Quote:
Originally Posted by
esimonson718
Just got back from the apple store. Horrible. What a mess. The apple care rep was great and called the apple store and gave them all the info and let them know I was coming so I could quickly swap out my imac.
They gave me real trouble. My imac was purchased from B&H, an authorized apple retailer. The configuration on the model was not stock so the apple store would not let me exchange it. The best they could do was order exactly the same configuration for me from apple and have me wait 7-10 days to receive a new one. They couldn't return/exchange in store because the "genius" said there was no way to get it into their inventory since they don't stock that exact configuration.
Well, after hrs of tech support and $50 round trip cab ride it looks like I'll need to have apple contact b&h and convince them to let me swap it rather than ship it to apple myself and wait 7-10 days.
The apple rep was great though and filed all of this with consumer care and they are reimbursing me for all of the trouble. Too bad the geniuses at the retail store can't get it together.
Anyway, almost positive this is imac hardware related, could be fusion drive or it could be that this custom configuration was not put together properly. I'm going to order the stock 3.4ghz with 1TB 7200 rpm drive. Will let you know how it all works out.
Making a note to stay away from anything labelled fusion or a custom imac build from apple.
Phone support and the Apple store are completely different divisions and phone support can tell you whatever the hell they like because they don't actually have to follow policy in the real world and often they have no idea what actual store policy is.
I'll bet the phone guy never called the store. He created an incident for the SN of your unit and logged the details of your conversation. Next, he put you on hold and went to the public Apple store website and booked an appointment for you.
Also, this is why you don't buy Apple products from 3rd party retailers. You buy elsewhere and try to make an exchange at the Apple store, no dice. Take it up with B&H. If you had bought direct from Apple you would have walked out with another Mac this afternoon.
And of course the poor guy who waited on you this afternoon is a complete moron for following corporate policy and keeping his job. It's never the fault of the user who didn't bother to learn about the return policy of a $1,200+ unit before he whipped out his credit card.
Source: ex apple portables, network, and education support