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My brand new IMAC is broke - I have to vent

89388 Views 207 Replies Latest reply: Feb 16, 2010 11:25 AM by beachcow RSS
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stockdoc Level 1 Level 1 (0 points)
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Nov 16, 2009 8:02 AM
So I waited very patiently for three weeks to get the new I7. It arrived in the Fedex packaging on Friday. I brought the entire unopened box to my local Apple store on Saturday for them to transfer the data from my PC (I have one to one). I get a call from Apple first thing Sunday morning saying then when they opened the box to get the IMac the screen was cracked.
Long story short, the IMac will now be back on its way to China this afternoon.
Problem is, I the replacement is now in the backlog and not showing a ship date until Dec. 1. What a tease, I won't get the computer and data transfer back fro almost three weeks. (I did get expedited shipping on the replacement).
imac I7 8G 2T, 2T Time Capsule, Apple TV, Mac OS X (10.6.1)
  • Sherman Campbell Level 2 Level 2 (290 points)
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    Nov 16, 2009 8:47 AM (in response to stockdoc)
    I'm sorry to hear about the imac. They put so much packaging to protect them. Some thing major had to happen to cause the glass to break. When I received my cinema display there were foot print marks on the box. The box was dented where some one ether jumped on or dropped the box; even then the display was still fine.

    I was really ****** at the shipping company. I hope the replacement make it to you quickly.
    Mac Pro (Late 2008), MacBook Pro 13", Mac OS X (10.6.1)
  • J D McIninch Level 5 Level 5 (4,060 points)
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    Nov 16, 2009 10:25 AM (in response to stockdoc)
    It's frustrating, but there's a practical limit to what Apple can do if FedEx throws around a computer enough to break it. Be thankful it was obvious. When something like a RAM module comes partially unseated in shipping, it's not at all obvious why your machine spontaneously hangs / restarts.

    As an aside, transferring data from your old computer is very straight forward. I would do that sort of thing myself for the very practical reason that my idea of how to file things in my filing cabinet may differ from that of other people. To the extent, I'd be worried that I'd get back the computer and decide I want to reorganize and find it would have been quicker to have started the process myself (I'd also get rid of that nagging feeling that they might have missed something).
    2 iMacs (me + kids), 2 MacBook Pros (work + wife), Mac OS X (10.6.2), various Linux PCs and one WinXP laptop (gathering dust)
  • DeeeGT Level 1 Level 1 (10 points)
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    Nov 16, 2009 11:39 AM (in response to stockdoc)
    I know the feeling. I brought home my 27" Core2Duo only to find the screen cracked. Unfortunately the Apple store is an hour drive from my house, but I went and exchanged it in person anyway. Everyone there was very apologetic and helpful. We opened up the new machine and made sure everything was perfect.
    27" iMac 3.06 Ghz, iBook G4, MacBook 2.2 GHz Core2Duo, iPhone 3G, Mac OS X (10.6.2)
  • LayzieGTP Level 1 Level 1 (5 points)
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    Nov 16, 2009 11:51 AM (in response to DeeeGT)
    If there's anything wrong with my order, DOA, cracked screen, or otherwise, I at least have an Apple Store about 45 minutes from my house. But they wouldn't be able to replace my i7 in store anyway. So fat lot of good that does me.

    I've been trying to build up karma for the last couple weeks. I'll let you guys know how that turns out.
  • stilts Level 1 Level 1 (15 points)
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    Nov 16, 2009 12:04 PM (in response to Sherman Campbell)
    Sherman Campbell wrote:
    They put so much packaging to protect them. Some thing major had to happen to cause the glass to break.

    I dont agree, I got a 21.5" c2d iMac, there was polystyrene at the four corners but the actual screen was protected only by fresh air and the box itself. I thought the packaging was woefully insufficient, as is being proved by the number of people reporting cracked screens. I returned the 21.5" to swap for a 27" (my screen was fine) and was so worried about the screen in the insufficient packaging that I thought about putting in some additional protection, but thought that might void my return. I was then worried that it could get damaged in transit back to Apple that I daren't order my 27" until I had the funds for the 21.5" returned into my account.
    macbook core duo, Mac OS X (10.4.11)
  • aaydogan Level 1 Level 1 (0 points)
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    Nov 16, 2009 9:17 PM (in response to stockdoc)
    Just picked up my i& 27" from FedEx two hours ago. Outer box, inner box and all packing were in excellent shape. When I finally unwrapped everything I discovered the lower left hand corner of the glass was cracked in three places. I think has a packaging problem. My old 30" cinema displays arrived with great packaging. This was very disappointing. We'll what the Appled store (five blocks away) can do. Probably not much since they don't have these machines in stock.
    27" i7 Quad Core Imac, Mac OS X (10.6.2), G4 12" Aluminum, G4 15" Aluminum, Intel 20" iMac, (2) Intel Core 2 Duo Minis, Time Capsule
  • hubmonkey Level 1 Level 1 (0 points)
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    Nov 18, 2009 4:37 AM (in response to aaydogan)
    My 27" iMac with the i7 arrived via FedEx yesterday. When I opened it, I noticed a crack in the lower left hand corner of the screen before I had even removed the plastic sheet. I'm still waiting for the email from FedEx with the labels so that I can ship the broken iMac back to Apple, then get in line for my (expedited) replacement. I was told that since I'd ordered online, the local Apple Stores would not be able to do anything for me.
    27" iMac i7, Mac OS X (10.6.2)
  • scopro Level 1 Level 1 (0 points)
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    Nov 19, 2009 8:10 AM (in response to stockdoc)
    I just received my new i7 27" and the screen on the lower left is shattered as well. There's no apparent damage to the styrofoam or box so it looks like that's a weak spot in the screen and how they are being packed in the boxes. Hopefully Apple will improve their packaging for these larger iMacs as it may take until Dec. 7 for my replacement to arrive.
    iMac 27", Mac OS X (10.6.2)
  • drpixel Level 1 Level 1 (0 points)
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    Nov 19, 2009 12:35 PM (in response to stockdoc)
    Ditto here.. the lower left corner has a crack on mine as well. I made an appointment with the Apple Store here in town after talking to a support representative on the telephone. Perhaps this issue should be escalated up the chain somehow. I am starting to wonder if there is a design issue causing this. My packaging was immaculate when it arrived. It's not right to make people wait so long for their original computer only to have to ship it back and wait again for a replacement. Apple should be bending over backwards to help us out. What guarentee do we even have that the replacement won't have the same problem?
    i7 iMac with cracked glass, Mac OS X (10.6.2)
  • drpixel Level 1 Level 1 (0 points)
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    Nov 19, 2009 5:47 PM (in response to stockdoc)
    It is good that they took care of you. I read my earlier post again and realized I probably expressed more frustration than I should have. So far, Apple has been very courteous when I have talked to them. I really do hope it was just something that happened during shipping and that they've corrected the problem for all of the new ones shipping out. It is a bit odd that most are damaged in the same general location and the shipping containers were intact. The first thought that crossed my mind was thermal stress, but we will know soon enough if that is the issue. When I take mine in on Monday to the Apple store, I'll let them know about this thread. Perhaps it will help shine some more attention on this problem and they can come up with a better solution.
    i7 iMac 4GB 1TB, Mac OS X (10.6.2)
  • Level 6 Level 6 (11,035 points)
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    Nov 19, 2009 8:59 PM (in response to drpixel)
    Mine also arrived with cracked class in the lower left corner. But otherwise the system seemed to be working fine, so I dropped it off for repair at the Apple Store. The store quoted a 2-4 day turnaround time, which I prefer over waiting for another system (the other option that online support offered).
    imac 27" i7, Mac OS X (10.6.2)
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