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

ChazUK said:
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.
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actually it is 115% return. Apple does this in some cases, I know because I have experienced it first hand:


1st experience

Mac Pro 2008 (cost me ~ £2800) Had two duds in a row so they gave me £200 pounds in cash and £600 in apple products (if i remember correctly)

Original spend £2800
Total after apple gesture £2000
Percentage discount: 28%

2nd experience

Macbook 2009 (cost me ~ £750) Had a dud machine so sent it back, but apple lost it and it took 4 weeks for them to return my money. They gave me £150

Original spend £750
Total after gesture £600
Effective percentage discount: 20%
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donjuan2009 said:
Take that Microsoft and Dell.

Dell; You need to call Microsoft is a softwore problem,
Microsoft: you need to call dell is Hardware problem

Thats why I love Mac
Click to expand...

Same here - Apple hase replaced 3 macbook keyboards due to the edge cracking where the cover touches the keyboard - all for frree and long out of warranty for 2 units.

Their customer service is miles ahead of anyone else.
 
I'm enjoying how this has been taken completely out of proportion.

Yes a small minority of units have been affected.

Yes it's infuriating.

Yes Apple have issued firmware updates to try and help (we're talking issues which were first reported about 10 weeks ago, and now firmware updates are out there)

Yes Apple are now offering cash refunds.

What else do they have to do?

I know lot of (and I mean A LOT) of people with the 27" i5 and i7s, and not a single person who has had an issue.
 
im actually having some bad experiences with my apple equipment at the moment.

I bought a 24" may/june and the harddrive failed 3 times and the wireless card once. After 3 repairs Apple kindly swapped it for a new 27" model.

I had the 27" model a couple of weeks (which i restored from a backup) and it was running fine. then i decided to install my copy of logic pro, addictive drums etc. All appeared to be fine, then i noticed on the last disk i installed that the cd drive had scratched the disk... - it had a big line down it. I checked the rest of the disks and it had also scratched them. Causing damage to about £600 worth of software.

Seen as though the machine was 2 weeks old I asked apple for a brand new machine. they collected my faulty model 3 weeks ago and im still yet to receive a replacement.

to rub salt into my wounds, my macbook 13" trackpad keeps sticking so that is also in for repair!!!!

so im without a computer now.
 
nelmat said:
I'm enjoying how this has been taken completely out of proportion.

Yes a small minority of units have been affected.

Yes it's infuriating.

Yes Apple have issued firmware updates to try and help (we're talking issues which were first reported about 10 weeks ago, and now firmware updates are out there)

Yes Apple are now offering cash refunds.

What else do they have to do?

I know lot of (and I mean A LOT) of people with the 27" i5 and i7s, and not a single person who has had an issue.
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Sounds like envy from a guy who had to pay full price for an item that works well. Oh, the horror!

If it's a problem, it warrants repairing (obviously)... like a one-time snafu or quirk.

But if it's a big enough problem with QC, it's a nice PR gesture to admit it and take their lumps by giving them a little something for all the troubles of the owners to help make up for it.

edit: I had originally used the words "sour grapes" (instead of "envy") in my post, and while I'm sure the sentiment is similar, I didn't want it to sound as harsher than I intended it, so I softened it a bit. In all honesty, I'd be totally envious, too!!!
 
donjuan2009 said:
Take that Microsoft and Dell.

Dell; You need to call Microsoft is a softwore problem,
Microsoft: you need to call dell is Hardware problem

Thats why I love Mac
Click to expand...

As did tech support for HP notebooks a few years ago. I can tell you from first hand experience that this incorrect in virtually every case. Sending replacement parts and repairing full computers is done all the time. The only case we would send someone to MS is if the customer needed help with any MS software suite (Office, for example), with the exception of common issues with Windows (mostly drivers).

And of course, ISP or third party issues.

Anyway, whenever you are dealing with customer service, just escalate as high as you can and never take a no for an answer.
 
cumanzor said:
Anyway, whenever you are dealing with customer service, just escalate as high as you can and never take a no for an answer.
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exactly, its all about getting through to the right person.

For example, the first tier of applecare support can only offer up to 70 pounds, but go beyond them and you are able to actually get a respectable amount of money back for any inconvenience caused
 
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student_trap said:
adztaylor said:
No, try again. :rolleyes:
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sorry but this just isn't true, read the gizmodo article :)
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Very interesting indeed! It seems that the page is getting hammered as it won't load for me. Can anyo quote the article here if they can get it to load? :)
 
ChazUK said:
Wirelessly posted (Mozilla/5.0 (Linux; U; Android 1.6; en-us; Archos5 Build/Donut) AppleWebKit/528.5+ (KHTML, like Gecko) Version/3.1.2 Mobile Safari/525.20.1)



Very interesting indeed! It seems that the page is getting hammered as it won't load for me. Can anyo quote the article here if they can get it to load? :)
Click to expand...

Here you are :)

Gizmodo said:
In this week's iMac update, we talk to an Apple Authorized Service Provider/Reseller from the UK. And what does he tell us? Apple is so short on 27-inch displays that they're paying customers 15% to simply return faulty iMacs.
Can You Safely Buy a New iMac Yet?

Nope.
Why?

The yellow screens have yet to be fixed. The flickering screens have just been addressed with a second firmware update, but we can't tell whether or not this update fixed the problem. (Write submissions@gizmodo.com to let us know your experience).
What's Being Done?

27-inch iMacs are still being delayed in what is allegedly a complete halting of their assembly line, though Apple has denied it. The three-week delay of last week has been shifted to a two-week delay (but such is to be expected, as we're a week later in whatever fix Apple appears to be working on). Of course, if Apple's screen issues are in any way related to believed supplier LG's production methods, these delays might not help. LG-sourced Dell displays are having color issues, too.
What's With the Apple Payouts??

A UK-based Apple Authorized Service Provider/Reseller shared some interesting information with me. First, the UK appears to be totally out of 27-inch panels to repair iMacs (which makes sense if Apple's assembly lines are halted). Here's what he said, after sharing inventory lists with me:
(click for pop-out)

The short of it is that apple doesn't have any 27" LCDs in Europe and there is a backlog of 230 machines that are waiting on this part, with no eta on shipping. So to keep customers happy(ish) they're paying them. That's right apple is now (quietly) offering people a full refund and 15% of the price extra, and they are arranging a free pick up of your machine. I'm not 100% if this is the case in the US, but it's happening over here in the UK.

As far as i know it's both Apple stores and 3rd party retailers, but the refund itself comes from Apple not the 3rd party retailer. We've had two customer that have both gotten there machines' refunded plus the 15%.

In real numbers, that's an apology of $300 or more on Apple's part.
Quote of the Week

"The 27-inch iMac has been a huge hit with customers and we are working to increase supply to meet up with strong demand."
- Apple spokesperson
How Can you Test Your Machine?

A flickering screen will be immediately obvious. As for issues where the bottom half of the screen looks a bit yellow, you can confirm those suspicions here.
Click to expand...
 
Thanks, student_trap. And I say:

WHOA, WHOA, WHOA!!! A full refund and 15% means they're paying those people in the UK to use an iMac! A free iMac and $300 to boot.

It's like a Bizarro world! :D I'd be happy with just a 15% discount!
 
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Thanks student trap. :)

I take what I said earlier back!
 
IndustrialSpace said:
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.
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I know, but its apple's fault. they have the quality control. Not chinia. Someone said it was China's fault for the thermal paste overload on the MBPs. If it was China's (Foxconn) fault, then why doesn't my Latitude D620 have a **** load of paste on it? Both are made by foxconn. We pay grands of money. Apple should use it for quality control, not Steve better life.
 
That's very nice of Apple. I myself had a recent case of perfect costumer service by Apple. Until 2 months ago a had a first gen white macbook. It suffered from a wifi problem, and thousands of other macbook users had the same problem, not yet solved by apple. I mailed to sjobs@apple.com and got a phonecall by Apple Ireland. To make a long story short, they sent me a unibody macbook late 2009 for free and asked if i would send me old macbook with UPS on their costs.

Couldn't be happier!
 
ouimetnick said:
I know, but its apple's fault. they have the quality control. Not chinia. Someone said it was China's fault for the thermal paste overload on the MBPs. If it was China's (Foxconn) fault, then why doesn't my Latitude D620 have a **** load of paste on it? Both are made by foxconn. We pay grands of money. Apple should use it for quality control, not Steve better life.
Click to expand...

While I do get what you're saying, that's a bit insensitive don't ya think?
 
It's great that Apple is owning up to the problem and giving customers 15% back. However, this makes me wonder why Apple refuses to do the same for MBP owners. More MBPs suffered from GPU failure over three years than 27 inch iMac during the past few months.
 
ChazUK said:
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.
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The xbox 300 costs 300 dollars. A 27 iMac costs 2000 dollars more.
 
organerito said:
The xbox 300 costs 300 dollars. A 27 iMac costs 2000 dollars more.
Click to expand...

I had a rrod xbox360, it was too good not to get another one(new). I think I would probably feel the same way with a mac(maybe), especially if they gave me back some $$$:D
 
jlc1978 said:
Same here - Apple hase replaced 3 macbook keyboards due to the edge cracking where the cover touches the keyboard - all for frree and long out of warranty for 2 units.

Their customer service is miles ahead of anyone else.
Click to expand...

I had a Dell 17" laptop I bought in 2005 with a 1920x1280 screen that started developing vertical lines a year after my warranty had expired. I looked up the issue and saw that they were offering to fix them even for people who hadn't signed up for an extended warranty and Dell did fix it at no cost, getting it back to me within 4 days.

This was the same 17" screen used in 17" early 2005 powerbooks

http://www.youtube.com/watch?v=yqarR7TNrGw

Apple refused to fix these for anyone that hadn't purchased applecare. So Dell's customer service beat Apple's, in that case anyway.
 
nelmat said:
I'm enjoying how this has been taken completely out of proportion.

Yes a small minority of units have been affected.

Yes it's infuriating.

Yes Apple have issued firmware updates to try and help (we're talking issues which were first reported about 10 weeks ago, and now firmware updates are out there)

Yes Apple are now offering cash refunds.

What else do they have to do?

I know lot of (and I mean A LOT) of people with the 27" i5 and i7s, and not a single person who has had an issue.
Click to expand...

Are those people capable of recognizing the problem?
 
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