My 2012 27" iMac has image retention...and here's what Apple said...

Question

Level 1

41 points

My 2012 27" iMac has image retention...and here's what Apple said...

I'm a web designer that works on my machine most of the day and sometimes on the same Photoshop PSD. I started noticing image retention almost immediately. I did some online tests where it shows the checkerboard for 10 minutes and then switches to grey. Most of the time it showed retention and I couldn't figure out the inconsistency. So I took it into the Apple Store last night and they did their own image retention test....4 minutes on a checkerboard and 1 minute of cooldown and then if there is retention then there is a problem. REALLY? In what REAL WORLD scenario is this actually the case? This machine is designed for creative professionals that historically work in a single program all day long doing photo editing, design, or video editing. I was told that retention is "normal" for the IPS displays. So after thinking about it...I believe this is also HEAT related. The reason my iMac passed the test at the store was because she pulled it right out of the box, ran a 4 minute test, and of course it passed. I had these same retention issues on my older 24" iMac because of a known issue with heat. Apple finally told me they would replace the LED (they wouldn't replace the machine because I bought it from a reseller although I have 3 years of Applecare) so I'm doing that but I have a feeling it's not going to fix the issue.

Does anyone have any ideas or any similar experiences? This is a machine I work on and I need to get this straightened out before too much time goes by.

iMac, OS X Mountain Lion (10.8.2)

Posted on Feb 27, 2013 8:09 AM

Reply

Answer 1

MichelPM

Level 10

80,958 points

Feb 27, 2013 8:18 AM in response to JKENT

My recommendation is that if your are still on your complimentary one-year of AppleCare, I would budget right now and before that year runs out, buy and register at Apple for 3-year extended AppleCare.

There maybe more issues than just the new screens having image retention issues coming your way

😉

Reply

Answer 2

Mar 10, 2013 9:56 PM in response to JKENT

I'm having the same issue on my 5-day old 27-inch iMac (late 2012, 3.4/i7).

Interestingly, I first saw it when using Adobe applications, too... because their grey workspace makes the problem very visible.

I think it's a brightness issue. The image retention only shows up during the day, when my brightness is maxed out. Of course, this could be a heat issue, too (more bright=more heat) but I have temporarily solved this by lowering the brightness. Not that this is acceptable... it most defintely is not for a brand-new, flagship iMac.

If you google 'image retention imac' you'll find a lot of people with brand-new 27-inch iMacs are having the same problem (and you'll find a great youtube demonstration of the problem). Many are not seeing improvements after exchanging their machine, but a few are. I will probably exchange mine.

Reply

Answer 3

MichelPM

Level 10

80,958 points

Mar 10, 2013 10:03 PM in response to TV Cameraman

You need to do this within the 14 day full refund policy return window.

Reply

Answer 4

Mar 14, 2013 12:50 AM in response to MichelPM

I left feedback for Apple about this issue and also exchanged my less-than-a-week-old iMac for a new old. I haven't recieved it, yet, but have a feeling that there is a strong possibilty that new one will have the same problem... judging by the all of the people that are having problems with my particular configuration:

- iMac 27-inch, Late 2012

- 3.4 Ghz, i7

- 32GB RAM

- 680MX 2MB

Message was edited by: TV Cameraman, changed MB to GB

Reply

Answer 5

Jun 23, 2013 8:05 AM in response to JKENT

I've had my 27" iMac since January, and I noticed the persistent image problem on the second day. I did some digging around and it seemed like this was just something that I should learn to deal with, so I let it go. Today, though, as I was working with InDesign, I noticed the screen looking grainy within a few minutes, and I thought it might be time to revisit the issue. I did that checkerboard test: http://www.marco.org/rmbp-irtest.html and within a minute and a half, I could see the pattern burned into my screen. To my mind this is unnaceptable, bordering on the ridiculous. Has Apple changed their tune on this whole "normal" retention for an IPS display? Do I have any options for getting this fixed without paying out any money? I didn't buy any extended warranty or anything.

Reply

Answer 6

JKENT Author

Level 1

41 points

Jun 23, 2013 8:23 AM in response to JKENT

I purchased my iMac through MacMall and when I contacted their support department they told me this was a "known issue" which Apple is officially not acknowledging and one "Genius" got a little grouchy about telling me I'll have the same problem on any 27" iMac that I get. However after pushing the issue, I was told that if I purchased the iMac from the Corporate store they would have more "options" in helping me. So I returned the iMac and purchased another one from the Apple Corporate Store. That was several months ago and I have yet to have another image retention issue.

My Advice: Try and get the place you purchased this from to take it back. I have a feeling the new batch of iMacs may not have this issue because I believe - and this isn't verifiable - that it could have been a fluke thing with a batch of displays from a certain manufacturer in the beginning and those issues were resolved. Either way, Apple told me they would replace my display if I wanted them to. Don't take "no" or "that is normal behavior for an IPS display" for an ANSWER!

Reply

Answer 7

Jun 23, 2013 8:26 AM in response to JKENT

Thanks. I ordered it directly from Apple. I suppopse that means I would go to an Apple store with it. I'll probably have to call customer service to set the whole thing up first, though.

Reply

Answer 8

JKENT Author

Level 1

41 points

Jun 23, 2013 8:29 AM in response to Sam Worden

This makes it much easier for you then. The Applecare Tech that I talked to even told me he had seen it a lot on these new machines. You shouldn't have a problem getting a replacement. Good luck!

Reply

Answer 9

MichelPM

Level 10

80,958 points

Jun 24, 2013 4:07 AM in response to Sam Worden

If you bought this iMac in January, you are still on your first free year of AppleCare. There should not be any type of financial charge to you for the diagnosis or repair.

I'll repeat my previous statement to you, as well.

My recommendation is that if your are still on your complimentary one-year of AppleCare, I would budget right now and before that year runs out, buy and register at Apple for 3-year extended AppleCare.

DO NOT WAIT UNTIL THE LAST DAY OF THE FREE YEAR APPLECARE TO RENEW!

There maybe more issues than just the new screens having image retention issues coming your way.

If you purchase and register with Apple for the extended AppleCare warranty, you will get another 2 years of No charge warranty servicing. The cost of this plan is a lot less than the cost of an actual, typical hardware repair/replacement service.

Good Luck!

😉

Reply

Answer 10

Allan Jones

Level 9

68,606 points

Jun 24, 2013 6:25 AM in response to MichelPM

DO NOT WAIT UNTIL THE LAST DAY OF THE FREE YEAR APPLECARE TO RENEW!

Can't agree more. When i bought AppleCare for my 27-inch iMac, I had enough time but discovered that Apple uses the order date, not the date you receive it, for calculating anniversaries.

Reply