software? hardware? me v.s. Apple

[tedwca]

I bet if I had a software and hardware guy in the same room they could figure it out and convince me so that I would feel comfortable keeping and using the computer.

It's not a hardware vs. software guy thing. They are trained for both, but need to isolate the issue to hardware by eliminating the possibility of software causing the issue. It can be frustrating to eliminate one or the other, but it has to be done. If it ends up being software/content related a new computer is not going to help, but it should not have taken 7 calls and a few trips to the store to resolve.:grumpy:

 

[annr]

A general round of applause. All of this back and forth cleared my head.

I called the local Apple Store and the manager happened to answer the phone. Without hesitation he told me to bring the computer back. "Even a 2+ year old computer should not act that way". This was the first thing I agreed with.

He asked if I had brought it in to the repair section, etc. After I mentioned the genius bar and the 7 phone calls he didn't even attempt to give me trouble, just wanted to make sure that I don't have anything on the computer. I don't, thanks to the most recent erasure.

I'm waiting for someone to help me pack it and soon I should have a new one! Keep your fingers crossed.

Thanks one and all. I'll let you guys know how it pans out and maybe this saga will help someone else.

 

[annr]

It's If it ends up being software/content related a new computer is not going to help, but it should not have taken 7 calls and a few trips to the store to resolve.:grumpy:

A new computer might not help???????

Software/content related? e.g.?

 

[Cougar Allen]

Yay!

I think it was a hardware problem and your new computer will be fine. Don't worry about it, just run it.

 

[Sid Post]

Bad hard drive? Bad memory? Something else?

You shouldn't have to fix it with a brand new computer purchased at retail.

It took me 4 hours to return a defective monitor at Best Buy once. They said I was not qualified to determine it was defective even though the power cord in the back of the case was broken and the screen was unreadable. After 2 hours listening to someone argue about a cell phone purchase in another state I was handed off to their techs. Two hours later they agreed it was defective and offered me a new one. I was livid at the 4+ hour wait and insisted on a refund. I finally got my money back and ordered a new one from Newegg.com

Apple should make this right.

 

[annr]

You shouldn't have to fix it with a brand new computer purchased at retail.

Apple should make this right.

I heartily agree with both points. This was not a fixer-upper. Sounds like you missed my post a few posts back: Apple swapped computers with me yesterday and couldn't have been nicer about it. They even gave me a free printer.

I think that it was partially a case of getting the right person at the right time. I could just tell over the phone that this particular manager wasn't going to give me any trouble. I packed that sucker and motored on over there before his shift ended. Whew!

Maybe Apple reads bladeforums?

And thanks Couger.

 

[tedwca]

Maybe Apple reads bladeforums?

Glad to hear you got it resolved. I can gurantee there are people from Apple that read these forums. After all it's the biggest knife forum in the world. The are probably even Windows employees here too.

 

[SharpByCoop]

Apple swapped computers with me yesterday and couldn't have been nicer about it. They even gave me a free printer.

I think that it was partially a case of getting the right person at the right time. I could just tell over the phone that this particular manager wasn't going to give me any trouble. I packed that sucker and motored on over there before his shift ended. Whew!

I'd been reading this thread in disbelief. I would have blown a gasket in the Apple Store after round 2. Much less round 6....

Congrats on a Customer Service minded manager. Yikes!

Good for you.

Coop