I own a 24″ iMac since March. For me going to a desktop as my main computer was a big deal since for years I had a laptop as my main computer. In recent history that has been either an Apple Powerbook or Macbook. When I calculated the cost of a new 24″ or larger LCD and a new computer I made sense to just get an a desktop. With my current job I was using the company issued laptop anyway so I needed portability less. The new 24″ iMac was a logical choice. It wasn’t as expensive as going with a dedicated computer and a large monitor. It also packed enough power that I would be happy for the time being.
Before the summer started I started to notice issues with the display on my iMac. At first i thought it was me. Then over time it looked like there were horizontal lines on the display. I thought something was wrong with the display but didn’t want to deal with calling in for support and then being without my computer for a while so I did what any good procrastinator does I put the issue off a bit. By the middle of the summer the issue started to bother me more and more. Partly because I was noticing it, and partially because for the amount I paid for this computer it should be working normally. But my annoyance aside I noticed something else with the display. It wasn’t that I was just seeing lines on the screen. At some times I was seeing burn in of items that are no longer on the screen. If you don’t know what burn in is, it is when you leave something on the screen long enough that even when you move it there is still a remnants or ghost of the object on the screen. It was an issue way back when with old CRT monitors, and is a problem with Plasma TV’s today. Up until this computer I have never seen it with an LCD. I am someone who has managed hundreds of desktop installs (with flat panels of all types and sizes) for companies, and I have owned at least a half a dozen or more flat panels personally over the past 9 years so I hope I know what I am talking about.
Surprised by what I found I put a note down to call Apple and see what I can do to get this fixed. The computer is after all just 6 months old as of this writing. After some more procrastination I finally called Apple last weekend. After two or three troubleshooting attempts by the support guy on the phone it was determined that he can’t do anything for me and I should take the computer to an Apple Store so they can look at it. I wasn’t too happy about that since this thing is not something I can throw in my bag, but I scheduled an appointment with the Apple Store in Soho and took it in on Saturday.
After a few minutes of seeing what I was talking about the tech went away for a few minutes and came back to tell me that the issue is in fact burn in, but the warrantee does not cover that since it is preventable. I was a bit surprised by that so we discussed the issue for a bit and he offered to bring his supervisor out to discuss. For one I will give them points for that. Usually getting a manager or supervisor is a painful task. The lead came out (I have their names but I am leaving them redacted for now since this is an ongoing issue) and we talked about the issue. They both claimed that burn in does happen on LCD’s but is rarer than with Plasma. I told them that is great but I have used flat panels like the way I use my iMac for years and never had this problem. Now with my iMac I can have a window up on screen and only after a few hours does it burn in. I have left my LCD tv on pause for hours before without any issues. It is an LCD! I explained my previous work and personal experience with LCD’s and how I am very surprised by this. They insisted the issue was preventable with power management and screen savers. Now I use a screen saver (maybe i could turn the settings from 30 minutes to 5, but come on) and whenever I don’t use the computer I have the top left corner as an action to put the display to sleep so I don’t know how I can do more.
After hearing what they had to say I questioned them that basically my normal day to day use of this computer will cause burn in, since when I am working from home I will use it from 8-10 hours a day and during that time I have IM windows and a twitter feed up on screen all the time, yet according to their assessment that is enough time to burn in the display (and my usage has shown that to be true) and they claimed that to be the case, and their recommendation was for me to minimize windows I am not actively using. Now I thought that was a total cop out answer. Come on. I have personally done the same exact things on many other LCD displays with NO issues. Heck when I go into the office at work I the exact same thing with no issues. Why is it that this is such a major issue but only affecting my 24″ iMac. I have another iMac I use for a media center and I don’t have the same issue with that one. I am still baffled by their stance on this.
The two gentleman I spoke to offered to escalated the issue to their engineering team. I asked them if that was possible and they took my information and are in the processes of doing just that. I will give both people I dealt with credit. They were helpful, and friendly the entire time I spoke with them. After I articulated my issues with what they were saying they offered to escalate and so far are doing so. I just can’t believe that Apples stance is basically I am using the computer wrong.
I am writing this on Monday evening. As of yet I have not heard back from Apple on the escalation. I will follow up tomorrow. Since my visit to the Apple store Saturday I went online and did some research about LCD burn in. Apparently it is not totally uncommon but still seems like a rare thing. I tried something that Apple themselves suggested to counter act the issue and it worked a little but the problem is still there. I also worked from home today and noticed that for a while I could see a bit of burn in from a window I had open for maybe 3 hours that day. No one can tell me that 3 hours of something being on the screen is acceptable for burn in to happen. It just blows my mind that is what I am being told! I await an update from Apple, and will update this post or create a new one when I do!