So,
We purchased a few of these for our Graphics designers, and by few, I mean 20. One of them was a spare and has been sitting in its original packaging for the last 107 days. We open it up to setup a station and it won't turn on. These displays have no buttons, only the cables and 3 USB ports. I know the display is getting power because I can connect the USB cable from the monitor to the PC, and then a USB device into the monitor and it is accessible. The monitor just won't display picture. So, after troubleshooting everything I could, I called Apple. They were more than happy to set up an appointment and arrange a call. So they called and the gal on the phone identified herself as an "Apple expert" which is apparently used very loosely.
As the call progressed, it was very clear that "Apple expert's" are far from experts. She kept telling me to push the power button. I told her several times the monitor has no buttons, and she kept telling me to look next to the volume button. This was after giving the Model and serial numbers. Ten minutes of her not understanding the fact that it does not have a button, I got an email and sent the link above the shows a picture of the right side of the display where she claims there are buttons, and you can clearly see there are none. So, she said to plug in a USB keyboard to it and we'll press a few buttons to reset the monitor. I did... then I waited as she fumbled around and talked to herself. Then she said, "Let's plug it into the computer"... so I did. "Did it turn on?" ... What? No, we didn't do anything... "Oh just wanted to check". "Alright, I'll send you a box and a shipping label and we'll repair it... ... ... Can I put you on hold?" Sure, no problem. -Music- "Are you there? [...] well we don't actually repair monitors so you need to take it to an Apple store."
Me: No, I paid $1000 for this monitor and the nearest Apple store is 93 miles parking lot to parking lot, I'm not driving 4 hours for a product this expensive that doesn't work out of the box"
Her: "Okay... " - Music - "You need to call the Apple store and see if you can ship it to them and they can ship you a new one"
Me: Okay, case number, bla bla bla
Her: "Just ask for a manager and he'll get you all setup"
Call Apple Store
Her: "Hi, this is [who cares] and I'm an Apple Expert, how can I help?"
Me: May I speak to your manager please?
Her: I should be able to help
Me: I just got off the phone with Apple Care and was told to ask for a manager and my time is valuable, please let me speak to a manager.
Her: Sure, let me check.
-Music-
Her: My manager is busy, may I get an email and he'll email you?
Me now slightly irritated: No, please have him call me in regards to case [#] at [#] as soon as possible.
Her: Sure, what's going on?
Me repeating myself even though everything is documented in the case...
Her: Do you have the serial number?
Me: It's in the case I just provided you...
Her: Oh okay, what about the Model number?
Me: It's in the case I just provided you...
Her: So you spoke with Apple Care already?
Me now extremely irritated: As stated previously, yes, I just got off the phone with Apple Care. Please have your manager call me because your multibillion dollar company can't afford $2 shipping labels for products that they just sold for $1000 and I need this fixed. Thank you for your effort, have your manager call me.
Her: Thanks for calling the Apple Store, we'll call you in a few minutes.
That all happened two hours ago. What a joke.
We purchased a few of these for our Graphics designers, and by few, I mean 20. One of them was a spare and has been sitting in its original packaging for the last 107 days. We open it up to setup a station and it won't turn on. These displays have no buttons, only the cables and 3 USB ports. I know the display is getting power because I can connect the USB cable from the monitor to the PC, and then a USB device into the monitor and it is accessible. The monitor just won't display picture. So, after troubleshooting everything I could, I called Apple. They were more than happy to set up an appointment and arrange a call. So they called and the gal on the phone identified herself as an "Apple expert" which is apparently used very loosely.
As the call progressed, it was very clear that "Apple expert's" are far from experts. She kept telling me to push the power button. I told her several times the monitor has no buttons, and she kept telling me to look next to the volume button. This was after giving the Model and serial numbers. Ten minutes of her not understanding the fact that it does not have a button, I got an email and sent the link above the shows a picture of the right side of the display where she claims there are buttons, and you can clearly see there are none. So, she said to plug in a USB keyboard to it and we'll press a few buttons to reset the monitor. I did... then I waited as she fumbled around and talked to herself. Then she said, "Let's plug it into the computer"... so I did. "Did it turn on?" ... What? No, we didn't do anything... "Oh just wanted to check". "Alright, I'll send you a box and a shipping label and we'll repair it... ... ... Can I put you on hold?" Sure, no problem. -Music- "Are you there? [...] well we don't actually repair monitors so you need to take it to an Apple store."
Me: No, I paid $1000 for this monitor and the nearest Apple store is 93 miles parking lot to parking lot, I'm not driving 4 hours for a product this expensive that doesn't work out of the box"
Her: "Okay... " - Music - "You need to call the Apple store and see if you can ship it to them and they can ship you a new one"
Me: Okay, case number, bla bla bla
Her: "Just ask for a manager and he'll get you all setup"
Call Apple Store
Her: "Hi, this is [who cares] and I'm an Apple Expert, how can I help?"
Me: May I speak to your manager please?
Her: I should be able to help
Me: I just got off the phone with Apple Care and was told to ask for a manager and my time is valuable, please let me speak to a manager.
Her: Sure, let me check.
-Music-
Her: My manager is busy, may I get an email and he'll email you?
Me now slightly irritated: No, please have him call me in regards to case [#] at [#] as soon as possible.
Her: Sure, what's going on?
Me repeating myself even though everything is documented in the case...
Her: Do you have the serial number?
Me: It's in the case I just provided you...
Her: Oh okay, what about the Model number?
Me: It's in the case I just provided you...
Her: So you spoke with Apple Care already?
Me now extremely irritated: As stated previously, yes, I just got off the phone with Apple Care. Please have your manager call me because your multibillion dollar company can't afford $2 shipping labels for products that they just sold for $1000 and I need this fixed. Thank you for your effort, have your manager call me.
Her: Thanks for calling the Apple Store, we'll call you in a few minutes.
That all happened two hours ago. What a joke.