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My brand new IMAC is broke - I have to vent

89475 Views 207 Replies Latest reply: Feb 16, 2010 11:25 AM by beachcow RSS
  • baximus001 Calculating status...
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    Nov 24, 2009 7:53 AM (in response to scopro)
    Hi, the reason for the glass to break is because the new imac doesn't have the metal enclosure as the iMac 24". The iMac 27" is there by more vunerable. If there is a small pressure force on the side of glass it wil break. The 24" is protected by the metal enclosure.

    Guess Jony didn't think about it while designing it.
    Imac 24", Mac OS X (10.6.2), Ordered iMac 27" (but lost in Singapore... Come on UPS)
  • apple-mania Calculating status...
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    Nov 24, 2009 8:00 AM (in response to baximus001)
    But all problems are in the bottom left corner!
    This clearly indicates a structural problem with most (if not all) glasses, this cannot be accidental. I think Apple should haste to check with the glass manufacturer about this issue if they do not want to face a massive recall.

    I will receive my replacement iMac on Nov 30 but I had to pay for it again because I can't return the first one and wait 3 weeks without a computer. This is very inconvenient because i can't put anything on the HD for all this time (working on an external HD for now).

    I wonder if the glass will not break after say a year of use at the same place...
    iMac i7
  • Paul Schlosser Calculating status...
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    Nov 24, 2009 8:41 AM (in response to apple-mania)
    My 27" iMac i7 was delivered 11/13 with a crack in the lower left corner. I spent 90 minutes on the phone with AppleCare until they agreed to ship me a new one before I returned the damaged one. (I ordered online.)

    Just got home with the replacement iMac (it's fine) and I'm setting it up now. I have five days to return the damaged one or Apple will charge me for a second computer.

    I just knew this was going to turn out to be a huge issue, that I wasn't the only one that got an iMac with a cracked screen.

    Boy...there's going to be a lot of 27" iMacs for sale on the refurbished web site soon...
    iMac 27, Mac OS X (10.6.2)
  • rbrome Calculating status...
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    Nov 24, 2009 8:44 AM (in response to stockdoc)
    Same issue here. Cracked glass in the lower-left corner, right out of the box. The box was in perfect condition.

    I suspect something happened at the factory. It sounds like a simple process issue. Something is happening with the machine (or person) that packages them in the box (after quality control.)

    I do have to commend Apple Support for quickly taking care of it. They arranged a free return via email, and set up the replacement for Express delivery. I don't have an estimated delivery date yet, but I expect they can only crank them out of the factory so fast, and I'd rather they fix the issue at the factory before shipping my new one out.
    27" iMac (Core i7), Mac OS X (10.6)
  • rbrome Level 1 Level 1 (0 points)
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    Nov 24, 2009 8:50 AM (in response to Seshan)
    Here is what mine looked like. Sorry it's not a better photo:

    http://www.flickr.com/photos/rbrome/4120264253/
    Mac Mini 1.83 GHz Intel Core Duo, Mac OS X (10.4.7)
  • Paul Schlosser Level 1 Level 1 (5 points)
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    Nov 24, 2009 8:58 AM (in response to rbrome)
    Here's a picture of the cracked display I received. The blue area is really the black band around the screen, we used a flashlight to make the crack show up better.

    <http://idisk.mac.com/phs-Public/crackediMacdisplay.jpg>
    iMac 24", Mac OS X (10.4.9)
  • StoneSoup Level 1 Level 1 (45 points)
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    Nov 24, 2009 9:19 AM (in response to stockdoc)
    The first 27" iMac that I received a few weeks ago was also cracked in the lower left-hand corner. There was no apparent damage to the box. I sent it back. I received a new one, which had a fleck of something white embedded behind the glass in the center of the screen. Sent that one back, too.

    The notable thing about both of those was that they were shipped directly from the line in Shanghai, as I had ordered a wired keyboard instead of the standard wireless keyboard.

    Apple Customer Support was appalled that I had received two duds in a row. They shipped me a replacement via Priority Next Day shipping, which arrived intact. This one came from a warehouse in Rancho Cordero, CA, in the standard configuration with the wireless keyboard. Apple sent me a wired keyboard separately.

    The whole experience was frustrating, but Apple came through with their usual flying colours. And this new iMac is a very impressive piece of hardware.

    I've gotten pretty good at packing and unpacking 27" iMacs by now.
    Mac OS X (10.6.2), 27" iMac, MBP C2D, AEBS
  • Phil_Johnson_ Calculating status...
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    Nov 24, 2009 9:23 AM (in response to StoneSoup)
    Here's an account of my cracked screen and my interaction with Apple, plus pictures of the damaged computer:

    http://teampyro.blogspot.com/2009/11/comedy-tragedy-of-errors.html
    iMac, Mac Mini, Macbook pro
  • iamaubrey Calculating status...
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    Nov 24, 2009 9:30 AM (in response to Merged Content 1)
    Mine showed up with cracked glass in the lower left corner too.
    I got the 27" iMac and it took FOREVER to get here as well. Luckily Apple is shipping the replacement so I can do data transfer on site here at work and then send them the broken one.

    Pretty lame QA though I'd say. The box was unscathed.
    MacBook Pro 15" 2.33Ghz 4GB RAM 320GB HDD, 27" iMac 3.06 ghz 4GB RAM 512 ATI Radeon HD 4850, Mac OS X (10.6.2), iPhone 3G 16GB White, 500GB Time Capsule, Mighty Mouse, Apple Aluminium Keyboard
  • landskouter Calculating status...
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    Nov 24, 2009 10:23 AM (in response to stockdoc)
    Received my Imac 27 i5 today 24/11/2009 at 16u00 ( ordered on 26/10/2009 ) and it showed up with cracked glass in the lower left corner too.
    There was no apparent damage to the box.
    Imac G5 ALS, Mac OS X (10.4.11)
  • Raichu123 Calculating status...
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    Nov 24, 2009 12:49 PM (in response to landskouter)
    Received the imac i7 (ordered online) and just like the others, left hand corner was cracked in the black border. I called applecare right away and they made an appointment for me to go to the genius bar at a local apple store. Went to the store and they ordered a new glass pane which they plan to repair the imac in the store. They said it should take 1-3 days to repair. I'm guessing repairing is fine since there doesn't seem to be anything wrong with the lcd screen or the computer itself.
    iMac i7, Mac OS X (10.6.2)
  • quesera Calculating status...
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    Nov 24, 2009 1:04 PM (in response to iamaubrey)
    I really don't think it's a QA problem.

    The glass is thin, and there's no aluminum structural border...but everything I've read here suggests shipping damage. I really don't believe the "flawed glass" theory at all.

    The box weighs 38# (17.5kg), and the four EPS corners don't provide any rigidity against torsion. The double cardboard boxes provide some, but maybe not always enough.

    If I'm right, the broken glass will be more common on the BTO orders. The standard config would ship in containerized pallets to distribution points (and Apple Stores) around the world.

    I wouldn't delay an order because of this issue though. Apple has delivered thousands and thousands of these machines already, if there was a serious percentage of problems, they'd halt shipments. It costs them way more to fix a problem than to slip the "ships in November" date.

    Still, I'll bet that the packaging will be improved PDQly. Hopefully the machine itself can also be made more durable.

    For the record, my 27" i7 (BTO) arrived straight from Shanghai a few days ago, it's perfect. I'm moving cross country in a few months; I'll be careful about reusing the packaging. :-/
  • drpixel Level 1 Level 1 (0 points)
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    Nov 24, 2009 6:04 PM (in response to stockdoc)
    Looks like this problem is starting to get some serious attention. There are quite a few news sites that have picked up on this now. I had a post from this thread mentioned on a blog even:http://www.cultofmac.com/some-core-i7-imacs-arriving-damaged-or-dead-on-arrival/ 21908
    27" Core i7 iMac 4GB ram, 1TB hdd, (3) Mac Minis (early 2009), 13" Macbook, Mac OS X (10.6.2)
  • bluebermuda Calculating status...
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    Nov 24, 2009 7:14 PM (in response to Raichu123)
    That is the problem, there doesn't seem to be anything wrong with the LCD screen however the shards of glass could have gouged out the screen just to the point that it still works but will soon fail. I would never accept a new glass. You should only accept a brand new replacement.
  • apple-mania Level 1 Level 1 (0 points)
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    Nov 24, 2009 7:37 PM (in response to quesera)
    You don't believe in flawed glass theory?
    Do you believe in probabilities?
    What are the odds that out of dozens of cases of reported cracked glass, 100% happen to be on the lower left corner and 0% happen in all 3 other corners if it was to be attributed to transport damage? I can tell you the answer, it is 0% probability
    Unless all cracked glass computers belonged to the same container (and all boxes are aligned in the same direction) and the shipper (Fedex) dropped that container on the same corner...
    iMac i7
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