New iMac DOA

Update. My replacement I7 is now in Anchorage Alaska. I was told by the Apple rep that the issues of the broken glass and DOA machines have been solved and that all defective machines at the factory (Shanhai?) have been removed from the line and set aside. Right now I'm "cautiously optimistic" my machine will arrive unmolested.

While getting a new Apple that doesn't work has been frustrating, Apple support has been very good. It was obvious to me that Apple (at least support) was blindsided by these problems by the different information I have gotten from different support personnel.

Thats good news Idaho!

I hope to see my imac ship soon. Unfortunately, the fact that I ordered the full size keyboard makes mine a custom machine rather than stock, so who knows how long that will take. I do hope all of the issues have been worked out as I really don't want to see a second DOA machine!!

Sounds like North Idaho's replacement machine did ship out about when he/she had hoped.

Does anyone know why there would be differences in order status reported by the automated system and one's "Order Details" internet page?

As to the replacement unit, my "Order Details" Internet page still shows "Not yet shipped"; however, Apple Store automated response system (telephonic) reports this unit is "Prepared for Shipment."

Should I be encouraged or is the automated system misleading? --

Phone call this date provides an answer to my question about the difference in my order status between Apple Store automated system (telephonic) and "Order Details" Internet page.

After being on hold for about a hour, learned from a representative that "prepared for shipment" via the automated system (telephonic) does not mean the same thing that "prepared for shipment" means on the Order Details Internet page.

My replacement order is still "open" (not yet built). --Not MeBe but MayBe...

I have been following these threads for several days now, and I would like to make the following statement. I suspect that many of you here share my sentiments that are expressed below:

In a word, I really wish that Apple would publicly address the various issues that dedicated Macintosh users have been experiencing over the past few weeks with their new iMacs: the black screens, the flickering, the cracked glass, the failure to fully boot, etc.

As I said above, I didn't even become aware of these problems until a few days ago, and like many of you, upon discovering this negative news that is now spread all across the Internet, it has made me extremely nervous about my order -- 27" 2.8 GHz Quad Core i7 with 2 TB HD and 8 GB of RAM -- and I am now questioning whether I jumped the gun, and should have waited a few more months until all of the technical kinks were worked out of the Rev A's. Sadly, it is now too late for that, as my order is not only a BTO like many of you, but I also had to make a 50% deposit before our AAR would even place the order.

Now obviously, Apple realizes how damaging these developments are to its image and reputation, particularly because these incidents of broken or malfunctioning iMacs are apparently happening all over the place, and are not just a few isolated incidents.

If I were Steve Jobs, I would be out there front and center, real quick, offering a clear explanation of what went wrong with these machines, and humbly offering a sincere apology to dedicated Mac users worldwide. Doing this might not fix the broken machines, but it would go a long way towards restoring the shattered confidence of many disheartened, disappointed, frustrated, angry Mac users.

It is my view that the silence and news blackout from Apple regarding these various issues is only making the situation a lot worse, and is further eroding confidence in Apple products.

Mr. Jobs, are you listening? If you would take this bold, honest step, we would admire your leadership abilities all the more.

justgotamac wrote:
Hey apple. Just want to says thanks. I've spent endless dollars on your products over the years. I order a iMac i7 and wait like everybody else for "ships:november". I was scared I might have screen flickering like others but thanks to you, upon unboxing, I actually see nothing because this $2k paperweight doesn't even turn on.

Thanks for the great product. It's the last one I'll ever buy from you. Customer lost.

I hate to hear that, I would have been very disappointed, too!

You said you've been a customer for years and had several mac products--is this your first time ordering a computer direct from them and did yours ship directly from China to you? Is this the first time you've had a problem?

Add my name to the list of unhappy customers who ordered an Apple iMac i7. UPS has advised me that my unit experienced unforeseen circumstances and was returned. now another unit is in the works. I agree with those who now regret ordering too soon. Regardless of these circumstances I will endeavor simply of the fact that I don't want to continue with Microsoft.Btw shipping date is unknown at this time. Keep your stick on the ice.

Hello Rick. Sorry to hear the bad news. This is one list that NONE of us want to be on. I truly hope that I don't get added to it as well. The arrival of my i7 unit is still 2-6 weeks away, so I am currently clueless.

The fact that UPS sent back your unit even before you had a chance to see it is very interesting.

I don't wish to be one to start baseless rumors, but your situation leads me to consider two possibilities regarding why they did this:

1. The box was damaged so bad during shipment, that UPS couldn't help but notice it, and decided not to take any chances with it.

2. Apple has silently called for a recall of all recent shipments...which means that these problems may be even more widespread than they already appear to be.

In reality, very few people post in these Apple forums, or are even aware of them, so we honestly don't know the full scope of these defect issues. To prove my point, I've been a dedicated Mac user for almost 20 years now, and to my recollection, this is my first time posting on the Apple support boards.

Let's all hope that #2 above is not the case, as it would mean an even longer wait for some of us. Then again, if it helps Apple to get a handle on the situation, I would much rather wait, than be faced with the disappointment of receiving a damaged or malfunctioning unit.

Rick, did UPS provide you with any more specific details? Did they appear to be accepting responsibility for the damage to your unit, or were they ambiguous about it?

Thanks!

Hello Warren. It is unknown if you will have the same experience as we have. Apple choses who assembles and ships their units. These anomalies don't seems to be repetitive when viewing their history so these sudden loses or damages would appear beyond their control. Apples workaround would sorely be to cancel midstream and redirect the units through a more reliable source. Will keep you apprised when we receive our iMac i7 and it's condition.A delay of merely one week cannot be considered " a world of hurt." Good luck.

Perhaps we should have had a separate thread ... when will your replacement actually be shipped.

My replacement (i7/4GB/1TB, with numeric keyboard and iWork) was effective 20 Nov 2009; it "Prepared for shipment," last evening, not long before 6:30 p.m. (Arizona). I'm not sure yet whether its coming from China or an Apple warehouse here in the US. Will advise as I learn more. --

Hi Rick and Warren.

Rick wrote, "A delay of merely one week cannot be considered 'a world of hurt.'"

I agreed to ship my machine back on 20 Nov 2009 after Apple reps told me the replacement unit was built and would ship the same date FedEx rec'd my defective unit. It's now 30 Nov 2009; my replacement has "Prepared for shipment."

While an Apple manager has done his best to hold my hand through the fire, it's nonetheless a fire I'm having to traverse.

Delays in getting the replacement unit to me has resulted in a world of hurt at my end.

I ordered my 27" I7 with 8GB RAM on 11/15 and received it today. The screen was COMPLETELY SHATTERED. Not just cracked glass. The only thing holding all that broken glass in place was the plastic film they put over the front of it.

I called immediately to return it and was told that I'd receive a confirmation "within 24 hours" and instructions for FedEx and it would be expedited shipping. After reading what everyone else has experienced, I'm now a bit worried.

Also on 11/15, I ordered a Macbook Pro, which was DOA. I called on a Saturday, received my return instructions Monday and sent it out immediately. I received the new replacement on Wednesday. Granted it didn't have to be built or shipped from Shanghai, but they did expedite it as promised.

Well, after waiting for more than a week to hear about my replacement i7, I called Apple. They now say that it will hopefully ship by the end of the week, meaning that this DOA will end up adding about a 3 week delay.

I have to unfortunately add my experience to the DOA list. I did get to open the box and meticulously check for broken glass (none) and it booted up fine the first couple of times. This morning, four days after first getting it, my nephew says he shut it down properly and then it would no longer boot. No noise, no nothing. Mine, by the way, was a 27" Core i5 iMac. Hauled it down to the local Apple Store, and they simply checked it in. They recommended I sent it back to Amazon, from where I bought it, but they don't have any in stock. I figured I'd have better luck getting it back more quickly from Apple.

A big bummer, as this is my first DOA from Apple. I'm curious as to whether there is a larger trend at hand here, but I know even a few anecdotal reports do not a statistical trend make.