To: Apple Computer Inc

Let me first apologize if this is a duplicate letter; I sent one to this morning, but then was pointed to PlanetFeedback by another customer as a means of contacting you.

I am writing in the hope that you will be able to address my complaint about the the reliability at Apple Computer Inc. This has caused me a great deal of frustration.

Here's why I'm writing. In March, 2002, I purchased an Apple Studio Display 17" LCD for $999. After almost exactly two years of normal use, the top half of the display went dim, and the power light began blinking, indicating a problem with the backlight.

An ongoing thread on Apple's discussion boards, currently with 355 posts, revealed that this is a fairly common issue with the 17" displays. Getting the display repaired (out of warranty) costs at least $500, which is a lot considering that a new monitor may be purchased for $700. The fact that Apple hasn't acknowledged this as a widespread problem is very frustrating. Since they haven't said anything about whether or not this issue has been fixed in the newer units, I am hesitant to spend the money on a replacement that may fail just as quickly as my current display.

I'm a bit surprised by this because I've been very satisfied with your company in the past. Most of your hardware has proven to be extremely reliable, and has lasted several years beyond its expected life. Despite this recent problem, I'll probably buy from your company again. Also, I might tell my friends about this negative experience, just so they know.

I would like to see Apple do several things to solve this problem:

Apple should improve the reliability of their displays. An LCD display should not be expected to last only two years, and it should not be necessary to purchase AppleCare for a guarantee.

Apple should publicly acknowledge this issue with the 17" Studio Display, and inform potential consumers as to whether or not this problem has been fixed in newer models.

Apple should lower its repair or replacement cost to a reasonable amount, at least for displays that have failed in under three years. I would be willing to pay $100 as I do understand this is an out-of-warranty repair.

Thank you for taking the time to read this. I look forward to hearing from you soon.