iMac scratching my disc?

My appointment with the Genius Bar was not productive.
In fact the few Apple store employees that I engaged with about the scratching issue were completely unaware of the problem.
An iMac on their floor produced identical scratches on a new DVD when inserted into and ejected from it's optical drive. Admittedly, the DVD was inserted a little crooked.
The Genius Bar's conclusion was that CDs and DVDs have to be inserted and removed from the optical drive straight out, not at any angles, pretty much 90 degrees from the slot.
There is no fix in the works at Apple as far as the Genius Bar employees knew about.
They suggested we keep up the pressure on Apple for a resolution to solve the problem.

I have an older iMac with a slot drive.
Up until I tried to make a bootable flash drive, I had not had any problems with scratched disks (just like described here!). My original OS X install disk was ruined to the point that it is unusable- the message I got was that I should clean the disk!
This also happened with my Snow Leo[pard upgrade disk.
I purchased another SL install disk, but, remembered that I have an Apple Protection Plan for this computer.
I called Apple, and, I have been working with an Apple tech who told me that he had not heard about slot drives damaging DVS, and that he was prohibited by Apple from looking at any of the links I sent him from Internet forums (might bias his judgement?).
So far, I have run through an Apple install disk that he sent me, and now am waiting for a housecall to replace my "superdrive"- which he thinks will solve the problem!
I can duplicate the problem with CDs, and, have found that if you insert and remove the DVD/Cd very carefully- you may not damage it?

I pushed a button that posted my above reply- it did not include all the info I wanted to post. So, here is the entire thing
I have an older iMac with a slot drive.
Up until I tried to make a bootable flash drive, I had not had any problems with scratched disks that became unreadable (just like described here!). My original OS X install disk was ruined to the point that it is unusable- the message I got was that I should clean the disk!
This also happened with my Snow Leopard upgrade disk.
I purchased another SL install disk, but, remembered that I have an Apple Protection Plan for this computer.
I called Apple, and, I have been working with an Apple tech who told me that he had not heard about slot drives damaging DVDs, and that he was prohibited by Apple from looking at any of the links I sent him from Internet forums (might bias his judgement?).
So far, I have run through an Apple install disk that he sent me, and now am waiting for a housecall to replace my "superdrive"- which he thinks will solve the problem!
I can duplicate the problem with CDs, and, have found that if you insert and remove the DVD/Cd very carefully- you may not damage it?
The tech has sent me another OS X SL disk (this is Apples full boat one!). I am waiting for a housecall to replace the drive tomorrow or the next day.
He told me that I could get a new computer from Apple if I had 2 more repairs like this on my computer!
When I eject a disk, it does not get out far enough to be able to use one finger in the hole and another on the edge of the disk to get it out of the computer. He said this was normal! You have to grab it on the edge with 2 fingers to pull it out. This is when I think the damage occurs!!! He sent me a link that he said showed the correct wayto remove a disk( http://km.support.apple.com/library/APPLE/APPLECARE_ALLGEOS/TS2839/TS2839-2.mov )! Actually, it is about resetting a drive that does not eject disks, and actually damaged a disk when I tried it.
So, the newer slot drive Macs are not the only ones with this problem.
I will post a followup after the housecall.

I scratched a lot of DVD movies today, my second day of i5 ownership. Speaking to Apple, the support person suggested I try pulling this disk out straight and only by the edge of the disk...perfect...no scratching. CD roms tended to be easier to handle w/o scratches but handling DVDs require just a gentle smooth pull by the edge of the disk..no grabbing the disk and no problem. First he said I could certainly return the unit but from reading all the forums, it is the design...and once we worked on it (about an hour) there are no issues. just have to be real careful. I did have after about 20 successful DVD ejects, one bad one that felt grindy and did scratch occurred. Overall, though, because of the design (how come PlayStation 3 has no damage issues with DVDs or Blu-ray?), if one is very careful and providing the mechanism doesn't have a hiccup, it will not scratch DVDs if the discs are removed as mentioned above. This is based on your unit not being defective.

CDs do not scratch on my unit. The Apple Store installed Office when it did my data transfer and that disc is perfect. So, my experience is that most of the time DVDs are handled fine...just pull out straight by the edge and not to one side or the other and pull smoothy.

Problem solved. Ejecting a DVD requires pulling it out smoothly, grasping it by the edge and making sure it's parallel to the aluminum slot. No more damage! I find that standing assures that I'm not removing it on an angle.

I don't feel the problem is solved by having to be so careful with disc removal that you have to stand up to do it. There was no amount of caution that consistently avoided the scratches anyway, and I have family and friends who sometimes use this expensive new mac and I don't feel like posting a sign about how to be careful not to scratch dvds in it. It is a definite design flaw and I resent apple telling me I should be more careful. My problem has been solved, however, by the genius bar tech putting a piece of tape along the inside of the slot. As long as it holds, no scratches. I still find it maddening that apple is not addressing this and even blaming it on the user. Right now, many users have no idea about the scratches because they haven't thought to look on the back of their discs. When they see the scratches, they won't have any idea why it happened. Repeated use will ruin the discs.

No one should have to be that precise in handling discs to prevent damage from the razor sharp edges of the aluminum slot. The case is a sleek and handsome design but is damaging owners precious discs.
This is a perfect opportunity for a third party, since Apple obviously doesn't care, to design and offer a clear plastic bezel that will snap into the opening of the slot.
Earlier in this discussion someone's solution was to put tape around the opening. The possibility of getting some of the tape's adhesive inside of the drive disturbs me.
http://www.raindesigninc.com/i360.html has a device that could possibly make it safer to insert and retrieve discs. But then why is it the consumer's responsibility to make modifications to a poor design?

Well, I do hold my breath ejecting discs from my PlayStation3 but it IS less finicky. Never a scratch. However, for the iMac, one could pull out a disc from a sitting position, I guess, but I want to be sure to keep it straight as I pull. I read really bad suggestions such as pulling out a DVD with more pressure toward the top, art work side. That does not work. I have no problem. Yes the design could have used a plastic sleeve near the aluminum but I have no issues removing a DVD with care. It does work that way and I don't mind.

As mentioned several posts above, one disc was scratched and ruined. However, this DVD was used early on, was used as a "test" DVD and suffered multiple scratches rendering it unreadable. For this reason, the disc most likely made grindy noises and was further scratched. No NEW DVDs suffered any scratching. I am batting 100 and the mechanism is fine. Just be careful pulling it out straight. What can I say? It works and I'm happy I sorted it out.

My slot drive was replaced last week. The tech was able to duplicate the damage on blank disks by putting them in to the drive, ejecting and removing them.

The Apple Tech is going to have another slot drive put in to replace the second one.

I note the posts above from people who do not have problems like this. Lucky for them. It's not a universal problem,

And, the posts of people who have damaged some disks being able to remove them "carefully" (whatever that means?) and find no scratches are fine, but do not solve the problem about disks being damaged in ordinary usage.

I will post a follow-up after next Tech housecall.

Message was edited by: Bob_T

Bob T

The tech at our local Apple store was able to duplicate the scratching on an iMac on their sales floor. Previous to my inquiry he had never heard of the problem.
Our conclusion was that the one piece aluminum case and not the optical drive itself was responsible for the disc damage.
The edges are nearly razor sharp on the case itself.
The techs were not aware of the problem and so had no solutions. They suggested consumer keep up the pressure on Apple because, in their opinion, we have more influence than they have in convincing Apple that there is a problem. But they did not elaborate on how to most effectively apply this pressure.
Please follow up after your next optical drive replacement and subsequent testing.

I don't believe any optical drive mechanism replacement will change the nature of the design. It is true that it could have been similar to DVD car drives. The eject slots have a sort of soft brush lining at the inside edge. However, this was oveooked by Apple. I do agree it could have been better thought out but as long as I have found a basic, simple method to pull out discs without harm, i
I am satisfied.

At my local store, staff told me that had no such complaints (???). Studying the way the disc ejects, and although the soft interior material is positioned exactly at center, it is almost impossible to have the art work side if the disc come in contact with the aluminum housing. However, the disc can actually come in contact with the aluminum housing on the data side of the disc with the slightest off center pressure. Doing a lot of trials tonight (and no more-I don't want to wear out the drive!), there were 2 instances with scratching. I can remove the disc safely in a seated position but keeping my fingers on the back of the screen as a guide or even more safely by looking at the exit slot as I pull. It is a slight design flaw but as i get accustomed to disc removal in this manner, I have had very few problems. Instead of having your drives changed, I really recommend focusing on how you are puling out the disc. If they are pulled out slightly off angle, then this will occur. Just practice pulling straight and you'll have no problems. Enjoy your iMacs!

Message was edited by: pug1334

Message was edited by: pug1334

Message was edited by: pug1334

Patricia, pulling gently toward you will cause the opposite end of the disc to come in contact with the aluminum. Pull straight. To start off, try looking at the disc slot as you pull in one straight motion. In a little time, you will see that very few discs scratch.