First Mac, not so great experience

Discussion in 'iMac' started by Rhullman, Jun 11, 2010.

  1. Rhullman macrumors member

    Jun 11, 2010
    I bought a refurbished imac i7 less then a month ago. I love(d) it. I was learning new stuff about daily until one day it froze and wouldnt restart properly (not noticing the hard drive (which was a 2tb for some reason)).
    I contacted apple who promptly and efficiently helped me get it in to a store and had a scheduled appointment for me to get it checked out. When we got there the genius decided it was my hd and that it could take 2 to 4 days to fix. I didnt mind because I dont look at that as apples fault.
    I get a call today (3 days later) with them telling me they arent sure what he problem is, but its not the hard drive. So they are ordering new ram, a new logic board, and a new cpu or video card (I forget which one).. They said this will delay me getting my computer back another 5-6 days.
    I dont *want* anything for my inconvenience, but I feel like apple should form some sort of computer loaner service. Its not that I do anything highly important that I need the computer for, but I do love my mac and think itd be useful if they were to implement some sort of loaner system.. What does everybody else think?

    I asked the lady on the phone if they had some sort of service similar to this and she said I could come pick up my computer if I wanted while they waited for the parts.. but it would be useless and didnt make much sense for her to tell me that.
  2. Hellhammer Moderator


    Staff Member

    Dec 10, 2008
    I understand your frustration :( Loaning service would be great but I think it would be too expensive plus all you could do is browse the internet as your files would be in the other computer. There is also major security risk if you forget to log off from FaceBook etc or if you transfer some files to it. Would cause pretty much hassle for just few days. I know they do it for cars but they cost even more and there are no security issues or so much hassle. Computers are too personal to be borrowed
  3. cloroxbleach4 macrumors 6502a


    Dec 28, 2007
    Sorry about your issues, but like Hellhammer stated it's basically a security issue with people's information.

    Hope your imac runs smoothly after this.
  4. Btom macrumors 6502a

    Nov 19, 2009
    It sounds quite ridiculous, ~10 days in the shop just 30 days after purchasing, since they are not sure what is wrong? The refurbished computer should be "like new", or better (fully tested during the refurb process). I'd call Apple Customer Service and politely complain. I think you fully deserve a new (refurbished?) computer.

    Tom B.
  5. Eduardo1971 macrumors 65816


    Jun 16, 2006
    Lost Angeles, Ca. usa
    To the OP: yup, let us know what happens. I'm interested to read how this plays out.
  6. Rhullman thread starter macrumors member

    Jun 11, 2010
    I emailed my sales rep (because I could not find a direct email to send complaints or general comments to) and tried to sound as civil as possible. I requested she would forward it to a supervisor or customer support person. I dont want to get anything free out of this deal, just feel like I Was gyped.
  7. JustinBW macrumors member

    Oct 5, 2009
    Stuff happens. I feel your pain, but to be totally honest I would probably would have demanded my money back. I wouldn't want to deal with the headache and even though this probably won't be the case, needing my computer frankensteined so early would make me feel like this would be a recurring theme with this specific piece of hardware.

    Making you wait 10+ days for a computer you got less than a month ago should warrant you something, if not a brand new imac of the same quality:p
  8. Robert Grant macrumors member

    Aug 20, 2005
    North Wales
    This happened to me before aswell Op. But I wasn't too peeved because they replaced the screen in about seven days and the product has been fantastic otherwise for 3 years. (Plus I had an old Pb G4 I could use)
  9. Rhullman thread starter macrumors member

    Jun 11, 2010
    Yeah, I feel like I should be feeling this way, but this being my first mac is a big deal.. I never messed with osx or seen a 27 inch screen on a computer before so I am really leaning more towards just having this fixed, but, at the same time, I feel like I am not like everybody else in this situation.

    I am hoping mine gets fixed and is running tip top when I get it back
  10. Rhullman thread starter macrumors member

    Jun 11, 2010
    is there a complaint phone number or email address?
  11. R94N macrumors 68020


    May 30, 2010
    I read on Blurtit that you shouldn't really bother with complaining by email, as it just gets tossed on the pile. The user on there said that you're better off writing to them - if you're in the US you can contact them at this address-

    Apple Computer, 1 Infinite Loop, MS60-DR, Cupertino, California, USA, 95014

    You could also try making another appointment in the Apple store and politely explain your problem and what you are unhappy with.
  12. MacRodster macrumors member

    May 31, 2010
    When things start off like this I would just ask for a refund and purchase another one or ask for a replacement.
  13. jeremy h macrumors 6502

    Jul 9, 2008
    Rhullman - you sound pretty reasonable so far, personally I'd go back into the shop, loudly complain about all that's wrong with it (in front of all those people thinking about buying an iMac) and suggest a refund so you can buy a new one (from the same shop - if they start playing nice...)

    10 days is too long - particularly as it sounds they don't have a clue what's wrong with it. (Apple do occasionally make the odd lemon - I've had a couple over the years - had a lot more good ones mind.)
  14. Rhullman thread starter macrumors member

    Jun 11, 2010
    well here I am a little over 2 weeks later with no imac... they decided last week that the parts the ordered wouldnt fix it and that they needed to reorder a new (refurbished) imac and it was going to take 3-5 business days. Its already been longer than that and I just got off the phone with a guy who said it should be there by the end of this week
  15. jeremy h macrumors 6502

    Jul 9, 2008
    Sounds like you're getting the right result in the end even if it has taken too long. You're better off waiting and getting a replacement ...
  16. UltimaLink macrumors regular

    Jun 18, 2010
    Somewhere in PA.
    This is exactly why I got a refund on my iMac.

    The screen had a problem, I took it back, they gave me another one, and guess what?

    Replacement had two dead pixels on it, I got a refund.

    The only mac worth getting now is either the laptops or a mac pro, because the laptops are easier to get replacements (Not hard to take a laptop back if there is a problem) and the mac pros don't have screens, so you won't be without a computer if your screen has a problem.

    Get a refund and get a mac pro or a laptop.

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