Apple's support for the iMac Pro is below par, according to Quinn Nelson

[D13H4RD]

Well, another not so great news for Apple's usually-above-and-beyond support. 

 

When you buy a computer that's $5000+ and is part of a "Pro" line that has historically received top-tier support from AppleCare and Genius Bar representatives, you'd expect top-tier support from Apple like the Mac Pro, right? 

 

Well, apparently not. 

 

According to Quinn Nelson, of Snazzy Labs, after using the VESA mount that Apple sells, when attempting to remove it from his iMac Pro and putting the stand back on, one of the screws broke off relatively easily despite not being overtightened. 

 

Obviously, first thing he did was phone AppleCare, which to his surprise, the rep told him that the VESA mount was not an Apple-made product and was actually an OEM and should have repairs done by said OEM, although he did not give the relevant number for it, despite the manual for the VESA mount having Apple's support hotline number. 

 

No issue, right? Just take it to the Genius Bar and all will be solved. Well, sorta. 

 

Despite initially going to plan, the repairs took longer than expected and it was at that point where Quinn was notified that despite the iMac Pro being out in the market for 6 months, little people have had training for it. Now, I get it. It's not reasonable to have everyone trained for an iMac Pro repair but some specialists would definitely have been nice. 

Quote

First of all, that VESA mount was the whole entire repair. 

Second of all, how can the Genius not know that it's removable?? Trained on the iMac Pro or not, that's literally something sold in the store! 

Quite a while later, when Nelson finally got his machine back, he noticed that the stand itself was broken. However, the Genius, when notified, ordered a new stand, so crisis sorta averted. 

However, when examining his iMac and attempting to get the VESA mount off to fit the stand, one of the screws easily sheared off again, putting it back to square one. There were also heavy scratches around the area. 

I don't know what else to say, but this level of support is honestly really appalling for a machine aimed towards professionals, ones who probably want a quick turnaround time and their machines handed back without extra damage. This was completely different from Linus' case as this was a result of a set of flawed VESA mount screws, not an unauthorized disassembly. 

 

Apple needs to buck it up because they used to be the gold standard years ago. In fact, this quote from Nelson says everything. 

Quote

But I've been buying Apple Pro machines for years and I've always, ALWAYS, received top-tier support. In fact, Apple has historically gone above and beyond to make sure their pro users are happy. 

 

When my out-of-warranty Mac Pro GPUs burned up, they replaced them. 

 

Back when I had my Trashcan Mac Pro, every time I called for support, I immediately got to a high-tier advisor. No phone tree, no wait required. 

 

But not anymore. I'm just a regular customer, with a machine nobody knows how to fix

 

[D13H4RD]

An extra from an ex-Genius

[Mooshi]

2 minutes ago, D13H4RD2L1V3 said:

An extra from an ex-Genius

"Genius's"

>s's

"Genius"

[mr moose]

Just now, Mooshi said:

"Genius's"

>s's

"Genius"

*theyir're

 

 

 

On topic,  Apple: the only computer company in the world that can't fix their own product.

 

 

[Wh0_Am_1]

Yeah, stuff like this from Apple appears to be occurring on a much more frequent basis as of late, and when it comes to a business like Apple the trust of their customers is everything, if they lose their stellar reputation in the eyes of the average Joe then they are nothing. Let's see how much longer Apple can keep this trash up before it starts to hurt.

[GDRRiley]

Not at all surprised. for a while I thought this may just be apple Canada but it looks like it is apple as a hole. 

[D13H4RD]

14 minutes ago, Wh0_Am_1 said:

Yeah, stuff like this from Apple appears to be occurring on a much more frequent basis as of late, and when it comes to a business like Apple the trust of their customers is everything, if they lose their stellar reputation in the eyes of the average Joe then they are nothing. Let's see how much longer Apple can keep this trash up before it starts to hurt.

It's depressing because they used to go above and beyond. 

 

Now even when you buy their top-of-the-line products, you're apparently treated like the guy who bought the base model 

[Wh0_Am_1]

Just now, D13H4RD2L1V3 said:

It's depressing because they used to go above and beyond. 

 

Now even when you buy their top-of-the-line products, you're apparently treated like the guy who bought the base model 

Yes, and considering what demographics they cater to, being sub-par may cost them everything. It may take years or even a decades but if they continue to harass their customers, there is only one path in their future, and it isn't pretty.

[D13H4RD]

2 minutes ago, Wh0_Am_1 said:

Yes, and considering what demographics they cater to, being sub-par may cost them everything. It may take years or even a decades but if they continue to harass their customers, there is only one path in their future, and it isn't pretty.

While I hope they'd address this, humans tend to be forgetful. 

 

Unless it keeps happening regularly, whenever Apple launches a new iPhone, it's just going to sell regardless of what earlier controversy erupted. 

 

I just want Apple to go back to what they used to be in terms of support. Make customers feel like an asset and not like consumers 

[Wh0_Am_1]

1 minute ago, D13H4RD2L1V3 said:

While I hope they'd address this, humans tend to be forgetful. 

 

Unless it keeps happening regularly, whenever Apple launches a new iPhone, it's just going to sell regardless of what earlier controversy erupted. 

 

I just want Apple to go back to what they used to be in terms of support. Make customers feel like an asset and not like consumers 

It may sell for now, but and that controversy may not seam to faze them, it is eating at their foundations, and if they do not fix this issue one day it will collapse, and bring the company with it, it is not a matter of if it is a matter of when. 

[mr moose]

1 minute ago, Wh0_Am_1 said:

It may sell for now, but and that controversy may not seam to faze them, it is eating at their foundations, and if they do not fix this issue one day it will collapse, and bring the company with it, it is not a matter of if it is a matter of when. 

All empires collapse.  It's a telling day when the company that makes a $500 laptop has better warranty repair service than a company that makes a $5000 PC.

[D13H4RD]

1 minute ago, mr moose said:

All empires collapse.  It's a telling day when the company that makes a $500 laptop has better warranty repair service than a company that makes a $5000 PC.

It's sobering 

[karsnoordhuis]

im sorry apple, but this isnt a pro product. its just an over marketed, high priced consumer product.

pro products start at pro support and solid products that can be tossed about a bit (for laptops i mean). 

[D13H4RD]

Come to think of it, don't companies like Dell and HP have a separate support line for enterprise products? 

[Gawron10001]

I was about to post it.

 

The shit coming out of apple is finally hitting them hard, Linus video, now him, the whole thing that they knew that iPhone 6 will bend, I'm really curious if people will ever stop buying apple products

[mr moose]

17 minutes ago, Gawron10001 said:

I was about to post it.

 

The shit coming out of apple is finally hitting them hard, Linus video, now him, the whole thing that they knew that iPhone 6 will bend, I'm really curious if people will ever stop buying apple products

not while android is a big pile of shit to transition to.

 

And before people try to tell me this is wrong.  The reason ios is easier for the average person to use is because it has  less options and is more tightly controlled (less to go wrong and clutter the settings with).  You being a tech fan might prefer android for this reason, But you can bet your arse the average house wife just wants her facebook to work.

[TechyBen]

4 hours ago, mr moose said:

*theyir're

 

 

 

On topic,  Apple: the only computer company in the world that can't fix their own product.

 

 

Because it's broken by design. (I've seen lots of companies decide that a certain "way" or "thing" is needed, needs, must, be this broken thing)

 

Locked down versions of Android can and do exist.

[Salv8 (sam)]

they call themselves genius's but in reality they follow poorly written manuals created by idiots that can't tell the fucking difference between a spoon and a world famous slap from penguinz0 (now to get slapped by him is a honor but that is beside the point)

 

the only company in the world with a networth of 1 billion dollars?

bah!

they are worth less than a mole on my genitals...

[suicidalfranco]

waiting for @DrMcintosh to tell us everything he did, he did it wrong and Apple has no blame on the matter

 

OT: Should have used glue, it's more premium than screws in the first place.

[Not_Jony_Ive]

Why would we fix your machine when you can always buy a new one?? 

Just saying...

 

/s

 

[mrchow19910319]

Class action lawsuit incoming .... 

 

Also dont get a imac pro.... 

[D13H4RD]

2 hours ago, mr moose said:

not while android is a big pile of shit to transition to.

 

And before people try to tell me this is wrong.  The reason ios is easier for the average person to use is because it has  less options and is more tightly controlled (less to go wrong and clutter the settings with).  You being a tech fan might prefer android for this reason, But you can bet your arse the average house wife just wants her facebook to work.

This is correct, actually

 

When my sister bought her iPhone 8 Plus and gave it to me in order to set it up, all I needed to do was get her old 5s, back it up to my system via iTunes and then restore that backup into the 8 Plus. When done, the 8 Plus was at that exact spot where she had left her 5s behind. Yes, iTunes is a pile of crap, but it's still pretty painless, with the only painful part being my slow as molasses network connection to download a critical iOS patch 

 

Android is a mess in that regard, even within itself since it's a fragmented mess of different pieces of software that only work for some devices 

[Tech Enthusiast]

54 minutes ago, D13H4RD2L1V3 said:

This is correct, actually

 

When my sister bought her iPhone 8 Plus and gave it to me in order to set it up, all I needed to do was get her old 5s, back it up to my system via iTunes and then restore that backup into the 8 Plus. When done, the 8 Plus was at that exact spot where she had left her 5s behind. Yes, iTunes is a pile of crap, but it's still pretty painless, with the only painful part being my slow as molasses network connection to download a critical iOS patch 

 

Android is a mess in that regard, even within itself since it's a fragmented mess of different pieces of software that only work for some devices 

Uhm, but what you just described works 1:1 exactly the same for every Android i have used up to now.

Hell, when i was switching from an iPhone 5s to a Galaxy it was just the same procedure. 

 

Plug in old phone, plug in new phone. Copy -> Paste stuff.

 

I agree on the part about Apple offering way less options, so people get less confused, but not everyone gets confused by optional options (duh!).

Even my 80 year old mother feels more comfortable with a galaxy over her old iPhone. She can adjust what she wants and ignore what she does not need.

 

Back on topic tho: 

When paying 5000 bucks for a thermal throttling PC, i would kind of expect to not have basic screws break on me as well.

You basically pay for the illusion of a PC, and get something different. So sad how apple went after the one person passed away.

[Carclis]

Ummmmm... You're mounting it wrong?

[D13H4RD]

15 minutes ago, Rattenmann said:

Uhm, but what you just described works 1:1 exactly the same for every Android i have used up to now.

Hell, when i was switching from an iPhone 5s to a Galaxy it was just the same procedure. 

 

Plug in old phone, plug in new phone. Copy -> Paste stuff.

Well, if you used Smart Switch, that's exactly what I mentioned. 

 

It's for Samsung phones. It won't work the same on other Androids.

 

I've always asked for a truly universal backup and restore feature. To date, only Titanium Backup has actually succeeded, but it's been around for years