Apple Computer Inc Complaint - New iMac Computers scratching CD's & DVD's !!!!!
I have been a Mac user for many years and generally love the machines but I must warn potential buyers of a problem they may experience. I recently received my new top of the line iMac i7 which is an impressive computer, 27" screen, slim design, wireless keyboard and mouse. The design seemed flawless until I attempted to rip a one of a kind, personal DVD for a family member. It was of a medical nature and she wanted to use a small portion of it for a lecture. I inserted the disc and found that the computer was having trouble playing it. Upon ejecting the disc I noticed a series of parallel scratches running across it's surface. After some time investigating I determined that when a disc is inserted into the iMac computer it has to be done very gently and at a perfectly straight angle. Otherwise the surface of the disc scrapes across the extremely sharp metal slot cut out of the body of the computer that acts as the guide, or "doorway" for the disc. I tried several blank discs and found the scratches on each one. I could possibly avoid scratching them by being extremely careful but could not guarantee that a disc would be unharmed. I contacted Apple immediately and thus began a lengthy attempt to explain the problem to tech support over the phone. They seemed to think that replacing the drive would solve the problem even though I carefully described the problem as not being with the drive but with the sharp narrow metal loading slot. I figured I could try gluing some felt over the side that comes in contact with the discs but am afraid of voiding my warranty. I assumed that a problem of this magnitude would be taken seriously by Apple and I assumed a fix would be coming in the form of a thin plastic sleeve insert or a felt strip with double stick tape on one side. I certainly thought that the problem would raise concern but my problem was never solved. On at least two occasions I was met with Apple employees over the phone and in a store saying "well, what would you like me to do about it?" I explained that I felt that was for them to figure out, or that at least they should direct me to someone who could help me. I asked that my problem be forwarded to the design team, not only for a possible solution but also to alert them to the issue as early as possible. An e-mail was sent back to my Apple case file from an Apple engineer stating that I would just have to learn to load my discs straight into the computer. Although I have dealt with some very friendly people at Apple I also spoke with some extremely unhelpful employees and I am left with a pretty bad feeling about the way I was treated and that my problem was never resolved. I went on message boards to see if others were experiencing the same problem. One guy started trying to import his CD's into iTunes and only after the sixth disc was found to be un-readable did he discover that they were being scratched beyond readability. Imagine the cost and inconvenience to everyone who loses data...either irreplaceable or expensive. I expect more from this company and as an investor with Apple stock, I have to say...this doesn't cut it.
I would like to warn people interested in purchasing an iMac that this may be a problem for them, and that they should check out the machine carefully with blank discs, in a real use situation which does not involve precise robotic handling of disc insertion and removal. I would also like a solution.
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