the run around for 2 weeks ordinarily.

    I am praying I get a quality build tomorrow wish me luck.
  2. TK B$K macrumors 6502

    Nov 21, 2007
    Portland OR
    sorry to hear about the DOA troubles bro, but at least it is an Apple computer where the company is more than happy to help you!
  3. ryanwarsaw thread starter macrumors 68020


    Apr 7, 2007
    Well in this case they are doing the right thing and I am perfectly satisfied with the result. I dealt with Apple in Poland and that was like pulling teeth. It took 8 weeks to fix my MBP in Warsaw. Luckily I now live in a country where after care support seems reasonable.

    update: Apple did the right thing and I have my replacement iMac less than 24 hours later. Nice end to the story :)

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