27", 21.5" iMac Owners, test your screen for yellow tint issue here

[dirx]

I just recieved my 3rd imac.

The first was dead after 1 week,
second had the yellow tinge plus the buzzing sound when dimming the brightness and the third one has the yellowness again.

Serialnumber: W80062Q...
Ordered arround January 19th, delivered February 10th.

 

[cartel1]

What's the recommended course of action in the UK, do they have stock to swap these now? Or should I just stop my moaning and get on with using it

I could have probably lived with the yellow screen on mine, the main problem after using it for a month was that it would crash or freeze several times a day, I had at least 10 kernel panics also.

I called apple support in the UK and after several (mostly) helpful calls I was told that they were not doing repairs for the 27" and could only offer a refund.

The whole process is a bit odd though as I received no emails to confirm any of this, I was told to expect a call from TNT who would pick the imac up and when Apple had assessed it I would receive a refund.

I had a call from TNT with a returns number but when the driver picked it up he wanted an address to send it to and as I hadn't been given an address, all I could give him was the return number, he'd never heard of doing this, by the way!
Anyway he gave me a proof of collection note and now I have to wait or call Apple again to chase it up.

All a bit worrying

 

[iSee]

I repeat: what is the obsession with a "full replacement"? They are replacing the LCD panel which is the faulty part. Why do they need to replace the entire machine? If you want a refund I say that's fine.

According to the apple rep I spoke to they would replace the screen once only with no particular guarantee that the yellow tinge would be fixed. That's because Apple doesn't consider the yellow tinge to be a defect and that they were only offering the panel replacement as some kind of courtesy. He also said that the computer would no longer be returnable after the repair, even if the repaired screen exhibited the yellow tinge.

By the way, he did not offer up these limitations on the panel replacement. I was about to go for it but thought I'd ask a few questions. Obviously, I opted for a refund (though ultimately I ended up with an exchange instead -- funny how it worked out that way, eh?).

 

[SaSaSushi]

According to the apple rep I spoke to they would replace the screen once only with no particular guarantee that the yellow tinge would be fixed. That's because Apple doesn't consider the yellow tinge to be a defect and that they were only offering the panel replacement as some kind of courtesy. He also said that the computer would no longer be returnable after the repair, even if the repaired screen exhibited the yellow tinge.

That is absolutely not Apple's policy here. I think that's ridiculous. If you have an LCD panel with an obvious yellow tinge they will replace the panel. If the replacement also has one it is defective and they will replace that as well. In the case of the 24" iMac I returned in 2007 I sent a video right on the desktop of myself clearly pointing out the gradient on the screen as well as A4 sized photos of the screen with the defect area circled. I asked them to replace it and verify the color uniformity of the replacement and they did so.

Judging by some of the reports I'm reading in here, people are being fed all sorts of ridiculous crap misinformation by Apple reps and that's a shame.

 

[spcdust]

I repeat: what is the obsession with a "full replacement"? They are replacing the LCD panel which is the faulty part. Why do they need to replace the entire machine? If you want a refund I say that's fine.

It's about offering the customer the widest range of options on a product that was sold to them faulty. I think it's perfectly reasonable not not want a costly brand new product to be immediately repaired due to a manufacturing fault.

It's also interesting that one poster on this forum who has just had his screen replaced said that it seemed to be a lot more complicated than just a simple swap out? Finally, sometimes a repair can be just a Bandage to an issue, who knows wether further simple internal design changes may have implemented at the production line to address the issue?

If you're happy to accept a repair then that's fine but I think the way Apple is corralling customers into "Repair is the only option" is somewhat questionable.

 

[MMM.PWR]

I just recieved my 3rd imac.

The first was dead after 1 week,
second had the yellow tinge plus the buzzing sound when dimming the brightness and the third one has the yellowness again.

Serialnumber: W80062Q...
Ordered arround January 19th, delivered February 10th.

Are you happy with it?

 

[dirx]

Are you happy with it?

Of course not lol

I m exchanging it until I get a flawless one...
But I doubt that they even exist.

 

[kfscoll]

Got my replacement iMac yesterday. It's a week 06/2010 model. Everything is perfect except for the yellow tinge, which the previous one had as well.

Phoned Apple today and they said they had found a fix for the yellow tinging issue two days ago. They said they've received new displays and mine can be replaced for free at the nearest Apple Service Center.

Here's to hoping the fix is for real.

Are you going for the repair? If so, please keep us updated. I also got a call two days ago stating that they were now able to repair the problem and to bring my iMac in for service.

 

[09iMac=Fail]

Gross!

I just recieved my 3rd imac.

The first was dead after 1 week,
second had the yellow tinge plus the buzzing sound when dimming the brightness and the third one has the yellowness again.

Serialnumber: W80062Q...
Ordered arround January 19th, delivered February 10th.

Haven't seen one that bad in a while. Discouraging to say the least.

 

[MMM.PWR]

Returning my iMac. waiting for the next revision.

 

[SaSaSushi]

It's about offering the customer the widest range of options on a product that was sold to them faulty. I think it's perfectly reasonable not not want a costly brand new product to be immediately repaired due to a manufacturing fault.

I think there's some communication gap here. The problem is clearly one of semantics.

I am of the opinion that Apple should be replacing yellow-tinted LCD panels with brand new, untinged displays. That is what the "repair" in question entails.

For the umpteenth time, why do you need a whole new machine? The LCD panel is faulty. Even with a full replacement you need to send your machine back and are without it for a period of time. I've heard about some who get replacement machines before they send their faulty ones back but there is no such policy with Apple here.

 

[JimKirk]

This is pretty sad

I believe my 4th replacement also has a yellow tinge. I'll upload a photo later.

Backlight bleed is also pretty bad.

I am calling tomorrow to see what can be done.

 

[iSee]

That is absolutely not Apple's policy here. I think that's ridiculous. If you have an LCD panel with an obvious yellow tinge they will replace the panel. If the replacement also has one it is defective and they will replace that as well. In the case of the 24" iMac I returned in 2007 I sent a video right on the desktop of myself clearly pointing out the gradient on the screen as well as A4 sized photos of the screen with the defect area circled. I asked them to replace it and verify the color uniformity of the replacement and they did so.

Judging by some of the reports I'm reading in here, people are being fed all sorts of ridiculous crap misinformation by Apple reps and that's a shame.

Well, I've got to go with what the Apple guy tells me. There's no way I could accept a panel replacement under those conditions.

I agree that it's ridiculous. The guy I talked to said a series of ridiculous things, so hopefully he's not stating Apple's policies correctly either.

 

[MMM.PWR]

Apple reps are nice but not all that reliable. I was on the phone with them tonight for about an hour. The first guy was explaining to me how they were not accepting exchanges anymore because they had enough to "test / research." He did say that if the repair didn't fix the issue they would try again. After he transferred me to his supervisor the supervisor told me that I had several options including a refund, exchange, or repair. Originally I thought - why not go for another exchange, the worst that can happen is I get a refund on that one instead, but I took the refund in the end. I'll keep my eyes on this section of the forums and see how these repairs go. I'll more than likely wait for the next iMacs coming out and take advantage of the annual back to school specials.

I believe my 4th replacement also has a yellow tinge. I'll upload a photo later.

Backlight bleed is also pretty bad.

I am not sure I will keep it.

Do take a picture, I'm interested in seeing the screen. For backlight bleeding purposes dim the room lights and use a black screen. When I was checking my screen today I opened a white screen in photoshop, hid the dock and I noticed the horizontal "shadow" line across the screen (it'd be more or less in the area where the dock would be)

 

[ugokutana]

I've heard about some who get replacement machines before they send their faulty ones back but there is no such policy with Apple here.

Just ask for it. I exchanged my iMac in that way.

 

[ascender]

I could have probably lived with the yellow screen on mine, the main problem after using it for a month was that it would crash or freeze several times a day, I had at least 10 kernel panics also.

I called apple support in the UK and after several (mostly) helpful calls I was told that they were not doing repairs for the 27" and could only offer a refund.

The whole process is a bit odd though as I received no emails to confirm any of this, I was told to expect a call from TNT who would pick the imac up and when Apple had assessed it I would receive a refund.

I had a call from TNT with a returns number but when the driver picked it up he wanted an address to send it to and as I hadn't been given an address, all I could give him was the return number, he'd never heard of doing this, by the way!
Anyway he gave me a proof of collection note and now I have to wait or call Apple again to chase it up.

All a bit worrying

Thanks for the info. That's very strange from the courier company, I'm sure when I had to return a machine ages ago UPS turned up with labels ready to go.

The yellowing is driving me nuts now. Can't stop noticing it so I guess a call to Apple is coming today. I've recently sold my laptop though, so feck knows what I'll do for a machine in the time being.

 

[dirx]

An after sales support agent just admitted that the current production line has massive problems. He says that he probably cant send me a fourth replacement. He suggest me to refund the 2000 Euros and said I should wait at least 2 month till they got their production **** straight.

This is ****ed.

 

[Libertine Lush]

An after sales support agent just admitted that the current production line has massive problems.

This is an agent from Apple or a reseller?

 

[dirx]

This is an agent from Apple or a reseller?

After Sales Support Agent from Apple Germany.

 

[SaSaSushi]

Just ask for it. I exchanged my iMac in that way.

I did back in '07 when I had the gradient issues with my 24" mid-2007 machine but my i7 iMac is fine with no yellow tinge. They told me at that time that they did not have a policy of sending out new machines before old ones were sent back under any circumstances.
Did you get a bad 27" screen here in Japan then?

If so, thanks for the info. I shall keep it for future reference and next time won't take no for an answer.

 

[spcdust]

An after sales support agent just admitted that the current production line has massive problems. He says that he probably cant send me a fourth replacement. He suggest me to refund the 2000 Euros and said I should wait at least 2 month till they got their production **** straight.

This is ****ed.

Not doubting your word but this is a very odd thing for an Apple Agent to say - it's obvious it's not an official bulletin the front line staff have been given aka "inform returning customers that the production line has massive problems....", and I doubt that phone centre staff, spread across the Globe, have that much insight into what's going on in Shanghai.

Take the refund or speak with another agent as it sounds like you may have got either:

1. A brutally truthful agent who is risking his job by telling you this.
2. An agent who is just talikng BS just to fob you off.

 

[dirx]

Not doubting your word but this is a very odd thing for an Apple Agent to say - it's obvious it's not an official bulletin the front line staff have been given aka "inform returning customers that the production line has massive problems....", and I doubt that phone centre staff, spread across the Globe, have that much insight into what's going on in Shanghai.

Take the refund or speak with another agent as it sounds like you may have got either:

1. A brutally truthful agent who is risking his job by telling you this.
2. An agent who is just talikng BS just to fob you off.

I dont want the refund. I want a computer that works, with a flawless display. I asked him why he cant send me a fourth iMac. Then he told me the reason.

I m not judging it, its just the way it is.

 

[toby23]

I just got off the phone with a 'senior' sales support manager.
After 1 hour discussion, I was offered one final exchange.

I have had 4 imac's so far, the last which was also the worst, was delivered yesterday (Week 03, 27" i7, 8GB Ram, ATI 4870).

I was also told that the 15% refund deal is ONLY valid for the UK and US.
I live in Switzerland, so that counts me out.
I was offered one final replacement or a full refund.

A comparable MacPro and Monitor would cost me twice as much.
Wish I hadn't sold my 30" cinema display to pay towards the i7.

In the last 15 years, I have never been so disappointed with Apple as now.

Toby

Comparison Photo of my Original iMac i7 (Week 45) and yesterday's 3rd replacment.

 

[spcdust]

I dont want the refund. I want a computer that works, with a flawless display. I asked him why he cant send me a fourth iMac. Then he told me the reason.

I m not judging it, its just the way it is.

I'm not sure who you are dealing with, I've only dealt with Executive Care who are the highest level of customer care who can basically authorise anything on your account / order.

If you want a replacement and not a refund send an e-mail to sjobs@apple.com - this will be dealt with by Executive Care - it might take them 2-4 days to respond. Calmly explain your disappointment and situation and what resolution your are seeking and give them a contact phone number as well. The great thing with this is once they make contact with you they are your sole point of contact. The big thing here is always keep it friendly and calm in your dealings with them and you'll be amazed what they'll do for you.

Sorry if I'm preaching to the converted but thought it was worth a heads-up.

 

[dirx]

If you want a replacement and not a refund send an e-mail to sjobs@apple.com - this will be dealt with by Executive Care - it might take them 2-4 days to respond.

And next time I have a bluescreen at work, I ll fire an email to bgates@microsoft.com?

Please dont make fun of my situation
I m trying to get an iMac since they got announced.