Back in November we reported on the news that some of Apple’s (s aapl) new 27-inch iMacs were turning up with shattered screens and dodgy “flashing” displays. At the time, the most plausible explanation for the physical damage was that the packaging designed to protect the machines during transit was insufficient. The crazy flashing? Well, that’s anyone’s guess.
Add to the mix an already-lengthy waiting period for order fulfillment and you get a fair number of frustrated customers wondering what they paid $1,700 for.
Over on the Apple Support forums there’s a mammoth (80+ pages!) discussion raging about the very issue. As though that’s not enough, one disgruntled iMac owner created this web site for reporting and tracking other instances of damaged 27 inchers.
Yesterday Apple did what it so very rarely does — apologized. Really: “We apologize.” Wow. I almost fell off my chair.
The apology (I can’t stop shaking my head in wonder as I type that word) was delivered by an Apple spokesperson to CNET and reads, in all its succinct glory;
The new iMac has been a huge hit and we are working hard to fulfill orders as quickly as possible. We apologize for any inconvenience or delay this may cause our customers.
Of course, there was no mention of the shattered glass problem. Not a word about blinking displays. But c’mon, you didn’t expect a full and frank confession did you? This is Apple. Still, as Engadget’s Vladislav Savov put it, “Some contrition is better than none.”