Screen Issue (and Apple store rant)

Discussion in 'iMac' started by F!gment, Aug 27, 2015.

  1. F!gment macrumors newbie

    Joined:
    Aug 27, 2015
    #1
    I took my Mid-2011 iMac 27 in to an Apple store in Beavercreek, OH for a graphics issue. The screen would flicker and occasionally go black completely. The employee ran a few tests and everything passed, so he checked it in to run additional tests, and said I would hear back within 48 hours. On day 3, after still not having heard anything I went to the store to inquire. Two different people couldn't find it in their system and they had to radio someone to find it. I was told that it was in progress. Day 5 I get an email to pick it up, which I go do. I was told that they were unable to replicate the issue. I take it home and fire it up.

    This is where the suck starts. On the boot screen, there are 4 darkened vertical lines, a squiggly line, and sort of a "C" shaped one. I also notice that the screen was not put back on totally straight, as there is a gap where the glass meets the metal on the lower left side. I went back to the store, they check me in, boot the computer and the guy says it's dirt. He takes it to the back to clean it. He comes back and says that actually it's not dirt, the marks are burned into the LCD. He goes on the say that it couldn't have been anything they did, since they never opened it! I told him they had to have opened it because when I got it back the first time the screen wasn't on flush.

    Much more discussion and talking with a manager didn't accomplish much. They just maintain that it was never opened because it wasn't documented. They offered to replace it for half price, but that's still $225. Has anyone ever had an issue like this? Am I wrong to feel like I shouldn't have to pay at all?
     
  2. F!gment thread starter macrumors newbie

    Joined:
    Aug 27, 2015
    #3
    I actually knew about the replacement program, and the guy at the store mentioned it too. I guess since he couldn't replicate the issue then they weren't going to replace it? Also, I'm exactly 1 month over 4 years of purchase date, so it wouldn't have been free :(

    My bigger issue is that I got it back from them with a new problem, but they won't own up to it.
     
  3. timothevs macrumors 6502

    timothevs

    Joined:
    Nov 17, 2007
    Location:
    FL
    #4
    This is bollocks. Codswallop and the lot. I would try and escalate the issue to a supervisor/manager. If all else fails, you have a PM. Contact that guy and he'll make good.
     
  4. F!gment thread starter macrumors newbie

    Joined:
    Aug 27, 2015
    #5
    Thought I'd go ahead and post the resolution to this. I ended up calling Apple customer support (the manager at the store that I spoke with was giving the run around). After explaining the screen issue, the customer support person escalated it to her supervisor. I explained it to him and even sent a pic of the messed up screen to him. He called a few days later and said that since there was no screen issue noted upon check-in, I wouldn't have to pay for it. Huzzah!

    The screen was still put on crooked, and the store still tried to charge me when I picked it up. I showed them the email from the CS guy, and I mention that he told me I wouldn't have to pay. The associate takes it to the back again, and brings it out saying I'm good to go! (with the screen on straight) What a freakin ordeal.
     

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