Apple update

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Sorry Apple that it took a while to write this, I’m fighting an addiction at the moment, and am a little busy. Apple declared the iBook dead on arrival on Wednesday, and I picked up a new machine that day. They promised to have the old disc in a caddy by the end of Thursday so I could get my data back, which I am still waiting to happen as I write this. I of course had to build a new machine.

So, what went so wrong here? Well, the initial contact was terrible “ring Apple”. Then two calls to Apple with about 20 minutes on hold. Then being sent to a service center which didn’t exist. Having to sign a form telling me that they would destroy my machine at will, and being told it would take two weeks for the machine to get assessed. Lack of knowledge on the part of the staff — they never asked me to boot the machine, and demo the fact that it clearly didn’t work.

If they’d said that it would probably be DOA’ed, and I could have a new machine within three days, all would have been well.

Why did I get this outcome in the end? Perhaps it’s part of the standard deal. Perhaps it’s because I’m lucky enough to have a developer relations contact at Apple who I could send a very grumpy email to. Perhaps it’s this site and the traffic it gets. Dunno. I would certainly still say avoid ANUtech and Mac1 like the plague, which effectively means don’t buy an Apple in Canberra.

And why is it so hard to put the old disc in a caddy? Lord only knows…

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Did I mention that Apple service sucks?

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So, to summarise from my previous post about Apple service, I called the store I bought my iBook from 13 days ago. They said they weren’t interested in helping, and gave me the Apple tech support number. I called that number and waited 15 minutes on hold. I was then told that I should try booting off the OS X cds, which were of course at home, despite the fact that the machine didn’t boot at all.

My wife drove the CDs in. The machine is so broken that it wont even suck the disc in when the machine is powered up, so I called Apple again and said so. The dude on the phone said that I am now allowed to take the machine into the nearest service center. How good of him. The nearest service center is of course the store I bought it from, so I jump into the car and off I go.

When I get there, I’m told that there is in fact no service center there, and the nearest one is 30 minutes drive away (in the other direction of course). I wonder why Apple thinks there is one there then? Anyways, they say that they can ship it to the service center for me, but it will take two weeks for them to decide whether or not to fix the machine. Did I mention the machine is 13 days old?

I check the machine in for the service, which involves signing this disclaimer:

Please carry out at my cost as soon as you conveniently can the repairs listed on the job sheet with the corresponding number to this slip and any other work you consider to be undertaken at your current rates for the parts and labour used. You will not be responsible for the loss or damage to the equipment, its accessories, software or data however caused.

I’ve skipped the rest of the disclaimer, although it did also say that there was a minimum fee of $99 for the service. The emphasis above is mine.

So, this is my first Apple computer, and it’s 13 days old. It’s going to take then 14 days to decide what to do to the machine, which is dead, in which time they may also lose the machine, jump up and down on it, or whatever they like.

This is my first Apple purchase, and I’m thinking it will be my last. This level of service for a brand new machine is simply unacceptable, and I’ll be going back to IBM. No wonder Apple doesn’t have many corporate customers — would you put up with this?

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The excitement of Apple service

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I bought an Apple 12 inch iBook G4 from the ANUtech Apple Center less than two weeks ago. Last night the machine locked up, so I rebooted it with the power button. After booting, the machine would crash after about a minute with what looks a lot like a kernel panic, saying something about bad RAM. I wondered if I had done something to cause it, but it would consistently happen when I booted the machine and left it at the login screen, without me touching anything.

I gave up and went to bed.

This morning, I was hoping the machine was magically fixed, so I tried to turn it on. It didn’t boot. So I tried again, and this time it booted, but with a mouse that didn’t work. So I tried booting again. It didn’t work at all.

I rang the Apple Center, thinking that a two week old machine is simply a case of swapping the machine over or something. The guy basically told me to go away and call Apple. Something like “Oh, well we can’t do anything for you — ring Apple”. This is very disappointing to me, I would expect a lot better from a retailer. Anyways, so I rang Apple.

15 minutes on hold. Some simple questions. The machine still doesn’t boot. Booting with Apple-Option-r-p doesn’t help. Now apparently I need to boot with the OS X CD I left home. So I get to call back later after being on hold for ages.

Two week old machine doesn’t make me happy.

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