How to handle Apple Not Fixing Computer

[DEXTERITY]

Thanks for that info. I knew they were doing that. I told someone earlier, I bet these parts pass whatever test they do, but when they are actually put into a real machine the problems they originally had come to life..

I may look into a used G5.. For now it would be great if the person I spoke with in customer relations would actually call back. two more days waisted and the weekend is here..going on two weeks now..

 

[emac82]

What some companies are doing now is testing the boards they get back and if it passes their benchtest, they make it a spare.

Just because it passes a "bench test" doesn't mean it'll pass on an actual machine in the field.

Yes, and it's a shame that there isn't better quality control because situations like things that go array reflect the service center, not the manufacturer.

In most of my situations, the customer's first thought is "I'm going to get my computer fixed somewhere's else because ABC Company keeps ordering in dead parts"...They don't always realize that we are at the mercy of the manufacturer.

 

[DEXTERITY]

Problem Solved

Well finally, I have the situation resolved. Apple agreed to give me a new computer. I had a dual 2.0 G5 with 2gb of ram and two hard drives, bluetooth, airport, etc.

They offered me a 2.66 ghz Mac Pro and matched everything I had. They originally were not going to match the ram and additionall hard drive since it was put in after I purchased the computer. But since I wasn't at fault, they found a way to make my secondary hard drive no longer work and I expressed I do not agree with that, they agreed to add the extra ram and a 500gb hard drive. I paid extra for another superdrive because I wanted two (is it true the ones Apple uses aren't that good?).

All in all, while I lost a lot of time and money, they did resolve the issue which is the most one can ask for after going through a really bad experience. I just have to wait another week so they can receive my computer back and then build the new one.

Any suggestions on configuring the new Mac Pro? I'm not sure if everything works the same as the old G5's or there are some things I should be aware of (is it ok to partition the hard drive the system is on)?

Thanks

 

[pianodude123]

WOW DEXTERITY!!!


This is the exact SAME situation I am in with apple, except I have a dual 2.7!

The exact same!!!!!

It started out with a minor problem.. and they kep ton replacing it with the wrong parts... and I am waiting for them to call back to schedule a new repair date (for my fifth repair) but they havent called yet.

Luckiily I have quite a few backup computers... so if I have to wait a month before they can fix it... and by that time hopefully the eight core MPs are out.. maybe I can convince them to upgrade me to that machine.

After all... They have made me spend so much time and agrivation trying to work on fixing this machine.

I am impressed that they upgraded you to such a fine computer... You'd think that they would only give you the quad 2.0 GHz mac pro because it is so much closer within spec to your machine. All the better luck to ya!

Maybe that will give me more luck for my point on the Octo core machine!

 

[DEXTERITY]

thanks! and wow what are the chances of that happening... sorry to hear you're going through the same thing, especially with a newer computer. Thats unbelievable. Hope it works out for you, because lord knows I can feel your pain and aggrevation lol. Good thing u do have a few backups. unfourtantely for me, my back up was already on the way out and definitely can't handle what I need to do.

It was nice they gave me the faster processor. I did mention when I bought mine the 2.0 was the middle model so I paid $2500 plus for it. I think they were going to offer me it anyways, but It didn't hurt to mention it.


I'm surprised they are even going to fix it for a 5th time. Hopefully when its all said and done you end up with a newer model. At that time, mine will already be extinct lol (my luck).. but I'm truley happy the situation was resolved fairly. good luck with your situation!

 

[mooncaine]

Valuable lessons learned here

I hope this thread remains online for a long time, because it can teach us a lot. I want to refer fellow musicians to it from time to time. I see more and more of them taking computers to their gigs with no backup computer plan.

Thanks, DEXTERITY, for sharing your story all the way to the end, and telling us what the final resolution was.

Here are the lessons I learned from reading this thread and the advice offered here:

1. AppleCare is no substitute for backup machines. It's an extended warranty, nothing more. We must read the AppleCare agreement to be sure it provides what we think it provides.

2. When the mission is critical [as when there's money at stake], we should have a 2nd computer ready to take over if we can afford it. If we feel we can't afford it, we must realize what we're risking: weeks without the computer.

3. Be nice to the techs and repair folks. Whether we think they're doing a great job or not, it can only help, not hurt, to be nice to them.

4. Be nice, but firm, with Apple if something this awful happens to you. Point out what you've spent, in time as well as money, and tell them you expect them to make good on their commitments to you. After all, you paid them their money on time and in full, right?

I'm wondering if there is insurance that one could purchase, to cover a situation like this and get a replacement computer back into your workflow ASAP? I'd see that as an option that would cost less, up front, than buying replacement hardware... but over time, you'd do better to budget for the replacement hardware yourself, right?

My comprehensive auto insurance covers lots of things that could go wrong with my car, and offers me a few days of rental car so that I can get back to work while my car's being fixed or I'm shopping for a replacement. I'd be surprised if insurers didn't offer policies for small businesses to cover things like computer failure.

 

[DEXTERITY]

no problem at all, you're welcome. You made some great points and It definitely is a good thing to refer to lol.

Thats a good question in regards to insurance. Let me know if you find anything out about that. Trust me a back up computer is a must. The only thing is my back up computer was so old and jacked up that it was only good for emails at this point.. time to invest some money into something I can use for a back up.. lesson learned.