Greyish Smudge marks behind the glass screen.

Seems I cant edit the above post, not authorised

The question: is it legal to expect a customer to forfeit their manufacturer warranty and consumer rights under the uk sales of goods acts?

Message was edited by: db74

Good luck with that, I have my iMac back home now.....they flat out refused to replace display ( charge was going to be £500 ) due to me being a smoker ( hands up ), BUT I have a studio with 3 diff types of recent iMac's working fine there for over 5yrs!.

I enquired if they'd had any issues similar to mine?

Manager reply : ( I'm not a liberty to say = yes ).

So here is the kicker, I said there is A FIX FOR THIS.

http://forums.macrumors.com/archive/index.php/t-1101370.html

Manager to me : ( If you do that it'll void your warranty on the display! )

Me to manger : ( You just said it wasn't under warranty anymore! )

Manager to me ( Errrr ).

Fix ( I've done it....its not that hard! and works!!!!! )

1) http://forums.macrumors.com/showthread.php?t=1101370&page=2

2) money shot : http://forums.macrumors.com/attachment.php?attachmentid=287668&d=1306956612 ( zoom in )

good luck guys.

cheers

rob

Ok small update:

I have just got off the phone to consumerdirect.gov.uk and explained my situation, they said that should Apple forfeit a warranty or deny a warranty they STILL have obligation under uk consumer laws and IF they breach uk consumer law it is very much illegal.

Sales of Goods Act - upto 6 months the owness is with apple to prove the goods are of standard

- over 6 months the owness is on you to show the goods are NOT of standard

Supply of Goods and Services Act - you can rely on this one if the problem reoccurs within a few weeks/months (as the replacement/repair is not of satisfactory quality or to 'standard')

The guy on the phone was VERY knowledgable and helpful, its a FREE service so i'd advise people in the UK to call them they will also advise with the procedure for taking it to the small claims court if needed.

Just closing out my issue. The weird flickering screen issue upon replacement of the smudged LCD was apparently a bad logic board. So, that was replaced and now all seems fine (other than the new logic board messing up my iTunes authorizations, but that can be dealt with). Thanks, Applecare.

Hi.

Been on holiday since my original post on this, but I've been following the thread with interest. I was hoping that the mysterious smudges on my display had magically disappeared in my absence, but no.

I saw the photo-thread about taking the LCD/backlight apart and cleaning the dust off. I must admit I'm tempted to try this, but could really do with the author of that thread to perhaps put together a video which explains the steps, as I'm not fully confident in my abilities. But before I do that, I've decided to take my iMac to the Apple Liverpool Store tomorrow. I've reserved an appointment with a "Genius" (I hope he/she is one) to let them have a look at the problem. I'm ready for comments like "environmental factors" to be spouted!

I'll post back on how I get on and what the responses are from the "Genius".

Nozzer.

I have this problem with a late 2009 iMac 21" and a late 2009 27". Both experience smudges. 21" has been send to repair, needed it's display unit replaced!

If you ask me, there is a serious problem with the displays of these iMacs!

I do not smoke. I have this issue.

I'll be interest to hear how you get on with this - an iStore has opened in my town since I first posted here last year. I'll take my iMac there (I'm currently covered by 'Apple Care') and see what they make of it.

I need this machine for work, though, so its hard to find the time to have it out of action.

The dirt behind the screen has got much worse since I posted earlier, its getting hard to see correct colours. But I've had nothing from any Apple sources that constitute even an acknowledgement that there is an issue.

I did contact a Mac dealer who said the problem (he was aware of it) is NOT covered by warranty and I'd have to pay to have it fixed - this was while I was still under 90-day cover.

As I understand the law a product must be fit for the purpose it was sold for otherwise money back or replacement should be offered.

If any particles (smoke or otherwise) are getting into the screen its a design flaw, not a reason to be ignored or fobbed-off by the company that designed it.

I've always had problems with Apple screens/monitors though. I had a PPC 8600 and the 1710 monitor didn't work from day one. All I was ever able to get was a much older refurb - legally it should have been replaced by a new monitor. But it was impossible to get through to anyone about it. The dealer I bought it from stopped stocking Apple products as a result of 'fortress Apple' - they got no further than I did.

So I don't hold out any hope that I'll get this fixed, I'm well past the 90-day cover now, or that the problem will be resolved in a newer model. We'll see.

Great shame about Apple customer services and the company's attutude to problems like this.

IanSn

Hi.

Went to Apple Store Liverpool as planned yesterday and showed the Genius the issue. His first words were that I had every right to bring it in with this issue and sympathised with me. However, he could not offer me any other course of action than to replace the LCD at a cost of £300. I explained that I had only had the machine 18 months and to have this problem after such a short time with a machine I had spent nearly a month's wages on was extremely disappointing. Again, he sympathised, but there was nothing he could do. I said that I didn't just have £300 to throw at the problem, and even if I did I'd be scared of it simply happening again. I asked if he had seen the problem before and he said "yes, a couple of times, but on different iMacs and in different parts of the screen". He didn't admit to me (of course) that this could be a common issue with the iMac. I also explained the consensus of opinion on our discussion here that it is dust between the back-light and the LCD and he agreed - "good call on that" he said.

I said to him that I'd have to go away and consider my options. Also that this issue had seriously damaged my confidence in the current design of iMac and my future probability of upgrading in the same design stable.

Now I am left with either putting up with the issue (and hoping it doesn't get any worse) or replacing the LCD. Or taking it apart and seeing if it is indeed dust collecting in the intra-LCD-Backlight interface as has been suggested.

What I REALLY want to do is write a letter to Apple UK and air my views, but I can't seem to find an address. Do any of the UK users have a contact address I could use?

As a sign-off, can we as a group of users affected by this all write to our respective country head-offices with our complaint? Also, it would be great to have a video guide to disassembly of the iMac display and cleaning should I feel bugged enough to try.

Cheers.

Nozzer, UK.

I can tell you this. I just had my 27" iMac fixed a few months ago for this very problem with no hassle at all. Well, the smudges are back already! I bought this iMac in March 2010. I had initially put up with the smudges for months until it got so bad and I discovered this discussion (under a different user name). So I requested the fix hoping I wasn't going to get the "it's due to your environment" run around that a lot of folks mentioned. It all went down beautifully. It was like brand new. Now the same thing is happening already, again. So now I don't know what to do. I figured on holding onto this make for some 5 years. I love the 27" all in one format but I can't keep having it fixed all the time and I can't imagine Apple would do that anyway. And I don't want the hassle either. I want a different Mac. Like a laptop and separate 27" monitor (that doesn't have the same issue. So I'm going to call again soon and see what they say.

Well, I had my doubts about an 'all-in-one' box from the start. (I remember the 'Performa' which actually blew up in my flat (apartment, sorry PA) when the guy came to fix it - they heard the bang two floors above!)

But it was the finance issue - box and screen very expensive. So ended up with the iMac -- not exactly cheap itself.

I think we're stuck with it, but I still say keep hassling to get them fixed if you've got one. They'd love it if you just went away! But you're only ever going to get a refurb anyway, so...

Seems it depends where you go what response you get. But maybe it'll get through eventually that there's a real problem with these things and the message will come down to drop the 'environment' excuse.

Home computers are for the home. Home environment is never clinically spotless with filtered air. If this remains the argument from Apple it means the product is not fit for purpose = home use.

I forgot to mention, over the winter period I used those super-fine filters over the air-intakes (this machine doesn't actually get very hot) and after a few months there was not a bit of dust or stain on them. But the screen marks had got visibly worse. So I'm not convinced about external causes.

Wish I'd got the box and screen. I'd have finished paying for it by now...

Nozzer - A petition! Apple UK is in Ireland.

Hollyhill Industrial Estate, Hollyhill, Cork, Republic of Ireland. Don't know who yer man would be though.

I'll be back at some stage with news of what happened to me. Too busy with work at the mo...

As stated earlier in this topic, have late 2009 iMac 27", warranty gone as the machine was purchased Dec 2009.

Update to my situation, the short version: Apple took care of the bill.

The longer version: Contacted Varimport here in Finland (Turku offices to be exact) and asked their price range for this. They called back saying I should first contact Apple and ask if they'd cover the costs. If they'd refuse, then Varimport would have to take in the computer and send in their own letter asking for Apple to cover the new display. I called Apple Finland and the guy gave me a cold sholder so I arranged for Varimport to come in and take the machine. The call to Apple was done on Monday (last week) and Varimport had the machine on Wed. They called me back this Monday to arrange for the delivery. The repair guy said he had to file the papers twice as my original receipt didn't have the serial number. But after he had written it down for Apple, everything was okay. The only concern really was that the machine is around 18 months old as that seems to be the cut off date for Apple to fix thing. But luckily it went through.

I'm currently trying to get the original store where I bought the machine (not Apple Store) to cover the 105 € that I paid for the repair service (machine delivery + the papers they filled in for Apple). Apple Finland said that by law the store is responsible for that and not them. So we'll see what happens with that.

To recap: contacted repair shop and Apple on Monday, got the machine back the following Monday, didn't pay for the new display.

Couple of other things to consider - at least with Varimport in Finland, the display would have cost me 600-700 euros plus their fee of 100 euros. So there is some air there with the prices, not sure who's adding the gap and at what point (US$600 to £500 to 6-700 €).

The repair guy also said that "Apple has learned their lesson" with the displays so this shouldn't be a problem anymore. Not sure what to make of that, perhaps that's the case or perhaps not as some people have this same problem multiple times.

Anyway, if you are in Finland, I totally recommend Varimport and their services 🙂

That is a lovely story, pleased to hear it worked out for you. It is a pitty that Czech Republic is not so willing to help in such matters.

Service centre dont care and shops here don't seem to be that helpful either.

I ismply can not be bothered anymore, given up trying to get it sorted. Going to wait until warrenty runs out and clean it myself and simply put up with it for now.

I say wait for warrenty to run out, I'm not sure why I even both to do that really, after all what is this warrenty thing all about if they will not admit a design fault and agree to clean my screen.

Oh well there are worse things in life I guess.

I'm increasingly angry about this situation - so many of us are experiencing similar issues and getting brushed off by Apple. I think it's clear that this is a design flaw of the LCD - some within Apple recognise it but most seem not to acknowledge it.

I wrote an email to apple and never got a reply on this complaint.

At least we have the power to share and spread our collected findings about the display problem...

The smokey stains on my 27" late 2009 iMac display are bearable, only annoying on flat colour backgrounds, but I'm sure it will get worse in time in my dust free, smoke free (very clean apartment). Such a shame for an otherwise brilliant product.

An apple retail store has recently opened in my town (Reading, UK) - I may at some stage take it in to be seen by a "Genius". If they try and dismiss it on environmental factors I'll be sure to kick up a real stink - that's for sure.

I just received word that my 21" iMac is repaired by Apple free of charge (free, except a 85 EURO research bill)!

I live in the Netherlands and we have consumer rights (might be the same in other European countries).

These rights specify that a retailer must repair a purchased product after 1 year, free of charge, if you can prove the defect is not caused by normal usage within a period "one can assume the product should function properly".

You can assume a iMac display, under normal usage, should at least operate correctly for 3 years.

If you live in the Netherlands, have a similiar issue and bought the iMac at the online Apple store, ask for a 'European Claim form' at your local (official) Apple reseller.

It takes some effort..

Now this issue is fixed, my 27" iMac is showing the same issue though. It's far less visible (only on flat colors like Naimryu), but now I'm also afraid the problem will get worse.. I bought this one at a local reseller so I gotta see them to discuss the issue...

I really think the 2009 iMacs have some sort of issue with the glue between the glass and display unit.

I am from Moscow, Russia and got my iMac 21 in March 2011. Same problem with display smokey stains in the left upper corner. Went to a local service center. They said this is a common problem with iMacs and promised to replace the matrix free of charge. Now waiting for a new matrix to arrive.