HI Stephen, yes that is very poor that firstly the iMac performed so poorly and THEN Apple had the cheek to suggest you need to upgrade your 2019 iMAC!!
Not good enough. I am glad you got satisfaction eventually. I suppose we await to hear if the unit does in fact perform the way it should after you get it back. Regards Pete > On 31 Jan 2021, at 4:19 pm, Stephen Chape <[email protected]> wrote: > > In May 2020 my daughter purchased a new iMac through our local Apple Retailer. > > iMac Retina 4K, 21.5 inch, 2019 > > 8GB 2400 MHz DDR4, Mac 1TB Hard Drive > > Radeon Pro 555X 2GB > > At the very beginning it was a noticeably slow machine. But as time has > passed it became extremely slow. Switch on to Login became 4 minutes 15 > seconds. Opening and closing files became incredibly slow. Even opening email > attachments took ages. > > I tried checking for Malware, starting in Safe Mode, cleaning out all unused > rubbish, but it still got worse. > > Finally, on 28 October I returned it to the Apple Dealer and asked them to > look for the problem. They spent two days running tests and found nothing. > They then told me that when Apple released Catalina it was only optimised to > run with an SSD. I find that hard to believe because my wife’s 2012 iMac runs > Catalina and performs very well with its 1TB Hard Drive. In fact, it starts > in 2 minutes 30 seconds. > > On 30 October The Apple Dealer quoted me a price to replace the 1TB Hard > Drive with a 500GB SSD. So, I phoned Apple support to ask for advice and to > ask about warranty if this work is carried out. Apple Support seemed happy > for the dealer to do the work and told me the iMac warranty will still stand. > So, I asked the Dealer to go ahead with the SSD upgrade. > > But both my daughter and I were not happy that she had to pay $465.00 (260.00 > pounds) in order to resolve a major issue with an iMac that is only 5 months > old. > > So I wrote to Apple Australia asking them to take this on board and reply > with an explanation for this issue. I made the point that because there was > no other alternative, this must be regarded as a warranty repair, and not > just an upgrade. I told them that I have been an Apple Mac user for about 25 > years and I have never felt so disappointed with Apple. In my home we use two > iMacs, two iPhones and an iPad. Other members of my family also use Macs. > > About a month later I wrote to Apple again because I had not received a > response. About a fortnight after that someone phoned me from Apple Australia > and after a 20 minute conversation I was told that Apple would never refund > the cost so there was no point in taking this any further. > > But, being a stubborn bastard, I wrote to Apple in California. Eventually, > about a week ago I had a phone call from a very polite woman from Apple in > Singapore. She listened to my story (again). She then asked me to email her > the Invoice for the “repair” and then escalated the issue to the refund team. > > I have just received an email from Apple to say that a full refund will be > deposited into my bank account in the next few days. > Although I am back to being a satisfied Apple user, I am still disappointed > that this is what it takes to get any attention when things go “pear shaped” > with Apple’s products. All the same “thank you Apple”. > > > Regards, > Stephen Chape > > > > > > > -- The WA Macintosh User Group Mailing List -- > Archives - <http://www.wamug.org.au/mailinglist/archives.shtml> > Guidelines - <http://www.wamug.org.au/mailinglist/guidelines.shtml> > Settings & Unsubscribe - > <http://lists.wamug.org.au/listinfo/wamug.org.au-wamug>
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