IMac issues

Question

Any ideas where I should go from this as it's been unanswered now for over a month? Sent via post, email and now forum.
Any advice on what I should do would be appreciated. Won't go to indepth as the letter says it all.
Noted also that my last post was deleted for some reason?
Thanks
Simon
Dear Sir/Madam,
I'm writing a letter of complaint, due to frustration, upset and general let down of two of your products.
In January 2008 I bought a 24" iMac G5 with iSight with the intention of using for university work. Since purchasing it I found that the Mac OS and software on it is so good that I replaced all of my Windows based devices with Apple products, this includes a Macbook, G5, time capsule and iPhone. The ease of use of your products, coupled with their quality and style has led me to recommend them to friends and colleagues, many of whom have gone on to purchase various devices.
Unfortunately for all the praise I put upon Apple and its products I have had a rather unpleasant experience with some of the items I own and the service that I have received. I am not one to complain lightly and generally willing to accept that all products have their issues and occasional problems but after repeated let downs I felt compelled to write this letter.
The iMac developed a Graphics card issue causing the screen and as a consequence the iMac to become unusable and as such I took it into the Bluewater Apple store to have it repaired under the APP I took out. I took my iMac fully boxed into the store as I didn't want it to become damaged on route. I understand your staff must see and handle these things everyday but the Genius I saw happily threw the polystyrene mould onto the floor and kicked it aside snapping it in the process, before pulling my iMac out and practically dropping it onto the desk.
Admittedly they are heavy but this was carelessness and not the inability to hold it securely. Surely your staff are trained in handling these products?
It was noted that something was wrong and the iMac was taken in for repair and could be picked up a week later. At the same time I had my Macbook looked at due to an issue with the battery and charger cable. This was rectified at that time.
Unfortunately a few days later my Macbook developed a new issue as well causing it to hang on boot up. I decided to have this booked in for the same time as I was due to pick up my iMac.
I went back a few days later to collect the iMac and have my Macbook looked at. After waiting for almost an hour they pronounced the hard drive in the Macbook dead. This meant another few days later I'd have to come back to the store, which is roughly 50 miles from my home.
Following this I was presented with my iMac with no box. As it was taken to the store in its box I was expecting to get it back in the same state I had left it in. When I mentioned this to the staff they gave little if any concern about this and I had to argue the point to get my box back. Although a box may not seem that important it was the way this was handed that surprised me the most. Once the box was found I was asked if I’d like a hand taking my product out to the car. This was a kind gesture but I politely declined as the car was only a few feet away. I was then told that he would take the product for me, as if I dropped it, it wouldn’t be covered by the warranty and I would be liable. I again polity declined but by which time he had picked up the product and was walking towards the exit. When we arrived outside announced that he needed to get out for a cigarette, using this as an excuse to smoke seems wholly inappropriate and very unprofessional.
When I got home I noticed that the remote for the iMac was missing, this was inside the box when it was given to the Apple store... Already quite irritated I set up the iMac and started it up, only to find that there were two dead pixels on the screen! Now these were defiantly not there before hand. On top of this my iMac was deadly silent before being repaired and now had a high pitched whistle emanating from it.
My girlfriend, father, brother and work friends all said they would have got extremely angry at this point and almost certainly got in touch with someone about the whole situation. With hindsight I tend to agree with them and wish I had done something about it before now however at the time I was just happy to have my computer back and be able to work on it again.
So what's sparked this letter? Around 4 days ago my iMac developed exactly the same issue with the graphics card and is unable to boot again. This is roughly 5 months after getting a 'new' one fitted and I now have less than 4 months warranty left, I am left wondering if this will end up happening again when the warranty expires?
That thought made me anxious but what topped it is my Macbook battery has died again as well. Although the Macbook is of less worry to me as I can still use it it's still a burden to me and something of massive frustration.
Just to put things into context I'm writing a list of products I have from apple.
My current apple product list:
iMac,
Macbook Black,
Mac Mini,
Mac Pro G5,
Time Capsule,
iPhone x 3 (in the household),
iPod x 2 (in the household),
iPod shuffle x 2 (in the household),
iPod Nano
Apple Software list:
Remote Desktop,
Logic Studio,
iLife,
Leopard
MobileMe
Journeys to Apple store to sort out problems:
1 x for Macbook battery
2 x for Macbook hard-drive (and another occasion which has not been talked about in this
letter)
2 x for iMac Graphics card
Totalling over 250 miles for Mac related issues.
As stated before I take pride in my machines and don't in anyway shape of form abuse them. They are put to sleep or shut down when not used and I even follow guides on your website to keep them in top shape. So I am positive it's not user error.
This can only lead me to think that there is a problem with these products, as your company has such a good reputation it suggests that I have been unlucky and just got a couple of machines with unusual faults. However this doesn’t really make the issues I have had or the treatment I have received any easier to take.
My confidence in Apple has been somewhat dented as a result of these unfortunate problems and I would like to know what you intend to do to rectify the problems I have had? I am not trying to get something for nothing; all I am hoping for is that you can provide me with a solution that will allow me to gain the enjoyment and pleasure from your products I so desperately crave.
I look forward to your reply
Simon Longson

Answer 1

If you wish to be pointed to the correct folks to assist, then post that, no more, no less.
There are two warranty options, the original 1 year warranty and the Apple Care extension to three years. BTW if you have not bought the extension, you have until the day before the one year warranty expires to buy and activate it. It often pays for itself with one repair.
Either directly, face to face with the store staff, or with an Apple Care first line agent on the phone, relay the information of the issues you are having with the Mac and rehearse the remedies that have been applied to the situation up to this point. If the issue is a repeat, or if there are multiple issues, directly ask for the machine to be replaced. From what folks report here, Apple's general policy appears to be to repair twice, then replace. There are often acceptions.
If you feel that the person to whom you are speaking is uncaring with your issue, request to escalate the issue to the next level; store management or, on the phone, a product specialist.
On the phone, ultimately, there are also Customer Relations agents who are authorized to pretty much make the customer happy. Hopefully you do not need to go to that level.
Always remain firm and specific in your requests, but non-argumentative. No threats, especially regarding lawyers. Apple pretty much will not deal with you at all after that kind of statement, other than perfunctory adherence to the warranty, which is always repair or replace on their terms.
Dah•veed