Mac woes continue

So – I took delivery of an iMac Intel 20″ for work, only to discover a display issue when the machine woke from sleep.

I took the machine in to be replaced and the fault magically disappeared – so I spent the next few days determining the steps to reproduce, when eventually, after a day without a machine, I received a replacement.

I think you can guess what happened next…

After a day the same fault appeared in this machine. After hours on the phone to Apple tech support, spending 2 hours re-installing the operating system, they finally threw their hands in the air and called it a hardware fault.

When I first called I sent them the discussion thread above, which was not added to their job system, so I’ve had to explain the fault about 3 or 4 times since.

This is the second machine with this fault, and yet Apple Australia can’t guarantee that they can replace the machine, or fix, without standard service center delays (which can be up to two weeks). This is because Apple’s structure in Australia means the retailers are separate companies and Apple can’t force them to replace a faulty machine or escalate support.

I’m now wasting another 30 minutes to an hour explaining things to the reseller (this is about the 6th time I’ve had to explain the fault and the steps that have been taken), then lose the machine for half a day or more while they confirm the fault again (because they have to prove the fault, even though Apple have already determined this), and then get a new one and hope that it doesn’t express the same issue…

Apple seem to think that this is acceptable from a customer service perspective. I’ve long said that Macs are great, when they work. But this is the BS that you have to jump through when something goes wrong. I estimate that I’ve lost about 3-4 days worth of productive time as a result of this.=, and every step I’ve had to fight to get a reasonable result (which usually means a day or two without a machine).

It’s absolutely ridiculous – and given I’m still having issues with .Mac synchronisation I feel like just giving up and buying a PC…