apple imac fixed!

Well the good news today is that I got my imac fixed and with very limited hassle. A quick recap... about a month or so I was burning a cd from itunes and heard a strange noise... then no matter what disk I put in, it would make a few attempts to boot, then just spit the disk back out. So I ended up purchasing a $170 extended warranty (which apple calls the "applecare protection plan")... I bought this for two reasons... one I knew I had a buggy computer after only 5 months out of the box. I figured it made sense to get the extended warranty. I also (mistakenly) thought this was the plan I needed in order to be treated like a human being when I tried to bring my computer in for repair. I later learned this was not the case... that plan is called the "pro care" card, and it can only be bought in your local apple store. I really think this is a borderline scam... it promises first rate customer service... I quote "next on the bench" with your computer when you bring it in to get fixed. So this is a mixed review here...
I brought the computer in as the shop opened at 10am. I purchased the $99 procare plan (good for one year). I then met with the "mac genius" who proceeded to boot up my mac off of a networked disk (I didn't know you could do that, that was cool that I learned something). He confirmed there was something wrong with the cd drive or optical drive. He checked and to my surprise they had a drive in stock (I guess this problem happens often). He said it should probably be done today (in approx 5 hours). GREAT!
So about 4:30 comes and I'm getting nervous that I had not gotten a call yet to say it was finished. I decided to call and see if maybe they called my home phone by mistake. I got an employee named "James" (I won't give away my local apple store... just be wary of an apple store employee named James). James was full of attitude, and at first would not even tell me if my machine had even been worked on. He said the "admin" was out (whatever that means). After I said, "Well they told me it would be done today" he put me on hold and decided to check. He said, "it's not done yet"... I said "well do you think it will be?" He said "I can't say, the tech is out to lunch (it was 4:45pm)" I said, "so there's nothing you can tell me?" He said "I've told you all that I can tell you".
So rather frustrated, I simply thanked him (sarcastically) and hung up.
I figured I would wait an hour before calling back to give the tech time to get back from "lunch"... when to my surprise my cell phone rang about 20 minutes later... the mac genius I spoke to this morning said "your computer is done" - Great! I said and thanked him.
SO... bottom line is that my computer is home, and seems to be running fine, and they fixed it within one business day.
Why I got the run-a-round from James I don't know. Was he lying when he said they had not touched my machine yet? Did the tech actually install a new optical drive in about 20 minutes? Did the mac genius lie when he said it would take 5 hours? Did I not get "next on the bench" service that my procare card promised? Who knows... I'm just happy that I have my machine back. I still feel like I got scammed out of a $99 procare plan though.
OH and for what it's worth... had I not been covered under warranty, this repair would have cost me $445.95!! ($310.94 for the optical drive, and $135.00 for the labor). Ouch!!!

Tech Tags: apple imac superdrive optical+drive apple+store apple+care procare

imac update

Well, it's officially broke. The "superdrive" just gave out on me with this new imac. In stepping back from it all, I was amazed at the range of emotions I've felt over this machine... anger, disappointment, then depression, hope and dread. These are not good feelings (except for hope). On top of this all, I have my vacation coming up in 11 days, 13 hours, 4 minutes and 18 seconds (I've got a countdown widget), and I have a fear that if I submit my imac to the local applestore, and if things take longer than expected, that I'll be out of town, when they need to get in touch with me to ask an important question. So, I've decided two items: One, I broke down (emphasis on broke because it was $180!!) and bought the extended warranty. I had two reasons for this... to be treated like a human being when dealing with the local store, and because now I know that my computer is not in tip-top operating condition. They may fix the drive for now, but in another 6 months, I'll be out of my normal warranty then I'll be up the creek. So, the second reason is simply to extend the warranty for another 2 years. Costly, but probably the wise thing to do. AND as my mom pointed out... it is like insurance... like bringing an umbrella with you on a cloudy day, if you bring the umbrella, it's sure not to rain... if you don't bring it, you're sure to get drenched.
So, I hope I won't be posting any more imac woes until after I get back from my vacation (in 11 days, 12 hours, 59 minutes and 16 seconds) :)

Tech Tags: apple imac superdrive applecare procare

new imac woes

Well, my new imac is sickly today. The hardrive/computer seems to be fine, it's the CD/DVD drive (apple calls it the superdrive). I burned a cd this morning of a podcast, and hit the eject button, then heard an odd sound and the disk did not eject. Hmm, strange I thought. Then a second later, itunes asked me if I wanted to import the cd (as if I had just put it in). I hit cancel, went to the desktop, dragged the disk to the trash to eject, and it did. Whew, I thought. BUT then when I tried to put a new CD in, it made a few little "Vzz-click" sounds, and spit the disk back out. Sure enough, no matter what disk I put in, it just spits it back out. SO disappointing this is, as it is only 5 months old.
I made a call to the apple tech line and was able to ask some general questions. It doesn't sound good in that I'll probably have to replace the superdrive. The tech led me to believe that this is something I could do on my own if I felt "comfortable". I do. I've done ram updates, replaced HD's, and swapped out a disk drive before, but these were all in the larger machines of about 5 years ago. The new imacs are JAMMED in to get them to fit in their nice slim design. After a little more digging online, I found a note that said the imacs are not meant to be opened by the owner, and that I could void my warranty if I try. Ugh. So, I may not be able to do this after all.
I also made a call to my local apple store - what a merry-go-round that was. Apple has extended warranties called "Procare". I did not purchase this when I got my computer, because every consumer website says it's a scam/total profit making machine for all stores. So I denied it. I'm still covered under a one year parts warranty, BUT here's the catch... you're treated like a second-class citizen when the tech guy's find out you don't have Procare. First of all, the tech guy would not tell me if they have the superdrives in stock. Next, he said I'd have to make an appointment to come in to have them look at it. Fine I said, Saturday will work. Then after a few more questions, the tech said that since they are usually so busy on Saturdays, they may not be able to give me a full answer as to what is wrong with the computer, so he said it would probably be best if I brought the computer in on Monday. fine I said... but hold the phone... since I don't have Procare, I can't make that appointment. I have to wait until 48 hours to make the appointment. In other words, I have to wait until Saturday, to make a Monday Appt. Oh Brother.
So, I'm very disappointed, and upset that my new imac baby has this major glitch so soon. I HATE to do it, but I think I may actually purchase the procare at this point (For about $170!!!). For, one, it will let me be treated to better service (I hope), and for two, it will extend my warranty for 2 more years (especially since I know I've got a bum disk drive.) There are others on the message boards with similar problems too. So, I got a faulty "mighty mouse" with my computer and now I've got a faulty disk drive. So disappointed.

If anyone finds this post on the intertubes, please post a comment if they've had experience with this. I found a few small "tricks" that might help me (like resetting the PRAM, and shutting down the system by unplugging it for 60 seconds - I hope these will work, but I'm not optimistic.) Also, I'd be interested in comments about ProCare too.

Wish me luck.

PS> The tech guy I spoke to on the phone was very nice and helpful. The local guy at my applestore was not. He gave me such a run-around - he was so afraid to offer me any information.

Tech Tags: apple imac superdrive consumerist procare broken