Send a letter to Steve Jobs via (old-fashioned) mail way. Remember that personalization makes letters more effective. For instance, if you have a broken iMac or know people who do, tell him that.
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Steve Jobs, CEO
Apple Computer, Inc.
1 Infinite Loop
Cupertino, CA 95014
Dear Steve Jobs,
I know you're a busy man, so I'll keep this short. As an iMac user, I'm concerned about the care I'm getting at (store name).
(Short story)
(Name names, times, dates.)
Sincerely,
Your name here
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You'll need to edit this letter, print it out and mail it yourself.
If you don't then you may have lost a chance to get some attention to your issue.
Bob
I switched to Macintosh a little over three years ago when I bought a PowerBook. I liked that so much that I bought one of my kids a PowerBook for college. More recently, I bought the other kid a MacBook. I also, just bought an iMac for my home, primarily to work with photos and videos. Now, let me tell you why I am reconsidering doing any more business with Apple.
The iMac never quite worked right; random application crashes, freezes, etc. I worked with Apple Care (their toll-free support line) and ended up reformatting the hard drive, after other attempted fixes failed. After I reinstalled the operating system and all of my applications, the Mac worked well for less than two weeks. Eventually it got to the point that the machine would not boot to the hard drive or to the installation disk. On June 22 I took it to the "Genius Bar" at the nearest Apple Store. After spending about 30 minutes on diagnosis, the "Genius" prescribed the installation of a new Hard Drive. He informed me that this repair would be done in the store and that it would take 5-7 days. The "Genius Bar Work Order" also listed an estimated repair time of 5-7 days. The "Genius" promised that I would get a call when the repair was finished.
After seven days had passed, I took it upon myself to call the Apple Store. Of course, this was June 29: iPhone launch day. I called before they closed at 2:00 p.m. to prepare for the launch and got no answer. I called the Apple Care 800 number and that tech tried calling the store, also prior to the 2:00 p.m. close, and she also got no answer. The tech promised to call me back on Saturday June 30 with more information. She did call back, just as promised, and informed me that the Apple Store had received the replacement hard drive and that my iMac was third in line to be repaired. She told me that, since I was so unhappy with the delay, she had asked that the store move my machine to the top of the queue. I called on Monday, July 2 at 2:40 p.m. to find out how they were doing with my "top of the queue" iMac. I was told that they had just started looking at it and would call me. More than 24 hours later, at 5:30 p.m. on July 3, I called the store again. I was put on hold permanently. When I finally reached a "Genius" just before 6:00 p.m., he told me that my iMac was "on the bench." He offered to call me later that evening with an update. It is the next day and I am still awaiting my call.
My impression is that the Apple Store is devoting all of its resources to iPhone customers and ignoring warrantly work on Macs. Our photo and video editing summer projects are not getting done, and Apple has missed every deadline that it set for itself. It is a good thing that Apple took the word "computer" out of its name, because the company seems to be doing everything it can to drive away computer customers.

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