9 Replies Latest reply: Dec 2, 2010 9:57 AM by R C-R
sadtraxx Level 1 Level 1 (0 points)
Hi guys,

I recently took my computer in to an authorised repairer (MyMac Flinders St., Melbourne Australia) to get my LCD screen replaced under warranty, as it had developed a yellow line running down the right hand side of the screen. Whilst it was in the shop I decided to have a new 1TB hard drive put in, and get the OS updated to Snow Leopard (they loaded it up, I did not get install disc). Since then, I have had massive problems with my computer. The computer sometimes would not turn on, turn off, or simply freeze. I took the computer back in and was told it was a software issue, so they did a format reinstall, and told me the problem was fixed. Within hours of getting the computer home, the same problem occurred. I took it back, was told the same thing, and with the same end result (computer not working). I then took it into the Apple store in Chadstone Melbourne, and was told it was the hard drive that was at fault, and not the software at all. I then tried to get the hard drive replaced through MyMac Flinders St., as I now thought it might be the hard drive that was the problem, and with great reluctance and many minutes on the phone they finally agreed. I had big problems getting this agreed to, because my computer was now out of warranty. So, I guess this is a two part question:

1. I've got the computer back now, with the new hard drive, and it seemed to be working fine, but i've since discovered my phone was not syncing up correctly, and was told by Apple support to check my iSync.. to which I was greeted with the error message "iSync can't be launched iSync Manager not available" to which Apple support gave me a step by step instruction download to fix:

In the Finder, choose Utilities from the Go menu.
Open Terminal.
In the Terminal window that opens, type or paste the following command on a single line:
/System/Library/Frameworks/SyncServices.framework/Versions/A/Resources/resetsync .pl full
Press Return.
When the operation is complete quit Terminal

The only problem being.. the Apple Terminal was missing. The program logo was there, but unable to launch. I figure my best bet will be to do a reinstall of Snow Leopard, but I am unsure of how to do this without the physical install disc. I have a backup on an external hard drive.

2. With my computer being now out of AppleCare warranty, I would like to know my options if this problem is unfixable, as my computer was fine before I took it into the authorised repairer, and also in warranty. I don't think I should wear the financial costs of replacing this computer.

Your help would be greatly appreciated.

Steve

2 GHz Intel Core Duo iMac 17in, Mac OS X (10.6.5)
  • thomas_r. Level 7 Level 7 (30,460 points)
    If that repair shop installed Snow Leopard for you, but didn't give you the disk, they did no favors for anyone. You're left with no way to reinstall Snow Leopard and they have committed software piracy (and should probably be reported to Apple). Ultimately, there is no way for you to reinstall Snow Leopard without a Snow Leopard disk, which costs $29 US (dunno what it will be in Australia). If they charged you for the upgrade, they cheated you.

    As to the rest of your problems, I'd consider running [Apple Hardware Test|http://support.apple.com/kb/HT1509]. I wouldn't trust that repair shop to do the job right, based on the way they handled your "upgrade" to Snow Leopard. You may still have lingering hardware problems.
  • sadtraxx Level 1 Level 1 (0 points)
    Hi Thomas thanks for your help.

    I assumed it was normal to load up an OS without giving the disk.. Are you 100% sure they have acted outside the law here? I just wouldn't think they run the risk of jeopardising their Apple license to make a few sneaky dollars..

    Oh, and that link you sent for AHT.. It's telling me I'd have to have the install disk to run the hardware test. Is there a way to do it without the disk? If so I'd appreciate a rundown
  • thomas_r. Level 7 Level 7 (30,460 points)
    I assumed it was normal to load up an OS without giving the disk..


    Absolutely not.

    Are you 100% sure they have acted outside the law here?


    If you are absolutely sure that they didn't give you a disk, then yes, what they have done is essentially software piracy. Of course, it could simply be construed as a mistake. It is not unusual, however careless it might be, for repair folks to assume you were running SL when they reinstall your system.

    However, if you specifically asked them to upgrade you to SL, as it sounds like you did, and they charged you a fee for that upgrade but didn't give you a disk, then that's theft pure and simple.

    Oh, and that link you sent for AHT.. It's telling me I'd have to have the install disk to run the hardware test. Is there a way to do it without the disk?


    It requires one of the gray disks that shipped with your machine, not the retail SL disk that you don't have. If you have misplaced those disks, then you're a bit hosed... Apple will replace the gray disks for a small fee, and that's the only way you're going to get AHT.

    Newer machines apparently have a small hidden partition with the AHT boot system on it, but if your machine didn't ship with SL, I don't think it'll be one of those.
  • R C-R Level 6 Level 6 (16,690 points)
    Thomas A Reed wrote:
    Newer machines apparently have a small hidden partition with the AHT boot system on it, but if your machine didn't ship with SL, I don't think it'll be one of those.


    All iMac models starting with the Mid 2007 one do come with AHT on a hidden partition; however, if the HD is erased or replaced the only way I know to restore that partition is to use the System Restore feature that is included with the original (grey) system disc #1.

    See Apple Hardware Test: iMac (Mid 2007) and later models for the details.
  • thomas_r. Level 7 Level 7 (30,460 points)
    All iMac models starting with the Mid 2007 one do come with AHT on a hidden partition


    Really? I wasn't aware they started that so long ago! Thanks for the clarification.

    Of course, since sadtraxx mentioned he's had the hard drive replaced, which I forgot when I mentioned this, he won't have that partition anyway.
  • a brody Level 9 Level 9 (64,780 points)
    If you suspect the shop committed piracy intentionally, email piracy@apple.com.
    Call them first and let them know what you had on your machine originally, and give them a change to give you the Snow Leopard they used as, part of their deal. If it is not an official disc, by all means report them to piracy.
    If you lack the hardware test, Applecare can send you the original discs at a fee.
  • mattbos9 Level 1 Level 1 (0 points)
    I confirmed with Apple that my iMac is having "kernel panic" and needs to have Snow Leopard reinstalled. However, I installed it originally from a family pack upgrade disc which I don't have anymore. Will it be ok if I buy a new Snow Leopard disc and install from that?

    thanks for your help
  • a brody Level 9 Level 9 (64,780 points)
    Yes. If it was able to successfully install a family pack install, you can install from a current $29.95 one for that one machine again.

    I recommend for all other Macs to at least keep clone backups in case something wrong happens*:

    http://www.macmaps.com/backup.html

    If not repurchase the Family pack installer.

    - * Links to my pages may give me compensation.
  • R C-R Level 6 Level 6 (16,690 points)
    Will it be ok if I buy a new Snow Leopard disc and install from that?


    Yes.