Terrible Applecare experience with iMac

[pavl]

I'm sorry you had such a bad experience but I agree with some people that it's the store that is at fault. I've been to stores in Philadelphia and in DC for my MBP and iMac and everything has always been done perfectly. I was there two weeks ago to replace the magsafe port and when I got it I had a completely new bottom and side housing since they noticed the little rubber feet were coming loose.
I've also come in before that for an issue I was having installing time machine and the genius noticed a small tear/crack in my power brick cable and just gave me a new one.
So all in all I just recommend going to a different apple store if you have one available close by.

 

[VPrime]

You lost me at "after a month".

I've never heard of an in warranty taking more than 7 days. And those situations are usually part availability related.

I call bs or at least extreme exaggeration as a result of frustration.

Thats fine, and I get it... I have been to apple stores around the world, and in Canada and have had amazing service as well.
But it was 4 weeks since I took it in and went to pick it up. They ordered a new logic board, cpu videocard and hard drive. It turned out the logic board replacement was bad.
They never called us to tell us this, just left us in the dark.
After that it was just one problem after another.

I should also mention this is a brand new store. Only opened 2 months ago. While I was in the store for hours trying to get my iMac repaired I noticed the geniuses at the bar were very under trained. Any real question they had to go to the back and get a lead genius. For very simple questions like "I just installed a hard drive in my computer and now it wont boot up" (the customer had not installed the OS after the hard drive). This poor customer had to make an appointment and come back later when one of the "real" geniuses could help him.

Then there are the other employees in the store.. My younger brothers friend works there (not as a genius). While we were waiting he made some smalltalk with us. Just mentioning how he was about to do a workshop teaching people how to use their new mac computers........ This person in charge of teaching others does not even own a mac computer. He has used windows all his life.

I know I'm going to sound like a fanboy but I think it was just as much your fault as the apple store.

I've been to 2 or 3 stores in my area and literally never had a problem with anything. I know it will vary store by store, but I work in the restaurant business, and you just seem like the type of customer I wouldn't like.

I mean when you leave a computer in their hands, with anywhere really, isn't it just kind of assumed they obviously aren't going to take any responsibilities if anything is broken? I mean dust in the screen, unless the stuff was layers and layers deep, I don't really see the big deal, theres dust on my Macbook Air screen right now.

I understand your frustrations but coming from someone who handles peoples food for a living, be nice to us.

Instead of raising 9 kinds of hell, just say something like "Hey its cool man, stuff happens" and I promise they will make it easier on you.

I never said it was entirely his fault or apples fault. Just people taking my words out of context.

Obviously the apple store should have handled your product better, but guess what if you are a dick and a jerk to them, they will screw up your device even more and blame it on you. That happens anywhere in retail, and being perfectly honest you seem like the guy that if an icon was moved a slight inch to the left you would complain out it.

I'm sorry but I can't agree with you at all.
I went in there expecting my computer to be repaired. I go pick it up and they damage it.
The dust under the screen I only mentioned the first time because it was an excess amount of dust.
After that they couldn't get the repair down let alone the dust. Each time I go pick it up there is something wrong with the machine internally. So when I take it back I say also try and get the dust because there is still a lot there.

My frustrations are not only about the dust. Its about every time I go pick up my computer it is still broken, or some other part is not working any more.
How is that my fault?
It is my fault that I paid over $2700 (after applecare and taxes) for a computer then expect it work?

Maybe you would be happy with having a nonfunctional iMac on your desk, but I use this for work and can't justify a $2700 paperweight or piece of art.

Also I would like to be perfectly clear that I did not go in there and yell and scream. I am a fairly introverted person and very quiet individual. All but the very last day when the manager outright refused service I was calm...
I did not go in the store each time yelling "You stupid incompetent fools you still haven't fixed my computer!" I would call ahead and say there are new issues.

When I was forced to stand up for my self, I apologized and continued to say I lost faith in the geniuses in this shop so don't want them touching my computer....... I apologized........ They have not even said a single sorry to me yet.

Any ways, I have sent an email to tim cook.. Got a response (not from tim) and gave a number to call and talk to a Corporate executive relations person. Will be calling them up directly shortly.

 

[ngenerator]

.... This person in charge of teaching others does not even own a mac computer. He has used windows all his life.

STONE HIM!!!!
/sarcasm

It's idiotic statements like this that give Mac owners a bad name. Why do you think people tend to think of us as elitist pricks with this kind of attitude?

How hard do you think it is to learn an operating system? Do you really think they would have him running a workshop if he wasn't proficient in OS X? Think.

 

[VPrime]

STONE HIM!!!!
/sarcasm

It's idiotic statements like this that give Mac owners a bad name. Why do you think people tend to think of us as elitist pricks with this kind of attitude?

How hard do you think it is to learn an operating system? Do you really think they would have him running a workshop if he wasn't proficient in OS X? Think.

That was not my intention for that statement at all... He has only had a couple months training, and no real hands on experience with the products he is selling, or about the products hes teaching.
Him coming from a computer science background I am sure he is capable of picking up OSX quite easily.

But the way apple portrays their apple stores, that is not the experience level I expected.

 

[thekev]

You lost me at "after a month".

I've never heard of an in warranty taking more than 7 days. And those situations are usually part availability related.

I call bs or at least extreme exaggeration as a result of frustration.

I've seen similar things at an anecdotal level, the longest having been over three weeks during the powerbook era. This was at a time when you could still get procare for $100/yr. My sister opted for that as she needed her computer back. They were unable to get the part right away, so rather than the next day procare service, it was over three weeks. It could have been exaggerated here, but I'd suggest that the wait was much longer than he should have experienced. People pay all the time for expedient service on computers, because they have become a daily or near daily requirement for many of us.

I never said it was entirely his fault or apples fault. Just people taking my words out of context.

Obviously the apple store should have handled your product better, but guess what if you are a dick and a jerk to them, they will screw up your device even more and blame it on you. That happens anywhere in retail, and being perfectly honest you seem like the guy that if an icon was moved a slight inch to the left you would complain out it.

The OP didn't provide any evidence that he was a dick, and there's no reason to make that assumption. You seem to be pulling from limited experience and an unharnessed imagination. It's not likely to lead you to an accurate conclusion. In terms of dust, it can be controlled within the environment, but imacs are designed in a way that is really hostile to service. If they opened via access panel on the rear, this could be rendered a non issue, but it's probably an issue of construction costs weighed against Apple's desired margins.

Thats fine, and I get it... I have been to apple stores around the world, and in Canada and have had amazing service as well.
But it was 4 weeks since I took it in and went to pick it up. They ordered a new logic board, cpu videocard and hard drive. It turned out the logic board replacement was bad.
They never called us to tell us this, just left us in the dark.
After that it was just one problem after another.

It sounds as if their diagnostic tools could use some work. The integrated nature of the components can make service difficult, yet their repairs sound pretty random. Poor graphics performance isn't necessarily a graphics card. Usually a dying gpu produces artifacts when hot. The bad replacement sounds like it may have been a refurbished board. This isn't that uncommon for electronics warranty repairs, but the testing needs to be performed properly. If they're keeping you waiting, there's no reason a part shouldn't have been shipped to them overnight anyway. Consider that for a company the size of Apple, fedexing a part overnight costs a few dollars at most. There's really no reason that the priority shouldn't be raised if they've kept you waiting, especially when you paid extra for the warranty. It's also not out of line with the practices of other comparable companies. Dell, HP, etc. will overnight parts under many circumstances.

I should also mention this is a brand new store. Only opened 2 months ago. While I was in the store for hours trying to get my iMac repaired I noticed the geniuses at the bar were very under trained. Any real question they had to go to the back and get a lead genius. For very simple questions like "I just installed a hard drive in my computer and now it wont boot up" (the customer had not installed the OS after the hard drive). This poor customer had to make an appointment and come back later when one of the "real" geniuses could help him.

Then there are the other employees in the store.. My younger brothers friend works there (not as a genius). While we were waiting he made some smalltalk with us. Just mentioning how he was about to do a workshop teaching people how to use their new mac computers........ This person in charge of teaching others does not even own a mac computer. He has used windows all his life.

This is normal. Retail employees of the $12/hr. variant most likely came from similar jobs. It's not reasonable to expect that all of them own expensive electronics. Now they should be trained well, but retail employees are often required to describe and sell products that they cannot personally afford. In terms of the geniuses, personal experience suggests that they're quite hit and miss. It's been a while, so I'm not sure where they're at now.

I'm sorry but I can't agree with you at all.
I went in there expecting my computer to be repaired. I go pick it up and they damage it.
The dust under the screen I only mentioned the first time because it was an excess amount of dust.
After that they couldn't get the repair down let alone the dust. Each time I go pick it up there is something wrong with the machine internally. So when I take it back I say also try and get the dust because there is still a lot there.

My frustrations are not only about the dust. Its about every time I go pick up my computer it is still broken, or some other part is not working any more.
How is that my fault?
It is my fault that I paid over $2700 (after applecare and taxes) for a computer then expect it work?

These things definitely add up when fully configured. It sounds like a sloppy execution in terms of getting the store fully up and running. I hope executive relations gets things straightened out for you.

 

[vladfein]

If you really find the need to bash the AIO design, at least show some creativity and come up with a valid reason!

How about this one: when ANYTHING is broken, EVERYTHING is broken?

 

[d0nK]

I stopped reading right about "London" here!

If it was London, England he'd have had a replacement iMac after the first repair attempt was botched. Consumer rights in the UK has this sort of treatment tied up nicely.

 

[ATC]

To OP; glad they're replacing the whole thing. I think from your experience they owe you that much.

I will say that IMO AppeCare is still a must when it comes to the iMac. It's such a difficult unit to fix. My recent LCD replacement job alone was $600+ which more than paid for it. It's just too bad that you had such a terrible store to deal with.

I know dust behind the glass wasn't your only issue but I would say this about dust behind the iMac's LCD panel; Even though the store wasn't much help in this regard, it's really easy to flip open the glass cover on the iMac and clean the dust yourself, the whole front glass panel is held in by small magnets. I've done it myself a couple of times using the method outlined in this YouTube video (link) and just used my Garmin GPS' car windshield mount for the suction cup part. It worked like a charm and got rid of all the dust using just a bit of compressed air. Of course you can also use a brush or a cloth but I never needed to. Also in my case I only had to flip the top of the glass out to about 30 degrees (keeping the bottom of the glass in place) which made it even easier. Just something to keep in mind going forward in case at some point you find dust on the new machine.

Cheers.

 

[PaulKemp]

Ok, I have to say. I worked in a electronic store in Norway besides my studies, selling computers, mobiles, cameras etc. Similar to WallMart i guess. Since I was just a normal tech interested guy, I didnt care whether the store sold old items or that the store should gain a certain percentage on each item. My concern was with happy customers. I tried to sell items I would by myself. Since I use some of my time looking at tech sites and staying up to date, the customer shouldnt have to do it. However, sometimes, this kind of knowledge is NOT what the customer wants. Also, the customer rights in Norway are the best in the world, offering a 3 year warranty without any extra cost (by law) and 5 year replacement warranty on electronic equipment (with some exertions). Anyway...

Bad culture can spread around any workplace. A uncertain new employee etc, somebody harassing someone. It doesn't have to be Apple as a company falling down just cause you have a bad experience. It could be the store you are in. There are numerous posts and threads about people bragging about good customer experiences with apple care. In my opinion, I've only heard good things, but then again - another country with different customer rights.

Also, in this particular case. Im NOT saying you are lying, but we are getting the argument from only one side. We are not able to speak with the guys on the other side. With any argument in real life, I like to have both sides represented to me from both different parties.

I don't feel you can hold apple as a company responsible for loosing your work due to your iMac being on service. Either you have to have another computer at hand or use your MBA with the same level of productivity. If it is for work, you have to take into account that the machine can be out on service an unavailable to you. And that goes for any supplier. Computers get broken, no matter what brand. Keep one at extra at hand.

And with all your personal history with the people and this particular store, I personally would seek my service elsewhere. I think both you and the apple store are better off without each other since you know seem stuck in a bad circle. Maybe you can mail it in to another store or at least get a 3rd opinion on the machine some how if its possible.

And even though you have had a bad experience, I dont think you would be any happier with a HP or Asus all-in-one. Look at the repair times of the different brands and seek the one with the leasts, if thats crucial to you.

Anyway, good luck. Wish you the best and hopefully you'll end up with a pristine computer. Fresh out of the box.

 

[munkery]

In my area we don't have an Apple store so service is provided via Authorized Apple service providers.

Always gotten great service from them. They must have a greater level of accountability given that they have to be allowed to provide the service from Apple.

The service provided by Apple stores could be of a lower quality due to the service being in-house, which seems like it could reduce the level of accountability because an Apple store can't have its capacity to generate revenue from repair service revoked.

http://support.apple.com/kb/HT1434

 

[VPrime]

Ok, I have to say. I worked in a electronic store in Norway besides my studies, selling computers, mobiles, cameras etc. Similar to WallMart i guess. Since I was just a normal tech interested guy, I didnt care whether the store sold old items or that the store should gain a certain percentage on each item. My concern was with happy customers. I tried to sell items I would by myself. Since I use some of my time looking at tech sites and staying up to date, the customer shouldnt have to do it. However, sometimes, this kind of knowledge is NOT what the customer wants. Also, the customer rights in Norway are the best in the world, offering a 3 year warranty without any extra cost (by law) and 5 year replacement warranty on electronic equipment (with some exertions). Anyway...

Bad culture can spread around any workplace. A uncertain new employee etc, somebody harassing someone. It doesn't have to be Apple as a company falling down just cause you have a bad experience. It could be the store you are in. There are numerous posts and threads about people bragging about good customer experiences with apple care. In my opinion, I've only heard good things, but then again - another country with different customer rights.

Also, in this particular case. Im NOT saying you are lying, but we are getting the argument from only one side. We are not able to speak with the guys on the other side. With any argument in real life, I like to have both sides represented to me from both different parties.

I don't feel you can hold apple as a company responsible for loosing your work due to your iMac being on service. Either you have to have another computer at hand or use your MBA with the same level of productivity. If it is for work, you have to take into account that the machine can be out on service an unavailable to you. And that goes for any supplier. Computers get broken, no matter what brand. Keep one at extra at hand.

And with all your personal history with the people and this particular store, I personally would seek my service elsewhere. I think both you and the apple store are better off without each other since you know seem stuck in a bad circle. Maybe you can mail it in to another store or at least get a 3rd opinion on the machine some how if its possible.

And even though you have had a bad experience, I dont think you would be any happier with a HP or Asus all-in-one. Look at the repair times of the different brands and seek the one with the leasts, if thats crucial to you.

Anyway, good luck. Wish you the best and hopefully you'll end up with a pristine computer. Fresh out of the box.

I have also worked in a retail electronics store while in high school. I worked at a Futureshop here in Canada (similar to BestBuy). I was a computer sales associate and worked for commission and also non commission for while.
NEVER have I or any one else in my store treat a customer this way. NEVER have we refused to repair a customers computer if they paid for warranty. And NEVER did we damage the customers computer and not take responsibility for it.. finally, NEVER did we give a customers computer back to them worse off than it came.

The customer ALWAYS came first. It didn't matter if the customer was wrong or on a wild rampage. We always took the time to treat the customer right.
If the customer was upset because their product want good, or something we did.. Or even if they were upset because a complete different store treated them bad.. We made sure they left happy.

And this doesn't represent every single Futureshop ever. I know that poor shops exist around the world similar to this bad experience.

But when apple's own senior advisors tell me to go into this store, then yes this one store does represent the company.


And I agree with you. It's great to hear bot sides of the story. But unfortunately that won't be happening. All I can say is every time my computer went in, it came out worse.
No matter what I say, or they say.. That shouldn't be the case.

 

[rotorblade69]

VPrime.

As someone who has worked in retail and other jobs that I do not wish to talk about right now, Some of which most wouldn't believe..
DO NOT Under Any circumstances let Apple send your new replacement computer to the store which ****ed, raped, FUBARed, your iMac. ONLY accept a new one mailed to you.

Cuss, Fuss, Complain, Bitch, Gripe, WHATEVER it takes do it, go get Apple to mail it to you directly.
DO NOT ACCEPT a computer from that store. Even if the Apple sends the computer to the store and then, gets the store to mail it to you.

You will not believe what will happen to that computer when it gets to the store.

IF you do get the new computer sent to the store. Get used to hearing the below set of statements.

It fell down the stairs going up to the office.
UPS FedEx are very rough on packages.
Gravity is a bitch.
A fat woman sat on it.
A Very Fat man sat on it.
Shipping damage is normal.
The front fell off. Thats normal.


Remember to your door, nothing more.

 

[VPrime]

I plan to open it in store and make sure its fine before I leave.

I'll try calling Corporate Executive Relations person on monday to arrange a delivery to my house instead. I couldn't get in touch with her today so will have to try again monday and that is when I will bring that up.

Thanks for the suggestion.

 

[imahawki]

This is NOT an Apple Care problem.

It is a problem with one Apple Store.

If it were me, I'd still buy Apple Care but stay the hell out of THAT STORE !

----------



Here again more BS.

I don't care of you have a Mac Pro, Mac Mini, Macbook Pro, iPod, iPad, iPhone or even an iMac.

All of them can be damaged by the repair shops.

I know because when I took a Power Mac in for repair they ended up having to order a cable because they broke the connector on the one in the computer in the process of repair.


If you really find the need to bash the AIO design, at least show some creativity and come up with a valid reason!



.

Even if they hadn't bashed it into something, there was massive amounts of dust inside the display. If having to replace a hard drive effectively makes the display less desirable, that is a problem.

 

[VPrime]

So I finally was able to someone at the apple corporate level.
She was really understanding, and told me they are looking into he whole situation so it doesn't happen again to any one else.

She will also personally be handling the case until I get my replacement. I asked if the could ship it directly to me, and she said she will look into it as the store already placed the order.
I don't mind too much, as at this point I think I'm in good hands.
I lost my faith in apple repairs, not so much in humanity so I don't think the store employees will purposely damage it.

 

[prax]

Sounds like it worked out for you eventually. I don't think this reflects poorly on Apple, but it certainly does on the London, Ontario store. These clowns actually lost a colleague's computer.

I was there a few days ago, so I speak from experience.

I went into the London Ontario store to buy Applecare for my kid's MacBook Pro. I was told I could not buy Applecare unless I brought in the Mac or at least had the serial number. I was then referred to another sales person who told me that I could not get Apple care unless I made a Genius appointment, because, and wait for it.... a Genius would have to install the warranty on my computer!

And, said Genius would also need to check my computer to ensure that I had not tampered with it, thus voiding the warranty. For example, she said, I could have swapped out the hard drive which would have made the original warranty void!

I pointed out that I could log in to my Apple a/c right there, while I was in the store and buy the warranty online. At this point one of the sales guys went into the back of the store and returned with an Applecare package in hand, and announced "oh, apparently they come in packs."

It then got even better. I said I needed to purchase it with a student discount. I was then told that I had to pay full price for Applecare, as the student discount would only apply if I purchased a new computer along with Applecare. Both the sales people I was dealing with then turned their backs on me, and completely ignoring me went off to talk to other customers.

I left the store, went home, and ordered my Applecare, with student discount, from the online store in less than 30 seconds. Lesson learned; all my Apple purchases will be made from the online store.

If you're considering buying from the London Ontario store, spare yourself the grief and deal with Apple directly.

 

[Lankyman]

Sounds like John Browett's idea of an Apple Store. http://www.google.com/url?sa=t&rct=...04GoCw&usg=AFQjCNEoSsIqtc1jM0cexHozrkcdFTPwmA

Hopefully the retail stores will get sorted, and Browett will be pushed out. He's just not a fit for Apple.

Do you know when I read the OP's post I thought exactly the same. Just like going into one of Browett's ex-stores here in the UK. Forum members in the UK will know which ones I mean and will be able to identify with the OP's experience.

----------

If it was London, England he'd have had a replacement iMac after the first repair attempt was botched. Consumer rights in the UK has this sort of treatment tied up nicely.

That's very true, you must give the vendor at least "one" opportunity to effect a repair, plus the customer mustn't be inconvenienced through undue delay. After that if it's still not right then a refund or replacement is the way forward.

 

[class77]

Don't feel like the Lone Ranger. Sometimes I think the geniuses just aren't paying attention.

I had a logic board go bad on my brand new Mini. No problem, took it in and they fixed it. Took it home and hooked it up only to find a big question mark instead of the machine starting because they didn't check something or other. Went right back to the store and it was quickly remedied, but it seemed slower than it had been. I had put extra RAM in, so I thought that might have been the problem.

Took the Mini back home, replaced the RAM, fired up the machine and hit "About this Mac" to make sure the RAM was properly seated. It was then I noticed that my 2.7 i7 logic board had been replaced by a 2.5 i5 logic board Returned for the 3rd time that day. Fortunately my favorite manager was there and when I told him all the problems, he ordered a new one without hesitation.

 

[CalmEnvy]

Yikes man, sounds terrible. I live in Keswick, Ontario and have only been to the Genius Bar in the Yorkdale Mall once (great experience) and the Newmarket Genius Bar (every Genius there is awesome, I've never had a problem). Seems like some have been saying it's a store issue which would make sense. It's like going to any different type of movie theatre. You get Managers/Employees that are great and helpful and then others that are terrible.

 

[VPrime]

Still waiting on the replacement............. I don't know whats taking so long.

 

[VPrime]

Still no replacement iMac.... I was supposed to get a call/email from the person I was dealing with at apple regarding a tracking number for the iMac.

Maybe this is good news for those who are waiting for a refresh. They have no iMacs to send me maybe they ran out .

 

[forty2j]

Still no replacement iMac.... I was supposed to get a call/email from the person I was dealing with at apple regarding a tracking number for the iMac.

Maybe this is good news for those who are waiting for a refresh. They have no iMacs to send me maybe they ran out .

I would quite literally fall out of my chair if you ended up getting a free 2012 out of this.

 

[tdar]

Still no replacement iMac.... I was supposed to get a call/email from the person I was dealing with at apple regarding a tracking number for the iMac.

Maybe this is good news for those who are waiting for a refresh. They have no iMacs to send me maybe they ran out .

I bet you get a 2012!

 

[VPrime]

I would quite literally fall out of my chair if you ended up getting a free 2012 out of this.

That would be a nice turn of events, but not worth the head ache and the down time. I would rather have a 2011 imac within the first week of taking it there.

I bet you get a 2012!

May not happen.
Got a call from apple they said that they have more info and should be shipping one out in the next few days. So unless the new imacs come out on the 12th very very doubtful.

Oh well, I just can't wait to get my office back to 100%. 13" air is no replacement for a nice 27" display .

 

[0dev]

Sounds like it worked out for you eventually. I don't think this reflects poorly on Apple, but it certainly does on the London, Ontario store. These clowns actually lost a colleague's computer.

I was there a few days ago, so I speak from experience.

I went into the London Ontario store to buy Applecare for my kid's MacBook Pro. I was told I could not buy Applecare unless I brought in the Mac or at least had the serial number. I was then referred to another sales person who told me that I could not get Apple care unless I made a Genius appointment, because, and wait for it.... a Genius would have to install the warranty on my computer!

And, said Genius would also need to check my computer to ensure that I had not tampered with it, thus voiding the warranty. For example, she said, I could have swapped out the hard drive which would have made the original warranty void!

I pointed out that I could log in to my Apple a/c right there, while I was in the store and buy the warranty online. At this point one of the sales guys went into the back of the store and returned with an Applecare package in hand, and announced "oh, apparently they come in packs."

It then got even better. I said I needed to purchase it with a student discount. I was then told that I had to pay full price for Applecare, as the student discount would only apply if I purchased a new computer along with Applecare. Both the sales people I was dealing with then turned their backs on me, and completely ignoring me went off to talk to other customers.

I left the store, went home, and ordered my Applecare, with student discount, from the online store in less than 30 seconds. Lesson learned; all my Apple purchases will be made from the online store.

If you're considering buying from the London Ontario store, spare yourself the grief and deal with Apple directly.

That is utterly terrible. After reading about how much work goes into Apple's employee selection and training process I can't believe they'd let that kind of **** fly.

I personally have only had good experiences with Apple Stores over here in the UK. I've even had items replaced out of warranty for free. Very happy.