27" Core i7 iMacs Arriving DOA or With Cracked Screens?

thejadedmonkey

macrumors G3
Original poster
May 28, 2005
8,122
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Pennsylvania
Granted Engadget liked to sensationalize things, but I thought this was worth noting.

Apple's new Core i7-based iMac might be a performance monster, but it looks like it's having some problems getting out of the gate: in addition to those previously-noted performance issues, a quick glance across Apple's support forums and on other Mac boards around the web reveals that machines are showing up DOA and / or with cracked screens. We're a little more familiar with the DOA issue, since the new i7 we just bought doesn't boot at all, but the cracked screen issue seems to be equally common and mostly affecting the bottom left corner, from what we can tell. Now, our review Core 2 Duo 27-inch iMac is perfectly fine, and Chris Ziegler's new Core i7 machine doesn't have any problems either, so these obviously aren't universal issues, but if you're about to stick one of these under the tree for someone it might be wise to do some surreptitious testing first.
http://www.engadget.com/2009/11/24/core-i7-imacs-showing-up-doa-including-ours/
 

i7QuadCoreMania

macrumors 6502
Nov 10, 2009
282
0
wow I guess I really lucked out this time after apple sold me a 24" with a stuck red pixel right smack in the middle!:mad:

My i7 so far is perfect, no stuck pixels and no problems like I am hearing, ordered it Oct 21st and it arrived 2 Fridays ago.:D
 

Sun Baked

macrumors G5
May 19, 2002
14,859
57
Wouldn't be the first time that either the Apple packaging and the machine's size intersect to not survive delivery.
 

tclamp07

macrumors member
Oct 26, 2008
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MH01

Suspended
Feb 11, 2008
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Apple are on a seriously slippery slope. And this after the Snow Leopard shenanigans, too.

http://www.engadget.com/2009/11/24/core-i7-imacs-showing-up-doa-including-ours/
Its not actually that surprising if you have been with apple for a while. Their Rev A machines are know to have issues, some people do not buy till rev b comes out. In the last two years, I have ordered 1x MBA , 1xMBP 15, 1xMBP 17 and 1xmini. It took me 3 MBA to get one with defects, returned 2x MBP15 and gave u, went to the 17 and on the second one I was happy. The mini was fine though.

I got an i7 arriving in 2 days and I actually have an expectation that it will have issues.

To be honest, Apple products have improved from a desgin point of view in leaps and bounds, sadly the QA is aweful these days, the defects I had with my MBs were completely unacceptable and should have never shipped. I really wish Apple had better QA before shipping. Sure they will replace them straight away but the customer has to wait a few weeks if they bought a BTO.

Fingers crossed the new i7 beats the odds and is perfect.
 

C64

macrumors 65816
Sep 3, 2008
1,234
222
I'd call that a pathetic excuse.
Yes, because Apple is so happy with unsatisfied customers and loves taking defective products back.

It's hardware; it's mass production; one in many has flaws; people only post about the flawed; "problems" get blown out of proportion.
 

MH01

Suspended
Feb 11, 2008
12,107
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Yes, because Apple is so happy with unsatisfied customers and loves taking defective products back.

It's hardware; it's mass production; one in many has flaws; people only post about the flawed; "problems" get blown out of proportion.
Being hardware and mass produced has nothing to do with a proper QA process. The question is how much would a thorough QA process slow down the production and shipment of new products, it would appear apple is happy to lower the QA process to ship more products and deal with the defects after, I am sure they have done their studies and this is more profitable. Unsatisfied customers are handled by Apples excellent customer service process, and 14 day return policy.

My housemate got a new MBP 17 (first time mac user), which had a huge scratch he was disappointed, I told him to take it straight back, three laptops later he got one he was happy with, and he was still happy at the end cause of the way he was treated by Apple customer service, now looking at this logically without the warm and fuzzy feeling, 3 laptops to get one u are happy with is not good QA
 

C64

macrumors 65816
Sep 3, 2008
1,234
222
Being hardware and mass produced has nothing to do with a proper QA process. The question is how much would a thorough QA process slow down the production and shipment of new products, it would appear apple is happy to lower the QA process to ship more products and deal with the defects after, I am sure they have done their studies and this is more profitable.
Sure, they probably limit the QA process as much as possible to up sales and thus profits. That's the same for every company and nothing new. This doesn't mean that they'll just ship crap and hope for the best. The real question here is which percentage of iMacs is actually defective at this point, and whether or not that's something out of the ordinary. Users complaining about defects or a few blog posts picking out the bad Apples are still not giving us real insights into these numbers.

Unsatisfied customers are handled by Apples excellent customer service process, and 14 day return policy.
Still, if there really are all these defective products, they still have to take them back. And most people rather have a working computer right away than bother with customer services and return policies before they have what the initially paid for. Apple is focussing on switchers more than ever; counting on 'eventually working it out' isn't part of that strategy. If Apple is really cutting the QA process short and shipping as many defective products as some people like to believe, that's just bad business—something Apple is really not after.
 

filmgirl

macrumors regular
May 16, 2007
215
8
Seattle, WA
You know, I'm usually one to dismiss the whole "bad batch" theory -- and in all likliehood, that's probably still the case now -- but for instance, I know that on Flight 84 that went out from the first shipping group (that I was on), at least four of us in the thread had problems and are waiting for replacements (mine looks like it is shipping out today, a few days early, which is nice -- I probably won't get it until Monday b/c of the holiday weekend, but it's still nice to have it ship). Add to that, I know three other people that were in that same group (not sure if they were on the same plane or not, but they got machines the same time I got mine) who also had problem units.

I've Apple products have problems out of the box before -- it's not a huge thing -- but I've never been able to first-hand know so many cases of people with issues all surrounding the same product type.

Granted, my sample is not scientific and I'm not trying to say that this is indicative of any greater QC issue -- I don't think it is -- but it's just one of those, "well damn, that sucks" sort of things.

It's just odd.

ETA:

Unsatisfied customers are handled by Apples excellent customer service process, and 14 day return policy.
OK, fair enough, but it's still a pain in the ass. Frankly, and I love Apple, but they had one choice and one choice only when I discovered the first day I actually got to use my i7 for work that it was defective (and had I not been trying to connect it to a second monitor I might not have figured out the problem until way later) and that was to send me a new unit. That's the only option when a three day old machine is broken, end of story. When the Apple Tech suggested I take it into an Apple Store (where they would most certainly just order me a new one), I had to go all "yeah, I got this Friday after waiting two and a half weeks for delivery, I'm not taking a $2400 computer into the Apple Store when it's 3 days old." and he transferred me to Customer Service and the woman there was wonderful.

As much as I love Apple and Mac OS X, if I was actually told that I'd have to take a machine I just bought -- a BTO machine at that -- in for repair rather than getting a new one sent to me, I'm not sure I'd actually keep the machine. I'll give Apple credit for being courteous and helpful and generally wonderful to deal with, but in this case, sending out a replacement for those of us that JUST got a computer isn't good customer service, it's pretty much what any company should do.
 

Music_Producer

macrumors 68000
Sep 25, 2004
1,626
0
You think only Apple has this problem? Ever since manufacturing shifted to China, I've seen a massive drop in QC for all brands.

I work in pro-audio and we received a $25,000 digital audio console that was completely dead - with a bunch of faders chipped off. The replacement we received worked perfect but it had a few cosmetic flaws - think you have angst spending $2k and getting a scratched laptop? Try spending 10 times that amount and still not getting a perfect product!

I remember when Digidesign used to sell some good gear back in the 90s - they shifted production to China and lately their stuff is so darn cheaply made with knobs falling off and stuff not working half the time. I would gladly pay $1000 more for something that will work and last a long time, like they used to. :mad:
 

robotkiller

macrumors 6502
Oct 25, 2009
319
0
A large part of this sounds like a shipping issue as well - whether that be packaging that's a bit too lightweight or Fedex being too aggressive with their handling (which is unquestionably an issue, in my experience)
 

Pressure

macrumors 601
May 30, 2006
4,034
284
Denmark
So not everything works 100% of the time? Who would have thought, out of all the millions of products Apple Inc. sells ...
 

loljob

macrumors newbie
Nov 24, 2009
3
0
You know, I'm usually one to dismiss the whole "bad batch" theory -- and in all likliehood, that's probably still the case now -- but for instance, I know that on Flight 84 that went out from the first shipping group (that I was on), at least four of us in the thread had problems and are waiting for replacements
Sounds like a rough flight.

Anyways, like C64 said this may be blown way out of proportion. Until we see any specific numbers this isn't worth worrying about. The only reason Engadget wrote this article is because they themselves got a DOA iMac, thus causing them to glance the Apple support forums looking for similar problems. Not exactly scientific research, and without any specific numbers a pretty bad and unnecessary post by Engadget.
 

bobob

macrumors 68040
Jan 11, 2008
3,079
1,951
You think only Apple has this problem? Ever since manufacturing shifted to China, I've seen a massive drop in QC for all brands.
Bingo! We have a winner.
Incorrect.

QC standards are specified by Apple, not China. If Apple wanted to set higher QC standards, they would have to pay China more to manufacture them. It has nothing to do with the country of manufacture, and everything to do with Apple's profit margin.
 

peskaa

macrumors 68020
Mar 13, 2008
2,104
5
London, UK
Plus, you're reading Engadget. They get a DoA machine, that could happen to anybody, and so they post a news article that makes out it is a big issue. If they didn't get a DoA, they wouldn't have posted - they're just annoyed they got one!
 

NevadaJack

macrumors 6502
Mar 8, 2005
464
0
Las Vegas, NV
You know, I'm usually one to dismiss the whole "bad batch" theory -- and in all likliehood, that's probably still the case now -- but for instance, I know that on Flight 84 that went out from the first shipping group (that I was on), at least four of us in the thread had problems and are waiting for replacements (mine looks like it is shipping out today, a few days early, which is nice -- I probably won't get it until Monday b/c of the holiday weekend, but it's still nice to have it ship). Add to that, I know three other people that were in that same group (not sure if they were on the same plane or not, but they got machines the same time I got mine) who also had problem units.

I've Apple products have problems out of the box before -- it's not a huge thing -- but I've never been able to first-hand know so many cases of people with issues all surrounding the same product type.

Granted, my sample is not scientific and I'm not trying to say that this is indicative of any greater QC issue -- I don't think it is -- but it's just one of those, "well damn, that sucks" sort of things.

It's just odd.

ETA:



OK, fair enough, but it's still a pain in the ass. Frankly, and I love Apple, but they had one choice and one choice only when I discovered the first day I actually got to use my i7 for work that it was defective (and had I not been trying to connect it to a second monitor I might not have figured out the problem until way later) and that was to send me a new unit. That's the only option when a three day old machine is broken, end of story. When the Apple Tech suggested I take it into an Apple Store (where they would most certainly just order me a new one), I had to go all "yeah, I got this Friday after waiting two and a half weeks for delivery, I'm not taking a $2400 computer into the Apple Store when it's 3 days old." and he transferred me to Customer Service and the woman there was wonderful.

As much as I love Apple and Mac OS X, if I was actually told that I'd have to take a machine I just bought -- a BTO machine at that -- in for repair rather than getting a new one sent to me, I'm not sure I'd actually keep the machine. I'll give Apple credit for being courteous and helpful and generally wonderful to deal with, but in this case, sending out a replacement for those of us that JUST got a computer isn't good customer service, it's pretty much what any company should do.
My 27" i7 is one that was on Flight 84 with the poster and my machine arrived in perfect condition. However on the 4 th day of ownership it slowed down with many beach balls and locking up. Opened Disk Utility and the 1TB HD was in RED! A note to the left indicated drive was failing, backup your system and call Apple.

I called Apple and got great service. They emailed me shipping labels within a couple of hours and I shipped it back the next day (11/19.) I am presently sitting on Not Yet Shipped and hopefully will get my unit next week sometime. I was told there was no way to expedite the shipment by a very competent CS rep. She called me with updates and let me know the order number. But I am still out the 27 for 2-3 weeks and must again do the Migration Assistant thing from Time Machine to get up and running again.

I feel Apple owes me something for my time lost and aggravation and will propose something after a successful delivery. Not a nice experience but based on my long term of using Apple products I will accept it as part of the current retail buying cycle.
 

wesleyh

macrumors 6502
Mar 23, 2007
432
0
Neva, I just keep the old imac until the new one arrives... I'm not sure if it's different in USA but in Europe that's entirely possible. I made my appointment with fedex for pickup after the scheduled delivery date on the new imac, which is being processed now.
 

MacRumors

macrumors bot
Apr 12, 2001
48,240
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27" Core i7 iMacs Arriving DOA or With Cracked Screens?

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Engadget reports on a growing number of complaints from purchasers of Apple's high-end 27" Intel Core i7-based iMac who have received new machines that either refuse to power on or arrive with cracked screens directly out of the box.
Apple's new Core i7-based iMac might be a performance monster, but it looks like the whole family's having some problems getting out of the gate: in addition to the previously-noted performance issues with the Core 2 Duo models, a quick glance across Apple's support forums and on other Mac boards around the web reveals that some machines are showing up DOA and / or with cracked screens. We're a little more familiar with the DOA issue, since the new i7 we just bought doesn't boot at all, but the cracked screen issue seems to be equally common and mostly affecting the bottom left corner, from what we can tell.
Reports of problems have surfaced in Apple's support forums (#1, #2), as well as in our own forums. It is unclear at this time just what proportion of the new iMacs have been affected by the issues, but the volume of complaints suggests that these may not be isolated incidents.

The 27" iMac appears to have experienced several issues since its introduction last month. In addition to these new complaints from purchasers of Core i7-based model that only recently began shipping, early users of the Core 2 Duo-based models reported performance issues related to Flash video playback. That issue, however was reportedly addressed with the release of Mac OS X 10.6.2 earlier this month.

Article Link: 27" Core i7 iMacs Arriving DOA or With Cracked Screens?
 
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