Re: [WAMUG} Finally a win with Apple .... YAY !!

[Peter Hinchliffe]

I can report a very positive recent experience with Apple.

My ancient (2015 vintage) iPad Pro suddenly decided not to turn on, even when 
plugged into a power source. After much experimentation I was able to get it 
started only if it was connected to my iMac with iTunes running. At least this 
allowed me to run a backup, but I also entered a chat session with Apple 
Support. 

This proved invaluable. While the iPad was running, they were able to perform 
diagnostics on the device online, which confirmed that the battery needed to be 
replaced. They then submitted a written report with a Case Number to my Apple 
ID. 

I then booked a Genius Bar session with the Apple Store in Perth. They were 
able to retrieve the report and there were no further questions asked. They 
immediately set about organising a replacement. Not a replacement battery - a 
replacement iPad (apparently they don’t replace just batteries - it’s too 
hard)! The Genius Bar appointment was on the Friday before Australia Day. The 
replacement iPad came into the store the following Wednesday, and I picked it 
up on Friday last week.

The new iPad is a brand new replacement 2015. I’ve now successfully restored 
from my backup, and it was all done for $165, Apple's standard cost of a 
replacement iPad battery. The whole operation was a smooth as silk.

My real lesson from all of this was the value Apple provides by taking 
advantage of their online support.

> On 31 Jan 2021, at 6:59 pm, Stephen Chape  wrote:
> 
> Oh sorry Pete.
> The iMac has performed 10 times faster since the upgrade.
> 
>> On 31 Jan 2021, at 4:59 pm, Peter Crisp > > wrote:
>> 
>> HI Stephen, yes that is very poor that firstly the iMac performed so poorly 
>> and THEN Apple had the cheek to suggest you need to upgrade your 2019 iMAC!!
>> 
>> Not good enough. I am glad you got satisfaction eventually. I suppose we 
>> await to hear if the unit does in fact perform the way it should after you 
>> get it back.
>> 
>> Regards
>> 
>> 
>> Pete
>> 
>> 

Kind regards,

Peter HinchliffeApwin Computer Services
FileMaker Pro Solutions Developer
Perth, Western Australia
Phone (618) 9332 6482Mob 0403 046 948

Mac because I prefer it -- Windows because I have to.

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Re: [WAMUG} Finally a win with Apple .... YAY !!

[Stephen Chape]

Thank you Wendy.
I also am a Choice Subscriber and that may have been my next step.

> On 1 Feb 2021, at 1:07 pm, wendy.corr...@iinet.net.au wrote:
> 
> Hi Stephen
> 
> An interesting story.
> 
> I am a Choice subscriber and enjoy reading similar stories from subscribers 
> complaining about various companies.  I don't think I've ever read an Apple 
> complaint.   Sometimes Choice takes over the negotiations on behalf of the 
> consumer and then we see real action; and fast. 
> 
> I'm glad you persevered.
> 
> Cheers
> Wendy
> 
> 
> 
> - Original Message -
> From:
> wamug@wamug.org.au
> 
> To:
> "WAMUG Mailing List" 
> Cc:
> 
> Sent:
> Sun, 31 Jan 2021 16:19:35 +0800
> Subject:
> [WAMUG} Finally a win with Apple  YAY !!
> 
> 
> In May 2020 my daughter purchased a new iMac through our local Apple Retailer.
> 
> 
> 
> iMac Retina 4K, 21.5 inch, 2019
> 
> 8GB 2400 MHz DDR4, Mac 1TB Hard Drive
> 
> 
> 
> 
> Radeon Pro 555X 2GB
> 
> 
> 
> At the very beginning it was a noticeably slow machine. But as time has 
> passed it became extremely slow. Switch on to Login became 4 minutes 15 
> seconds. Opening and closing files became incredibly slow. Even opening email 
> attachments took ages.
> 
> 
> 
> 
> I tried checking for Malware, starting in Safe Mode, cleaning out all unused 
> rubbish, but it still got worse.
> 
> 
> 
> 
> Finally, on 28 October I returned it to the Apple Dealer and asked them to 
> look for the problem. They spent two days running tests and found nothing. 
> They then told me that when Apple released Catalina it was only optimised to 
> run with an SSD. I find that hard to believe because my wife’s 2012 iMac runs 
> Catalina and performs very well with its 1TB Hard Drive. In fact, it starts 
> in 2 minutes 30 seconds.
> 
> 
> 
> 
> On 30 October The Apple Dealer quoted me a price to replace the 1TB Hard 
> Drive with a 500GB SSD. So, I phoned Apple support to ask for advice and to 
> ask about warranty if this work is carried out. Apple Support seemed happy 
> for the dealer to do the work and told me the iMac warranty will still stand. 
> So, I asked the Dealer to go ahead with the SSD upgrade.
> 
> 
> 
> 
> But both my daughter and I were not happy that she had to pay $465.00 (260.00 
> pounds) in order to resolve a major issue with an iMac that is only 5 months 
> old.
> 
> 
> 
> 
> So I wrote to Apple Australia asking them to take this on board and reply 
> with an explanation for this issue. I made the point that because there was 
> no other alternative, this must be regarded as a warranty repair, and not 
> just an upgrade. I told them that I have been an Apple Mac user for about 25 
> years and I have never felt so disappointed with Apple. In my home we use two 
> iMacs, two iPhones and an iPad. Other members of my family also use Macs.
> 
> 
> 
> 
> About a month later I wrote to Apple again because I had not received a 
> response. About a fortnight after that someone phoned me from Apple Australia 
> and after a 20 minute conversation I was told that Apple would never refund 
> the cost so there was no point in taking this any further.
> 
> But, being a stubborn bastard, I wrote to Apple in California. Eventually, 
> about a week ago I had a phone call from a very polite woman from Apple in 
> Singapore. She listened to my story (again). She then asked me to email her 
> the Invoice for the “repair” and then escalated the issue to the refund team.
> 
> I have just received an email from Apple to say that a full refund will be 
> deposited into my bank account in the next few days.
> Although I am back to being a satisfied Apple user, I am still disappointed 
> that this is what it takes to get any attention when things go “pear shaped” 
> with Apple’s products. All the same “thank you Apple”.
> 
> 
> Regards,
> Stephen Chape
> 
> 
> 
> 
> 
> 
> -- The WA Macintosh User Group Mailing List --
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> Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
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Regards,
Stephen Chape






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Re: [WAMUG} Finally a win with Apple .... YAY !!

[wendy . corrick]

Hi Stephen
An interesting story.
I am a Choice subscriber and enjoy reading similar stories from
subscribers complaining about various companies.  I don't think I've
ever read an Apple complaint.   Sometimes Choice takes over the
negotiations on behalf of the consumer and then we see real action;
and fast. 

I'm glad you persevered
CheersWendy

- Original Message -
From: wamug@wamug.org.au
To:"WAMUG Mailing List" 
Cc:
Sent:Sun, 31 Jan 2021 16:19:35 +0800
Subject:[WAMUG} Finally a win with Apple  YAY !!

In May 2020 my daughter purchased a new iMac through our local Apple
Retailer.

iMac Retina 4K, 21.5 inch, 2019

8GB 2400 MHz DDR4, Mac 1TB Hard Drive

Radeon Pro 555X 2GB

At the very beginning it was a noticeably slow machine. But as time
has passed it became extremely slow. Switch on to Login became 4
minutes 15 seconds. Opening and closing files became incredibly slow.
Even opening email attachments took ages.

I tried checking for Malware, starting in Safe Mode, cleaning out all
unused rubbish, but it still got worse.

Finally, on 28 October I returned it to the Apple Dealer and asked
them to look for the problem. They spent two days running tests and
found nothing. They then told me that when Apple released Catalina it
was only optimised to run with an SSD. I find that hard to believe
because my wife’s 2012 iMac runs Catalina and performs very well
with its 1TB Hard Drive. In fact, it starts in 2 minutes 30 seconds.

On 30 October The Apple Dealer quoted me a price to replace the 1TB
Hard Drive with a 500GB SSD. So, I phoned Apple support to ask for
advice and to ask about warranty if this work is carried out. Apple
Support seemed happy for the dealer to do the work and told me the
iMac warranty will still stand. So, I asked the Dealer to go ahead
with the SSD upgrade.

But both my daughter and I were not happy that she had to pay $465.00
(260.00 pounds) in order to resolve a major issue with an iMac that is
only 5 months old.

So I wrote to Apple Australia asking them to take this on board and
reply with an explanation for this issue. I made the point that
because there was no other alternative, this must be regarded as a
warranty repair, and not just an upgrade. I told them that I have been
an Apple Mac user for about 25 years and I have never felt so
disappointed with Apple. In my home we use two iMacs, two iPhones and
an iPad. Other members of my family also use Macs.

About a month later I wrote to Apple again because I had not received
a response. About a fortnight after that someone phoned me from Apple
Australia and after a 20 minute conversation I was told that Apple
would never refund the cost so there was no point in taking this any
further.But, being a stubborn bastard, I wrote to Apple in California.
Eventually, about a week ago I had a phone call from a very polite
woman from Apple in Singapore. She listened to my story (again). She
then asked me to email her the Invoice for the “repair” and then
escalated the issue to the refund team.
I have just received an email from Apple to say that a full refund
will be deposited into my bank account in the next few days.

Although I am back to being a satisfied Apple user, I am still
disappointed that this is what it takes to get any attention when
things go “pear shaped” with Apple’s products. All the same
“thank you Apple”.
Regards,
Stephen Chape


-- The WA Macintosh User Group Mailing List --
Archives - <http://www.wamug.org.au/mailinglist/archives.shtml>
Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml>
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Re: [WAMUG} Finally a win with Apple .... YAY !!

[Stephen Chape]

Oh sorry Pete.
The iMac has performed 10 times faster since the upgrade.

> On 31 Jan 2021, at 4:59 pm, Peter Crisp  wrote:
> 
> HI Stephen, yes that is very poor that firstly the iMac performed so poorly 
> and THEN Apple had the cheek to suggest you need to upgrade your 2019 iMAC!!
> 
> Not good enough. I am glad you got satisfaction eventually. I suppose we 
> await to hear if the unit does in fact perform the way it should after you 
> get it back.
> 
> Regards
> 
> 
> Pete
> 
> On 31 Jan 2021, at 4:19 pm, Stephen Chape  > wrote:
> 
>> In May 2020 my daughter purchased a new iMac through our local Apple 
>> Retailer.
>> 
>> iMac Retina 4K, 21.5 inch, 2019
>> 
>> 8GB 2400 MHz DDR4, Mac 1TB Hard Drive
>> 
>> Radeon Pro 555X 2GB
>> 
>> At the very beginning it was a noticeably slow machine. But as time has 
>> passed it became extremely slow. Switch on to Login became 4 minutes 15 
>> seconds. Opening and closing files became incredibly slow. Even opening 
>> email attachments took ages.
>> 
>> I tried checking for Malware, starting in Safe Mode, cleaning out all unused 
>> rubbish, but it still got worse.
>> 
>> Finally, on 28 October I returned it to the Apple Dealer and asked them to 
>> look for the problem. They spent two days running tests and found nothing. 
>> They then told me that when Apple released Catalina it was only optimised to 
>> run with an SSD. I find that hard to believe because my wife’s 2012 iMac 
>> runs Catalina and performs very well with its 1TB Hard Drive. In fact, it 
>> starts in 2 minutes 30 seconds.
>> 
>> On 30 October The Apple Dealer quoted me a price to replace the 1TB Hard 
>> Drive with a 500GB SSD. So, I phoned Apple support to ask for advice and to 
>> ask about warranty if this work is carried out. Apple Support seemed happy 
>> for the dealer to do the work and told me the iMac warranty will still 
>> stand. So, I asked the Dealer to go ahead with the SSD upgrade.
>> 
>> But both my daughter and I were not happy that she had to pay $465.00 
>> (260.00 pounds) in order to resolve a major issue with an iMac that is only 
>> 5 months old.
>> 
>> So I wrote to Apple Australia asking them to take this on board and reply 
>> with an explanation for this issue. I made the point that because there was 
>> no other alternative, this must be regarded as a warranty repair, and not 
>> just an upgrade. I told them that I have been an Apple Mac user for about 25 
>> years and I have never felt so disappointed with Apple. In my home we use 
>> two iMacs, two iPhones and an iPad. Other members of my family also use Macs.
>> 
>> About a month later I wrote to Apple again because I had not received a 
>> response. About a fortnight after that someone phoned me from Apple 
>> Australia and after a 20 minute conversation I was told that Apple would 
>> never refund the cost so there was no point in taking this any further.
>> 
>> But, being a stubborn bastard, I wrote to Apple in California. Eventually, 
>> about a week ago I had a phone call from a very polite woman from Apple in 
>> Singapore. She listened to my story (again). She then asked me to email her 
>> the Invoice for the “repair” and then escalated the issue to the refund team.
>> 
>> I have just received an email from Apple to say that a full refund will be 
>> deposited into my bank account in the next few days.
>> Although I am back to being a satisfied Apple user, I am still disappointed 
>> that this is what it takes to get any attention when things go “pear shaped” 
>> with Apple’s products. All the same “thank you Apple”.
>> 
>> 
>> Regards,
>> Stephen Chape
>> 
>> 
>> 
>> 
>> 
>> 
>> -- The WA Macintosh User Group Mailing List --
>> Archives - > >
>> Guidelines - > >
>> Settings & Unsubscribe - 
>> > >
> -- The WA Macintosh User Group Mailing List --
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> Guidelines - 
> Settings & Unsubscribe - 
> 


Regards,
Stephen Chape






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Re: [WAMUG} Finally a win with Apple .... YAY !!

[Peter Crisp]

HI Stephen, yes that is very poor that firstly the iMac performed so poorly and 
THEN Apple had the cheek to suggest you need to upgrade your 2019 iMAC!!

Not good enough. I am glad you got satisfaction eventually. I suppose we await 
to hear if the unit does in fact perform the way it should after you get it 
back.

Regards


Pete

> On 31 Jan 2021, at 4:19 pm, Stephen Chape  wrote:
> 
> In May 2020 my daughter purchased a new iMac through our local Apple Retailer.
> 
> iMac Retina 4K, 21.5 inch, 2019
> 
> 8GB 2400 MHz DDR4, Mac 1TB Hard Drive
> 
> Radeon Pro 555X 2GB
> 
> At the very beginning it was a noticeably slow machine. But as time has 
> passed it became extremely slow. Switch on to Login became 4 minutes 15 
> seconds. Opening and closing files became incredibly slow. Even opening email 
> attachments took ages.
> 
> I tried checking for Malware, starting in Safe Mode, cleaning out all unused 
> rubbish, but it still got worse.
> 
> Finally, on 28 October I returned it to the Apple Dealer and asked them to 
> look for the problem. They spent two days running tests and found nothing. 
> They then told me that when Apple released Catalina it was only optimised to 
> run with an SSD. I find that hard to believe because my wife’s 2012 iMac runs 
> Catalina and performs very well with its 1TB Hard Drive. In fact, it starts 
> in 2 minutes 30 seconds.
> 
> On 30 October The Apple Dealer quoted me a price to replace the 1TB Hard 
> Drive with a 500GB SSD. So, I phoned Apple support to ask for advice and to 
> ask about warranty if this work is carried out. Apple Support seemed happy 
> for the dealer to do the work and told me the iMac warranty will still stand. 
> So, I asked the Dealer to go ahead with the SSD upgrade.
> 
> But both my daughter and I were not happy that she had to pay $465.00 (260.00 
> pounds) in order to resolve a major issue with an iMac that is only 5 months 
> old.
> 
> So I wrote to Apple Australia asking them to take this on board and reply 
> with an explanation for this issue. I made the point that because there was 
> no other alternative, this must be regarded as a warranty repair, and not 
> just an upgrade. I told them that I have been an Apple Mac user for about 25 
> years and I have never felt so disappointed with Apple. In my home we use two 
> iMacs, two iPhones and an iPad. Other members of my family also use Macs.
> 
> About a month later I wrote to Apple again because I had not received a 
> response. About a fortnight after that someone phoned me from Apple Australia 
> and after a 20 minute conversation I was told that Apple would never refund 
> the cost so there was no point in taking this any further.
> 
> But, being a stubborn bastard, I wrote to Apple in California. Eventually, 
> about a week ago I had a phone call from a very polite woman from Apple in 
> Singapore. She listened to my story (again). She then asked me to email her 
> the Invoice for the “repair” and then escalated the issue to the refund team.
> 
> I have just received an email from Apple to say that a full refund will be 
> deposited into my bank account in the next few days.
> Although I am back to being a satisfied Apple user, I am still disappointed 
> that this is what it takes to get any attention when things go “pear shaped” 
> with Apple’s products. All the same “thank you Apple”.
> 
> 
> Regards,
> Stephen Chape
> 
> 
> 
> 
> 
> 
> -- The WA Macintosh User Group Mailing List --
> Archives - 
> Guidelines - 
> Settings & Unsubscribe - 
> 
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[WAMUG} Finally a win with Apple .... YAY !!

[Stephen Chape]

In May 2020 my daughter purchased a new iMac through our local Apple Retailer.

iMac Retina 4K, 21.5 inch, 2019

8GB 2400 MHz DDR4, Mac 1TB Hard Drive

Radeon Pro 555X 2GB

At the very beginning it was a noticeably slow machine. But as time has passed 
it became extremely slow. Switch on to Login became 4 minutes 15 seconds. 
Opening and closing files became incredibly slow. Even opening email 
attachments took ages.

I tried checking for Malware, starting in Safe Mode, cleaning out all unused 
rubbish, but it still got worse.

Finally, on 28 October I returned it to the Apple Dealer and asked them to look 
for the problem. They spent two days running tests and found nothing. They then 
told me that when Apple released Catalina it was only optimised to run with an 
SSD. I find that hard to believe because my wife’s 2012 iMac runs Catalina and 
performs very well with its 1TB Hard Drive. In fact, it starts in 2 minutes 30 
seconds.

On 30 October The Apple Dealer quoted me a price to replace the 1TB Hard Drive 
with a 500GB SSD. So, I phoned Apple support to ask for advice and to ask about 
warranty if this work is carried out. Apple Support seemed happy for the dealer 
to do the work and told me the iMac warranty will still stand. So, I asked the 
Dealer to go ahead with the SSD upgrade.

But both my daughter and I were not happy that she had to pay $465.00 (260.00 
pounds) in order to resolve a major issue with an iMac that is only 5 months 
old.

So I wrote to Apple Australia asking them to take this on board and reply with 
an explanation for this issue. I made the point that because there was no other 
alternative, this must be regarded as a warranty repair, and not just an 
upgrade. I told them that I have been an Apple Mac user for about 25 years and 
I have never felt so disappointed with Apple. In my home we use two iMacs, two 
iPhones and an iPad. Other members of my family also use Macs.

About a month later I wrote to Apple again because I had not received a 
response. About a fortnight after that someone phoned me from Apple Australia 
and after a 20 minute conversation I was told that Apple would never refund the 
cost so there was no point in taking this any further.

But, being a stubborn bastard, I wrote to Apple in California. Eventually, 
about a week ago I had a phone call from a very polite woman from Apple in 
Singapore. She listened to my story (again). She then asked me to email her the 
Invoice for the “repair” and then escalated the issue to the refund team.

I have just received an email from Apple to say that a full refund will be 
deposited into my bank account in the next few days.
Although I am back to being a satisfied Apple user, I am still disappointed 
that this is what it takes to get any attention when things go “pear shaped” 
with Apple’s products. All the same “thank you Apple”.


Regards,
Stephen Chape






-- The WA Macintosh User Group Mailing List --
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