The brainiacs at the Apple Store messed up my computer’s case. There is one thing I can tell you without reservation is that I know every square inch of my computer’s exterior. Unlike my previous computer, which I always hated because it wasn’t a Mac, I don’t wait until this one looks like it needs to be cleaned to clean it, not to mention, since we got the kittens, I have done thorough examinations on a regular basis looking for possible cat damage. I was fully aware of the flaws in the case from the day I pulled it out of the box (and there were flaws — obvious ones).

When I pulled it out of the box last night, the first thing I noticed was that it was filthy. It wasn’t filthy when I took it in. During the process of wiping it all down to remove the grunge, I discovered some tape on the top edge. I removed the damn tape, no easy task, and underneath said tape was a HUGE scrape mark on the acrylic. I am certain I screamed loudly enough for the neighbors to hear. Then I found another large scratch on one side. I stopped there, because it was getting late, I was tired, and who wants to get into too deep of a funk right before bed anyway. I was already annoyed by Lin’s report of how things went when he picked it up (more in a moment). No sense making myself totally pissed off and then trying to go to sleep.

As soon as Lin was out of the house this morning, I turned on all the den lights and got out my super heavy duty “bright as twenty suns” flashlight and looked over every square inch of my computer. What I discovered is that they didn’t mess up my computer’s case. No, instead, they didn’t get my beautiful and scratch-free case back on MY computer. The back is still mine, which I imagine is due to the parts being attached to it, but the front cover is NOT the front cover that was on my computer when I packed it off to be repaired. The nick in the acrylic on the lower left hand side that has been there since it arrived at my home is now gone, replaced by a strange misshapen bit higher up. There are scratches of varying severity everywhere. The strange flaw in the white part under the acrylic that was on mine, near the Apple logo, is now gone. On the right side, which on my computer was completely void of any flaws at all there are now a multitude of scratches the likes of which would be caused by someone actually using the magnet there to store the remote control. I have ever stuck my remote there … to AVOID SCRATCHES!

It probably seems like a silly thing to get so upset about, but dammit, this thing was not cheap. I have doted on it since I got it, because it is, in fact, my most prized possession. Aside from the cats and Lin, in the event of a fire or major emergency, it is the only thing I would even consider risking my life to save. I simply love my iMac that much, and I need it to do so many of the things I do on a daily basis. My life and at least half my brain are stored or accessed through it. So … to take in a computer whose only external flaws were those created during its manufacture and have a computer returned to me that is not in that same near-pristine state is, to say the VERY least, a huge disappointment. But I am not disappointed … I am pissed right the f*ck off. I even cried about it. It’s like taking your new car in for an oil change and it comes back with scratches in the paint job. It just shouldn’t happen, and it’s even more aggravating because it isn’t even the case it went in with, so I guess it’s be like taking your new car in for an oil change and getting it back with a different and older, more abused, body.

I don’t even know what to do about it. I thought about calling the store manager and pitching a fit, but that place seems to be run my monkeys on crack (more in a moment). I’d really rather complain using the written word, because that, at least, leaves a trail of who said what for later evidence. But who the hell do I complain to? I’m planning to scour the internet and the Apple site later to try to find some email addresses (or even snail mail addresses) of people high enough on the chain of command to make it worth my effort to be the squeaky wheel. But I am going to be squeaking. Oh yes. Squeaking loudly to anyone and everyone.

But wait … there’s more!

I was completely tied to the kitchen whipping up a culinary delight for dinner when Lin got the call saying we could come get my computer. There was no way we could go after dinner, because dinner wasn’t going to be ready until late, so he went to pick it up for me. He was gone longer than I expected, and when he walked in the door, he was fuming … and it had little to do with the traffic.

He’d walked into the store and told the concierge he was there to pick up a repair. She called in the appropriate staff, and that person toddled off to bring out my computer. He returned a few moments later carrying my computer in his arms. Now I know many people probably don’t keep all the original packaging to use when taking their Mac in for repair, but I am the sort of person who does. That box and styrofoam was specifically designed to carrying the iMac safely during shipping. What better way to transport it in the event of taking it in for repair or moving? So I had packed it back in its box neatly and carefully, and now the guy was telling Lin, repeatedly, that he couldn’t find the box. Lin informed him he was not leaving until they found it, because inside the box was the keyboard and mouse they were also supposed to look at (but apparently didn’t still having issues with both). It took the guy forever to find it, and then when he did the guy just dropped it on the floor at Lin’s feet and walked off. He didn’t even bother to ASK if Lin wanted some help getting it back into the box. Then, while Lin was standing to one side of the Genius Bar putting the plastic back over the monitor (so as to avoid any potential SCRATCHES), one of the Geniuses (and I now use that term loosely as it relates to Apple Stores) walked in with a coffee and his bag of fast food and sets the damn greasy bag ON MY BOX … the one Lin is trying to put my computer back into … and proceeds to stand there yapping with his pals until Lin asked him to move his greasy bag. Yeah. Real thoughtful and helpful! Great customer service, huh?

The process of getting my computer in for its warranty repair had been a great experience, and I was prepared to write a glowing review of how awesome Apple was, but now, I just can’t. First there’s the fact that even though I repeatedly told them it was a non-crucial repair, that I could bring it back in at a later date if they were swamped with post Xmas business, because I’d rather make an extra trip across town than be without my computer for more than the 3-4 business days they SWORE up and down it would take to fix it, it took much longer. Then there was not being able to get any information at all out of anyone concerning what the hold-up was (still don’t know). Then there’s the whole issue with them not knowing what happened to the box it came in and crappy customer service on pick-up coupled with the fact that my pristine computer case was exchanged with one obviously belonging to someone who took less care with theirs than I did … well, they get a failing grade. Yes, the Apple Store at Barton Creek Mall in Austin, Texas FAILS!

I chose to take it into the store, because I felt that was the best option for getting a timely repair somewhere I could look people in the eye and because it seemed less fraught with potential danger than shipping it off to Apple. I will not be making that mistake ever again. I’d trust UPS or FedEx to take better care of my iMac than the supposed “geniuses” at that damn store. Hell, I’d trust CompUSA with my computer before I’d trust that store again, and I totally despise CompUSA (due to really, really crappy customer service experiences).

So the only good thing I can say about this whole experience is that my iMac can finally burn DVDs. You can get your sweet aunt’s fanny I stayed up late enough last night to make damn sure it would burn them in any way they possibly could be burnt. The end result was back-ups for my iPhoto library, my iTunes library, and a hastily thrown together DVD movie of cat photos that Lin and I watched this morning to remind us that we love our two nasty little monsters.

I should have had more good to say than that my computer is finally fully functional, but after my first run-in with that Apple stores concept of customer care, there isn’t anything good to say. It sucked. Now all I have to do is find out who to complain to about this all other than the internet in general, because dammit, every time I sit at my computer, all I see is a crappy, scratched up case, and it’s going to piss me off every time I see it forever. Though I doubt any amount of griping is going to result in anything being done about the fact my computer is no longer as beautiful as it was, I still think complaining, and complaining loudly, is completely required.

If anyone reading this has any ideas about who would be the best person to contact with my complaints, please share. Otherwise, I am just going to start emailing anyone at Apple who seems to be in a position of power and harassing them.

Gods, it is SO good to officially be back on the internet so I can get my rant on. I have a week’s worth of rants built up. This is only the beginning! I can feel my blood pressure dropping and sanity returning as I type!

ADDENDUM:I have found more damage. Read about it here.