Apple Acknowledges 27" iMac Screen Issues; Production Halt Rumored

[Paul Daniel Ash]

Since the 27-inch iMac was released last fall, it's been plagued with a number of hardware problems, such as inability to power up, cracked LCD screens, flickering video and yellowish displays. The company has steadfastly refused to acknowledge any issue, instead replacing computers for customers. For the first time, however, an internal tech support document has been uncovered that shows it is aware of the problem, and offering a refund to customers who complain loudly enough about it.

Gizmodo passed on a memo that it claims was leaked from a person inside Apple tech support. The memo outlines the screen discoloration complaint that it acknowledges may occur "in certain combinations of lighting conditions and onscreen content." It instructs tech support representatives to "not attempt a repair or replacement at this time," but instead to "explain that slight color variability is normal for LCD displays." Reps are also told to take customers' contact information to arrange for a replacement of the LCD panel "in approximately 3 weeks." Coincidentally or not, the delay still shown for iMacs purchased on Apple's online store is 3 weeks.

The memo also says that customers "who require an immediate resolution" can get their money back:

Symptoms
In certain combinations of lighting conditions and onscreen content, some customers may perceive very slight color variability on an iMac (27-inch, Late 2009) display. Some customers may report that certain areas of the display have a slight yellow tint.

Products Affected
iMac (27-inch, Late 2009)

Resolution
Do not attempt a repair or replacement at this time. Explain that slight color variability is normal for LCD displays and in general does not warrant replacement. Customers who are concerned that their iMac has a yellow tint issue, and who provide contact information, will be contacted by Apple in approximately 3 weeks to arrange a LCD panel replacement. Those who do not wish to provide contact information can contact Apple in the future for the latest information. Customers who require an immediate resolution should be offered a refund. Please transfer these customers to Customer Relations for handling.

Tier 1 Instructions
Calls should be logged under the follow Component and Issue to ensure that the customer will be contacted when a solution becomes available.

Component: System Video
Issue: Non uniform color or brightness

The memo has not been independently verified, and Apple has refused to comment on the issue.

Separately, the hardware website HardMac has reported, citing an anonymous source, that Apple has halted all production of the 27" iMac. According to the source, production "will not resume before Apple has finally found a reliable and definitive fix for the remaining past (flickering and flashing display) and new issues (yellowish panel and flickering display) affecting those models."

A Gizmodo reader, meanwhile, was able to resolve his own discoloration issue by taking the display apart and putting it back together. He had disassembled his display to take color-temperature readings of the backlighting LEDs, which he found to be normal. When he reassembled the display, the discoloration had disappeared. he now thinks "a manufacturing defect involving the distance between a layer of material used to diffuse the LED backlight and the LCD panel" caused the material to become dislodged during shipping, and that by reassembling the display as carefully as he did, he realigned the layers to where they had been when they left the factory.

image via Apple

[Bluprint]

.. after so many failed attempts apple is finally deciding to give you a refund.

[Poseidon79]

*does the happy dance* for being one of the lucky ones! I was the first person to buy one of these at the local Apple store when hey came in. First!

[hancoma]

My first Mac was the predecessor to this one. I am glad now that I did not get the newest one, as it seems to be plagued with problems.

[HitNWakes]

I remember the first 3G iPhones had a yellowish tint to them.

[ForumSnoBorderRK]

it honestly isnt as bad as it may seem guys, this problems only occur to most about 3% of the time the computer is being used, if not lower.

Of course, all of us still want this fix, but now im just at a crossroads,
should I get my money back? or call and hope for a repaired screen...

[jacobzking]

I have 2x 27" iMacs (a Core2Duo and an i7), both of them are fantastic. No problems whatsoever.

[thetoothfairy]

*does the happy dance* for being one of the lucky ones! I was the first person to buy one of these at the local Apple store when hey came in. First!

Poseidon what the heck? LOL I will give you a first! ehehehehehehehehehhe that made me laugh!

[rhekt]

oh Poseidon, you lucky SOB

[lolcats1]

should I get my money back? or call and hope for a repaired screen...

no. you go and buy a $1300 PC that boots up in 28 sec, has never lagged or crashed in 2 years, and can do things that a $1700 imac will touch itself at night wishing it could do.

oh, and it has headlights. POW!

[dalep]

no. you go and buy a $1300 PC that boots up in 28 sec, has never lagged or crashed in 2 years, and can do things that a $1700 imac will touch itself at night wishing it could do.

oh, and it has headlights. POW!

28 Seconds!!! 28 Seconds!!!

You say that as if you are proud!

If my Mac took 28 seconds to boot up , i would be horrified!!!

Said by a Windows users who has obviously not used a mac for any length of time.

Im sorry, I also dont believe it has never crashed in 2 years, unless , of course, you've never turned it on......

Windows can crash all by itself doing nothing!

[lolcats1]

Said by a Windows users who has obviously not used a mac for any length of time.

Windows can crash all by itself doing nothing!

erm, i've had a macbook for the same amount of time? yeah it boots up fast, but what can it do? send emails, look at the internet... yeah that's about it.

oh yeah i can make edit videos. cause that's useful.

i love how you ignored my other arguments. you just pick and choose what you can justify, and ignore the rest.

if you don't download crap off of the internet, you won't crash, simple. as in no: porn, torrents, and the like.

all in all, if you're an ingrate that dosen't want to take any kind of risk, then you buy a mac. but if you can handle a decent file managing system, the kind where there is intelligence required (gasp!), then you get a PC, and you get **** done.

[CrunchDude]

I want the 27" iMac, and a MacBook Pro 17" w/ WUXGA goodness. Apple now uses IPS on every one of their Mac's except their notebooks. Any chance we will see a MBP w/ IPS with the next refresh!? Even the iPad at 9.7" has IPS! I am starting to seriously love Apple products.

[mickish1953]

28 Seconds!!! 28 Seconds!!!

You say that as if you are proud!

If my Mac took 28 seconds to boot up , i would be horrified!!!

Said by a Windows users who has obviously not used a mac for any length of time.

Im sorry, I also dont believe it has never crashed in 2 years, unless , of course, you've never turned it on......

Windows can crash all by itself doing nothing!

Lol .........hear hear!!