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27", 21.5" iMac Owners, test your screen for yellow tint issue here
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AppleCare Update From Tier 2
I spoke with Applecare today regarding the yellow hue issue that some of us are experiencing, this was a follow up call on my part to an existing case number - I was basically seeing if there was any acknowledgment from Apple of the issue. After some discussion with the Tier 1 support operator, who was happy to organise a repair which I declined, they passed me to Tier 2 as this would enable them to capture my complaint data for collation (whatever that means). Anyway. here's where it gets more interesting....
The Tier 2 support guy categorically stated the following:
1. Apple engineers are fully aware of the yellowing screen issue and are investigating what the cause is.
2. They are convinced it is not a hardware issue but something that can be addressed by a software / firmware update.
3. There would be no point in a replacement computer as it would be likely that it would suffer the same problem.
4. There would be no point seeking a repair it would be likely that it would suffer the same problem.
I really pursued his points, I 100% confirmed that we were talking about the yellow colour hue issue and not the screen flicker - he confirmed this on several occasions. He seemed adamant that they have identified that it is not hardware issue - when I said that just leaves the GPU he commented that the screen also has chips that manage the backlighting etc. he also inicated that Apple will address the issue and thanked me for my patience until such time as this was implemented. Anyway, perhaps the Tier 2 guy was paying me lip service, however he did seem to be fully up-to-speed with the issue and confident in his responses to my questions. I'd also add that both the Tier 1 and 2 operators were very helpful and polite so no complaints there.
I'm still adopting a wait-and-see policy - I have a case number recorded and obviously this is updated when I call so we'll see what transpires.
I spoke with Applecare today regarding the yellow hue issue that some of us are experiencing, this was a follow up call on my part to an existing case number - I was basically seeing if there was any acknowledgment from Apple of the issue. After some discussion with the Tier 1 support operator, who was happy to organise a repair which I declined, they passed me to Tier 2 as this would enable them to capture my complaint data for collation (whatever that means). Anyway. here's where it gets more interesting....
The Tier 2 support guy categorically stated the following:
1. Apple engineers are fully aware of the yellowing screen issue and are investigating what the cause is.
2. They are convinced it is not a hardware issue but something that can be addressed by a software / firmware update.
3. There would be no point in a replacement computer as it would be likely that it would suffer the same problem.
4. There would be no point seeking a repair it would be likely that it would suffer the same problem.
I really pursued his points, I 100% confirmed that we were talking about the yellow colour hue issue and not the screen flicker - he confirmed this on several occasions. He seemed adamant that they have identified that it is not hardware issue - when I said that just leaves the GPU he commented that the screen also has chips that manage the backlighting etc. he also inicated that Apple will address the issue and thanked me for my patience until such time as this was implemented. Anyway, perhaps the Tier 2 guy was paying me lip service, however he did seem to be fully up-to-speed with the issue and confident in his responses to my questions. I'd also add that both the Tier 1 and 2 operators were very helpful and polite so no complaints there.
I'm still adopting a wait-and-see policy - I have a case number recorded and obviously this is updated when I call so we'll see what transpires.
Thanks for this feedback.
Of course, it would be great if the yellow tinge problem could be solved by a firmware update. And the explanation of chips in the screen itself sounds plausible. However, I'm still a bit skeptical, although I understand you really persued this.
My iMac is perfect, apart from the yellow tinge, so I decided to wait too until Apple comes with a solution. Fingers crossed a firmware update will do the trick
Hmmm, another skeptical thought crossed my mind....
If engineers at Apple are sure it is firmware and replacing and repairing of computers will not help, why doesn't Apple send out a statement like " We know of the yellow tinge problem, hold on to your iMacs because we will bring out a firmware solution"?
Hmmm, another skeptical thought crossed my mind....
If engineers at Apple are sure it is firmware and replacing and repairing of computers will not help, why doesn't Apple send out a statement like " We know of the yellow tinge problem, hold on to your iMacs because we will bring out a firmware solution"?
I'm just happy it's on their RADAR and are theoretically on the road to a solution.
Fingers crossed!
Very, very interesting post.. thanks for writing this up! These are the posts I look forward to the most, folks getting Apple's feedback..
My only comment is in regards to #1.. He stated to you that Apple engineers are still investigating the cause.. I have to believe that Apple engineers at this point know EXACTLY what is causing the issue, and that they are more likely figuring out the best repair option that will not break the bank for Apple (i.e., firmware update versus panel swap, versus other new hardware in addition to new panel, versus replacing the entire machine)... If Apple engineers at this point still do not know what is causing the issue, well, that does not speak well for Apple...
This is theory only, but I am wondering if this will require more than just a firmware update or even a swap of an LED panel, perhaps this requires a bit of re-design on the iMac itself which is why Apple is taking so long figuring out a solution for customers that have purchased the new iMac.. Otherwise by now LG would have fixed the issue, new panels would be updated on the production line and Apple would post online to get LED panels swapped on existing iMacs... I think that there is something bigger going on here than just a panel issue (i.e., panel is too close to certain components).. But hey, I work in software development, not hardware, so I am throwing a theory out there....
Hmmm, another skeptical thought crossed my mind....
If engineers at Apple are sure it is firmware and replacing and repairing of computers will not help, why doesn't Apple send out a statement like " We know of the yellow tinge problem, hold on to your iMacs because we will bring out a firmware solution"?
Regarding Apple issuing a statement, it's not really their form, look at the firmware update for the flickering screen - that went on for 1 1/2 months with no statement from Apple and then the firmware update just became available.
I'm a bit skeptical but what can you do? For the moment I'll give Apple the benefit of the doubt and if nothing comes of it then I'll seek a repair or even replacement as the screen, in it's current state, is not fit for purpose.
I agree that this sounds quite plausible. It's the bottom line (money) essentially, which will dictate how this is handled. But like I said, I'm glad there's a fix on the foreseeable horizon.
For Apple's sake, I hope it's more of a logistics thing than soemthing which will harm them monetarily. I very much want Apple to succeed. PCs have worn out their welcome.
These reps are all full of crap.
The fact is that they know less than you do about the problem.
You can tell that they make the **** up.
Just talk to more than one.
I was told that the issue was repaired last month (Dec 18th) and that all machines after that will not have the issue.
That is BS as machines are still shipping with yellow screens.
I was told by others that they have never heard of this before.
That is B.S.
I was told by executive relations that they are investigating the issue.
That is B.S. It does not take that long to investigate any hardware issue. This is almost 3 months later and they still have problems with yellow displays and flickering displays.
I was told that the capture window for taking sample machines was closed and they they already have sufficient data to investigate the issue.
A week later another rep wanted to capture my machine for engineering to look at.
B.S.
So see the pattern? Everyone is lying because Apple is not doing anything to fix this. They will simply sell through all the bad inventory of bad screens and will try to resolve in the next batch of displays from LG.
The fact is that they know less than you do about the problem.
You can tell that they make the **** up.
Just talk to more than one.
I was told that the issue was repaired last month (Dec 18th) and that all machines after that will not have the issue.
That is BS as machines are still shipping with yellow screens.
I was told by others that they have never heard of this before.
That is B.S.
I was told by executive relations that they are investigating the issue.
That is B.S. It does not take that long to investigate any hardware issue. This is almost 3 months later and they still have problems with yellow displays and flickering displays.
I was told that the capture window for taking sample machines was closed and they they already have sufficient data to investigate the issue.
A week later another rep wanted to capture my machine for engineering to look at.
B.S.
So see the pattern? Everyone is lying because Apple is not doing anything to fix this. They will simply sell through all the bad inventory of bad screens and will try to resolve in the next batch of displays from LG.
I think this is spot on. I know this is probably a complete guess but how many panels due you think an initial order would be and when would a new batch be in?
i can believe that this could be fixed by a firmware update. There could be a problem with the control board on the display that is causing some of the led backlights to not paint the same uniform color. If they are able to adjust the color of these leds from the control board they should be able to fix the yellow tint
Understand your frustration and perhaps you are correct but ultimately your final point is an unsubstantiated opinion.
As a forum contributor we can only report back on our experiences - of course it could all purely be lip service from AppleCare. On my part I did politely BUT firmly press the support guy and their was no hesitation in his responses and I asked several times "You can categorically state that Apple engineers are investigating this issue" - he repeatedly confirmed this.
With regards to the length of time it takes to investigate the issue - I can well believe it as we really don't know how far they are along with this process. We have to factor in things such as when they began the process (December?), how they prioritised it compared with other issues (correcting the screen flicker?), what parties, both internal and external, are involved etc. Saying all that I'm also inclined to agree with IndustrialSpace - if it's bigger than a simple "soft" fix via firmware then a cost analysis will be also be required.
End of the day if your screen is a nice shade of yellow Apple won't be able to deny what is plain to the eye - they will ultimately have to sort it out. If the issue is bigger than a firmware fix maybe they won't ever publicly acknowledge it but silently replace/repair customers on a case-by-case basis - it's crafty but not uncommon in the corporate world.
You can check the data/submissions compiled here: http://www.imac.squeaked.com/results.php
It's obviously informal, but no more so than this thread or elsewhere. So far there is one submission for a Week 02 system. When you click on the week's hyperlink, it will bring you to a screen showing only the submissions pertaining to that week.
Bear in mind the figures could be slightly misleading as you would think that there would be a higher volume of sales prior to the holiday season.
Mine is an 02 and still has the problem. I should also mention that it's the 3rd replacement..
Got my i5 from Amazon earlier this afternoon! Runs like a dream. Went through the checklist and virtually no problems at all. I'm extremely impressed.
The only two problems I've found so far are minor. Very minor.
1. There's a bit of yellow in the lower-right corner of the screen, but it's subtle. I'm talking stupidly subtle. With the test, it's certainly noticeable, but it's impossible to notice in day-to-day tasks. I've got plenty of white and light grey windows open right now and it's as if the yellow isn't there. I'm a photographer that often lets things like this get in the way of my work, and I'm definitely obsessive-compulsive when it comes to the kind of detail we're talking about here, and I have no problem with the tinge whatsoever. Doing some test work with wedding photos, I didn't notice it in the slightest, even dealing with bright colors and white dresses.
2. There's one dead iSight pixel. Just one. I actually laughed when I saw it.
My model number begins with W8953, so I'm assuming it's a week 53 model.
Congratulations, Apple, on having another happy customer. I'm beyond impressed with the machine. I wish I could find some more games to try out, as World of Warcraft is all I've got, and the Doom 3 demo performed horribly (I'm assuming because it's through Rosetta as the demo isn't a Universal app). If anyone knows of decently new games with demos that are Mac native, let me know!
The only two problems I've found so far are minor. Very minor.
1. There's a bit of yellow in the lower-right corner of the screen, but it's subtle. I'm talking stupidly subtle. With the test, it's certainly noticeable, but it's impossible to notice in day-to-day tasks. I've got plenty of white and light grey windows open right now and it's as if the yellow isn't there. I'm a photographer that often lets things like this get in the way of my work, and I'm definitely obsessive-compulsive when it comes to the kind of detail we're talking about here, and I have no problem with the tinge whatsoever. Doing some test work with wedding photos, I didn't notice it in the slightest, even dealing with bright colors and white dresses.
2. There's one dead iSight pixel. Just one. I actually laughed when I saw it.
My model number begins with W8953, so I'm assuming it's a week 53 model.
Congratulations, Apple, on having another happy customer. I'm beyond impressed with the machine. I wish I could find some more games to try out, as World of Warcraft is all I've got, and the Doom 3 demo performed horribly (I'm assuming because it's through Rosetta as the demo isn't a Universal app). If anyone knows of decently new games with demos that are Mac native, let me know!
It seems many of you don't know how basically the LCD panel works and the panel in iMac has edge-lit backlight. Otherwise, the fact that there is no fix unless replacing the LCD panel or swapping out the machine wouldn't be misunderstood.
"We were told by the apple engineers that the problems have been fixed"
Update (few days later):
Second paragraph has more interesting developments.
I call the company that was suppose to be replacing the screens for us in the morning, they said the replacement screens have arrived but the video cables will take an additional week to get here. The tech said they had experience fixing the yellow tint problem (he said they fixed about 7) and that the cable isn't necessary. So I scheduled an appointment for Friday.
At 4:30pm APPLE calls me to check up on the status of my repair, I told them the same thing I just told you guys above. Then they said "We would actually like to replace those computers for you." I told him I was worried about getting three more machines with the Yellow tint problem and he says...
"We were told by the apple engineers that the problems have been fixed"
I was worried about the 3 week backorder but he said orders related to issues with yellow tint will have precedent so we should have our computers in a week.
Now I'm just waiting for emails with further instructions on how to send back the current 3 machines.
I will update on the status and screen test results for the new machines when we get them.
Update (few days later):
Second paragraph has more interesting developments.
I call the company that was suppose to be replacing the screens for us in the morning, they said the replacement screens have arrived but the video cables will take an additional week to get here. The tech said they had experience fixing the yellow tint problem (he said they fixed about 7) and that the cable isn't necessary. So I scheduled an appointment for Friday.
At 4:30pm APPLE calls me to check up on the status of my repair, I told them the same thing I just told you guys above. Then they said "We would actually like to replace those computers for you." I told him I was worried about getting three more machines with the Yellow tint problem and he says...
"We were told by the apple engineers that the problems have been fixed"
I was worried about the 3 week backorder but he said orders related to issues with yellow tint will have precedent so we should have our computers in a week.
Now I'm just waiting for emails with further instructions on how to send back the current 3 machines.
I will update on the status and screen test results for the new machines when we get them.
While this is OT, try loading Windows up and playing games, are there are tons of games AND demos available.
Do people not remember the gradient issue on ALMOST ALL 24" iMac screens?
I do.
I sent two back to apple and asked for my money back.
Still no 'fix' or acknowledgement from Apple to this day.
I will not buy another iMac until reports flow in of perfect screens.
I honestly think they are buying defective screens for cheap, why do you think they're selling such good panels for the price of the iMac.
I do.
I sent two back to apple and asked for my money back.
Still no 'fix' or acknowledgement from Apple to this day.
I will not buy another iMac until reports flow in of perfect screens.
I honestly think they are buying defective screens for cheap, why do you think they're selling such good panels for the price of the iMac.