WEBVTT

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That was how Anthony got tasked with taking our iMac Pro

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to the Apple store for repairs.

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Only one small problem.

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They refused to fix it.

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And we're not even talking warranty service.

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We understood we would have to pay.

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We wanted to pay.

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And they outright refused to fix it.

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How the f*** does that even work?

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Because that was back on January 30th, two months ago.

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And our machine is still not repaired.

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This one gets interesting.

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And you know what else is interesting?

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Mack Weldon.

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Mack Weldon makes great underwear, t-shirts, socks, wallets, and more.

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They believe in simple shopping.

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And if you use offer code TECHTIPS, you'll get 20% off on their store.

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Our story begins with Anthony's first interaction with Apple support.

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It was pretty pleasant, all things considered.

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Apple representative Andrea was very sympathetic.

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But for some reason, she couldn't give us any guarantee

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that they could actually do anything.

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That should have been a bright red flag.

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But when Anthony and Tyler later returned

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from dropping off the Pro at the local Apple store,

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they told me that, well, they smiled,

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told us they'd order the parts,

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and get us back up and running in a jiffy.

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Our iMac Pro review actually ended up coming together

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pretty well in spite of our limited ability

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to get additional B-roll footage.

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So all we could do at this point was wait for our repair.

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Then, a couple of days later,

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the Apple store sent a follow-up email

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letting us know that we could come pick up our computer and...

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Sorry, what?

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Right?

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Have you responded to this yet?

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This is...

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No, I've got to...

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This is completely unacceptable.

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No, we've got to...

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This is through email?

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Get in touch with them some other way.

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Get Ivan to...

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We still have, like, three or four videos

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to make with this thing.

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Yeah.

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Okay.

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Just see what you can do.

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What does this even mean?

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If they are unable to obtain the parts,

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they wouldn't be able to repair the iMac.

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Oh, gee, thanks, Jesse.

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So, what?

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At this point, what are our options?

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There's just no recourse

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if we can't get an Apple-authorized service provider

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to obtain...

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the parts, and these are parts

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that Apple wouldn't even send to their own store.

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Yeah, I will contact an AISP.

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Ed mentioned he knows a guy,

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so maybe we can even get a bit...

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Are you guys following this so far?

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We thought there must have been

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some kind of misunderstanding.

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Remember, we're paying for the repair after all.

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But the Apple store confirmed

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that they were unable to fix it

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because HQ wouldn't send them the parts they ordered

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and that our only option

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was to come and get it back

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unpaid.

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And that's what we're doing now.

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So, we're going to go ahead and get the parts

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that Apple didn't even touch.

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And it actually gets even better from here.

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Because we asked, well,

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if Apple themselves can't fix our computer,

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who can?

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And we got told that the only option

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was to bring it to a third party,

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an Apple-authorized service provider.

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So, since there's no way for us

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to order new parts from Apple directly

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and fix it ourselves,

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we reached out to one.

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The new update,

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they can order the part,

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but for them to approve the sale,

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they need someone with Apple pro certification.

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And unfortunately that doesn't exist yet.

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And let me guess,

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even if it did,

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if they ordered it

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and just gave us the parts,

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they'd lose their certification.

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Yep.

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So Lewis Rossman,

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you remember that guy, right?

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He showed me the right way to fix BGA solder joints.

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So, so he's

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constantly, constantly fixing some parts.

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complaining about Apple pulling crap like this,

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but not being someone who repairs Apple's products

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for a living, I always kind of figured

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it was mostly shop talk.

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However, as someone who now has to repair an Apple product

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in order to flip it on Craigslist,

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no, I don't believe that anymore.

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It's absolutely real.

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Like, I get it.

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What Apple's done here is to release a brand new platform

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that they are unwilling and or unable to provide support for.

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I mean, yeah, we broke it, we get that.

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But I mean, imagine this in some other industry.

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Imagine if you bought a brand new car

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and drove it into a lamp post as you were leaving the dealer.

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Then both the dealer and your third party insurer

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said that they,

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couldn't fix it

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because the parts and the repair manual don't exist.

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As far as we can tell right now,

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they expect us to just roll over

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and accept that our workstation

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is now essentially just a collection of pretty rocks

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for some indeterminate amount of time

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because they released a product

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without the training or support structure necessary

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to actually support it.

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They've thrown their support staff under the bus.

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They've thrown their authorized service providers under the bus.

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And most damningly of all,

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they've thrown the customer,

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because I bought this thing,

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under the bus.

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Despite Apple's careful design,

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accidents do happen.

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And if a former repair technician

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can screw up from time to time,

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and trust me, they do,

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the end user will too.

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So, returning to our community for bright ideas.

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We still want to repair this thing.

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So we're gonna have a forum thread linked below.

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If maybe you know a guy who knows a guy

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who can get a board, PSU and display,

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or if someone who works at Apple

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happens across this video and agrees that,

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what, yeah, that is totally unacceptable,

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well, we'd love to hear from them too.

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For now, we will just continue to stew in impotent rage

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over the sheer stupidity of this whole situation.

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But only for a little while,

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So thanks for watching, guys.

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If this video sucked, you know what to do.

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hit that like button,

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