[Cei]

Picked up an iMac G5 in November, 17" SD model. Had it BTO'd with 512mb of RAM (but the Apple Store forgot to take out the original 256mb stick, so its got 768mb) and AirPort.

Every now and then when returning to the OSX Login screen the iMac completely jams - the mouse pointer won't move, keyboard strokes do nothing (but there is no beachball). The only way to do anything is a forced restart with the power button. Note that the problem is intermittant, and cannot be duplicated on demand...

Rang AppleCare a few days back, and they did a PRAM reset (oh yay...I knew that would do nothing). Lo and behold, it froze this morning. Before I ring Apple back up and tear into them for yet another faulty machine (My £4000 G5 had to be replaced due to a problem that couldn't be diagnosed...ended up with replacement logic board, processors and RAM before they bit the bullet and sent a new one) is there anything that could be causing this problem?


Realy not happy with G5 reliability at the moment. My PowerBook G4 is running like a champ, but all my G5 based machines are proving to be a little flakey...

[nath]

I had the same problem with a dual G5 (rev A, 1.8dp). Got Apple to replace it with a Rev B dual 2.0 after 3 repair attempts. They thought it was the logic board or processors, but replacing those parts had no effect.

I think the guidance their support people are given is that three major repairs (i.e. a processor or logic board, not a video card) have to be attempted before they will consider a replacement. Once you reach that point, insist that the tech support people put you through to 'Customer Relations', as this is the only department that can actually authorise such a replacement.

[Cei]

Originally Posted by nath

I had the same problem with a dual G5 (rev A, 1.8dp). Got Apple to replace it with a Rev B dual 2.0 after 3 repair attempts. They thought it was the logic board or processors, but replacing those parts had no effect.

I think the guidance their support people are given is that three major repairs (i.e. a processor or logic board, not a video card) have to be attempted before they will consider a replacement. Once you reach that point, insist that the tech support people put you through to 'Customer Relations', as this is the only department that can actually authorise such a replacement.

Yeah, mine was a dual 2.0 revA - got replaced with a dual 2.5 revB, which thankfully has had no problems since. Different problem though.

I know the Apple mechanisms very well, since I was screaming blue murder at them...my case eventually got referred to the very top tier of management there, after I threatened legal action against them...


Problem is, I really really don't want to have to go through the triple replacement thing again - it took two months to do it last time, and I had to put up with no machine, staying off work to wait for couriers, and was completely pointless. I'll just take your advice and go through to customer relations! (I might still have my old contacts from the PowerMac case actually)

[nath]

Originally Posted by Cei

Yeah, mine was a dual 2.0 revA - got replaced with a dual 2.5 revB, which thankfully has had no problems since. Different problem though.

I know the Apple mechanisms very well, since I was screaming blue murder at them...my case eventually got referred to the very top tier of management there, after I threatened legal action against them...


Problem is, I really really don't want to have to go through the triple replacement thing again - it took two months to do it last time, and I had to put up with no machine, staying off work to wait for couriers, and was completely pointless. I'll just take your advice and go through to customer relations! (I might still have my old contacts from the PowerMac case actually)

I'm sure if you refer someone in CR to your history with the G5 they will be sympathetic. By the machines in your sig you're a valuable customer to them, use that as much as you can and just insist that you're not willing to go through an endless process of attempted repairs again so soon.

Good luck!