1 2 Previous Next 17 Replies Latest reply: May 28, 2012 8:59 PM by BDAqua
mikeg35 Level 1 Level 1 (10 points)

I have a 2011 Mac mini that is less then 5 months old and today it made a loud pop when I turned it on and nothing came on the screen it stays black and no startup chime. I called apple and they told me the closest apple store to me is almost 140 miles from my home and Refused to let me ship it to them to be replaced under warranty. I was told I had to make the trip across state to get my new Mac fixed.

 

This will prob be my last apple product I can't tell you how upset I am that I can't RMA this and now have to drive over a hundred miles

This is not the apple I once knew.


Mac mini, Mac OS X (10.7), 2.5GHz Mac mini HD 6630m
  • 1. Re: Worst experience ever with apple support
    Linc Davis Level 10 Level 10 (117,980 points)

    You don't necessarily have to go to Apple for warranty service. Any authorized service provider can do it. There may be one closer than the Apple Store, or you may be able to ship to one.

  • 2. Re: Worst experience ever with apple support
    mikeg35 Level 1 Level 1 (10 points)

    The closest repair center is 100 miles away and the closest apple store is 140 miles

    I don't understand why I just ship it back to apple like every other product I have ever bought.

     

    I think I may to call back and speak to someone else .

    I'm trying to get in touch with the BBB now

  • 3. Re: Worst experience ever with apple support
    Rysz Level 5 Level 5 (4,275 points)

    Yes, maybe you just spoke to the wrong rep. Anyway, the way to proceed is to read the warranty card that came with the unit. That's it.

  • 4. Re: Worst experience ever with apple support
    Linc Davis Level 10 Level 10 (117,980 points)

    I think that if you pay for a phone support incident and they determine that you need warranty service, they will ship you a box. I don't know what it costs, but it's a lot less than driving 200 miles, and they may pay for the shipping both ways.

  • 5. Re: Worst experience ever with apple support
    BGreg Level 6 Level 6 (17,500 points)

    Before something gets out of joint, read your warranty. There are two types of service applicable to your situation, which are in-store or mail in. For mail in, it says "(ii) Mail-in service. If Apple determines that your Apple Product is eligible for mail-in service ...".  I don't know what does or doesn't qualify for mail-in service, so if you call back, that's the question to ask. If the mini doesn't qualify for mail-in service, then you need to return it to an Apple Authorized Service provider or an Apple store for warranty service.

     

    The online warranty is located at http://images.apple.com/legal/warranty/docs/cpuwarranty.pdf

  • 6. Re: Worst experience ever with apple support
    mikeg35 Level 1 Level 1 (10 points)

    I was told on the phone by a senior tech advisor that you can not ship / send in any apple computer other then mobile laptops. And that the absolute only way to get my Mac fixed under Warrenty only 4 months old was to drive to the closest repair center that is 100 miles from me.

     

    I am going to get it fixed and sell it this is unexceptable way to demand a customer to drive across state to get a product fixed.

     

    I would rather buy a PC after this . This way I know if it breaks I can send it in to get fixed or replaced.

     

    I am at a loss for words how much this has

    Changed my mind about apple.

  • 7. Re: Worst experience ever with apple support
    BGreg Level 6 Level 6 (17,500 points)

    to drive to the closest repair center that is 100 miles from me.

     

    If you don't mind, what city, state do you live in?

  • 8. Re: Worst experience ever with apple support
    mikeg35 Level 1 Level 1 (10 points)

    I live in ocean city Maryland

  • 9. Re: Worst experience ever with apple support
    BGreg Level 6 Level 6 (17,500 points)

    Just trying to see if there's anythying closer for you.  The closest Apple Authorized Service Provider is ~73 miles away in Dover, DE, which, according to Google maps, is around  a 1.5 hour drive.  The closest Apple store is ~ 115 miles away in Annapolis, MD.

  • 10. Re: Worst experience ever with apple support
    Peggy Lynn Level 4 Level 4 (2,470 points)

    I've used IResQ's mail in service for an AppleCare replacement hard drive for one of my Minis. The work was done correctly and on time. You have to pay for shipping both ways but if you can't find an authorized repair facility closer to you it may be cheaper than taking it in if you count anything for your time.

     

    The AppleCare rep I spoke to put in a suggestion for me requesting that Apple change their policy to allow Mac Mini's to qualify for mail-in repair. The current policy seems rather silly to me.

  • 11. Re: Worst experience ever with apple support
    5d Mark III User :-( Level 1 Level 1 (0 points)

    This takes the cake. Apple - you need to listen to this feedback.

     

    I sent my iphone 4 for repair May 14th. Missed Fedex delivery and just picked my phone up from the Fedex disty center. Got home, opened the box and found my paperwork and diagnosis (we'll get to that later). Upon opening the shipping box and the SEALED white foam package my phone was in, I took out my phone. The first thing I noticed was a black piece of metal about 5 mils by about 3 miles with a screw hole in it. I didn't think anything of it. I took my phone out, turned it one and was surprised to see that my phone's software and apps, email, etc was restored (I wpped before I sent it in). I thought that was cool! Next I noticed the bottom where the sync cable connects and saw that both screws were unscrewed by about a mil or two. Next I noticed my back case was loose.

     

    Apple. This is so unacceptable and I am very disappointed as a consumer, a devoted Apple fan, etc., etc. Words cannot describe how upset I am. The situation was somewhat rememdied after an hour and two advisors later. My experience was similar to a Tier II location outside of Apple. Zac was helpful but having been read a "scripted" response was further dissappointing. This bigger picture is your repair service. I sent my phone to the Elk Grove location. To think you technician didn't even put my phone back together the way I sent it in 4 DAYS PRIOR is completely inexcusable. Back to the diagnosis...I sent it in because after the recent software update I couldn't connect to data unless I performed a reset (home + sleep bottom until logo comes up) and after repeated wipes and reset/install/battery drain/recharge cycles. To hear the diagnosis was can't be fixed due to moisture and/or accidental damage, further ****** me off. I can't tell you how much I baby this phone and you are telling me there is moisture damage??? So do the sensors change colors if you are exposed to humidity over 50%??? I live in the desert and call BS.

     

    And now, your technicians can't even put my phone back together the way I sent it in...COME ON! They ship it back with it unscrewed and parts fall out? COME ON! What kind of outfit are you operating in Elk Grove??? You should be ashamed and disgusted yourselves on this kind of customer experience. Which by the way is my first experience after 3 Macbook's, 3 ipods, 2 iphones, Mac Mini, Cinema Displays....I am so dissappointed in you.

     

    PS: The situation has been remedied with a free iphone replacement, yet to be carried out at an Apple Store 200 miles away from me, which I have to drive to, since you cannot get me a replacement phone fast enough since I am leaving on business travel.

     

    DISGUSTED....YOU HAVE BIGGER ISSUES THAT NEED RESOLVING FOR YOUR TRUE CUSTOMERS

     

    APPLE - if you want pics, serial numbers, etc, reply to this post. I have them. I am not just "an agry customer bent on getting free material from Apple"...

  • 12. Re: Worst experience ever with apple support
    BGreg Level 6 Level 6 (17,500 points)

    This is a user-to-user discussion forum. It's not an avenue to communicate to Apple as the posts are not monitored by Apple. Instead, you might try http://www.apple.com/feedback/iphone.html

  • 13. Re: Worst experience ever with apple support
    Rysz Level 5 Level 5 (4,275 points)

    People make mistakes. Like you just did by coming to the wrong place to pontificate and not even reading what this forum is for, who reads it and that the terms of use make it clear that venting is not allowed here.

     

    Someone at Apple made an error. When you pointed it out, Apple made it right. Get over youreself.

  • 14. Re: Worst experience ever with apple support
    5d Mark III User :-( Level 1 Level 1 (0 points)

    Thanks. I appreciate it. I made a mistake by coming to the wrong forum and venting before reading. BGreg was kind enough to point this out and provide a suggestion.

     

    BTW - you should read before you pontificate yourself and you would have noticed it is yet to be resolved.

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