iMach 27 dark patches, lines, bands & yellowing -my Apple Honeymoon is over
I purchased a top-of-the-line Apple iMac 27” (2.66 GHz Intel Core i5, 4GB RAM) in June 2010 for my new software development startup. The stunning all-in-one display was a big factor in my choosing a Mac over a Windows PC, for which I had been primarily programming earlier. The Apple reseller I purchased this from strongly recommended that I also purchase the 3 year AppleCare Protection Plan (APP) so I could get peace of mind with this new system, as AppleCare would cover the complete system, including the display, for 3 years as opposed to just one year without it. Additionally, APP would provide at home repair and I needn’t lug the system around in case it needed service. I trusted Apple with my money, and purchased the APP to cover my investment in the iMac, not knowing that all this was hogwash and I would still need to run from pillar-to-post when the time to seek repairs actually came.
Within just six months, I started noticing some dark spots / patches on the screen. At first I thought that these were on top of the glass but when I looked closely and made sure the glass screen was clean, I was shocked to find that the patches were within the display itself. I was still not very worried and trusted that Apple would take care of the problem as I had the AppleCare Protection for 3 years and it was still well within the first year that I had this problem.
I contacted Apple support and logged a support case with them on 25th November 2010. Apple referred this case to their authorized support center (UC Infosystems) and the technician who saw the system acknowledged the problem and mentioned that the screen needed a replacement, and Apple would cover it as it was under warranty. The service center ordered a screen and came over to replace it. The first screen they got was clearly defective as it had prominent dark bands running from left to right through the entire width of the monitor. Needless to say, the technician took the screen back right away and asked me to wait for another replacement while they got it from Apple. The replacement screen came and it was changed on 3rd December 2010. Upon replacement, I noticed that while the screen did not have any patches, it did have a dark band in the bottom edge as well as yellow tinge across the right and bottom edges as well as in the center. When I mentioned it to the service technician, he brushed it aside saying that it wasn’t a problem and it was probably my imagination. He suggested that I work with the system for a few days and contact them in case I still have a problem. I reluctantly agreed as the main issue of the patches had been resolved, and I didn’t want to create a fuss about this somewhat subjective issue.
To my shock, within 2-3 weeks of having the replacement screen, I started noticing dark spots and lines developing once again. This time, the problem was even more severe than what I had with my original screen. Photos of the display showing this problem are here:
* http://img257.imageshack.us/img257/7359/img3211x.jpg
* http://img522.imageshack.us/img522/3755/img3213j.jpg
* http://img152.imageshack.us/img152/4049/img3209r.jpg
The photos have been taken in a dark room to avoid any reflections, and to give a true picture of the problem. The display is clean on the outside and the dark patches and lines are very visible in the top right corner extending to almost the middle of the display. There is a prominent dark band near the bottom edge going across the screen. Additionally, you will notice that there is yellow banding on the right and bottom edges of the screen and a yellowish patch in the middle.
I contacted Apple support once again (on 28th December 2010), and was assigned another support case (Case Ref # 195112734). The Apple service and support center technician came by and took photos of the screen with his mobile phone to send to Apple before they could order a replacement. He also acknowledged that the display was indeed defective and needed a replacement. Additionally, he mentioned that while this problem was widespread, Apple recently started denying some screen replacements without much explanation. I still had my trust in Apple as they had built a reputation for good products and service.
The same evening, I was shocked to receive an email from the service center that ‘Apple had declined to cover this issue under warranty’ without any other explanation or reason and that I should contact AppleCare if I had an issue with that. I was completely shocked that they could do this as the problem was clearly in their display, the system was less than seven months old, and I had also purchased AppleCare Protection Plan for ‘peace of mind’ which clearly I didn’t get given this episode. I called AppleCare and narrated this to the support representative. His noted mentioned that the issue had been resolved (without any clarification on how it was resolved)! He then consulted with his supervisor who spoke with me and mentioned that technical people had seen the photos of the iMac display and determined that there is no defect/problem with it, and hence Apple could not cover the issue. I mentioned to him that the service technician had taken his photos in poor light with a mobile phone camera and I had better photos that clearly show the issue. The supervisor asked me to email him the photos and said that he would immediately take up the matter with the technical engineers. However, he mentioned, that there were no promises that Apple would cover the issue, despite the issue occurring on a screen Apple itself had put in just 3 weeks ago and my having purchased AppleCare Protection Plan. I emailed him the photos right away and requested either repairing or replacing the display. This happened yesterday and I am awaiting a call or email back in response.
I should also mention that I take good care of my computers, don’t smoke (if smoke damage is what Apple is thinking of blaming this on), and that the system is kept in a nice, clean, low-traffic home-office environment, where I have 5 other computers/laptops/UMPCs which have no such issues. I have purchased several Apple systems (including a MacBook Pro laptop, two Mac Minis, iPhones – both 1st Generation and 3G as well as a couple of vintage Macs) and not needed to report issues to AppleCare in the past. Now, when I truly needed the AppleCare support, I am being denied it. I am a reasonable person with low demands, but the way Apple is treating me with this case is pathetic.
I sincerely believe that I have a genuine support case and I am not getting the product and service that I paid top dollar for. The display I got was clearly defective as the pictures show for themselves (and the problem is with a new display that Apple just provided three weeks ago!) No amount of environmental factors in my home office can cause the issues I am having. Apple needs to own up to the problem and be the company with high morals that Steve Jobs is presenting it as.
I will keep you updated on how this case proceeds, but a few disappointing things I am learning of now are:
• Apple iMac 27” screen isn’t really that gorgeous and cannot even last through it’s warranty period without developing dark spots, lines, bands and yellow tinges.
• Apple is trying to refuse acknowledging that their iMac’s displays have a design or manufacturing defect that is causing these issues (dark spots/patches, lines and bands, yellow tinge). This is despite the fact that several people have reported these issues and posted pictures online showing the problem.
• AppleCare Protection Plan is hogwash. Apple can refuse coverage under the plan, and the customer is at their mercy. This plan certainly didn’t give me the peace of mind that I thought I bought when I paid for it. This is even within the first year of purchase!
• While Apple products are gorgeous to look at, they are not built to last. If your Apple computer develops a problem, you’re out of luck. Your honeymoon is over. Given the number of issues people are reporting with the iMac 27, especially with the display, this is more likely to happen than not.
Given my experience, this iMac will be my last Apple purchase, and I wouldn’t recommend Apple products to anyone, nor develop software for the Mac, unless the issue is satisfactorily taken care of by Apple.
Warm regards,
Rohit Singh
Within just six months, I started noticing some dark spots / patches on the screen. At first I thought that these were on top of the glass but when I looked closely and made sure the glass screen was clean, I was shocked to find that the patches were within the display itself. I was still not very worried and trusted that Apple would take care of the problem as I had the AppleCare Protection for 3 years and it was still well within the first year that I had this problem.
I contacted Apple support and logged a support case with them on 25th November 2010. Apple referred this case to their authorized support center (UC Infosystems) and the technician who saw the system acknowledged the problem and mentioned that the screen needed a replacement, and Apple would cover it as it was under warranty. The service center ordered a screen and came over to replace it. The first screen they got was clearly defective as it had prominent dark bands running from left to right through the entire width of the monitor. Needless to say, the technician took the screen back right away and asked me to wait for another replacement while they got it from Apple. The replacement screen came and it was changed on 3rd December 2010. Upon replacement, I noticed that while the screen did not have any patches, it did have a dark band in the bottom edge as well as yellow tinge across the right and bottom edges as well as in the center. When I mentioned it to the service technician, he brushed it aside saying that it wasn’t a problem and it was probably my imagination. He suggested that I work with the system for a few days and contact them in case I still have a problem. I reluctantly agreed as the main issue of the patches had been resolved, and I didn’t want to create a fuss about this somewhat subjective issue.
To my shock, within 2-3 weeks of having the replacement screen, I started noticing dark spots and lines developing once again. This time, the problem was even more severe than what I had with my original screen. Photos of the display showing this problem are here:
* http://img257.imageshack.us/img257/7359/img3211x.jpg
* http://img522.imageshack.us/img522/3755/img3213j.jpg
* http://img152.imageshack.us/img152/4049/img3209r.jpg
The photos have been taken in a dark room to avoid any reflections, and to give a true picture of the problem. The display is clean on the outside and the dark patches and lines are very visible in the top right corner extending to almost the middle of the display. There is a prominent dark band near the bottom edge going across the screen. Additionally, you will notice that there is yellow banding on the right and bottom edges of the screen and a yellowish patch in the middle.
I contacted Apple support once again (on 28th December 2010), and was assigned another support case (Case Ref # 195112734). The Apple service and support center technician came by and took photos of the screen with his mobile phone to send to Apple before they could order a replacement. He also acknowledged that the display was indeed defective and needed a replacement. Additionally, he mentioned that while this problem was widespread, Apple recently started denying some screen replacements without much explanation. I still had my trust in Apple as they had built a reputation for good products and service.
The same evening, I was shocked to receive an email from the service center that ‘Apple had declined to cover this issue under warranty’ without any other explanation or reason and that I should contact AppleCare if I had an issue with that. I was completely shocked that they could do this as the problem was clearly in their display, the system was less than seven months old, and I had also purchased AppleCare Protection Plan for ‘peace of mind’ which clearly I didn’t get given this episode. I called AppleCare and narrated this to the support representative. His noted mentioned that the issue had been resolved (without any clarification on how it was resolved)! He then consulted with his supervisor who spoke with me and mentioned that technical people had seen the photos of the iMac display and determined that there is no defect/problem with it, and hence Apple could not cover the issue. I mentioned to him that the service technician had taken his photos in poor light with a mobile phone camera and I had better photos that clearly show the issue. The supervisor asked me to email him the photos and said that he would immediately take up the matter with the technical engineers. However, he mentioned, that there were no promises that Apple would cover the issue, despite the issue occurring on a screen Apple itself had put in just 3 weeks ago and my having purchased AppleCare Protection Plan. I emailed him the photos right away and requested either repairing or replacing the display. This happened yesterday and I am awaiting a call or email back in response.
I should also mention that I take good care of my computers, don’t smoke (if smoke damage is what Apple is thinking of blaming this on), and that the system is kept in a nice, clean, low-traffic home-office environment, where I have 5 other computers/laptops/UMPCs which have no such issues. I have purchased several Apple systems (including a MacBook Pro laptop, two Mac Minis, iPhones – both 1st Generation and 3G as well as a couple of vintage Macs) and not needed to report issues to AppleCare in the past. Now, when I truly needed the AppleCare support, I am being denied it. I am a reasonable person with low demands, but the way Apple is treating me with this case is pathetic.
I sincerely believe that I have a genuine support case and I am not getting the product and service that I paid top dollar for. The display I got was clearly defective as the pictures show for themselves (and the problem is with a new display that Apple just provided three weeks ago!) No amount of environmental factors in my home office can cause the issues I am having. Apple needs to own up to the problem and be the company with high morals that Steve Jobs is presenting it as.
I will keep you updated on how this case proceeds, but a few disappointing things I am learning of now are:
• Apple iMac 27” screen isn’t really that gorgeous and cannot even last through it’s warranty period without developing dark spots, lines, bands and yellow tinges.
• Apple is trying to refuse acknowledging that their iMac’s displays have a design or manufacturing defect that is causing these issues (dark spots/patches, lines and bands, yellow tinge). This is despite the fact that several people have reported these issues and posted pictures online showing the problem.
• AppleCare Protection Plan is hogwash. Apple can refuse coverage under the plan, and the customer is at their mercy. This plan certainly didn’t give me the peace of mind that I thought I bought when I paid for it. This is even within the first year of purchase!
• While Apple products are gorgeous to look at, they are not built to last. If your Apple computer develops a problem, you’re out of luck. Your honeymoon is over. Given the number of issues people are reporting with the iMac 27, especially with the display, this is more likely to happen than not.
Given my experience, this iMac will be my last Apple purchase, and I wouldn’t recommend Apple products to anyone, nor develop software for the Mac, unless the issue is satisfactorily taken care of by Apple.
Warm regards,
Rohit Singh
iMac 27 Core i5, Mac OS X (10.6.5)
