Saturday, August 20, 2005

Apple makes nice. I make mean.

Our quirky iMac G5 had a little smoking problem back in April. It took weeks to fix, and I did my best to pressure the company into some kind of compensation but was briskly rebuffed.

Thousands of smoking iMacs later, Apple has come to their senses and is offering a partially extended warranty (it only covers the most poorly designed components). I’m thrilled about the protection, but even more exciting is the opportunity to get my revenge on a certain pencil pusher:

August 20, 2005

Patrick Ekstrand
Corporate Executive Relations
Apple
1 Infinite Loop
Cupertino, CA 95014

Dear Mr. Ekstrand,

I am delighted to learn of the “iMac G5 Repair Extension Program for Video and Power Issues.” As my own iMac G5 had an overheating and smoking problem in March — a “power issue” you could say — I am relieved to see that repairs will be covered if the problem returns in the next year and two months.

Such a repair extension is exactly what I was asking for when I contacted you via the Better Business Bureau last April. In my opinion (though I am only a software programmer), a computer that has overheated to the point of visible smoke has a greater future risk of failure from partially damaged components. Furthermore, it is exceedingly rare for desktop computers to overheat. Such a serious malfunction suggests that multiple components were poorly designed and may prove faulty later.

(Please see attached copy of your response.)

Following your refusal of any compensation, I was particularly troubled by your last remark, “Apple considers this matter closed.” What callous arrogance! I suppose you can consider any matter you want closed, but if you sell enough people smoking computers, those matters have a way of opening themselves up again.

Thanks for the repair extension, and good luck closing other matters that cross your desk.

The Smug Doctor Barnett