Day 1 -I received my Apple 27" Imac. At first I thought it was great, but then I realize the computer has a serious issue. It has a flicking problem, that Apple knew about when selling the machine. It causes serious head aches. Anyway apple is notified that the machine needs to be returns. However, they promise to fix the issue so I don't return it within 24 hours so I don't return the machine. They stated they need to talk to their engineering department. My apple representative at apl-care was named Nathan. I stated this needs to be resolved b/c this is a business computer and it is costing us money.
Day 2 @ 3:39pm - No call back so I call and leave a message to call me back for a status update
Day 2 @ 4:38pm- Called again and got voice mail, but did not leave message. Therefore I next tried the general aplcare number. I talked to Louis, stated that engineering department has not contacted Nathan. Louis will be contacting engineering department. I told Louis that I was suppose to hear from Nathan by 1pm today and he did not call. They were both told that this is urgent. Ended call stating that if we do not hear back by the time we purchase new computer that they will need to take back computer and Louis stated that he agrees with me and that I need to do what is best.
Day 3- Sent email expressing urgent matter and requesting solution. Also filled out survey with below information...
"They could have done what was promised and return my call in a timely fashion. I told them of my issue. The representative promised to get back to me after talking to engineering and within 24 hours. This was too long, but I still agreed. Then the next day I receive no call. I Leave a voice mail and again receive no call. I call Apple care's main line and talk to a representative named Louis. He promised that Nathan or he would call me back with an update by the following day. Again, no call. I expressed that this machine was our offices first macintosh and that we need a solution b/c time is of the essence. We need a solution and Apple has failed so far. If you want to get more people to use Apple's I recommend you take their comments seriously. We are now in the process of looking for a replacement for our Apple, which will be a Windows 7 machine. If we find a replacement before Apple calls us back we expect Apple to give us a return authorization for this product rather than a replacement machine."
Day 4- Nathan contacts me and states if I give him 5 days he will have a solution. I ask if solution does not work, I expect a full refund. He agrees.
Day 9- Nathan states there is a firmware update that should fix problem. I install update, but the problem still exists. I notify Nathan. No response.
Day 10- Email Nathan again- no response
Day 11- email nathan once more- no response
Day 13- Call Nathan no response.
Day 14- Left message for customer service representative nathan Di Foster 10am. - no response
Day 16- called foster at 9:10am no call back and called Nathan at 9:18am no call back
Day 17- Called apl-care 9:20am -talked to Ben. He stated Case notes were deleted. (possibly b/c of base survey review nathan) explained issue transferred to Jason -senior advisor he stated he would talk to customer service about issue. referred case to Judy, she referred me to
Linet jackson. Linet stated she would try to resolve issue.
Day 18- Linet Jackson stated it was more then 14 days so I can not get refund. I stated I requested refund at the beginning and Apple stated they would resolve issue an apple intentionally did not get back to me. Linet states Apple will not take back the computer and she does not care about past promises others at apple made, she was not involved.
Now I'm stuck with a defective 27" Imac that Apple can not fix.
They are refusing to honor their refund policy! I have grown up on Apple's my entire life. From the apple IIe, apple IIgs, Mac classic, proforma's, Imacs, Macbook pros, etc. I really liked apple. I've never in my life had an issue like this and Apple is refusing to take back a defective unit that they knew was defective. They admitted it on the phone. Nonetheless they did not care. They basically stated it was my issue. I am now switching back to Windows 7 for my office, but also my home b/c of this issue. Apple is a dishonest company.
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