I recently upgraded two late 2015 iMAC 27" 5K Retina computers with OWC upgrade kits. I'm not a novice and have upgraded several iMacs and MacBooks with OWC products. I am extremely meticulous with my installs, right down to ensuring the removal of the old adhesive tape and the surfaces cleaned thoroughly. My company just authorized an ongoing upgrade program for all of our MACs. Long story short. After about one week of the install, one of the 27" iMac's LED Screen fell forward, without external disturbance, and seriously cracked the glass. After examining the components, it was apparent that the adhesive tape failed in several sections along the edges. Within two days after the first iMAC screen crack, the second one fell forward while my coworkers and I were on a zoom meeting. It too cracked beyond repair or use. Keep in mind; I consider my skills and experience as advanced. I've been repairing PCs since the IBM Clone days. After installing the screens, I apply palm pressure along the edges to ensure bonding and set the iMacs on their backside overnight to be sure.
Given that OWC has been in business since the '80s and their ongoing growth and success, I expected a reasonable resolution. I figured they probably changed tape vendors this year, or perhaps I received a tape kit from a lousy product lot. When I called customer service, their representatives assured me that OWC would take care of me. That's what their website reads "Commitment to Exemplary Customer Service." I expected no less. However, after activating my case, I had to call daily, send photos and emails. I even ask them to consider offering me a discount on refurbished LED Screens. The reply I received from the Lead Support Team was this was a result of a faulty install. Thier observations of my photos concluded that I had not removed the old tape, and the screen cracks resulted from prying pressure. WHAT? I continued climbing their customer service ladder and reached a supervisor. From the beginning of our conversation, it was apparent that OWC was not accepting any responsibility. I pointed out that their install videos fail to caution the user to be mindful of the possibility of adhesive tape failure and how to prevent it.
The bottom line here is that I want the consumer to know about this quality problem and how OWC will respond. The supervisor offered to sell me two screens at $600 each after I already spent over $1400 on this purchase, not to mention the thousands of dollars in previous orders. Their SSD and memory products are good, but they sell a kit that includes low-quality adhesive tape. PROCEED WITH CAUTION!!!!
Given that OWC has been in business since the '80s and their ongoing growth and success, I expected a reasonable resolution. I figured they probably changed tape vendors this year, or perhaps I received a tape kit from a lousy product lot. When I called customer service, their representatives assured me that OWC would take care of me. That's what their website reads "Commitment to Exemplary Customer Service." I expected no less. However, after activating my case, I had to call daily, send photos and emails. I even ask them to consider offering me a discount on refurbished LED Screens. The reply I received from the Lead Support Team was this was a result of a faulty install. Thier observations of my photos concluded that I had not removed the old tape, and the screen cracks resulted from prying pressure. WHAT? I continued climbing their customer service ladder and reached a supervisor. From the beginning of our conversation, it was apparent that OWC was not accepting any responsibility. I pointed out that their install videos fail to caution the user to be mindful of the possibility of adhesive tape failure and how to prevent it.
The bottom line here is that I want the consumer to know about this quality problem and how OWC will respond. The supervisor offered to sell me two screens at $600 each after I already spent over $1400 on this purchase, not to mention the thousands of dollars in previous orders. Their SSD and memory products are good, but they sell a kit that includes low-quality adhesive tape. PROCEED WITH CAUTION!!!!
