05-15-2007, 08:01 PM
It was a bit of a PITA experience, but it will turn out ok. So, I get down to the Apple Store, and play the "dumb" card telling them it seems weird that Apple specs say mini's ship with 2x256MB ram chips but the system profiler only reports one. The genius boots it up, says he agrees there's only one 512MB RAM chip, talks to the store manager and then comes back and says, "Here's the Apple care 800-number, go ahead and give them a call, we can't do anything about it because it appears to have not shipped with the proper specs. They'll probably have you ship it back for repair or replacement" At one point, I think I hear the manager say something to the effect of, "well, it has the "virtual" specs they told him it would have," as it's clear he wants to take the "not our problem approach."
Not a smart decision on his part considering I know how to be persistent and I WILL get my way when I spend a significant amount of money on one of your products and it's not delivered as promised (since Apple specifically says minis ship with 2x256MB RAM).
Of course, knowing what I know, I KNOW the Apple store can and SHOULD be handling my problem and that's exactly what a customer service rep would say.
So, frustrated with them, I walk to the car, call the 800-number and proceed to tell the rep that I've got a computer with an obvious problem, what can I do about it. He asks whether it's possible for me to take it to an Apple store since there are no user serviceable parts, exactly the question I wanted him to ask me. I tell him I am standing in front of the Apple store and the genius and manager acknowledged the problem but basically refused to help in any way. He tells me to walk into the store and ask them to open the machine and physically inspect the RAM to begin to determine the problem. He holds as I go in and insist that the machine be opened and physically inspected.
The genius opens up the machine and reports back what I already know. After asking me if I've ever opened and/or upgraded the machine, or if I've ever been to the UK (and me saying no to both counts). He tells me that apparently the RAM currently installed in the machine is RAM only distributed through the retail channel and the UK Apple store. He also tells me he has swapped the RAM chips and will reboot to figure out if the problem is in the RAM or the logic board.
After a quick boot he again determines what I already know, the mini has a bad RAM slot, and thus a bad logic board. He runs a repair ticket on it and sends me on my way, saying it will receive a new logic board and be back in my hands in 1-3 days.
I'm glad my problem will get solved, and rather quickly, but I was a little pissed, to say the least, over the manager's unwillingness to at least asses the problem properly and fully within his means before just dismissing me.
I may be writing a letter to Apple customer support.
~A
Not a smart decision on his part considering I know how to be persistent and I WILL get my way when I spend a significant amount of money on one of your products and it's not delivered as promised (since Apple specifically says minis ship with 2x256MB RAM).
Of course, knowing what I know, I KNOW the Apple store can and SHOULD be handling my problem and that's exactly what a customer service rep would say.
So, frustrated with them, I walk to the car, call the 800-number and proceed to tell the rep that I've got a computer with an obvious problem, what can I do about it. He asks whether it's possible for me to take it to an Apple store since there are no user serviceable parts, exactly the question I wanted him to ask me. I tell him I am standing in front of the Apple store and the genius and manager acknowledged the problem but basically refused to help in any way. He tells me to walk into the store and ask them to open the machine and physically inspect the RAM to begin to determine the problem. He holds as I go in and insist that the machine be opened and physically inspected.
The genius opens up the machine and reports back what I already know. After asking me if I've ever opened and/or upgraded the machine, or if I've ever been to the UK (and me saying no to both counts). He tells me that apparently the RAM currently installed in the machine is RAM only distributed through the retail channel and the UK Apple store. He also tells me he has swapped the RAM chips and will reboot to figure out if the problem is in the RAM or the logic board.
After a quick boot he again determines what I already know, the mini has a bad RAM slot, and thus a bad logic board. He runs a repair ticket on it and sends me on my way, saying it will receive a new logic board and be back in my hands in 1-3 days.
I'm glad my problem will get solved, and rather quickly, but I was a little pissed, to say the least, over the manager's unwillingness to at least asses the problem properly and fully within his means before just dismissing me.
I may be writing a letter to Apple customer support.
~A
