That was how Anthony got tasked with taking our iMac Pro
to the Apple store for repairs.
Only one small problem.
They refused to fix it.
And we're not even talking warranty service.
We understood we would have to pay.
We wanted to pay.
And they outright refused to fix it.
How the f*** does that even work?
Because that was back on January 30th, two months ago.
And our machine is still not repaired.
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Our story begins with Anthony's first interaction with Apple support.
It was pretty pleasant, all things considered.
Apple representative Andrea was very sympathetic.
But for some reason, she couldn't give us any guarantee
that they could actually do anything.
That should have been a bright red flag.
But when Anthony and Tyler later returned
from dropping off the Pro at the local Apple store,
they told me that, well, they smiled,
told us they'd order the parts,
and get us back up and running in a jiffy.
Our iMac Pro review actually ended up coming together
pretty well in spite of our limited ability
to get additional B-roll footage.
So all we could do at this point was wait for our repair.
Then, a couple of days later,
the Apple store sent a follow-up email
letting us know that we could come pick up our computer and...
Sorry, what?
Right?
Have you responded to this yet?
This is...
No, I've got to...
This is completely unacceptable.
No, we've got to...
This is through email?
Get in touch with them some other way.
Get Ivan to...
We still have, like, three or four videos
to make with this thing.
Yeah.
Okay.
Just see what you can do.
What does this even mean?
If they are unable to obtain the parts,
they wouldn't be able to repair the iMac.
Oh, gee, thanks, Jesse.
So, what?
At this point, what are our options?
There's just no recourse
if we can't get an Apple-authorized service provider
to obtain...
the parts, and these are parts
that Apple wouldn't even send to their own store.
Yeah, I will contact an AISP.
Ed mentioned he knows a guy,
so maybe we can even get a bit...
Are you guys following this so far?
We thought there must have been
some kind of misunderstanding.
Remember, we're paying for the repair after all.
But the Apple store confirmed
that they were unable to fix it
because HQ wouldn't send them the parts they ordered
and that our only option
was to come and get it back
unpaid.
And that's what we're doing now.
So, we're going to go ahead and get the parts
that Apple didn't even touch.
And it actually gets even better from here.
Because we asked, well,
if Apple themselves can't fix our computer,
who can?
And we got told that the only option
was to bring it to a third party,
an Apple-authorized service provider.
So, since there's no way for us
to order new parts from Apple directly
and fix it ourselves,
we reached out to one.
The new update,
they can order the part,
but for them to approve the sale,
they need someone with Apple pro certification.
And unfortunately that doesn't exist yet.
And let me guess,
even if it did,
if they ordered it
and just gave us the parts,
they'd lose their certification.
Yep.
So Lewis Rossman,
you remember that guy, right?
He showed me the right way to fix BGA solder joints.
So, so he's
constantly, constantly fixing some parts.
complaining about Apple pulling crap like this,
but not being someone who repairs Apple's products
for a living, I always kind of figured
it was mostly shop talk.
However, as someone who now has to repair an Apple product
in order to flip it on Craigslist,
no, I don't believe that anymore.
It's absolutely real.
Like, I get it.
What Apple's done here is to release a brand new platform
that they are unwilling and or unable to provide support for.
I mean, yeah, we broke it, we get that.
But I mean, imagine this in some other industry.
Imagine if you bought a brand new car
and drove it into a lamp post as you were leaving the dealer.
Then both the dealer and your third party insurer
said that they,
couldn't fix it
because the parts and the repair manual don't exist.
As far as we can tell right now,
they expect us to just roll over
and accept that our workstation
is now essentially just a collection of pretty rocks
for some indeterminate amount of time
because they released a product
without the training or support structure necessary
to actually support it.
They've thrown their support staff under the bus.
They've thrown their authorized service providers under the bus.
And most damningly of all,
they've thrown the customer,
because I bought this thing,
under the bus.
Despite Apple's careful design,
accidents do happen.
And if a former repair technician
can screw up from time to time,
and trust me, they do,
the end user will too.
So, returning to our community for bright ideas.
We still want to repair this thing.
So we're gonna have a forum thread linked below.
If maybe you know a guy who knows a guy
who can get a board, PSU and display,
or if someone who works at Apple
happens across this video and agrees that,
what, yeah, that is totally unacceptable,
well, we'd love to hear from them too.
For now, we will just continue to stew in impotent rage
over the sheer stupidity of this whole situation.
But only for a little while,
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So thanks for watching, guys.
If this video sucked, you know what to do.
But if it was awesome, get subscribed,
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