[help] apple refusing to fix my imac even though I have apple care

macmee

Suspended
Original poster
Dec 13, 2008
835
1,089
Canada
My iMac has very bad image retention:

http://imgur.com/a/MOxzw

I have apple care until 2017 and I live pretty far (1hr+) away from the apple store.

I drove into the city to take my iMac to the apple store and I showed the gentlemen working there. He ran the official image retention test and my mac "passed" that test. He told me he couldn't do anything more for me and that I should re-install OSX to see if that fixes it.

I have since done this, however the exact same image retention is still there, and it has even gotten worse.

I'm not sure what to do. I've owned two iMacs before and neither had this issue. Apple care was expensive for this Mac so I'm not sure why they wont fix it.

I want to take the Mac back to the Apple Store but again I'll have to take the day off work and head into the city and I'm pretty sure, even though it's very bad now, that they will just run their same retention test, which passes and that they wont help me :( I called them and they said they'd have to run tests before they replace the screen, and that is after I showed them in person and sent them photos of the retention.

I think, by the way, that their image retention test passes because the image retention happens where light colors are retained when I switch to a dark color like you can see in my pictures above, but their test just flashes between a black and white checkerboard which:

1. doesn't end on a dark colored screen like in my pictures, and

2. doesn't resemble how you'd use a computer. For example I sometime read a pdf and have it on my screen for 1 minute at a time, and then when I switch to photoshop I get the terrible retention.

Does anyone know what I can do? Am I just screwed?
 
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cvdave

macrumors newbie
Oct 2, 2016
12
4
Don't give up..... they are a pain sometimes. My 2012 27" Imac would randomly shutdown, reboot but since they could not duplicate it in 2 minutes, they wouldn't accept.... I finally sent emails to corporate applecare, and it still took 3 months, after which they replaced the powersupply AND logic board..... that was almost 2 years ago now, and it has not hic-upped since... so OBVIOUSLY something had been wrong.

Also.... depending on where you live... from a legal point of view, since you notifiied them of this DURING the warranty period..... the warranty covers this incident regardless of how long it takes.
 

boast

macrumors 65816
Nov 12, 2007
1,369
739
Phoenix, USA
I had an issue with the 2014 riMac ghosting in the corners, and they replaced the screen with just the 1 year standard warranty

I would go to the store and try again or do Apple support online and shipping the iMac might have a better result.
 

macmee

Suspended
Original poster
Dec 13, 2008
835
1,089
Canada
I had an issue with the 2014 riMac ghosting in the corners, and they replaced the screen with just the 1 year standard warranty

I would go to the store and try again or do Apple support online and shipping the iMac might have a better result.
Did they run their image retention test with you at the apple store too?
 

bwoodruff

macrumors regular
Feb 28, 2015
131
73
Western NY
I'd try the Apple Store one more time. Then I'd email Tim Cook exactly what you just told us if they don't do anything for you. You likely won't get a response from Tim himself, but someone who has authority to get stuff done should be in touch.

But don't abuse that. I'd be willing to bet if you start contacting them routinely without going through the appropriate channels first, or about minor stuff, you'll get blacklisted.
 

Spink10

Suspended
Nov 3, 2011
4,259
1,002
Oklahoma
I'd try the Apple Store one more time. Then I'd email Tim Cook exactly what you just told us if they don't do anything for you. You likely won't get a response from Tim himself, but someone who has authority to get stuff done should be in touch.

But don't abuse that. I'd be willing to bet if you start contacting them routinely without going through the appropriate channels first, or about minor stuff, you'll get blacklisted.
Blacklisted - maybe

I've sent probably 6 emails. 5 of which asked for a response. Got 4 responses from Tim's goons.