Backlight Issue

[TangoJuliet]

I got up this morning as usual and checked the news when all of a sudden the upper portion of my iMac's screen went dark. I'm guessing this is a backlight issue. The iMac is about 8 months old and is the top of the line one. I had an issue with the video card and they replaced it with this one. Thankfully I got Apple Care on this one and maybe I'll get lucky and they'll let me keep this one and give me a new one like that other guy here.

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[TangoJuliet]

What do you think Apple will do? Is fixing the backlight an easy fix or would they simply give me a new one?

If they do give me a new one I think I may hold out until they update the iMacs to report the issue in hopes of getting a new machine.

 

[Kmax82]

I don't think they'll give you a new one. More than likely replace the display, which is what they did with my laptop. I would go ahead and get it fixed.

 

[TangoJuliet]

Originally posted by: Kmax82
I don't think they'll give you a new one. More than likely replace the display, which is what they did with my laptop. I would go ahead and get it fixed.

I'm going to take a chance and wait a little bit to see if there are updates to the iMac. This is the 2nd major incident with this computer so I think I may be able to convince them that it needs to be replaced. I do have the 3 year apple care plan as well.

 

[sourceninja]

I had an issue like that and it was fixed by resetting the pmu. I was getting dark spots on my display.

To fix it I did this.

1) turned off the computer
2) Disconnect the AC Adapter and remove the computer's battery.
3) Press and hold the power button for 5 seconds and then release the button.
4) Reconnect the battery and AC Adapter.
5) Press the power button to restart the computer

 

[TangoJuliet]

Originally posted by: sourceninja
I had an issue like that and it was fixed by resetting the pmu. I was getting dark spots on my display.

To fix it I did this.

1) turned off the computer
2) Disconnect the AC Adapter and remove the computer's battery.
3) Press and hold the power button for 5 seconds and then release the button.
4) Reconnect the battery and AC Adapter.
5) Press the power button to restart the computer

um, was your computer an imac or a notebook?

 

[Tyranicus]

It sounds like he has a notebook, but AFAIK resetting the PMU works the same way on all Macs. It's definitely worth trying.

 

[sourceninja]

I have a macbook pro, but apples support site has the same instructions for all of their macs.

 

[TangoJuliet]

Looks like my gamble may have paid off. I'm going to contact apple care today and try and squeeze a new high end machine out of them.

Seriously, a bad video card and a backlight issue in less then a year is not acceptable. (especially for the high end model with an upgraded hdd)

 

[JeffreyLebowski]

Originally posted by: TangoJuliet
Looks like my gamble may have paid off. I'm going to contact apple care today and try and squeeze a new high end machine out of them.

Seriously, a bad video card and a backlight issue in less then a year is not acceptable. (especially for the high end model with an upgraded hdd)

Good luck, I doubt they will give you a new machine. They will do what is cheapest for them which is goign to be replace the part in your machine.

 

[TangoJuliet]

Update

So I called apple care a couple weeks ago and we went through a couple steps on trying to fix the display. Nothing worked and an appointment was set up in my local apple store to have them look at it.

I take the computer into the store and the 1st thing the genius technician says is "wow, I've never seen anything like that before". Soon a crowd of these technicians huddle around the computer saying "man, that sucks" etc. So they take a look at it and determine that its the backlight, LCD inverter and possibly the LCD itself - "a major repair".

So I tell him this is the 2nd "major repair" for the computer and its only 8 months old. I said that the computer is used for my business and I had concerns that if this happens again and I am out of warranty then it could cost at least $1000 to fix. I asked for a replacement. He said no but asked if I wanted to speak with a manager - so I said sure it couldn't hurt. She was on the fence with giving me a replacement but asked the genius what he thought and he said no. So she went with his opinion and said no replacement - they would fix it.

So I reluctantly said OK, go ahead and fix it. I told them that the computer was used for my business and I needed it back in a timely fashion. They said it would take 5 days to fix. I asked if they could give me a loaner or something and was shot down. They said if I went to best buy it would take 3 weeks to get a computer back from repair. I said yeah, but I could have bought 2 computers from BBY for the price that this iMac cost me.

Anyways, 7 days go by and didn't hear a word from anyone. I call over to the store and they tell me that the replacement LCD that they had shipped in was defective and that had to be replaced. They got that replacement that day and was scheduled to be installed later that day. Indeed, it was fixed that day and I was called to pick it up. I go to the store and they bring the computer out of the back, ask me to sign some papers and walked away. I said wait a minute, can you plug it in so I can see what it looks like? After setting it up, it booted up fine and the screen looked good. That was until I got home later that night where I got to see around 8 dead pixels and some small scratches under the glass. I then began to catch up on some work and maybe a hour into it the screen began to flicker on both backlights and got some vertical lines going across the screen. I was able to fix that problem by turning the computer off and pressing cmd+opt p+r

http://i186.photobucket.com/al...24/ATOT/1deadpixel.jpg
http://i186.photobucket.com/al...4/ATOT/1deadpixel1.jpg
http://i186.photobucket.com/al.../ATOT/2deadpixels1.jpg
http://i186.photobucket.com/al...24/ATOT/Scratches1.jpg

It was too late to call the store and apple care was closed for the night. The next day I called and was pissed. The technician apologized and wanted to set up another repair in the store. I again asked for the iMac to be replaced and was told that this was only the 2nd issue with the display and they would replace it on the 3rd. This time I was able to get an in home repair so that I didn't have to lug the computer through the mall to the apple store.

So I'm still waiting for this repair to be done when I read this article on Hard Forums.
http://www.hardforum.com/showthread.php?t=1402550

So these issues are pretty common in iMacs and people are starting to bring lawsuits against apple. I emailed the apple care rep that I had been speaking over the phone with that again I would like the unit replaced or I would join the lawsuit. I mean, c'mon 3 major repairs (LCD twice, video card once) in 8 months is a little ridiculous.

Cliffs:

Bought iMac July 2008
Video card was faulty and replaced
February 2009 - Backlight/LCD broke
Asked for replacement - denied.
Unit fixed in local apple store
Bring computer home and has several dead pixels and vertical lines through screen
Asked for replacement again - denied
Set up appointment for in home repair
Read article as issue is widespread in iMacs
Lawsuits filed against apple
Ask for replacement again or will join lawsuit

 

[Injury]

I wouldn't have replaced it either.

Based on your second post in this thread you just have your heart set on getting it replaced to get a free upgrade. These are really just minor issues. If they can be fixed then let them be fixed. Don't get greedy.

 

[TangoJuliet]

Originally posted by: Injury
I wouldn't have replaced it either.

Based on your second post in this thread you just have your heart set on getting it replaced to get a free upgrade. These are really just minor issues. If they can be fixed then let them be fixed. Don't get greedy.

I was hoping they would replace it as a "free upgrade" but wasn't really expecting it. However, with the issue popping up again I am disappointed and would like it replaced.

I beg to differ that its a minor issue. The repair bill was $1200 (was under warranty so I paid nothing) so I wouldn't call that minor.

At what point do we say hmm the screen has been replaced 2 times, the video card once all within the first 8 months maybe this computer is just defective and should be replaced?

 

[Kmax82]

Yea.. typical warranty replacement is three times. This is what most car warranties go on as well. It does indeed suck, but if you grab AppleCare, that will cover you for three years. I don't know about you, but I don't use my computer longer than 3 years, so I think you'll be sufficiently covered under that care. Plus if the screen does indeed mess up again, you do get a replacement.

Although I do agree that they need to offer you a loaner machine, or something that you can use to work on. It's ridiculous when you have to send off the machine for repair and it takes them a week or more to get it back to you. When my video card died on my laptop, it was 4 weeks to get it back. Luckily my wife let me use her Macbook for all my work, but it was still ridiculous.

Hope it all gets sorted though, and I don't blame you on wanting a replacement. My screen is starting to have some backlighting issues again as well in my Macbook Pro and that'll be the second repair. I'd love to get it replaced, but I highly doubt they will.

 

[TangoJuliet]

Originally posted by: Kmax82
Yea.. typical warranty replacement is three times. This is what most car warranties go on as well. It does indeed suck, but if you grab AppleCare, that will cover you for three years. I don't know about you, but I don't use my computer longer than 3 years, so I think you'll be sufficiently covered under that care. Plus if the screen does indeed mess up again, you do get a replacement.

Although I do agree that they need to offer you a loaner machine, or something that you can use to work on. It's ridiculous when you have to send off the machine for repair and it takes them a week or more to get it back to you. When my video card died on my laptop, it was 4 weeks to get it back. Luckily my wife let me use her Macbook for all my work, but it was still ridiculous.

Hope it all gets sorted though, and I don't blame you on wanting a replacement. My screen is starting to have some backlighting issues again as well in my Macbook Pro and that'll be the second repair. I'd love to get it replaced, but I highly doubt they will.

Yep, I have apple care on it so its still covered for another 2+ years. In fact, its still under the 1 year manufacturer warranty.

Like I posted earlier, my main concern is that if this happens again and I'm outside my warranty then its going to be a $1000+ repair bill. I've had 3 issues with the computer and its 8 months old....I can only imagine what else is going to break down in the next 3 years.

 

[Kmax82]

Yea.. on the one hand, that's a positive.. or could be looked at like one. If it's broken down this many times then they should replace it the next time. And if it does break down again after this repair.. I would definitely not take no for an answer.

 

[TangoJuliet]

Update 3/23/09

So the tech came out to my home today and went to install the replacement LCD. Took around 15 minutes to open it up and replace the LCDs. After he booted it back up there was this jagged line right in the middle of the screen. He then tells me that there is a hair stuck behind the fluorescent screen and he would have to order yet another LCD. There weren't any dead pixels on this screen though. But he did point out that the scratches on the screen were from the previous repair (apple store).

I called back the apple customer service rep and explained to him the situation and he apologized and said "lets go a different route" with this repair. He offered me a complete replacement of the iMac with one of the newer ones.

I was able to upgrade to the ATI HD 4850 for $50. Also, with getting the newer machine I get a 1TB internal drive (mine was 750GB) and 4GB DDR3 RAM (I had upgraded mine to 4GB DDR2 so now I can sell those chips).

All in all I'm pretty satisfied with the replacement. I still think it should have been replaced off the bat but I went along with the repairs. I would highly recommend getting the apple care on these iMacs as there are so many issues that can pop up. Also, it seems like apple will work with you a little more if you have apple care then just the standard warranty.

 

[sjwaste]

That's very cool. So are they shipping the new machine, or is one being brought to you from the Apple store? Seems like they worked pretty hard to make you happy after the replacement LCD was, itself, bad.

 

[Kmax82]

I don't understand why they should've replaced the machine after the first incident? The 2nd, maybe, but in reality, they are only obligated to replace the defective part. I do understand your frustration and I would definitely be happy to get a new machine. One of the reasons why I've been holding onto my Macbook Pro for so long. Hoping that that might happen.. heh..

Anyway, good luck with the new one. Hopefully you don't have any issues with it!

 

[TangoJuliet]

Originally posted by: sjwaste
That's very cool. So are they shipping the new machine, or is one being brought to you from the Apple store? Seems like they worked pretty hard to make you happy after the replacement LCD was, itself, bad.

They are shipping me one. Yes, they did work hard to make me happy but that is after they replaced the screen 3 times. Each replacement had a defect.

Originally posted by: Kmax82
I don't understand why they should've replaced the machine after the first incident? The 2nd, maybe, but in reality, they are only obligated to replace the defective part. I do understand your frustration and I would definitely be happy to get a new machine.

The main concern I had was if the issue was to return after I was out of warranty. I can understand if its the video card or hdd or ram where its not a big issue to replace but it was the screen and the repair could have cost over $1000 to fix outside of warranty.

When I had first spoken to apple care they understood that concern and said if the issue did return to the replacement LCD screen and I was outside of warranty they would fix it. I felt pretty good about that and dropped the case for them replacing the entire unit - that was until all of the replacement screens had issues.

 

[Kmax82]

Originally posted by: TangoJuliet

The main concern I had was if the issue was to return after I was out of warranty. I can understand if its the video card or hdd or ram where its not a big issue to replace but it was the screen and the repair could have cost over $1000 to fix outside of warranty.

When I had first spoken to apple care they understood that concern and said if the issue did return to the replacement LCD screen and I was outside of warranty they would fix it. I felt pretty good about that and dropped the case for them replacing the entire unit - that was until all of the replacement screens had issues.

Yea, to me that screams that something else in the machine is wrong. It's quite odd to get the same problem after a brand new replacement IMO. Good luck with the new one though. Hopefully you won't have any more issues.

 

[TangoJuliet]

Originally posted by: Kmax82

Originally posted by: TangoJuliet

The main concern I had was if the issue was to return after I was out of warranty. I can understand if its the video card or hdd or ram where its not a big issue to replace but it was the screen and the repair could have cost over $1000 to fix outside of warranty.

When I had first spoken to apple care they understood that concern and said if the issue did return to the replacement LCD screen and I was outside of warranty they would fix it. I felt pretty good about that and dropped the case for them replacing the entire unit - that was until all of the replacement screens had issues.

Good luck with the new one though. Hopefully you won't have any more issues.

Thanks, this is really the 1st problem I've had with apple hardware aside from some minor issues with my iphone.