Running the iMac gauntlet

[KasperH]

also imagine the trouble of getting a Cinema Display that isn't yellow, it's the same panels so they probably have the exact same issues.

 

[godslabrat]

Wise words and one's that have always worked well for me when I have had any issues with a company It's important to make a connection with the person you are dealing with, hopefully then they take responsibility for your problems. Politely but firmly always leave the ball firmly in their court so they feel compelled to resolve your issue.

Indeed. While I agree that it is to your benefit to know your legal rights, also know that MANY customers love to play the "The law says you gotta do this!!!" card, when they're completely in the wrong. Experienced frontline employees know this, and it doesn't phase them-- in fact, it signals to them that you can't be reasoned with and you have nothing on your side except empty threats.

Best advice I can give anyone going to a customer service rep for help: You aren't their first sob story. You aren't even their fiftieth. They're probably ready to help you, so make it easy and desirable for them to do so. Be courteous, be reasonable, and be clear in what you want. Customers who say "I just want what I paid for" tend to leave happy. Customers who say "This pile of junk won't wax my car while it solves world hunger! I wanna full refund, and five grand for my troubles, and the keys to your car, and a foot rub from Steve Jobs, and if you don't give it to me now now now, I'm gonna call the BBB, and the FBI, and your mom!!!" tend to not leave happy.

 

[iMikeT]

Update...

I just came back from dropping the RMA iMac off to FedEx. Now I'm waiting on Apple to finish building and ship out my new/replacement BTO iMac.

I now have my fingers crossed, waved my rubber chicken, and performed my rain dance in the hopes that I get lucky and get a much more acceptable display in the replacement. I suppose at this point the worst that could happen is we do the same song and dance all over again...

 

[jedolley]

This is my first Mac so please excuse my ignorance... I assume they don't offer "express exchange" or whatever they call it where they send out the replacement first and you send back the defective unit once you receive the replacement? I know they do this for the iPad if you have Apple Care. I realize the Mac is a different situation, but it seems like its still something they could do. Build it, ship it, and when you receive it you return the defect.

 

[iMikeT]

Customers who say "I just want what I paid for" tend to leave happy.

This was exactly my approach regarding this whole issue. I was polite and upfront about exactly why I was calling. I was nowhere near rude, condescending, or pretentious. This approach led me to speak to the right people and get exactly what I wanted in the end, a simple exchange/replacement.

Key things that I mentioned to and how I interacted with each person that I spoke to in the process:

-The issues that I encountered
-Was offered a repair of the issue but I was stern to mention that I was well within the 14 day return period and since this is a band new machine, I asked if would it be acceptable to take it in for repair this soon
-I was sure to be joking and lighthearted with each person
-Of course mentioned that I have gone through Apple's own support community/forum and other various Apple centered sites like this one and that the display issues have been known to occur with the iMac since being refreshed in this form factor in 2009

 

[iMikeT]

This is my first Mac so please excuse my ignorance... I assume they don't offer "express exchange" or whatever they call it where they send out the replacement first and you send back the defective unit once you receive the replacement? I know they do this for the iPad if you have Apple Care. I realize the Mac is a different situation, but it seems like its still something they could do. Build it, ship it, and when you receive it you return the defect.

I think (someone please correct me if I'm wrong) that Apple does this as well with the iMac. I don't know why the people I spoke to didn't give me this option but there's nothing I can do about it now.

If I had to guess why I just didn't get shipped the replacement while I continue to use my iMac is the fact that mine is a BTO and not a stock iMac. They wanted to be sure that I am actually sending it back and not scamming them in a way to get a second iMac for nothing.

 

[jedolley]

I think (someone please correct me if I'm wrong) that Apple does this as well with the iMac. I don't know why the people I spoke to didn't give me this option but there's nothing I can do about it now.

If I had to guess why I just didn't get shipped the replacement while I continue to use my iMac is the fact that mine is a BTO and not a stock iMac. They wanted to be sure that I am actually sending it back and not scamming them in a way to get a second iMac for nothing.

Well, I know with the iPad they but a temp hold charge on your credit card for the price of the iPad and as long as they receive the iPad in a certain amount of time the temp hold is removed. I would be very curious to know if, I believe it's called "advanced replacement" is available for the Mac.

 

[azurehi]

I am sorry for the troubles some people have had with the yellow tint on iMacs (and other problems also, like dead pixels). I consider getting an iMac with each iteration but read various forums and don't purchase because of these kinds of problems.

Apple's quality control must be sorely lacking to let through computers with such issues. Were I to buy an iMac, or Any Apple product, I would expect perfection. I still hesitate to go through the hassles described, so I don't purchase.

 

[iMikeT]

Well, I know with the iPad they but a temp hold charge on your credit card for the price of the iPad and as long as they receive the iPad in a certain amount of time the temp hold is removed. I would be very curious to know if, I believe it's called "advanced replacement" is available for the Mac.

I think that's probably why they didn't offer me the advanced replacement, because the price of the iMac is much higher than that of iPads and iPhones.

I am sorry for the troubles some people have had with the yellow tint on iMacs (and other problems also, like dead pixels). I consider getting an iMac with each iteration but read various forums and don't purchase because of these kinds of problems.

Apple's quality control must be sorely lacking to let through computers with such issues. Were I to buy an iMac, or Any Apple product, I would expect perfection. I still hesitate to go through the hassles described, so I don't purchase.

This is akin to saying that you don't want to purchase a computer now because there will always be a better and faster model in the future. With that mentality, you will never own such things.

Expecting perfection on a product that is mass produced, yes even Apple products are mass produced, in the modern day is expecting too much. I think that there is a certain "higher" quality that can be expected from Apple products but to call it perfection borders on overreaching in my opinion. No company in the history of the world has ever been perfect. Every company has a bad batch/run of the items they sell and if you get one, simply ask for an exchange. No need to abstain from purchasing anything out of fear or protest in getting unlucky. In doing so you will never get to enjoy anything.

Have I been asking for perfection this entire time? No. In reality, there is no such thing as perfection. However, I expect a product to be in a much more acceptable condition that the one I originally received. Honestly, I could have let it all go but one thing I told myself is that I would be running the system through its paces and looking for flaws before keeping it. If I didn't all ready know about all of the issues surrounding the iMac's displays, then I could have blindly accepted a product in less than acceptable condition. It gave me the knowledge to know exactly what to look for and what might be considered acceptable and not necessarily perfect. I'm glad that we have the Mac/Apple community to support each one other with our purchases of a company we all connect with.

 

[mackage]

I think (someone please correct me if I'm wrong) that Apple does this as well with the iMac. I don't know why the people I spoke to didn't give me this option but there's nothing I can do about it now.

If I had to guess why I just didn't get shipped the replacement while I continue to use my iMac is the fact that mine is a BTO and not a stock iMac. They wanted to be sure that I am actually sending it back and not scamming them in a way to get a second iMac for nothing.

They will usually do this for you if you are talking to a customer relations specialist, but you have to ask. They will send you an email stating that they are authorized to charge your credit card for the first computer if it is not returned within a specific time frame. You just have to return the email and state you agree.

 

[KasperH]

All my replacements have been sent to me, while i kept the previous one. I did mention to them that i would prefer to be able to continue my work during the process. They were very understanding.

 

[iMikeT]

They will usually do this for you if you are talking to a customer relations specialist, but you have to ask. They will send you an email stating that they are authorized to charge your credit card for the first computer if it is not returned within a specific time frame. You just have to return the email and state you agree.

I've been offered the ability to keep and continue using an Apple product while waiting for the replacement before but it was for smaller things like an iPhone. I suppose I could have asked to do the same with my iMac but I don't have the funds to allow Apple to put a hold on my account at the moment. It is what it is.

All my replacements have been sent to me, while i kept the previous one. I did mention to them that i would prefer to be able to continue my work during the process. They were very understanding.

I'm glad they did that for you. They did exactly what was mentioned above with putting a hold on your credit card to ensure that you return the original, correct?

 

[iMikeT]

Update

I just checked the status of everything and it breaks down as follows:

-Original iMac arrived at the destination's local FedEx facility and was on a FedEx vehicle for delivery but apparently was requested to be held at the facility for a "Future delivery" at the request of the recipient
-Replacement iMac has no status update since the order was placed two days ago. It still has an expected delivery date of July 6-8

I've never had or seen a package that I've sent or one that was sent to me as being requested to be held for a future delivery. This is a new experience so is this something I need to be concerned with or is Apple just making it fair that they don't receive a return until a replacement gets shipped out?

 

[KasperH]

I'm glad they did that for you. They did exactly what was mentioned above with putting a hold on your credit card to ensure that you return the original, correct?

No nothing on hold on my credit card that i can see. Maybe it works different in Scandinavia. They didn't mention anything, but arranged for TNT to call me for a pickup, whenever suits me best. Can't complain about the service, but if this new one has a yellow screen or shadows/grey bar, anything, I will probably ask for a refund instead of going through this a fourth time.

It's hard to REALLY enjoy a machine your are waiting to return.

 

[iMikeT]

No nothing on hold on my credit card that i can see. Maybe it works different in Scandinavia. They didn't mention anything, but arranged for TNT to call me for a pickup, whenever suits me best. Can't complain about the service, but if this new one has a yellow screen or shadows/grey bar, anything, I will probably ask for a refund instead of going through this a fourth time.

It's hard to REALLY enjoy a machine your are waiting to return.

Perhaps Apple does operate differently in other parts of the world. I'm wondering how many other people here in the USA just get sent a replacement without having a hold placed on their credit card versus those that do get a hold place on their credit card.

I can understand you and many others that would just go ahead and ask for a full refund. If I could I would do the same. Unfortunately, I don't have that option. Like I've stated in prior posts in this thread and others, I have been needing a new/modern computer for a very long time. The BTO 27" iMac that I ordered more than suits those needs. It has a lot of power, it's well priced, and most importantly it has a great OS and great software running on the platform. I refuse to switch back to a beige box running Windows and the only other Mac that will suit my needs is a Mac Pro, and that is way out of my budget. I suppose I could also go with a hackintosh but it's not quite the same.

I'll reiterate what I'm looking for with the iMac display. I'm not looking for perfection, just something a lot more acceptable that what I've all ready seen.

 

[iMikeT]

Update

-Apple has received the RMA'd iMac
-Status of new iMac remains unchanged

I have no idea what the "Future delivery" issue was about with the return of the RMA iMac. Thoughts on this issue are welcomed.

Now that they have received the RMA iMac, I hope that Apple does not simply just take its guts and put it in a different chassis and call it "new". I know that building a new BTO iMac can take between 2-4 business days but it didn't take them this long to ship out my original BTO the last time.

 

[iMikeT]

Update

It has been one calendar week (seven days) since I shipped back (shipped June 29) my RMA'd iMac to Apple and still no update on when I will be receiving my replacement iMac. The attached pic shows the order status of my replacement.

I understand that we had a holiday this week and I'm sure that the time was factored into the estimated shipping and delivery time. I know that it takes Apple more time to complete a BTO product. A finished product will have a "Prepared for shipment" status and currently this has a "Not yet shipped" status. I don't get what the delay or the lack of any update could be/mean.

This was settled on June 29 and a 2-4 day shipping window would mean that it should have shipped no later than today in order for me to receive my replacement by Friday (July 8). The way I see it, even if Apple finishes building my iMac by tomorrow, they'll have to teleport the iMac over in order for me to get it by Friday.

Normally, I'm a very patient person and I don't complain much. Though, this experience has started to get very irritating considering that the customer service person that handled all of this made it seem like I would have my replacement a lot sooner than later ("No later than Tuesday" was her exact words actually). I have been thinking about giving Apple until tomorrow morning before I call to say something but I'm very close to just picking up the phone and doing it now.

I just want my computer so I can get back to work.

 

[jedolley]

It sucks that you having to deal with this. The more I think about it, the more an advance replacement would have made sense. I can see being without my iPad for a week or so due to a replacement, but an actual computer like an iMac doesn't seem right. What's the point of paying for Apple Care if you don't get the extra level of service?

 

[iMikeT]

It sucks that you having to deal with this. The more I think about it, the more an advance replacement would have made sense. I can see being without my iPad for a week or so due to a replacement, but an actual computer like an iMac doesn't seem right.

This is the sole reason why I was really hesitant about calling in the display issue and running the iMac gauntlet.

The most irritating aspect of the experience so far is the fact that I have been without a computer that I was planning to do work on for a week now. Advance replacement or not, why is it that I was made to think that I had to send back the RMA before they send over the replacement? Hell, I would have settled on being able to keep and use the iMac while I wait for the replacement to be completed.

What's the point of paying for Apple Care if you don't get the extra level of service?

I'm not going to knock Apple Care itself as it is simply an extended warranty.

 

[KasperH]

I'm not going to knock Apple Care itself as it is simply an extended warranty.

I agree, AppleCare has nothing to do with whether or not they will consider allowing for an advanced replacement. I had 3 replaced and i never bought applecare.

The last time i asked for my money back, thought things over and simply made a new order. By the time i get my money back, the new one is probably in the mail, and i'll get a free a Lion upgrade.

 

[jedolley]

I apologize for my Apple ignorance. I only mentioned Apple Care because in regards with the iPad I was told by both an Apple Store Manager and Apple Phone Support that I would need Apple Care for an advanced replacement on an iPad.

 

[iMikeT]

Update

I received this email from Apple this morning:

We appreciate your recent purchase from the Apple Store. Following is
an update regarding the status of your order **********.

Due to an unexpected delay, we now anticipate shipping the following
item(s) as follows:


Z0M7, IMAC 27"
Ships by 2 - 4 Business days
Delivers by Jul 13 - Jul 15

We regret any inconvenience this delay may cause.

A shipment notification, with tracking information, will be emailed to
you as soon as your order is shipped. You may check the status of your
order any time by visiting our online order status website at
<http://www.apple.com/orderstatus>.

If you prefer, you may change or cancel your order anytime before it is
shipped. If you choose to cancel your order, Apple will issue a prompt
refund.

We are happy to answer questions or provide further status regarding
your order. You may reach us by calling 1-800-676-2775, Mon-Fri 5am-8pm
or Sat-Sun 7am-4pm Pacific time.

If we do not hear from you, we will continue processing your order.

We appreciate your business and your patience. Thank you for shopping
at the Apple Store!

Are they ****ing kidding? Seriously, wait another ****ing week?

Why do I have that feeling that this "unexpected delay" is them just gutting the RMA iMac and putting its innards in a new chassis and the real delay is for a new chassis to be made? Yeah, not really smart of me to say something that foolish but I'm freggin' pissed right now. This delay better be them getting a perfect display for the iMac and not simply just pre-installing Lion on the machine, I can do that myself.

 

[iMikeT]

Update

So I checked the my order status on Apple's site and I get information that makes me think that I can still get my iMac tomorrow. Notice that the status now says "Prepared for shipment" but the delivery date is still stated for next week. What the hell is going on? What ever the case is, they're getting a call from me in a little while.

 

[spcdust]

I received this email from Apple this morning:





Are they ****ing kidding? Seriously, wait another ****ing week?

Why do I have that feeling that this "unexpected delay" is them just gutting the RMA iMac and putting its innards in a new chassis and the real delay is for a new chassis to be made? Yeah, not really smart of me to say something that foolish but I'm freggin' pissed right now. This delay better be them getting a perfect display for the iMac and not simply just pre-installing Lion on the machine, I can do that myself.

Understand your frustration, it's totally understandable and I feel for you. However it is completely unlikely that they would gut your returned iMac and send it back to you - you will certainly be getting a new one . Also, the whole BTO thing - I suspect they really aren't building an individual iMac intended for a specific customer. More likely they build a certain amount of defined configurations based on sales/popularity. Obviously when you order pre-installed software that gets written to the HD before leaving the manufacturing plant. My suspicion is it's just a stock issue - can't remember but does your iMac have an SSD as there seems to always be a slight delay receiving that.

 

[spcdust]

So I checked the my order status on Apple's site and I get information that makes me think that I can still get my iMac tomorrow. Notice that the status now says "Prepared for shipment" but the delivery date is still stated for next week. What the hell is going on? What ever the case is, they're getting a call from me in a little while.

In my experience Apple always like to over estimate delivery dates - I got mine a full 5-6 days ahead of scheduled delivery.