Sunday, July 31, 2011

Boise MacLife, A Summary of Events

Arthur brings in iMac on 07-15-11

Intermittent display issues and the computer gets hotter, faster.
Sometimes the display freezes and won't come back up after more than one reboot.

Arthur is told by the MacLife Technician that it could be the Screen, Logic Board, Video Card or a combination.

Arthur returns on 07-20-11 (3 Business Days Later)

During that time the Technician has installed a new screen and is confident that this will correct all the issues. Arthur is skeptical, still believing that the Logic Board and/or video card are somehow involve and relates those concerns. Also, Arthur did not approve the repair, only the diagnostic work to determine what repair should be required. The Technician offers to put Arthur's screen back in, no harm done, if he doesn't want it.

The Technician says that he’s had the new screen in a couple of days and that he’s run my iMac without any problems.

Arthur and the Technician discuss the cost of a logic board noting that if that were required, it would be nearly $1100 to fix. That being put into context, Arthur agrees to take the iMac and try it out on the condition that he be given a refund and his old screen back if the repair does not fix all the issues.

Arthur takes the iMac home and discovers that it has dead pixels but that it fixes some of the heat and display issues. Freezing and start up failure issues persist in the wake of the repair. Arthur takes some time to troubleshoot on his own before giving up and returning the iMac to MacLife.

Arthur returns on 07-26-11 (4 Business Days Later)

The Technician was wrong in their diagnosis relative to the screen. The iMac is still having issues. After a freeze it needed to be unplugged for several minutes before it would come come back up again. Virtually same problem as before.

Arthur asks that the Technician do as he agreed, refunding his money and reinstalling the screen. The Technician says that he will "try" to find the old screen and refund Arthur's money. Not understanding the Technician's apprehension he asks him some questions. Apparently Arthur’s screen was sent back to Apple. Arthur is baffled, but assumes that they will honor their agreement and give him his iMac back whole and his money.

Not having received a call, Arthur returns on 07-30-11 (3 Business Days Later)

The iMac is not fixed.

Arthur questions the Technician and Maclife Staff discovering that the screen was an exchange part, as opposed to a stock item, and that his screen had to be returned to Apple within two days receiving the replacement. Apple will not return said part, the Technician says it’s already left their warehouse on it’s way to limbo.

The Technician contacts the owner while Arthur waits.

Arthur discovers that the owner is willing to give him his iMac back, without a screen, and $375 of the $500 paid originally. This essentially deprives Arthur of $125 and a $500 part on an iMac that was mostly functional and now useless.

The Technician states that he will attempt to call Apple on monday to see if they will refund the money for the screen, resulting in a larger refund but still no screen in the iMac. Arthur is angry beyond the point of being rational and departs to spend a day in contemplation.

Arthur returns to MacLife on August 1st, 2011. Stay Tuned.

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