demmz11
Level 1 (4 points)
Desktops

Q: imac 27 late 2012 3tb fusion drive problem

Hello,

My name is Dmitriy. Im from Russia. I have been using the apple devices for a long time and was absolutely happy with them, but the other day I had a problem with my imac27 late 2012 model serial number D25LD0BLDNMP

My 3tb fusion drive suddenly stopped working. I was really upset, but fortunately I have backup of my info on time capsule.

Today I’ve  found in google that Apple have replacement program for these 3tb hdd.

https://www.apple.com/support/imac-harddrive-3tb/

I checked my serial number and got the confirmation that my imac is with the defective hdd. I called to the Apple Russia service and they said that this replacement campaign ended a month ago and they couldn’t help me to solve my problem.

I paid a lot of money for my imac(here in Russia its very big money). I worked without any problems all the time and never knew that such issues could be with my imac. And of course I couldn’t know that there was such a replacement program from Apple.

And when the replacement campaign ended, in a month my fusion drive dead.

I know Apple takes care about the customers. I hope, you help me to solve this problem.

Best regards,

Dmitriy

Posted on Oct 21, 2016 4:07 AM

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demmz11

Q: imac 27 late 2012 3tb fusion drive problem

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  • by BDAqua,Helpful

    BDAqua BDAqua Oct 21, 2016 11:47 PM in response to demmz11
    Level 10 (123,880 points)
    Oct 21, 2016 11:47 PM in response to demmz11

    Hello Dmitriy,

     

    What if tech support won’t play ball? Your next step is to call technical support, or pretty much any Apple number, and ask for “Customer Relations.” That’s the magic phrasing that gets you talking with people who can override the decisions of any AASP. They’ll usually be the one to issue a CS code.

    When talking with Customer Relations, always be polite, fair and accommodating. These are human beings who will often rise or fall to the level of politeness and aggressiveness they receive. Having learned from others’ success with Customer Relations, it’s best to focus on the fact that you are a loyal Mac user. Briefly tell them about your love of all things Apple. Be enthusiastic and authentic.

    Next, tell them about your problem and your frustration that Apple didn’t cover it but you think they should. It may be that your Mac or iPod is just barely out of warranty, or maybe it’s been in for similar problems before and Apple didn’t fix it right the first time. Often it’s related to a known defect that Apple hasn’t quite admitted yet. Mention places you’ve read about others having the same problem you have.

  • by demmz11,

    demmz11 demmz11 Oct 21, 2016 7:40 PM in response to BDAqua
    Level 1 (4 points)
    Desktops
    Oct 21, 2016 7:40 PM in response to BDAqua

    Thank you BDAqua.

    Yesterday I had a chat with seniour Apple support(his name Chad), he said they can make one-time exception for me

    Im so glad to get such help. Thanks Apple !