my imac 20" doesnt tilt right.
if i adjust it so its tilted to say a 45 degree angle, give it a few minutes and it will slowly have dropped - under the weight of the screen - back to a set position, which it can only seem to sit at.

any ideas? its still under warranty with john lewis, its not a major problem, although it is annoying at times

Return it and get it looked at or swapped for a new one. It'll only get worse over time.

Why would you want to tilt the screen to 45 degrees??

Just interested.

--------------------
And Bagpuss, once he was asleep, was just a saggy old cloth cat.

thats just an example!

mine tilts inwards at the bottom, it just seems like the weight just drags it down and it cant hold itself. although my g/f has had no imacs and the tilt on both of those is fine!

Still under warranty... It's time to do a backup and get your iMac serviced or replaced. That's what warranties are for! And the Apple Customer Support service is A1 so go ahead.

--------------------
intel iMac 20"/10.6.7, 2 GB ram, Logic Pro 9.1.5, Pro Tools 8.5, PropellerHead Record, Mbox2 PRO

Quote stevolution:

---

thats just an example!

mine tilts inwards at the bottom, it just seems like the weight just drags it down and it cant hold itself. although my g/f has had no imacs and the tilt on both of those is fine!

---

Yep... That would bug me too. Get it looked at.

--------------------
And Bagpuss, once he was asleep, was just a saggy old cloth cat.

how would i go about getting it looked at etc?
i got it from john lewis, i filled in a returns form on their site but not heard anything, can i do it directly with apple?

Gaffa Tape from top to the stand, at rear.

Or try a bungee.

Or a spring (piece of sponge?) between lower rear and stand.

Or different lengths of wood in same place.

urm no, think i'll use the warranty-anyone know how to go about this considering i brought it from john lewis?
i just rang john lewis and they said i need to contact the supplier- ie apple.

please help!

Sounds like cop-out to me. I would take it back to John Lewis and demand a replacement. However, if you have a local Apple store, i'm sure they would be able to guide you. Mine has been extreamly helpful.

I have looked at the back of my 20" iMac and there doesn't seem to be an easy fix!!

Cheers.

--------------------
And Bagpuss, once he was asleep, was just a saggy old cloth cat.

they said its cos its still under first year manufacturers guarantee.
they put me onto a local apple store and i'm going to get onto them tomorrow.

what do you reckon the likely outcome will be?

They will probably offer you a repair. However, if you can easily back up your data, I would push for a replacement unit.

Good luck.

--------------------
And Bagpuss, once he was asleep, was just a saggy old cloth cat.

They sold it to you, they have your money. Sounds like a cop out to me...

yeh ok i see your point, but i guess they're just cutting out the middle man. its easier for me to go to apple direct, rather than get john lewis to do it for me.

dont you agree?

anyway, i've got the cambridge apple store/dealers details and i await a response from them.

Have you taken the back off? Having cleaned the fans and ducts in my 2 yr old iMac, I've noticed you can get at the stand mechanism.

--------------------
PA stuff on FB

i dont know how to.
i k now on my girlfirends mac, that if you unscrew 3 screws at the bottom, you can take the back off to fit ram, but with my newer model, you dont need to take the back off to fit ram.

guess what?
my local apple dealer cant fix it as apple consider it "cosmetic". they can fix of course, for a charge, which i dread to think will be.
anyone know how i can possibly fix it myself?

seems like such a cop out from apple-its not like its a scratch and i want it replaced as it doesnt look nice!

If you fix it yourself, chances are that you"ll void your warranty.
You have to insist. It is NOT a cosmetic issue. Any other iMac, including mine, WILL stay lift at its top most angle. Demonstrate it with any iMac in this apple store.

It's like a seat in a car. You can adjust it at YOUR convenience without any issue.

Be radical. You fix it for free or you're giving me another one or give me my money back. Period and that's all. If he still refuse, then ask to speak to his mannager and that you want to fill a complaint about this apple store salesman.

And Apple: Please continues to sale Apples, not lemons

--------------------
intel iMac 20"/10.6.7, 2 GB ram, Logic Pro 9.1.5, Pro Tools 8.5, PropellerHead Record, Mbox2 PRO

Cosmetic my arse. You have a faulty unit. Keep bugging them. Keep ringing them. Eventually, they will have to sort your problem.

You shouldn't have to resort to these tactics though.

Shocking.

--------------------
And Bagpuss, once he was asleep, was just a saggy old cloth cat.

A job for the office of fair trading me thinks! Try trading standards too...

--------------------
www.sounds-and-images.co.uk
http://twitter.com/soundsandimages

Just take it back to John Lewis.
They are obligated to get it fixed, even if its at their expense. You bought it from them not Apple, so give them the problem. It's not cosmetic at all its about usability & being fit for purpose. They wouldn't make it adjustable if it wasn't meant to be usable at different angles. An iMac that isn't adjustable isn't fit for purpose. As another poster said compare yours to an in store iMac & they'll soon see whats meant to happen & faced with such truths would be hard pressed not to sort it for you.

Geoff

--------------------
www.myspace.com/jazzygb1
www.myspace.com/revox1

on apples site it says this about their warranty's -

"This warranty does not apply: (g)to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports, that does not otherwise affect the products functionality or materially impair your use"

can anyone explain that to me?(sorry if i sound dumb)...
Could i argue that it does affect the products functionality because it keeps slipping out of place?

also, just read my receipt from john lewis and it says that i can only return within 28 days. i've had it nearly 11 months...

anyway, i've emailed head office at john lewis as thats who got back to me when i raised the problem, see what they say, and i've contacted my local apple store too saying its not cosmetic, and that they should fix it for me.

if not, i'll contact apple direct, see what they say, seems like a joke to me.

Edited by stevolution (08/09/07 08:59 PM)

Ah, but it does affect functionality. the fact that it does not stay where you want it to be makes that the point.

Try the office of fair trading on monday they will tell you what to do.

Simon

--------------------
www.sounds-and-images.co.uk
http://twitter.com/soundsandimages

i recently sent this email to my local apple dealership -


"I just found this link on apples site about the positioning of apple screens - http://www.apple.com/about/ergonomics/vision.html - so surely they can see that its not doing me any good, and SHOULD be covered by my warranty.
I'd really appreciate if you could help me with this case, and see what Apple say about getting my iMac fixed.
The fact that it IS affecting the functionality means it is covered by warranty, as thats what the apple warranty says.

Regards

Steve Larke"

They replied with this -

"Hi

That may be but the system prevents us from ordering such parts under warranty and that is Apples own systems not Cancoms.

We cannot over ride Apple systems and are bound by their rules and can only suggest that you either contact Apple direct or the original vendor to obtain replacement.

Paul"

so now i've got to contact apple again(who shunned me off in the first place and put me onto the local dealer) or john lewis, who are just shunning me off also.

GREAT!

More progress!

Been speaking to Apple and my local apple dealership on the phone,basically, they wont fix it. the local store only gets paid from apple to fix things that are classified under warranty, and this isn't. No matter what they think, its still not covered.even though it does affect functionality,its still not covered.seems like apple have got major issues with there warranty.... anyway,
if they fixed it, we're looking at £180 plus VAT - no thanks.just for tightening a hinge???
so i rang john lewis again, and someone is getting back to me tomorrow.
If they cant replace/fix it, then i may threaten court action to apple, as there warranty says that its not covered if it doesnt affect functionality, but this DOES - so i should be covered.

Just thought i'd let you know the score, and hopefully john lewis will have good news for me in the morning...

This was a problem that was there from the time you bought it right?

Assuming it is, accept nothing other than a full replacement or full refund. Once you start going down the repair route your rights change - under trading standards you will then have 'accepted' those goods. At the moment, you have the legal right to reject the goods as faulty - if you do this, then you will be able to buy a new mac far faster than it will take to send the old one off for repair.

The warranty is for things that go wrong with your machine after you've purchased it. When you buy it it should be in perfect working order, no ifs, no buts. Don't accept any crap - if they refuse write a letter giving them 14 days, then if they still don't pay up/replace with a new model file a small claims application online. They'll have to pay the £30 court fee on top too then.

If quality control was lax enough to let a faulty hinge slip, what else could be wrong? Why take the risk?

thanks "happy".

is it a problem that i've had it like 10 months but am only now reporting the fault?
as it has been like it since day one, it just never bothered me.
i have a feeling thats what they will say - "why didnt you report this from day one?".
in hindsight i know i shouldve, but it was never a problem.

i've now heard back from john lewis's mac repair centre and they wanted to charge me £83.
i said no, as it should be covered by my warranty, but they're saying i have to dispute that with apple.they're sending it back unrepaired as i'm not paying for it.
its a joke, i've gone backwards and forwards like a rocking chair for weeks now.

can i just ring up john lewis and demand a replacement?

i just have a funny feeling this will never get resolved as no one takes responsibility for anything, and apple quite frankly, have been appalling and no help at all.

Edited by stevolution (20/09/07 11:21 AM)

As I have said before contact the Office of Fair Trading. The retailer has a contract with you for six years and it is they who should get this fixed.

Simon

--------------------
www.sounds-and-images.co.uk
http://twitter.com/soundsandimages

i've contacted consumer direct(who trading standards put me onto) and filed a report with John Lewis with them, i await a response.
in the mean time i've asked john lewis for a refund as i've just had enough of it. John Lewis and Apple keep putting me in different directions and no one says they can fix it, so i just want out basically.
i hope its do-able

ok, well as i suspected john lewis have said its nothing to do with them, and its apple i need to talk to.
quite frankly this is disgusting and both customer services departments are useless IMHO.

any ideas now? i know apple will say its not covered by warranty so i really cant be bothered to even try them.

i seem to be at a dead end

Keep on at the retailer and threaten legal action.

You will really need to push and if that does not work then you need to take it up with the next level of management in store. Box it up and take it with you to where you bought it from and then you may get somewhere.

You are covered legally for repair or replacement. if you paid by credit card get in touch with them too a they also have legal obligations to you.

Failing that put everything in writing to both them and the office of fair trading and make sure that each copy has . Copy to: X

X being the others involved respectively.

Contact BBC watchdog too and the One show. The publicity may also work.

Simon

--------------------
www.sounds-and-images.co.uk
http://twitter.com/soundsandimages

It shouldn't be an issue that you've waited 10 months to report the problem so long as that problem is something that has been there from day one and not something that developed over time - the fault was there from the beginning, therefore you have the right to reject the goods. Forget the warranty/repair route.

I had an issue a few years back with a B-stock Motu 896 with a couple of faulty preamps. I only discovered the faulty preamps about a year later. Admittedly, I should have tested them when I first got the unit, but I got a full refund - I was lucky, Music Track clearly give a damn about their customers. However, it appears that for you John Lewis' don't see things the same way.

To get your money back do the following:

Write a letter to John Lewis' explaining what's wrong with your machine and the troubles you've had returning it - make it explicit that this was a fault from the moment you got the machine and that you are rejecting the goods in accordance with your statutory rights. Don't worry about being able to prove anything you've said - that's really not important, just state everything as the absolute truth. Don't put any grey areas in there, don't mention any of the stuff about putting it in for repair, just in case they decide to be c**ts. Tell them that if you have not been fully refunded within 14 days you will file a small claims court action against them. It might be worth taking the p**s a bit here, and insisting they arrange for a courier to collect the system considering the number of times you've taken it to the shop. Inform them that if your court action is successful, they will be paying and an additional £30 in court fees, that it is in their best interests to settle this now. Tell them that you are not interested in discussing the issue further with them and there is absolutely no room to negotiate.

There is no point being friendly with this letter - they have already shown you total contempt; the only way to deal with that is to play them at their own game and be the bigger c**t. The more condescending and unreasonable you can be, the better, short of actually being abusive. Perhaps start off by trying to appeal to their sense of reason and good nature - ask them how they would feel in your situation, tell them how hurt and inconvenienced you've been by the treatment you've received from them. Slowly raise the temperature: criticise their lack of customer care and unprofessional attitude. Then threaten them with court action in as abrupt a manner possible. Then politely thank them for their time and state how much you're looking forward to hearing from them.

Think passive-aggressive. You want whoever reads the letter to think you're slightly unhinged - that you're not the sort of person who's going to pussyfoot around on this. A long, well-written letter, positively seathing with anger and bile, will go a long way to proving that you're just the sort of guy that has enough time on his hands and enough will to carry out his threats. If they believe you're going to take court action, then they're more likely to settle early and save you the hassle.

14 days later, if you've not heard anything, go here:

https://www.moneyclaim.gov.uk/csmco2/index.jsp

It really doesn't take long, maybe an hour of your time tops.

Don't be scared by it - you'll have to pay a small fee upfront, but you'll get that back if you're successful (remember to include the fee in your claim). In the highly unlikely event that you're not, take comfort in the fact that you will have caused John Lewis a good few hundred pounds in legal fees, or at the very least wasted one of their manager's days.

Don't worry if you don't think you have the right proof or you're unconfident of standing in court - it's really not that bad. Chances are, it won't go to court. John Lewis will want to settle. Be sure to accept the settlement and cancel the court action. Finally, write a second letter informing them what a bunch of scum-bags they all are.

thanks for a more than helpful reply happyandbored!

i've drafted the letter and will send it recorded delivery tomorrow.

i contacted john lewis a few days ago by email and they rang me back leaving an answerphone message.
they said as its out of the 28 day period, then i cant return it. and that i should contact apple,who i have, many times,everytime theyve fobbed me off onto local stores who wont fix my mac under warranty.
but i heard back from consumer direct and they suggested the same thing-write a letter sayin the goods weren't of satisfactory qualiy, see where we go from here!

i'll keep you posted, many thanks!

The 28 day thing is irrelevant - the thing about statutory rights is that they are statutory.

They may well call your bluff, so be prepared to file that court action. They may for example, ask for proof that the item was faulty from the beginning. You may not be able to provide that evidence - don't worry. Right back an angry letter outraged that they have accused you of lying and informing them that you have gone ahead with the court action. They may make you sweat a bit in the hope you will back down, but (if I wasn't skint) I'd be willing to wager good money that they will offer to settle shortly before the court date.

Don't accept any alternative from them, no matter how reasonable it seems. Nothing but the full refund you are legally entitled to.

By the way, it is absolutely not Apple's responsibility to deal with this. You purchased the computer from John Lewis', therefore legally your contract is with them. Since you are not returning the computer to Apple for repair, but instead rejecting the goods, the manufacturer's warranty is of no relevance.

*****

Lastly, I should at this point make clear I'm not a lawyer and there's no guarentee this will work! This strategy has worked for me numerous times however.

Good luck!

today i received my mac back from john lewis mac dealership whatever you call it, and theyve made the problem 10 times worse!
they wanted to charge me £85 to fix it, but i said no as it should be covered by my warranty. they fobbed me back onto apple head office again who i didnt call, as i knew what they'd say.
i managed to get my mac back without paying, only because i wasnt told that i had to pay a minimum of £57 no matter what, so i argued that i wasnt told, and now i've got it back.
but now the hinge is completely knackered, wont hold the screen at all! before it would hold then slowly drop, but now its totally broken!
what can i do?
i'm still writing to john lewis as i feel i'm entitled to a refund, this is just stupid

Are you a betting man?

Just take the f**kers to court!!!

John Lewis Stevolution

http://www.bbc.co.uk/consumer/guides_to/goods_wrong.shtml

Perhaps things have changed, but I'm pretty certain the bit about not being able to return goods unless within a short period of time is wrong. The issue for longer times is proving that the item was faulty from the very beginning.

i got this reply from john lewis -

Dear Mr Larke,



Thank you for your email which I have only received this morning.



I understand that the New Apple i Mac 2.16GHz Super Drive Desktop Computer with 20 Inch Monitor (11057403) has developed a fault.I can confirm that I will be unable to refund or repair as the item is under the warranty of apple Mac.



To conclude these matters I can appreciate the continued disappointment that has been caused on this occasion.Whilst I appreciate the comments you have made I have to advise that on this occasion a repair will have to be carried out.The number to contact Apple Mac on is 08708760753.



I appreciate this email may well cause further disappointment and apologise accordingly if this is indeed the case.



Yours Sincerely,



Michelle Craig,

Customer Relations Manager,

John Lewis Direct.


great.

Get filing that summons right away - like today. You may need to do a little research on the net on what jargon to use and read up on your Sale of Goods Act, but the point is to file *something* even if it is not the most legally astute document. Ultimately, you're doing this in the hope the idiots will settle and are just bullsh***ting you.

Send a letter back informing them that's what you've done. Make it clear that the imac did not develop a fault as they have incorrectly assumed, ***it had the fault there from the very beginning***. Therefore you are legally entiltled to reject the goods. Under Sales of Goods Act your contract is with John Lewis NOT Apple - you are not returning this for repair or under warranty, but are rejecting the goods. Tell them you're appalled with their service and nothing short of a full refund will be satisfactory now. Tell them you are not interested in any further communication since it seems they cannot even be bothered to read your correspondence properly - this is not a fault that has developed, but a fault that was present from the day you bought the machine, giving you the legal right to reject the goods. Unless they are prepared to settle, the matter will rest with the courts.

Remember: the most you stand to lose from this is about £30, or whatever the fee is these days. It will not stop you returning it to Apple if things don't go your way. However, even if it does go to court, small claims courts usually take the side of the underdog, especially when as in your case, he is in the right. They may wait until a day or two before to settle, in the hope you will chicken out. Once again, it really isn't that bad if it does happen. The absolute worse that can happen is that you lose your £30 - you are not liable for John Lewis' legal fees in the unlikely event they do chose to spend a grand on a lawyer over a machine which costs just a little under a grand.

The only thing you've done 'wrong' in all this, is not return the imac within John Lewis' self imposed limit of 28 days - that is not a legal limit, that's John Lewis' bulls**ting you. There's plenty of reasons why that may have happened. Make up some crap in the letter and really guilt trip them - make sure they know how hurt, upset, appalled you are by their behaviour.

It seems like John Lewis are trying to twist the scenario round to one where the fault has developed since you purchased the goods, rather than one which has been there from the beginning. If it was a fault which developed through wear and tear, then they'd be absolutely right, but they're not - they're being c**ts.

Just because you've kept the goods past 28 days does not mean that you've lost the right to return them. Just keep on making it clear that the item was faulty from the start and as a result, you are legally entitled to reject it and receive a full refund. Repeat it and keep on repeating it. If you can find the relevant quotes from Sales of Goods Act to back up your case, include them. Try writing the letter in size 48 Comic Sans - that will really scare them.

Most important of all now:

Make sure you file the court action otherwise you've got no chance of getting your money back.