My iMac 27'', which I bought two Months ago, has ghost images on it's screen. Apple don't want to replace it. What can I do now?

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Kitzing Author

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My iMac 27'', which I bought two Months ago, has ghost images on it's screen. Apple don't want to replace it. What can I do now?

Hey!

Two months ago I bought the new, thin iMac 27'' with Fusion Drive.

Well, one week ago I recognized that I have ghost images on my screen.

Apple don't want to replace it. They want that I drive to the next 200km away

Apple Store (with this huge iMac) to show an Apple Employee the production error.

The problem is that it is an iMac with special features and I need to wait 5-6 business days.

After that I need to go back to this Apple Store (they won't send it) to bring it home.

AND: THEY DONT WANT TO OFFER AN REPLACEMENT DEVICE!!

I need this mac for working!!! I use it for my business and I have not the time for it!

Is there a solution for this problem? Has anyone of you a similar problem?

I mean: this is not accomodating!! Other companys have a better support for this case!!

Thank you very, very much in advance!!!!!!!

Sincerey Yours

Max

iMac (27-inch, Late 2012), OS X Mountain Lion (10.8.4)

Posted on Aug 17, 2013 2:45 PM

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Answer 1

babowa

Level 9

78,097 points

Aug 17, 2013 3:11 PM in response to Kitzing

You can try this:

http://support.apple.com/kb/HT2807

Apple needs to see the "damage" before being able to repair/replace. Under the regular warranty, they will repair. If you purchased the extended Applecare plan, you could request in home service (available for desktop computers in the US as long as you are within 50 miles of the nearest AASP - not sure about the plan's terms in Europe). You could also request that they send you a prepaid box to mail it to them in the US. However, ultimately, they need to assess the damage and its cause to see if it is covered by the warranty.

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Answer 2

Aug 17, 2013 3:14 PM in response to babowa

babowa wrote:

You could also request that they send you a prepaid box to mail it to them in the US.

Apple will not offer mail-in repair service for desktop computers, only for MacBooks.

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Answer 3

Klaus1

Level 9

52,749 points

Aug 17, 2013 3:19 PM in response to Kitzing

Image persistance on Apple displays:

http://support.apple.com/kb/HT5455

Apple say this about LCD screen burn in:

http://support.apple.com/kb/HT2807

which includes suggestions for curing that effect.

Alternatively:

How to fix screen burn and/or stuck pixels on an LCD monitor:

JScreenFix

http://www.jscreenfix.com/basic.php

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Answer 4

babowa

Level 9

78,097 points

Aug 17, 2013 3:35 PM in response to Brandon2184

Well, here is an excerpt specifically from the iMac hardware warranty (for the US since we do not know where the OP resides) and it does show mail-in service:

You can view this warranty here (choose Mac > iMac > US):

http://www.apple.com/legal/warranty/

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Answer 5

Aiwey

Level 1

5 points

Aug 17, 2013 8:09 PM in response to babowa

Look at this:

http://www.engadget.com/2013/08/17/apple-announces-gpu-replacement-program-for-2 011s-spring-imacs/

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Answer 6

babowa

Level 9

78,097 points

Aug 17, 2013 8:38 PM in response to Aiwey

Yes, thank you, I'm aware of it; unfortunately, the OP said that he had a late 2012..... So, unless it has the same problematic graphics card, it wouldn't qualify.

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Answer 7

Kitzing Author

Level 1

0 points

Aug 18, 2013 3:20 AM in response to babowa

First of all: thank you to all people, who want to help me. I didn't expect so much answers. 🙂

@babowa: okay, but I need to work with this mac. I will need an replacement device to continue working. Maybe it is noteworthy that I am an App-Developer for iOS. Without this Mac I will lost much time! Do you know another solution?

@Klaus1 & babowa: if I do this steps against the ghost image, does it have a lasting effect? My iMac was really expensive and I want a well working device for my money.

@all is there a way to do a service regulatory complaints? Maybe then I can achieve something...

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Answer 8

babowa

Level 9

78,097 points

Aug 18, 2013 6:54 AM in response to Kitzing

I understand that you need to work with this Mac, but - leider - there is no other way I can think of. This image persistence is possible to develop on all these screens - so it is important not to keep windows open continuously. I always close mine if I walk away from the Mac to do something else. I don't know if following the steps has a lasting effect - you may need to change your workflow so you do not have the same window in the same position open for hours or days.

Guessing: you are in Austria or Germany maybe? I no longer know the consumer laws there; you will need to check. But, image persistence is something that has been around since the first of these screens was introduced, so the consumer needs to do their part to minimize the possibility,.

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