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  1. #1
    First Mac computer arrived today: DOA
    So my first Mac computer arrived today, a new 27" 5k iMac, mail-ordered from an authorized dealer.

    It appears to be DOA. When you power it up, it chimes, but the screen remains blank. The fans run at full speed. After a while it starts talking about doing a voice-mode setup.

    Is this normal? I assume not but I ask, just in case.

    So far I am not pleased, not by a long shot. $3,500 is a lot of money for a broken computer.

  2. #2
    First Mac computer arrived today: DOA
    chscag's Avatar
    Member Since
    Jan 23, 2008
    Location
    Keller, Texas
    Posts
    59,334
    Your Mac's Specs
    2017 27" iMac, 10.5" iPad Pro, iPhone 7+, iPhone 8, Numerous iPods, Catalina
    Rep Power
    54
    You're right. That's a lot of money for a computer that doesn't work. (No, it's not normal.) Sorry for your trouble but it is under warranty so send it back and have them send you another. Who did you purchase it from?

  3. #3
    First Mac computer arrived today: DOA
    harryb2448's Avatar
    Member Since
    Nov 28, 2007
    Location
    Nambucca Heads Australia
    Posts
    25,243
    Your Mac's Specs
    iMac, i7 4GHz, 32GB memory, 1TB Blade, macOS Catalina,
    Rep Power
    32
    As a suggestion if you have to mail order, do it only with Apple. Depending where you are, ring the Apple Service number in the paperworkand I have no doubt they will ask you to send it back directly to Apple and eplace it.

    Do not send it to the resller to be repaired. You want a brand new machine.
    Using OS X.7 or later make a bootable USB thumb drive before running Installer!

  4. #4
    I bought it from B and H Photo, normally a reputable seller. There's an Apple store down the street. We'll see what support says in the morning (they're off for the holiday).

    Thanks for the confirmation this is not normal.

  5. #5
    First Mac computer arrived today: DOA
    chscag's Avatar
    Member Since
    Jan 23, 2008
    Location
    Keller, Texas
    Posts
    59,334
    Your Mac's Specs
    2017 27" iMac, 10.5" iPad Pro, iPhone 7+, iPhone 8, Numerous iPods, Catalina
    Rep Power
    54
    I shop from B&H in New York. They are a reputable authorized Apple dealer and will definitely make it good. Make sure you contact them early on Friday as they are off on Saturdays (Sabbath Day). The Apple Store will likely not give you a new iMac since you didn't purchase it direct from Apple. I don't know what the problem is with it and it may be something very simple an Apple Store genius can resolve, but if it isn't, they will direct you to return it to B&H. So you might want to think about that first. I would contact B&H first thing Friday morning and see what they say before doing anything else.

  6. #6
    chas_m
    Guest
    I just wanted to second Charlie on this -- B&H are a very reputable dealer, I'm sure they will make that right for you. Sorry you had the issue.

  7. #7
    I'd blame "shipping issue" before I blame Apple or B&H. By "issue" I don't place blame on the shipper per se, I just indicate that in the process of being shipped it may have been in a situation where it was under forces that potentially did internal damage. Turbulence on the plane, a pothole the delivery driver didn't see, etc.

    In the hundreds of Macs I've dealt with over the last few years at my job, the number of "problem out of the box" ones is .. one? And Apple replaced it immediately.

  8. #8
    First Mac computer arrived today: DOA

    Member Since
    Jul 11, 2014
    Posts
    296
    Your Mac's Specs
    A1286 MBP5,3 running 10.9.5, iphone6, Mac mini1,1 A1176 120/2gb
    Rep Power
    6
    I too highly recommend B&H. You will be well taken care of. That is what the warranty is for, but still a bummer. I would rather it break now then later.

  9. #9
    B&H said they would replace it. It went back today. I'll report back here as things progress.

  10. #10
    First Mac computer arrived today: DOA
    dtravis7's Avatar
    Member Since
    Jan 04, 2005
    Location
    Modesto, Ca.
    Posts
    30,113
    Your Mac's Specs
    iMac late 2012 21.5 i5 10:14. iMac 2010 27"QuadI7 OS10.13, MBPLate2011, iPad Pro10.5", iPhone7
    Rep Power
    39
    Thanks for the report. Keep us posted as that is not normal at all. B&H is a great place. Glad they are making it right.

  11. #11
    First Mac computer arrived today: DOA
    chscag's Avatar
    Member Since
    Jan 23, 2008
    Location
    Keller, Texas
    Posts
    59,334
    Your Mac's Specs
    2017 27" iMac, 10.5" iPad Pro, iPhone 7+, iPhone 8, Numerous iPods, Catalina
    Rep Power
    54
    Quote Originally Posted by Gannet2 View Post
    B&H said they would replace it. It went back today. I'll report back here as things progress.
    Good deal. Glad you took our advice and contacted B&H instead of lugging it to the Apple store. Believe me, it's no fun carrying an iMac to the genius bar. Been there, done that. Let us know when you get your new machine.

  12. #12
    First Mac computer arrived today: DOA
    toMACsh's Avatar
    Member Since
    Jul 30, 2009
    Location
    Wisconsin
    Posts
    6,753
    Your Mac's Specs
    Mac Mini (Late 2014) 2.6GHz Intel Core i5 Memory: 8GB 1600MHz DDR3
    Rep Power
    15
    Remember, one rotten Apple doesn't spoil the whole Company, in spite of the old saying to the contrary.

  13. #13
    First Mac computer arrived today: DOA
    Bob_Stan's Avatar
    Member Since
    Jun 17, 2011
    Location
    Northeast
    Posts
    314
    Your Mac's Specs
    Mac Pro (2019) 3.3 ghz 12-Core 96GB mem Vega Pro II
    Rep Power
    9
    I have purchased 6 Macs overtime (4 new and two refurbs) through the online Apple Store. No problems with any of them. Sorry for your experience, but I guess it is always possible for a bad unit to slip through in any system.

  14. #14
    A follow-up: B&H replaced the unit with a new one, no problem. The replacement is working fine.

    As an aside, I installed Win X for the first time in a Parallels VM. I remain pleased with my decision to switch to Mac.

  15. #15
    chas_m
    Guest
    hahahaha! Thanks for the follow-up!

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