My Dad’s Frozen iMac
This is a story about my father’s iMac. But it could be anybody’s dad, and any 20-inch Intel iMac equipped with ATI Radeon HD graphics cards.
At the end of August, my 85-year-old father ordered one of the new skinny iMacs. A few days after it arrived, I took a train to Boston and helped him transfer files from an ancient Mac running OS 9. It took most of a weekend, but by the time I left, everything was working fine.
On September 26, he sent this e-mail.
The Mac crashed. The pointer did not move. I restarted with the power button and it came up with a white bar pattern. I restarted with the pointer and apple and all was normal. — Dad
It was the first of long string of similar messages. His tale of woe — and Apple’s (AAPL) eventual response — continues below the fold.
This story may, in fact, have a happy ending, but it took some time to get there.
Sep. 29: I crashed again this PM. On restart the screen showed the Apple but nothing else — not even a mouse. I called apple and got right thru. He said to disconnect everything, wait thirty seconds, then hold down option, command, p, and r, and then start. It worked and I am now back in business. He couldn’t explain how it happened. — Dad
Oct. 1: I spent over three hours with tech services trying to find out why the computer freezes every hour or so. I have to take it in tomorrow.
Oct. 3: The iMac continued to crash, so I called Apple again. They wanted me to reload the OS from the CD, but it wouldn’t work. They gave up and made an appointment for me at the Burlington Apple store (from India). We were there yesterday from 2 to 4 p.m. They succeeded in reloading to OS from a simulated hard drive, but it still didn’t work. They ordered a video card which they thought would solve the problem next week and said to try it to see if it still crashes. I took it home and tried to reconnect to the Internet as you told me. No go. I then called Computer Loft and explained the symptoms. They said ‘Oh yes, it’s the logic board-bring it in’ We took it in this noon and the board will be in the first of next week. They also restored all the preferences that the techs had changed.
MACWORLD, Oct. 4: Apple acknowledged on Thursday recent problems with its consumer iMac computer and promised a fix as soon as possible. “A small number of iMac users have made us aware that a recent software update issued by Apple can sometimes cause their iMacs to freeze, requiring them to restart their iMac,” an Apple spokesperson told Macworld. “We are tracking down the root cause of this bug, and will issue a software update which corrects it as soon as we can — most likely later this month.” (link)
Oct. 9: I got a call from Computer Loft this afternoon. They said Apple said the logic board would not be available for three weeks — which Computer Loft found unacceptable. Apple then said they would give a new iMac. He asked what files I wanted transferred and said he expected it to arrive in three days. If there is also a software problem I figure it could be fixed later.
Oct. 12: Brought the new iMac home right in the box. Internet connection and share work. Have not yet checked out old Mac. Files were transfered. I have been using it for 1 1/2 hours with no freezes. Mail looks different, but is essentially the same. I am optimistic.
Oct. 15: The new Mac crashed three times already this morning. One was complete and I had to use the P_R routine to restart. I was in iMac Help in every case. One step forward two steps back.
Oct. 15: I called Computer Loft and Apple. Apple said it may be that too many applications were open. I pointed out that there was a rumor of a software problem. She did say then that Apple was aware of a problem and that they were working on it.
Oct. 17: Now it is the printer which is acting up. This morning it worked. This afternoon it did not. I called hp and was on the phone with tech help for over an hour. Nothing they tried worked — uninstall — reinstall from disc, uninstall — reinstall from download — etc. finally I had to leave. In retrospect the old computer was not that bad.
Oct. 18: I called Hp again this morning and they tried for an hour. Finally they said everything on the printer was normal so it must be the computer. I called Apple at 9:05. They tried all sorts of reinstalls and then added another new account (test) by about 10:30. With this account the printer worked. They then tried installing and reinstalling with different preferences etc, and by 11:30 they finally made it. He said it might have been a faulty font. I spent a total of over 5 1/5 hours on the phone. My ear was tired, but I was happy the printer finally printed.
Oct. 19: I wrote too soon yesterday when I said Apple had solved the problem. I tried to import a photo to Photosmart Studio and it quit. It always quits when I try to do this. Apple had checked to see that it would print and scan, but not import. Back to square one.
Oct. 19: Spent an hour with Apple. They referred me to a senior specialist again. He went thru the second account again and then took every thing off the desktop. That made it OK. He then added file by file. When we added the recent pictures it came back. He put them on the hard drive instead of the desktop and all seems normal. The only picture I added recently was one from an Email. I still don’t know why that could cause a problem, but all seems OK for a while.
Oct. 24: One freeze in three days.
Oct. 24: I spoke too soon. The thing crashed five times this afternoon and I just had a hard crash (P_R restart necessary). It is becoming annoying.
I read your Blogs, and even as a layman found them interesting. How can Apple be so successful with such poor products?Oct. 27: Last night the ——–’s were here for dinner. I tried to show them their houses in Google Earth and it froze twice. After dinner it worked. Also, I almost had a freeze last week. I was checking out Photo Booth when all went black. I tried everything and then called Apple.He asked right away whether of not I had touched the screen. (I had). He told me to see that the power plug was in all the way. I was embarrassed. Otherwise I have been getting about one or two freezes a day. I see Leopard was released yesterday. Should I have waited?
Oct. 30: As you suggested, I just signed up for the Apple Protection plan. It is $169 for two extra years but I often need help.
Oct. 31: I spent another 3 1/2 hours with hp techs today. I signed up for three years of extended warranty.
ENGADGET Nov. 2: Not a moment too soon, Apple has apparently delivered on its intentions to squash that annoying freezing bug that plagued some of its latest iMacs. Available now for Leopard (iMac Software Update 1.3) and Tiger (iMac Software Update 1.2), the update reportedly “provides important bug fixes and is recommended for 20- and 24-inch iMac models with 2.0, 2.4, or 2.8GHz processors.” Unfortunately, we’re given absolutely no elaboration beyond that. (link)
Nov. 2: I got your E-Mail and downloaded the update. Thanks.
Our fingers are crossed.
Apple has a 15 return policy. He should have demanded a replacement computer before the 15 days were up since this problem showed up immediately.
No machine is perfect, not even the iMac, and there will always be a few people with problems.
The take-home lesson here: five-hour sessions on the phone with Apple’s tech support. Try getting that from Dell or HP.
Hmmm, why am I not surprised that PED would be writing this story? Mebbe ’cause he didn’t have the space to write about all of the ones that worked. Lemons suck but they happen. You ever own a Jaguar?
The same thing happened to me. I really thought I was going to lose it waiting for Apple to show up and fix the mess (they finally did and it’s fine). I thought I was the only person on the world to have this problem with the new and perfect Mac.
How is it karma, Nodack of Phoenix Az? Is it “Dad’s” karma for something he did or has done in a past life, one where computers didn’t even exist, let alone Apple or Microsoft? Or do you perceive something coming down for everyone at Cupertino because of something in their collective past lives? Amazing how many people play God these days…
As for my iMac, it’s staying on Tiger 10.4.10 (unless they EVER release 10.4.11)
Sorry to hear about your dad’s problems. But what is the point of the story ….that macs have something akin to the “blue screen of death” that’s so common on Windows ? But we all know they don’t and this silly story won’t convince us otherwise.
I own a small business. We have 12 Dell/Windows XP boxes and 15 IMacs. We have never had an IMac freeze or crash on us. The PC’s need constant care and we average about 4 BSOD’s per week. Don’t even mention Vista in our shop.
I bought my mom (also near 80) an IMac 2 years ago for christmas. One of the old G5 models. She hasn’t had a single problem. I know at least 10 more personal IMac users all with no problems.
But my experience….and more importantly, your personal experience is not worthy of an article linked through Fortune. Look at the user satisfaction ratings and there you see true statistical analysis of hardware and software stability. And as we all know, Apple is number 1 by far.
Using Apple support forum’s 600+ posting count as proof of a major problem is also obviously incorrect. Apple is selling hundreds of thousand of this model per month. (and the page views are even more useless data)
Whenever i see the Elmer-DeWitt byline I know we will see a really poor Apple hatchet job. Glad to see that Apple is paying you back. As a previous poster said…this is perfect Karma. Too bad your dad is paying for your sins.
I have been a apple user since the first Apple. This last Update OX 10.5 was the worst thing I have ever seen. had to work with Apple for hors and never solved it. I had to do my own thing to get OS 10.5 to run. If I listen to the all I had was a blue screen. I thing Apple put out the update to soon. It is a bad deal for people who just want a computer and not the problems. The average person could never follow what Apple was saying. I am well versed on the Apple and I had a big problem what do you think that the average person is going through.
Apple should be ashamed of them self.
Sorry for your Dad.. I Am glad I never had to deal with anything like this , I did start early with an Apple II and never ever had a problem like that , but I also imagine this could happen with all the components in a computer something could go wrong .. heck compared to the automakers recalls this is nothing if my truck worked as good as my Mac I’d be so happy
More comments from the sycophants blaming the users who have issues with Mac hardware. What’s really more likely is that Apple has just as many issues as Wintel with hardware but because there are so few Mac users in the world compared to the Windows users no one cared to report on it. One silver lining to Apple’s rise to high single digit market share in the PC space will be the end of the Mac myths of hardware and software superiority. With more users come more failures, and the sycophants won’t be able to blame every user for the problems. Congratulations Apple, you’ve become Toyota, sacrificing your overhyped “quality” in the pursuit of market share.
Nice story Phil. All this proves is that there is such a thing as Karma.
I could not understand why Philip Elmer-DeWitt and his family are the only people who receive all these troubles from an Apple product. Although your story seems to be a bit exaggerated (especially after reading all your previous postings on Apple), I would just like to point out that a proper installation and proper use is unlikely to bring a Mac down. Instead of only posting your troubles on Apple product, once in a while try to provide some solutions that you found to these problems so that atleast someone would find your articles worth reading.
ex ped: Sam, have you looked at the Intel iMac threads on Apple’s discussion boards? There are several on this topic, including one, “Freezing iMacs,” that as of this afternoon had 654 messages and had been viewed 35,520 times. I’ve never had an experience with an Apple product like my Dad’s, but he’s certainly not the only one who has. –Philip Elmer-DeWitt
I’m sorry the person who who wrote the blog had all these problems.
My experience with macs have been universally good. I’ve had PCs (together with some macs) before and I’ve trashed all the PCs - they were many times more problematic not to mention unpleasant to use than the macs.
I now have three macs in the house and although I’ve got a wireless and ethernet networks, scanners, multiple printers, dual monitor setups, digital cameras, external drives etc. hooked up they don’t give me any problems. In about 20 years using macs I have NEVER called tech support for macs in my home. They were some issues in the early days with Classic mac OS but I’ve found OsX very stable.
Originally I used a generic wireless network and it gave me problems and when I replaced it with Apple Airport my network has worked flawlessly.
My kids have one mac and they ‘abuse it mercilessly’ with games, music, stuff from the internet. I don’t supervise their use much. They don’t even have a manual and they have CD recorders etc. attached to it and the machine in 3 years has never broken down. They also had a PC which had endless problems - more times it was out of action than working and inspite of have norton antivirus on it, it continually had malware problems - and I finally dumped it.
Poor guy, I feel for your dad. He’s got a lot of patience. I have been an Apple user for about 24 yrs, first with an Apple IIc, then a Power Mac G3, Powerbook G4 12″ 867mhz, about 5 different ipods, Airport, and while I’ve had problems off & on, nothing as bad as those described. At least Apple has been willing to help try to solve the issues and he did recieve a new iMac. Unfortunately computers are not 100% fool proof. They’re a complicated symphony of 1000s of different parts, peripherals, software ware, etc that all has to work together seamlessly. What I love about the Apple is that even though some people have problems, I think the majority of their products are wonderfully elegantly styled machines that work flawlessly the majority of the time. I dont think that you can say that about Microsucks or Windoze, with they interminable upgrades, system patches, and unfathomable complexity.
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Silicon Valley veterans like to joke that Steve Jobs must be surrounded by a reality distortion field; if you get too close to him, you start to believe what he's saying. Thanks to the success of the iPod, the launch of the iPhone and the renewed interest in the Mac, Apple has made believers out of millions of customers - and made a lot of investors rich. But Philip Elmer-DeWitt believes that an ounce of skepticism never hurts when writing about the company. He should know. He's been covering Apple - and watching Steve Jobs operate - since 1982, first for Time Magazine, then for Business 2.0, and now for Fortune.
Sorry to disappoint you - stacks of us out there has this every day. More freezes in one day than you have fingers to count them on. 5 min after starting up for the day … just opening email. All after updating to 1.2.1 for tiger - meant to fix this. Its mostly on the new ALU iMacs with ATI graphic adapters. The irritating bit - apple’s denial and claims that its a ’small number’ … more like damage control if you ask me.