Adventures with Apple Support

[RobertM]

Well, now that my refurbished iMac G5 (first generation, 17-in, 1.8 GHz, SuperDrive for those who must know ) is a little over three weeks old, I'm finally getting some issues sorted out with Apple.First, I wanted to install Classic but couldn't--I didn't have the CD (Additional Software and Apple Hardware Test) requested by the documentation, and trying the CDs suggested for other models didn't help. A Web Chat Support agent told me to call phone support, who after two tries offered to send me replacement DVDs. Unfortunately, they were iMac G5 OS X Install Disc 1 and Disc 2, which I already had and didn't contain Classic (they must on some other models, which is probably why they kept insiting I try them). So, I called again and they sent me the other CD I was actually missing, and two weeks after my first call it was all good.With that sorted out, I decided to ask about the noise my computer was making. I first tried Web Chat, and my agent whisked me to a specialist. Oops, that didn't work--I was booted. Try again. Got to a specialist, who had me try some things (as did the agent before her) ... and told me to call phone support and use the case number she provided. She also said she'd make a note in my file so I'd get sent to a specialist right away.Called phone support and gave them the case number. They didn't recognize it, probably because it was a Web number and not a phone number, which I assume must be different--apparently the agent didn't know this. So I started over with this agent, telling him all they had me try. He had me try something one one else did--a scan with Disk Utility. Oddly enough, it found errors, and he is inisiting it's the hard drive that's causing the noise problem. So right now I'm backing up ~ to my other computer via 100 Mpbs Ethernet, and I'll do an erase and reinstall tomorrow (this isn't the first reinstall Support has had me do...), because he suggested either this or a repair with a third-party utility because Disk Utility apparenty couldn't fix my volume.Somehow I doubt this will work, but I shouldn't say that because I didn't realize there were HD errors. But it's coming from the right side of the computer if I look at it from the back, and I can't really pinpoint any specific area (I have read some people having problems with the fan towards the top above the processor, IIRC). Oh, and my second agent had me try starting a computer-computer game of Chess to see if it increased the noise, and it did--and I'd imagine that's more intensive on the processor than it is on the hard drive. (She said she was trying to determine if it was a power supply issue--she never did say.)So, tomorrow I anticipate another call to tell them that this didn't work (I know it probably won't, but if the HD gives me *more* errors, I have another problem on my hands, which may actually be causing this other problem ... but I doubt it). Maybe this time I'll flat out tell them that the Web person was supposed to note in my file that they were supposed to get me on the line with a product specialist--and hopefully they'll get me one, rather than have to start all over for the fourth time.And I thought Apple was supposed to have good support. (That being said, my last case ended well when they finally got things straightened out, and hopefully this one will be good as well ... but it shouldn't take me so many days, agents, and reexplanations and still be left hanging....)

[inform]

I have never called Apple, however I have been on the phone with Linksys, IBM, Dell and a multitude of other Tech companies and I can empathize with your frustration. They all seem to be the same on one level at least, it comes down to people. I would usually keep calling back till I got a person on the other line who knew what they were doing. If this is the second time you are being told to rebuild I would start to get more insistent with them. I'd tell them done that already and the problem is still there.What are the HD errors? Can they not be fixed without doing a new OS Install? Have you tried Disk Warrior? I have used it many times on client computers to correct a lot of disk problems and it is a great piece of software.The one thing I do like about Apple's support is the service you get when you take your computer to an authorized Technician. In NYC we have a place called Tek-Serve and they are the reason I never call Apple. If I have a problem and my computer is still under warranty I take it to them, and they get it fixed quick and take the time to explain to me what the problem was and the warranty covers it all. Good luck let us know how it goes and if you need any help. Christopher

[RobertM]

I forget the exact error Disk Utility was giving me, but I think it had something to do with "invalid key." Disk Utility couldn't fix it, but the support agent suggested Disk Warrior or similar--but I didn't really want to buy that when I could do an Erase and Reinstall for free, even if it was a bit more frustrating.Just an update: I did do the Erase and Reinstall, and it's still noisy. (Like I said, I didn't think it was the hard drive, but I couldn't have said that for certain since there were errors I didn't know about). I'm off to call Apple again, and since the didn't give me a case number, I'm sure I'll have to explain it all over again.Oh, well. At least their phone technicians know English? (They put the ones that don't in Web Chat, as I've found out. "Yes, it is the retail version which we are having." Huh?)

[RobertM]

Well, after calling Apple, they directed me to a local authorized service provider, where the computer has been now for two or three days. They called me this afternoon to say ... you guessed it ... they've had the computer running all day and it's never made a peep! I said Apple had me start a computer-vs-computer game of Chess to rev up the processor a bit, and that made it noiser. They haven't called me back, so either they totally ignored that bit (they were thinking it was the power supply; I suspect the processor fan, but I've never had either malfunction before so I don't know what to listen for) or were trying it, found noise, and are awaitng a fix. Or ... they're simply waiting it out like the last couple days.:-\

[inform]

Hey I just read this article on Apple support I wonder what the score would be if they called you?http://www.itworld.com/Comp/1181/050816dellrating/How is it going? Have you gotten your iMac back yet? You should be starting school soon?

[RobertM]

I got it back a couple days ago (what took them so long? "nothing" was wrong!), but, naturally, it's still the same--and noisy as ever.To be fair, I've never compared it to another iMac G5, but unless they're supposed to sound like little chainsaws, I don't think this is normal. (OK, it's not as loud as a chainsaw, but it's the same kind of noise--and the buzzing occasionally dips down for a second and then goes back up like one.)I haven't called Apple back yet, but I'm going to momentarily. Hopefully they I can get either a new midplane assembly (which is what I think I need) or return this machine for another one ... or, better yet, return this machine, refund the money, and let me buy a NEW one (instead of refurbished)--even if it costs me a couple hundred more and a ton of agony wasted.But it all has to be done before next Friday. (The way they've made me wait, they'd better not have a problem with next-day shipping. )BTW, a Google search for "imac g5 noise" can turn up an alarming number of pages about this issue--one of them even notices that they changed the fan designs in the revision-B iMac G5's. Think they were getting a lot of noise complaints?

[RobertM]

OK, got off the phone with Apple again ... after spending a countless number of minutes on the line with a product specialist who apparently knew nothing at all about the product (he had to look up a diagram of the computer to figure out the location of the fans and other components--sorry, but even I know that) ... basically he told me I could take it to another authorized repairer and get a second opinion on the noise.And that's what I'll be doing. Too bad all of them are 30 miles away. If *they* tell me they don't hear anything (I'll make sure to let them know how I can get it to, and maybe remind them that if there's lots of other noise around mine might get lost--but it DOES exist) ... am I SOL? From what I can tell, I only have 14 days from date of arrival to return due to defects, if this even counts as one. But of course I'm covered for hardware repairs for one year with the standard warranty ... the only problem is, as it stands now, I can't get them to believe there IS a hardware problem!I can live with it if I have to (with the air conditioner on I can only hear it when it's really loud--of course, right now I'm in a house, not a dorm room), but for a $1000+ machine (mine was refurbished at $999--maybe mistake numbe one, but I digress), especially one advertised as "whisper quiet"--I'd except this certainly isn't normal.

[inform]

Sorry to hear about this experience. I know this might sound like a funny thing to do, but acoustics have a strange way of changing with the tiniest of variables. Try putting the iMac in another room and see if you can hear the noise. It most likely is a problem with a fan but here is a situation I had that is similar but hard to diagnosis. I had a client with a computer where no matter what I did I could not get it to stop making a buzzing noise. I changes fans hard drives etc. In the end it was dirty electricity, it's a bit outside the box and most of us don't think about it but once I put an APC unit between the box and the outlet the buzzing went away. Good LuckChristopher

[RobertM]

I did try it in another room, and the noise is still there. Of course, if it's the oustide box, that won't help--but I think one ... two ... three ... four other compures can't be wrong--no problems with them. :-)This is a widespread problem--as I've mentioned before, a Google search will yield a ton of interesting reads. Apple surely knows some iMac G5's have this defect. The only thing is ... I need to convice an Apple Authorized Service Provider that something *is* wrong before they can do whatever is needed to get this fixed. (They won't just send a replacement part--and I don't think this part is even user-serviceable on revision-A iMac G5's, anyway.)

[Doug]

I use an IMac G5 2.0 and it is as quiet as a whisper. I have a PC running in the same room and it makes 3 times the noise. I thnk you have a hardware problem that needs to be fixed by Apple.

[genaldar]

When I worked in the tech shop at compusa we always had trouble with Apple's support. We received 4 different bum processors (and 1 bum motherboard) for one guys g5 tower. It was in the shop something like 9 weeks. Not to mention the laptop that kept coming back still broken (laptops for all manufacturers are sent to the manufacturer if it's under their warranty). I personally sent it out twice (I was only there 4 months).

[RobertM]

Update: Well, this place called me yesterday and said they'd just order and install a new fan (even though they said they couldn't hear anything--but I doubt they did anything more than just turn on the computer and listen), which I suppose is great--hopefully that WAS the problem. Anyway, they just called me and it's done ... so hopefully someome will be able to bring it up to me at school this weekened.Now, to figure out where I'm going to put it ... good thing it's not an eMac, I guess. :lol:EDIT: I think it's STILL making noise, but in this room there's enough ambient noise it's not that bad (especially with the window fan going). But I think it's actually still making this noise, so either I got another bad fan, or that wasn't the problem to begin with. But I think if I complain any more, Apple will stop believeing me. Or maybe this really is within spec, and I just am too picky. But, really, with the window fan on low (maybe even medium) now, I think I can still hear this computer humming along.

Edited September 6, 2005 by RobertM