Apple customer support problem 1st gen Time Capsule

Not sure there is any real point to this since Apple doesnt seem to really engage in these forums.  However, I recently had a 1st gen. Time Capsule die per the well-documented power supply failure problem.  After some prodding I was able to get Apple to replace the unit though it was a handful of days out of the replacement window.
Unfortunately the Apple  "genius" did not include my full business address on the shipping label and the unit has been in Fed-Ex limbo for nearly a week.  I have of course since provided Fed-Ex with the full address of my company office.  However, they will not revise the shipment info without Apple's authorization. I have left 4 voicemails for the Apple "genius" requesting they update my address so the unit can be delivered.  So far nothing, nada, zip... I'm glad my own staff are merely engineers, not geniuses.
To add massive insult to injury, today I received a reminder email from Apple that they have a $500 hold on my credit card and have not received the defective unit back.   Really? no sh*t!  I've not received the replacement unit or return label due to Apple's negligence...hello...welcome to automated email ****.  Of course, there is no reply address ANYWHERE to be found on Apple's website.
So, I'm sitting here with a dead network, $500 balloons on my credit card and no way to correct the delivery address on the replacement TC.
Hey Apple, ***? 
This is not the Apple I know and love.  If I wanted Dell quality service I'd have saved the money and bought a Dell.  I hope this is not the start of a long slow slide back into the Apple of the 1990s.

Agreed that an outright trainwreck such as this is atypical.  However, I am noticing an overall steady decline in customer service at the local Apple stores as well.  The "geniuses" at the Pleasanton Apple store are downright rude and unhelpful.  That is why I even bothered with phone support this time. 
I think the phone support attitude is what started me off on the wrong foot.  This unit has a well documented power supply defect for which Apple issued a TSB and even reimbursed people who had to replace the unit due to the power supply failure.  When mine failed, I was actually told by the front line genius - "well, it lasted 2 years, that's pretty good".   That is a Dell/Gateway/Compaq/General Motors attitude.   A $500 router should last more than 2 years.  Cisco enterprise level routers last forever.  Several years ago the white iMacs had a power supply problem.  Mine failed 4 years after purchase and Apple cheerfully fixed it without question or issue.  They had it back to me in less than a week.
My expectations for support are commensurate with the price of Apple's products.  It is a luxury high-end brand. For perspective: This router costs more than a complete Gateway desktop computer system. 
When you buy a BMW you expect a certain level of service, When you buy a GM expectations are lowered along with the price of entry. I don't expect to ever have to chase down keystone cop problems like this.  My time is far too valuable for that.  This is why I buy Apple computers and not Gateway computers.
Is it typical? maybe not.  Is it foreshadowing what is to come now that the company is back in the hands of the bean counters that nearly ran it into the ground last time?   Maybe.

Similar Messages

  • I have a 1st Gen Time Capsule 1tb. It turns on, boots up and turns green for 5-10 mins, but then turns solid orange and then blinks orange.  I have removed the hard drive and replaced the power supply . . . still the same problem.  Suggestions?

    I purchased a used 1st Gen Time Capsule with a 1 tb hard drive.
    When I plugged it in and did the initial setup, it worked fine, but gave me a hard drive error.  A few minutes later the green light turned solid orange, then blinking orange, then the status light went off.  The lights in back stayed on. 
    I removed the hard drive and rebooted, it turned green for 5-10 minutes then reverted back to a solid orange, blinking orange, then went off.
    Next I purchased a remanufactured internal power supply, and installed it (without the hard drive in).  It turned green almost immediately.  After about 15-20 minutes, I decided to try to install the hard drive again, booted it up, and tried to erase the hard drive with was working properly according to the software.  It stopped erasing the disc after about 20 minutes and turned solid orange again, then blinking, then no status light  (but back lights were still lit).
    I'm a bit flabbergasted at this point, any suggestions on what to do next?  I think i've pretty much replaced everything except the logic board, but can't seem to find any information on the symptoms of a logic board malfunction. 
    Thanks!!!!!!!

    A Gen3 is identical board to a Gen4 although they have some differences in firmware and wireless card was updated on every model.. but a Gen3 is substantially faster than Gen1, Gen2 which also have identical boards.
    You can with careful shopping get a Gen3 pretty cheap.
    Most use a delta power supply which I think is a lot better than the flextronics used in most Gen1/2
    You can sell back the parts to ebay.. people still would buy the power supply etc. Even just the case can be useful to a repairer.
    But if the board is gone.. it is hard to repair.. not impossible.. but hard.
    Gen 3 and Gen 4 are not without faults.
    See this page.
    https://sites.google.com/site/lapastenague/a-deconstruction-of-routers-and-modem s/apple-time-capsule-repair/new-issue-with-a1355-gen-3-tc
    I have fixed it a different way.. by using the small converters you can buy in bulk from ebay for $1 each.. KIS3R33 .. they produce 3.3V at 2A peaking at 3A.. amazing.. I keep using them to replace onboard power converters by removing the inductor and simply power directly.. the end result has worked great. You can simply change the resistors around and get any output from 1v to 20v depending on input.
    Is it worth doing it .. no of course not.. it will waste many more hours than $50 is worth.. but it is kind of fun that you can actually make things work again.
    Here is a pic of the Gen 3 totally powered by me. All onboard power removed.
    This was to track down the fault in the Gen3.. but I am kind of pleased that it ended up neat enough and reliable enough to work for more than a year.. the Gen3 still serves as a way to get Netflix via network for a friend running 24/7.
    The units supply (from left to right)
    1v, 1.1v, 3.3v, 5v, 1.8v
    It is feed by 12v supply which is also directly connected to the hard disk.
    So it is possible to fix.. !! Only got to be a bit crazy.

  • I have a 1st gen time capsule. can I view what devises are connected to my network? if so, how

    i have a 1st gen time capsule. can I view what devises are connected to my network? if so, how

    Open the airport utility.
    Click on manual setup.
    Click on advanced.
    Click on Logs and Statistics.
    Click on Wireless Clients
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  • Airplay pausing with 1st gen time capsule

    I'm using airplay to stream music from my MacBook Pro (mid 2010) to my apple TV and my stereo that's hooked up to an airport express. Airplay seems to stop and pause at random times (though according to iTunes, the music keeps playing). The streaming often, but not exlusively, stops when one of our computers is backing up to the time capsule.
    I use a first generation time capsule to create my wireless network and I exted the network with my airport express. iTunes 11 and all my device firmwares are up to date.
    Could my network settings on my time capsule cause the issue? Is the first gen time capsule simply too slow to create a fast enough network that can support airplay?

    Thank you Sheila!
    I read and implimented all the information in the links you posted. Unfortunately, it didn't solve my issue.
    I used all the recomended setting for my Wi-Fi and even switched my wi-fi to use 5Ghz 802.11n. I also set my AirPort Express to join the network created by the time capsule instead of extending it. These two changes helped somewhat. All of the erratic unpredictable pauses in airplay were gone. After these changes, the only things that caused airplay pauses were Time Machine backups to the Time Capsule (on an external HD connected to the Time Capsule), and when I start up the AirPort Utility and it scannes my network.
    Since then, I've bought another AirPort Express to send Airplay music to my living room stereo. To solve the Airplay issues I decided to have this AirPort Express create my Wi-Fi Network instead of the Time Capsule. This gave me a dual band Wi-Fi. I turned off the networking feature of the Time Capsule and connected it to the AirPort Express creating the wireless network using an ethernet cable. I also renamed my Time Capsule and it's HDs to names without spaces (as suggested by a few other posts).
    Even after all of these modifications, airplay still skips every time a computer tries to backup to the Time Capsule as well as when the AirPort Utility is scanning the devices on the network. If I disconnect the Time Capsule I can go full days without a single airplay skip, but the minute I reconnect it and a backup occurs airplay just starts skipping like a bad record.
    Why are backups to my Time Capsule causing airplay pauses? Would this also happen with a more recent Time Capsule model (I have a first generation model)? Is a new AirPort Express powerfull enough to create a home network capable of Airplay? Could the problem be due to the fact that the backup is done on an external HD attached to the Time Capsule?
    Any help would be greatly appreciated!
    Thanks,
    Mathieu

  • 1st Gen Time Capsule thrashing modem

    Hi,
    I've got a 1st Generation Time Capsule with version 7.6 software, which was a replacement for one of the faulty ones a year or so back.  This one work fine for about a week, then appears to start polling (thrashing?) the modem, where the modem seems to show constant activity and the Time Capsule gives no internet connection.  After resetting the Time Capsule I get the internet connection back.  Anyone got any ideas what might be causing this?
    I know the Time Capsule is the problem; I ran an AirPort Express for a month with no problems.  The issue came back when using the Time Capsule again.
    The ADSL modem is connected directly to the Time Capsule.  The Time Capsule generates a hidden network with WPA2 Personal security and MAC address matching.
    Thanks for any help,
    Sam

    7.6 firmware is causing issues as well on my gen 1 TC.. and I am going back to 7.5.2 as it is simply more stable.
    A lot of apple refubished TC were very poor.. they lasted less time than the original. Did not make people happy.
    Is your modem bridged and you are using pppoe client in the TC??
    Or the other way around. Router in the modem on and TC bridged.. do not use two routers.
    Hidden SSID (wireless name) is a useless exercise and actually breaks the wireless IEEE standard. It causes multiple issues.. but the real joke is, on a utiity like inssider it is not hidden at all. As soon as it transmits it is visible to everybody with nasty intents. MAC filtering also useless. WPA2 with a decent passkey.. that is all you need. Anyone who breaks that already has access and can spoof a MAC address in less time than you can type it in.
    As yet there is no method to break WPA2.. and the idea of an extra layer of security is meaningless.

  • 1st Gen Time Capsule and External Hard Drive Issues

    I have a 1st generation Time Capsule and have never had any luck connecting an external hard drive (both Western Digital MyBook and Seagate FreeAgent Pro) via an USB hub for an extended period. They will connect for a few hours or up to a day or two before they lose the connection and look up the wi-fi connection (although the internet and connected printer don't seem affected). Thought it might be an issue with the powered hub, but have same issue with both (Belkin and APC). I have read that others have had similar issues.
    For laughs, I connected a dinky personal drive (WD My Passpoert 750gb) to the USB hub and it came up instantly and had no issues for the 12+ hours it was connected. Question #1: can I run a portable drive for an extended period of time (weeks, months, years) via USB hub without killing it?
    Also, I would like to house my large iTunes and iPhoto libraries to be accessed by 3 different MacBooks. Question #2: is a NAS drive connected directly via ethernet to the TC is the best answer?
    I am spoiled by the simplicity of the plug-and-play connectivity of Apple products. Is there a mysterious sequence of procedures that I need to follow to get the Time Capsule to play well with the USB connected HDs?
    Thanks in advance for your help.

    To answer the general question, a drive that is constantly spinning is both more likely to be damaged and less likely to give issues of access to the USB.. the one fights the other. Feel the small passport drive and see if it is continually spinning.. if so that could account for it maintaining connection.. although according to your testing 12hrs is not long enough to know for sure. Feel the other drives. If they spin down and then when you try to access them, do they spin up? Or is it the spin down time that dictates the time they are available on the network. It may simply be a case of usb connected to a router is not getting the correct spin up info.
    IMHO a NAS is the right way to do this.. especially if you have multiple computers accessing it. USB is not a fast connection. Especially hanging off the TC series 1, were not renowned for speed. A NAS is not that expensive now and using a mirrored raid you at least have some protection. Remember to always have the source files in mulitple locations. A NAS can also work as an itunes server, which the TC cannot. And the connection from gigabit ethernet to sata is not made via usb.
    As a secondary option.. open your series 1 TC and put in a 2TB hdd.. this is well documented.. larger sizes give trouble but the series one can easily be updated to 2TB.. remember also the power supply in a series one can go at any moment. Get ready for it, plan for it.. one day it will happen.

  • Are there any risks to extending my wifi with a retired (1st Gen) Time Capsule?

    I just replaced the Time Capsule as the hub of my wifi network. The only problem with the old TC (1st Generation I think) is that it didn't have enough storage, so it could be used again.  I can either sell it (not sure if there is a market for it), or I can use it to extend the network.  I already have an Airport Express extending the network at one end of my house. 
    Is there any downside to setting up the old TC to extend the network at the other end of the house? 
    Does the performance or throughput go down?
    Thanks,

    Bob,
    Thanks for getting back to me.  I do appreciate it. 
    So does this mean that the Airport Express that I use for iTunes, my AppleTV, my wireless HP printer and the Wifi interface to my DirecTV receiver are all causing a degradation in wireless performance?  I have noticed some performance issues, where I normally use my MB Pro, but I always thought that was a location problem.  We haven't had any problems with the AppleTV, and that's probably where the highest bandwidth requirements are.
    I might be able to wire some or all of the devices, but it would be difficult, and it would probably mean buying some sort of Ethernet switch for one location.  The AppleTV, Airport Express and DirecTV are all in the same spot. We don't use the printer very often.

  • Return 1st gen time capsule?

    I have a first generation time capsule that despite my best efforts, refuses to work. I read on the site timecapsuledead.org that its because it over heats. It also states that you can make Apple replace it by calling them. However, the site was updated last in 2010, so I guess the information is incorrect. Just to possibly save me some money, can I still return it?
    in the meantime, I am stuck on this annoying iPad.

    No, all warranty expires after 3years.. in 2010 you still had a year left for the first Gen that was released in 2008.
    You can repair it.. the power supply is dead.. due to the overheating you can buy a new power supply from ebay.. or repair it.. lots of sites.. including one of mine.
    https://sites.google.com/site/lapastenague/a-deconstruction-of-routers-and-modem s/apple-time-capsule-repair
    But it is already well behind the times.. and is it worth wasting money on the repair??
    It is small hard disk, now old and much slower wireless, single band. Slower disk access.

  • 1st Gen Time Capsule won't setup

    I bought a first Generation Time Capsule yesterday, I connected my ethernet cable from my verzion fios actiontec router and power the TC on. My 13 retina Macbook can see the TC, but whenever i try to connect to it in order to set it up i get this message:
    Or i get a message telling me that i need to update to the lastest firmware. bt it never gives me an option to update. Basically im in a loop, any of you think you can help me?
    Thnaks in advance!

    Ok.. thanks.. now we have a real error message.
    What you need is to use an earlier utility. I didn't realise it (the old firmware) was so old.
    I presume you do not have a pc or any other computer available.. windows 7 you can load 5.6 utility and upgrade with that.
    For Mountain Lion, you cannot install 5.6 directly.. but there is a trick.
    Here is my version but there are others if you google for it.
    How to load 5.6 into ML.
    1. Download 5.6 for Lion.
    http://support.apple.com/kb/DL1482
    Click to open the dmg but do not attempt to install the pkg.. it won't work anyway.
    2. Download and install unpkg.
    http://www.timdoug.com/unpkg/
    Run unpkg on the desktop.. it is very simple.. drag the AirPortUtility56.pkg file over to unpkg.. and it will create a new directory of the same name on the desktop.. drill down.. applications utilities .. there lo and behold is Airport utility 5.6 .. drag it to your main utilities directory or just run it from current location.
    You cannot uninstall 6.1 (now 6.2 if you updated) so don't try.. and you cannot or should not run them both at the same time.. so just ignore the toyland version.. the plastic hammer.. and start using 5.6.. a real tool.
    For screen shots see this post.
    https://discussions.apple.com/thread/4668746?tstart=0

  • Can you add new AirPort Express Base Station Simultaneous dual-band 802.11n with a 1st Gen time capsule network

    Hi
    Has anyone tried using the AirPort Express Base Station with a first generation Time Capsule and used it to extend their network, while still being able to use the Simultaneous dual-band 802.11n on their network?
    Thanks in advance

    The first generation Time Capsule was not a simultaneous dual band device.
    If you add the "new" AirPort Express to the network and configure it to "Extend a wireless network", it will extend the one single band signal that it is receiving from the Time Capsule.
    In other words, the AirPort Express will not extend simultaneous dual bands in this type of setup...since it can only "extend" what it receives. You would need a simultaneous dual band Time Capsule if you want that type of functionality.

  • My 1st generation Time Capsule/2007 keeps shutting off and disconnecting from internet?  What could be the problem?  How long do the Time Capsules usually last?

    My 1st generation Time Capsule/2007 keeps shutting off and disconnecting from internet?  What could be the problem?  How long do the Time Capsules usually last?

    That it is still working is miraclous.. most have died.. lots started flaking out at 18months to 2years..
    See deadtimecapsule.org
    The few that remained now seem to have reached EOL.. you can repair if you have some skills.. fairly cheaply.
    But it is well and truly time to replace.
    https://sites.google.com/site/lapastenague/a-deconstruction-of-routers-and-modem s/apple-time-capsule-repair

  • Need help connecting 5th gen Time capsule via wifi to existing wifi network(non-apple) and use ethernet out to AV receiver?

    Could anyone help advise me how to use my 5th gen time capsule airport to connect to my existing wireless modem(non-apple) over the wireless network (NOT using the WAN port with a cable) and then connect with an ethernet cable to give internet connectivity to my AV Receiver?  I would also like to be able to back up my macbook pro with the time machine/time capsule benefit.  I know that many AV setups have recommended using airport express to receive wireless connectivity to pass on internet through the ethernet port to AV setups, but I thought I would try to add the extra functionality of the over-the-air backups with the time capsule at the same time.  Is this possible without connecting with a wire to the modem which has no ability for a wired connection where the TV and AV setup is?   Any help would be much appreciated:)

    It doesn't work except to another apple router. Sorry.
    The express does work.. that is a difference between Express and Extreme/TC.

  • My 1st Generation time capsule won't connect to the internet thru a new motorola sb6121 - get continuously flashing yellow light. Using a router in between the modem and capsule yields good but slower connection to internet. Any thoughts?

    My 1st Generation time capsule won't connect to the internet thru a new motorola sb6121 - get continuously flashing yellow light. Using a router in between the modem and capsule yields good but slower connection to internet. Any thoughts?

    Thanks for your response
    Let me give the history - I started with an Apple Express being fed thru a D-Link  EBTR 2310 cable Router from an RCA DCM315 Modem (Pure). Comcast service all the way.
    Got the 1st generation TC in 2008 and merely replaced the Airport Express with the TC. Worked ok
    A year or two ago I did try removing the modem and feeding the TC directly from the modem. Resulted in the same condition I have now - Continuous flashing amber on the TC. So I put the router back in the chain.
    Some time later, at the recommendation of a Comcast rep, I replaced the router with (a Belkin F5D 5231) to see if speed and dropout problems would be improved. I thought it helped some at the time but now I am not so sure.
    Last week I decided to see if a new modem would help with download speeds. So I got another pure cable modem (Motorola SB 6121- high on the Comcast recommended list).
    Got up and running easily with Comcast help and with the modem connected directly to a computer.
    Next I put the TC in the link and again could not get past the TC continuing to flash amber. Although I did get connected to the internet with this configuration I lost connection two both of my printers - one connected by USB and the other wirelessly to the TC. Again everything works fine when I put the Belkin router back in the system.
    However with the router in there, the modem shows the downstream connection to be 10/100 ethernet speed. (Modem light changes color for indicating speeds.}
    I have gone thru all of the combinations of powering down/ up, but all stays the same.
    I can live with what I have but something still doesn’t seem right.
    Thanks again

  • How do I know what the wifi password is for my 4th Gen time capsule

    I am only new to this time capsule thing… I am pretty savvy in things as technology goes but I just can't figure out how to get the wifi password on the 4TH GEN time capsule I have tried everything I know I was not the one to set it up and my mother let the tech do it and paid no attention to the finer details I would have. PLEASE HELP!!! THANK YOU.

    You will learn grasshopper!!
    looked like I didn't even need the reset but this is great and simple way I hope other people use it!!!! Thank you again!!!! From a not as seasoned techy as you!!! I aspire to be as versed someday!!!
    You must use the reset to remove the admin password if it is set.. If the tech left it as default the TC throws up an error.
    It is one I choose to ignore since security on the Airport routers is pathetic anyway.
    Default password is public btw.
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    Pressing the button for 1sec is called a soft reset.
    Read the apple documentation on reset. There are 3 levels of reset..
    Resetting an AirPort base station FAQ - Apple Support
    There is an enormous amount of info Apple have available in documents and technical notes.. and apple has the worst search engine known to man.. so use google to find it.. !!

  • I purchased an iMac MC309LL/A model A1311 21.5" All in one computer. I purchased it 8/28/11 and about 2 months ago it started powering down. I called for support and a Apple Customer Support, I did what they said and now it wont turn on at all.

    I purchased an iMac MC 309LL/A model A1311 21.5" All in one computer on 8/28/11. The computer stated to shut down on me every once in a while when I was working on it. I called Apple customer support and a rep walked me through deleting all of my cache files saying it was the prooblem. She then had me do a re-install with the installation disc. After doing that she said to turn my computer off then back on and the computer would want to run some updates an to let them run. I was told to call back if there were anymore problems. The computer turned on for a couple minutes then shut down again and won't turn back on at all now. I took it to the Apple store and they told me it was the main board that delivers power to the computer and it whoulld cost about $550 to replace. I have had this computer for 1 1/6 year and hardly use it. My tech told me the same thing happened to his. Doesn't this mean the equipment could be faulty?
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    Sorry to hear of your problem, but any hardware in a computer can fail - that includes the hard drive, the logic board, etc, etc. Fortunately, it usually doesn't happen that soon; however, I've read of hard drives failing within 6 months.
    So, since you did not purchase the extended Applecare Protection Plan (3 years coverage), you will need to make a decision to repair or sell it as is. I would always purchase 3 year coverage for an all in one or a laptop because repairs are expensive and at least I'd be covered for 3 years.
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