1
00:00:01,460 --> 00:00:10,320
That was how Anthony got tasked with taking our iMac Pro

2
00:00:10,320 --> 00:00:11,980
to the Apple store for repairs.

3
00:00:12,640 --> 00:00:14,000
Only one small problem.

4
00:00:15,040 --> 00:00:17,100
They refused to fix it.

5
00:00:17,800 --> 00:00:20,280
And we're not even talking warranty service.

6
00:00:20,660 --> 00:00:22,440
We understood we would have to pay.

7
00:00:22,860 --> 00:00:24,340
We wanted to pay.

8
00:00:24,620 --> 00:00:27,320
And they outright refused to fix it.

9
00:00:27,740 --> 00:00:30,420
How the f*** does that even work?

10
00:00:30,640 --> 00:00:34,860
Because that was back on January 30th, two months ago.

11
00:00:34,860 --> 00:00:37,800
And our machine is still not repaired.

12
00:00:38,550 --> 00:00:40,750
This one gets interesting.

13
00:00:41,890 --> 00:00:43,110
And you know what else is interesting?

14
00:00:43,610 --> 00:00:44,390
Mack Weldon.

15
00:00:44,730 --> 00:00:48,750
Mack Weldon makes great underwear, t-shirts, socks, wallets, and more.

16
00:00:48,970 --> 00:00:50,210
They believe in simple shopping.

17
00:00:50,350 --> 00:00:54,770
And if you use offer code TECHTIPS, you'll get 20% off on their store.

18
00:00:55,210 --> 00:01:07,800
Our story begins with Anthony's first interaction with Apple support.

19
00:01:08,140 --> 00:01:09,900
It was pretty pleasant, all things considered.

20
00:01:10,400 --> 00:01:13,540
Apple representative Andrea was very sympathetic.

21
00:01:13,540 --> 00:01:17,280
But for some reason, she couldn't give us any guarantee

22
00:01:17,280 --> 00:01:19,240
that they could actually do anything.

23
00:01:19,740 --> 00:01:22,740
That should have been a bright red flag.

24
00:01:23,340 --> 00:01:27,000
But when Anthony and Tyler later returned

25
00:01:27,000 --> 00:01:30,120
from dropping off the Pro at the local Apple store,

26
00:01:30,620 --> 00:01:34,130
they told me that, well, they smiled,

27
00:01:34,730 --> 00:01:36,210
told us they'd order the parts,

28
00:01:36,370 --> 00:01:40,070
and get us back up and running in a jiffy.

29
00:01:40,070 --> 00:01:43,390
Our iMac Pro review actually ended up coming together

30
00:01:43,390 --> 00:01:45,830
pretty well in spite of our limited ability

31
00:01:45,830 --> 00:01:47,290
to get additional B-roll footage.

32
00:01:47,790 --> 00:01:50,890
So all we could do at this point was wait for our repair.

33
00:01:51,230 --> 00:01:52,890
Then, a couple of days later,

34
00:01:53,030 --> 00:01:54,850
the Apple store sent a follow-up email

35
00:01:54,850 --> 00:01:59,420
letting us know that we could come pick up our computer and...

36
00:01:59,420 --> 00:02:00,400
Sorry, what?

37
00:02:01,870 --> 00:02:02,170
Right?

38
00:02:03,230 --> 00:02:05,050
Have you responded to this yet?

39
00:02:05,310 --> 00:02:06,700
This is...

40
00:02:06,700 --> 00:02:07,580
No, I've got to...

41
00:02:07,580 --> 00:02:09,240
This is completely unacceptable.

42
00:02:10,060 --> 00:02:11,520
No, we've got to...

43
00:02:11,520 --> 00:02:12,380
This is through email?

44
00:02:12,540 --> 00:02:13,760
Get in touch with them some other way.

45
00:02:13,860 --> 00:02:14,380
Get Ivan to...

46
00:02:14,380 --> 00:02:17,380
We still have, like, three or four videos

47
00:02:17,380 --> 00:02:18,240
to make with this thing.

48
00:02:18,800 --> 00:02:19,240
Yeah.

49
00:02:20,120 --> 00:02:20,380
Okay.

50
00:02:20,660 --> 00:02:22,590
Just see what you can do.

51
00:02:23,800 --> 00:02:25,160
What does this even mean?

52
00:02:26,140 --> 00:02:28,480
If they are unable to obtain the parts,

53
00:02:28,640 --> 00:02:30,760
they wouldn't be able to repair the iMac.

54
00:02:31,540 --> 00:02:34,100
Oh, gee, thanks, Jesse.

55
00:02:34,460 --> 00:02:36,460
So, what?

56
00:02:36,520 --> 00:02:38,240
At this point, what are our options?

57
00:02:38,240 --> 00:02:40,860
There's just no recourse

58
00:02:40,860 --> 00:02:44,180
if we can't get an Apple-authorized service provider

59
00:02:44,180 --> 00:02:45,240
to obtain...

60
00:02:45,780 --> 00:02:47,300
the parts, and these are parts

61
00:02:47,300 --> 00:02:49,520
that Apple wouldn't even send to their own store.

62
00:02:50,200 --> 00:02:52,200
Yeah, I will contact an AISP.

63
00:02:52,360 --> 00:02:53,580
Ed mentioned he knows a guy,

64
00:02:53,760 --> 00:02:57,470
so maybe we can even get a bit...

65
00:02:57,470 --> 00:02:59,070
Are you guys following this so far?

66
00:02:59,470 --> 00:03:00,570
We thought there must have been

67
00:03:00,570 --> 00:03:01,850
some kind of misunderstanding.

68
00:03:02,350 --> 00:03:05,390
Remember, we're paying for the repair after all.

69
00:03:05,670 --> 00:03:07,370
But the Apple store confirmed

70
00:03:07,370 --> 00:03:09,750
that they were unable to fix it

71
00:03:09,750 --> 00:03:12,790
because HQ wouldn't send them the parts they ordered

72
00:03:12,790 --> 00:03:14,910
and that our only option

73
00:03:14,910 --> 00:03:16,910
was to come and get it back

74
00:03:16,910 --> 00:03:17,590
unpaid.

75
00:03:17,610 --> 00:03:19,230
And that's what we're doing now.

76
00:03:19,230 --> 00:03:21,310
So, we're going to go ahead and get the parts

77
00:03:21,310 --> 00:03:23,110
that Apple didn't even touch.

78
00:03:23,110 --> 00:03:25,810
And it actually gets even better from here.

79
00:03:25,810 --> 00:03:27,310
Because we asked, well,

80
00:03:27,310 --> 00:03:30,230
if Apple themselves can't fix our computer,

81
00:03:30,230 --> 00:03:31,070
who can?

82
00:03:31,070 --> 00:03:34,230
And we got told that the only option

83
00:03:34,230 --> 00:03:36,230
was to bring it to a third party,

84
00:03:36,230 --> 00:03:38,770
an Apple-authorized service provider.

85
00:03:38,770 --> 00:03:42,270
So, since there's no way for us

86
00:03:42,270 --> 00:03:44,270
to order new parts from Apple directly

87
00:03:44,270 --> 00:03:45,770
and fix it ourselves,

88
00:03:45,770 --> 00:03:47,190
we reached out to one.

89
00:03:47,190 --> 00:03:48,910
The new update,

90
00:03:48,910 --> 00:03:50,710
they can order the part,

91
00:03:50,710 --> 00:03:53,260
but for them to approve the sale,

92
00:03:53,260 --> 00:03:57,520
they need someone with Apple pro certification.

93
00:03:57,520 --> 00:04:00,740
And unfortunately that doesn't exist yet.

94
00:04:00,740 --> 00:04:02,340
And let me guess,

95
00:04:02,340 --> 00:04:03,740
even if it did,

96
00:04:03,740 --> 00:04:05,200
if they ordered it

97
00:04:05,200 --> 00:04:07,500
and just gave us the parts,

98
00:04:07,500 --> 00:04:09,320
they'd lose their certification.

99
00:04:09,320 --> 00:04:10,120
Yep.

100
00:04:10,120 --> 00:04:11,420
So Lewis Rossman,

101
00:04:11,420 --> 00:04:13,330
you remember that guy, right?

102
00:04:13,330 --> 00:04:15,790
He showed me the right way to fix BGA solder joints.

103
00:04:15,790 --> 00:04:16,270
So, so he's

104
00:04:16,270 --> 00:04:17,470
constantly, constantly fixing some parts.

105
00:04:17,470 --> 00:04:20,810
complaining about Apple pulling crap like this,

106
00:04:20,810 --> 00:04:23,970
but not being someone who repairs Apple's products

107
00:04:23,970 --> 00:04:25,670
for a living, I always kind of figured

108
00:04:25,670 --> 00:04:28,600
it was mostly shop talk.

109
00:04:28,600 --> 00:04:35,200
However, as someone who now has to repair an Apple product

110
00:04:35,240 --> 00:04:38,180
in order to flip it on Craigslist,

111
00:04:38,180 --> 00:04:41,180
no, I don't believe that anymore.

112
00:04:41,180 --> 00:04:43,620
It's absolutely real.

113
00:04:43,620 --> 00:04:45,600
Like, I get it.

114
00:04:45,600 --> 00:04:50,660
What Apple's done here is to release a brand new platform

115
00:04:51,520 --> 00:04:56,520
that they are unwilling and or unable to provide support for.

116
00:04:56,800 --> 00:04:59,800
I mean, yeah, we broke it, we get that.

117
00:04:59,800 --> 00:05:03,990
But I mean, imagine this in some other industry.

118
00:05:03,990 --> 00:05:06,650
Imagine if you bought a brand new car

119
00:05:06,650 --> 00:05:11,190
and drove it into a lamp post as you were leaving the dealer.

120
00:05:11,190 --> 00:05:15,050
Then both the dealer and your third party insurer

121
00:05:15,050 --> 00:05:15,770
said that they,

122
00:05:15,770 --> 00:05:17,150
couldn't fix it

123
00:05:17,150 --> 00:05:22,270
because the parts and the repair manual don't exist.

124
00:05:22,270 --> 00:05:24,790
As far as we can tell right now,

125
00:05:24,790 --> 00:05:27,230
they expect us to just roll over

126
00:05:27,230 --> 00:05:29,230
and accept that our workstation

127
00:05:29,230 --> 00:05:32,230
is now essentially just a collection of pretty rocks

128
00:05:32,230 --> 00:05:34,510
for some indeterminate amount of time

129
00:05:34,510 --> 00:05:36,590
because they released a product

130
00:05:36,590 --> 00:05:39,410
without the training or support structure necessary

131
00:05:39,410 --> 00:05:42,370
to actually support it.

132
00:05:42,370 --> 00:05:44,430
They've thrown their support staff under the bus.

133
00:05:44,430 --> 00:05:46,430
They've thrown their authorized service providers under the bus.

134
00:05:46,430 --> 00:05:48,330
And most damningly of all,

135
00:05:48,330 --> 00:05:49,730
they've thrown the customer,

136
00:05:49,730 --> 00:05:51,430
because I bought this thing,

137
00:05:51,430 --> 00:05:53,330
under the bus.

138
00:05:53,330 --> 00:05:55,630
Despite Apple's careful design,

139
00:05:55,630 --> 00:05:57,510
accidents do happen.

140
00:05:57,510 --> 00:05:59,210
And if a former repair technician

141
00:05:59,210 --> 00:06:01,010
can screw up from time to time,

142
00:06:01,010 --> 00:06:02,370
and trust me, they do,

143
00:06:02,370 --> 00:06:05,390
the end user will too.

144
00:06:05,390 --> 00:06:09,210
So, returning to our community for bright ideas.

145
00:06:09,210 --> 00:06:10,610
We still want to repair this thing.

146
00:06:10,610 --> 00:06:12,530
So we're gonna have a forum thread linked below.

147
00:06:12,530 --> 00:06:15,370
If maybe you know a guy who knows a guy

148
00:06:15,370 --> 00:06:17,490
who can get a board, PSU and display,

149
00:06:17,490 --> 00:06:19,890
or if someone who works at Apple

150
00:06:19,890 --> 00:06:22,740
happens across this video and agrees that,

151
00:06:22,740 --> 00:06:24,860
what, yeah, that is totally unacceptable,

152
00:06:24,860 --> 00:06:26,860
well, we'd love to hear from them too.

153
00:06:26,860 --> 00:06:31,500
For now, we will just continue to stew in impotent rage

154
00:06:31,500 --> 00:06:38,160
over the sheer stupidity of this whole situation.

155
00:06:38,160 --> 00:06:39,500
But only for a little while,

156
00:06:39,500 --> 00:06:41,860
because it always lifts me up

157
00:06:41,860 --> 00:06:44,380
to tell you guys about Squarespace.

158
00:06:44,380 --> 00:06:45,840
Squarespace is the place to go

159
00:06:45,840 --> 00:06:49,200
to build your own beautiful, functional website.

160
00:06:49,600 --> 00:06:50,640
Gorgeous templates,

161
00:06:50,640 --> 00:06:53,140
and they scale to look great on any design.

162
00:06:53,140 --> 00:06:55,480
Squarespace offers 24-7 tech support

163
00:06:55,480 --> 00:06:57,140
via live chat and email.

164
00:06:57,140 --> 00:06:59,200
It starts at just 12 bucks a month.

165
00:06:59,200 --> 00:07:01,360
You get a free domain if you buy Squarespace for the year,

166
00:07:01,360 --> 00:07:03,140
and they've got tons of great features,

167
00:07:03,140 --> 00:07:04,900
including their cover pages feature,

168
00:07:04,900 --> 00:07:06,260
which lets you set up a simple,

169
00:07:06,260 --> 00:07:08,260
one-page online presence in minutes,

170
00:07:08,260 --> 00:07:09,540
their logo designer,

171
00:07:09,540 --> 00:07:11,300
the fact that every Squarespace page

172
00:07:11,300 --> 00:07:13,140
includes an online store,

173
00:07:13,140 --> 00:07:16,340
and the ability to publish from the Squarespace blog

174
00:07:16,340 --> 00:07:18,480
in Apple news format.

175
00:07:18,480 --> 00:07:19,480
So don't take our word for it.

176
00:07:19,480 --> 00:07:21,020
Try out Squarespace.

177
00:07:21,020 --> 00:07:23,220
You can get a 30-day free trial at the link below.

178
00:07:23,220 --> 00:07:25,980
That's squarespace.com slash LTT.

179
00:07:25,980 --> 00:07:28,240
And when you decide to sign up for Squarespace,

180
00:07:28,240 --> 00:07:29,520
you can get 10% off.

181
00:07:29,520 --> 00:07:32,360
Again, that's squarespace.com slash LTT,

182
00:07:32,360 --> 00:07:34,800
offer code LTT.

183
00:07:34,800 --> 00:07:35,740
So thanks for watching, guys.

184
00:07:35,740 --> 00:07:37,180
If this video sucked, you know what to do.

185
00:07:37,180 --> 00:07:38,960
But if it was awesome, get subscribed,

186
00:07:38,960 --> 00:07:39,800
hit that like button,

187
00:07:39,800 --> 00:07:41,840
or check out the link to where to buy the stuff we featured

188
00:07:41,840 --> 00:07:43,200
in the video description.

189
00:07:43,200 --> 00:07:44,660
Also linked down there is our merch storage.

190
00:07:44,660 --> 00:07:45,820
It has cool shirts like this one,

191
00:07:45,820 --> 00:07:48,520
and our community forum, which you should totally join.