I'm in MAC Hell!

Discussion of general issues, not related to a specific Mac or iDevice operating system.
jeanne
Forum Member - Level 1
Forum Member - Level 1
Posts: 25
Joined: Tue Sep 27, 2011 3:57 pm

I'm in MAC Hell!

Post by jeanne » Tue Jul 10, 2012 7:04 am

I never thought I'd have to write a post like this --It's regarding my
MAC MINI which I bought in 2009 or 10. Now, it's strangely acting like
it's corrupted again. Does anyone have any possible idea how I can
handle this. I'm at the end of my rope.

This started mid-May and I've had the hard drive replaced at the
Alderwood store. It's been an ongoing problem since then. I'm upset and
disappointed. I'm not exaggerating when I say I'm on the phone about
every 3rd day with an Advisor.

Below is a copy of a memo I sent to my brother, Tom, on Sunday:

I'm almost ready to throw this damn thing out the window. Since the hard
drive was corrupted and replaced I've had nothing but trouble. Right now,
I'm dealing with three different Senior Advisors in three states and
they each tell me something different. I load music up from a CD - one
time it's there and then the next time it's gone. My photos were almost
lost and and data too. I've been on the phone over the last three days for
8 - 9 hours trying to get the thing back to normal (whatever that is these
days). I' rapidly approaching the limit of my tolerance for this problem -
if it isn't resolved shortly I'm going to write a letter to Apple asking for
a new computer, they only made $348 million in profit last quarter so I
think they can afford a new $2k computer. Now, I'm waiting for them to send
me another copy of the latest version of Software so we can install that and
hopefully get everything straightened out. I'm definitely not holding my
breath though.

And, if this isn't enough, my Apple extended Warranty expires the 9th of
July, which is Monday. They are honoring any expenses I need to have done
that relate to anything with the hard drive - which is basically everything.

Then I decided to go to Carbonite to retrieve files and they weren't that
technologically savvy working with MAC computers. It ended up to be a real
mess and had to import photos several times before they appeared. The guy
there said it's Apple's problem, Apple says it's Carbonite. When I was
working and had a problem, one phone call to one of our IT guys and they
would show up immediately. Now, it's pretty much do-it-yourself.


PS: AT the same time I took my hard drive to the Alderwood store,I bought
an iPad, 3rd generation, a 64 wi-fi in black. The only good thing about this
problem its made me become more proficient on the iPad.

Thanks,
Jean Sokolinski

User avatar
Richard Serkes
Forum Member - Level 5
Forum Member - Level 5
Posts: 1010
Joined: Thu Mar 31, 2011 9:21 pm
Location: Port Angeles, WA

Re: I'm in MAC Hell!

Post by Richard Serkes » Tue Jul 10, 2012 7:51 am

Please, please, please back up everything to an external hard drive. After doing that you'll have to work with AppleCare to get this resolved. After having to replace three displays on an iMac I said I wanted a new unit and Apple gave me one. Have you asked for a replacement unit yet? If not, ask. Be polite and courteous but be insistent. Your Mac Mini unit has a documented history of being a lemon and enough is enough.

Good luck and let us know what happens.

Oh, I don't fault Apple for not supporting Carbonite. It's not an Apple product or service after all. If Carbonite says it works with Mac OS X it's Carbonite's responsibility to back up its claim.
---
Always burn your bridges. You never know who's coming up from behind.

User avatar
Stephen Hart
Forum Member - Level 5
Forum Member - Level 5
Posts: 3043
Joined: Thu Apr 07, 2011 10:09 am

Re: I'm in MAC Hell!

Post by Stephen Hart » Tue Jul 10, 2012 8:28 am

Certainly if you have an AppleCare case number, and have been doing what they told you on several phone calls, it might be time to call Apple Customer Relations. That's a different organization from AppleCare. They have the power to say "What can I do to make you a happy Apple customer?" AppleCare reps cannot do that. All they can do is try to solve the problem you have.
While any AppleCare rep has all previous notes at his or her disposal, you still might get conflicting advice.

That said, I wonder if you'd be willing to write a bullet list of what happened and what you've tried. I assume Apple would only replace a drive if it fails the Apple Hardware Test. (I just had this done.)

What did you do after getting the new drive? Did the drive come with a fresh copy of OS X on it?

What are the symptoms you're experiencing now? (Leave Carbonite out of it for the moment.)

What version of OS X are you using?
"Design is not just what it looks like and feels like. Design is how it works."
Steve Jobs

User avatar
Richard Serkes
Forum Member - Level 5
Forum Member - Level 5
Posts: 1010
Joined: Thu Mar 31, 2011 9:21 pm
Location: Port Angeles, WA

Re: I'm in MAC Hell!

Post by Richard Serkes » Tue Jul 10, 2012 9:54 am

Stephen, although your inquiries may be interesting to us I think this lady is just fed up with the tech difficulties and wants a final fix. Since AppleCare can't seem to solve things and it's been going on for quite some time I think a new Mini is in order.

If memory serves, when I told AppleCare enough was enough and I wanted a replacement I was transferred to another group like customer relations.

Jeanne, I'm suggesting you call AppleCare with your problem # or whatever they call it and tell them you want a replacement. See what happens after that.
---
Always burn your bridges. You never know who's coming up from behind.

User avatar
Stephen Hart
Forum Member - Level 5
Forum Member - Level 5
Posts: 3043
Joined: Thu Apr 07, 2011 10:09 am

Re: I'm in MAC Hell!

Post by Stephen Hart » Tue Jul 10, 2012 4:27 pm

Richard Serkes wrote:Stephen, although your inquiries may be interesting to us I think this lady is just fed up with the tech difficulties and wants a final fix. Since AppleCare can't seem to solve things and it's been going on for quite some time I think a new Mini is in order.
Er, isn't that what I just wrote?
"Design is not just what it looks like and feels like. Design is how it works."
Steve Jobs

User avatar
Richard Serkes
Forum Member - Level 5
Forum Member - Level 5
Posts: 1010
Joined: Thu Mar 31, 2011 9:21 pm
Location: Port Angeles, WA

Re: I'm in MAC Hell!

Post by Richard Serkes » Tue Jul 10, 2012 4:33 pm

Stephen Hart wrote:
Richard Serkes wrote:Stephen, although your inquiries may be interesting to us I think this lady is just fed up with the tech difficulties and wants a final fix. Since AppleCare can't seem to solve things and it's been going on for quite some time I think a new Mini is in order.
Er, isn't that what I just wrote?
No, you asked for a bullet list of problems and then three specific questions.
---
Always burn your bridges. You never know who's coming up from behind.

User avatar
Stephen Hart
Forum Member - Level 5
Forum Member - Level 5
Posts: 3043
Joined: Thu Apr 07, 2011 10:09 am

Re: I'm in MAC Hell!

Post by Stephen Hart » Tue Jul 10, 2012 10:12 pm

Stephen Hart wrote:Certainly if you have an AppleCare case number, and have been doing what they told you on several phone calls, it might be time to call Apple Customer Relations.
"Design is not just what it looks like and feels like. Design is how it works."
Steve Jobs

jeanne
Forum Member - Level 1
Forum Member - Level 1
Posts: 25
Joined: Tue Sep 27, 2011 3:57 pm

Re: I'm in MAC Hell!

Post by jeanne » Wed Jul 11, 2012 5:30 am

My computer is backed up to an external hard drive - we tried to retrieve everything from Time Machine - only SOME of the data was available. I thought that having Time Machine, PLUS backing up with Carbonite would protect my data. Boy, was I wrong.

jeanne
Forum Member - Level 1
Forum Member - Level 1
Posts: 25
Joined: Tue Sep 27, 2011 3:57 pm

Re: I'm in MAC Hell!

Post by jeanne » Wed Jul 11, 2012 7:08 am

I wish I knew enough about this website so that I can reply to a specific person like Richard Hart did.
How do you do that?

Anyway, I tried finding a Customer Relations phone number to no avail.Then I called Customer Care this AM and was disconnected
twice when they tried to transfer me. Then I tried calling 1-800-692-7753 and was again disconnected. If anyone has a number that I could call I would appreciate if they would post it. Are you sure they even have a customer relations department?

And, you wonder why I'm getting frustrated. I actually worked for Apple Computer from 1989-1993 at the factory in Fremont, CA.
I was a PCB designer/engineer and have always promoted their products. To me, Steve Jobs, was a God. Then, to have this happen is a real letdown or reality check, I'm not sure which.

User avatar
Stephen Hart
Forum Member - Level 5
Forum Member - Level 5
Posts: 3043
Joined: Thu Apr 07, 2011 10:09 am

Re: I'm in MAC Hell!

Post by Stephen Hart » Wed Jul 11, 2012 7:24 am

If the phone isn't working, you could try Express Lane.

Though the waits have been long sometimes, I've never had a problem reaching AppleCare. And yes, I know there is a Customer Relations. I got a new Mac G5 replaced once by that office.

I don't understand how a functioning Time Machine backup wouldn't contain all of your data and settings. That's why I asked what steps you had taken. I suspect all your data is there.

What you're seeing above is the use of the Quote button on the bottom left. You can also edit a quote, so it shows only what you want.

Remember, Apple sells millions of Macs. They can't all be perfect.
Attachments
quotebutton.jpg
quotebutton.jpg (6.9 KiB) Viewed 1189 times
"Design is not just what it looks like and feels like. Design is how it works."
Steve Jobs

Post Reply

Who is online

Users browsing this forum: No registered users and 1 guest