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
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