iMac has a bug, literally

[Frustratedperson]

Hi,

latest iMac 27” and has it for about 3/4 months. Didn’t buy it direct from Apple. It literally has a bug underneath the screen. God knows how it’s got there as it’s in my bedroom and has been from day 1. Called the place I bought it and they are refusing to refund. I’ve told them that it’s only a few months old and legally under 6 months, the onus is on them to prove it wasn’t faulty from day 1. Also told them that I’m led to believe that the iMac screen is fused together from the factory so it must have been there or an egg there when it was made.
What can I do??

 

[0128672]

Where do you live that sellers have a 6-month legal requirement to issue a refund in an instance like this? It's the first time I've heard of such a law. Do you have Applecare+?

 

[Apple_Robert]

Where do you live that sellers have a 6-month legal requirement to issue a refund in an instance like this? It's the first time I've heard of such a law.

I believe that that is in the UK.

 

[Frustratedperson]

Where do you live that sellers have a 6-month legal requirement to issue a refund in an instance like this? It's the first time I've heard of such a law.

I’m in the UK. It’s consumer law. Under 6 months and the onus is on the seller to prove it wasn’t defective from day 1. After 6 months and the onus is on me to prove that. Refund isn’t just 28 days. Companies advertise this to stop people using law to get a refund if something is defective after 28 days.

 

[0128672]

I’m in the UK. It’s consumer law. Under 6 months and the onus is on the seller to prove it wasn’t defective from day 1. After 6 months and the onus is on me to prove that. Refund isn’t just 28 days. Companies advertise this to stop people using law to get a refund if something is defective after 28 days.

Ah, thanks. When there's a dispute, what are the legal remedies? Do you have to take it to court?

 

[Frustratedperson]

Just been reading and the law changed in 2015. I can only ask for a refund if they repair it and it doesn’t fix it or that they can’t repair it. Going call Apple tomorrow and ask them to put it in an email that there is no way that I have caused this due to the screen being bonded from the factory. Can’t see how they can refuse then.

 

[Lihp8270]

Ah, thanks. When there's a dispute, what are the legal remedies? Do you have to take it to court?

small claims court would cover the cost of an iMac.

Legal fees can also not be claimed In a small claims court and only costs about £70 to file a claim.

Additionally, the onus is the only thing to change after 6 months.

It you can prove it’s faulty after 6 months you can claim against the retailer for faulty goods for 6 years.

 

[0128672]

Just been reading and the law changed in 2015. I can only ask for a refund if they repair it and it doesn’t fix it or that they can’t repair it. Going call Apple tomorrow and ask them to put it in an email that there is no way that I have caused this due to the screen being bonded from the factory. Can’t see how they can refuse then.

And no Applecare?

 

[Lihp8270]

Just been reading and the law changed in 2015. I can only ask for a refund if they repair it and it doesn’t fix it or that they can’t repair it. Going call Apple tomorrow and ask them to put it in an email that there is no way that I have caused this due to the screen being bonded from the factory. Can’t see how they can refuse then.

There are openings though. There are vents. It’s possible to get in the vents and get between the screen and the glass from the inside.

I think you’d have a hard time proving that it was there from purchase.

It looks to be a small fruit fly. And considering that they only have a lifespan of 40-50 days. I don’t think that was there when you bought it 3/4 months ago.

 

[Apple_Robert]

I would contact Apple Support. Show them the video and tell them the retailer is refusing to refund or replace with another new model. Since the Mac was built by Apple, they should ultimately make this right.

 

[Lihp8270]

I would contact Apple Support. Show them the video and tell them the retailer is refusing to refund or replace with another new model. Since the Mac was built by Apple, they should ultimately make this right.

I don’t think this is an apple issue to resolve tbh.

there’s no way a small insect like that has survived in the screen for 4 months with no food source. Never mind from as long ago as it was manufactured.

that’s longer than most optimal life spans of small insects like that

 

[Frustratedperson]

I don’t think this is an apple issue to resolve tbh.

there’s no way a small insect like that has survived in the screen for 4 months with no food source. Never mind from as long ago as it was manufactured.

that’s longer than most optimal life spans of small insects like that

The iMac is 4 months old. It’s been in my bedroom for 4 months. I live in the UK, not somewhere crazy humid such as Brisbane. It’s been unboxed once and setup once. It cost me £2500. No way in this world I am paying £2500 for a computer for it to be useless after 4 months. I have had cheap monitors in the past that have lasted me YEARS, in the same bedroom in the same climate.

 

[rpmurray]

They say that if you see one that there are many more you can't see. Who knows how many of these little beasties are crawling around inside this iMac.

 

[Frustratedperson]

In fact it’s not 4 months old. It’s 3 months (just checked the receipt).

 

[Apple_Robert]

I don’t think this is an apple issue to resolve tbh.

there’s no way a small insect like that has survived in the screen for 4 months with no food source. Never mind from as long ago as it was manufactured.

that’s longer than most optimal life spans of small insects like that

Valid points.

If the OP contacts Apple, maybe they will show some customer grace and offer to remove the bug for free.

 

[Lihp8270]

The iMac is 4 months old. It’s been in my bedroom for 4 months. I live in the UK, not somewhere crazy humid such as Brisbane. It’s been unboxed once and setup once. It cost me £2500. No way in this world I am paying £2500 for a computer for it to be useless after 4 months. I have had cheap monitors in the past that have lasted me YEARS, in the same bedroom in the same climate.

I live in the UK too.

it doesn’t need to be crazy humid to get little fruit flies around. Particularly in summer.

It’s unfortunate that you paid £2500. But there’s no way that has survived in there for 4+ months. The lifespan at optimum temperature with a good source is 40-50 days.

You are unlucky that it has got in there. But this is not the fault of apple.

 

[Frustratedperson]

I live in the UK too.

it doesn’t need to be crazy humid to get little fruit flies around. Particularly in summer.

It’s unfortunate that you paid £2500. But there’s no way that has survived in there for 4+ months. The lifespan at optimum temperature with a good source is 40-50 days.

You are unlucky that it has got in there. But this is not the fault of apple.

Sorry but I disagree. I have lived in this house for 15 years and this is the first computer (had approx 7/8) computers in this time, some for years. This is 3 months old and it’s got bugs in. Apparently the screens are bonded/fused. If so then what other explanation, apart from a manufacturing fault, is there that a bug has got behind the screen?

 

[Lihp8270]

Valid points.

If the OP contacts Apple, maybe they will show some customer grace and offer to remove the bug for free.

Agreed. If the OP approached apple as “I bought this 3 months ago and noticed this. Retailer won’t help. Can you help with a solution”

they may get a sympathetic ear and some good customer service.

If OP goes in aggressively with accusations they’re just gonna (rightfully) defend their position and not offer the goodwill OP needs

 

[Frustratedperson]

Agreed. If the OP approached apple as “I bought this 3 months ago and noticed this. Retailer won’t help. Can you help with a solution”

they may get a sympathetic ear and some good customer service.

If OP goes in aggressively with accusations they’re just gonna (rightfully) defend their position and not offer the goodwill OP needs

So basically suck up to Apple so I don’t get to lose £2500? May be your style but it’s not mine. £2500 is a lot of money. According to ifixit, the screens are bonded and fused so literally no way (if manufactured correctly) for an insect to get behind the screen even if it gets through ports etc.

 

[Apple_Robert]

Agreed. If the OP approached apple as “I bought this 3 months ago and noticed this. Retailer won’t help. Can you help with a solution”

they may get a sympathetic ear and some good customer service.

If OP goes in aggressively with accusations they’re just gonna (rightfully) defend their position and not offer the goodwill OP needs

Exactly.

Be polite with Apple, OP. Let them know you are thrilled with your new Mac, which is 3 months old but, you were wondering if they could help you with your problem. The big is affecting your workflow and enjoyment of your new Mac.

 

[Apple_Robert]

So basically suck up to Apple so I don’t get to lose £2500? May be your style but it’s not mine. £2500 is a lot of money. According to ifixit, the screens are bonded and fused so literally no way (if manufactured correctly) for an insect to get behind the screen even if it gets through ports etc.

You are incorrect. It is possible for a tiny bug to fly int the vent port and work its way to the front, albeit it is not easy to do.

If you are rude, Apple may not offer to help. No harm in being kind and seeking help like you are doing here. Nice goes a long way.

 

[Lihp8270]

Sorry but I disagree. I have lived in this house for 15 years and this is the first computer (had approx 7/8) computers in this time, some for years. This is 3 months old and it’s got bugs in. Apparently the screens are bonded/fused. If so then what other explanation, apart from a manufacturing fault, is there that a bug has got behind the screen?

Nothing is truly sealed cables have to connect to boards and boards to panels etc.

What you’re suggesting is that your hoists has zero bugs. But they have got into a clean room where stuff like screens get bonded and manufactured.

not only did the bug get in there in a clean environment it has survived there for long enough for the display to be shipped from where it’s made to be assembled into an iMac to be shipped to the UK. To sit on a shelf. To ship to you. To then last another 3 months. All with no food source.

I’m sorry, and I understand you’re disappointed. But this is nobody’s fault, but there’s not a chance that was there during manufacture

 

[Frustratedperson]

Nothing is truly sealed cables have to connect to boards and boards to panels etc.

What you’re suggesting is that your hoists has zero bugs. But they have got into a clean room where stuff like screens get bonded and manufactured.

not only did the bug get in there in a clean environment it has survived there for long enough for the display to be shipped from where it’s made to be assembled into an iMac to be shipped to the UK. To sit on a shelf. To ship to you. To then last another 3 months. All with no food source.

I’m sorry, and I understand you’re disappointed. But this is nobody’s fault, but there’s not a chance that was there during manufacture

Maybe not there from factory but not impossible that the seal between the screen and glass wasn’t manufactured correctly. Either way I’m not happy. To keep this now. Not about being rude, it’s about wanting value for money and £2500 for 3 months ownership is ridiculous.

 

[Michael566]

I’m not surprised Apple never repaired it. They employ staff from around the world who are incapable of making fair decisions and merely follow a scripted Apple policy which is to do as little as possible to assist customers. Your best option is to go to a small claims court and take legal action against Apple. I personally won’t be buying anything directly from Apple again and will be using a retailer who provides good customer service and implements fair policies. They carried out a shoddy repair on AirPods Max which broke down twice and they refused to repair them. I’m currently going taking small claims action against Apple. An awful company to deal with when their goods are faulty.

Hi,

latest iMac 27” and has it for about 3/4 months. Didn’t buy it direct from Apple. It literally has a bug underneath the screen. God knows how it’s got there as it’s in my bedroom and has been from day 1. Called the place I bought it and they are refusing to refund. I’ve told them that it’s only a few months old and legally under 6 months, the onus is on them to prove it wasn’t faulty from day 1. Also told them that I’m led to believe that the iMac screen is fused together from the factory so it must have been there or an egg there when it was made.
What can I do??

View attachment 1804251

 

[0128672]

I’m not surprised Apple never repaired it. They employ staff from around the world who are incapable of making fair decisions and merely follow a scripted Apple policy which is to do as little as possible to assist customers. Your best option is to go to a small claims court and take legal action against Apple. I personally won’t be buying anything directly from Apple again and will be using a retailer who provides good customer service and implements fair policies. They carried out a shoddy repair on AirPods Max which broke down twice and they refused to repair them. I’m currently going taking small claims action against Apple. An awful company to deal with when their goods are faulty.

OP hasn't taken it to Apple yet for an evaluation.