iMac trouble

Sad Professor

Tbh I wouldn't have even raised the NVidia issue with them. It just gives them something to focus on instead of the fact that you are demanding a repair under the SoG Act. It turns it into a technical issue instead of a customer service issue, and it allows them to deal with you as a manufacturer (who has no obligation to you now that warranty is up) rather than as a seller. I don't know who you were talking to, but in instances like this technical support is completely useless. You need to talk to Apple Store customer service or nobody.

Anyway, it's clearly a hardware fault, even they admit that. But the machine is over 3 years old, so they aren't likely to agree to a repair over the phone. So your best option is to just lodge an application with the small claims court. When filling out the application just emphasise the fact that it's hardware fault, Apple told you it was a hardware fault, you didn't do anything to cause it and you'd reasonably expect the computer to last longer than 3 years.

The Black Oil

Thanks SP. First I spoke to sales, then someone in customer care, then tech support, then customer relations...the last woman didn't acknowledge I had had Apple Care (even though it was out of date, so she said the machine was out of warranty for over 900 days...)

I didn't mention NVidia on the phone this morning, (just alluded to a graphics fault I believed was there since the manufacturing process), but have mentioned it my letter. The independent place said they'd likely reflow the card, which I suppose is refresh and it would likely fail again.

Who/what is Apple Store customer service, do you mean Apple.ie's own CS dept? Will the Small Claims Court accept my verbatim commentary that Apple said it's a hardware fault? SCC allows for up to €2,000, I don't know how much to put down, the original cost of the machine?

Seems that other people have had this/similar problems.
http://forums.macrumors.com/showthread.php?t=1085213

http://forums.macrumors.com/showthread.php?t=970649

http://forums.macrumors.com/showthread.php?t=1076509

DubDJ

OP I had the same issue with a Dell Laptop a few weeks back. Went through a lot of hassle over 3 months but eventually got €400 compensation which i reluctantly accepted. Keep at them the law is on your side.

yoyo

Black Oil wrote: »

Thanks SP. First I spoke to sales, then someone in customer care, then tech support, then customer relations...the last woman didn't acknowledge I had had Apple Care (even though it was out of date, so she said the machine was out of warranty for over 900 days...)

I didn't mention NVidia on the phone this morning, (just alluded to a graphics fault I believed was there since the manufacturing process), but have mentioned it my letter. The independent place said they'd likely reflow the card, which I suppose is refresh and it would likely fail again.

Who/what is Apple Store customer service, do you mean Apple.ie's own CS dept? Will the Small Claims Court accept my verbatim commentary that Apple said it's a hardware fault? SCC allows for up to €2,000, I don't know how much to put down, the original cost of the machine?

Seems that other people have had this/similar problems.
http://forums.macrumors.com/showthread.php?t=1085213

http://forums.macrumors.com/showthread.php?t=970649

http://forums.macrumors.com/showthread.php?t=1076509

Do not accept a re-flow, as yes it will fail again after. I would put down the original cost of the machine, after small claims proceedings begin I imagine Apple will change their tune, good luck

Nick

The Black Oil

OK, I've received confirmation, admittedly just there now via text message, that a diagnostic from an independent engineer, 'points to an NVidia GPU failure, requires mainboard reflow to GPU (€99)'.

They're awaiting my instructions, so what next? I'll try go get this in writing anyway, then try Apple again or straight to the SCC?

yoyo

Black Oil wrote: »

OK, I've received confirmation, admittedly just there now via text message, that a diagnostic from an independent engineer, 'points to an NVidia GPU failure, requires mainboard reflow to GPU (€99)'.

They're awaiting my instructions, so what next? I'll try go get this in writing anyway, then try Apple again or straight to the SCC?

Small Claims, sure a reflow could fail in a week, month, year, 2 years, you have a ticking time bomb there, and yes do not pay for it. You've given Apple ample oppertunity to help you, they havn't so start small claims proceedings would be my advice. Yes if you can get the independent engineers report in writing (there may be a small charge) I would, as it gives evidence that its a known fault should Apple persue the claim, likely they'll chicken out and settle before hand though, but you never know

Nick

The Black Oil

The independent place refused to give me a print out of what they had diagnosed unless it was for insurance reasons and I'd need something from the insurance company to get it. I didn't have it on the house insurance, mea culpa in that regard. Anyway, verbally they said the NVidia thing is acting up, but also that the HD is reading as having bad sectors and was wondering if I had dropped it. Definite no is the answer to that and it wasn't bouncing around in the boot of the car when I brought it to the place. I was looking after it in the main body of the car.

yoyo

Black Oil wrote: »

The independent place refused to give me a print out of what they had diagnosed unless it was for insurance reasons and I'd need something from the insurance company to get it. I didn't have it on the house insurance, mea culpa in that regard. Anyway, verbally they said the NVidia thing is acting up, but also that the HD is reading as having bad sectors and was wondering if I had dropped it. Definite no is the answer to that and it wasn't bouncing around in the boot of the car when I brought it to the place. I was looking after it in the main body of the car.

If it was any other type of machine I'd say the hard drive issue is minor as there easy to replace, but on an iMac they are very very difficult to replace and while a hard dsik with bad sectors may work without problems it is allot more likely to fail soon enough. Try to find a place ie phone around who will give you a diagnosis report, most will charge some fee as obviously if neccesary they may need to confirm their findings in court, I wouldn't worry about the hard disk issue though, bad sectors arn't causing this problem, I would go small claims now, its only €15 to lodge a complaint

Nick

The Black Oil

Tbh, it's in an Apple authorised repair place now, after little success elsewhere. So, the Apple place will probably tell me what's wrong and quote what it would cost to repair. Can you get something repaired and go through the SCC after the fact, pointing out how much it cost given the NVidia issue? I presume not.

yoyo

Black Oil wrote: »

Tbh, it's in an Apple authorised repair place now, after little success elsewhere. So, the Apple place will probably tell me what's wrong and quote what it would cost to repair. Can you get something repaired and go through the SCC after the fact, pointing out how much it cost given the NVidia issue? I presume not.

No, I would not send it to Apple as obviously it will end up costing you and you won't guarantee you'll get this refunded from small claims, I'm actually suprised how badly apple a company meant to be known for customer support are handling this so poorly.
Its up to Apple to foot the bill and then Nvidia to provide them the new hardware (Although its likely you'll receive a refurbished mobo from Apple), and also as your machine is fairly old the longer you leave it the less likely of small claims being of much use to you (this is likely the tactic Apple are playing here). As the machine is 08 its a fair few years old, however as you payed thousands for it it should be expected to last longer than 3 years and also the failure is due to a known problem

Nick

The Black Oil

Have probably shot myself in the foot in that regard as it's with them now. I can't keep asking a family member to help me ferry it around. I am a bit disappointed at the customer service aspect as well. I've found them helpful enough with smaller issues in the past, but they didn't write or phone after I sent the registered letter to Cork. The machine was just under €1,600, so a fair whack alright.

We keep returning to the issue of the known problem, but getting the evidence for that isn't easy. Er, I don't know what else to try re getting an evaluation of it, Currys or PC World, but I know some people feel they're a bit spawn of satan-ish.

yoyo

Black Oil wrote: »

Have probably shot myself in the foot in that regard as it's with them now. I can't keep asking a family member to help me ferry it around. I am a bit disappointed at the customer service aspect as well. I've found them helpful enough with smaller issues in the past, but they didn't write or phone after I sent the registered letter to Cork. The machine was just under €1,600, so a fair whack alright.

We keep returning to the issue of the known problem, but getting the evidence for that isn't easy. Er, I don't know what else to try re getting an evaluation of it, Currys or PC World, but I know some people feel they're a bit spawn of satan-ish.

Phone around shops and see if they'll do it for you, in the mean time I'd put in a small claims claim, Apple will probably chicken out by this stage anyways.
In court it would be appropriate that a machine purchased for €1600 should be expected to last a reasonable amount of time, I would say 5 years would be what would be considered reasonable for such a machine.
Get the machine back from Apple (yes you'll likely have to pay courier fees) and start small claims proceedings. Make sure you still have a record of all unsatisfactory communications with Apple i.e: emails, times you phones, people you spoke to etc.

Nick

The Black Oil

If things don't go your way can you incur legal costs, though? I spoke to the SCC again, though I've not put in a claim, and I was told that if it went to court it would be in Cork as that's where the respondent's address is. This seems to be the opposite of what I was told before.

Also, the SCC were (again) on about having the exact legal name correct, otherwise you'll fall at the first hurdle.

Cabaal

Black Oil wrote: »

If things don't go your way can you incur legal costs, though?

Nope, not if its small claims,. The most you have to loose is your small claims fee.

I spoke to the SCC again, though I've not put in a claim, and I was told that if it went to court it would be in Cork as that's where the respondent's address is. This seems to be the opposite of what I was told before.

This doesn't sound right at all, as far as I was aware it should be local to you not them (the company).

Also, the SCC were (again) on about having the exact legal name correct, otherwise you'll fall at the first hurdle.

this is 100% correct, you must get the correct company name.

Greentree_uk

Did you get your quote to fix yet?

The Black Oil

Not yet, no.

Greentree_uk

long time in centre. where did you drop it into? approximate price would be €360 inc vat.

The Black Oil

How do you figure that price? It's there since the morning of the 15th, so not long.

yoyo

Greentree_uk wrote: »

long time in centre. where did you drop it into? approximate price would be €360 inc vat.

Why pay a huge amount of money when the "repair" will likely fail anyways, those 8x00 video cards are ticking time bombs, all will fail the same way at some stage

Nick

Greentree_uk

Sorry thought it was 12th u dropped it in

The Black Oil

I suppose I could take it off Apple and bring it somewhere else, but I don't really have the time to be fully focused on this now. When CompuB took it they said something about some note being forward to Apple, so this may be another part of having shot myself in the foot. If Apple see that I've put it in to be checked out then I presume they may not give in later on. I've college until Thursday and I wouldn't be overly fussed if it was lying somewhere over Christmas, it's not doing much good having it sitting it home. I could leave all of this on the back burner until January, but, and I may have heard this wrong, that might scupper things with the SCC, if I'm seen to have delayed in taking action. My indecisiveness doesn't help.

The Black Oil

Authorised Apple place say about 500 to replace GPU or about 1,000 if it it's logic board. Seem to be finding it hard to diagnose. Would be 6 month warranty.

The Black Oil

OK, the authorised place rang me again this morning and apparently they got a one time exception code and have agreed to replace the graphics card at no cost to me.

Greentree_uk

Result!

whiterebel

Well done!!

Cabaal

Great to hear you've had a positive outcome,

jdee99

Good outcome!

The Black Oil

I've the iMac back now.

90 days warranty. Within 'About this Mac' says it's a NVIDIA GeForce 8800 GS, as expected.

Given that the first place I took it to suggested the HD had 'bad sectors', is there anything I should do the check this, just verify the HD in Disk Utility? Or are there any other precautions I should be taking (apart from backups) in case it goes loola again?

Thank you for all the ideas and feedback over the past few weeks.

Sad Professor

Glad you got this sorted.

Yeah just verify the hard disk in Disk Utility and see what it says.

The Black Oil

This disk needs to be repaired. Start up your computer with another disk (such as your Mac OS X installation disc), and then use Disk Utility to repair this disk.

Also says the volume Mac HD was found corrupt and needs to be repaired.