New 27" 2009 i7 with dozens of stuck pixels - options?

Discussion in 'iMac' started by jmpage2, Oct 10, 2010.

  1. jmpage2 macrumors 68040


    Sep 14, 2007
    So, I've been pretty happy with my new i7 27" iMac that I ordered and received last week from MacConnection. Unfortunately when watching a movie on it today I discovered that there are literally dozens of stuck pixels on the top and right hand side of the screen.

    So, I guess what I'm curious about is, what are my options here? I already purchased and activated Apple Care on this unit.

    Mac Connection seems to have an extremely restrictive return policy which means that if they determine it is 'not defective' they will charge a 20% restocking fee.

    Apple no longer stocks this model, so I anticipate that the most they can do for me with this week old iMac is to send it in and eventually send me a refurb one.

    I did pop the screen off (carefully) to make sure there wasn't dirt or dust trapped behind it, and that does not appear to be the case, as they are still visible against a dark background with the screen removed.

    I will attach a picture in a moment to the thread.
  2. Weepul macrumors regular

    Jan 13, 2008
    It shouldn't be relevant whether they "stock" it or not - it's under warranty, and I suspect that "dozens" of stuck pixels would qualify as a defect. Apple should take it in for repairs or replacement for no charge.
  3. jmpage2 thread starter macrumors 68040


    Sep 14, 2007
    So here are the pics, my apologies as I just pulled out a pocket camera and it's obviously difficult to take a photograph of a dark screen;

    Top Middle of Screen

    Right Edge of screen

    Entire Screen
  4. jmpage2 thread starter macrumors 68040


    Sep 14, 2007
    I made a genius bar appointment and took the machine in to Apple today. The Apple guy said that he had never seen a screen with as many dead pixels as mine had. He said the best way to rectify it would be to order a new panel and then have me bring the Mac back once it is there in stock and they will replace it in the store, turnaround time once they have the part is about 24 hrs.

    He said that they have done several of these and never have had to do a 2nd one, as the replacement panels go through a special QA for 2-4 hours of testing prior to going into the replacement parts inventory.

    I told him it all sounds good to me, just don't do anything to jack up my brand new Mac.
  5. tc3jg macrumors member

    Aug 25, 2010
    Yeah make sure they dont crack your front glass panel and make sure they set it properly back so that it is flush with the edges of the aluminum and there are no gaps
  6. Anonymous Freak macrumors 603

    Anonymous Freak

    Dec 12, 2002
    I'm about 99.9% sure that if an Apple tech breaks the glass, Apple will replace it.........

    The making sure it's flush part is important, though. The first time my MacBook pro went in for repair, it came back with the screws not sitting flush.
  7. jmpage2 thread starter macrumors 68040


    Sep 14, 2007
    Thanks for the advice. When the new panel arrives I'm going to make sure they know that I expect top notch work on the repair, it should still look like a brand new Mac when I get it back.
  8. jmpage2 thread starter macrumors 68040


    Sep 14, 2007
    Got it back today and looks like they did a great job. The new one has no stuck pixels that I notice. There's a tiny piece of dust behind the screen that I will blow out later.

    Thanks Apple!


    They sent me an invoice for the repair that shows it cost $865. I'm guessing this is just for educational purposes seeing as it's one week old and has Apple Care on it also.

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