HT203787: iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program

Learn about iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program
hmkite

Q: Why is customer service regarding this issue so poor?

I have one of the models affected and have brought it to Genius Bar FOUR times. The repair would have been free, but I was not contacted by apple regarding the potential problem, a month later my computer started experiencing issues and after four trips to Genius Bar and a new hard drive, the problem still is not fixed. This is poor customer service on behalf of apple and I feel like they should show they value the consumer a little more by being proactive about possible issues with the iMac rather than having owners fund the problem after the repair offer is expired. Now I just want to recycle my Mac and go with a PC.

iMac (27-inch Mid 2011), null

Posted on Jul 10, 2016 2:49 PM

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Q: Why is customer service regarding this issue so poor?

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  • by babowa,

    babowa babowa Jul 10, 2016 3:58 PM in response to hmkite
    Level 7 (31,893 points)
    iPad
    Jul 10, 2016 3:58 PM in response to hmkite

    Sorry hearing about your problem. Unfortunately, you are not addressing Apple here - these are user to user forums and, as such, we cannot help with your problem. I don't know of any instance where Apple contacted customers (and not every other company does) - they publish the replacement programs on the website - here is a link to the general support page with the programs listed towards the bottom:

     

    Official Apple Support

     

    I've always taken it upon myself to check things occasionally.

  • by hmkite,

    hmkite hmkite Jul 10, 2016 4:19 PM in response to babowa
    Level 1 (4 points)
    Desktops
    Jul 10, 2016 4:19 PM in response to babowa

    It was my first Mac so I didn't know to check the support, but thanks for letting me know. I'm glad to say that after going four times they decided to assist me with the repair. I was upset that the customer service was so poor, but it just took getting the right person and they did the right thin. Thanks for letting me know about the support boards.

  • by babowa,

    babowa babowa Jul 10, 2016 4:25 PM in response to hmkite
    Level 7 (31,893 points)
    iPad
    Jul 10, 2016 4:25 PM in response to hmkite

    I'm glad to hear it!