Advice please re:imac replacement

Discussion in 'iMac' started by Andylar, Mar 15, 2011.

  1. Andylar macrumors regular

    Joined:
    Jan 26, 2011
    #1
    Ive had the problems with my discoloration stains on my screen and had the display replaced twice and now it has happened again

    i called applecare and got a senior adviser who taking into account the history of the machine agreed to replace it

    BUT he realised it was a refurb and has said now he has to talk to his boss about it

    He did say he was going to replace it and then backtracked, what line do you think i should take if they do refuse replacement ? ?

    all advice and help gratefully received ?
     
  2. iStudentUK macrumors 65816

    iStudentUK

    Joined:
    Mar 8, 2009
    Location:
    London
    #2
    A full answer cannot be given until you tell us where you are! (I know a bit about UK stuff, but you may well be in US, Canada, outer Mongolia...)

    Working without that piece of info-

    Just because they said on the phone doesn't necessarily make it legal, but good faith should play a part. (What is the timeframe on these faults?)

    Fact that it is a refurbished model is not make-or-break. Apple's refurbs come with the same warranty as normal products.

    Apple normally replace on the same issue occurring the third time- just because it is more difficult for Apple shouldn't impact you. (But that is policy, not in the warranty terms as far as I know)


    I'd remain polite (they will not be nice if you yell) but firm. You have had the same issue three times. You have a dodgy iMac. Apple gave you full warranty terms on this product.
     
  3. Andylar thread starter macrumors regular

    Joined:
    Jan 26, 2011
    #3
    Hi i live in ireland, this will be the 4th screen in the imac if it is replaced again

    it was bought in october screen replaced in december and late january

    i was very polite on the phone, also mentioning that if i had of known there would have been a difference in the returns practice on a refurb unit that i would have bought a brand new imac, i did say that as far as i was concerned that they where covered by the same warranty so there should not be a difference in replacement


    im waiting on him to call back hopefully with good news
     
  4. iStudentUK macrumors 65816

    iStudentUK

    Joined:
    Mar 8, 2009
    Location:
    London
    #4
    Good strategy- that's what I'd do.

    I've always found being firm but polite gets a lot of cooperation. I'm sure they understand your position.

    The same issue so many times since October is really bad. Screen yellowing is also a known issue which helps you. Remember as you are in Ireland there are some very good consumer rights (thank you EU- don't bother with extended warranties!). Not sure if they would force a replacement, but they could make it difficult for Apple. If they don't cooperate I'd be tempted to see if they can provide you with some polite leverage!

    You could always compromise. "I'll take a repair, but I want €100 compensation etc".
     
  5. Andylar thread starter macrumors regular

    Joined:
    Jan 26, 2011
    #5
    to be honest im not looking for compensation or anything special

    i just want a fully functioning Imac, thats what i paid for and expected to get

    thanks a million for the advice, would love to hear from someone who has been in a similar situation
     
  6. iStudentUK macrumors 65816

    iStudentUK

    Joined:
    Mar 8, 2009
    Location:
    London
    #6
    Sometimes it is useful to ask for more than what you want, and allow them to haggle you down to what you do want!
     
  7. Andylar thread starter macrumors regular

    Joined:
    Jan 26, 2011
  8. Andylar thread starter macrumors regular

    Joined:
    Jan 26, 2011
    #8
    He called me back and agreed to exchange it for the 3.2GHz Intel Core i3 latest model

    mine is a late 2009 i5 2.66ghz

    so im paying the difference and getting the quad core i5 2.8ghz 27"

    So im happy out now, thanks for the advice
     
  9. iStudentUK macrumors 65816

    iStudentUK

    Joined:
    Mar 8, 2009
    Location:
    London
    #9
    Pretty good outcome!

    Wish something in my MB would break 3 times now...
     
  10. Andylar thread starter macrumors regular

    Joined:
    Jan 26, 2011
    #10
    just an update to this situation

    The brand new imac replacement after less than a month has the same smokey,streaks stains on it now

    they have agreed to replace it once again, i think im gonna add the cash and upgrade to a mac pro and 27 inch cinema display as obviously the issue is going to keep recurring on the imacs

    any opinions on this ?
     
  11. iStudentUK macrumors 65816

    iStudentUK

    Joined:
    Mar 8, 2009
    Location:
    London
    #11
    Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_3 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8F190 Safari/6533.18.5)

    Mac Pro may be overkill, not really the dame market as the iMac. But if you do I wouldn't go for an Apple display, it's crazy money. The top end Dell ones are great.
     
  12. TallManNY macrumors 68040

    TallManNY

    Joined:
    Nov 5, 2007
    #12
    That is horrible. I've had two iMacs now and my Mom has also had an iMac no screen trouble except for my Mom's which got streaks after about five years. Still can be used and is going to be replaced as soon as the refresh comes out, so we are fine with failure after five years. But hearing these stories of repeated screen problems is troubling, even if it is just an anecdote.

    I hope the new ones don't have the same problems. While I know the CPU will be upgraded, to be frank, all they need to do is upgrade the GPU and fix these screen issues and I think that would be enough of an upgrade. Screen issues are a big problem of an all in one.
     

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