Q: New iMac 27inch screen flickering/tearing/shutoff

bluebermuda wrote:
Well if that is true then I wish that Apple would just be upfront and admit the problem.

I have been waiting to see if there were problems with the new iMac and had been planning to place an order on Black Friday for an i7 Quad. Now I am very hesitate to place an order.

Apple should adopt a transparent full disclosure policy and stop playing games with customers. Admit that they have a problem with the first batch and that it is fixed (if it is indeed fixed).

There's no way that Apple will publicly admit that there is a known problem that's been corrected (if that's indeed the case) because every swingin' d**k who got a computer in the first batch will be knocking down their door for a replacement...even if they never once saw the problem.

Also, once ExodusSquared called Apple back to ask why it'd take so long for his new computer to ship it's very likely he talked to sales support as opposed to tech support. I had a question shortly after my RMA was approved and, although I called the senior advisor who told me to RMA the computer, I was quickly transferred to sales support who told me I'd be dealing with them from now on. The point of this is that sales support likely has more up-to-date knowledge of shipment delays than does tech support, and once tech support has approved an RMA, there's no longer any reason for the sales support folks to be coy with a customer since they're getting a new computer regardless.

I think Apple likely knows something but they're unwilling to share it with the "masses." If there indeed was a mid-production-line fix made, it helps to explain why Apple is so liberally replacing computers with little or no troubleshooting required.

Besides, it makes me feel better to think that there actually was a graphics card fix made somewhere along the line -- if that's true, I didn't waste my time calling Apple and getting a replacement for an otherwise perfect machine.

Message was edited by: Schwa72

well i hope they did stop the 27 inch production line and the issue is corrected but who knows how one particular apple phone rep is supposed to know that, many others claim to know little or nothing about the issue in the first place. i am really hoping my replacement i7 hasn't even been built yet so it has a chance to benefit from whatever corrections apple has hopefully put in place since they have to know this is a major issue by now.

that said, apple will never be "transparent" about this issue. if they admit that there was a production problem and it is now corrected they risk having tons and tons of returns of 27 inch iMacs shipped to date, ones that perhaps work perfect but from users willing to claim issues to get a new one for example. they also know some folks will tolerate the flickering (i don't see how, but some might) and not return the computer.

My iMac i7 has not had any problems. Yet. There is an annoying speck of dust in the center of the screen, but--seeing all the flicker problems others have--, I'll wait until mine goes haywire. If at all. This is why, kind folks, you buy Applecare on any new issue electronics item, Apple notwithstanding.

zoz

Reminds me years go of an upgrade glitch with a Macromedia product I had.

When I emailed them with the issue, I was told I was the only one who had reported the problem.

I couldn't do much about it, because I had to go interstate.

When I came back my email inbox was choked with hundreds upon hundreds of complaints to Macromedia.

Someone had accidentally forwarded all the complaints to everyone on their mailing list!

Saying you are the only one is an easy way to get rid of you.

The trouble is you only have to look around this forum to see that just can't be true.

P.

Mine has been fine for a week and this morning from cold (I don't ever sleep mine) it's now flickering across the middle of the screen with nothing more than Safari open. Really hacked off and this is my last iMac. Bought the 2.4 24" a few years ago and it started having image persistence within 6 months. Went back 3 times and was without the machine for almost 4 weeks in total (no Apple store within 5 hour round trip of me) and still never got fixed and now we just live with it.

Mac Pro's for me from now on and nothing else. I can't afford to lose a week without the machine so I'm going to have to wait 2 weeks until I go on holiday before I can return it.

IF YOU ARE THINKING OF BUYING AN iMAC, DON'T, JUST SAVE THOSE PENNIES AND BUY MAC PRO, YOU WON'T REGRET IT.

Guys, the 14 day return period is merely a 'cooling off' period in order to evaluate your new product. You can, if you wish, return it for any reason for a full refund. Here in the UK we don't even have to pay a restocking fee. Uk distance selling regulations allow for 7 business days after receipt for any purchase made online, so Apple are more than generous giving 14 (although with a 10% restocking fee for our US cousins that may put some people understandably off). After this, while there will be differences in the US equivalent of our Sale of Goods Act, we all still have protection. If your new computer develops (or you discover) a problem within a reasonable time after that, you still have the right to a replacement/refund rather than a repair. In the UK it should be as much as 6 months. Nevertheless, when I contacted Apple yesterday about what I considered to be a minor, very occasional screen flash, looking for a little feedback/confirmation on what I believed was surely firmware related, and certainly not looking for a replacement, they just offered to replace it. As a good-will gesture they even allowed me to hold onto the old one until the new one arrives in 2-3 weeks. I have to credit Apple for their customer service.

Regarding others who are having issues but haven't spoken to tech support yet or have but aren't having their machine replaced, you really ought to reconsider doing so unless Apple clearly announce the problem to be firmware. After all, as I said in an earlier post, I was told by Apple that they didn't know if it was hardware or firmware but the current decision was to replace any machine that showed any of these symptoms. That being the case, if it needs to be replaced then it needs to be replaced.

I'll just add to Simon's post to say that when my second iMac 27" (the first had a catastrophic hardware failure that resulted in the SOS beeps at startup) got this flickering problem about a week ago, the support guys didn't hesitate: "we can send you a replacement, but we'd happily give you a refund..." That, to me, sounded like guys who think there may be a problem batch. I'm waiting until Christmas, then re-purchasing. Apart from the QA problem, it's such a gorgeous machine - and actually very reasonably priced!

(By the way: with my most recent return, my first support guy was Indian - then when he patched me over to after-sales, I was talking to an American. I'm in the UK and bought online - so I'm imagining the position on the iMac that your support person takes is less about where they are and who you are, and more about what they know. My American had just finished a call with another flicker victim, so he was much more sympathetic and that's probably why he went straight to the refund option.)

Got and iMac 27 myself as well and the problem appeared the first time days after purchase. I got only one flickering, rebooted and never saw it again until today (12 days after purchase). I called the shop in Brussels where I bought the iMac from and they told me they know the issue, asked me to take the iMac there, they will send it to the Repair shop, change the graphics card and it will be back in less than seven days.

I told them about the 14 days period of immediate replacement but they said that this doesn't apply to Belgium (weird!) and that even if it did they are out of stock right now and it would take the same amount of time to send a new one.

Apparently, I was surprised that he knew the problem and suggested the replacement of the graphics card. They seem to know that this is a hardware issue after all.

CarpeNoctum wrote:
Got and iMac 27 myself as well and the problem appeared the first time days after purchase. I got only one flickering, rebooted and never saw it again until today (12 days after purchase). I called the shop in Brussels where I bought the iMac from and they told me they know the issue, asked me to take the iMac there, they will send it to the Repair shop, change the graphics card and it will be back in less than seven days.

I told them about the 14 days period of immediate replacement but they said that this doesn't apply to Belgium (weird!) and that even if it did they are out of stock right now and it would take the same amount of time to send a new one.

Apparently, I was surprised that he knew the problem and suggested the replacement of the graphics card. They seem to know that this is a hardware issue after all.

Sorry, but what you were told is simply BS! Of course you have the right to have it replaced, because it's faulty, not because you do or don't have a 14 day grace period. For me this just sets a bad precedent when we allow faulty items so recently purchased to be repaired rather than replaced. However, I have a shipping date of Dec 1st for my replacement, so if it truly is within 7 days then sometimes it may be better to make an exception.

Just had the flickering and screen turning black. Plus a complete shift in the picture, my 'Dock' actually ended up at the top of the screen divided by a half an inch white patterned bar. The weirdest part is to scroll to the dock I still had to scroll to the bottom of the screen and my cursor would come from the top of the screen. Anyway I put the imac to sleep and turned it back on and it was fine. I've also reset the PRAM and run the Hardware test with no issues. Everything has been fine since, but I also haven't used the machine for any serious lengths of time. Do you guys think I should just exchange it for a new model?

bloody typical!! .. 6th day into my new replacement iMac 27" i7, and the screen has started flickering with occasional black out - had been fine up until now! The dock has also shifted to the top of the screen (did not occur on first faulty machine). I have taken a video of the dock shift and will try to upload it to youtube when i get the chance.

Spoke with Apple UK tech team to report the problem (despite ordering from John Lewis - who have been excellent in dealing with the problem so far). Apparently there is a third party software download available that reduces the display refresh rate which eradicates the screen flicker. Personally i'm not taking any chances and will return mine for a full refund and wait until the problem has been resolved!

*Everyone who is experiencing problems and has not done so already, whether or not you've ordered direct from Apple, please call their technical team to report the problem. This appears to be a widespread issue and a batch recall may be on.*

I went into the Apple store here in NYC on 14th Street to see if there was any way possible to have my computer shipped in, versus needing to carry it across town again (they're not the lightest). As I figured, it's not possible.

The funny thing I noticed though, is 11 days ago when I first purchased my iMac – the Apple store was buzzing with beautiful brand new 27" iMacs all up front in the spot light with their glossy displays and perfect presentations. Now however, the two tables of 10 or so iMacs are now filled with MacBooks and the 27" iMacs are down to just two total on the floor and all the way back by the register.

I mentioned my observation to the manager, whom tried to play it off a little but kindly responded that I just bring in the machine for the refund and apologized for the troubles.

Thrice06 wrote:
Just had the flickering and screen turning black. Plus a complete shift in the picture, my 'Dock' actually ended up at the top of the screen divided by a half an inch white patterned bar. The weirdest part is to scroll to the dock I still had to scroll to the bottom of the screen and my cursor would come from the top of the screen. Anyway I put the imac to sleep and turned it back on and it was fine. I've also reset the PRAM and run the Hardware test with no issues. Everything has been fine since, but I also haven't used the machine for any serious lengths of time. Do you guys think I should just exchange it for a new model?

I'd contact Apple and tell them what you're experiencing. You don't have to make this decision by yourself. I bet they offer to replace it. Remember, if it's a hardware issue it isn't going to stop happening. It may go away for a while but why put up with it on a brand new Mac. It shouldn't behave like that even once. I haven't seen my screen flicker for a day and a half now, but that doesn't mean it isn't still faulty.

Thanks for the comments guys, I just called the Apple store where I purchased the machine and was told I need to book a 'Genius' appointment with one of the tech's. The salesperson at the store told me that if it is a known issue they would likely replace the machine. But he also hinted at getting it repaired... really repaired? It's a 'new' machine! I've owned the machine for a total of 2 and half days and have maybe used it for a total of 6 hours. He told me the tech's would have to look at the machine in-store and the decision would be made based on their findings, then I mentioned that we might not be able to produce the symptoms as the issue happens infrequently. At least I took a photo with my iphone last night when the screen was shifted. I understand it is in Apple's best interests not to make this issue public yet but I hope Apple staff are all aware of the issues. The least Apple could do is silently release another update if by chance this is a software issue. I'll keep everyone posted on the process as I go.

Ive been having the horizontal static type bar flickering across the screen and the full screen dropping down problems. The screen drop seems to be happening in the mornings at startup when its cold. Am on day ten now and am trying not to take it back as it was brought for me as a gift (from comets uk) but am getting very worried incase the blacking out thing does start.