Help, Apple being hard with returning iMac due to display LCD problem

Discussion in 'iMac' started by Smittay717, Oct 27, 2008.

  1. Smittay717 macrumors newbie

    May 14, 2008
    hey guys,

    i just got a new iMac, 24 inch display, ive been looking forward to it for 2 years. now i feel sick to my stomach

    i got it in May, but went through some difficult family and work stuff and was not able to set it up until last saturday, it was secure the whole time and i just opened the box on Oct. 18,

    when i did, i migrated everything from my powerbook to it and when the transfer was done, i noticed the screen panel is really lose (looser than than 24 inch iMac i use at work) it tilts way down and way up, very easily, it is not solid at all.

    also, even worse, when i go to watch dvds or play music in front row, there are these white patches at the bottom of the screen that show up when it is completely black, ruining the movie (mine at work has no white blotches, etc). again, it looks like a hardware defect.

    i talked to apple customer service and they say the only way they will ship me out a new one, is if i drive all over to an apple store (which i cant because i share a car and have crazy work hours) and let some 23 year old genius "know it all" look at it. when it clearly is from a hardware defect, why should i have to drive anywhere? im not lying about it.

    he's just going to say, well, its within Apple iMac limits... which is bullcrap. mine at work is 180 degrees different and machines put these things together. im the customer. how do i get around this? i dont want to take i there at all - they are very hard to deal with.

    can someone help me figure out what to do or say to Apple? buzzwords for customer service? the guy was a second away from just shipping me a new one, then he told me to he had to talk to his tech and now ive got this problem of having to go to the store.

    help :(


    and btw are new iMacs coming out Nov 14th that address this issue?
  2. themoonisdown09 macrumors 601


    Nov 19, 2007
    Georgia, USA
    No one knows for sure when Apple will release new iMacs. People are just guessing that it will happen in November.
  3. aristobrat macrumors G5

    Oct 14, 2005
    If you hadn't waited approx 136 days after the return period, I think you'd have a case.

    If the 23-year old Genius that gives you a hard time thinks that the screen is within specs, then escalate to the Lead Genius and/or the Store Manager.
  4. midnightvii macrumors member

    Aug 15, 2008
    i feel bad to say this but anytime when you purchase anything, it is a good idea to check if it works or not before packing away.

    That said, I think they probably have a way to see activity on the HD. So if you really did what you claim (that it was pack away the whole time up to the date you mentioned) you should be able to get the proof of it? good luck.
  5. kkat69 macrumors 68020


    Aug 30, 2007
    Atlanta, Ga
    Lemme get this straight, your giving yourself an ulcer about what 'might' happen at the Apple Store? My wife and I have delt with the genius bar and they've been pretty helpful. It's a different experience for everyone but mine and others here in the forum have had good experiences with them.

    First things first, pack your iMac in the box and first chance you get, GO (but make an appt first!). Take your iMac with you to your appt with the genius bar and explain your issues, they'll help you plug it in, turn it on and see if you can duplicate the white splotches, also show them what your talking about with the swing arm (could just be a tightening of a screw, simple fix) but the splotches are definitely an issue.

    Also are you certain your software is up to date with the latest updates? If not, update your OS then see if the splotches are still there.

    The sway arm can be adjusted with a screw (pretty certain) but if it can I'd let the genius do it so you don't void what little warranty you have left.
  6. Kosh66 macrumors 6502

    Jul 15, 2004
    Apple makes one request, that you bring it in, and they're the ones that are hard to deal with? I think it's a reasonable request that you bring it in for them to look at. As for the rest, you're assuming that's what's going to happen. You're not even going into this with an open mind. The Genius may take one look at it and agree with you.
  7. spcdust macrumors 6502a


    May 6, 2008
    London, UK
    I have to agree with Kosh66.

    Just go to the Mac store and get it checked out - to be a fair it's a full 5/6 months from your date of purchase and it's not really Apple's fault that you hadn't checked your iMac until now. Ultimately if there's a fault then you're still covered by the warranty so it will get sorted.

  8. Smittay717 thread starter macrumors newbie

    May 14, 2008
    okay i was being a total turd. i was worried over nothing.

    i went in, the guy saw the splotches and he gave the OK for the guy handling it in customer care to send me out a new one - even custom configured.

    i guess there was a way they could tell if i used it before a certain date, and they saw i activated it last saturday for the 1st time and it hadnt been used before.

    its funny - they had known of the LCD problem on other iMacs.

    i just got all nervous about the genius bar, i felt like it was going to be like court and i was going to have to prove my case....
  9. chscag macrumors 68030


    Feb 17, 2008
    Fort Worth, Texas
    To the OP: Now that you know Apple support is the best... why not protect your purchase for two more years after the warranty expires by investing in Apple Care?

  10. Smittay717 thread starter macrumors newbie

    May 14, 2008
    believe me, my work does on ALL its apple products. i'll do mine when the warranty wears out in May.

    i work in a specialized environment where my boss has been on macs virtually since 1984. and has kept upgrading and upgrading over the years... :)

    its cool to run a business on macs since the beginning, ive only been here since 2000. my boss thought the ipod would never take off in 01.
  11. nick9191 macrumors 68040

    Feb 17, 2008
    As did 90% of forum members on here.

    Glad you got it sorted out.
  12. Malivar macrumors member

    Sep 22, 2008
    If what I'm reading is correct, you're going to be getting AppleCare when the warranty wears out.. You have to get AppleCare within 1 year of the purchase.
  13. Smittay717 thread starter macrumors newbie

    May 14, 2008
    no, no - i meant within the first year - we always buy them within a month left, thanks for the heads up though :) no worries! :apple:
  14. fohawk17 macrumors regular


    Oct 17, 2008
    i agree with the others. My Church got an imac and it statred having problems. if we hadnt purchased apple care we would have had to pay to get it fixed. that would have been expensive. but apple is very nice about you stuff when you have apple care.

    gotta love apple customer service:D
  15. ceres macrumors regular

    Nov 14, 2007
    Dark Forests of Germania

    They are nice because you have a contract with them that "makes" them be nice to you. That benevolence may cease abruptly once the contract expires.
  16. fohawk17 macrumors regular


    Oct 17, 2008
    i've also had one that had no warrenty or apple care and they did everything in their power to help me with it. still no complaints

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