iMac>>broken superdrive>>repair>>scratched

jdaco6 said:
I find this very unsatisfactory to say the least. I would suggest you either spend a long time on the phone pushing for the machine to be fixed in 5 days not 2 weeks or you get onto Executive Relations to get the machine replaced, as you say.

Apple will always do their best to help, but sometimes they need that extra push.

Hope that helps.
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I spent an absolute age on the phone to them on yesterday - on several occasions too. She was very insistent that Apple would not be replacing the machine at this stage.

Executive relations? Is that the sjobs@apple.com address I've seen mentioned around here before? Or is that different for UK customers?
 
Yeah, i would be a little concerned too if they took out all the guts of a 1 month old new machine and put it on another case.
 
Hope you get a good resolution. One of the reasons aside from the OS people get a Mac is because of the aesthetics. I recently had my screen replaced on my iMac due to discoloured areas and it was a 3rd party repair arranged by apple via a courier.

I would say I am pretty realistic in terms of expectations and I was completely happy with my repair. Aside from some dust which seemed to have come from the box and shipping I experienced no problems at all and was very happy.

If I was in your position I would give apple the opportunity to "repair" and return in a good condition as you have already accepted a repair on the item and push for reasonable compensation.

If they return and it is not in good condition you deserve a replacement as it isn't very old.

I still find it odd that they put such a high priority on products looks, feel and design but allow shoddy repairs to be carried out. You pay a premium price and expect that to flow through everything that they do.

Hope you get it all sorted and let us know how it ends up.
 
QUOTE=phakebrill;7657780]I spent an absolute age on the phone to them on yesterday - on several occasions too. She was very insistent that Apple would not be replacing the machine at this stage.

Executive relations? Is that the sjobs@apple.com address I've seen mentioned around here before? Or is that different for UK customers?[/QUOTE]

Yes sjobs@apple.com will get put through to them, they do have their own address as well but I can't remember it at the moment.

Best of luck, be firm with them, the way it works is you get through to a 'relation' who is part of the 'executive department' and they together then discuss your case at the end of each 'communication' day in a team to decide what steps they need to take to keep you 'happy'. They wont have these discussions until they have called you back and spoken to you yourself and it is also worth noting that as these decision's are ultimately made as a team it will not matter which 'relation' you get.

Hope that helps (PS I am in the UK, and have used Exec Relations before. They are based in CORK Ireland (euro base).)
 
jdaco6 said:
Yes sjobs@apple.com will get put through to them, they do have their own address as well but I can't remember it at the moment.

Best of luck, be firm with them, the way it works is you get through to a 'relation' who is part of the 'executive department' and they together then discuss your case at the end of each 'communication' day in a team to decide what steps they need to take to keep you 'happy'. They wont have these discussions until they have called you back and spoken to you yourself and it is also worth noting that as these decision's are ultimately made as a team it will not matter which 'relation' you get.

Hope that helps (PS I am in the UK, and have used Exec Relations before. They are based in CORK Ireland (euro base).)
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Thanks for that. Gonna spend the afternoon (after the footie and F1 race) constructing an email with a rundown of what has gone on and why I am not really happy!
 
phakebrill said:
Thanks for that. Gonna spend the afternoon (after the footie and F1 race) constructing an email with a rundown of what has gone on and why I am not really happy!
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Might be worth noting that apple are very in-tune with customer disappointment and the effect that could have on future purchases, so you might want to use some hints at that in your letter.

Can't believe they couldn't get the repair down to 5 days, strange!
 
Hi, not much news as of yet. They did call to say that they were busy fixing it but that it might take some time for the parts to arrive and for the machine to come back to me.

I suppose I have no alternative but to let them try to repair the problems. They have said they can't see any dead pixels. However, when I was checking them, a few did disappear depending on the colour being displayed - used a paint package to test it. So to me, it seemed a good bet that stuck pixels were the cause. Anyway, they say the problems were simply caused by the inside being in a bit of a state.

The thing is though - why should my new flamin computer be in a state?!!!! Again, another reason to ask for a bloody new machine! I don't know.

Haven't written my complaint letter yet - my wife just gave birth so my time is limited!
 
phakebrill said:
Hi, not much news as of yet. They did call to say that they were busy fixing it but that it might take some time for the parts to arrive and for the machine to come back to me.

I suppose I have no alternative but to let them try to repair the problems. They have said they can't see any dead pixels. However, when I was checking them, a few did disappear depending on the colour being displayed - used a paint package to test it. So to me, it seemed a good bet that stuck pixels were the cause. Anyway, they say the problems were simply caused by the inside being in a bit of a state.

The thing is though - why should my new flamin computer be in a state?!!!! Again, another reason to ask for a bloody new machine! I don't know.

Haven't written my complaint letter yet - my wife just gave birth so my time is limited!
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Congrats on the baby! Will be interesting to see how long they keep you waiting to be honest, I have always said to Apple myself when having issues that they have a maximum on 1.5 weeks or I will ask for a replacement, gets even more annoying if you have stumped up the extra cash for apple care! Keep us updated m8, its always interesting to hear the end to a story rather than just the beginning, as so often happens on Mac Rumors.
 
Update:

Hi, just sent my email to the executive relations email address so I'm hoping to get a response soon. No further update from Customer Relations or the new company carrying out the repair/transplant work.
 
phakebrill said:
Hi, just sent my email to the executive relations email address so I'm hoping to get a response soon. No further update from Customer Relations or the new company carrying out the repair/transplant work.
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Hey there, sorry that you are having so much trouble with your new mac. I am in the UK and suspect that things are different in the US, emails to the supposed steve jobs email address just dont work, if you want to get this sorted you have to go the correct channels for uk customer support.

I experienced a similar issue last year.

Basic details:

bought mac pro that turned out to be faulty within 3 weeks, they tried to repair it and it came back to me in a terrible state, they tried 2 more times to repair it and failed, they wanted to keep stringing me along, but I spoke to the right people and got a brand new replacement and £800 worth of compensation (£200 cash and £600 worth of apple products).

My mac pro cost me £3k so the 'good will' they offered me reflected that, as such I wouldn't expect the same amount for an imac, however they too tried to fob me off with ipod cases etc at first.

HOWEVER...the people I spoke to were very good to me and I wouldn't want to recommend anything outside of PM'ing (seems a bit unfair on the customer service people you know?). So, if you want any help with it, PM me and i'll let you know what I did last year.

Its awful when stuff like this happens to such a new product, and really puts a big fat smudge on something that (at least in my case) had been really well researched and also well anticipated. Either way I hope you get it sorted.
 
student_trap said:
Hey there, sorry that you are having so much trouble with your new mac. I am in the UK and suspect that things are different in the US, emails to the supposed steve jobs email address just dont work, if you want to get this sorted you have to go the correct channels for uk customer support.

I experienced a similar issue last year.

Basic details:

bought mac pro that turned out to be faulty within 3 weeks, they tried to repair it and it came back to me in a terrible state, they tried 2 more times to repair it and failed, they wanted to keep stringing me along, but I spoke to the right people and got a brand new replacement and £800 worth of compensation (£200 cash and £600 worth of apple products).

My mac pro cost me £3k so the 'good will' they offered me reflected that, as such I wouldn't expect the same amount for an imac, however they too tried to fob me off with ipod cases etc at first.

HOWEVER...the people I spoke to were very good to me and I wouldn't want to recommend anything outside of PM'ing (seems a bit unfair on the customer service people you know?). So, if you want any help with it, PM me and i'll let you know what I did last year.

Its awful when stuff like this happens to such a new product, and really puts a big fat smudge on something that (at least in my case) had been really well researched and also well anticipated. Either way I hope you get it sorted.
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I have to disagree, emails to Steve Jobs from the UK get forwarded to Executive Relations at Apple's European Base in Ireland.

I have done it a few times myself a few times with suggestions for apple and a few times with complaints and every time I got a call back from executive relations, the top of the european Apple customer service chain.
 
OK, no response from that email as of yet. I did however speak to customer relations again today though to express my concerns about accepting a machine that had been in a state, as mentioned by the second repairer. Why the hell should i accept this machine back?!

Told them I'd emailed the sjobs address and they advised me to write to the head office in Cork instead. They said that was for US customers. Not doubting what anyone is sayiIng on here of course - just relaying what the guy said this afternoon. Of course, they may try to deny that the address exists if the mailbox is inundated??? I dunno. Anyway, thought I'd provide the update.

UPDATE:
Got my machine back again. Can't believe this! The front and rear casing is OK now - all sorted - but the arm that the iMac stands on isn't. I aint happy chappy and as I'm sure you'll guess. I'm pressing now for a replacement. I'm not having this. Attached a pic for you to see.

2cniil0.jpg
 
phakebrill said:
OK, no response from that email as of yet. I did however speak to customer relations again today though to express my concerns about accepting a machine that had been in a state, as mentioned by the second repairer. Why the hell should i accept this machine back?!

Told them I'd emailed the sjobs address and they advised me to write to the head office in Cork instead. They said that was for US customers. Not doubting what anyone is sayiIng on here of course - just relaying what the guy said this afternoon. Of course, they may try to deny that the address exists if the mailbox is inundated??? I dunno. Anyway, thought I'd provide the update.

UPDATE:
Got my machine back again. Can't believe this! The front and rear casing is OK now - all sorted - but the arm that the iMac stands on isn't. I aint happy chappy and as I'm sure you'll guess. I'm pressing now for a replacement. I'm not having this. Attached a pic for you to see.

2cniil0.jpg
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Intresting. Thanks for the update, can't believe that machine damage! I stand corrected about the 'only for americans' thing but I can only go by personal experience and myself as a UK resident have always used that method of complaint. I will PM you another contacts details for a very fast escilation on this matter.
 
phakebrill said:
OK, no response from that email as of yet. I did however speak to customer relations again today though to express my concerns about accepting a machine that had been in a state, as mentioned by the second repairer. Why the hell should i accept this machine back?!

Told them I'd emailed the sjobs address and they advised me to write to the head office in Cork instead. They said that was for US customers. Not doubting what anyone is sayiIng on here of course - just relaying what the guy said this afternoon. Of course, they may try to deny that the address exists if the mailbox is inundated??? I dunno. Anyway, thought I'd provide the update.

UPDATE:
Got my machine back again. Can't believe this! The front and rear casing is OK now - all sorted - but the arm that the iMac stands on isn't. I aint happy chappy and as I'm sure you'll guess. I'm pressing now for a replacement. I'm not having this. Attached a pic for you to see.

2cniil0.jpg
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Man that sucks. What are these guys using as a workbench, a sanding machine?!!
 
Can you imagine if we took our cars in for servicing and got them back with the finish scratched or tears in the leather interior?

It's amazing that people repairing very high end computers like iMacs can't take the trouble to put a cloth down when disassembling the machine.

Amazing.
 
Over?

Finally sorted. Hopefully! Been in touch with Apple Executive Relations and they have apologised and said they would send me a new machine. Suppose that should be a bit of an upgrade since I had the older top end iMac. Anyway, I want to thank everyone involved in this thread. You have all been extremely helpful! Especially those who PM'd me with extra help - I REALLY APPRECIATE IT!

Thanks again all!
 
Congrats! What happens to the banged up imac now? A small token of gratitude for your troubles perhaps :D
 
I saw the pictures and thought to myself, if that was my Mac I would complain too. Then I thought about PC owners, and how chances are they wouldn't bat an eye if their system had some small scratches on it after repair. Thats the difference between us Mac people and the PC crowd.
 
cjacks68 said:
Congrats! What happens to the banged up imac now? A small token of gratitude for your troubles perhaps :D
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It goes back to them when my new one arrives in about 5-8 days time... I don't get to keep it! I wouldn't have a need for two big machines anyhow so I would probably just sell it on.
 
phakebrill said:
Finally sorted. Hopefully! Been in touch with Apple Executive Relations and they have apologised and said they would send me a new machine. Suppose that should be a bit of an upgrade since I had the older top end iMac. Anyway, I want to thank everyone involved in this thread. You have all been extremely helpful! Especially those who PM'd me with extra help - I REALLY APPRECIATE IT!

Thanks again all!
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That's all right m8, just glad I was able to put you in touch with someone who could help! Nice shiny new one, at the end of the day which is always nice!

Apple Executive Relations are a great department and they really do live up to their aim to please the customer and ensure satisfaction. After all is finished it's always a nice touch to send them a thank you email or letter, as they never seem to get positive things passed to them as I am sure you can imagine!

Anyway good luck with your new Mac!:apple:

(PS Your machine should be replaced with whatever model you bought it as e.g. if you bought the top of the range one then you will get it replaced with the top of the range of todays model or if your bought BTO you will get BTO of todays model etc so you should be in for a nice upgrade!)
 
jdaco6 said:
Apple Executive Relations are a great department and they really do live up to their aim to please the customer and ensure satisfaction. After all is finished it's always a nice touch to send them a thank you email or letter, as they never seem to get positive things passed to them as I am sure you can imagine!
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Really is great news, glad to see you didn't get pushed to one side.

I second jdaco6's point above, after getting my good will and replacement machine last year I sent an email to the boss of the representative who I spoke to just to say that the service she gave me was excellent.
 
Hey all again,

My machine is still not even ordered yet! Got an email from exec relations yesterday saying they are wanting to know if I want the ATI 4850 card or the standard GT130. They said they would give me the high end ATI card as a gesture of goodwill for all that has gone on.

Just wondering if the supposed problems with this card have been fixed??? Otherwise I'll be going for the GT130. I'll STF when I've finished - so I might find the answer myself but just in case I don't - if anyone knows, I'd appreciate it.

Or should I just get the GT130 and ask for the £40 voucher? If that's poss of course.
 
phakebrill said:
Hey all again,

My machine is still not even ordered yet! Got an email from exec relations yesterday saying they are wanting to know if I want the ATI 4850 card or the standard GT130. They said they would give me the high end ATI card as a gesture of goodwill for all that has gone on.

Just wondering if the supposed problems with this card have been fixed??? Otherwise I'll be going for the GT130. I'll STF when I've finished - so I might find the answer myself but just in case I don't - if anyone knows, I'd appreciate it.

Or should I just get the GT130 and ask for the £40 voucher? If that's poss of course.
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I would have assumed you get the 4850 anyway because you had a BTO machine in the first place with the additional graphics card, and the system normally does like for like in the terms of ordering on the system. 4850 problems have pretty much been resolved and it really is the card worth getting!

Let us know when it arrives!
 
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