Print 53 comment(s) - last by mcnabney.. on Jan 15 at 1:47 PM

The latest illness to afflict Apple's iMac line is yellowed monitors. The new line, first released in November has suffered many quality issues of different kinds.  (Source: Gizmodo)
And it was all yellow...

The new iMacs are sleek and sightly.  They're filled with high-end hardware.  And reportedly, many of them are defective.

Apple's quality woes seem to only to be getting worse with the holiday season wrapped up.  First released in October, the iMac quickly began to show signs of trouble, with Apple's support forums overrun with unhappy users who discovered their Mac dream machine arrived with a broken screen or would not boot.

Such woes appeared to only be the beginning.  Gizmodo's Mark Wilson was one of many users who received a yellowed iMac.  He got a replacement, only to find that one was discolored as well.  Then to his dismay, he found Apple refusing to replace his unit again, instead suggesting he get it repaired.

He wrote:

I was informed that the company would not issue me another exchange straight from the factory. I'd, instead, need to get the iMac repaired at an Apple Store, lest I "want to waste the time and have to do this all over again." That's right, she basically admitted that everything coming off the line would be inflicted with the same disease.

Many other users have become frustrated with similar refusals.  Writes a user named Laura:

I want the imac purchasers, who have already paid their money AND spent countless hours being fruitless with their machine set-ups and troubleshooting attempts, to be put on the top of the list for receiving brand new WORKING machines. An added bonus would be for Apple to do this kindly, respectfully, and without any attitude. We should not be out of pocket, taking time off work and energy to lug these heavy ibeasts across town looking for a repair; it's a lemon, Apple — you made it, so please replace it. And please do it kindly, respectfully, and communicate to us the process, so that we can all stay in love with all things Apple.

As for Mr. Wilson's iMac, it is now dead and no longer will boot.  The problems that he and others are experiencing seem especially ironic giving Apple's long track record of bragging about its unparalleled monitors -- with the iMac being no exception.  Apple's website brags of the monitor, "The iMac display is designed to look great from almost any angle. A technology called in-plane switching (IPS) makes this possible. Whether you’re sitting in front of the display or standing off to the side, you’ll get a perfect picture with superb color consistency and no loss of detail."

Early reports indicate that users who do try to get their faulty displays repaired have suffered additional issues.  So it seems that currently the "ultimate display", as Apple calls it, is stuck in an infinite loop of problems, including faulty graphics, broken screens, failures to boot, and most recently, yellowed monitors.

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By Grabo on 1/14/2010 12:10:16 PM , Rating: 2
I'm simply so happy with not working as Apple tech support anymore. As far as call centers go, my workplace was rather good, I was told (by colleagues). In what direction the whole ship was steering I didn't care for mostly, but the conditions were good and the closest bosses were human.

Now, it probably wasn't a good idea to start working there when I had never made a tech support call in my life. I just didn't know the dark depths the human character can reach. And it is generally accepted that some nationalities tend to be worse than others.

Anyway, how can the suggestion to have a unit repaired be bad, if it's already been replaced once (or twice, or thrice)? Yes, you should have gotten a machine that was perfect (what people can demand replacements for is glad not to be working as customer support anymore) but it might not be entirely realistic to expect a perfect replacement pronto if it's a manufacturing issue? If a repair is the only way to get it fixed within a month or two, then deal with it and never buy Apple again? Trying to force tech support to work magic is just ..well, human, apparently.

By redbone75 on 1/14/2010 3:21:26 PM , Rating: 3
Anyway, how can the suggestion to have a unit repaired be bad, if it's already been replaced once (or twice, or thrice)?

You're joking, right? Let's say you bought a car, something in the range of $80k (you choose the brand). The moment you drive that car off the lot you start having some very noticeable problems. Do you set out to make an appointment at your nearest repair shop? Or, do you demand a new vehicle? That's the problem here: Apple bills itself as a premium, upscale PC manufacturer, and they should stand behind their products as such. These are brand new products that are experiencing these issues.

Two things that get me about this whole thing are, 1) why haven't these people just returned these lemons and got a refund, and 2) why hasn't Apple issued a recall?! They seem like they don't even want to own up to the issue let alone fix it.

By Grabo on 1/14/2010 4:36:18 PM , Rating: 2
If a repair was quicker, chances are I'd go with that, if only because I've listened to enough people that have deemed a repair 'unacceptable' for a 3 year old machine. I realize I'm probably not in any sort of majority though.
Even if I did demand a replacement - if that replacement had the exact same issue I sure as hell would not demand a third - I'd demand my money back, as you suggest, or a prioritized repair, if I wanted the machine badly enough.

As for issuing recalls, I'd imagine that'd cost more and mean more bad publicity than what is currently the case. Recalling an entire machine..haven't heard of that either, to be honest.

By redbone75 on 1/14/2010 6:02:08 PM , Rating: 2
Recalling an entire machine..haven't heard of that either, to be honest.

When that machine is an all-in-one, what else would you recall? The keyboard? The bottom line is that a disproportionate number of the machines are having problems. Significant problems. Apple has a responsibility to its customer base to address these problems head on. Not doing so and continuing with it's current arrogant stance is going to have a more detrimental effect on their image.

By Grabo on 1/15/2010 2:00:28 AM , Rating: 2
If I had any inclination towards owning a mac I might demand the same thing as you. Two things though: I still don't know about a case where an entire machine, all-integrated or not, was recalled(at least not by Apple?) and I don't know what the 'disproportionate number' is.

"If you can find a PS3 anywhere in North America that's been on shelves for more than five minutes, I'll give you 1,200 bucks for it." -- SCEA President Jack Tretton

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