In Sept of 1999, I bought a new Apple IMac computer from Mac Mall. After 3 weeks of very little use the monitor broke. I called Mac Mall and they told me that there were no refunds on IMacs, a point they forgot to mention when they sold me the computer.
American Express and myself had very little luck changing their minds. So I turned to Apple Computer itself.
I told them that they had sold me a lemon, because it had died after 3 weeks, and I wanted it replaced. They said they had a 1-year warranty and that it would have to be taken in for service.
I brought it to the nearest service center. 2 MONTHS LATER it was returned to me and it is still not working. There are technical problems and the blurriness of the screen it still prominent.
So again I called Executive Consumer Relations at Apple. I said
that it's obviously a problem that can't be fixed. I am a consumer, I paid almost $1,000 for the computer. If I had wanted a refurbished computer, I would have bought one. But they stood firm on their story. They, specifically Tiffany Mitzel head of Apple Customer Relations, told me that Apple "deserved another chance to fix the computer." As a consumer whose business hinges on this computer, I didn't feel that they deserved another chance, they had their chance and it was unsuccessful. I wanted a replacement.
After hours of arguing myself blue in the face, there was nothing I could do.tiffany said that Apple would "bend the rules" and send a service call to my home to service the computer on-site so I wouldn't have to be inconvenienced by taking it out again. With very little recourse, I had to agree. It's taken 2 weeks for them to call me with a time for the service call.
They finally called this morning and said that they would have to take the computer out of my home YET AGAIN to try and service it.
This is so totally unacceptable. I don't know what to do in this situation. Obviously the computer is a lemon. And even if it's not, it doesn't work properly and I'd like a replacement. I didn't go out and spend $1,000 to get a computer that has to be in the shop from almost the minute it was delivered.
My hands are tied and my frustration is at a peak
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