Just bought Imac... Stuck pixel!!!

[rxl125]

If it's any consolation, I just noticed a red pixel in the middle of my 30" ACD a few days ago. I've had it for a month and never noticed it. I forgot about it a few hours later...until I posted this...

Honestly the only way you could forget it is if you work in white often. With photos the red sticks out like a laser beam. The blue is not noticeable too much...

 

[gaelan]

so if you bought an imac from compusa or some other retailer, can you return to those type stores and expect satisfaction in a situation like this?

 

[rxl125]

so if you bought an imac from compusa or some other retailer, can you return to those type stores and expect satisfaction in a situation like this?

from what I read comp usa has a no questions 100% return policy...

 

[gaelan]

from what I read comp usa has a no questions 100% return policy...

interesting. i'm kinda in the market for either an imac or a new macbook when they announce. customer service and return policies are important, but so is the student discount. have to check it out...

 

[EricNau]

Look no further than your first definition: as good as it is possible to be. According to industry norms and to Apple policy, it IS a perfectly good computer with no faults above tolerance.

You are not promised a display with no dead or stuck pixels when you buy a computer. You are not paying for a display that is guaranteed to have no dead or stuck pixels. You are not entitled to a waiver of the restocking fee because you didn't get a computer with no dead or stuck pixels. You are not a victim of bad customer service because YOUR expectations exceeded the guarantees of the manufacturer. Apple customer service wouldn't give a crap about this thread--all it says is that they're true to their word without misrepresentation, broken promises, or poor treatment.

"As good as it is possible to be"

Is it possible to have a display with zero defects? Yes. Therefore, if your computer has even the slightest flaw (I don't care what it is), it is not "perfect."

I never said anything about Apple promising a "perfect computer," but I'm sick of people saying he received a perfect computer, because the OP did not.

 

[matticus008]

"As good as it is possible to be"

Is it possible to have a display with zero defects? Yes. Therefore, if your computer has even the slightest flaw (I don't care what it is), it is not "perfect."

No, it is almost impossible to have a display with zero defects. Is it possible to have a display with zero visible pixel anomalies? Yes. "As good as it is possible to be" is a general statement when you're talking about a mass-produced product--each one is going to have slight variances. But you'll never see the term "perfect" used in legally-binding statements/documents because it is a philosophical nightmare.

I never said anything about Apple promising a "perfect computer," but I'm sick of people saying he received a perfect computer, because the OP did not.

There is no such thing as a perfect computer. Every single one almost certainly has at least one defect in at least one component. The OP got a perfectly good computer, which is fully functional and within tolerance. I don't think anyone has said he received a perfect computer.

 

[rxl125]

Apple relations was GREAT!!!! They are going to exchange the computer... ONe thing I did not mention is the seal was broken on the computer when I bought it. When I gave them the serial number at apple relations they gave me the impression that the computer was "refreshed." They couldn't offer me a return quick enough.

 

[Whistleway]

Apple relations was GREAT!!!! They are going to exchange the computer... ONe thing I did not mention is the seal was broken on the computer when I bought it. When I gave them the serial number at apple relations they gave me the impression that the computer was "refreshed." They couldn't offer me a return quick enough.

Nice to hear that. Well done !!

 

[duffman9000]

rxl125,
Hate to break it to you, but Apple's pixel policy is probably one of the worst in the industry, if the 8 pixel policy is true. Most of the 3rd party manufacturers are 6, and IIRC, it also matters where and what color the dead pixels are.

It would be just like Apple to have a crappy pixel warranty. That's why you have to buy from a place that allows returns. Just say you didn't like it, which is actually true, right? Take the restocking hit to the wallet but you will be much happier.

Not all dead pixels spell disaster. My 20 inch Dell has one dead pixel, looks red but a dark red. It so undetectable that i dont even notice it anymore, but i'm glad its toward the right of the screen.

 

[duffman9000]

interesting. i'm kinda in the market for either an imac or a new macbook when they announce. customer service and return policies are important, but so is the student discount. have to check it out...

It's an evil choice i know. For non-student buyers the Apple extended warranty is so much more than other pc manufacturers. And the standard 1 year, (is it still one year?), is terrible. I bit the bullet with my first mac and didn't get the extended warranty(+$300?) and had the screen go bad before the first year only to have it come back from Apple with dead pixels, one frigging cluster of them.

Lesson learned: Complaining is a critical skill, especially when dealing with Apple. They agreed to exchange my screen again, even though it was not covered under their pixel policy.

 

[Eidorian]

rxl125,
Hate to break it to you, but Apple's pixel policy is probably one of the worst in the industry, if the 8 pixel policy is true. Most of the 3rd party manufacturers are 6, and IIRC, it also matters where and what color the dead pixels are.

It would be just like Apple to have a crappy pixel warranty. That's why you have to buy from a place that allows returns. Just say you didn't like it, which is actually true, right? Take the restocking hit to the wallet but you will be much happier.

Not all dead pixels spell disaster. My 20 inch Dell has one dead pixel, looks red but a dark red. It so undetectable that i dont even notice it anymore, but i'm glad its toward the right of the screen.

I'd like to post some of the service information that Apple provides but it has rather lengthy statements that it shouldn't be disclosed. Pick up the first Desktop and Portable Systems guide. You'll find everything you want to know about Apple's repairs there and some nice testing software.

http://www.amazon.com/gp/product/03...f=pd_bbs_7/102-5272817-5436109?_encoding=UTF8

http://www.amazon.com/gp/product/03...2817-5436109?_encoding=UTF8&v=glance&n=283155

 

[milo]

I think you can ask your CC company about this situation, if they can do something for you. Or you can try another time to see if you can meet a nicer manager. Btw, can you complain this to Apple? 10% restock fee is unacceptable. Apple stores shouldn't do that.

I would think all computer stores would practically have to do that. If you had no restocking fee, what's stopping people from just buying a machine, using it for a project, then returning it for a full refund? It's a store, not a library.

That said, I think all the posts insisting that this stuck pixel must not be obvious, and can only be seen if you obsessively look for flaws are ignorant and idiotic. Come on, you haven't seen this screen, yet you somehow know how obvious it is without seeing it?

I'm glad apple finally gave in and agreed to swap the machine. Sounds like it might be a good strategy to tell Apple tech that you have a clump of stuck pixels if they are obvious ones. I feel your pain, I'm about to take in my mini for the (sadly, fairly widespread) airport problem.

 

[tonyl]

I would think all computer stores would practically have to do that. If you had no restocking fee, what's stopping people from just buying a machine, using it for a project, then returning it for a full refund? It's a store, not a library.

I mean under this situation.

 

[tonyl]

Apple relations was GREAT!!!! They are going to exchange the computer... ONe thing I did not mention is the seal was broken on the computer when I bought it. When I gave them the serial number at apple relations they gave me the impression that the computer was "refreshed." They couldn't offer me a return quick enough.

I'm glad to see that. Your apple store is evil, you should tell your story to your friends.

 

[robert-a-hudson]

Apple relations was GREAT!!!! They are going to exchange the computer... ONe thing I did not mention is the seal was broken on the computer when I bought it. When I gave them the serial number at apple relations they gave me the impression that the computer was "refreshed." They couldn't offer me a return quick enough.

how did you pull thata one off then?

 

[KarlEdmunds]

Hey, this is my first post *waves*

Regarding buying the machine from a shop rather than online would it be reasonable to expect the salesman to show me the laptop working before I buy it. I ask because if so and they provide the student discount I will most certainly buy a macbook pro this week

The last thing I want is to pay £1500 for a laptop that has obvious imperfections. Personally the dead/stuck pixel problem if not fixable with software is completely unacceptable.

Also, I was under the impression with uk consumer law that you have the right to return anything you are not happy with in a certain time period, whether it's faulty or not? Have I missed something here?

Thanks in advance

Kind regards

Karl

 

[count chocula]

i hope this helps: http://discussions.apple.com/thread.jspa?messageID=1918732&#1918732

and have you tried calling apple care? the number is 1-800-275-2273 see if you can get them to declare it dead on arrival.

 

[matticus008]

Hey, this is my first post *waves*

Regarding buying the machine from a shop rather than online would it be reasonable to expect the salesman to show me the laptop working before I buy it. I ask because if so and they provide the student discount I will most certainly buy a macbook pro this week

That will work if you buy floor models, but you're not ever going to buy electronics somewhere that will open the box and set everything up for you before you buy it. They can't take the risk that you'll choose not to buy it, because then it becomes illegal for them to sell that product as new, causing them a monetary loss.

The last thing I want is to pay £1500 for a laptop that has obvious imperfections. Personally the dead/stuck pixel problem if not fixable with software is completely unacceptable.

Price and number of imperfections is a compromise. Would you rather pay £1700 for the same computer to get rid of one or two stuck pixels? If so, you're not the typical customer, or even the typical Apple customer. Feel free to find dead pixels unacceptable, but don't operate under any false delusions that the price of the computer covers a 100% flawless display. It does not, even if most displays that are sold are fine.

Also, I was under the impression with uk consumer law that you have the right to return anything you are not happy with in a certain time period, whether it's faulty or not? Have I missed something here?

No, you haven't missed anything. The original poster could have returned the machine at any time during this process. UK protection laws are a little better than the US (and since the OP is not in the UK, those laws don't apply to him), but the issue was never that Apple refused to accept a return. It was that the buyer didn't want to return the computer in accordance with Apple's return policy.

He's had the situation resolved to his satisfaction, though. His problem was rewarded by Apple customer service which was willing to go beyond policy to help him, even though the advice received involved anything BUT "loyal" customer tactics--people want exceptional service and Apple to treat its customers better, but look how people in this thread advocate treating Apple. Withholding money rightfully earned, threatening extortion, attempting to set up displays to dissuade others from shopping at Apple, lying to Apple to attempt a replacement, throwing childish tantrums, and generally bemoaning the company's lack of perfection. And these are the people who expect Apple to bend over backwards to make them happy. With friends like those, who needs enemies?

 

[milo]

He's had the situation resolved to his satisfaction, though. His problem was rewarded by Apple customer service which was willing to go beyond policy to help him, even though the advice received involved anything BUT "loyal" customer tactics--people want exceptional service and Apple to treat its customers better, but look how people in this thread advocate treating Apple. Withholding money rightfully earned, threatening extortion, attempting to set up displays to dissuade others from shopping at Apple, lying to Apple to attempt a replacement, throwing childish tantrums, and generally bemoaning the company's lack of perfection. And these are the people who expect Apple to bend over backwards to make them happy. With friends like those, who needs enemies?

It seems to me that if the red pixel in the middle of the screen was so obvious at all times, it likely wasn't one pixel but a clump of multiple defective ones.

Assuming that is the case, his machine likely should be classified as defective and replaced. He DID want to return it under apple's policy, he and apple just had trouble agreeing that it was defective.

 

[Abulia]

To the OP, congratulations! The only thing I might have done differently is gone from the store manager to the regional manager, then Apple relations before hitting my credit card company.

To the others who are bashing the OP: this is just really sad. This is how Mac users get a bad wrap. First you doubt the OP, then start quoting policy, finally demeaning his purchase and intelligence ("well, he's just looking for problems"). Here was a switcher that could have been lost. Forever. The fact is, regardless of the manufacturer, no consumer should put up with a sub-standard product. You can go right on quoting restocking fees and dead pixel policies but at some point you have to consider what is right for the customer and for the business.

For the record, my Dell 2005FPW monitor had 1-2 dead pixels when I bought the $500 unit over a year ago. I called Dell tech support and said the word "dead pixel" and they immediately shipped me a replacement, no questions asked ("how many?"). The refurb they sent me had some dead pixels as well...again, a quick phone call got a brand new unit sent to me with no questions asked.

Dell understood what it takes to keep a customer for a $500 monitor, yet the OP has to do the run around with Apple on a $1,500 computer? Come on...

 

[Abulia]

The apple store manager was a jerk!

Oh, and I'd consider addressing this issue seperately with his bos. That is if he was actually "being a jerk" versus just following policy.

 

[kntgsp]

Exactly. Customer service has gone by the wayside, but it's unfair to blame the companies alone for this practice. Customers lie, cheat, and manipulate well-intentioned CSR's to the point where companies with quality service cost more and customers go elsewhere. It's acting like you're entitled to special treatment and service beyond company policy that's asinine and a big reason why the service industry is so crappy today.

God I hate euphemisms.

It's a salesperson or a clerk. You're probably the same type of idiot that refers to crippled people as "differently-abled", or a dead guy as "life-challenged".

Companies have also gone by the wayside, in misrepresenting products. You think if they told people their return policy that has 203983456 exceptions, that they would still sell as many products? Heck no!

If you advertise something on TV, and show me a product in the store that works perfectly fine, and I say 'yes, I'd like that product, box one up', I expect to get one that works like the one you ***** SHOWED ME!

If I get one that doesn't, then I want my money back.

companies with quality service cost more and customers go elsewhere

Really? Then please, enlighten me with why Apple costs so much more than PC manufacturers, yet still has the same service problems? Your greater service = higher cost equation doesn't really hold up in real life. Nice theory though.

 

[kntgsp]

DOA = Dead On Arrival.

Apple likes to use their asininely broad description of "easy fix" to justify not declaring something DOA. This is stuff people should not, and will not deal with when opening a brand new product.

Bad RAM? Easy fix. Bring it into the store, they replace your ram for you.

OS not working/software problem? Easy fix. Brint it into the store, they fix it for you.

Anything they can fix in the store with a simple swap out or the like is something i consider an easy fix.

Boxing up my 1 day old computer, and mailing it across the country to get it fixed, leaving me without a computer for a week? No, that is not an easy fix. If it's something that happens a few months after you own it, sure it's under warranty, no big deal. But if they expect me to do that with a product straight out of the box, when I bought it at their store. They can shove it. I'll get my money back and let them deal with mailing their defective product from here to kingdom come.

I'm not going to buy a computer from Apple, and then a secondary one. Or keep a secondary computer, because I should anticipate a problem. No, I shouldn't. That's the ***** point you stool standing, high and mighty ******s. You don't buy a product in anticipation of it NOT working. If it doesn't work as advertised, I want my money back.

And if they want to sell products like that, FINE. But when you sell me the product, make sure to tell me that it'll have to launch a nuclear warhead, or explode in front of their very eyes for me to return it.

If it's a few months old, sure, I'll mail it in to fix it. Afterall, it's under warranty. But expecting a customer to bow down to your mercy with a 1 day old product is criminal.

 

[rxl125]

everything worked out fine. I have one now that doesn't have red pixels stuck! Thanks everyone for the kind words. For the money I paid, I think I deserved a product that I would be happy with. Remember I'm coming from a PC; this is a GREAT GREAT machine. I'm even thinking I don't need windows anymore. I was going to do the bootcamp thing, but I don't really see a need. The windows media player is all I need, I know flip 4 mac is working on a universal binary, so after that I'll be psyched. For those who were telling me I should live with my computer, the next time you shell out a grand and a half and get a less than inferior product, we'll see if you complain.

 

[sikkinixx]

glad it all worked out for you!!! my pb had 2 stuck red pixels and apple wouldnt do anything no matter how much hell i raised (and were extremely rude about dealing with me), so i paid the 10%, went to bestbuy and returned another one until i got a perfect one. Never ever ever again will i buy from Apple 1st hand, no questions returns from Big Box companies are the only way to go.