At breaking point with the 27" i7....

peskaa

macrumors 68020
Original poster
Mar 13, 2008
2,104
5
London, UK
So, I had my replacement iMac arrive, which was worse than the first Week 48 I had. I have another replacement set up, but right now I don't trust Apple to deliver a working machine. So, I popped an email to Steve Jobs & Executive Relations (first time I have ever done this).


Dear Mr Jobs & Executive Relations Team,


I work as a clinical photographer, dealing with medical images used for diagnosis and treatment tracking, and have been purchasing Apple's computing products for years now, including a large number of your excellent Cinema Displays of various models (ranging from the 20" ADC model, and every release since up to the 30" currently on sale).

Upon your announcement of the new Quad-Core iMac I was impressed at what Apple were offering - a large, high-resolution LED backlight screen coupled with plenty of power under the hood, so to speak. As such, I sold my 2008 model Mac Pro with a 2009 30" Cinema Display and purchased a 27" i7 iMac from the UK Online Store. As normal, the service was excellent, although your shipping to the UK is far inferior to that offered to your US customers (ie: takes a week or longer to get here, with no tracking until the night before delivery versus full 2-day courier shipping with tracking from Shanghai).

Based on my previous experience with Apple, whom I have not hesitated to recommend in the past, I was expecting a flawless computer with a superb display - indeed, your own website touts the prowess of the new screen with the phrase "the new iMac display looks great from any seat in the house, thanks to a premium display called in-plane switching (IPS). IPS gives you a bright picture with excellent colour consistency - even if you're viewing the display from the side". Unfortunately, this is not what I received.

The iMac began "flickering" within a short time of being turned on, and even began to demonstrate a complete shift in the image on screen. Later on, the iMac also began to go totally black for under a second, before returning to normal. Obviously this was not satisfactory and your phone team organised a replacement iMac.

In between the time of ordering and the replacement arriving, Apple issued a Firmware Update for the ATi 4850 GPU in the iMac, promising the resolve these flickering and blackout issues. I installed this, yet the problems continued apace with no change, begging the question of what exactly did that firmware update do?

I took delivery of the replacement iMac on the 31st December (this now over a month since my original order), and in short order this machine demonstrated a yellow tinge towards the bottom of the display - certainly not the "bright picture with excellent colour consistency" that was promised. I organised yet another replacement, optimistically hoping that this was the only issue. As I write to you now however, this second iMac has developed exactly the same issues as the first - the flickering screen, tearing and half-second blackouts. As an imaging professional, I simply cannot use a screen like this.

As such, it appears that there is an issue with the iMac 27" models and I am no longer confident that Apple will deliver a working machine that I can use for its intended purpose. Your telephone support teams offer no reassurance, simply stating that they believe there is "no widespread problem" - which is obviously not the case from research online and also the very chances of receiving two faulty machines from two separate production weeks. At this point, I am now unsure whether to accept another replacement from yourselves, or to simply buy elsewhere. I have experienced nearly a month of productivity loss, and also lost time dealing with these issues.


Ultimately, I would like to know what Apple is doing to address these issues with the 27" iMacs, and whether there will ever be any acknowledgement of the widespread issues with these rather expensive paperweights. At this point in time, I simply don't know whether I can trust my next replacement to be issue free.



Order number (UK Store): W91xxxxxx

Also attached is an image of the screen-tearing issue occurring on both iMacs, taken on the first within an hour of delivery.

http://forums.macrumors.com/showthread.php?t=824940 - Just one example of the complaints being generated

I guess the question for you guys is this: do I just keep returning, or do I call it a day and ask for a refund? If I do the latter, do I replace with another Mac of some kind?
 

Hmac

macrumors 68020
May 30, 2007
2,128
2
Midwest USA
Too long and wordy. No one at Apple will read it. IMHO.

I remember the 3,1 MacBook Pro. LOT'S of yammering about yellow screens - returns, money back, even an attempt at a class-action lawsuit. I never saw it in mine, even though it failed the "grey-screen" comparison test similar to what you posted. Apple pretty much ignored the issue, and it pretty much just died away. And sales of MBP's just kept going up and up.

You could keep returning it, but I doubt you'll get any better version. You could get your money back, but then you'd have to get another Mac Pro and ACD.
 

SilenceBe

macrumors regular
Oct 5, 2009
104
6
Belgium
Too long and wordy. No one at Apple will read it.

IMHO
From my experience with companies they tend to take longer letters more serious. When you invest a lot of time for writing a complaint, it looks like the problem you have is more genuine.
 

lexvo

macrumors 65816
Nov 11, 2009
1,212
358
The Netherlands
In your position, I think I would go for a refund. I think it will take Apple at least a few weeks before they solve all the problems. Too bad you already sold your Mac Pro.

I myself have a iMac i5 which is perfect, apart from the yellow tinge. I can live with that for a while and will have this machine exchanged/repaired through Applecare when I know Apple sorted things out.
 

peskaa

macrumors 68020
Original poster
Mar 13, 2008
2,104
5
London, UK
In your position, I think I would go for a refund. I think it will take Apple at least a few weeks before they solve all the problems. Too bad you already sold your Mac Pro.

I myself have a iMac i5 which is perfect, apart from the yellow tinge. I can live with that for a while and will have this machine exchanged/repaired through Applecare when I know Apple sorted things out.
Yeah, starting to regret offloading the Mac Pro now! Would you just wait until they finally fix this, or a new revision?
 

ABG

macrumors 6502
Oct 5, 2003
312
0
United Kingdom
Yeah, starting to regret offloading the Mac Pro now! Would you just wait until they finally fix this, or a new revision?
From the comments I've seen on here I'd expect a personal plea to be addressed with an offer to have your current machine fixed. I know that to some that's a cop out - however if someone is personally working on your existing machine to solve problems I guess it's more likely you'll get something at the end that works (instead of another machine hot off the production line with who knows what wrong with it).

As for the letter / email I think its good. It sets out your problem in a clear and credible way and is probably your best route to reaching a successful outcome.

Let us know what happens next. :)
 

Hmac

macrumors 68020
May 30, 2007
2,128
2
Midwest USA
Really? A team who has the job of reading emails sent to that address? Should I just write "Hey Steve, your iMacs suck, fix it!"?
Yes. IMHO.

But, if you feel better getting all that off your chest, then the effort wasn't totally wasted.
 

Sir Cecil

macrumors 6502a
Mar 31, 2008
793
0
By Jove! What a wonderful, jolly good letter that is. I wager the prig Mr. Jobs is really taken aback with its high and mighty, stiff upper lip, big-worded pronouncements, eh, what?
No matter that the letter seems to be written by Billy Bunter or an escapee from "Are You Being Served?", or that the tone is as pretentious as that of a painted hussy walking into a Knightsbridge casino with her car dealer boyfriend.
 

knewsom

macrumors 6502a
Jun 9, 2005
949
0
By Jove! What a wonderful, jolly good letter that is. I wager the prig Mr. Jobs is really taken aback with its high and mighty, stiff upper lip, big-worded pronouncements, eh, what?
No matter that the letter seems to be written by an escapee from "Are You Being Served?", or that the tone is as pretentious as that of a painted hussy walking into a Knightsbridge casino with her car dealer boyfriend.
What a remarkably INSULTING response, bringing NOTHING of value to the discussion whatsoever. Interesting.
 

archipellago

macrumors 65816
Aug 16, 2008
1,155
0
By Jove! What a wonderful, jolly good letter that is. I wager the prig Mr. Jobs is really taken aback with its high and mighty, stiff upper lip, big-worded pronouncements, eh, what?
No matter that the letter seems to be written by Billy Bunter or an escapee from "Are You Being Served?", or that the tone is as pretentious as that of a painted hussy walking into a Knightsbridge casino with her car dealer boyfriend.
its the Queen's english, well articulated.
 

HLdan

macrumors 603
Aug 22, 2007
6,393
0
The letter is good.....BUT....it doesn't get to the point till the 3rd paragraph. Too much unnecessary fluff in the first 2 paragraphs. The last paragraph was unnecessary as well. Calling the computer a paperweight can be insulting to the company and the customer comes across as just another disgruntled customer. The only reason I am being constructive about the OP's letter is if you want to get your point across (which you did from the 3rd paragraph down), with the exception of the last paragraph, you have to cut out all the fluff about the type of work you do, how long it takes to ship to the UK and reminding the company of how expensive the machine is, they already know. But for the fact that the majority of the letter was great and to the point, the rest of the letter could make the company ignore this and toss it.

That said, you did the right thing and wrote them but I would just take a refund at this point and wait until Rev B comes out. Apple should have this straightened out by then. Also they will at some point offer your money back, they won't keep exchanging them. Good luck. :)
 

knewsom

macrumors 6502a
Jun 9, 2005
949
0
I like to think that the huge amount of time Sir Cecil spends here reduces the time he has to annoy people IRL.
Perhaps it's because IRL, when people tell him to shut it, the Mods dont send them PMs issuing them points for "infractions". :rolleyes:
 

peskaa

macrumors 68020
Original poster
Mar 13, 2008
2,104
5
London, UK
By Jove! What a wonderful, jolly good letter that is. I wager the prig Mr. Jobs is really taken aback with its high and mighty, stiff upper lip, big-worded pronouncements, eh, what?
No matter that the letter seems to be written by Billy Bunter or an escapee from "Are You Being Served?", or that the tone is as pretentious as that of a painted hussy walking into a Knightsbridge casino with her car dealer boyfriend.
:rolleyes:

The letter is good.....BUT....it doesn't get to the point till the 3rd paragraph. Too much unnecessary fluff in the first 2 paragraphs. The last paragraph was unnecessary as well. Calling the computer a paperweight can be insulting to the company and the customer comes across as just another disgruntled customer. The only reason I am being constructive about the OP's letter is if you want to get your point across (which you did from the 3rd paragraph down), with the exception of the last paragraph, you have to cut out all the fluff about the type of work you do, how long it takes to ship to the UK and reminding the company of how expensive the machine is, they already know. But for the fact that the majority of the letter was great and to the point, the rest of the letter could make the company ignore this and toss it.

That said, you did the right thing and wrote them but I would just take a refund at this point and wait until Rev B comes out. Apple should have this straightened out by then. Also they will at some point offer your money back, they won't keep exchanging them. Good luck. :)
Point taken, I did whinge a bit too much I guess. I'm going to see if anything comes of this from Exec Relations, and if not, I'll be asking for a refund in the next week or so.

My iMac *is* a paperweight at the moment though - I can't use it for colour work, so I'm back on the MBP.
 

09iMac=Fail

macrumors regular
Dec 6, 2009
135
0
OP, good letter, I hope the best for you. Don't worry about Cecil, his 3rd iMac has a tinge and he is still trying to convince himself it doesn't bother him. It's clearly not working.
 

racer1441

macrumors 68000
Jul 3, 2009
1,764
172
I would like to know what Apple is doing to address these issues with the 27" iMacs, and whether there will ever be any acknowledgment of the widespread issues with these rather expensive paperweights.
And that's where I delete your e-mail if I'm apple.

Knowing information about your particular machine / repair / refund is acceptable and required. Feeling like you are entitled to internal company thoughts is the quickest way to get your complaint thrown into the trash.
 

archipellago

macrumors 65816
Aug 16, 2008
1,155
0
And that's where I delete your e-mail if I'm apple.

Knowing information about your particular machine / repair / refund is acceptable and required. Feeling like you are entitled to internal company thoughts is the quickest way to get your complaint thrown into the trash.
unbelievable response...
 

SilenceBe

macrumors regular
Oct 5, 2009
104
6
Belgium
And that's where I delete your e-mail if I'm apple.

Knowing information about your particular machine / repair / refund is acceptable and required. Feeling like you are entitled to internal company thoughts is the quickest way to get your complaint thrown into the trash.
Thank god for them you don't work on the department of consumer relations.
 

racer1441

macrumors 68000
Jul 3, 2009
1,764
172
Thank god for them you don't work on the department of consumer relations.
How is it any different than calling Apple and saying that you'd like to buy a MBP, but you know they are having some event in January, so could you please tell me what you'll be announcing so I know what to buy?

The OP has the right to know about any repairs he is sending in for, or about a delivery date of a new computer, or a refund if he wishes, but demanding company information because you feel like you deserve it is not only unproductive, but it will get you sent to the back of the line in almost every instance.
 

InfoSecmgr

Guest
Dec 31, 2009
324
0
Ypsilanti, Michigan
:rolleyes:



Point taken, I did whinge a bit too much I guess. I'm going to see if anything comes of this from Exec Relations, and if not, I'll be asking for a refund in the next week or so.

My iMac *is* a paperweight at the moment though - I can't use it for colour work, so I'm back on the MBP.
Not to downplay your situation, but don't people who work professionally with color sensitive materials generally purchase screens in the $4k+ range?
 

SilenceBe

macrumors regular
Oct 5, 2009
104
6
Belgium
How is it any different than calling Apple and saying that you'd like to buy a MBP, but you know they are having some event in January, so could you please tell me what you'll be announcing so I know what to buy?
I know you don't discuss internal company affairs with customers. But that isn't a reason to delete an email. You would ignore that part and try as best as you can to come up with a solution for the real problem.

That is what good consumer relations is all about.