Brian Sweeting

Well, I guess it had to happen sooner or later, but I am having a terrible experience with Apple right now. On May 12th, I came into work, pressed the power button on my 20″ G5 iMac and nothing happened, after having no luck trying possible solutions to the problem on Apple’s support website, I took the machine into a local authorized repair center (MacSomething). It turns out the Logic board had gone bad. To make matters worse, Apple switch suppliers of this part and it has been on back order for the last 4 weeks. MacSomething didn’t really have control over the situation as they are at the will of Apple to ship them the part, and they are given no ETA until the part actually ships.

On June 3, I called 1-800-SOS-APPLE and explained what was going on. The customer service rep was friendly and apologetic for the situation, but said all she could do was submit a BOSP (Back-Ordered Service Part) email and that I should check back on the 8th.

That is just ridiculous, I am the one who has been waiting 4 weeks for a part and I have to call them? That is terrible customer service. I can’t believe I’m having these problems. I’ve had a couple experiences with Apple support before regarding my PowerBook and an iPod, but those went so smooth, and I had no disruption in service. I would think that if Apple really wants to get more of a foothold in the business computing space they would take better care of their business customers.

Update:
I finally got the iMac back. When I called on the 8th, Apple said my part had shipped, and MacSomething had the machine fixed the same day they received the part.