My brand new IMAC is broke - I have to vent

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.

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

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.

@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.

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.

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.

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.

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

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.

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?

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.

Silly thought perhaps but I wonder if there is a thermal problem in transit? Differential expansion/contraction?

Makes you re-think to consider purchasing a refurbished iMac next time around.

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?!?

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.