Apple iMac 27 Inch Horrible Customer Service Experience Turned Positive!

UPDATE 12/11/11 THIS ISSUE HAS NOW BEEN RESOLVED BY APPLE. I COMMEND THEM FOR STANDING BEHIND THEIR PRODUCTS AND RESOLVING MY ISSUE FOR ME. I WILL REMAIN A MEMBER OF THE APPLE PRODUCT FAMILY!

I'm not bashing Apple. I have owned and still own many of their products. However, I am extremely dissatisfied with the design flaw that is present within the iMac 27 inch display and Apple Customer Care's response to the issue. Dust seeps into the display and creates large dust spots over time. This is a product design flaw and Apple should be held legally accountable to offer a product recall to either repair, replace or refund customers. This video explains the steps that I took to escalate the issue within Apple. I was polite during my communications with Apple and took many more steps than any customer should have to take, to attempt to get an issue resolved (especially for such an expensive product)! My attempts were unsuccessful and the bottom-line is that I'd have to drive to my local Apple Store (about 100 miles away) and then pay to have the issue resolved. It would also not be resolved the same day, so that'd be around 400 miles worth of gas money out of my pocket plus the repair cost. Shipping the iMac 27 inch to Apple for repair was not an option. I even made Apple aware of the fact that since my warranty had expired that I removed the outer glass myself and attempted self-repair. I reiterated that there is an obvious design flaw with their iMac 27 inch but they did not seem to care. I also informed them how satisfied I've been with all other Apple products but they did not seem to care about that either. I then encouraged them to escalate the issue within their organization and call me back with a free solution. Apple should place focus around quality and customer service again, instead of just their stock price. This has really upset me. If you're an Apple employee, I welcome you to contact me via YouTube messaging with a solution for my defective iMac 27 inch. I'll even be happy to post a follow-up YouTube video, regarding my Apple Customer Care experience =)

Category:

Science & Technology

Tags:

• iMac 27 inch design flaw
• iMac 27 inch recall
• iMac 27 inch product recall
• Apple Customer Care Problems
• Apple poor customer service
• Apple product problems
• Apple Computer problems
• Apple Computer flaws
• iMac dust problem
• iMac display problem
• Engadget
• G4
• Attack of the Show
• Apple customer service
• Apple warranty
• Apple product recall

[kisinzcemm]

i wonder if the fact the computer built in with the screen ......the fan or fans pull air plus dust in the case may be .....

[IrixGuy]

@kisinzcemm Good theory....I also believe that the extreme heat inside may contribute to it too. Can't wait to see the next generation of iMacs that should release soon!

[IrixGuy]

UPDATE 12/11/11 THIS ISSUE HAS NOW BEEN RESOLVED BY APPLE. I COMMEND THEM FOR STANDING BEHIND THEIR PRODUCTS AND RESOLVING MY ISSUE FOR ME. I WILL REMAIN A MEMBER OF THE APPLE PRODUCT FAMILY!

[IrixGuy]

@IrixGuy This is so upsetting but I remain confident that Apple will pull through with a first-class solution. I've managed to get the case escalated pretty high up so far and am patiently awaiting their feedback. I'll share the outcome here. How is your MBP treating you BTW? My MB was the 13 inch with LED back-lit and I had no issues with it.

[IrixGuy]

@IrixGuy it to be broken down on the side of the road so soon. It's going to be upsetting if Apple resolves my issue and then the new component fails too. I don't know if I could personally accept a trade for a laptop though, since it's the size and small desktop footprint that made me sell my MacBook and buy an iMac. I guess I could just buy an off-brand LED display though and try to hide the cable clutter LOL.

[IrixGuy]

@AustrianAirlinePilot Interesting!  If you don't mind me asking, was your iMac still covered by the warranty or had it expired? Also, did you escalate your issue through a local store of their toll-free number? My warranty expired a while back but I'm still pushing the issue. I have the old model Apple Cinema HD Display (not LED back-lit) and it still works good as new. I bought this iMac fully-loaded (still better specs than new models) so didn't expect ....

[AustrianAirlinePilot]

I had the same problem with my imac 2010 27". They changed my imac three times and after the third imac with dust problems i asked for a macbook pro. Now I have a 15" MBP 2011 2.2Ghz.

[IrixGuy]

I've contacted the Better Business Bureau and have encouraged them to assist with pushing Apple Computer to issue a product recall for the Apple Computer iMac 27-inch, Late 2009 model display.