Apple Support Experience

June 17, 2012

My primary home computer is an Apple 27″ iMac (self contained monitor and system), which has worked flawlessly since 2010. However, over the past three days I’ve noticed at times a rather loud clicking sound coming from the back of my iMac. It’s somewhat random, and may last for 3 seconds one time and 12 seconds another. I know from past experience that such sounds aren’t good, as they probably mean my hard drive is about to go bad. Since I purchased AppleCare (Apple’s hardware warranty) when I bought my iMac, I decided to find out what could be done about this annoying clicking noise. I checked apple.com and from their support page initiated an “Apple Express” service request, which resulted in a live person calling me about 2 minutes later. Mind you, it was Sunday morning when did all this, so I was surprised to get a live call so quickly.

The Apple support rep was very helpful and asked a few questions, and had me do some checking on my iMac. I rebooted a few times, ran the Disk Utility Check (which didn’t reveal anything bad), and ultimate determined that I should take my iMac into my local Apple store to have one of their “Geniuses” take a look at it. So, the rep made an appointment for 11:15 am and packed up my iMac and drove down to the store.

After lugging my big iMac through the mall, I arrive at the Apple Store to find it packed full of customers. I had never seen it so full, and this was on a Sunday 15 minutes after it first opened for the day. In contrast, I walked by the Microsoft Store which was twice the size of the Apple Store and had virtually no one in it. Hmm, what does that tell you? Read the rest of this entry »