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My brand new IMAC is broke - I have to vent

89385 Views 207 Replies Latest reply: Feb 16, 2010 11:25 AM by beachcow RSS
  • bluebermuda Calculating status...
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    Nov 19, 2009 9:10 PM (in response to Merged Content 1)
    Make sure that the LCD screen is not damaged by the cracked outer screen. If they just replace the cracked glass you may have to live with a gouged out pixel area on the LCD screen.

    I would never accept a repaired new iMac, it is like buying new and receiving a second hand rose, but that is just me.

    You really should return the computer and wait for a brand new replacement.
  • johnkuo Calculating status...
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    Nov 19, 2009 9:22 PM (in response to stockdoc)
    Just to add a data point that my brand new iMac i7 also suffered a small crack in the lower left corner of the glass. Since I ordered online, my local store couldn't do anything. After 45 min on the phone with Apple, a replacement will be shipped to me on Dec 1. I see a trend here.
    iMac i7, Mac OS X (10.6.2)
  • rkaufmann87 Level 8 Level 8 (40,500 points)
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    Nov 19, 2009 9:31 PM (in response to johnkuo)
    Johnkuo,

    Welcome to Apple Discussions.

    Sorry to hear about your new iMac arriving damaged, I'm sure Apple would appreciate your feedback. While it may not help you it may help others down the road. You can reach them at:

    http://www.apple.com/feedback/imac.html

    Regards,

    Roger
    Imac Mid 2007 2.8 Core 2 Duo, Mac OS X (10.6.2), LaCie Quadra D2's, iPhone 3GS, Airport Extreme, Airport Express
  • johnkuo Level 1 Level 1 (0 points)
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    Nov 19, 2009 9:40 PM (in response to rkaufmann87)
    Thanks Roger. It's a shame but I'm ok with getting a replacement. I just hope whatever defect is fixed and the replacements don't arrive damaged again.
    iMac i7, Mac OS X (10.6.2)
  • drpixel Level 1 Level 1 (0 points)
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    Nov 19, 2009 11:42 PM (in response to bluebermuda)
    @bluebermuda - That is an excellent point. Luckily the crack on mine is not over the actual screen itself, so I feel rather confident that the LCD panel isn't in danger. It's about an inch long diagonal in the 'black' area of the screen. I'd rather not wait another two weeks for a replacement since I had to sell off my old computer to help finance this purchase. I've already loaded VMWare Fusion and Vista onto this one so I could begin working again on a system with a decent sized monitor. I'd imagine maybe some of the other people here are in the same boat, but yes a new replacement is definitely better if you can wait for it.
    27" Core i7 iMac 4GB ram, 1TB hdd, (3) Mac Minis (early 2009), 13" Macbook, Mac OS X (10.6.2)
  • bigdesignmachine Level 1 Level 1 (0 points)
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    Nov 20, 2009 7:39 AM (in response to drpixel)
    Hello all

    I have been posting about this issue in another thread as well.

    Ordered our i7 on Oct 30th. Came in Nov 16th. Unpackaged, peeled plastic off and lower left hand corner was cracked. Not over the LCD though. Spoke to 5 different people at Apple. Finally setup a genius bar appt and they ordered new glass.

    I can understand wanting a new system, but I wasnt willing to wait any longer. The system runs perfectly fine. Just waiting for the glass to come in now.

    I find it odd though that we all end up with the crack in the same place. Lower left hand corner.
    iMac i7 2.8Ghz Quad-Core 4GB 1TB, Mac OS X (10.6.1), It's BIG! 8GB iPhone 3G 1GB iPod Shuffle 2GB iPod Nano
  • eayost Level 1 Level 1 (0 points)
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    Nov 20, 2009 9:16 AM (in response to stilts)
    I agree that the packaging was insufficient. My box was totally undamaged too, so the screen crack either happened when it was put it (which you would hope would never even be shipped) or just by the force of being dropped or something. Some more styrofoam around the whole computer would certainly absorb more shock from being dropped, thrown around, etc. I know it isn't "Green" to load up these packages with foam anymore, but it also takes a lot of energy to ship out replacements halfway around the globe too.
    i7 iMac, Mac OS X (10.6.2)
  • Level 6 Level 6 (11,035 points)
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    Nov 20, 2009 10:36 AM (in response to bluebermuda)
    bluebermuda wrote:


    I would never accept a repaired new iMac, it is like buying new and receiving a second hand rose, but that is just me.


    That's just silly. If you bought a car and one of the headlights was cracked, you'd have the headlight replaced. Lookup one of the youtube videos for cleaning dust behind the glass on an iMac - the front glass is meant to be removable, and therefor replaceable.

    Maybe the brand new iMac you get will be someone else's return after some equally minor issue was fixed.
    imac 27" i7, Mac OS X (10.6.2)
  • najicta Calculating status...
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    Nov 20, 2009 12:15 PM (in response to stockdoc)
    for everyone waiting for their replacements, (and if you haven't already) call apple and let them know the tracking number of your return.
    i was told they'd get it automatically when fedex scanned my box, but after 24hours and no status change on the return, i called apple and let them know the tracking number personally and they IMMEDIATELY released my exchange order. now, i just have to wait for the new one to ship (says 5-7 days) although the apple rep gave me expedited shipping on that automatically
    just a tip to expedite the process
    oh and PS edit: my screen wasn't cracked, but scratched and pixels were distorted. no damage to any packaging or screen protectors whatsoever, so they apple reps all said it must have happened during manufacturing. i called apple 4 separate times because the first rep never actually initiated a return, the second rep lied to me about the first rep, the third rep initiated a return for the apple remote, but luckily the 4th times a charm -- also got $100 off my order, and never uttered a word. there's a reason apple is #1 is customer service.

    Message was edited by: najicta
    1st gen 13" MacBook White, Mac OS X (10.4.11), 32GB Black iPhone 3GS; (also impatiently awaiting my iMac i7)
  • apple-mania Calculating status...
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    Nov 20, 2009 5:11 PM (in response to stockdoc)
    My i7 also arrived with a crack at the exact same location, about 4 inches around the lower left corner.
    External box is intact.
    I wonder if there isn't a structural weakness of the glass at this location (or a higher stress at this corner... Very odd that all the reported cracks appear at the same corner.

    The iMac works pretty well and is very impressive in speed.

    I had to order a replacement one, pay for it then return the cracked one when I receive the new iMac.
    Due to ship Dec 1st with expedited shipping.
    iMac i7
  • D3 Shooter Level 1 Level 1 (0 points)
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    Nov 20, 2009 5:35 PM (in response to apple-mania)
    Mine arrived a few days ago, an i7, and its a big crack from the left bottom corner of the screen and then another from there. Maybe there was some air turbulence during shipment? I will wait for the replacement. Are all of these cracked units i7's?
    MB, MBP 2.8/7200 HD, 24" LED ACS, iphone 3G, Mac OS X (10.5.6)
  • dotm8rix Calculating status...
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    Nov 20, 2009 9:13 PM (in response to stockdoc)
    fwiw, my box WAS damaged (click to see) on the left side, but the imac inside was fine.

    considering none of you guys had box damage, it really sounds like something that happened in the factory.
    I7 iMac, macbook pro first gen, quicksilver g4, Mac OS X (10.6.2)
  • ScotMij Level 7 Level 7 (20,635 points)
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    Nov 21, 2009 2:48 AM (in response to stockdoc)
    Silly thought perhaps but I wonder if there is a thermal problem in transit? Differential expansion/contraction?
    24" iMac 2.8, 1.8SP_G5, iMac20"G5 iSight (iBook/600, iPod 15), Mac OS X (10.6.2), Willis Faber Slide Rule
  • D3 Shooter Level 1 Level 1 (0 points)
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    Nov 21, 2009 4:00 AM (in response to ScotMij)
    Makes you re-think to consider purchasing a refurbished iMac next time around.
    MB, MBP 2.8/7200 HD, 24" LED ACS, iphone 3G, Mac OS X (10.5.6)
  • Nfld\'er Calculating status...
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    Nov 23, 2009 1:56 PM (in response to D3 Shooter)
    Just got my imac (27" i7) and it was cracked in the bottom left corner too. VERY frustrating! Replacement glass is "out of stock" a repair place reported, so I am in the process of sending it back -- waiting for a call from Apple to set it up. I can't figure it out. No damage to box. Anyone have crack on right side of screen?!?
    Imac 27" i7
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