Can you believe this? - New Imac stand has blemishes.

Discussion in 'iMac' started by Rupert Beehsley, Jul 16, 2019.

  1. Rupert Beehsley macrumors newbie

    Joined:
    Sep 24, 2017
    #1
    Got my new Imac today. The stand has blemishes. They won't send a replacement stand which is easy enough to replace. I have to send the whole machine back, (won't bother). They say the same would apply if it was a mouse or keyboard. The whole machine would have to go back. I had to make 3 phone calls, two got cut off after 10 minutes and they didn't phone back, the third call was spent mostly on hold, over an hour in total just about a blemish on the Imac stand. Wow. I got a recording of the guy telling me this “policy” because he wouldn't e-mail their response but was OK about being recorded, weird. Is this the start of an unhappy affair?, Should I get a refund?
     
  2. maflynn Moderator

    maflynn

    Staff Member

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    May 3, 2009
    Location:
    Boston
    #2
    That kind of makes sense because its basically a whole unit and they don't have the facility to send out a single piece of the iMac - especially if its shipped from over seas.

    Why is this wow - that tends to happen and waiting in line for your turn is just life with phone support ¯\_(ツ)_/¯

    If you don't like the blemish, then yeah, send it back for replacement. Its not really a huge deal, and apple seemed to be very happy to help resolve this by sending you a new iMac. I'm not sure what the issue is. If you get a refund, you need to send the whole unit back, so why not get send it back and get it replaced.
     
  3. Zandros macrumors member

    Joined:
    Sep 1, 2010
    #3
    Easy enough? The stand is probably the most difficult part to replace in a non-Pro iMac.
     
  4. Rupert Beehsley thread starter macrumors newbie

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    Sep 24, 2017
    #4
    The stand is very easy to replace yourself. Getting through to someone and then being cut off does not tend to happen but it happened twice. Sending the whole thing back, unable to work for quite a while, staying in for collection and delivery.......because the mouse needs returning.....come on. I don't know what is more scary, Apple's customer service or their fan-boys preparedness to put up with it.
     
  5. bigjnyc macrumors 603

    bigjnyc

    Joined:
    Apr 10, 2008
    #5
    It does seem a little silly to send back the whole computer just because one part is not working... however I have encountered this before with several other companies so I have to imagine there is a reason why they do this... I couldn't tell you what it is since I don't work in that industry...... Perhaps you can try to give customer service another shot, be polite and get a manager, maybe they would be willing to ship the replacement first and then you send back the blemished unit... Just express to them that you depend on the machine for work... They might accomodate this, but keep in mind they may ask for a credit card number to keep on file in case you don't send back the other computer.
     
  6. Trusteft macrumors 6502a

    Trusteft

    Joined:
    Nov 5, 2014
    #6
    A Lenovo laptop I bought in 2014 came with an external optical drive. DOA.They told me the same thing.
     
  7. MacDawg macrumors Core

    MacDawg

    Joined:
    Mar 20, 2004
    Location:
    "Between the Hedges"
    #7
    Yeah, if you are already unhappy with Apple for this, you are probably better off with a refund and moving on.
    Not trying to be "fan-boy"-ish, just being realistic with the expectations you are placing on your experience.

    They are more than willing to remedy your problem, just not in the way you think they should, so they don't meet your expectations.
    That happens all the time and is called "life".
     
  8. whosthis macrumors member

    Joined:
    Aug 21, 2008
    #8
    Is it? How so? It is deeply integrated. You need to cut-open the screen (which is glued on) and remove all the internals, and later you have to close it with a new adhesive tape. I don't think this is what you want to do on a brand new machine.

    On the iMac Pro on the hand it *would* work more easily - that is, if the screws won't break (see the many defective VESA mounts).
     
  9. maflynn Moderator

    maflynn

    Staff Member

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    #9
    The videos I've seen indicate its quite easy



     
  10. whosthis macrumors member

    Joined:
    Aug 21, 2008
    #10
    Well, those are *not* current iMacs. Those are the older thicker devices, which were indeed more easily to disassemble.

    With the current iMacs, I suggest to have a look at some iFixIt tutorial - and you will be amazed what it will take you to remove the stand.
     
  11. Mr_Brightside_@ macrumors 68040

    Mr_Brightside_@

    Joined:
    Sep 23, 2005
    Location:
    Toronto
    #11
    Yeah, no way on earth Apple would supply just the stand as admitting you replaced it would surely cause them to void AppleCare (I'm not defending it, but it would happen)
     
  12. Rupert Beehsley thread starter macrumors newbie

    Joined:
    Sep 24, 2017
    #12
    Take this scenario. You receive your new Imac. You set it up, get it networked, transfer all your working files from your old machine, sort out backup and archiving, set up mail and messaging apps, diaries and calendars. You download, install and register all your various software apps to the machine. Etcetera. The mouse dies on you. Apple insists you send the whole machine back to them for replacement. This makes sense to you?
     
  13. Mr_Brightside_@ macrumors 68040

    Mr_Brightside_@

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    Sep 23, 2005
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    #13
    They don’t take back the whole iMac. They take back the whole mouse.
     
  14. vkd macrumors 6502a

    vkd

    Joined:
    Sep 10, 2012
    #14
    Instead of sending it back, why don't you take it back? Could save a lotta your precious time.
     
  15. Rupert Beehsley thread starter macrumors newbie

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    Sep 24, 2017
    #15
    Wrong. Read the post.
     
  16. Mr_Brightside_@ macrumors 68040

    Mr_Brightside_@

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    Sep 23, 2005
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    Toronto
    #16
    There was a miscommunication or the person was wrong. Apple does not require you to send back the entire Mac for a defective peripheral. Source: I have done it.
     
  17. bpeeps macrumors 68030

    bpeeps

    Joined:
    May 6, 2011
    #17
    It's 100% an inconvenience, but if you want a non-blemished stand, that's the way it is. Personally, I'd try taking it into a store and see what they say or calling in and speaking to another rep. You might have gotten someone inexperienced or with the incorrect answer. Escalate it up.
     
  18. Rupert Beehsley thread starter macrumors newbie

    Joined:
    Sep 24, 2017
    #18
    I couldn't believe it either so I asked him if I could record him stating the policy which he did. He wouldn't send an email, but I have the recording. Specifically, if the keyboard or mouse is faulty the whole system has to be returned. Verbatim, literally.
     
  19. Mr_Brightside_@ macrumors 68040

    Mr_Brightside_@

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    Sep 23, 2005
    Location:
    Toronto
    #19
    I believe that he said it. I don't believe that he was correct.
     
  20. maflynn Moderator

    maflynn

    Staff Member

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    May 3, 2009
    Location:
    Boston
    #20
    Its not the mouse, its the stand.

    Again, if you're willing to live with it, then do it, otherwise return it. Its not rocket surgery, you either keep it or you don't. It doesn't matter if it makes sense or not. Apple told you how it will handle the issue, and you can accept that or keep the iMac.
     
  21. spiderpumpkin macrumors regular

    Joined:
    Oct 27, 2014
    #21
    Just return it to an Apple Store for a full refund within 14 days of receiving iMac.
     
  22. Cruz3LT macrumors member

    Cruz3LT

    Joined:
    Jun 24, 2019
    Location:
    Seattle, Washington
    #22
    The reason why they want the whole iMac is because the serial number of the iMac is on the stand. They will not give you another stand with a different serial number. That is the reason. If you can't live with the blemishes, then look on eBay for a new stand.
     
  23. CE3 macrumors 65816

    Joined:
    Nov 26, 2014
    #23
    I’ve had a magic keyboard replaced under AppleCare. The stand, as others have already mentioned, comes attached, is not easy to remove, and all the serial information is there.
     

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22 July 16, 2019