defective mac: i have a Brand New iMac that is inoperable after 22 days of use... anyone else experience this?

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cedariusj Author

Level 1

8 points

defective mac: i have a Brand New iMac that is inoperable after 22 days of use... anyone else experience this?

2018 iMac

22 days old

OS 10.13.4

First, I want to say that this is my first Mac.

I would like to know about if there is anyone else with my same problem.

I have a brand new 2018 iMac, from the beginning I noticed that various things would freeze (programs, mouse, screens) but now after 22 days this $1600 super machine is inoperable

Apple needs to replace the faulty machine that I was sold with a new one

So, apart from the freezing now it won’t boot up ( to say it once more, 22 DAYS old)

I fear that there is a serious issue , my inexperience with Macs does not help me to diagnose the severity of the issue; this could be so much worse than what I thought.

Can anyone help?

Posted on Apr 12, 2018 7:03 AM

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Answer 1

macjack

Level 10

111,242 points

Apr 12, 2018 7:06 AM in response to cedariusj

Use your 90 days of free telephone support to contact Apple 1-800-MYAPPLE.

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Answer 2

dwb

Level 7

33,262 points

Apr 12, 2018 8:40 AM in response to cedariusj

There is no way to know if your problem is hardware or software related from here - and yes, it could easily be software related. We could walk you through the process to help determine that but it would be much more convenient for you to do that over the telephone with an Apple tech. That's why macjack suggested you call AppleCare.

If the tech determines it is hardware related or cannot come to a conclusion the next step would be making an appt at an Apple store or going to an Apple Authorized reseller. If it a hardware issue is determined, it will be repaired. Apple seldom replaces a computer on the first repair.

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Answer 3

macjack

Level 10

111,242 points

Apr 12, 2018 8:49 AM in response to cedariusj

There should be no charge to you since you are covered by the 1 year warranty. If you purchase AppleCare Plus you will be covered for an additional 2 years.

AppleCare+ for MacBook/MacBook Air - Apple

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Answer 4

dwb

Level 7

33,262 points

Apr 12, 2018 11:22 AM in response to cedariusj

As I said you don't know that it is hardware related or that it involves a major repair. We can't tell you anything more, not with the info you've given us. Call applecare.

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Answer 5

cedariusj Author

Level 1

8 points

Apr 12, 2018 7:21 AM in response to macjack

Thanks, I’m not too concerned with a refund but I do feel that a replacement is only right

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Answer 6

macjack

Level 10

111,242 points

Apr 12, 2018 7:23 AM in response to cedariusj

You're welcome, good luck.

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Answer 7

macjack

Level 10

111,242 points

Apr 12, 2018 7:14 AM in response to cedariusj

Yes, it may be. There is a 12 day window in which you can return a Mac for a full refund for any reason but you are unfortunately past that. It may be something simple in which case Apple can help you over the phone, or it may require service or replacement. I'd rather not try to troubleshoot it with you here, since you have the free Apple Support and you should open a ticket with them.

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