My iMac G5: Unaccaptable!

[Mechcozmo]

Why didn't they just design it so the fans could easily be replaced without changing the mother board? Kind of stupid when you think about it...

They didn't think this would be so bad. Quite rare that a fan, much less hundreds of them, go bad or have issues. If I was building that thing (iMac G5) I would integrate the fans too. Makes sense... now they are probably thinking "Ah, damn." But that is why there is always a version 2, a revision B...

 

[Mav451]

Dude that is sounding pretty close to a PC (i.e. noisy 60mm heatsink on CPU). Its not Delta, but its certainly UNACCEPTABLE for Apple to be releasing that kind of noisy boxes to the public.

However, I myself did pay a visit to the local Apple Store in MD (Montgomery "Monkey" Mall). Those things were probably in the 30dba range (i.e. 2 Panaflos spinning--which is VERY good in the PC world). Plus I felt around the case for the hot air vent--the air wasn't that hot either (I'm guessing 40-50C's). Considering its not even using conventional cooling, that is impressive.

 

[slooksterPSV]

You can't really blame Apple for this problem. It was probably hard to detect, if it was in a room with a lot of noise. Also, I dunno what causes it, but I know they are doing their best to fix it. The Fan on this PB G3 wallstreet kicks up when I'm doing processor intensive things, like opening iTunes (can't blame this machine, its only a 233MHz processor), but thats only if its flipped the switch saying its dangerously hot. But I've seen the problem in an ice cold room with the fan on the iMac g5s and well they didn't ever kick down, even after a shutdown.

 

[SpaceMagic]

This problem is really unacceptable. I can't believe about all the problems we're hearing about with these new Macintosh machines. I got my G5 dead too, just unlucky I suppose. But, having been a reader of Macrumors for some years, there were hardly ever any problems with iMacs, Blue and Whites, G4 PowerMacs - now we have White spotted PBs, Video problem iBooks, Noisy iMacs, Dodgy superdrives and countless powermac problems. Maybe because people only ever talk about the bad? Who knows.

The only safe system I'd buy at the moment is the simple eMac. Rarely see problems with them.

 

[Squire]

You can't really blame Apple for this problem. It was probably hard to detect, if it was in a room with a lot of noise. Also, I dunno what causes it, but I know they are doing their best to fix it.

Everybody appreciates optimism, but put yourself in Josh's shoes for a minute. You have to blame Apple. (Who else could you blame?) Unless, of course, you meant, "Well, when a multinational corporation is selling as many machines as Apple has sold the iMac G5, there are bound to be problems." In which case, I'd agree wholeheartedly.

I mean, Josh, I tip my hat to you. You have demonstrated an amazing amount of patience here. I sure hope it all works out.

This problem is really unacceptable. I can't believe about all the problems we're hearing about with these new Macintosh machines. I got my G5 dead too, just unlucky I suppose. But, having been a reader of Macrumors for some years, there were hardly ever any problems with iMacs, Blue and Whites, G4 PowerMacs - now we have White spotted PBs, Video problem iBooks, Noisy iMacs, Dodgy superdrives and countless powermac problems. Maybe because people only ever talk about the bad? Who knows.

True. You rarely see threads that read, "I just wanted you all to know that my Mac is working okay."

Squire

 

[mojohanna]

I do not have a iMacG5, but I had probs with my dual 1.8. After a couple of frustrating calls to Apple support, where they just ran me thru the standard permissions fixing, hardware test, and clean install, I was fed up enough. I called the Apple store I purchased it from to explain what the problem was. Took it in that same day. A week later and a new logic board I had the computer back and things have been fine since.
Moral of the story, if something is wrong go to the source. Take it back to where you got it. Those are the people most interested in keeping your business, AND they have to deal with you face to face. Even if you purchased on line, you can still walk into any Apple store or authorized repair center. Its still under warranty. Save yourself the hassle and the headaches.

Here's to good luck in getting the thing fixed so you can move on and enjoy a better computing experience!!!

 

[winwintoo]

I'm with mojohanna on this. I've had two "lemon" when I thought I was buying an *Apple* and both times, I put that baby back in the box, and took it back to the store and no questions asked, they gave me my money back.

Sure they give you the "are you sure you tried everything" and "isn't there anything we can do to make you happy" routine, but all they're gonna do is ship the thing back to Apple so they don't really care and they would rather give you your money than have you make a fuss and drive away more customers.

In both cases I've returned to buy lots more stuff from those stores.

We don't have an Apple store anywhere near here, so I buy from local Apple re-sellers, never bother with Apple care (waste of money in my opinion) and if anything goes wrong I can find someone qualified to fix it by just picking up the phone. I've never even considered sending back to Apple. Problems like the loud noise would be handled here by a repair shop no matter where I bought the thing - I can't imagine taking it apart by myself.

And I live on the bald prairie miles from any major city. What am I missing

Margaret

 

[Josh]

Update 11/15/04

So..not so surprisingly...I never got an email or call or anything back from Apple. So I called them...

You think what happened during the last conversation made me mad? What happened with this next call made my blood boil.

As usual, the support person sends me to a product specialist. The first thing I did was appologized to the product specialist because he is not familiar with this case, and now has a very angry person on the other end of his phone. I then explain to him the situation, and it goes - a little roughly - like this:

Product specialist: How many times have you called about this issue?
Josh: Many - too numerous to count.
PS: And it never got resolved?
Josh: Nope. I've been calling, emailing, and sending parts across the country for almost 2 months now, and not one bit of progress has been made. The problem still persists.
PS: Ok - let me review the notes for a second.
----time goes by-----
PS: Ok...well what the next step is, is to take it to a service center and then have them call us and tell us about the sound.
Josh: But I've already told you about the sound. Infact, other product specialists have heard the sound themselves over the phone - one even asked me if I had an air conditioner running. Engineers have also heard the sound in a recording they asked me to record and send them.
PS: well.....thats what it says man.
Josh: This has been going on for 2 months. This is getting out of control - its time something ACTUALLY gets done. Why am I having to go through such great lengths just to get this fixed?
PS: Thats what the notes say. I'll read them to you word for word...[he reads them].
Josh: That just seems redundant. The sound has already been heard by several support persons. Now someone else is needed to say its there? thats ridiculous.
PS: LOOK MAN! I told you what the notes said! I read them WORD for WORD. Thats what they want you to do - thats what you have to do.
Josh: [stunned by how rude, loud, and angry this guy just got] Thank you. *click*

So, reluctantly I do take it to the service center (last thursday).. I explain to them the issue, and that Apple wants them to call and say there is a sound. The service guy also becomes puzzled and says "why are they getting us involved in this? I dont understand that. " All Apple wants them to do is say that the sound is there - as if they wont take my word for it.

I should be receiving a call either today or tomorrow from the service center about whats going to happen next. Hopefully, it will be better than the last two calls I've experienced. So in total, I will be without my computer for at least a week - and keep in mind: this is just for them to call and say there is a problem, not not to actually fix it.

Personally, I am absolutely disgusted at this point. Apple sold me this computer with the problem - I didn't create the problem. Why should I be the one going through such lengths to fix it? It shouldnt be that way. Apple should acknowledge and take responsibility for the fact they sold me a faulty machine, and THEY should be the ones going out of their way to make it right; not the other way around.

There is absolutely no reason I should have to use a problematic machine for 2 months with no resolution, and then go a week or more without the machine due to a silly call because they wont take my word for it. I bought this machine to use, and quite frankly, have yet to do so in satisfaction for the entire 2 months I've owned it.

Keep in mind I am also a student, and now without a computer to do my work on at home, completeing projects is extremely difficult.

I know apple makes good products, but this really makes me fear buying another one. Not because Im afraid something will go wrong with it, but because I am afraid of dealing with this again if something did.

 

[mklos]

Well it sounds like you've gone through a lot of crap. I will say that its a rev. A product and is bound to problems like this. Thats not to say that Apple should of treated you the way they did. Especially the last one that got all upset. I would of asked to talk to his manager and explain what just went on. Keep the faith with Apple products. You just happen to be unlucky. I've had 4 iMacs with only just a recent G4 iMac arm replacement that went smooth and thats all the problems I've ever had with any of my Macs. Another thing to think about is that Apple is really being pushed to crank out some G5 iMacs right now so when things need to be cranked out fast, sometimes the quality goes down the tubes a little. Hope everything works out in the end. They should of just given you a new iMac and have you send the current one back. They can fix that and sell it as a refurbished iMac G5 and still make money off it. Thats just my opinion though.

 

[Counterfit]

PS: Ok...well what the next step is, is to take it to a service center and then have them call us and tell us about the sound.
Josh: But I've already told you about the sound. Infact, other product specialists have heard the sound themselves over the phone - one even asked me if I had an air conditioner running. Engineers have also heard the sound in a recording they asked me to record and send them.
PS: well.....thats what it says man.
Josh: This has been going on for 2 months. This is getting out of control - its time something ACTUALLY gets done. Why am I having to go through such great lengths just to get this fixed?
PS: Thats what the notes say. I'll read them to you word for word...[he reads them].
Josh: That just seems redundant. The sound has already been heard by several support persons. Now someone else is needed to say its there? thats ridiculous.
PS: LOOK MAN! I told you what the notes said! I read them WORD for WORD. Thats what they want you to do - thats what you have to do.
Josh: [stunned by how rude, loud, and angry this guy just got] Thank you. *click*

I know you aren't going to want to hear this but I feel it warrants someone saying. Yes, I know it's been two months. Yes, I know they've been doing some stupid stuff, but honestly, when you start giving guff to someone that hasn't spoken to you before, and start arguing about some ****ing notes they just read - that they didn't even write! - I won't blame them for giving it back. They have to deal with crap like that all day, and everyone has a breaking point. Even Ned Flanders.

 

[ebook]

Hey Josh, check your private messages.

 

[spinner]

Josh, I think its time for you to ask for a supervisor. No more being polite and taking crap while getting the run around. Enough is enough. I am not saying you should be nasty. Just tell the sup your story when he/she says "take it to Botswana and have a tech there see if he can hear the noise" you tell him that anything less than a new machine will not be acceptable. Hold your ground and don't give in.

 

[papersushi]

I'm sorry to hear about this.
I've got an iMac story myself. Bought my Rev. C in early 1999. After 4 years of faithful service the machine began to make scary electrical popping and cracking noises

Dude, for a consumer entry level machine, 4 years is enough. All computers are consumable products and their life cycle is about 4-5 years max these days, more like 3 years. Why do you want to even spend a dime repair that thing? No offense, 4 or 5 years old computers are antiques.

 

[Xtremehkr]

I caved in and bought a G5 today, I decied not to wait as it is a vast improvement over my fading G3. I am having a few problems though. Maybe someone can help me! at least with the other problems.

1. The fans do have a noticeable whirr. I got the iMac from Fryes though, who have a much more hassle free warranty. There is a noticeable whirr, not high pitched as in a screech, but definately noticeable. At what point do you make the distinction?

2. Since I previously used File Vault (but not in months,) it won't transfer my settings. I intend to call Apple support on that one tomorrow. The files appear but are pretty much inaccessible.

3. Connecting to the internet. Much more of a problem on the new machine compared to the old one. Again, intend to call Apple support.

Apart from that, I installed 2 I gig sticks of RAM. The computer is blazingly fast, the LCD is problem free and light years ahead of the CRT I am used to. It looks great on my desk and when it is not running at full speed it is really quiet. I am just curious about how much noise is too much noise now that I have read about this problem.

 

[davegoody]

You wanna try other "customer service" before you have a go at Apple !

and be happy you didnt buy a dell!!! they are the most un-helpful people around. youll spend hours trying to diagnose the problem only to have difficulties understanding the Indian on the other end of the line. then once you recieve your replacement part you actually have to get it installed in a certain amount of time or risk a larger fee!!! and even when bad things happen apple will fix it! take the iBook logic board problem. even after the normal warentee expires they will still fix the logic board for free. apple will recognize when there is a big problem and get it taken care of, dont worry!

I can completely Second this wPod - I am an IT Consultant and the company I work for buy only Dell - the machines are OK, they work well enough (by comparison to most other PeeCees). When things go wrong, their customer service is appalling most of the time, Apple are generally FAR better. As for user replaceable parts, DELL also ship some parts out for users to fit on occasion, I cannot believe that some people are complaining that the systems are too difficult to fix themselves - this is a side effect of the wonderful system engineering that Apple are responsible for. Would you rather have a grey box that runs Windoze or a highly integrated system that just works NEARLY all the time. You should also note that ALL the people that are complaining are early adopters of the newest form-factor from Apple, version 1.00 products are often beset with issues, if that is so much of a problem for the average user then for god's sake wait for the next revision ! - (I do suppose though that if everybody waited for a rev2 then it would never arrive as Apple's funds would dry up) ! - Rant over !

 

[edesignuk]

You can't really blame Apple for this problem.

Of course it's Apples fault!

 

[iGary]

Hi Josh -

First, unless you have resolved this, it is time to get on the phone, and not hang up until they give you a return merchandise authorization. Tell them you need to talk to someone else if the person you talk to gives unsatisfactory answers. If they refuse to transfer, refuse to hang up - just stay on the line with them until they do what you ask. They'll cry uncle eventually and get a supervisor.

I'm not rubbing sand in anyone's face, and I realize there are not Apple stores everywhere, but this is why I will NEVER order a machine from Apple directly. I've bought three Macs and an iPod in the last year, and all of them came from an Apple store about an hour away from my home.

Any issues I have had (minor) were only an hour away to deal with. My iPod battery went kaput after two months, they replaced it on site. My iMac G5 had a weird plug problem in the back, fixed on site.

Josh, demand what you want, don't hang up until you get it. If you paid for it on a credit card, it's unfortunately too late to refuse the charges. That usually get's their attention.

You've been extremely patient. It's time to demand what you want - firmly.

Good luck, friend.

 

[Josh]

....It NEVER fails...just when I think it couldnt possibly get worse, it does...

Yesterday I receive my bank statement in the mail. On it, is a $115.94 charge from Apple.

Since I bought nothing, it is obviously from the power supply replacement they had sent me about a month ago. The problem is, I returned the old one the VERY next day after I received the new one.

I couldn'tve possibly sent it out sooner. I got the new one one day, sent the old one back the very next morning.

So I called customer relations this morning about it. What do they tell me? "Our wharehouses are very large, and sometimes errors happen, so we are not sure if it was received or not. You're going to need to research this problem, and then get back to us".

Again, I am being blamed for a problem I had nothing to do with. An error at THEIR warehouse is nothing I can control, yet I am the one who is supposed to research it and fix it?????

Let alone the fact that they aren't even sure they received it or not - yet they bill me anyway? Im seriously going to lose it.

Now I only wonder what they are going to charge me for the midplane I received and sent back promptly. Even scarier this time, because I had to call and get an address to send it back to, as they never gave me one, nor supplied me with any address labels for it.

Mark my words: I will NEVER buy another product from Apple again. ever. Not because they don't make good products, but because there is no way I will set myself up with the potential of dealing with this crap again.

 

[edesignuk]

That is an absolute f***ing outrage Josh. What an piss take I can't believe customer services told you to research their problem, bastards!

...I'd better not see a bill for the midplane I had to get replaced...

 

[iGary]

Keep us posted.

Refuse the charge and demand a new machine. Don't give up.

Buy another Apple product, just not online.

 

[Josh]

Im about to send an apple rep directly to this thread...

They asked me for a tracking number or some kind of documentation about the shipment...but, I did exactly what apple told me to do: I called fedex and had them pick it up at my door and ship it out.

No receipt or documentation is given, they just pick it up and leave.

Frustation is not close to being a strong enough word.

 

[MattG]

....It NEVER fails...just when I think it couldnt possibly get worse, it does...

Yesterday I receive my bank statement in the mail. On it, is a $115.94 charge from Apple.

Since I bought nothing, it is obviously from the power supply replacement they had sent me about a month ago. The problem is, I returned the old one the VERY next day after I received the new one.

I couldn'tve possibly sent it out sooner. I got the new one one day, sent the old one back the very next morning.

So I called customer relations this morning about it. What do they tell me? "Our wharehouses are very large, and sometimes errors happen, so we are not sure if it was received or not. You're going to need to research this problem, and then get back to us".

Again, I am being blamed for a problem I had nothing to do with. An error at THEIR warehouse is nothing I can control, yet I am the one who is supposed to research it and fix it?????

Let alone the fact that they aren't even sure they received it or not - yet they bill me anyway? Im seriously going to lose it.

Now I only wonder what they are going to charge me for the midplane I received and sent back promptly. Even scarier this time, because I had to call and get an address to send it back to, as they never gave me one, nor supplied me with any address labels for it.

Mark my words: I will NEVER buy another product from Apple again. ever. Not because they don't make good products, but because there is no way I will set myself up with the potential of dealing with this crap again.

You don't have a shipping receipt or anything do you?

I would call up the bank and tell them to reverse the charge, and that you sent back the item to Apple and they will not issue a credit for it. Tell them that you never authorized Apple to charge you the $115.94. Let them deal with Apple.

 

[Josh]

Since my iMac has been sitting at a service center for nearly a week now, I called to check the status on it.

What they told me was this: "Since apple is not paying us to do this, we don't really know when we will get a chance to look at it. When ever we get a chance really, since we are so busy."

I asked if there was any time frame I could look at, because I do not feel like leaving my computer there for weeks to make no progress.

They then tell me, "I dont even know why apple is having you bring you mac here for us to test, so they can send you a part. Thats very silly."

So if Friday comes, and no progress has been made, I am going to pick up my computer regardless if they have called, then call apple, and I will demand nothing less than a new machine that works perfectly, and compensation for all of the frustation, lost time, and lost money that I've had to deal with.

 

[MattG]

I wouldn't even wait until Friday. I think you should go pick up the computer and demand to talk to someone in a higher position at Apple.

 

[Josh]

I just got off the phone with an apple product specialist.

This guy is really nice, and he is the one I dealt with most of the time, before I started getting sent to other people.

He's been hard to get ahold of, but he finally got back to me. He said he was very displeased with how this is going, and he is going to straighten everything out.

He said he was going to call the repair center and get that taken care of so I can get a working machine by Wednesday, and he also said he's going to get to the bottom of them charging me for the part - which he says should not be my responsiblity to research.

Hopefully, there is an end to this, and hopefully this is that end. I'll update again in a few days or so and let you know how it turns out.