**Apple REFUSES to Accept Defective iMac Screen Returns!**

IndustrialSpace

macrumors 6502a
Original poster
Dec 31, 2009
696
1
somewhere
After publicly threatening to keep returning defective iMacs at Apple's expense until he got one that worked, Apple blocked a Gizmodo contributor from making further exchanges of defective iMacs. The email message from Apple implies that they know that any new unit sent to him would probably have the same defect.
[gizmodo.com]


http://gizmodo.com/5436442/apple-has-thwarted-my-efforts-so-i-need-your-help


My plan to continue exchanging yellow-screened iMacs until the end of time has been thwarted, but I'm not giving up. Read on for the revised plan.

First, a little background. Yesterday, I posted about my second yellow-tinted iMac. And I made this threat:

I basically mail back review products for a living, and the joy of this new toy has long been spoiled. So I'm going to do my damndest to bankrupt Apple with return shipping. I will send back these iMacs as many times as it takes for them to build one correctly. And every single time that they screw it up, I'm going to air their dirty laundry here. Feel free to read it or don't. It's my opinion that Apple's cyclical production issues can't be swept under the rug any longer.

Shortly thereafter, a mid-level Apple representative who'd been handling my claim called (in alleged response to an email I'd sent before my post, not the post itself). I was informed that the company would not issue me another exchange straight from the factory. I'd, instead, need to get the iMac repaired at an Apple Store, lest I "want to waste the time and have to do this all over again." That's right, she basically admitted that everything coming off the line would be inflicted with the same disease.

I attempted calling technical support on my own for a second time to facilitate a true iMac exchange. After giving the technician my case number, they went off the line for about 5 minutes. And when they came back, my exchange was blocked again. This technician added that, following an exchange, "It's quite likely the issue will continue to happen...and that we'll become stuck in an endless loop."

Maybe she meant "infinite loop."

Call me paranoid, but I believe it to be true: Yesterday, after posting my threat, Apple tracked down my non-Gizmodo email I used to purchase the iMac and flagged my account to block exchanges. Either way, my hands are completely tied. Luckily, yours are not.

If my conspiracy thesis is correct, we've hit a nerve with Apple. So I'm only going to increase my efforts with your help until they publicize and/or fix the yellow LCD issue. Here's what I could use from you:

Anyone out there who's in the process of exchanging an iMac for one without a jaundiced screen and receives a replacement January 1st or after, email submissionsATgizmodo.com to let us know if the issue has been resolved. New purchases that turn out to be yellow are great as well. Please be sure to:

1. Use the subject "Yellow iMac"
2. Take photos of this screen test (just make sure to lock that white balance!)
3. Include details like the ship date and how many iMacs you've exchanged so far

Every week, assuming your participation, I will post an update on the problem. And let me make this point abundantly clear to any Apple corporate folk (because I know you're reading): If your company is still selling multi-thousand dollar computers with yellow screens in 52 weeks, I will be pointing it out in 52 weeks.

This problem will not go away, not until it's fixed. And I implore other sites, technology-based or not, to help me publicize the issue. No, this isn't the first time Apple has sold the public broken products, but maybe, just maybe, it could be the last.

Now having said all that, if Apple can come forward and openly admit the mistake while providing an adequate solution to their customers, I'll laud them as an example as to how companies can take an unforeseen manufacturing issue and make things right.

As for the fate of my iMac, I'm between returning it out of sheer disgust and attempting the repair for sake of our little narrative (plus, you know, I really would like one that works in spite of all this trouble). We'll see.


Send an email to Mark Wilson, the author of this post, at mark@gizmodo.com.
 

IndustrialSpace

macrumors 6502a
Original poster
Dec 31, 2009
696
1
somewhere
Can't say I blame Apple. I wouldn't want his "business."


Why?

Becasue he wants what he paid for - a defective-free machine?

Clearly, Apple knows that there IS a problem with the screens and their current strategy seems to be to send out indentically inferior machines, hoping that the consumer will just give up or settle for inherent defects.


Do you work for Apple? :confused:

...that or you have low standards. Perhaps both.
 

robotkiller

macrumors 6502
Oct 25, 2009
319
0
Why?

Becasue he wants what he paid for - a defective-free machine?

Clearly, Apple knows that there IS a problem with the screens and their current strategy seems to be to send out indentically inferior machines, hoping that the consumer will just give up or settle for inherent defects.


Do you work for Apple? :confused:

...that or you have low standards. Perhaps both.
The blogger's experience does not match my own - Apple has been more than willing to exchange these machines (which, frankly, is the least they can do)
 

IndustrialSpace

macrumors 6502a
Original poster
Dec 31, 2009
696
1
somewhere
The blogger's experience does not match my own - Apple has been more than willing to exchange these machines (which, frankly, is the least they can do)
EVERYONE should be bombarding Apple with iMac returns if the screen contains a defect. DO NOT SETTLE!! Do not accept an inferior product when you spend thousands. This is the only way they will change their tune and FIX THE PROBLEM!

Apple is trying to sweep this under the rug.


VOTE WITH YOUR DOLLARS!!!
 

MacHamster68

macrumors 68040
Sep 17, 2009
3,252
3
as we all know by now ,apple does not sell defective screens ,
its all down to poor eyesight of customers
so take off your bifocals and the screen is fine , yellow tinge on bottom of the screen is gone
 

Surely

Guest
Oct 27, 2007
15,043
8
Los Angeles, CA
Why?

Becasue he wants what he paid for - a defective-free machine?

Clearly, Apple knows that there IS a problem with the screens and their current strategy seems to be to send out indentically inferior machines, hoping that the consumer will just give up or settle for inherent defects.


Do you work for Apple? :confused:

...that or you have low standards. Perhaps both.
Well, Apple did say that they would repair his iMac at an Apple Store:
I'd, instead, need to get the iMac repaired at an Apple Store
It's not like they told him to F off and that they wouldn't fix his problem.

It's only the screen that needs to be fixed, not the whole machine.
 

Surely

Guest
Oct 27, 2007
15,043
8
Los Angeles, CA
Oh how the mighty have fallen
Except this is one situation with one blogger who would not accept a perfectly acceptable solution to his iMac's problem (which was to have his iMac repaired at an Apple Store).

We have no reason to believe that this is a new policy for all defective iMacs.
 

thiagos

macrumors 6502
Dec 20, 2007
371
0
NYC (Manhattan)
The problem is that Apple like any other corporation go by percentage of complaints. The "typical" customer does not notice the yellow tinge, in fact they think it is normal and sometimes don't care enough to exchange it. Not everybody knows about forums like these so they settle for less.
However, "us" the more knowledgeable customers who have owned Apple products and/or are more tech savvy, we know these screens are defective.

THAT IS THE PROBLEM. Apple is a good company but they are out there to make money and unfortunately all corporations are like that. Unless more people start complaining about these screens and by more I mean the typical unknowledgeable customer and get the media involved, we won't see anything done, simple as that.
 

robotkiller

macrumors 6502
Oct 25, 2009
319
0
EVERYONE should be bombarding Apple with iMac returns if the screen contains a defect. DO NOT SETTLE!! Do not accept an inferior product when you spend thousands. This is the only way they will change their tune and FIX THE PROBLEM!

Apple is trying to sweep this under the rug.


VOTE WITH YOUR DOLLARS!!!
You need to calm down.

Apple is accepting returns. That's my point. The one bright spot in this has been the exceptional customer service. This is a subtle problem that Apple could say is within variability of a consumer panel and thus deny returns. They haven't done that with me. If anything they've gone above and beyond what I expected.

Do I wish the panel was perfect the first time? Of course I do. But (so far) Apple's customer service has been great.
 

IndustrialSpace

macrumors 6502a
Original poster
Dec 31, 2009
696
1
somewhere
Except this is one situation with one blogger who would not accept a perfectly acceptable solution to his iMac's problem (which was to have his iMac repaired at an Apple Store).

We have no reason to believe that this is a new policy for all defective iMacs.
It will be eventually, if you return it too many times. You WILL get flagged. They dont want to deal with it as they know the replacement will have the same issues. It cost them money and they dont like it. They are selling a defective monitor. Plain and simple.

The alternative is not feasible to many who aren't in close proximity to an Applecare. they are essentially making it more difficult for him in hopes that he will "just go away."
 

quagmire

macrumors 603
Apr 19, 2004
6,255
1,061
It will be eventually, if you return it too many times. You WILL get flagged. They dont want to deal with it as they know the replacement will have the same issues. It cost them money and they dont like it. They are selling a defective monitor. Plain and simple.

The alternative is not feasible to many who aren't in close proximity to an Applecare. they are essentially making it more difficult for him in hopes that he will "just go away."
Why is that so unreasonable? Apple recognizes the problem, but they( most likely LG since it is a panel problem) doesn't have a fix for it yet. Why would Apple go into a money losing situation by keep on replacing units with the replacements most likely going to have the yellow tinge as well? And as reported here, they are still replacing units with the yellow tinge. This is so far an one time occurrence.

I am waiting until reports start to roll in that the yellow tinge is gone mostly before I take mine in for repair( which my yellow tinge isn't that bad so it is tolerable). It is the simplest repair to do on the iMac. Just lift the glass off, undo some screws, unconnect the cable from the panel, and put in the new panel. It isn't like the old iMac's where you had to open up the back via the cooling vent and remove the guts to get to the panel.
 

Surely

Guest
Oct 27, 2007
15,043
8
Los Angeles, CA
It will be eventually, if you return it too many times. You WILL get flagged. They dont want to deal with it as they know the replacement will have the same issues. It cost them money and they dont like it. They are selling a defective monitor. Plain and simple.

The alternative is not feasible to many who aren't in close proximity to an Applecare. they are essentially making it more difficult for him in hopes that he will "just go away."
You can't say that it eventually will be a policy based on one person's experience.

If you don't live close enough to an Apple Store, you can send your machine in for repair. Same thing.

^^^^ anything else? :eek:
No. I'm good.
 

fa8362

macrumors 65816
Jul 7, 2008
1,340
54
Why?

Becasue he wants what he paid for - a defective-free machine?

Clearly, Apple knows that there IS a problem with the screens and their current strategy seems to be to send out indentically inferior machines, hoping that the consumer will just give up or settle for inherent defects.


Do you work for Apple? :confused:

...that or you have low standards. Perhaps both.
No, I just don't fancy myself as being on some sort of holy crusade. If you're not satisfied, return it and get your money back.
 

Talarspeed

macrumors member
Dec 12, 2009
85
3
The blogger is walking a fine line with his words, actions and tone. Apple knows who he is and they have more lawyers than he does. It sounds like they were working with him and his attitude caused things to fall apart.

His grassroots effort, as noble as it is, can get him into legal trouble; that is if he purposely tries to damage Apple's reputation through libel; and they suffer a loss of sales.

I will side with Apple in this case as long as they make a diligent effort to rectify all customers who have legitimate complaints.