New iMac with a dead pixel...

[cwryn]

Ok, so if its not like a flat tire or a scratch, then it has to be like getting a new car with a small crack in the windshield, right in the center of the driver's seat.

Sure, it doesn't radically hurt the usefulness of the product, but god is it annoying, especially after spending the money.

Fortunately, we can test drive cars and inspect them to avoid this...

Computers can be 1/10th the cost of a car, thats expensive... shouldn't the customer be able to test drive it and make sure it is up to par prior to purchase?

 

[anim8or]

Ok, so if its not like a flat tire or a scratch, then it has to be like getting a new car with a small crack in the windshield, right in the center of the driver's seat.

Sure, it doesn't radically hurt the usefulness of the product, but god is it annoying, especially after spending the money.

Fortunately, we can test drive cars and inspect them to avoid this...

Computers can be 1/10th the cost of a car, thats expensive... shouldn't the customer be able to test drive it and make sure it is up to par prior to purchase?

I have to say i was sitting on the fence about this argument, until i read this post.

I agree wholeheartedly with this 'test drive' approach, my previous imac had a dead pixel and it was from time to time a little annoying when it catches your eye or is right where you dont want it to be on screen....

Apple perhaps should allow for a cooling off period for the user to examine the new computer and if they are happy with it (dead pixel or not, some people just aren't as fussy).

 

[maverick808]

Apple perhaps should allow for a cooling off period for the user to examine the new computer and if they are happy with it (dead pixel or not, some people just aren't as fussy).

In the UK you have a cooling off period by law if you buy online, for the exact reason that you couldn't "test drive" the product in store.

The protection includes:

A cooling off period of seven working days in which the consumer can withdraw from the contract.

Apple actually double this cooling off period to 14 days. If you aren't completely happy with any Apple product you bought online then you can return it with no hassle at all within 14 days for ANY reason (e.g. you simply don't like the look of it, it's too fast and you find that scary, ANY reason at all). If the machine is completely perfect and you use this 7 day cooling off law to reject it then you will have to pay return postage, but that's all. There is no restocking fee or anything since by law they can't charge you one.

Basically, if you argue about the dead pixel and they say it's not enough to return it (which is unlikely as they've never done that with me) then, as a fallback, you can simply pay postage and send the machine back stating that you just didn't want it.

 

[AlBDamned]

Ok, so if its not like a flat tire or a scratch, then it has to be like getting a new car with a small crack in the windshield, right in the center of the driver's seat.

Sure, it doesn't radically hurt the usefulness of the product, but god is it annoying, especially after spending the money.

Again, although it's more serious than a flat tire or scratch, the windscreen can be replaced pretty easily and would not be present for the life of the car. Actually in this example, a windscreen with a crack or chip right in the middle of the driver would probably, and legally, require replacement. I'd say a small, barely visible scratch on the windscreen, away from the driver's side main view, would probably be a good comparison

 

[aquanutz]

Your logic is silly. They don't advertise cars by saying there is a possibility that they may get a flat tire either...but $%&* happens

I find it a tad funny how you can compare my having a defective LCD to a car possibly getting a flat tire. You are comparing apples to oranges. The computer CAME that way. Would you drive a car off the lot with a flat tire? The more you speak the more uneducated I believe you to be.

Congratulations on spending 30k on apple gear in the past year though. Do you think because you've spent more money on apple equipment that you have the right to tell me how to feel about my purchase? I would be even more pissed if I were in your shoes.

As for what everyone else has advised, I plan on being very polite, I'm a polite person in general. I will be calling them in a few hours and I'll let you guys know what happens.

 

[shipdestroyer]

You are comparing apples to oranges.

 

[aquanutz]

Haha! I'm glad someone got that!

 

[wongulous]

Well, it being a new machine, and it having a new desktop glass display cover, it's not like you can massage out stuck pixels and dead pixels might be a new manufacturing thing... so here's hoping they swap 'er out for you. Otherwise return it, and rebuy it elsewhere. (As much of a frustration as that may be. )

And to moviecutter, my goodness. An ounce of kindness and understanding outweighs a ton of snarky snark, truly... but I must tell you that I've spent $583,002.49 on Apple products in the last 10 minutes and I touch myself because I'm so turned on by all of my dead pixels, so there.

 

[aquanutz]

Well, it being a new machine, and it having a new desktop glass display cover, it's not like you can massage out stuck pixels and dead pixels might be a new manufacturing thing... so here's hoping they swap 'er out for you. Otherwise return it, and rebuy it elsewhere. (As much of a frustration as that may be. )

Yeah, when I first saw them I reached up to lightly touch them and realized I had forgotten about the glass (wich I LOVE btw!) and was like "Blast! Damned by the protective glass!"

And to moviecutter, my goodness. An ounce of kindness and understanding outweighs a ton of snarky snark, truly... but I must tell you that I've spent $583,002.49 on Apple products in the last 10 minutes and I touch myself because I'm so turned on by all of my dead pixels, so there.

HAHAHAHAHAHA!!!!!!!

 

[aquanutz]

I just called them and they told me to bring it on in. He said they may need to take a look at it at the genius bar but I don't care about that. Hopefully I can go there tomorrow.

 

[allisonv7]

Good luck tomorrow, hopefully it works out for you

And to moviecutter, my goodness. An ounce of kindness and understanding outweighs a ton of snarky snark, truly... but I must tell you that I've spent $583,002.49 on Apple products in the last 10 minutes and I touch myself because I'm so turned on by all of my dead pixels, so there.

 

[MovieCutter]

And to moviecutter, my goodness. An ounce of kindness and understanding outweighs a ton of snarky snark, truly... but I must tell you that I've spent $583,002.49 on Apple products in the last 10 minutes and I touch myself because I'm so turned on by all of my dead pixels, so there.

You have fun with that. My point was that the OP or myself deserve no different customer service from someone who buys a $20 iPod case or special treatment based on how much we spent. And this argument of "I spent $$$ on this, so they should make an exception" is ridiculous. The OP's iMac is well within the acceptable guidelines AS STATED by Apple in their policy. Just because the OP doesn't like it is their problem. IF Apple swaps it out, good for them. If not, Apple is WELL within its right to refuse. There have been far too many threads on this issue. LCDs have an inherent possibility of pixel failures. It's a fact of life, and not everyone is going to have a "perfect" display. Your display still functions, and it won't explode from a pixel anomaly...trust me.

 

[erandall38]

That is a bit extreme. The stuff people try and pull off here is ridiculous. One pixel is not the end of the world. Apples policy is there for you to read. From an ethics standpoint you should not rail Apple because of your inability to read and understand their policy. It is no mystery that LCDs can have dead pixels. And the bigger the display the higher the chance is. I bought 2 24" displays, out of 9,216,000 pixels I have one stuck pixel. Even then it is a subpixel (the 9,216,000 is complete pixels, not subpixels which would be a much larger number) that only shows on a certain shade of gray. Big whoop. I am not about to go whine about it. Because I got two fantastic products.

If the OP got a 24" that means that out of 2,304,000 pixels there is one that is stuck. If it is the 20" that means 1 out of 1,782,000. That should but this into perspective.

Will Apple replace it? Most likely, because they are generally good about that stuff. Should you do it? I don't think so. It costs everyone in the end.

I love this "premium" crap too. When someone says Macs are too expensive most people here cry and say "But they are not that much more expensive, and you get iLife and Mac OS!" etc etc. But when something goes wrong its "I paid a premium for this thing, it better be perfect!" I really hope some of you read that and understand how ridiculous it is.

That is great that it does not bother you, but it bothers the OP, so if it bothers him, then he should get a new one. You are happy with your computer and your dead/stuck pixels so you are a none issue. He is not happy and it bugs him, so it is an issue.

Being polite will do you wonders. I had one dead pixel in my MB, and I called Apple and asked if there was anything that they could do, and they simply sent me a return label, and overnight me another one as soon as my MB was checked into the FedEx system.

Absolutely no complaints here. I was completely taken care of.

Politeness is KEY with Apple, this will get you everywhere and should be used all the way from the genius bar up to corporate.

This analogy with a flat tire on a car is completely flawed because you can fix a flat tire (and an exterior scratch for that matter). If an LCD pixel is dead or stuck it can't be fixed, so it's an issue for the life of the machine.

However, I'd agree with most of the constructive points here. Call Apple and be reasonable and polite. It seems ridiculous that people have to be reminded to act like this. If they start messing you about, then it's time to be a bit more firm.

no you can fix a flat tire, you can fix a stuck pixel.... where are you going with this??

Well, it being a new machine, and it having a new desktop glass display cover, it's not like you can massage out stuck pixels and dead pixels might be a new manufacturing thing... so here's hoping they swap 'er out for you. Otherwise return it, and rebuy it elsewhere. (As much of a frustration as that may be. )

And to moviecutter, my goodness. An ounce of kindness and understanding outweighs a ton of snarky snark, truly... but I must tell you that I've spent $583,002.49 on Apple products in the last 10 minutes and I touch myself because I'm so turned on by all of my dead pixels, so there.

bahahahahahhahahahaa

I just called them and they told me to bring it on in. He said they may need to take a look at it at the genius bar but I don't care about that. Hopefully I can go there tomorrow.

game, set, match.
I told you it would work out fine, be polite. You get what you deserve.

 

[kellen]

You have fun with that. My point was that the OP or myself deserve no different customer service from someone who buys a $20 iPod case or special treatment based on how much we spent. And this argument of "I spent $$$ on this, so they should make an exception" is ridiculous. The OP's iMac is well within the acceptable guidelines AS STATED by Apple in their policy. Just because the OP doesn't like it is their problem. IF Apple swaps it out, good for them. If not, Apple is WELL within its right to refuse. There have been far too many threads on this issue. LCDs have an inherent possibility of pixel failures. It's a fact of life, and not everyone is going to have a "perfect" display. Your display still functions, and it won't explode from a pixel anomaly...trust me.

The OP just asked what could be done and what has been done in the past. Your first comment that they are going to have "suck it up like the rest of us" is just not needed. Especially when they were just asking for advice and there is a clear precedent to apple replacing items due to stuck pixels.

If apple does replace it outside of their policy, who cares? Why do you care? Who wouldn't want their screen replaced if it had a stuck pixel?

Signed,

A piddly 800 dollar macbook user, who would have asked, but not demanded, apple to replace my machine if it had a stuck pixel.

 

[AlBDamned]

No you can fix a flat tire, you can fix a stuck pixel.... where are you going with this??

A permanently stuck, or dead pixel in an LCD screen that's within "acceptable guidelines" is not the same as a flat tire on a [new] car.

That's where I'm going with it...

 

[suneohair]

That is great that it does not bother you, but it bothers the OP, so if it bothers him, then he should get a new one. You are happy with your computer and your dead/stuck pixels so you are a none issue. He is not happy and it bugs him, so it is an issue.

Ok? You think I was thrilled? No. But I am not about to cost a company money because I know that LCDs can have stuck/dead pixels. And one is nothing to cry about. What if he gets 2 in his next one? Will he pull the same crap?

I still enjoy how no one commented on this double standard "premium" stuff. Which was really the point. That and putting the one pixel into perspective.

Also, I would like to know how the OP found it. Did you specifically go looking for it? Or did it just "pop" out at you? You should have shone a big light on it, that way the screen would be too washed for you to tell

 

[maverick808]

Ok? You think I was thrilled? No. But I am not about to cost a company money because I know that LCDs can have stuck/dead pixels. And one is nothing to cry about. What if he gets 2 in his next one? Will he pull the same crap?

It's your choice not to complain and try to get a replacement. My choice is to complain and cost the company money. And yes, there have been instances where the replacement has a dead pixel and I've got yet another replacement. After paying normally at least a thousand for a machine then I do not have any problem in costing Apple some money in shipping me a new item. They even still sell the defective screens as refurbs and still make a profit on them. I will continue to reject every single item that I receive with a dead pixel until such time as Apple stops wanting my money or institutes a zero-dead pixel policy.

I am fully aware of Apple's official pixel policy, ISO standard 13406-2, and the differences between dead, stuck, and bright pixels. None of this makes a difference to me, there are only two things that are relevant. These are that, firstly, I hate pixel defects and, secondly, Apple seem to always replace units with dead pixels for me.

I find it odd that the people who live with dead pixels are so vehement that everyone else should too. It's your choice to live with your pixel defects and I am fine with that. Why can't you respect that some people really don't like pixel defects and won't keep a machine with any?

 

[risc]

I purchased a 24" iMac today and when I fired it up at work there was a bright red stuck pixel staring back at me. I rang the store and told them, I mentioned if it was off to the side I wouldn't really care but it is staring me directly in the face. They told me I could bring it back as DOA.

After work I fired up my 2nd iMac and it is pixel perfect _BUT_ there is a stain on the back side of the glass in the bottom right corner. So who do I call now Apple or a glass cleaner?

Anyway I'll deal with the glass issue tomorrow, but I'm keeping this Mac. No dead or stuck pixels = good!

 

[AlBDamned]

I purchased a 24" iMac today and when I fired it up at work there was a bright red stuck pixel staring back at me. I rang the store and told them, I mentioned if it was off to the side I wouldn't really care but it is staring me directly in the face. They told me I could bring it back as DOA.

After work I fired up my 2nd iMac and it is pixel perfect _BUT_ there is a stain on the back side of the glass in the bottom right corner. So who do I call now Apple or a glass cleaner?

Anyway I'll deal with the glass issue tomorrow, but I'm keeping this Mac. No dead or stuck pixels = good!

Congrats on the purchase, risc. From the disassembly photos the glass looks like it comes off quite easily, but I'm not sure I'd do it!

Also, was that Nextbyte you were dealing with or the Apple online store?

 

[risc]

Congrats on the purchase, risc. From the disassembly photos the glass looks like it comes off quite easily, but I'm not sure I'd do it!

Also, was that Nextbyte you were dealing with or the Apple online store?

I bought the Mac from Computers Now.

It's weird that stain has now gone, it has been shrinking as I've been staring at it. Must have been condensation, hopefully this was from transit and not something I have to look forward to every winter morning.

 

[aquanutz]

update

So I got home yesterday and started to wipe every file from the machine and while that was going I called one more time just to verify that I could bring it in and swap it out, so if they told me 'no' while I was there I can say that I called twice.

When I called I got the guy that actually rang me up the day before (recognized his voice) and he told me that I had to make an appointment with an apple genius and they would decide... I thanked him and hung up and made an appointment on the stores website. I am just a little peeved that the first guy just told me to bring it in and never mentioned an appointment. Oh well, I take it back tonight at 7pm and I'll let you all know what's going on after that... Hopefully it will be frome my 'dead-pixel free' new iMac.

 

[aquanutz]

Oh, a big "THANK YOU" goes out to all the people in here that understood that I'm not trying to scam apple and that I have a right, as a consumer, to feel like I do.

 

[aquanutz]

Well, I had my appointment yesterday at the store withe a genius and all went well, I just showed him the two dead pixels and explained that it annoyed the hell out of me. He said I "convinced" him and he grabbed a manager to do the swap. She was totally cool about it too. I then asked if we could open the new iMac at the store and make sure this one did not have any dead pixels and it was in mint condition. Thank god there aren't more people around like moviecutter and the others in here that think we should just live with it and don't deserve an exchange.

 

[maverick808]

Well, I had my appointment yesterday at the store withe a genius and all went well, I just showed him the two dead pixels and explained that it annoyed the hell out of me. He said I "convinced" him and he grabbed a manager to do the swap. She was totally cool about it too. I then asked if we could open the new iMac at the store and make sure this one did not have any dead pixels and it was in mint condition. Thank god there aren't more people around like moviecutter and the others in here that think we should just live with it and don't deserve an exchange.

Congrats! Glad to hear you had a good outcome and that, as usual with dead pixels, the Apple staff were no problem at all.

 

[AlBDamned]

Well, I had my appointment yesterday at the store withe a genius and all went well, I just showed him the two dead pixels and explained that it annoyed the hell out of me. He said I "convinced" him and he grabbed a manager to do the swap. She was totally cool about it too. I then asked if we could open the new iMac at the store and make sure this one did not have any dead pixels and it was in mint condition. Thank god there aren't more people around like moviecutter and the others in here that think we should just live with it and don't deserve an exchange.

Yup, congrats on getting the machine you wanted.