Fil-mac
Level 1 (13 points)
Desktops

Q: Apple's policy on iMac replacement

Hello forum.

 

I own a 27inch 5k retina display iMac since January 2016

and from the first week i've been experiencing Kernel Panic black screens, restarts and lots of application and login-screen crashes.

 

Contacting Apple Support Line i was advised to submit the iMac to the apple service for some tests so they can find the origin of this unusual and serious problem.

I left my iMac at the apple service store and a week later (easter holidays coincided) i was informed to pick it up with no hardware error or any other bad outcome.

According to the apple service the machine had no hardware problems and the issue was supposed to be in the software.

 

So far so good you may say!

 

BUT once i picked it up and turned it on, the Fusion Hard drive was defective!! I could no longer load El Capitan because the fusion drive was not working!!

Restarting in Recovery mode (command +R) and running First Aid for the fusion drive the process was failing since the hard drive was corrupted.

 

IMG_0518.jpg

 

So im guessing apple service damaged the fusion drive.

 

Contacting Apple support through email, i was once more advised to send the iMac for service since there was nothing else i could do.

 

And so i did but in a different town many many many kilometers away since i lost confidence in the first apple service.

 

At the moment im waiting for them to aknowledge the defection...

 

BUT that was originated by their mistake and I DO NOT wish to receive a repaired iMac by a problem caused by the apple service.

I would prefer a brand new iMac replacement.

 

What is the apple policy for imac replacements for my case since i bought the iMac in Germany and Iam in Greece now?

 

According to Apple's premium reseller in Greece it is not possible to replace the, defective by them, iMac and honestly im considering taking legal actions to any possible direction and level if I will be given back a repaired iMac which it didn't work well from day one and i had to waste money and time from work traveling back and forth for a problem they caused.

 

I have all the official papers from the service and proof to support my case but i believe in Apple's professionalism and that thing's wont go that far.

 

Looking forward to your reply

Thank you

iMac with Retina 5K display, OS X El Capitan (10.11.4), currently defected by apple

Posted on May 10, 2016 8:39 AM

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Fil-mac

Q: Apple's policy on iMac replacement

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  • Helpful answers

  • by Limnos,

    Limnos Limnos May 10, 2016 8:47 AM in response to Fil-mac
    Level 9 (54,642 points)
    Mac OS X
    May 10, 2016 8:47 AM in response to Fil-mac

    http://www.apple.com/legal/warranty/products/mac-english.html - "Following warranty service your Apple Product or a replacement product will be returned to you".  It sounds to me like it is up to them.

     

    Apple does not respond on this forum, only other users like you.

  • by Fil-mac,

    Fil-mac Fil-mac May 10, 2016 8:59 AM in response to Limnos
    Level 1 (13 points)
    Desktops
    May 10, 2016 8:59 AM in response to Limnos

    "Following warranty service your Apple Product or a replacement product will be returned to you as your Apple Product was configured when originally purchased, subject to applicable updates."

     

    nothing of which happened!

    All i got was a non functional expensive piece of aluminium.

    They broke their promised warranty...

  • by Baby Boomer (USofA),Helpful

    Baby Boomer (USofA) Baby Boomer (USofA) May 10, 2016 3:04 PM in response to Fil-mac
    Level 9 (57,660 points)
    May 10, 2016 3:04 PM in response to Fil-mac

    Check to see if the following link applies to you:

    EU-wide Consumer Laws

     

     

    If the above does not apply suggest that you call Apple Customer Relations in the country you currently reside in.  You may need to go through Apple tech support to get to ACR.  If so, tell them politely & firmly that you want to be transferred to ACR.  Tell them exactly what you stated in your original posting.  See what they can do for you.


    Another alternative:

    Call ACR in the US at  1-800-275-2273.  Ask them for the phone # of their office(s) in the country you currently reside in.





    GOOD LUCK!

     

     

     

     

     

     

     

     

     

     

     

     

     

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  • by Fil-mac,

    Fil-mac Fil-mac May 10, 2016 2:26 PM in response to Baby Boomer (USofA)
    Level 1 (13 points)
    Desktops
    May 10, 2016 2:26 PM in response to Baby Boomer (USofA)

    thank you for your reply.

    The link you supplied it applies 100% to my case since the product was purchased in Germany and Iam residing in Greece.

    Therefore the section "Repair or replacement outside country of purchase" under "Apple One-Year Limited Warranty" "yes" applies as well.

     

    About the ACR number you mention...

    I think you mean the Apple customer service line (Contact Apple for support and service - Apple Support)

    yes i have been in contact with them and there is an open ticket for my case since day one but unfortunately they havent replied to my requests for replacement yet.

     

    I'll wait for a couple of days and then try the us number you supplied since there's no email of the us department for further info or complains.

     

    it's quite discomforting though...

  • by babowa,

    babowa babowa May 10, 2016 4:24 PM in response to Fil-mac
    Level 7 (32,357 points)
    iPad
    May 10, 2016 4:24 PM in response to Fil-mac

    When I encountered a problem, the unwritten rule was that they will try to repair three times for the same problem; after that, you may try to ask for a replacement. However, they are under no obligation to do so as long as they can repair it (and, the law here does not stipulate how many attempted repairs must be done). I do not know how the European laws differ from the US laws. It took me 6 months of back and forth with a Macbook (covered under the extended Applecare plan) which spent more time en route and at the repair facility than here and, literally, they finally agreed to replace it one week before the Applecare was about to expire. They gave me a current brand new Macbook Pro.

  • by Baby Boomer (USofA),

    Baby Boomer (USofA) Baby Boomer (USofA) May 10, 2016 4:29 PM in response to Fil-mac
    Level 9 (57,660 points)
    May 10, 2016 4:29 PM in response to Fil-mac

    About the ACR number you mention...

    I think you mean the Apple customer service line (Contact Apple for support and service - Apple Support)

    Apple Customer Relations is NOT tech support.  ACR attempts to resolve customer grievancies.  Usually w/a happy ending.

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

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  • by Fil-mac,

    Fil-mac Fil-mac May 11, 2016 4:44 AM in response to Baby Boomer (USofA)
    Level 1 (13 points)
    Desktops
    May 11, 2016 4:44 AM in response to Baby Boomer (USofA)

    babowa: im currently on service no2... hope i don't need no3 for replacement. Im already expecting for the worse...

     

    baby boomer: no idea there was an Apple Customer Relations department line. If things get worse i'll contact the USA line and ask for the Apple Customer Relation in Greece (hopefully the usa number is accessable from abroad)