My iMac is a lemon.

Question

I have a 27” iMac that I purchased in Late 2009 that has hadmore than a few problems. A few months after I purchased the iMac, Iexperienced flickering and then a complete loss of picture. I immediatelycalled Apple Care, I was then advised to take the iMac to the only authorizedservice center in Kuwait. It was determined that the LCD screen would have tobe replaced, which would take five weeks to clear customs and install. Accordingly,I had to pay the customs fees, which would cost roughly $100. I was wrong tobelieve that my iMac had all the bugs worked out after sitting in a workshopfor five weeks. In the summer of 2010, I noticed a few markings on theupper-right corner of the screen that did not disappear after I attemptedcleaning with a cloth. Also, a horizontal line that continuously scrolls up thescreen. The iMac is connected to an external monitor that does not show thesame symptoms, which led me to believe that the problem lies in the LCD screen.I called Apple Care in September 2011 to report the problem, and was advised totake my iMac to the authorized service center. Once again, they informed methat I needed to replace the screen as well as the optical drive. This processwould take another five weeks for repairs and would cost another $100 for customsfees. After I received the iMac back from the service center I still experiencethe horizontal line that runs from the bottom of the screen to the top. I havehad this iMac for over two years and have had numerous issues with the machine.I had purchased a 15” MacBook Pro a few years before purchasing the iMac andwas impressed with its performance and durability. I didn’t have any issues withthe 15” MBP but when the 27” iMac was released I immediately felt the need toupgrade. That turned out to be a mistake, as I would spend the next two yearsdealing with multiple issues. I don’t know if I should get a new iMac (and praythe issues have been worked out) or get something else. What do you think?

Answer 1

Your first mistake was in not strongly requesting a replacement for the iMac, especially after the second "fix". If you do purchase another Mac product, you ought to seriously consider Apple Care for extended protection and tech support.
Here's something you might try.  If you have complete documentation on problems and repairs, get in touch with Apple and ask for the address of their Customer Service Executive or Manager.  If you can get that address, send that person a letter documenting all of your problems and attempted "fixes", and ask if Apple would be willing to "do something" for you to retain you as a "satisfied consumer". Indicate that you also have a MBP that is perfoming to your satisfaction.  Also, ask why you had to pay customs fees for repairs that were done under your warranty.  While you've waited far longer than you should have, Apple may be willing to work with you on some kind of resolution.  It may be worth a try.
As to another iMac, that's up to you.  You may have had a lemon and the problems might not be repeated in another iMac.  I've had my iMac for almost 3 years and it has performed quite well.