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Applecare - Solving intermittent problems

212 Views 2 Replies Latest reply: May 1, 2013 2:10 PM by baltwo RSS
Timothy Arends1 Level 2 Level 2 (290 points)
Currently Being Moderated
May 1, 2013 1:42 PM

My year and a half old 27 inch iMac has developed an intermittent problem. In the middle of my using it, the screen will suddenly go black.

 

This happens regardless of the sleep settings and the computer is not really asleep when it happens. Any sound that the Mac is playing continues to play and if I put my ear up against the machine, I can hear the hard drive and/or internal fans spinning. But the screen remains black no matter how much I click around.

 

The only way I can get the picture back is to press the power button to put the computer to sleep, wait a few seconds, and then wake it back up again. Sometimes the problem will go away for a while and sometimes it will happen repeatedly, making it very difficult to get any work done.

 

I took the Mac into the nearest authorized service center (not an Apple Store) and they kept it for 24 hours, during which time they ran diagnostics software on it and tried to see if they can reproduce the problem, but they couldn't.

 

When I came in to pick up the computer, they told me if I brought it in again and they weren't able to reproduce the problem, they would have to charge me $50, because Apple doesn't compensate them for work that is not performed. They said that, although this policy is sometimes waived, that this is true even at an Apple Store.

 

Is this really true? If so, I'm wondering how one can get an intermittent problem solved? The reason I bought AppleCare was to avoid problems like this. How about if I brought my Mac into an Apple Store and I left it there for a week to give them plenty of time to reproduce the problem?

iMac, Mac OS X (10.7.2)
  • varjak paw Level 10 Level 10 (167,155 points)
    Currently Being Moderated
    May 1, 2013 1:58 PM (in response to Timothy Arends1)

    It's not true for an Apple Store, no, not if the system is under warranty or under an AppleCare extended service contract. At least I've never heard of an Apple Store charging such a fee. To the best of my knowledge authorized service centers are indeed compensated by Apple only for fixing problems, not for diagnostics that turn up no fault, so a service center may charge a diagnostic fee for situations where they can't find a problem.

     

    Make an appointment at your local Apple Store and talk to them about the issue.

     

    Regards.

  • baltwo Level 9 Level 9 (59,150 points)
    Currently Being Moderated
    May 1, 2013 2:10 PM (in response to Timothy Arends1)

    Do note that since you have AppleCare's protection plan and if you're within 50 miles (80 KM) of an Apple repair station, you might be eligible for onsite repair since yours is a desktop machine (depends on where you're located—usually not a problem in the US).

    27" i7 iMac SL, Lion, OS X Mountain Lion (10.8.3), G4 450 MP w/Leopard, 9.2.2

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