pillsy (pillsy) wrote,

Bending Apple to my Will

So, about six months ago, I persuaded my wife that her next computer ought to be an iMac G5. She really liked it a whole bunch, until a week ago, when it basically started shutting itself down spontaneously, and after a few attempts to make it boot again, refused to boot at all.

It was still under warranty, so we hauled it down to the Apple store (which is a fair schlepp given SoCal traffic), sat around for a couple hours while the guy we were meeting with ate lunch, and then were told they'd fix it. They replaced the logic board and the power supply, eating a cost of $900 in parts and labor because of the warranty coverage.

We brought it home last night, and discovered this morning that it's still having the same fucking problem. All we could get out of the Apple Store, as well as their customer support line, was a willingness to bend the rules and allow us to make another appointment tomorrow. Yippee. They wouldn't even ship it back to us after trying to fix it again.

Now, I understand that phone reps and store managers both have a limited amount of flexibility, and they are adhering to the letter of the warranty agreement. Nonetheless, I am pretty frustrated with this, and this is the second time I've had a major problem with an Apple computer in the last five years (the other was the Dread iBook Logic Board Issue[tm]). I'd like to send a firm but polite email indicating my displeasure with the way this is being handled, phrased in terms of my rapidly vanishing willingness to spend another dime on Apple hardware.

Anyone know the best place to direct this email, and have suggestions for things that I should (not) put in it in order to get the most favorable resolution? Thanks in advance.
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