Display burn in - Apple does not want to replace the LCD

Question

Recently my iMac 24” LCD display began to have “screen burn ins“ or image persistence on the LCD. I have done extensive online research about the issue, I tried setting my screensaver to pure white and running the apple screensaver to resolve the issue. I did not use my computer any more extensively than any of my other macs, so the image burn in came as a surprise to me this early in the Mac’s life span. I understand that the issue exists, and would not surprise me if my computer was several years old and it was never turned off. I will have to argue that the “screen burn in” happened too early for my iMac.
I took my iMac to an Apple store and waited to speak with a Genius and have a diagnosis. After the Genius ran his diagnosis he said that I am out of warranty, however he agreed with me that it was too early for something like this to happen. He proposed that my LCD screen would be replaced, and said that he would give me a break and make a “one time warranty exception and not charge me for the new LCD and replacement based on the circumstance.” The genius placed an order for an LCD panel for my iMac, printed out the work order and shook my hand, I was extremely grateful thanked the Genius for making such an exception.
After leaving my iMac in the store for repairs for 5 days, with excitement and anticipation I picked up my iMac which was claimed to be “fixed”. I got home opened up the box and plugged in the iMac and the first thing that I noticed was a dead pixel that I recognized from the old LCD, what are the odds of the new display having a dead pixel in the exact same spot? I called back to the apple store with my repair number at hand and confirmed that my LCD was never replaced.
I thought to myself, maybe they fixed it, but just to be safe I used the computer until I noticed nothing changed the “burn in issue” is still here. So I created a background image in photoshop to purposely leave on for an hour as proof of the problem. I called back to the apple store early in the morning and talked with the technical center, the girl on the phone said “I remember your mac” I thought we had it fixed. I asked to make sure that the LCD that was ordered for the sole purpose of fixing the burn in issue which I had was still at the store, it was confirmed that it was.
I came by the apple store and a different Genius looked at my computer, saw the excessive burn in. He ran the “Flurry” Screen saver, which helped remove the current burn in but was still not fully removed. He then told me that they would not replace the LCD, and that I should set my screen saver to every 5 minutes and lower the brightness to reduce the load on the screen. I argued that even if I can get rid of the problem after running the screensaver for at least an hour, the burn in just keeps coming back, and fast too.
I came home setup the screensaver settings and began using my machine, not using it for even more than an hour I saw the burn ins from the store and some new ones that came from my doc, and finder window and shadow lines distorting the entire screen, almost making it look like mud lines.
I took a few pictures with a DSL camera at the highest resolution, but I am not sure if this shows enough to really show:
Doc burned in:
#1 http://dl.dropbox.com/u/1477936/apple/DSC_0751.jpg (need to make it 100% to see)
#2 http://dl.dropbox.com/u/1477936/apple/DSC_0754.jpg (need to make it 100% to see)
Does any one know what I should do now?

Answer 1

Welcome to the Apple Discussions!
I think that regardless that this was a different Genius, the Apple Store has made a commitment to you to repair the iMac out of warranty and should honor this commitment. I would go back to the Apple Store and speak directly to the Store Manager with your original paperwork in hand for the repair that was not completed.
Should you not receive satisfaction from the Store Manager then I would call Apple Care and immediately ask to have your call escalated to a Customer Care representative. Explain the issue to the rep and ask for their assistance in receiving the repair commitment originally made to you by the Apple Store.
Have all necessary paperwork for the committed repair at hand during your phone conversation. Take notes. Get the name and the position of each person to whom you speak. Speak firmly but politely. Do not get angry or make any threats. The minute you mention a lawyer or any other such threat the conversation will be over and Apple will fall back on the fact the Mac is out of warranty and any opportunity of getting a repair will likely be gone.
Dah•veed