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My brand new IMAC is broke - I have to vent

89470 Views 207 Replies Latest reply: Feb 16, 2010 11:25 AM by beachcow RSS
  • drpixel Calculating status...
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    Nov 23, 2009 2:33 PM (in response to stockdoc)
    I took mine into the Apple store today for my appointment. They were very nice. The technician that checked me in said that mine was the first they've had with cracked glass show up for repair. Ironically, as I was waiting for my turn to meet with a Mac genius, I noticed a guy behind me also brought in his 27" iMac. Jokingly I asked if he had a crack in his glass and he said yes! Apparently he received his last week and had the same problem (lower left corner!). He did mention that he read these forums. I'm guessing that for everyone that has posted there are at least ten that have not.

    Has anyone heard anything official from Apple on the issue? Hopefully their support line is at least offering people the chance to get them fixed in the store at this point. Any chance they would drop a message in here for people trying to figure out what to do? Not sure they even read these forums of course, but it might be helpful.
    27" Core i7 iMac 4GB ram, 1TB hdd, (3) Mac Minis (early 2009), 13" Macbook, Mac OS X (10.6.2)
  • stilts Calculating status...
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    Nov 23, 2009 3:59 PM (in response to stockdoc)
    Dunno if anyone saw my posts in the other threads but mine also showed up today with a cracked screen. I have asked for a refund, couldn't bear that wait again.
    27" i7 ordered 11/11, delivered 23/11, returned w/cracked screen 24/11, refund TBC, Mac OS X (10.4.11)
  • mddo1 Calculating status...
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    Nov 23, 2009 4:28 PM (in response to stockdoc)
    i had just got one 27 imac i7 2.8 intel 8 g memory after i used 2 hour it became dead?? now i will return is thsi bad prodcut??
    mbpro, Mac OS X (10.4.6)
  • dpwrite Calculating status...
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    Nov 23, 2009 8:50 PM (in response to stockdoc)
    I just received my iMac 27" today, and unpacked about an hour ago. You guessed it, 1.5" crack on the bottom left side of the screen. In the black area. I drove myself nuts thinking I must have somehow done this, but I was super-careful. The box itself has a small dent in it, but not near where the cracked portion of the screen might have rested.

    I haven't even turned it on yet. I will call Apple tomorrow. I don't mind if they repair, as long as they make it right.
    iMac, Mac OS X (10.6.2)
  • Perfecting_Zero Calculating status...
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    Nov 23, 2009 9:06 PM (in response to stockdoc)
    After reading this thread (and more than a few others like it), I am discouraged about even getting the new 27-inch iMac.

    Really, I can't decide if I'm glad that I'm now informed about the various iMac problems, or if I regret ever mucking around in these Apple Support pages, reading of all the heartbreak and frustration.
    Mac OS X (10.6.2)
  • rkaufmann87 Level 8 Level 8 (40,620 points)
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    Nov 23, 2009 9:21 PM (in response to Perfecting_Zero)
    While I feel badly for the people that have been receiving damaged screens in the grand scheme of things it's really a minor issue as far as the quality of the machines goes. It's minor from the perspective that it's just a glass screen that can be extrmely easily replaced and has no effect on how well the computer works. However it's a big thing from a PR and customer expectation point of view. My guess it's more of a packaging problem more than anything. The machines being shipped to Apple Stores are not having the same issue probably because they arrive on pallets and don't go through the torsional stress a single package goes through being shipped via UPS, Fedex or any other shipper. While this won't make the indivuals that have received damaged computers feel any better it may give them a litte perspective on what's happening. And believe me if I was in their shoes, waited as long as some of them have and have the expectations they do I'd be just as (or more) frustated.

    Now that being said remember this is a support forum so naturally you are going to read about problems, but remember it's probably a VERY small percentage of actual owners and the vast majority are enjoying their new iMacs. To use a well worn analogy it's like going to the hospital and coming to the conclusion mankind has a lot of medical problems.

    Just my .02.

    Imac Mid 2007 2.8 Core 2 Duo, Mac OS X (10.6.2), LaCie Quadra D2's, iPhone 3GS, Airport Extreme, Airport Express
  • Shane Herman Calculating status...
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    Nov 23, 2009 9:52 PM (in response to stockdoc)
    Same situation here.. unboxed new 27 Inch i5 and lower left glass was cracked.

    I was told that I could not return to the store..Should I just re-order from the store at this point?

    Don't see how its going to be any better on reship.. Machine is heavy and packaging is no sufficient...
    IMAC, Mac OS X (10.6)
  • Tailgate1234 Calculating status...
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    Nov 24, 2009 3:03 AM (in response to Merged Content 1)
    I too got my iMac with a cracked screen in the lower left hand corner. They scheduled a Dec. 1 replacement ship date, but I received an email telling me that it shipped today. I am worried given the large number of other people with the same problem that my replacement will be cracked as well!
    iMac i7 27in, Mac OS X (10.6.2)
  • reachbgk Calculating status...
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    Nov 24, 2009 4:00 AM (in response to Merged Content 1)
    Yep. Mine 27" iMac Core i7 came cracked too. Crack was at bottom left hand corner. No damage to boxes (Outer and Inner) which tells me that its some sort of packaging or manufacturing issue. I returned mine and was told that replacement should arrive be Dec 2. I hope it wont be DOA (as I am reading other forum where people get their 27" Core i7 iMac DOA).
    MBP 2.2GHz, Mac OS X (10.6.2)
  • star-fish Calculating status...
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    Nov 24, 2009 4:01 AM (in response to rkaufmann87)
    I appreciate your point Roger, but it's a risk that I and many others are simply not prepared to take. The hassle of sending a brand new computer back (not to mention the disappointment), is even more effort for me as I work full time and don't have a car. Even returning it would mean time off work and a taxi or a favour from a friend for me.

    And that's not even taking into account the many other problems that others are experiencing with their iMacs. It's entirely possible that one problematic iMac can be replaced with another having the same problem, or even another issue.

    Unfortunately, my problem lies with the fact that by the time Apple has sorted out their hardware issues and bugs with new releases, then I'm getting a computer that is actually fairly old, and it's not that long before the new machines are released. This is unfortunately why I haven't made an expensive Apple purchase as yet.
  • D3 Shooter Calculating status...
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    Nov 24, 2009 4:57 AM (in response to star-fish)
    It happens.

    Its a machine. Better yet, its an amazing technological device. You wouldn't have ordered it if you thought it wasn't. There are plenty of computers out there you can buy on the cheap.

    Look, Apple stands behind it. FedEx picked it up at my house, I put it back in the box and labeled it. If you physically cannot do that, that's another story. But, I'd be concerned if Apple did not react immediately and stand behind it. If you are afraid to go in the water then don't. Its the same thing with any other manufacturer. I am using my other computer until the new iMac will be replaced. Yeah, I don't like it, but there are a lot worse things.

    Heck, I had to replace a failed hard drive last week in one of our other computers. These platters break. Frankly, I am amazed at how much these computers can do. And then when something breaks we are upset, and that more things don't go wrong with so much they do. I just wish I could repair or replace more on site. With warranty and the way they build the iMac, I don't think its probable and as easy to do as a MP.

    And if you want to wait for the issues to get sorted out, then do it. And if you do, I suggest you check into one of the refurbished iMacs, where you can save a lot, and still have the warranty. But, if they cannot sort out the issues I am sure they will take it back. I think you even have an extended return period now because of the holidays.

    I hope your next computer will be better for you.

    Message was edited by: D3 Shooter
    MB, MBP 2.8/7200 HD, 24" LED ACS, iphone 3G, Mac OS X (10.5.6)
  • Seshan Calculating status...
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    Nov 24, 2009 5:14 AM (in response to stockdoc)
    Can some one post some pictures of their cracked screens please.
    uMBP, Mac OS X (10.6.2)
  • Matthew Clarke1 Calculating status...
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    Nov 24, 2009 5:45 AM (in response to Seshan)
    I wonder when the iMac i7's are going to show up in the refurbished section of the Apple Online store sorry to here about those of you who has their bran new iMac not work that just ***** . Wish they could stock a few i7's in the Apple store so people don't have to wait so long to get a new one. My closest Apple Store is like 14 hours away ...
    iMac 24" 3.06 Ghz, Mac OS X (10.6.2)
  • star-fish Level 2 Level 2 (195 points)
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    Nov 24, 2009 6:20 AM (in response to D3 Shooter)
    I didn't order it - that's my point. I want an iMac, but I'm too wary to order...and I don't want an old one. I want a new one, but by the time they fix the issues I may as well wait until the next release, and so on.

    I understand things break, but to have an iMac delivered complete with problems is too much. Even though I work in a place which repairs Macs, it would still cost me a lot of time and money to even have our techs look at it.

    I'm glad returning your computer was that easy for you, but not all of us live in the US.
  • scopro Calculating status...
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    Nov 24, 2009 7:20 AM (in response to Seshan)
    Here is what my screen looks like (it is pretty severely broken yet there was no damage to the box or styrofoam). I really don't blame Apple for this either (I've seen how shipping companies throw things around and these boxes are a bit on the heavy side). The person I spoke with at Apple was super helpful and are trying their best to get me a replacement as soon as possible (expedited shipping, etc.).

    iMac 27" 2.8GHz i7, Mac OS X (10.6.2)
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