I must start at the beginning, for those of you who have not been following my reported travails in this situation through my Facebook and Twitter posts over the last couple of months.
Almost two months ago, electricity surged through my building and killed my iMac. At least that is what I thought had happened. I don’t actually know what happened. I had three other laptops on, plugged into the same surge suppressor, hard-drives plugged in all over, and none of them experienced any problems. I have had problems in the past with hard-drives and have often been advised by friends to try out the services of companies like DriveSavers who offer data recovery for various devices.
However, in searching forums online, I found numerous people reporting similar or close enough for me to figure something serious was up. Bottom line, my computer that had never given me trouble previously, suddenly went AWOL. And has remained decidedly so ever since.
I boxed it up the next day, and had to endure the humiliation of having my mother pay to send it back to California, where my dear friend took it into Apple for repair or replacement. Times like this make me wish I lived in Australia, there’s companies over there that’ll come to you to do your Apple Mac repairs, and when you read this whole story you’ll understand why that would be so helpful.
By the time it got there–admittedly a while after I sent it–it was out of warrantee. When I sent it, it was under warranty, but by the time Apple saw it, it was out of warranty. That aside, Apple agreed to honour the warranty, because when it arrived in California, my friend was travelling and it could not be brought in time. It was only a week or so out of warranty in any case. Nothing to scream about, they’re known to help people out like me. If it wasn’t for the generosity of them I would have had to have the iMac sent to somewhere else in California such as Longmont Mac Repair, a third-party repair service, it probably would have been cheaper to repair too.
Apple opted not to replace it, but instead ordered a new logic board with the integrated upgraded NVidia GeForce card I ordered with the machine, a new power management unit and a new screen.
They boxed it up, my friend collected it and sent it back to me.
By this time, it had been gone for almost six weeks.
My finances were decimated by this. I needed the machine to work to capacity, and neither of the two laptops here are more than web browsing machines, and only one of them really useful. None can power the tool kit that I use to do what it is I do every day.
I lost both my main contracts, had to turn down a couple projects because I knew I couldn’t do them justice, and basically by this point, when it got back from California, I was dead broke and living off of the charity of friends and my family.
Did I mention I had to pay almost $1000BDS to get it to and from California? Adding to the state I was in?
Let me describe it to you. I’ve been going hungry so my child could eat. We went without enough food for weeks while this machine was being repaired. My electricity was on the verge of being disconnected, my Internet access WAS disconnected, and my landlord had to wait weeks for me to collect enough small amounts to pay my rent. My mother and 89 year old grandmother paid my son’s school fees so I could keep him in school, and well I cried a lot at my own wretchedness.
I am crying as I type this, because this story is so not over.
So four Wednesdays ago, my computer gets back from California, and thankful to all I consider holy, I eagerly unpacked it, ready to climb my way out of my situation the way I always do, with hard, hard, hard, hard work.
I booted up, and my computer began to behave erratically. Blue screen of death, grey screen hangs, black outs, weird vertical lines. I fought with it for days, tried every trick in my arsenal, combed every useful forum I knew looking for ways to solve what was going on.
In the end I admitted defeat, called Apple and burned up some SkypeOut minutes, they walked me through everything they could think of, and yet it still did not work. I followed up on a lead, and called in the best Apple Support guy on the island, who walked me through some stuff, suggested I swap the RAM.
In this experience, I can only say that my faith and the unbelievable kindness that I am a beneficiary of on a regular enough basis to tell you I know that I am a charmed child, despite the horrors of this story.
A friend of mine, BOUGHT me new memory, since I didn’t have a crumb, and by this time was surviving on what my mother could siphon from her larder, and I had been going days without eating more than crackers.
He brought them for me, I installed them, and it improved the performance but did not solve the problem.
The Apple Support guy came out, re-installed the OS from scratch, and while he was beginning to work with the machine, the weird glitches and ticks continued.
He declared this a hardware problem, and that there was nothing more he could do for me.
After calling up Apple again, they said the repair had a 90-day warranty, and the parts a one-year warranty, so if I could just find the money (out of my ass right) to get it the closest Apple Repair Centre, they would fix it.
It took me almost a week to scrape enough money together to send it to F1 Connect in Trinidad. Off it went. And there it’s been up to the point i am typing this.
The did all kind of diagnostics and that alone took a few days, and they declared it to be a fault in the logic board. That was TWO Fridays ago.
Last week was a two day week, as there were three public holidays, but the replacement logic board was ordered last Wednesday. It arrived yesterday, was installed yesterday, and guess what?
My machine is still behaving strangely, the screen is now apparently showing dark and they’ve ordered a new one. They’re also testing it again to see if the problem is rectified, but the guy said it’s the worst machine his shop has ever seen, and there is no rhyme or reason to these issues.
So, wait! WAIT, WAIT, WAIT, WAIT, WAIT a minute!
Right now as I type this, more parts have gone into this computer than what it was orginally worth, and for the last two months my child and I have been struggling to survive while all this has been going on, and they STILL don’t have a clue what’s going on with it.
The thing that bothers me the most, is the Apple Store in California. How could they gut out this machine and pretty much replace every component of any value in it, and not even check to see that it was WORKING properly before they sent it back? Does that make sense to you?
I feel a level of hysteria that it is only the sheer force of my considerable will is battling down.
Not because this has been inconvenient. It has certainly been that, but I am still in that hard place. Struggling to keep my child fed and in school and the roof over our heads, and my ability to do that is entirely bound up with the iMac now in Trinidad.
I feel completely powerless, and I don’t know who to reach out to to ask for help. I need to work. I don’t want a hand out, I just want to work. I need my computer to work.
Why can’t Apple just send me a new computer?
It’s not like I don’t evangelise. Ask anyone who has met me in the last 15 years if I waste an opportunity to rave about Apple and the Macintosh. I sold the first iMac ever in Barbados in 1998. The iMac currently breaking my heart is my seventh Apple computer. And I will buy Apple again. I will always buy Apple. I am one of those die-hard Apple brain-washed folks people sneer at, don’t get, but who will preach the Mac Gospel as long as Apple keeps producing beautiful operating systems and beautiful machinery. All I can say is I have never experienced anything like this with any other Apple I have ever owned.
Even after this, I will never shift from my Macintosh environment to any other type of OS. My life’s work is bound up with Apple technology and the Mac Os platform. I feel no regret or remorse whatsoever in buying that iMac. I certainly feel no shame for being a Mac Geek.
It takes a special kind of grit to be a Mac Geek in the Third World. You live in an obtuse PC environment, with very little support of any kind, and few repair centres in the environs. Your equipment is more expensive because of shipping, your avenues for recourse more limited. I am what you call hardcore Apple faithful. Not even this will change that.
But this is breaking my heart. All I can do is cry and cry, because the one thing I want to do is work and earn enough to keep my little boat with me and my little boy in it afloat, and for two months I’ve not really been able to do that. I’ve dipped under the water so many times, holding my breath while pushing my child’s head above water. That’s the way it is suppose to be.
So I face losing my apartment now, and am desperately trying to figure out how to keep my boy at school. We’re getting lower and lower on food supplies again. I have been hanging on and hanging on hoping the computer would return by next week. Since this does not seem likely, I face losing what little project work I’ve been holding on (and off on) because a client will only be patient with your drama just so long, and then what?
What happens to my life in two weeks? I really don’t know what to say. I just have faith that something can and will turn around for me.
At this point, I think Apple should just send me a new computer, because I cannot see how pouring more parts worth more than the machine, is productive or efficient. Neither do I think I can sustain what is shaping up to be another three week wait. I am just barely managing my panic thinking about it. I cannot ask my mother to help me, she’s exhausted what funds she had to help, and is now also struggling with her finances because she has been helping me so much.
So this is me… in a proper righteous fret, but trying really hard not to let this newest delay… do what? Do what? Depress me, frighten me, worry me? I am already doing that. I am a single mother and not being able to support us is the thing that frightens and scares me most in life. What I won’t let it do is destroy my faith in myself, or in Apple.
I just want a machine I can work on. Really work on. I just want to get back to work.
UPDATE —- 10/02/09
Thank you to all those who have been retweeting the link to this post or writing about it in their own blogs.
Please also see Taran’s post about this.
I have NO DESIRE to rake Apple over the coals, and I am still a loyal Apple user. I am not taking any suggestions that include buying a PC. This is largely because Windows is not the solution to my problem, and in fact while I will not refuse any donation of a computer strong enough to run my apps or comparable ones, I will not willing purchase a PC. It’s not as personal as you think…. well maybe it is.
I also need to say that the guys at F1 Connect in Trinidad have been thorough and trying hard to resolve this, but after three weeks of diagnostics and now a second part ordered (screen), and their declaration of my Mac being the worst machine they’ve ever had in the shop, is telling me a lot. Not sure if it’s fair to keep them banging their heads against it, when the cheapest solution is to replace it.
The bottom line is, I do not have the means to purchase a replacement computer, and I need this to be resolved with as much swiftness and consideration as possible. I don’t have another month to languish while this continues.
To that end I am urging all those who have expressed an interest in helping me, to share this post on facebook, and to retweet my statuses on this, or link to it in your blog so that Apple can see how serious this is for me and possibly be moved to help.
I am trying to find an Apple exec somewhere, anywhere willing to listen to this story and act to help me. I do not have the luxury of waiting for the traditional ‘fourth repair’ before replacement, since I am barely scraping by right now, and I have to ship internationally every time. This seems unfair to me.
UPDATE 2—– :
The content of the email:
Greetings from Barbados,
My Apple repair case #: 135272623
Repair #: R25307772
This is the story of real woman in the Third World, with a real child to feed, facing real issues and it is within your power to HELP ME!
Please follow the link to my blog post, http://ff.im/-9583J as it will give you the HUMAN story behind the Case number and Repair number.
I am trying to get someone’s attention. I do not have the luxury of going through either another month’s wait for this to be resolved, or for it to be sent for repair over and over or the means by which to replace my computer.
Someone please help me… It is within your power to do so, and this is becoming more and more urgent with each passing day.
———- Forwarded message ———-
From: ndelamiko lord
Date: Fri, Oct 2, 2009 at 8:11 AM
Subject: iMac Heartbreak: Fear & Worry For My Family
I am writing to you at a suggestion from a friend of mine. I am a single mother of one little boy, living in the Caribbean. I am facing frightening circumstances, and dealing with the very real possibility of unemployement (and I am self-employed!) and displacement because of Apple’s shoddy repair job on my iMac.
I would like to invite someone at your publication to read the blog post I wrote last night: http://ff.im/-9583J
I have begun an Twitter retweet and facebook share post campaign trying to get the attention of the people at Apple, and I could really, really use some help with this.
I know you are probably very busy, but any attention you pay to this would be greatly appreciated!
My regards and respect for your work,
Writer/Web & Metaverse Developer
Second Life: http://www.kikolife.com