Apple Imac 27 horror story

[thepixel]

Hello all,

I'm so pissed that I had the idea to buy this piece of crap! Sorry for the complain but I would reserve the right to tell you my horror experience with this Apple computer and their service.

My story begins on last February 19th, I went to the Apple Store at 14th street in NYC, to buy the new Imac 27" with the ultimate screen what created my ultimate problems.

The experience to buy an Apple computer is awesome, everybody is pretty kindly and well prepared to make you feel as you are in the best place of the world.

I did what I was supposed to do, bought the new Imac and brought it home.
I was so happy unboxing the machine looking all details, all plastic protections and put that beautiful machine on my work table, after that I was taking out the plastic from the screen I could see DENTS ON THE TOP OF THE ALUMINUM.

Let's go back to the store. I showed the problem and they exchanged the machine by first time.

The second machine was ok, but I started to pay attention to the yellow tinge and gray band at the bottom of the screen. Took it back to store again and they exchanged by one more time. But I decided to open and test the machine on the store, and for my surprise the machine had more than 12 dead pixels in black and they couldn't believe either, it was very ashamed for them.

They brought another one in and it looked ok in a first glance, but as I opened the Photoshop with a black screen I could see 15 more dead pixels in white and some in red :/

As I went to the store by 2 times spending a total of $150 bucks with a cab, I decided to call the Apple Care and make the replacement with them. and I did that in a very successful way, the replacement happened in two weeks later I received my new machine shipped directly from China to my home.

I received this new replacement at March 29th, and It looked ok, but after 10 days I could see some weird gray dots on the screen and every time I tried to restart I gotta a kernel panic. I called the Apple Care again and left a message to the same guy that did the replacement. He contacted me one week later and asked me to send pictures for him to send for the Apple engineers evaluated them.

I sent the pictures and the kernel panic logs, and he just answered me at April 21st saying me to bring the machine back to store again and they will do the replacement, but I told him I wouldn't do that because I've spent a lot of money, and if I should come back to store I would a refund for the transportation because as the machines weren't in a good shape it wasn't my fault.

He agreed with me and told me to wait until he spokes with his manager, and after that I waited and called him so many times with no response and on May 15th I was tired to wait and decided go back to the store and explain the problems.

I showed the problem for the genius and asked a replacement, but the genius was completed stupid with no eye contact with me and when I tried to show him the receipts he didn't pay attention on those as well, after that I asked to speak with a manager, and the manager told me that wasn't possible to make the replacement because the machine was out of the 14 days, and even I told and showed them my emails and calls to Apple Care they refused to replace and told me to wait the Apple Care call me back.

but What? Wait one more month with no response? at that time I was really pissed and told them to make the possible repair to take the gray spots out of the screen and fix the kernel panics.

They analyzed the machine, exchanged the screen, the glass (I don't know why they did that), and the memories.

One week later I went to the store to pick up the machine and after to wait almost 45 minutes for them to put the machine on the table, and for my new surprise the glass was completely dirt behind and cracked in the middle.

The genius took it back, exchanged the glass, but it came back completely dirt again, he tried one more time, and scratched the aluminum along side the apple logo in front!!!!!

He opened a new issue to replace the case, and told me it will be done by last monday, yesterday (friday) I called to the store to know what's going on, and somebody told me to wait until the end of day a call from a manager.

Again I waited with no response, and today I went to the store and spoke with a manager and she told me they received the case and they are going to have it done by next monday.

But wait, they had one week to did the case replacement, and they are going to do that in one day. I should say that they are out of the 5 days they promissed me it should have been done.

The manager told me the absurd that I could take it home last week with the scratches and we were done. I told her it was completely ridiculous. I paid for a new machine, and if it comes with scratches I would rather buy a refurbished and save $300 bucks.

The thing that most pissed me off is they never assume their fault, they are always trying to say that I'm the problem looking for something perfect, I understand that nothing is perfect, but I paid the double of the price in an Apple machine to be closest of what is perfect, is that wrong? and the problems that I'm having is from a bad quality product.

I'm here waiting them to replace the case, I will pick up the machine when it's done and probably sell that, because as they couldn't clean a glass well and crack it, can you imagine what can they do replacing the case?

My Injury until now is:
- 1 month without a machine.
- $200 bucks waste with transportation.
- I gotta the i5 to save $200.
- My hour time is around $120 if I make the math, I will go crazy.

I love the apple products but I'm very disappointed and I feel that the world needs to now what happens on the backstage.
If something is hard to understand, sorry english is my second language.

[ouimetnick]

Call customer relations, and tell them the story. Or email this your thread to them. Tell them to do something. I'm sure they will compensate for all the wasted time, or do something really nice.

[Jason Beck]

Agreed. Rather than post your story to the threads here you should have been on the phone with customer care. Apple will take care of you but you have to get them to. Make some calls, if you sound half as distressed as your typing then I am certain you will make out okay.

That being said, it does suck being the odd one out with problems like this. This happens with every company. And if people got in touch with customer care of the company they bought from more than half the time they will be taken care of. Well, depending on the company.

At least in Apple's case, from my dealings and what I have read, you should get ahold of relations a.s.a.p. and they will take care of you. That is a bummer. Get it handled.

[thereur]

Though my experiences at the Modesto store were not as bad, based on the quality of the personnel there, this story does not surprise me. Is it better to take issues to a certified repair provider (not the Apple store)?

[thepixel]

Hey guys,

Thanks for your time :)
I will try to call their customer relations and explain what's going on, I thought the apple care is the same as customer relations.

Apple Store Customer Service
Is this the correct number: 1-800-676-2775?

Sorry to ask, but their contact page is a little confuse.

thereur, I was thinking the same. JR is really good, I tried to buy with them but they were out of stock, and a guy from there told me it was because of the screen problems.

But what's the most impressive thing for me is the treatment difference between the selling guys to the genius guys, they are very rude, at least the one that I got.

Thanks again and have a great night

[reberto]

Complain to Steve Jobs, he seems to be listening more and more to people lately.

[thepixel]

Hello all,

Just for your knowledge I just came back from the store with a refund.

They called me at first time this morning for me to pick it up. I went to the the store and they offered me a new machine, we just opened it up there and for our surprise it had dead pixels again.

The manager offered me a refund and I think it is the better way to go.

I'm done with Imacs 27". let's wait for the next revision.
Thanks, and congratulations for who has a perfect one :)

Have a great sunday at all :)

[cryer]

Thats is absolutely terrible. Just incredibly bad. Even though you got a refund, you should maybe think about calling customer relations and telling them this with proof. As everyone states, they should do at least something for you.

So you got 3 replacements and then had multiple repairs on that third one and every replacement and repair was bad? I am getting a second replacement in a week or so and now im even more worried about another bad one. How the hell are people getting good ones? This type of story makes me want to keep my current "bad" one since it has two dead pixels as the main issues. Im afraid a replacement will even be worse.

[thereur]

They absolutely have to be aware this is going on. I'm reminded of an old Walter Mathau movie where a character is caught in bed by his wife. He just keeps repeating, "What are you talking about?" until the girlfriend's packed up and left, leaving the wife confused. Apple's strategy... NEVER admit anything. What's so frustrating is that it's apparently been decided to treat people like this instead of fixing the problem. Scummy way to run a company.

[Man-Droid]

I understand that many people are having problems with the 27" iMacs. I still plan on buying one. I do not however plan on going through this never ending exchange ordeal. I have put a one exchange limit on it. If I get a bad machine and then a bad replacement, I intend on calling it quits and just getting a refund. I'll then wait for a product refresh to try my luck again. No sense in going through all of that. Sorry you had so much bad luck.

[Michaelgtrusa]

Best of luck and I know how you feel. Been their.:)

[Pachang]

When will it end?:(

[mocsharp]

When will it end?:(

One very knowledgeable genius told me to wait for next revision. Friends @ apple's cupertino HQ told me the same! So.. ;-)

[Heilage]

When will it end?:(

I think they're working on it and doing some major damage control at the moment. We'll see what happens when it's updated.

[archipellago]

I think they're working on it and doing some major damage control at the moment. We'll see what happens when it's updated.

If they had any respect for their customers they would stop sending the POS' out.!

[chrono1081]

They absolutely have to be aware this is going on. I'm reminded of an old Walter Mathau movie where a character is caught in bed by his wife. He just keeps repeating, "What are you talking about?" until the girlfriend's packed up and left, leaving the wife confused. Apple's strategy... NEVER admit anything. What's so frustrating is that it's apparently been decided to treat people like this instead of fixing the problem. Scummy way to run a company.

I'm sorry that is the DUMBEST thing I've ever heard. This conspiracy theorist idea of customer service is just stupid.

Ok here is my experience with the "scummy company".

I bought a macbook pro. 1.5 months later I buy an ACD. I call to get applecare on my ACD (I already had it on my pro) and the rep actually just added the apple care for free to the monitor since I bought a macbook pro recently. These two items were not purchased on the same receipt and apple didn't even have to do this, I didn't even ask they just offered.

Now, that being said I ended up with a defective monitor. Oh well it happens I've worked in electronics long enough to know that its nothing abnormal. For reasons outside my and apples control my monitor got to where I am at 38 days after purchase, well beyond the return period.

Anyway, I called (it was a refurb monitor) and asked if I could return it and just purchase a new monitor instead since I didn't want to take a chance with another refurb. The rep on the phone not only took the old monitor back (well outside the return period) but also said for the inconvenience they would credit me $170 (so I only paid roughly $130 for the new monitor upgrade) but they also paid full shipping for my return monitor and my new one. And my applecare is still completely valid.

I'm sorry, Apples customer service is freaking amazing. I never even asked for these credits, free shippings, etc that they gave me. All I did was call and be polite because I used to work at the other end of that phone and I know exactly how it is.

[wisty]

I can't believe you got so many ****** machines. The only possibility I can think of - when you return the machine, they re-pack it and pass it on to another customer (hoping that they next one won't notice). Now it's gotten to the stage where all their stock has 10+ dead pixels, dents, dodgy chips, etc.

Someone, somewhere in the supply chain is doing this. It's not likely that Apple wants this kind of shenanigans (it hurts their reputation), but it seems that someone is making a buck out of "bouncing" broken machines to customers, hoping they don't notice the problems.

Edit: it's possible that you are just the one guy in 100*100*100 (1 in a million) who got a bottom 1% computer ever damn time. Or you are picky or there's QC issues, and you got the bottom 5% computers (which is more probable) ... it's hard to tell. But it could be that *somebody* is selling dud computers as new.

[Heilage]

If they had any respect for their customers they would stop sending the POS' out.!

Yes, but Apple would never admit defeat and stop a product mid-cycle like that. Sadly for the customers, I guess...

[MacDannny]

I'm sorry, Apples customer service is freaking amazing. I never even asked for these credits, free shippings, etc that they gave me. All I did was call and be polite because I used to work at the other end of that phone and I know exactly how it is.

No, they're really not. I can get free shipping from play.com for a £2.99 game, so I would certainly expect free shipping on Apple hardware.

are people that far up a company's arse they don't realise quality is falling?

Just because they speak courteously and politely doesn't mean its great service. At the end of the day, the majority of people who buy these 27 inch iMacs, including myself, are spending over the odds for a computer, and we know that. We chose to spend that much money because apple has monopolised their OS.
Their service is the same as every other large company's. There is a problem, you call someone, they pass it on to someone else. no one deals with it for a while. you call back, someone else gets involved etc.

At the end of the day, they do nothing special. They adhere to warranty laws, end of story. Dont say, 'well they have apple care', because YOU HAVE TO PAY FOR IT $$$.

Apple is becoming worse with every new product.

I myself had 3 'dud' imacs, all with various problems. Took them 3 weeks to replace each, finally got a refund that took 5 weeks (from sending back the final replacement) to initiate!!! I recently got a MBP i7, i'm on my third, which is not level, and needs paper under one side.

It is ridiculous!!

[DrHPMW]

(before you read on know that this is a joke)

Perhaps the problem lies with the manufacturers.
You know, the Chinese ones that throw themselves out of windows if they so much as sneeze on an Apple ordained product! Maybe if we whipped these 5c/hour Apple assemblers harder and snuffed those problematic probing human right's journo's, then perhaps we'd see better Apple stock?

Or we could just decimate the careless truckies throwing Apple-laden boxes into their cabs?

Otherwise we could just pay those assemblers more, stop lording over them like the SS, and promote the same aesthetic/ambience Apple does in it's flashy stores. Perhaps that way we wouldn't have rushed and damaged stock (to meet relatively unachievable quota's) flooding our stores.

Just a thought...

[MacDannny]

(before you read on know that this is a joke)

Perhaps the problem lies with the manufacturers.
You know, the Chinese ones that throw themselves out of windows if they so much as sneeze on an Apple ordained product! Maybe if we whipped these 5c/hour Apple assemblers harder and snuffed those problematic probing human right's journo's, then perhaps we'd see better Apple stock?

Or we could just decimate the careless truckies throwing Apple-laden boxes into their cabs?

Otherwise we could just pay those assemblers more, stop lording over them like the SS, and promote the same aesthetic/ambience Apple does in it's flashy stores. Perhaps that way we wouldn't have rushed and damaged stock (to meet relatively unachievable quota's) flooding our stores.

Just a thought...

maybe youre right, but I think international economics may be a bit harder to change :D

Just a thought, but if Dell, Sony etc get their products made at the same place, by the same people, why exactly do Apple charge around 25% more for equivalently specced gear? hmm...

[Eduardo1971]

Call customer relations, and tell them the story. Or email this your thread to them. Tell them to do something. I'm sure they will compensate for all the wasted time, or do something really nice.

To the thread starter:

Not to be a jerk; but if you follow this recommendation please let someone proof and rewrite your post prior to moving it up to Apple.

[Eduardo1971]

One very knowledgeable genius told me to wait for next revision. Friends @ apple's cupertino HQ told me the same! So.. ;-)

As in wait for the next iMac redesign or as in wait for the next iMac CPU refresh?

I've been waiting to buy my first MAC desktop-a 27 inch iMac but all these posts are scary. It doesn't seem like a coincidence-it seems like a pattern of bad quality control.
:(

[brucem91]

Wow, that sucks. The only bad Apple experience I have is that I have some red burn-in on my almost 1yo MBPu. Now that I was finally able to make a time machine backup, I am thinking about going to apple about it now. But I will say, not sure how it happened, but my mom got a 27" iMac for Christmas, and she has no problems with it. Well, originally, it took forever to get to the apple loading screen, but that was an easy fix, not something "take back to apple" worthy.

[thereur]

I'm sorry that is the DUMBEST thing I've ever heard. This conspiracy theorist idea of customer service is just stupid.

Ok here is my experience with the "scummy company".


No, you misunderstand. Not a conspiracy. More a general practice or policy. I have yet to see an employee say, "Yeah, we've seen this before." They're not going to comment on potential patterns that they see. Additionally, all these returns are in their ordering systems. They're FULLY aware of these problems. Between 1) they're not being honest with us about these issues 2) the extreme runaround that Thepixel experienced.... yes, "scummy company" fits. Though I'm happy you had a good experience, the experiences of others are too numerous too ignore. Scummy, scummy.

[IndustrialSpace]

I can't believe you got so many ****** machines. The only possibility I can think of - when you return the machine, they re-pack it and pass it on to another customer (hoping that they next one won't notice). Now it's gotten to the stage where all their stock has 10+ dead pixels, dents, dodgy chips, etc.

Someone, somewhere in the supply chain is doing this. It's not likely that Apple wants this kind of shenanigans (it hurts their reputation), but it seems that someone is making a buck out of "bouncing" broken machines to customers, hoping they don't notice the problems.

Edit: it's possible that you are just the one guy in 100*100*100 (1 in a million) who got a bottom 1% computer ever damn time. Or you are picky or there's QC issues, and you got the bottom 5% computers (which is more probable) ... it's hard to tell. But it could be that *somebody* is selling dud computers as new.

I have to agree with you 100%

They ARE repackaging returns. Been saying it for a long while.

[rayward]

I understand that many people are having problems with the 27" iMacs. I still plan on buying one. I do not however plan on going through this never ending exchange ordeal. I have put a one exchange limit on it. If I get a bad machine and then a bad replacement, I intend on calling it quits and just getting a refund. I'll then wait for a product refresh to try my luck again. No sense in going through all of that. Sorry you had so much bad luck.

This is a smart plan. I'm going to upgrade to a 27incher soon, and I might just follow your lead.

[doktordoris]

Where are you from OP?

I am interested because of the way you construct sentences.

Ta

doris

[Btom]

I have to agree with you 100%

They ARE repackaging returns. Been saying it for a long while.

That is why we should always be RETURNING bad computer and then BUY another one.

Tom B.

[polkovnik]

Having worked at an Apple Store, Apple inventory control specialists NEVER repackage DOA machines. They are promptly sent back to Apple.

Now, maybe it happens at a higher level in the supply chain (doubtful).

My guess is that you have been getting the black ducks out of the crew.

Posted from my clean, problem free iMac 27.

[OGDaniel]

Well friend, you might have a spot of bad karma.

But really, imagine what your experience would be like if you were dealing with Dell or HP. If this kind of thing happened to you dealing with a non-Apple company, it would probably make you suicidal.

Good luck though, I hope you get everything worked out.

[IndustrialSpace]

That is why we should always be RETURNING bad computer and then BUY another one.

Tom B.

EXACTLY!!!

I really dont understand people. If it were me, I'd return it outright and reorder a week later. Create an entirely NEW order ticket. Apple is playing musical iMacs with the return and replacement.

[nj-mac-user]

EXACTLY!!!

I really dont understand people. If it were me, I'd return it outright and reorder a week later. Create an entirely NEW order ticket. Apple is playing musical iMacs with the return and replacement.

I think Apple is hoping to sell the returned bad screens to ppl who won't notice or be bothered by the yellowishness and keep them.

[Willdta]

i just cant believe this .i just recently( as in last week) purchased a 27"imac from the Jacksonville fl apple store.after getting home i very carefully scrutinized the display for a hour searching for defects and variations in color,after finding no notable variations in color tint or dead pixels i was satisfied with my purchase. but i got the c2d version so that might be a factor .

[sadcamper]

I've given up on the imac (for now).

Bought a 21" refurb...yellow tint...returned, bought a new 21" in-store...yellow tint, returned...had them pull the replacement out of the box in the store, and yet again, yellow tint.

I'm moving on to a macbook pro, even though it's costing me about $1000 more. :(

[user1500]

I suspect Apple is using a new factory in China or has a new production line. Sometimes there are many bugs to work out in these things. I purchased a IMac in 2008 and loved it. In 2011, I wanted to upgrade, as I'm a photographer and my files are getting larger. First I bought the most expensive Mac Pro laptop they sold, $3200. When I received it, the screen just blitzed. They declared it "dead on arrival and took it back, no problem. Then I went to the Apple store and bought an IMac again, as I had good luck with the one bought previously. Sad to say, it was no faster then the one bought in 2008. So I took it back and upscaled to a Mac Pro and 30" Cinema screen. On the advise of the store employees, I didn't upgrade with Apple ram, but purchased 16 gigs on-line. The computer had Major problems. Spinning wheels, slow performance etc. But I let the return date pass, so was stuck with it. Took it in for a fast drop, they kept it 3 days and after getting no call, I went to the store. Said they couldn't replicate the problem, but no explanation of why 3 days and no call. Felt they were blowing me off by this time. Did a diagnostics text myself, holding the D button down and it came up with a error message about the ram. The on-line company sent me new ram and the machine worked fine. But when I did another diagnostics, it just got stuck at 1 hour and 40 minutes. Called Apple care. Major Mistake! Admittedly I was upset, but their technique of handling upset customers is the pass them to other people and make the experience "UNPLEASANT" Each person I talked to "3" said they would explain the situation with the next so I wouldn't have to start from ground zero again. Next person would start with, "Heard you have a spinning wheel or something to demonstrate I would have to start over again. Thanks Apple Care, just what I need when in this kind of nightmare. Last "senior tech" said to call back in a while, but gave wrong call back number, "THANKS". When I did reach his extension, he had gone home for the day. THANKS APPLE CARE ! No one ever explained why it was stuck, just said let it run longer. Last A. Care person I talked to, seemed to take delight in pushing a phone button repeatedly, so I took that loud beep in my ear every 20 seconds or so. So finally I let it run 11.5 hours, and still stayed stuck. I e-mailed Apple, saying I would take a hit of $600 or so, if they would just take it back, but no response.
Again, this seems so unlike Apple, so I suspect a new production line or factory being used. As for Apple Care? The people are either poorly trained or simply don't care to use even the most basic decency expected from a business.
All statements based on my experience.

[Lawrence007]

That is terrible. As posted by me, I had my 27" thrown at me by my, meanwhile ex retarded bitch because I ended the relationship. The Mac got thrown of the office desk twice and finally it flew through the living room where it got severely damaged but still it works perfectly... No dead pixels, nothing. Unfortunately it will cost time and money to get it fixed... I love the iMac! But Apple is the LOUSIEST company on the planet when it comes to hardware quality. I know sooo many people having had issues with broken mother boards, broken button on iPhone, broken graphics board, broken power supply, broken CPU blocks(PPC), dead pixels on the LCD of macBook Pro etc... ANd true, Apple almost always tries to find excuses to get awau with it without warranty! I have a white macbook which boots and after 15 seconds it shuts down. APple say: aha the moisture sensor turned red: no warranty! This has nothing to do with the problem so I am at the virge of suing them.... Terrible.

[leman]

I think these problems arise from the fact that defective machines usually come in a batch and these batches then get delivered to the same store. For instance, if someone slept on the job and this resulted in 100 faulty iMacs, these iMacs will usually be delivered to the same store. So the replacement is a bad machine as well. Apple can really improve things here (for instance, by randomizing the machines in the storage, so that "bad"machines are more equally distributed).

My 27" iMac was perfect from the beginning, no issues whatsoever. I feel sorry for your bad luck.

[Eduardo1971]

I am glad that my 27 inch imac which I've had for al most 4 weeks is problem free (well except for a slight humming noise that I only notice when it is quiet in the room). I feel bad for those encountering problems because it could have easily been me.

[user1500]

Thanks for your support. I had no one offer any. As for the term "bad luck", that refers to gambling etc., not buying high end equipment from a reputable American company. Apple seems so confident that they rule the market place now, that they don't even practice basic business principals, as in
Business 101
NO ONE TIME PROFIT IT EVER WORTH DESTROYING MANY LONG TERM PROFITS BASED ON REPUTATION FOR FAIRNESS AND DECENCY.

EVERY CUSTOMER IS A WALKING, TALKING ADVERTISEMENT THAT MONEY COULD NOT BUY AND INFLUENCES AT LEAST 10 OTHER PEOPLE ABOUT DEALING WITH A COMPANY AND THEIR PRODUCTS.

In all fairness,I'll write Apple Corporate headquarters about this and include these posts. See what kind of response I get.

[NutsNGum]

I've given up on the imac (for now).

Bought a 21" refurb...yellow tint...returned, bought a new 21" in-store...yellow tint, returned...had them pull the replacement out of the box in the store, and yet again, yellow tint.

I'm moving on to a macbook pro, even though it's costing me about $1000 more. :(

Apple wins.

The 21 inch screens are all crap. We had 3 at one point (all sent back) and every one of them was yellower than the Yangtze river.

[Nostromo]

I'm sorry that is the DUMBEST thing I've ever heard. This conspiracy theorist idea of customer service is just stupid.

Ok here is my experience with the "scummy company".

I bought a macbook pro. 1.5 months later I buy an ACD. I call to get applecare on my ACD (I already had it on my pro) and the rep actually just added the apple care for free to the monitor since I bought a macbook pro recently. These two items were not purchased on the same receipt and apple didn't even have to do this, I didn't even ask they just offered.

Now, that being said I ended up with a defective monitor. Oh well it happens I've worked in electronics long enough to know that its nothing abnormal. For reasons outside my and apples control my monitor got to where I am at 38 days after purchase, well beyond the return period.

Anyway, I called (it was a refurb monitor) and asked if I could return it and just purchase a new monitor instead since I didn't want to take a chance with another refurb. The rep on the phone not only took the old monitor back (well outside the return period) but also said for the inconvenience they would credit me $170 (so I only paid roughly $130 for the new monitor upgrade) but they also paid full shipping for my return monitor and my new one. And my applecare is still completely valid.

I'm sorry, Apples customer service is freaking amazing. I never even asked for these credits, free shippings, etc that they gave me. All I did was call and be polite because I used to work at the other end of that phone and I know exactly how it is.

Good example.

I think one should stay courteous and let the customer service rep do his job without aggravating him.

I know it's an emotional thing when something you just bought doesn't work.

Let the emotions pass, and only then call.

It makes it so much easier for everybody to get things right.

The advice someone gave to return for refund if the exchange is bad, too, is probably a good one.

[Mr Rogers]

I've had to return two i5 27in iMacs, one a new 2010 model, the other a 2011 - I've exchanged both for BTO i7 upgrade and 2G VRAM.

Whilst I had to talk to customer relations and spend a fair amount of time at it, I've always been polite, explained my case clearly and stated I expect replacements and not a refund.

After a fair bit of verbal exchange, Apple Reps fully understood where I stand, agreed machines had issues and that replacement was a better option than repair on practically new machines - hence I cannot complain, but you have to be clear and concise and stay the course.

As such, I can usually attest I'm 95% always happy with customer care and any repairs to-date in 10 years have been excellent.

I'm sorry about your experience, but my own demonstrates if you keep a cool head and speak to the necessary supervisors most issues are cleared up - I'm a hard customer to satisfy, so not sure what went wrong - but expressing anger over the phone certainly does not help - quite the reverse.

[gangof4]

What are the causes of dead pixels anyway? Does this mean the whole unit must be scrapped? Can their be fixed or can you switch out a component?

I don't hear these problems so much with 22 inch screen models (such as I have.)

[penduboy]

Hi all,

I am so sorry to hear OP's story and the issues other people have with their Mac machines. I myself on my 5th return of 27" iMac. Each have issues like hard drive noise, yellow tint etc. I can't believe why apple is producing these very expensive problematic machines.

I tried buying these from three different apple stores, but without any luck. With my experience in buying and returning these i can tell they just repack returns and pass on to the next customer. I finally decided to by refurbished from Apple website, this way I don't need to take computer back to store everytime as these stores are about 1 hour drive from my place.

I am not sure how many returns I have to do in order to have a problem free machine. I am not a happy customer.

Oh by the way I have returned 2010 refurb i7, 2011 i5 and 2011 i7.

[Nostromo]

I've had to return two i5 27in iMacs, one a new 2010 model, the other a 2011 - I've exchanged both for BTO i7 upgrade and 2G VRAM.

Whilst I had to talk to customer relations and spend a fair amount of time at it, I've always been polite, explained my case clearly and stated I expect replacements and not a refund.

After a fair bit of verbal exchange, Apple Reps fully understood where I stand, agreed machines had issues and that replacement was a better option than repair on practically new machines - hence I cannot complain, but you have to be clear and concise and stay the course.

As such, I can usually attest I'm 95% always happy with customer care and any repairs to-date in 10 years have been excellent.

I'm sorry about your experience, but my own demonstrates if you keep a cool head and speak to the necessary supervisors most issues are cleared up - I'm a hard customer to satisfy, so not sure what went wrong - but expressing anger over the phone certainly does not help - quite the reverse.

It's always a good thing to let the other party know what exactly you expect from them to be a satisfied customer.

[bushman4]

Regardless of what it is there's always lemons. However IMAC 21" and 27" seem to be plagued by the LG displays that they're using. Theres too many reports of problems on these forums. And yes we all own Apple products but this problem has been going on before the refresh and its time Apple addressed it.

[MacHamster68]

where is the problem ?
its a computer , it can be defective from new or will develop defects sooner or later , happens all the time at all manufacturers around the world oops i meant china as manufacturers are placed in china now in most cases ,and only the sellng company's are placed around the world

another important thing: no apple does not offer superior quality products , which is not possible as the internal parts are the same as the parts of other manufacturers ..intel, ati, lg..... which keeps the price low , and it's impossible if a manufacturer has millions of products coming of the production line to check every one of them for defects

all apple sells is a well designed product that looks good on your desk and with a starting price for a iMac 21.5 i5 2.5ghz of £999 and officially ends at the 27" i5 3.1ghz for £1649 it is cheap too , everything else on the website offered is BTO and cost more
but other manufactuers can keep up with that price/ price range and often are only cheaper at first glance take the lenovo idea centre A700 23" , it offers a i7 at the price of £999 , but only clocked at 1.7ghz so is not really more powerful then the 21.5 iMac 2.5 ghz i5 .
so why do people think they get for the price they pay better quality is beyond me ..same price ..same quality as neither lenovo or apple build the CPU, GPU, the HDD's , the ram , the display....
..both Apple and lenovo just assemble off the shelf parts and the only difference apple puts those parts in a aluminium case that makes it more difficult for the consumer to upgrade thats all

and if you want a 27" display then there is no other all in one option so far
the only thing that comes close is a dell 27" display (the same as the iMac but without the drawbacks ) and a dell/alienware aurora alx /area 51 alx desktop but that option is more expensive ,and might be a bit noisy as power needs cooling but to be fair offers a lot more power too and is easy to upgrade