Two major repairs in two weeks on 5 month old iMac

Discussion in 'iMac' started by norcio, Jul 28, 2008.

  1. norcio macrumors newbie

    Joined:
    Jan 22, 2007
    #1
    Looking for some advice, or experience here...

    I purchased a 24" 2.8 Ghz iMac in late February which was, at the time, top of the line. I also purchased Applecare with it as well. Anyways, about 3 weeks ago I noticed the monitor randomly shutting off and the computer becoming completely unresponsive. After calling Applecare and trying all the tests (resetting PRAM, SMC, etc.) I had to take it in to the shop. I decided to take it to a certified apple repair shop instead of the Apple retail store because I wanted to be promised that they would not touch my hard drive.

    Ok, fast forward two weeks. I go to pick up my computer on Friday which cost me nothing to get repaired, but I had to be without my computer for 10+ days. The second I plug it back in at home, the fan starts blowing at full speed like it's about to take off like a helicopter. Again, I went through the motions with Applecare (pretty pissed, needless to say), and they tell me I have to take it back in. I tried to opt for the onsite repair, but I lost my diagnostic CD when I moved a few months ago so they would not send anyone out. At this point I was pretty upset because the place I went to get it repaired either ignored the problem when they replaced the logic board, or they were blasting the music in the office so loud that they couldn't hear it.

    Anyways, I get a call back from the Apple store I dropped it off at and they told me it's a bad LCD sensor, and another sensor (I forgot which one). So now that's 3 weeks without a computer and two major repairs (about $1,500 worth) in that same time. Fortunately I had everything backed up on Time Machine.

    Does anyone know how many times this needs to happen until I can get a new computer? I'm not greedy and asking for an equivalent, upgraded iMac which I believe are at 3 Ghz+ now. I would be satisfied with the same exact specs as the one I bought 5 months ago, just BRAND NEW. I really have a feeling that something is going to happen again with this computer, and the last thing I want to do is go through this hassle again. Has this happened to anyone else? What do you think I should do? Any advice or experience is greatly appreciated.

    Thomas
     
  2. rdowns macrumors Penryn

    rdowns

    Joined:
    Jul 11, 2003
    #2
    Sound like the first place misdiagnosed the problem. Nothing Apple is going to do for you there.
     
  3. rfruth macrumors regular

    rfruth

    Joined:
    Feb 5, 2007
    Location:
    Texas
    #3
    Probably not going to get a new one, but if you complain to corporate ...
     
  4. mreg376 macrumors 6502a

    Joined:
    Mar 23, 2008
    Location:
    Brooklyn, NY
    #4
    You made two mistakes:

    1. Not optng for the initial repair at the Apple store even though you could have. I don't quite understand your "not touch my hardrive" issue since you say you had a complete time machine backup. In addition it's not a good idea to bring something in for warranty repair and tell them what or what not to do.

    2. You didn't keep up your end for in-home service by losing the diagnostic disk for your $2300 machine.

    So don't expect Apple to replace your machine at this point. If I was Apple I certainly wouldn't.
     
  5. Macky-Mac macrumors 68030

    Macky-Mac

    Joined:
    May 18, 2004
    #5
    3 times for the same problem is what I've read many times on these forums.
     
  6. gehrbox macrumors 65816

    gehrbox

    Joined:
    Jul 5, 2007
    Location:
    Charleston,SC
    #6
    You are not going to get a new Mac unless they are unable to fix it or it is more cost effective for them to replace then repair.

    OR

    Management intervenes to make you a happy customer

    OR

    Sjobs@apple.com intervenes to make you a happy customer

    OR

    You have the same type failure several times without solution and you take them to small claims court.

    The key is to remain calm and business like in your dealings with the store and Apple. Don't tear into a rant. It's only a computer and is subject to failures. It's possible the original shop repaired it, but broke something during disassembly/reassembly. Does not sound by your description to be the same problem twice.
     
  7. norcio thread starter macrumors newbie

    Joined:
    Jan 22, 2007
    #7
    Thanks for all the responses, everyone. Just to update you all, Apple did go ahead and replace the computer--without me even asking! You can tell from my original post that I was pretty upset (maybe Apple saw my post? :rolleyes:) It took them 10 days to get back to me after I dropped it back off at the Apple retail store, but they called back and said that they needed my authorization to replace the computer. At this point I didn't ask any questions, just said OK. So about 5 days go by and I'm called to come pick it up. The computer was custom ordered, but all the specs had been bumped to match the existing iMac specs (500GB, 3.06 gHz, 2GB, 512 MB video, super drive, etc).

    Only bummer is that the Applecare is going to be prorated back to me, which means I get about 80% of the original cost back, then I have to buy new Applecare. All in all, I am still a little frustrated about the time I was without my computer (about 4 1/2 weeks), but I appreciate Apple's effort on the customer service end. Apple just earned a lot of brownie points, as all of you folks reading this post.
     
  8. matt156 macrumors newbie

    Joined:
    Feb 6, 2008
    Location:
    London
    #8
    well you...

    You should be more than happy. Sounds to be me they originally misdiagnosed the problem.

    And if you did not want anyone looking at your HD you should have reformatted it. Not allowing them access to the hard drive does not help people in fixing your system.

    You did well to get a new machine be happy :D
     

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