Toggle sidebar Toggle sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

iMac Repair taking too long

D

derek1984

macrumors 6502a
Original poster
My 2021 iMac which is still under warranty (AppleCare+) just stopped working. When I turned it on, the screen stayed black and had vertical lines.

I took it to Apple on January 24th to be repaired. It's now February 12th and zero update. I called Apple and was told they are waiting on a lcd panel and there are none available at the moment. They have no idea when a panel will be available. Which leaves me without my iMac indefinitely.

At what point do I personally go to my local Apple Store that I took my iMac to be repaired and demand a replacement?
 
  • Wow
  • Like
Reactions: ignatius345, Parowdy, Gezellig and 1 other person
From what they said - they WEREN'T told what the delay is - "They have no idea when a panel will be available."

If true, it's time to request a replacement. Apple has a procedure for that.

If it's escalated and they say, "Okay, I have a date now and it'll be ready in a week" - fine, that's a resolution! But "We have no idea" is not.
 
  • Like
Reactions: AAPLGeek, AppleFan85!, Schismz and 14 others
maflynn said:
Why do people go from 0 to 90 MPH at the slightest inconvenience?
Click to expand...
Because this is unacceptable. I paid for AppleCare+ and I shouldn't have to wait weeks and potentially months for a lcd panel. I use this computer for work so it's a necessity.

And the kicker here, even if they give me a replacement, I know within a couple years I'll have the same problem again because all of these iMacs starting with the M1 are just ticking time bombs.
 
  • Like
  • Haha
  • Love
Reactions: AAPLGeek, Schismz, asv56kx3088 and 15 others
derek1984 said:
I paid for AppleCare+ and I shouldn't have to wait weeks and potentially months for a lcd panel.
Click to expand...
Since when did end of January to middle of February become months? You're still dealing with a few weeks of time, and it sounds like they gave you an update - when was that? Just recently or two weeks ago?

I worked in retail back in the day, and dollars to donuts any customer who had to deal with the smallest slight demanded a free product.

I agree with @FreakinEurekan that you can start escalating it, but be respectful, don't go in there like a karen, because that will just mean the staff will absolutely NOT go out of their way to help you. I can understand your frustration, and there's way to communicate your frustration respectfully

derek1984 said:
because all of these iMacs starting with the M1 are just ticking time bombs.
Click to expand...
I would look at a different computer then.
 
  • Like
Reactions: Plutonius, Tagbert, ZZ9pluralZalpha and 11 others
mreg376 said:
That's ridiculous. If they cannot repair the device in a reasonable period of time they should provide a new or refurbished one.
Click to expand...
The machine is 5 years old. It is not unreasonable to take a little longer for items not in stock. It hasn’t been 2 business weeks. The repair is not costing him anything outside of what he paid for AC+ already. Apple will take care of him and if it ends up that they can’t get the panel, they will make him whole with a newer machine. No need to start chewing Apple employees out because of a hard to source part.
 
  • Like
  • Love
Reactions: Plutonius, An-apple-a-day, Timpetus and 5 others
I just went to the Apple Store. I was reasonable and didn't come at them aggressively.

The Apple associate tried finding an exact M1 replacement but couldn't find any inventory.

So I asked for a new iMac and that was a no. Again, I asked about a timeline for repair and there was none given. Other than "20" people ahead of me waiting for the same display.

So I left without any resolution and thinking it could be months before I get my iMac back.

I am done with Apple.
 
  • Like
  • Wow
  • Angry
Reactions: J.J. Sefton, th0masp, jib2 and 4 others
It's not unreasonable I feel. OP has been without the Mac for 19 days so far, without a clue as to how much longer the wait for a panel is. What if this is their only personal computer?

I'd give it the weekend, but after that I start asking what else can be done for you.

EDIT: I see that you've already gone to the Apple Store. Perhaps start looking into what options are available to escalate this for you.
 
  • Like
  • Haha
Reactions: AAPLGeek, ZZ9pluralZalpha, Parowdy and 3 others
Sneakz said:
It's not unreasonable I feel. OP has been without the Mac for 19 days so far, without a clue as to how much longer the wait for a panel is. What if this is their only personal computer?

I'd give it the weekend, but after that I start asking what else can be done for you.

EDIT: I see that you've already gone to the Apple Store. Perhaps start looking into what options are available to escalate this for you.
Click to expand...
I use this computer for work. That's why it is necessary. And I told Apple this. They don't care.

It even crossed my mind to buy a new iMac and just sell the repaired iMac whenever I get it. BUT I'm afraid in a couple years I will be in the same position again because Apple is not addressing this design flaw with a cable overheating behind the display causing lines.

And there is a reason why I am having to wait so long for this part. Because this is a common issue everyone is having with the iMac.
 
  • Like
  • Haha
Reactions: J.J. Sefton, AF_APPLETALK, Parowdy and 5 others
derek1984 said:
I use this computer for work. That's why it is necessary. And I told Apple this. They don't care.

It even crossed my mind to buy a new iMac and just sell the repaired iMac whenever I get it. BUT I'm afraid in a couple years I will be in the same position again because Apple is not addressing this design flaw with a cable overheating behind the display causing lines.

And there is a reason why I am having to wait so long for this part. Because this is a common issue everyone is having with the iMac.
Click to expand...
Perhaps Mac mini + display is the way to go in the future. And sell the iMac.

A while back I had an iPhone that needed replacement from AppleCare, and there were no replacement units available. I did try emailing "Tim Cook" and someone did contact me from Apple about three days later with updates. I don't know if that got me my replacement device any faster, but I was now in touch with somebody who could update me on the availability of a replacement.
 
  • Like
Reactions: ZZ9pluralZalpha, AF_APPLETALK, canadianreader and 2 others
One additional thing to ask Apple is that, given there is no ETA for the repair, after what amount of time they will provide a replacement. They should have a policy for that.

After 30 days is roughly when it becomes unreasonable to not have an ETA. Depending on which state or country you are in, there can be specific laws about that.
 
  • Like
Reactions: ZZ9pluralZalpha, MacCheetah3, hjkuldbrot and 1 other person
klasma said:
One additional thing to ask Apple is that, given there is no ETA for the repair, after what amount of time they will provide a replacement. They should have a policy for that.

After 30 days is roughly when it becomes unreasonable to not have an ETA. Depending on which state or country you are in, there can be specific laws about that.
Click to expand...
The person I spoke to was supposedly a manager. There was no chance a replacement would even be on the table in the future. Even with no ETA.
 
  • Wow
Reactions: J.J. Sefton and Parowdy
derek1984 said:
The person I spoke to was supposedly a manager. There was no chance a replacement would even be on the table in the future. Even with no ETA.
Click to expand...
If they don’t manage to repair it, then under AppleCare+ you are entitled to a replacement. So “no chance” doesn’t make sense here.

At some point you can consult a lawyer. But not now; maybe after two months if they provide no ETA.
 
  • Like
Reactions: ZZ9pluralZalpha, Parowdy and Dylan33x
derek1984 said:
I use this computer for work. That's why it is necessary. And I told Apple this. They don't care.
Click to expand...
Apple cares just as much as every other device. Being a work machine doesn’t entitle the device to expedited repair. I won’t tell you how to run your business, but it never hurts to have a backup plan, as IT can kick the bucket for a multitude of reasons.
 
  • Like
Reactions: FastForwardTo2012, Tagbert, ZZ9pluralZalpha and 2 others
klasma said:
If they don’t manage to repair it, then under AppleCare+ you are entitled to a replacement. So “no chance” doesn’t make sense here.

At some point you can consult a lawyer. But not now; maybe after two months if they provide no ETA.
Click to expand...
I'm sure it will be repaired. But I'm thinking this will take months.
 
  • Like
Reactions: Parowdy
mansplains said:
Apple cares just as much as every other device. Being a work machine doesn’t entitle the device to expedited repair. I won’t tell you how to run your business, but it never hurts to have a backup plan, as IT can kick the bucket for a multitude of reasons.
Click to expand...
I know that, but I had to give a logical reason why I need it back asap.
 
  • Like
Reactions: Parowdy
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back