That, was how Anthony got tasked with taking our iMac Pro to the Apple Store for repairs. Only one small problem.
They refused to fix it.
And we're not even talking warranty service
We understood we would have to pay. We WANTED to pay and they outright refused to fix it
How the F$$$
Does that even work? Because that was back on January 30th, two months ago?
And our machine is still not repaired
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[Intro Music Playing]
Our story begins with Anthony's first interaction with Apple support
It was pretty pleasant all things considered, Apple representative Andrea was very sympathetic
But for some reason, she couldn't give us any guarantee that they could actually do anything
That should have been a bright red flag
But
When Anthony and Tyler later returned from dropping off the Pro at the local Apple store
They told me that, well, they smiled
Told us, they'd order the parts, and get us back up and running in a jiffy
Our iMac Pro review actually ended up coming together pretty well in spite of our limited ability to get additional b-roll footage
So all we could do at this point was wait for our repair
Then, a couple of days later, the Apple store sent a follow-up email letting us know that we could come pick up our computer and...
Sorry, what?!
Right?
*Stunned*
Have you- have you you have you responded to this yet? This is...
This is COMPLETELY unacceptable
We g- No. We've got t- This is through email? Get in touch with them some other way get Yvonne to yell at them
to help them like... We still have like three or four videos to make with this thing t...
yeah
okay, just - okay
See what you can do
What does this even mean?
If they are unable to obtain the parts, they wouldn't be able to repair the iMac
Oh- gee- thanks Jesse, so
What? At this point? What are our options? There's just...
No recourse, if we can't get an Apple authorized service provider
To obtain the parts and these are parts that Apple wouldn't even send to their own store
Are you guys following this so far?
We thought there must have been some kind of misunderstanding
Remember, we're PAYING for the repair after all but the Apple Store confirmed that they were unable to fix it because
HQ wouldn't send them the parts they ordered, and that our only option was to come and get it back untouched
and it actually gets even better from here because we asked well
if Apple themselves can't fix our computer who can and we got told that the only option
Was to bring it to a third party. An Apple Authorized service provider
so
*Intense exhale*
Since there's no way for us to order new parts from Apple directly and fix it ourselves
we reached out to one
Hey any word back from your friend?
Okay, so new update
They can order the part, but for them to approve the sale
They need someone with ''Apple Pro'' certification and unfortunately
That doesn't exist yet
*Sigh*
And let me guess. Even if it did, if they ordered it, and just gave us the parts
They'd lose their certification
Yep! :)
So Louis Rossmann, you remember that guy right?
He showed me the right way to fix BGA solder joints, so he- so he's constantly
Complaining about Apple pulling crap like this, but not being someone who repairs Apple's products for a living
I always kind of figured it was mostly 'shop talk'
however
*Chuckle*
As someone who NOW has to repair an Apple product in order to flip it on Craigslist
No, I don't believe that anymore
It's absolutely real
Like, I get it. What Apple's done here, is to release a brand new platform
That they are unwilling
and/or unable to provide support for
I mean yeah, w- we broke it we get that but
I mean, imagine this in some other industry
Imagine if you bought a brand new car
And drove it into a lamppost as you were leaving the dealer
Then both the dealer and your third-party insurer said that they couldn't fix it
because the parts and the repair manual don't exist
As far as we can tell right now
They expect us to just roll over and accept that our work station is now
Essentially just a collection of pretty rocks for some
Indeterminate amount of time because they released a product without the training or support structure necessary to
Actually
Support it
They've thrown their support staff under the bus
They've thrown their authorized service providers under the bus
and most damningly of all they've thrown the customer
because I bought this thing
under the bus
Despite apples careful design
Accidents do happen and if a former repair technician can screw up from time to time
and trust me they do! the end-user will too
*Inhale*
So
We're turning to our community for bright ideas. We still want to repair this thing
so we're gonna have a forum thread linked below
If maybe you know a guy who knows a guy who can get a board, PSU and display?
Or if someone who works at Apple happens across this video and agrees that
''You know what? Yeah that is totally unacceptable'' well
We'd love to hear from them too for now we will just continue to
Stew in impotent rage over the sheer stupidity of this whole, situation
But only for a little while because it always lifts me up to tell you guys about
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