I've been a Mac owner for 18 years now and for the first time I had a computer issue that I could not resolve myself. My iMac began freezing at the end of July after upgrading to Snow Leopard. I ran every diagnostic test I could get my hands on and even tried a fresh clean install with still the same issues. My computer would only run for about 10 to 15 minutes and then freeze.
After weeks of frustration, I decided to take it to the Apple store in Columbia. I dropped off my computer on 7/17. They had it for 6 days before they called me to tell me the problem was the hard drive and that it needed to be replaced. In those 6 days, I called the store on 7/21, 7/22 & 7/23 to check on the status and each time I was told that they were still running tests.
I picked up my iMac (with new hard drive and new super drive) on day 7 and with in 5 minutes of turning it on (fresh clean re-installed Snow leopard) it froze up. There is no way someone tested the machine before they gave it back to me. I didn't even transfer any files or apps yet! It was a clean machine! They charged my $350 and now it is worse than before.
So, back to the apple store. I dropped off my computer for the 2nd time on 8/2/12 (Columbia is about a 45 minute drive from my house). I personally gave my machine to Steve Thompson (a store manager) and we discussed the issue in length and detail. I told him that I worked from home and I really needed my machine back as soon as possible. I also explained that the machine froze within 5 minutes of having it on and that I had not put anything on my machine yet. It was a clean install. I called on 8/5 (2:56 pm) to check on the status and was told they were still running tests and couldnt reproduce the problem. On 8/6 (11:02 am), Steve called me to tell me that they believe the issue was with the video card or the logic board but they couldnt be sure. I asked his opinion and he was reluctant to give me one. He said that they really didnt know what the problem was and they could replace the video card or the logic board, it was up to me!!!!!!! He said the video card was about 150 to 200 dollars and the logic board was around 500 dollars. So, I told him to replace the video card. They didnt finish with my computer until 8/18/12. I picked it up on the evening of 8/20 (the wanted to charge me an additional $170.82 but I got them to take that off).
On 8/21 I turned it on and within 20 minutes it froze clean install, nothing on the machine yet.
I left a message with the store on Wednesday 8/22 and explained my situation. I was told that Steve was with a customer and he would call me back. It has now been a week and no return call yet.
I feel like I have been more than patient and I just want my computer fixed. I have already shelled out $322.18 and my computer is worse than it was before.
This certainly is not the Apple Service I had heard about and I dont feel like I am being treated like a loyal Mac customer.
After weeks of frustration, I decided to take it to the Apple store in Columbia. I dropped off my computer on 7/17. They had it for 6 days before they called me to tell me the problem was the hard drive and that it needed to be replaced. In those 6 days, I called the store on 7/21, 7/22 & 7/23 to check on the status and each time I was told that they were still running tests.
I picked up my iMac (with new hard drive and new super drive) on day 7 and with in 5 minutes of turning it on (fresh clean re-installed Snow leopard) it froze up. There is no way someone tested the machine before they gave it back to me. I didn't even transfer any files or apps yet! It was a clean machine! They charged my $350 and now it is worse than before.
So, back to the apple store. I dropped off my computer for the 2nd time on 8/2/12 (Columbia is about a 45 minute drive from my house). I personally gave my machine to Steve Thompson (a store manager) and we discussed the issue in length and detail. I told him that I worked from home and I really needed my machine back as soon as possible. I also explained that the machine froze within 5 minutes of having it on and that I had not put anything on my machine yet. It was a clean install. I called on 8/5 (2:56 pm) to check on the status and was told they were still running tests and couldnt reproduce the problem. On 8/6 (11:02 am), Steve called me to tell me that they believe the issue was with the video card or the logic board but they couldnt be sure. I asked his opinion and he was reluctant to give me one. He said that they really didnt know what the problem was and they could replace the video card or the logic board, it was up to me!!!!!!! He said the video card was about 150 to 200 dollars and the logic board was around 500 dollars. So, I told him to replace the video card. They didnt finish with my computer until 8/18/12. I picked it up on the evening of 8/20 (the wanted to charge me an additional $170.82 but I got them to take that off).
On 8/21 I turned it on and within 20 minutes it froze clean install, nothing on the machine yet.
I left a message with the store on Wednesday 8/22 and explained my situation. I was told that Steve was with a customer and he would call me back. It has now been a week and no return call yet.
I feel like I have been more than patient and I just want my computer fixed. I have already shelled out $322.18 and my computer is worse than it was before.
This certainly is not the Apple Service I had heard about and I dont feel like I am being treated like a loyal Mac customer.
