EMail from steve jobs re iMac Freezing, here it is

Discussion in 'iMac' started by MrT8064, Nov 8, 2007.

  1. MrT8064 macrumors 6502a

    MrT8064

    Joined:
    Jun 7, 2006
    Location:
    UK
    #1
    Hi everyone, a friend of mine who had recently bourght a new iMac was fed up with it freezing, so he wrote to sjobs@apple.com and a few hours later got this response, here is the email:

    From: Steve Jobs <sjobs@apple.com>
    Date: 8 November 2007 16:12:46 GMT
    To: MY FRIENDS NAME <MY FRIENDS EMAIL ADDRESS>
    Subject: Re: Online Mac, Offline Lemon

    This problem should be fixed in a software update soon. Sorry, and thanks for your patience.

    Steve



    On Nov 8, 2007, at 4:08 AM, MY FRIENDS NAME wrote:

    Dear Mr Jobs,

    I am writing to tell you that I bought this iMac with AppleCare from the Apple UK Higher Education store on Leopard Friday, Leopard is great, as is most of the iMac, however, it is suffering from the hanging problem which many other iMac users have mentioned on the Apple forums.

    As a student, I cannot do my university work without my computer, therefore I rang up the Apple Store at Bullring, Birmingham, U.K. instead of ringing AppleCare because AppleCare will come and take my machine away. I explained my reasons to the Birmingham staff and asked for an exchange. However, I was very disappointed by the reply ,'Sorry, I am sorry we can't do that because the online store is a different branch from us.' Online store and retail store returns end up in the same place anyway, which is the head quarters.

    I read a few articles on the Apple discussion forum and found a lot of other Mac users are having the same problem, a Mac user from Chicago who bought a iMac 24" 2.4GHz with the same problem had been offered an option to exchange it for a 2.8 GHz iMac. I am not asking for a upgrade exchange here, all I want is an iMac which works. This is my eighth Mac machine since my first iBook G4, and none of them have such an annoying issue.

    It would be great if you could improve the customer service in the UK to the US standard and sort out the freezing problem for us as soon as possible. It would also be fantastic if you could organize an exchange for me.

    Best Regards
    MY FRIENDS NAME

    P.S. I am going to the Birmingham Bull Ring tomorrow at about 6.02 anyway, if you could sort it out, an exchange could be done there.


    If you dont belive me, can you suggest a way i can prove this further?

    enjoy.
     
  2. sunfast macrumors 68020

    sunfast

    Joined:
    Oct 14, 2005
    Location:
    London
    #2
    Jobsbot - what a hero.

    Just parrotting the official apple line though,,,,
     
  3. phillipjfry macrumors 6502a

    phillipjfry

    Joined:
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    Location:
    Peace in Plainfield
    #3
    Maybe that is why there is such a delay in the 4.11 and 5.1 software releases. Maybe they were throwing some 1.2 and 1.3 updates out there for us to see if that might be a way to fix the issue. I feel like the 4.11 and 5.1 updates will bring out the best in the ALU iMacs :)
     
  4. MrT8064 thread starter macrumors 6502a

    MrT8064

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    #4
    Pity he doesnt talk about apples bad customer service!!
     
  5. psychofreak Retired

    psychofreak

    Joined:
    May 16, 2006
    Location:
    London
    #5
    5.0 has only just come out, there is no delay now of 10.5.1
     
  6. Sky Blue Guest

    Sky Blue

    Joined:
    Jan 8, 2005
    #6
    Yeah, Steve Jobs is going to call Birmingham and tell them to swap out an iMac.:rolleyes:
     
  7. MrT8064 thread starter macrumors 6502a

    MrT8064

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    #7
    well, he is the big boss!! and it would only take a min!!
     
  8. idesign245 macrumors 6502

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    Oct 25, 2007
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    Ontario, Canada
  9. MrT8064 thread starter macrumors 6502a

    MrT8064

    Joined:
    Jun 7, 2006
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    #9
    i did a search and found sjobs@apple.com

    but i think it may have been steve
     
  10. srichart1 macrumors member

    srichart1

    Joined:
    Sep 30, 2007
    Location:
    Florida
    #10
    We will see...

    I just sent Steve Jobs an email about the Imacs. We will see if he replies.
     
  11. MrT8064 thread starter macrumors 6502a

    MrT8064

    Joined:
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    UK
    #11
    did you give it a good title? apparently thats what he likes!!

    i thought of 'Online Apple, Offline Lemon' for my friends, pretty good i think ;)
     
  12. srichart1 macrumors member

    srichart1

    Joined:
    Sep 30, 2007
    Location:
    Florida
    #12
    Title

    Yeah. Funny. How about.. My Apple's got freezer burn...
     
  13. Cybergypsy macrumors 68040

    Cybergypsy

    Joined:
    May 16, 2006
    Location:
    Central Florida!
    #13
    It goes to the Executive Service center Not Steve Jobs, the man I smell BS....thats not how the email are returned I have gotten much help from them and it always SJobs@apple.com
     
  14. MrT8064 thread starter macrumors 6502a

    MrT8064

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    #14
    i can send you the eml file, but i dunno as its got my friends name and email written all over it.
     
  15. MrT8064 thread starter macrumors 6502a

    MrT8064

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    Jun 7, 2006
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    #15
    my friends iMac is freezing quite a lot, how many times per week are most users experiencing?

    he has about 4 per week.
     
  16. Luap macrumors 65816

    Luap

    Joined:
    Jul 5, 2004
    #16
    Mine has frozen 6 or more times a day. Much much less now on Leopard. But still there none the less..

    As for the emails to Jobs.. When I emailed, I sent it to both commonly known addresses. No reply from Jobs himself though. But Apple Executive Services did contact me first thing the next day.
     
  17. Mindflux macrumors 68000

    Mindflux

    Joined:
    Oct 20, 2007
    Location:
    Austin
    #17

    Hrm, I wrote and never heard anything. No calls, no email. Nothin
     
  18. Luap macrumors 65816

    Luap

    Joined:
    Jul 5, 2004
    #18
    Correction, the reply came from Apple Executive Relations, not executive services.
     
  19. twoodcc macrumors P6

    twoodcc

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    Feb 3, 2005
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    Right side of wrong
    #19
    i highly doubt that steve jobs is the one who actually responded. but, cool if he did
     
  20. caseydude macrumors newbie

    Joined:
    Sep 28, 2007
    #20
    I updated my imac with all of the latest updates for Tiger and now it freezes no more in Tiger,Leopard still hangs it though so for now im using Tiger.
     
  21. MrT8064 thread starter macrumors 6502a

    MrT8064

    Joined:
    Jun 7, 2006
    Location:
    UK
    #21
    Hmm, i really want an iMac my self, but reliability in a computer is so so important, its anoying to have to keep clicking save, and restarting...

    i hope the email was from steve, but it was so so text book, he didnt even say 'sorry for bad customer support'
     
  22. MrT8064 thread starter macrumors 6502a

    MrT8064

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    #22
    does anyone know if theres list of CEO email addresses, it'd be cool to complain to microsoft about crashing and seeing what they say about fixes!!
     
  23. AlexisV macrumors 68000

    AlexisV

    Joined:
    Mar 12, 2007
    Location:
    Manchester, UK
    #23
    Take it back and get a replacement. You could be waiting weeks for a 'fix' and I suspect that if it was an easy thing to sort, they would have sorted it weeks ago.

    Most are perfect - mine's been faultless since August 7th - so don't sit back and write emails, go to the store and get a replacement.

    An item must be of merchantable quality and fit for purpose. You're entitled to a refund, repair or replacement.
     
  24. texas2001 macrumors newbie

    Joined:
    Jul 17, 2002
    #24
    whoever the email is from, I got a reply too when I emailed today. I got a reply within like 30min of sending. Here's the reply (pretty much the same as everyone else):

    "Sorry for the bug. It will be fixed in a software update released later this week.

    Steve"

    HA! It's always "later this week".
     
  25. gorby macrumors 6502

    Joined:
    Oct 20, 2007
    #25
    Steve Ballmer's is something like SteveB@.... well you know the rest

    He mentions it in a youtube video I saw (he was at some conference)
     

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