Apple Reportedly Offering 15% Refunds to Purchasers of Troubled 27-Inch iMacs

[-=XX=-Nephilim]

I really hate to say this but I don't think there's any question that quality control has gone downhill at Apple:

MB (non-unibody): Wrist wrest cracking problems (design issue)
MB (unibody): very easily cracked plastics
MBP (non-unibody): Faulty Nvidia GPU, poorly fitted keyboards, poorly aligned cases, yellow-tint on LED-backlit screens, defective batteries, corrosion on cases.
iPod Nano (3rd Gen): Misaligned screens
iPod Touch (1st Gen): Negative blacks
Mac Pro: Audio issues causing serious performance issues
iMac: uh, this article! Plus cracked displays, flickering screens and the aluminium case scratching optical media.

That's just a sample of course, there's far more examples out there and I really wish Apple would a) get it right far more often than they do at the moment and b) actually acknowledge the problem when it comes up. It's the second one really that annoys me the most, these are really expensive machines and to see Apple claim that there aren't any issues when there's clear evidence to the contrary really isn't good enough.

Yeah...

Apple is slowly but surely turning into disaster...

I had "black screen of death" experience with my late 2007 MBP.

Sure, they fixed it within a week (thanks to German authorised service!) free of charge - but still - it was one of the busiest times in my career so far
and 7 days can mean hell of a lot when you are working on few deadlines...

Only few weeks later - power adaptor gave up...

No replacement there - had to buy brand new one >_<


I remember good old PPC days when things used to "just work"...

 

[Voltaic]

Are the issues increasing over time, or is the user base increasing, hence the larger outcry when issues do happen?
More and more people buy Apple products.

Both in my opinion. Although smaller in the past, it was still in the millions. The manufacturing of Apple's products used to be held close to home and with much pride. The slogan "it just works" was definitely applicable to Apple's hardware/software, with few but notable exceptions.

The Leopard delay if you remember, was due to Apple pulling resources to work on the iPhone OS. That in my recollection, was when Apple started its serious Mac neglect. Chasing the NEW BIG $ while neglecting the solid little $.

I think the old hard core Mac users have been the first to notice this trend. As Apple expands and sells more Macs, it will reach critical mass, sooner or later, if it hasn't already. Then public opinion and/or perception of Apple will start declining and declining fast. I hope they change their "modus operandi". Personally, I love the Mac (never even owned a PC but used them at work), or at least what it used to be.

Added note: Remember, the Apple Stores and the iPod, iPhone were supposed to increase the "halo" effect to have people switch to the Mac. A great strategy if you ask me. Only, you can't accomplish this by spotty quality, 12-18 moth product cycles and with minimal feature updates. Customers will come and go that way.

 

[Nordichund]

Whatever you say about the quality of the product, Apple really do have fantastic customer service(in most cases).

I had a 24" iMac from 2007 with the dreaded yellow tinge, horrendous backlight bleeding and gradient problem. Apple replaced it 3 times without question. Finally I ended up with a Mac Pro because they told me that they couldn't guarantee that a 4th iMac would be any better. They also gave me a satisfying amount of compensation. I honestly cannot fault the Apple staff I dealt with and the service they gave me.

My theory from this is that they know about the problems with their hardware. Many people it would seem are willing to just accept their products, though a flickering screen is too difficult to ignore.
They still make a fantastic profit, so instead of doing a recall they just try to work on the next revision, and take the hit on the small percentage who demand a new machine.
But all credit to Apple for coming up with the 15% refund.

I do honestly believe there is a problem with quality control at the Chinese end of their operation.

Apple products are seen as expensive, their online store must make a fortune, considering they have cut out the middle man.

 

[IndustrialSpace]

Both in my opinion. Although smaller in the past, it was still in the millions. The manufacturing of Apple's products used to be held close to home and with much pride. The slogan "it just works" was definitely applicable to Apple's hardware/software, with few but notable exceptions.

The Leopard delay if you remember, was due to Apple pulling resources to work on the iPhone OS. That in my recollection, was when Apple started its serious Mac neglect. Chasing the NEW BIG $ while neglecting the solid little $.

I think the old hard core Mac users have been the first to notice this trend. As Apple expands and sells more Macs, it will reach critical mass, sooner or later, if it hasn't already. Then public opinion and/or perception of Apple will start declining and declining fast. I hope they change their "modus operandi". Personally, I love the Mac (never even owned a PC but used them at work), or at least what it used to be.

Sadly, China is to blame as well. Too much manufacturing being handled over there for too many things. The quality is horrible. So much tainted everything comes from there. not just CPU parts, but food supply, toys, etc.

 

[kfscoll]

Well, here's my very recent experience. I literally just got off the phone with Apple -- I wanted to log my yellow screen problem and be notified when the "real" fix is released. FWIW, I'm on my third iMac -- my first was replaced due to the "flicker" issue and the second was replaced due to the yellow-screen issue. My current iMac still has the yellow screen, but it's relatively tolerable.

Anyway, the only option available at this point (according to the Apple Expert I spoke with) was to set up an appointment to have the LCD panel replaced. He said there was no indication from the internal notes he was looking at that a hardware and/or software fix was forthcoming or had been applied. I told him I'd wait to have my panel replaced until anecdotal (or other) evidence showed that the problem had actually been identified and a solution found. He acknowledged that that was probably a good idea and he'd have done the same thing if he were in my shoes.

It was very evident from my discussion that Apple is aware of the issue, but I have no confidence that they've yet isolated and fixed the problem.

And -- here's the most relevant point -- I was not offered $300 for my troubles.

 

[kernkraft]

Rotten Apple

Here's some more:
iPhone 3G and 3GS: Case cracks around silence switch and 30-pin connector
iBook (03/04): Extensive logic board failures
Power Mac G4 (MDD): Noisy fans forced Apple to issue replacement Power Supplies
Mac OS X Leopard: Prematurely released, extremely unstable (for a Mac OS)

So, they've always had issues, they've just been increasing a lot more in recent times.

I think a lot of the problems Apple faces these days could be fixed by simply dumping the glass that's in place in front of their displays. Clearly, on a 27-inch display, a thin layer of glass can't hold up on that large of a surface. Besides, the vast majority of Apple users I come across cannot stand the glare brought on by the glass (including myself). Apple seems to be focusing on form these days, where as they used to focus on form and function, but ultimately function, and what customers really wanted, came first. The way I see it, they are becoming an "our way or the highway" type of company in terms of their product designs.

Fragile hinges on 1st generation MacBook Air, overheating issues.

Misaligned keys on unibody MacBook, constant fan on 13" mid-2009 MacBook Pro. Beach ball on same model.


Despite the gesture, I wish Apple just accepted that these issues are real and widespread. Sadly, quality control is completely tarnished and in this price range, we have to get on with some seriously under-specced and under-engineered computers. There is no question about it - without OS X exclusivity, Apple would face serious problems. And I'm sorry, but Apple cannot sustain itself for long on the iPhone's and iPod's popularity.

I paid well over £1000 for a number of Apple portables. In return, I expect not to have major issues with them. Yet, even our 2.53 GHz MacBook Pro (the most expensive of the lot) turned out to have the faulty Nvidia card.

Also, I'm somewhat annoyed that there seems to be no clear rule about how much operating noise is acceptable. I've had a MacBook Air that I couldn't use with my colleagues, because they complained about high-pitched noise and CPU whine. I have similar problems with my current 13" MBP. Every time when I take it to Apple, they listen to it in the shop and say - it's fine; they can hear something, but it's not so annoying. Meanwhile, I have a headache from it. It is one thing to listen to it for a few seconds and to work on it for hours, every day.

 

[casik]

The whiners never cease to amaze me... "oh it should be 30%... i see it as a 85% restocking fee... for goodness sakes apple isn't saying if you return your computer that you only get 15% back... they are saying for all of you who have bought the 27" and have troubles we will fix your computer and give you 15% back for your troubles! They didn't have to do this gesture if they didn't want to, they could just allow you to return it under the return window or get it fixed under warranty with no compensation.

 

[2contagious]

I am getting a refund tomorrow. I got a replacement a day after I got the first one and this one has more problems than the one before. How can I ask Apple for the 15 percent extra without asking for it? lol

Anyone?
I feel really let down by Apple, as this is my fourth product with an issue.
I love the design and I love the OS, but quality control just seems to be crap these days
I'm planning on waiting for a new Mac Pro now.

 

[-=XX=-Nephilim]

And -- here's the most relevant point -- I was not offered $300 for my troubles.

Crap... :s

That reminds me of MBP logic failures - some (or perhaps most) got it repaired free of charge while some were charged sometime up to $1000 for a fix...

Perhaps this is fresh news (i mean $300 refund part) and it might take few days or so to filter through all stores / repair centres...

Maybe...

 

[ChazUK]

Anyone?
I feel really let down by Apple, as this is my fourth product with an issue.
I love the design and I love the OS, but quality control just seems to be crap these days
I'm planning on waiting for a new Mac Pro now.

It's not 15% extra, it's a 15% REFUND.

 

[-=XX=-Nephilim]

Sadly, China is to blame as well. Too much manufacturing being handled over there for too many things. The quality is horrible. So much tainted everything comes from there. not just CPU parts, but food supply, toys, etc.

I agree but I wouldn't blame China - I would blame western capitalism...

No one is exactly FORCING Apple or anyone else to go and manufacture in China yet they all do it for higher profits... Since clearly profit is more important than your or mine satisfaction with a product...

At the end of the day - us consumers are who get screwed.

:s

 

[bobajoul]

fair enough

My guess is they still have not figured out what is causing the problem, so it is hard to just acknowledge "problems" That leads to a flood of returns for dubious reasons. My personal experience is they are pretty good with situations like this, much better than Dell.

 

[ChazUK]

Look at what XBOX360 owners get for their troubles. 1 month "XBOX Live" access and someone's old 2nd hand refurbished XBOX360.

Apple are being quite generous here IMO.

 

[frjonah]

What?!?

Whatever you say about the quality of the product, Apple really do have fantastic customer service(in most cases).

This could be true for a company that sells broken pencils too, though, couldn't it?

I'm 100% onboard with having A+ customer service, but I feel that for a Top Class company, their customer service people basically get paid to do nothing...

Rule of thumb in quality: If it costs $1 to fix at design, it costs $10 to fix in Manufacturing and $100 to fix once it hits the end user...

 

[2contagious]

It's not 15% extra, it's a 15% REFUND.

That can't be true.. you can get a 100% refund on it within the first 2 weeks, no? (UK Apple Store)

 

[philipt42]

The way I read this is apple will give you 15% of the money you paid back, not the money you paid AND 15%.
Anyone else see that?

 

[ChazUK]

That can't be true.. you can get a 100% refund on it within the first 2 weeks, no? (UK Apple Store)

You get a 100% refund if you send it back.
You get 15% of your money back if you keep the iMac.

This does not mean you are entitled to a 115% return refund.

 

[2contagious]

You get a 100% refund if you send it back.
You get 15% of your money back if you keep the iMac.

This does not mean you are entitled to a 115% return refund.

Oh, ok.. too bad..
Anyway... this imac is going back. I've dealt with faulty macs too often.. I'm sick of it. Let's hope Apple gets their quality control under control for upcoming products

 

[the-oz-man]

. . . If you owned a Toyota and the accelerator recall issue casueed you to wrap yourself around a tree, would it be a bother as well?

This is a very poor (and frankly insensitive) analogy considering people have died by this defect from Toyota. I hardly can draw the same conclusions about those iMac owners suffering terminal problems from their flicker screens/yellow tint.

 

[dub45]

Here's some more:
iPhone 3G and 3GS: Case cracks around silence switch and 30-pin connector
iBook (03/04): Extensive logic board failures
Power Mac G4 (MDD): Noisy fans forced Apple to issue replacement Power Supplies
Mac OS X Leopard: Prematurely released, extremely unstable (for a Mac OS)

So, they've always had issues, they've just been increasing a lot more in recent times.

I think a lot of the problems Apple faces these days could be fixed by simply dumping the glass that's in place in front of their displays. Clearly, on a 27-inch display, a thin layer of glass can't hold up on that large of a surface. Besides, the vast majority of Apple users I come across cannot stand the glare brought on by the glass (including myself). Apple seems to be focusing on form these days, where as they used to focus on form and function, but ultimately function, and what customers really wanted, came first. The way I see it, they are becoming an "our way or the highway" type of company in terms of their product designs.

You left out a couple of other software ones that I can think of.

The first version of Itunes 9 was a disaster and should never have been released.

The first version of the last iphone software was a disaster and killed the wireless on many people's ipod touch. Apple went on selling this software even thought they knew it was flawed and it took them quite a while to issue an upgrade.

Don't forget the disaster that was the implementation of mobileme.

It seems to me as a 'neutral' (I have both a pc and a mac) that Apple are not putting in enough testing before they release products either software or macs. I know that testing cant reveal everything but surely color tints on large screens should be pretty readily detectable and the wireless issue with the ipod touch should have shown up readily.

Apple have managed to keep these issues out of the eyes and ears of Joe Public but unless they change their approach there is a PR disaster looming - you cannot go on with so many poor releases.

 

[macshill2]

Wow, what happens if I take my shoddy 27" iYellow in my Toyota Prius with a sticking gas peddle?! lol

 

[*LTD*]

Oh, ok.. too bad..
Anyway... this imac is going back. I've dealt with faulty macs too often.. I'm sick of it. Let's hope Apple gets their quality control under control for upcoming products

Apple's QC has never been any better or worse than at other times in their history.

http://en.wikipedia.org/wiki/IBook

Quality issues

In late November 2003, a number of iBook G4 users reported display problems with their laptops. In December 2003, a group of users headed by Michael Johnson and Bill Owen sought to file a class action suit against Apple. In response, Apple initiated the "iBook Logic Board Repair Extension Program" in January 2004, which covered the expense of repairing affected iBooks for three years.[2][3]
The iBook G4 seemed to suffer from similar display problems as the iBook G3, but was not covered by the repair extension program. Owners of iBooks that required expensive repairs for these problems submitted new class action lawsuits in December 2006.[4]

 

[iggibiggi]

Did I read that right? You get back $300 on top of a fully refund?? What!?!?!?

 

[PeckhamBog]

So having admitted defeat by defacto, now Steve J can boast the iPad gives you the best internet experience available (we hope it's not just a flash in the pan).

 

[IndustrialSpace]

Apple's QC has never been any better or worse than at other times in their history.

http://en.wikipedia.org/wiki/IBook

Quality issues

In late November 2003, a number of iBook G4 users reported display problems with their laptops. In December 2003, a group of users headed by Michael Johnson and Bill Owen sought to file a class action suit against Apple. In response, Apple initiated the "iBook Logic Board Repair Extension Program" in January 2004, which covered the expense of repairing affected iBooks for three years.[2][3]
The iBook G4 seemed to suffer from similar display problems as the iBook G3, but was not covered by the repair extension program. Owners of iBooks that required expensive repairs for these problems submitted new class action lawsuits in December 2006.[4]

This is a good thing. If people stay quiet and settle, no good will come out of it. It's important to voice your complaints.... unless you live in the PRC.