Share your iMac story/customer service related issues here

Discussion in 'iMac' started by danistyping, Dec 17, 2009.

  1. danistyping macrumors regular

    Joined:
    Dec 8, 2009
    Location:
    Boston, MA
    #1
    Here's mine.

    Purchased a 21.5 radeon model. It had a piercing LOUD high pitch squeal coming from the monitor. Returned it, got marked DOA.

    Came home with second 21.5. Horrible yellow bottom half of the screen. Returned it, marked DOA.

    Decided to upgrade to 27" since, at the time, it appeared the high pitch noise and yellowing were a little less apparent with these. Came home, yellow tint, returned it, marked DOA.

    Upgraded to Core i5 by request of my gf. Has a slight yellowing at the bottom (like all new iMacs) but its tolerable for the type of editing i do.

    Called Apple - Customer Relations guy was a total dick (Michael Aloo, beware if you ever get this prick). Got transfered to someone else who was AWESOME, very nice, sending me a free 8gb RAM upgrade for my trouble.

    I pretty much earned the RAM with all the manual labor of unpacking/repacking/walking around malls.
     
  2. Alan64 macrumors member

    Joined:
    Nov 4, 2009
    Location:
    California
    #2
    Called Apple store to ask if they had i5 iMacs in stock yet. They said yes, but when I showed up they hadn't come in. Went back several days later and they were available. Bought it. Works great.
     
  3. powerbook911 macrumors 68040

    powerbook911

    Joined:
    Mar 15, 2005
    #3
    The store didn't have i7s right?
     
  4. spcdust macrumors 6502a

    spcdust

    Joined:
    May 6, 2008
    Location:
    London, UK
    #4
    Took delivery of 1TB HDD Core i7, felt the HDD was too noisy and called Applecare. Dealt with very efficiently and felt they took my concerns seriously. I decided I couldn't live with the grumbling so when I spoke to the Apple Store concerning replacement I mentioned getting a 2TB upgrade (for the sake of a quiet life). I was willing to go halves on cost with Apple as the only reason I was going for 2TB HDD was to avoid another noisy 1TB Seagate. Long and short of it they upgraded my HDD for free to 2TB and also allowed me to keep hold of the first iMac until replacement was received.

    I have found Apple, and the agent I dealt with, to be exemplary in terms of customer service - nothing was too much trouble, no question too annoying, and definitely felt the whole service was customer focused. I think I may have got the free upgrade as I always kept it polite, friendly, and was reasonable - also I was genuinely not fishing for a freebie.

    There are very few companies who show this level of customer care and this example is of a company turning a potentially negative situation into a overwhelming positive one.
     
  5. IgnatiusTheKing macrumors 68040

    IgnatiusTheKing

    Joined:
    Nov 17, 2007
    Location:
    das Fort
    #5
    No i7's in the stores.
     
  6. mtnDewFTW macrumors 6502a

    Joined:
    Oct 26, 2009
    Location:
    California
    #6
    OP, you have some luck! haha
    After ALL that trouble, I would have been SO frustrated with everything.
     
  7. danistyping thread starter macrumors regular

    Joined:
    Dec 8, 2009
    Location:
    Boston, MA
    #7
    Yeah, you really do just have to be nice and have a legitimate issue, and they'll hook you up.
     
  8. IgnatiusTheKing macrumors 68040

    IgnatiusTheKing

    Joined:
    Nov 17, 2007
    Location:
    das Fort
    #8
    I got a free wired keyboard two years ago when I bought my 24" iMac. I originally ordered it with the wireless kb, not knowing that it wasn't extended. After receiving the small one and using it for a couple of days, I decided it didn't work for me.

    As there was no close Apple Store at the time (one has since opened near me), I called AppleCare and asked if I could just mail them back the wireless one and have them send me a new, wired one. I offered to pay for shipping and eat the price difference because I didn't really care about the extra few dollars, I just wanted the full keyboard. After putting me on hold for a couple of minutes, the CSR came back and told me they were sending me a new kb on the house and to just keep the wireless one.
     
  9. Alan64 macrumors member

    Joined:
    Nov 4, 2009
    Location:
    California
    #9
    Correct.

    Another positive is that I had deliberated for weeks about whether I wanted the standard wireless keyboard or the wired one with the number pad. I finally decided on the number keypad version and I asked for that when I got my i5. The Apple store employee said that the wireless one is already packaged with it, so they just gave me the wired keypad version as a free bonus. Now I have both and can try them out and decide if the number pad is really worthwhile. :D
     
  10. knewsom macrumors 6502a

    Joined:
    Jun 9, 2005
    #10
    Well, what a giant waste of time.

    Spent two hours at the Apple store tonight, after having been told both by the "senior" applecare rep I spoke with AND a girl from the store that they carried the i7 in the store... only to find that, surprise surprise, they DONT CARRY THE GODDAMN i7 IN THE STORE. Why oh why do I bother listening to any of them when I KNOW that what I KNOW is right? Ugh. The genius did actually acknowledge my issues, though she said that several dead pixels in the iSight was not enough to replace the camera, and she hemmed and hawed over the screen test, and tried to tell me that viewing angle was solely responsible. Riiight. Try looking at it dead on. It's THERE.

    In the end, she told me to call customer relations and have them advance me a new computer. Great. Thanks. Can I have my two hours back now? *sigh*

    (I had posted this in the yellow tinge thread, but I reposted here for those who were following this one but not the other)
     
  11. powerbook911 macrumors 68040

    powerbook911

    Joined:
    Mar 15, 2005
    #11
    I had a bad executive relations person once too. They must have 100 of these guys and girls, and they are in Texas, so they don't seem exactly "executive relation," to me considering the executives are in California.
     

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