So last week the new Mac Mini developed a problem. I put the new Keane CD in, and it didn’t show up in iTunes. “Weird,” I thought, and rebooted. Still nothing going on. After some poking around on my own, I booted into Open Firmware and issued the eject command from there (I don’t remember what it is now… ah, the wonder that is Google). “No device found.” Hmm… that doesn’t sound good.
An hour later, the guy from Apple Support is coming to the conclusion that yes, this is a bad CD drive. Apparently it’s a known issue on the “early 2006″ (ie, intel) models; I have a “late 2005″ (ie, last ppc) model, but the symptoms were the same. He gave me the name and address of the nearest Apple Authorized Repair Center, “Pixel Creek”:http://www.pixelcreek.com/. This is an object lesson in why you should look up a company before going there. Pixel Creek is actually part of Adams Remco, the copy machine vendor and repair operation. Walking into Pixel Creek is like walking into the most depressing office ever. Dirty carpet, bad flourescents, and Niki, the lone receptionist. Niki took my Mac in last Friday… while we were filling out paper work, the phone rang, and the tape-based answering machine picked it up. That should have been the omen I needed; seriously, I’m taking my computer to get repaired at a place that can’t spring for a decent _answering machine_?! While there I explicitly told Niki: I want the CD that’s in there.
Today I got the call that it was ready for pick up. So I stopped in after class and was greeted by two guys who asked if I could come back later, since Niki wasn’t there. Uh, no, I can’t come back later. Are you getting paid for this? Luckily Niki was walking in the front door and she juggled her Diet Mountain Dew, Office Depot purchase and pack of Marlboro Menthol Lights while pulling the work order. Ten minutes later, I have the machine, but no CD. “Is the CD back in the drive?” I ask, fearing the worst. “Hmm, I know you asked for it, it should be on the work order,” says Niki. Nope, no mention of it on the work order. “Well it must be back in the drive.”
Of course I get back across town and it’s not. A call back to Niki and a return call to tell me that no, actually they couldn’t get it out without damaging the CD. “Damaging the drive you mean?” “No, the CD. You can call the tech directly.” And so I did.
“Yeah, I just couldn’t get too invasive or Apple won’t give us credit.” I did tell Paul that it was pretty shitty that I had to make follow-up calls to find out where it was, especially since I explicitly mentioned it at drop-off. You would think if there was a problem he would have called me directly to let me know, or at least noted it on the work order. “Yeah, you’re right; that’s my fault. Really sorry about the inconvenience.” Shitty. You can call him and tell him how shitty it is, too — 888-968-1442 (ask for Paul). I doubt anyone cares enough to do so (hell, I doubt anyone cares enough to have read this far), but just writing it makes me feel better.
Overall the Pixel Creek experience has left a bad taste in my mouth. I don’t know what I expected, I’m just pissed that a warranty repair means I have to buy the CD again. Apple really needs to evaluate their authorized service centers more closely; people getting repair work done are the people you should be nicest to — they’ve already decided to buy something from you, so now you want to keep them and achieve the wonder that is *repeat business*. Pixel Creek: Doing their best to make me shop around.
I too listen to Keane.
I don’t think they realize that people talk.
they suck
SHIT! I have an interview with these guys this coming Monday. So I googled the name and found this. They want a networking guy, at least that is what job posting prompted me to send my resume. I wonder if the techno-challenged office mentioned is the same one I am to be at Monday. I really dont need another depressing job in a half-ass, no brains company. I already have one, thanks.
Success and Personal attention. That’s been my experience. If you would walk up stairs to the PixelCreek office you would see that portion of the business. If you use the next door, that is the other Adams Remco office, very professional. The people at PixelCreek in Ft Wayne and South Bend have been very good to work with, above and beyond. I understand they do most of their work in customer offices and on in their building, which may be the reason they have not updated that office.
I have used Adams Remco and Pixel Creek for years. I have had nothing but great responce from both their sales and service people.
I thought that place was a hole. There is never anyone at the Ft. Wayne office and if you call for a tech they send them to you from south bend. Therefore you get to pay travel fees for your out of service call. And I’m sorry but who wants to pay those kinds of rates for the half-baked service they offer? The idiot I spoke to could barely tell me how to check the email, let alone fix my problem. Some Mark guy. Or Mack, or Mike or something… Whoever he was he was a total BS king. I found that Continental computer was so much nicer to deal with and they didn’t charge me outrageous fees to not fix my shit. They fixed me up and charged me just a little bit to do it.
Pixel and the other 2 offices in Fort Wayne are great. Everyone does everything they can to help the customer.
Robert, it sounds like you’ve had a much different experience than I did. Fair enough. For more details on the comment by “Terry” above, see this entry: http://yergler.net/blog/2006/08/25/pixel-creek-redux/.
Look Guys,
If Nikki was the girl I met when I picked up my puter, get off her, she was pretty hot! And very nice and polite. Besides I don’t think she has anything to do with the Apple service but to give you what you brought in to have fixed, take your money, and put up with your pompus ass. Talkin about the way she came back in the office just makes you sound clueless, sad, and I’m bettin the cd was a PORNO. So go buy another cd to jack off to or download one off of poisoned!
So, the office in The Bend might be okay? Is this what you’re saying? I have terrible luck with computers – just terrible. I don’t need any help from the outside.
For anyone that’s looking for an alternative to Pixel Creek, let Creative Technology Solutions have an opportunity to help you. We’re resellers and certified consultants. We’re located in Winona Lake—directly between both South Bend and Fort Wayne. We’re have clients and are frequently in both locations. With over 20 years in this industry and 13 years in business, we have the knowledge and professionalism to help you out.
I recently took my Mac Pro to Pixel Creek in Fort Wayne, which now goes by the name Signature Mac. They were very friendly and professional. Excellent communication with me during the whole process, and had my machine fixed and back in my hands in 72 hours. Will definitely go back there for any future repairs.
Sounds like Signature Mac is much different than Pixel Creek was. That’s good news :).
And now I’m closing comments… this post was just to vent about the hell that was Pixel Creek, and the comments coming in are diverging towards personal attacks. I have zero experience with the other Mac shops in Fort Wayne, and since I’ve relocated to San Francisco, I no longer care.