I thought I would share my experience of purchasing my first Apple Computer.

I purchased a Mac Mini at the online apple store. I selected the Intel Core Duo with 2gig of ram and 120gig hard drive.

3 weeks later I received my new mac mini. This was reasonable as it was within the time estimated on the Apple Store website.

For 5 days it was fantastic. Best computer I ever used. Then it just went dead (like the power was cut) and never came back.
This was extremely disapointing.

I called up the Apple support line and they directed me to take it to an appler repair centre. I took it to the Apple repair centre the next day.
The repair centre tested and verified it was not the power brick. Likely cause? Probably something on the motherboard died. I asked to have it fixed. Nope - can't do that. It died in less than a week after receiving it so the apple repair centre refused to fix it. I had to call the apple support line and arrange to have it replaced.

Well I was not too happy about that. I spent time taking it down to the apple repair centre like phone support said to.
Anyway, I callled up the support line and was directed to Order Management section of the Apple Online store. They organised for a courier to pick it up and they would ship out a replacement to me.

Well the courier picked it up. It arrived in Sydney (from Adelaide) the very next day - but the courier did not deliver it for another week! That was very poor service. Apple should use next day delivery.
Only once apple received the old one did they start procesing the replacement request! Thats a whole week they had to get a replacement unit together but did nothing! Instead I had to wait for up to 8 business days while a new one was built.

So two weeks after they receive the broken I finally receive my replacement computer (thats today - friday).
I check the box - looks good. The specifications look correct.
I check the text on the bottom of the mini - specifications look correct.

I boot it up and :-(
The system profier reports that there is only 1gig of RAM when it should have 2gig.
A one gig stick in Slot 0 and no mention of slot 1.
Looking at this my guess is some stupid fool just left slot 1 empty.

WHAT A DISGRACE! I expected far more from apple computers.
I call up Apple Order Management right away (about 5:30pm). All I get is a recorded message that says call back between 8am-8pm monday-friday.
Thats right, at 5:30pm they are closed when the recorded message says open until 8pm.
Tried calling tech support - they just said I may as well box it up again and call Order Management back on monday morning.
Now I have another weekend of not knowing what is going on.

I'm just so disgusted with Apple.
At this point I either want an engineer onsite to put the missing stick of ram in OR a complete refund. I am not waiting another 3 weeks waiting for another new one. Its just unacceptable. Its been at least 7 weeks since i placed the original order and I still don't have a working computer made to the specifications I ordered.


Anyone else had similar experiences?

thats a shame that has happened


i hope somebody can correct/confirm this with me.. if i purchased an apple computer online, can i go to any apple authorised store to get it repaired?

NOPE NEVER HAD AN ISSUE.

Ever thought that Apple do use overnight courier but your product was misplaced by the courier???

Ever though with 1000 of pcs passing through their hands daily that human error is at fault over the missing ram??

Ever thought life sucks and you have just had a bad experiance that my never happen again if you choose to keep the mini and continue to use Apple stuff??

Its the only place you can get it repaired. Apple Australia don't fix any Macs, just replace DOA ones.

Sorry to hear the bad experience CaptainComic.

I think Dell, ACER, or any other PC are more your style. Apples Suck Ass anyway. Screw em. And stick the boot in while your at it, it will make you feel better.

Ring Apple Care ask to Speak to a Ben Nurmi, tell him Eroda said to fix up the problem

Apple support isn't as good as some companies - Dell's support is terrible, but they subcontract local support. The subcontractors are (generally) fantastic, so if you can get through the "generic response email" gauntlet, you're on track. Unfortunately Apple seem to be much more "in house" with their support. I haven't ever actually had a problem with anything from Apple that wasn't my own fault, so I've got nothing to complain about.

CaptainComic: you really need to think of the ways in which you might be able to get your problem solved, rather then venting about how "Disgraceful" Apple are. Apple shipped over 1 million macs in the last quarter, and there are very few stories like yours. Keep that in mind. That's not an excuse for crap support, it's just that there must be thousands of people who DON'T have any problems with them. People who have a good experience are much less likely to report it on a forum then people who have a bad one.

I am really sorry to hear of your bad experience

Yes I know you are right.

I still think people should think twice from buying from the online store. Its really too hard to get things fixed or replaced.


In response to Mechon, because the computer died so quickly it was classified as DOA. This means that a repair centre will not repair it and I had to ship it back for replacement. Had it died a few weeks after purchase then it would have been repaired.

So what can people suggest as solutions when I call Apple Support on Monday?

Any idea if I need to ship the whole thing back to them again. I really don't want to do that because it takes so long.

Can they get a local apple reseller to fix it up and insert the missing stick of memory?

Can they send out an on-site repair man to fix it up?

"Apple shipped over 1 million macs in the last quarter"

Yes, but that wouldn't be in Australia...

Having been a cog in a wheel in "big business", (or more often, the repairer of bad cogs) I know how human error can totally screw one person and yet leave others more than happy.

CaptainComic, I don't see why an AppleCentre couldn't instal the extra Gig for you, but of course, that almost sounds too easy...

The problems you have encountered are certainly disappointing.

While I haven't personally had any problems with Apple products my ex-girlfriend had issues with an iMac and an iBook.

On the iMac front the machine was Dead On Arrival. Apple spent about an hour on the phone with her to confirm this. It was, as I diagnosed, the Power Management Unit. They agreed, readily, to replace it. They sent a courier to pick it up and in about 4 weeks a new one was delivered.

The iBook was replaced after 2 years and 4 repairs. No questions asked.

The primary issue, the thing that took the time with the replacement was that the machine was built to order, and so a new one had to be built. Like the iMac that we had replaced.

The lack of RAM is really a big issue. That is very, very unfortunate. I am sure they will send you a stick to install yourself, or organise to go to a repair centre and get it installed.

Sometimes Apple are great, other times they are awful. I still love them.

like i said Call Apple Support tomorrow around 11am Syd Time ask to speak to Ben Nurmi, tell him youve been stuffed around give him your details etc and he will sort it ou.. remember eroda sent yah

Thanks for the replys so far everyone.

Unfortunately the Mac Mini models are completely sealed so there is no way I could install it myself if they shipped me a stick. Plus i'm certain it would void my warranty anyway.

I just hope they can organise a replacement stick and someone to install it with a minimum of fuss.

I guess most people have no problems or there would be more posts like mine. It just really really sucks that I get a unit that dies then a replacement that is missing hardware.

Hi eroda,

I have nothing to lose so I guess i'll give it a shot. The Apple Store order management area is not open on weekends but if this guy can help me out I'll try giving him a call.

I'll be sure to say eroda send me :-)