Apple service damaged and didn't fix my '20 iMac

[Peet_B]

Last week I handed over my 2020 27" iMac to Apple Support to get some repairs done. The issues I had were continuously failing WiFi, GPU kernel panics and a crackling and smelly PSU. A few days ago I received an e-mail that they found the issues with the WiFi and GPU to be a faulty logic board and that it needed to be replaced. They tested the PSU but found no faults (which I found weird because it definitely smelled like electricity and made disturbing noises).

Fast forward to yesterday when I got an e-mail that I could come and pick it up because it was repaired... After picking it up and unpacking it at home I found there was a big and deep scratch on the stand, multiple deep scratches in the glass of the display and damage to the black bezel of the display (presumably from opening it up). I handed in my iMac in showroom condition, with not a single scratch or whatever, since I'm very careful with all of my (and other peoples) stuff. I was quite angry when I saw what had been done, which was made worse when I turned on the "repaired" iMac for the first time.

After pressing the power button I was greeted with my still crackling PSU... The main issue why I handed in my iMac for repairs in the first place. My iMac was repaired by an Apple authorised repair centre (since an official Apple store is a 2,5 hour drive for me) and Apple even made the appointment for me.

Is there anything I can expect from Apple to fix my issues? Is it weird that I demand a iMac that is in exactly the same cosmetic condition when I handed it in? I know this might sound like whining to some people, but it's a big deal for me, especially since I'm so careful with all of my stuff. Next to that, I don't really have a lot of trust in the repair they did since they messed up the outside so badly...

What can I do?

 

[Rapp]

My first port of call would be to contact Apple to highlight your concerns and take it from there.

 

[Nguyen Duc Hieu]

I know this might sound like whining to some people, but it's a big deal for me, especially since I'm so careful with all of my stuff. Next to that, I don't really have a lot of trust in the repair they did since they messed up the outside so badly...

What can I do?

There is nothing you can do but contact Apple about the issue. You can try asking them to arrange for another service center/technician, plus replacing the LCD panel.
Your iMac are still covered in warranty.
Purchase Apple Care plus maybe another thing to consider, as your iMac tend to get worse again.

 

[poked]

I would contact Apple and demand the situation be fixed. Not rudely, but firmly. If it was just purchased, there is NO WAY that it’s acceptable for them to have ruined the look of your computer and not addressed the issue at all. The fact they didn’t fix it means you may have to just bite the bullet and drive out to get it repaired at an Apple store.

 

[nambuccaheadsau]

Bit late now but whenever I have put my Macs (since original LC) in for attention have always taken pics of the units condition.

 

[Apple_Robert]

If you have any pictures or video showing the condition prior to sending to Apple, make Apple aware that the condition received from repair is unacceptable. Be polite but firm that the situation needs to be properly rectified.

In the future, never leave the store without checking your device thoroughly after a repair. That way you have witnesses.

 

[wilberforce]

You should expect the machine to be returned in the same condition it was given to them. It is up to Apple to prove they did not damage it, not up to you to prove they did.
Best practice for repair facilities is to record, by photos or notes, any damage when it is received for repair. This way they can document and prove that any damage is not caused by them. For example, when I take a car in for service or repair, they often take photos of pre-existing dings, scratches, etc.