BGI541
Level 1 (8 points)
Desktops

Q: iMac 2015 5K

I have been a long time Apple user.  I have iMac's, iPads, iPhones and iPods.  Very well made products.  Unfortunately we bought a new 2015 iMac with 27" Retina 5K Display this last year.  I have had multiple problems with it since day 1.  It is slower than ****!  Our older 2009 iMac that I've used everyday and have accumulated endless files on is much faster and smoother and never freezes or shuts down unexpectedly like this new one.  Their are so many intermittent spinning wheels I have had to go back to my old 2009 iMac to be able to make my graphic design deadlines. 

I have talked to several individuals on the Apple Support team with no resolutions.  I've tried getting back to individuals on the support team with no luck.  They do not respond to my emails.  Finally, (against the advice of the Apple Tech's) I took the unit into an Apple repair store an hour away from my home.  They had it for a week and did multiple checks on it and said there is absolutely nothing wrong with the Hardware or Software. 

REALLY!!!! 

So this is how a $1700 computer is supposed to perform!!!  I asked if I could purchase more memory or something to make this thing perform like it should and they told me memory will not make any difference at all.  The current memory should be sufficient.  I agreed, my 2009 model has less and performs better!

Yesterday I finally had enough and called in again to talk to someone about a possible exchange for a later model that actually performs but they told us that we do not meet the criteria for a replacement.  He said he would talk to someone and get back to me in 15 minutes.  Never called back!

Freaking ridiculous the way they have given me the run around.  Waiting for my original 1 yr. warranty to run out. 

What really ****** me off is looking on these forums and others with all of the people with the same exact problems.  When they put their question up asking for a resolution Mac geeks get on here and beat them down.  They act as if we should expect to spend hours on the phone with technical support and running diagnostic checks because we are computer illiterate. 

I work with computers everyday.  I am not a computer whizz nor do I want to be.  But I do know a little something about how they are supposed to perform.  I got away from PC's years ago because of the lagging speed, freezing up, and unexpected shutdowns but if Apple is going to start updating themselves into the same, why stay with them?  It's definitely not going to be for their helpfulness and willingness to stand behind their products!

iMac with Retina 5K display

Posted on May 9, 2016 10:08 AM

Close
BGI541

Q: iMac 2015 5K

  • All replies
  • Helpful answers

  • by Mobile Blues,Helpful

    Mobile Blues Mobile Blues May 10, 2016 5:51 AM in response to BGI541
    Level 4 (1,966 points)
    Apple Music
    May 10, 2016 5:51 AM in response to BGI541

    I agree this is not normal. This is going to be a hassle but if you want it to run properly you need to do the following.

    Contact Apple Support using the following number:

    Contact Apple for support and service - Apple Support

    When you get a service technician on the phone tell him/her that you have contacted support on numerous previous occasions and the problem continues. Tell them you want to ESCALATE the service call and want to speak to a Supervisor. Stand your ground and insist on talking to a Supervisor. Most likely the Supervisor will call you back so make sure you get a Service call ID number. If he/she doesn't call you back wait a day and use that Service ID number and call them back. Be persistent, don't be rude just be firm and persistent. When you get a Supervisor tell them you do not have a Apple Store in your area and because of your ongoing problems you want to ship the iMac back for repair. Once again stand your ground until you get a Service Return Authorization and permission and address to ship the iMac back. It should come back just like new with all software erased and re-installed so copy any files that you need off of it before you send it back.

    Good Luck!

  • by BGI541,

    BGI541 BGI541 May 10, 2016 6:20 AM in response to Mobile Blues
    Level 1 (8 points)
    Desktops
    May 10, 2016 6:20 AM in response to Mobile Blues

    Thank you!  We spoke to what I was assuming was a supervisor a couple days ago and he was supposed to call back within 15 minutes but didn't.  We called him back yesterday but he did not pick up and after leaving a message, he still hasn't as of yet gotten back to me.  I really can't believe what I'm experiencing!  Usually successful companies like Apple are very easy to deal with.  Yet after looking at all of the lawsuits filed against them, I'm realizing that I'm probably stuck with the unit.  I will continue to push as politely as I can and may possibly file a lawsuit myself.  I have thousands of dollars tied up in the software and really do not want to reinvest in the PC's and the software I'm going to need.  I have never been one to just let things go so it will most likely end up in a class action lawsuit. 

    Thank you for the suggestion I will definately keep hammering.  Too much invested!