Apple complaint: New IMAC dead less than six weeks

After several years of contemplation I purchased a new 24 IMAC directly from Apple online after visiting a store. I fired up the machine on 8-12-21 and by 10-3 it was completely dead, no power at all. It was plugged into the same surge protector that my old IMAC was and still is plugged into and the old IMAC along with all other equipment in that room is fine.

Before contacting Apple I checked all plugs, cords, etc to be sure it wasn’t something simple. On Fri. 10-3-21 called Apple support and explained the entire situation. I was told that I needed to get it serviced and I explained that I couldn’t get to the Apple Store due to its location. The advisor tried to send me a box to mail it in but, wasn’t able to set that up bc he said the find my mac was turned on. My response was I can’t turn it off if the machine is dead. As a result he made an appointment for service at the Simply Mac store on Roswell Rd for 10-7-21, six days later. I had to go when my husband had a day off to carry it and drive me there.

So yesterday we show up at Simply Mac at 10 am, only to find a store that was deserted except one man behind the counter. I told him I was there for my appointment at 10am for service. His response was There is no one here who can do service, we are not authorized to so service work. After asking him why the appointment was set there he offered to check it in and send it out and that would take three to four weeks at least. As a result we left the store with my IMAC and the employee couldn’t care less.

I was so upset that I didn’t want to call Apple yesterday so I called them earlier today. I asked to speak to a supervisor and was connected one. Didn’t do any good, because my product is outside their 14 day return window they would only offer to have me send it in for service. However, she just thanked me so much for my feedback on the poor practices of the Simply Mac store.

I do not want this machine. I explained to them that it probably had less than 48 hours actual use time. If it quit that quickly and this is what I have to put up with for service I want my over $2,000.00 refunded. Customer service at it’s best.