I have the same problem too. Received my iMac 2 days ago. Right out of the box the facetime camera is not working. I haven't installed anything yet, and when I launched facetime the grey wheel is keep going and going and the facetime camera is not activated. So I went and did some google search and found some neat utility that you can run in the terminal just for me to check what's really wrong with this facetime camera.
The result is that the "camera lense not open." So I did the most logical thing to do to call Apple Technical Support. I already told them that I did all the diagnostic test and some possible fixed like resetting the PRAM and the SMC unit, and still the same problem is happening over again. I know this is not a major issue as the facetime is just only a minor peripheral compare, but still this machine almost cost $3000 including tax. My machine is BTO.
Finally apple declared that this is probably a hardware failure. So they transferred me to a sales rep. Her name is "Nicole" is she is polite and kind. I asked her that if there's any other way that Apple can help me in solving this situation. She just offered me 2 options. The first option is that she will direct me to an Authorized repair center here in Saskatoon to repair my unit, since I bought the unit BNEW and it was fresh from the box, I told her that this is not possible. The other option is to return the unit and received a full refund. I'd asked her if I requested for a replacement that if there is anything that she can do to help me get a replacement unit right away rather than to wait for another 3 weeks. She told me that it was not really possible, because of the extreme shortage of the unit that probably I will be getting my replacement unit in a month's time. So this type of attitude from the sales rep made me to decide to agree for refund, I don't think they can't refund the time that I waited to get this unit (3 weeks) I was thinking of getting a PC workstation and install RHEL.
Again thank you "Mark"for being a great Sales Rep, the reason why Apple is a wonderfully admired company is because of people like this who are willing to go the extra mile is providing help to their loyal customers.
Will update you guys regarding the status of my replacement unit.
Thanks
Daniel D. Montecillo
Armontsys
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