gidnitacs

Q: Vertical line issue - How can we get Apple to address this?

Hi guys,

As can be seen in this forum (and a lot of other forums, as well), a lot of people are experiencing this problem on their 17" iMac G5 with iSight. Here are some pertinent details (which may be familiar to a lot of people but can be a primer for those who are just starting to experience the problem):

1. For most of us, these lines started appearing between 13-15 months after they purchased them. The lucky ones either had these failures occur during the first 12 months, or had APP.

2. The majority of these units can be traced to the Shanghai factory W8 (enter your S/N in this website to get the manufacturing information of your unit: http://www.chipmunk.nl/klantenservice/applemodel.html).

3. A similar issue occurred (or is occurring) with 17" PBs. From what I have read on the Apple PB forums, it seems that this has been a long standing issue and Apple has SUPPOSEDLY attempted to censor some of the posts discussing this. Note that these units can also be traced back to the same Shanghai factory.

4. The "iMac G5 Repair Extension Program for Video and Power Issues" which certain people have always been referring users to on posts discussing this type of problem obviously refers to a totally different issue (http://www.apple.com/support/imac/repairextensionprogram/) and is applicable only to first gen iMac G5s. I'm sure that everyone appreciates it but, at this point, it is quite clear that it is not the solution to our problem.

5. Based on the number of posts discussing this very same problem in the Apple forums, it is pretty obvious that these are not isolated issues. There are too many similarities (time of failure, how the numbers of line increase over time, manufacturing source, etc.)

6. Some people have suggested that unstable power sources may be the primary cause of the problem. However, based on the locations of the people with these problems who have posted in this forum, it seems unlikely. From what I can see, the problem happens whether you are from a highly industrialized country (where a stable power source can be expected) or a developing country (where power sources MAY be more unstable).

7. Apple has typically responded (to anyone who has taken the time to write or have their iMacs inspected) that this is not a known manufacturing defect issue. As such, the cost to repair this problem, which can go up to USD 500, will have to be borne by the owner.

8. Based on posts of some people who have had their units repaired, it is the LCD that has to be replaced. This is also supported by posts from people who have resorted to purchase a separate display as a workaround.

Now, the question is, *how do we get Apple to address this issue*? Do we all start writing Steve Jobs about it? Do we go to the press? Should we put up a website and Digg it to death? A spoof video on YouTube? MySpace? Or will we just suffer in silence? Suggestions anyone?

P.S. Suggestions that involve any sort of violence or industrial sabotage are not acceptable, please.

Note that Ale_Tog has put up a Flickr page where we can post photos of our poor iMacs. Just send the photo to ale_tog@hotmail.com with the subject "Dead pixels on iMac". No text, just the photo attachment. (+Ale_Tog, if you read this, I hope you don't mind me posting this here. Also, I suggest that we at least put the first 5 chars of the serial number, the factory information which can be retrieved on the link in #2 above, and which country the unit is based.+). I highly recommend that everyone send a photo to show that these are not isolated issues.

To get an idea on how many people are experiencing this problem, here are a list of posts in these forums, as well as others, discussing this issue (feel free to add to this):
http://i7.ebayimg.com/05/i/000/b2/75/2e8d_1.JPG
http://i16.ebayimg.com/06/i/000/b2/75/2ee5_1.JPG
http://i12.ebayimg.com/07/i/000/b2/75/2faf_1.JPG
http://discussions.apple.com/thread.jspa?threadID=974094
http://discussions.apple.com/thread.jspa?messageID=5146382&tstart=0
http://www.macusersg.org/forums/index.php?topic=40998.0
http://discussions.apple.com/thread.jspa?threadID=607522&tstart=180
http://discussions.apple.com/thread.jspa?threadID=463075&tstart=270
http://discussions.apple.com/thread.jspa?threadID=197560&tstart=360 (this is about dead pixels, but one person reported a whole line)
http://discussions.apple.com/thread.jspa?threadID=292889&tstart=390
http://discussions.apple.com/thread.jspa?threadID=293895&tstart=390
http://discussions.apple.com/thread.jspa?threadID=279138&tstart=420
http://discussions.apple.com/thread.jspa?threadID=197630&tstart=465
http://discussions.apple.com/thread.jspa?threadID=197745&tstart=510
http://discussions.apple.com/thread.jspa?threadID=197741&tstart=510
http://discussions.apple.com/thread.jspa?threadID=197641&tstart=585
http://discussions.apple.com/thread.jspa?messageID=4227335&#4227335
http://discussions.apple.com/thread.jspa?messageID=976574&#976574
http://discussions.apple.com/messageview.jspa?messageID=4369582&stqc=true
http://discussions.apple.com/thread.jspa?threadID=778470&tstart=0

Please start sending your suggestions. The more the many-ier!

17" iMac G5 1.9ghz with iSight, Mac OS X (10.4.8)

Posted on Sep 23, 2007 5:56 AM

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Q: Vertical line issue - How can we get Apple to address this?

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  • by jcsuperstar,

    jcsuperstar jcsuperstar Dec 7, 2009 3:51 AM in response to gidnitacs
    Level 1 (14 points)
    Dec 7, 2009 3:51 AM in response to gidnitacs
    Yes, my issues were also fixed by contacting my Apple dealer in The Netherlands. If you go to the store you bought it at and they laugh in your face, just refer them to this thread and appropriate action will be taken.
    Good luck, Jan
  • by clareabelle,

    clareabelle clareabelle Dec 9, 2009 9:53 AM in response to gidnitacs
    Level 1 (0 points)
    Dec 9, 2009 9:53 AM in response to gidnitacs
    GOOD NEWS PEOPLE....

    So i got the yellow line thing today - top to bottom of my imac G5 isight computer - which I bought 3 1/2 years ago - everything matches what everyones been saying... and sadly I didnt get apple care or anything and have been fearing the worst all day....

    BUT I've just got off the phone to a very nice man at Apple Support (I was redirected to him as he was a senior member of the team who had the authority to action this kind of thing) - after explaining the problem and the forums I'd been reading here, he came back to me and said my computer would be repaired free of charge by Apple and they were well aware of the problem. So happy days people - maybe its because its Christmas but don't be sad and try giving them a call.

    Good Luck.
  • by Maximilian S. Maurer,

    Maximilian S. Maurer Maximilian S. Maurer Dec 11, 2009 7:09 PM in response to clareabelle
    Level 1 (0 points)
    Dec 11, 2009 7:09 PM in response to clareabelle
    So I took my iMac G5 + iSight with vertical line issues to an Apple Store and I talked them into repairing it free of charge. Great!!

    But when I got it home (1.5 hours from the Apple Store), the iMac had some noticeable issues...

    First off, as soon as I turned it on, the white LED on the front bezel looks as if something is covering part of it - like a half moon.

    When I log into the Mac, there is a noticeable 5 second freeze (cursor) before the desktop appears.

    And the fans make different noises... maybe different speeds or different fans altogether...?

    The Apple Store replaced the screen and the logic board of the iMac G5 1.9 Ghz running 10.5

    My concern is that since the repair was free of charge, they were quite sloppy with the repair job. Just curious if anyone knows anything.

    Thanks,

    Max

    Also, just noticed this. While using the iMac the entire screen will - occasionally - fade to blue (like the blue screen seen on start-up) and then quickly fade back to the screen as it normally looks... Not really sure what's going on, but it doesn't seem to be normal.

    Message was edited by: Maximilian S. Maurer
  • by Dakota,

    Dakota Dakota Dec 11, 2009 7:17 PM in response to Maximilian S. Maurer
    Level 3 (970 points)
    Dec 11, 2009 7:17 PM in response to Maximilian S. Maurer
    I would very much doubt that the person doing the repair knew it was a free repair or would care if he/she did.

    That said, 1.5 hours or not, if not 100% satisfied I would first call them with your concerns and then bring it back, for a show & tell. Good luck.
  • by ramasay,

    ramasay ramasay Dec 17, 2009 9:50 AM in response to gidnitacs
    Level 1 (0 points)
    Dec 17, 2009 9:50 AM in response to gidnitacs
    Ok having seen this thread

    http://discussions.apple.com/thread.jspa?threadID=2094622&tstart=15

    I booked an appointment, took my imac to the Manchester shop, who fired it up,
    checked serial no. and said they would replace the screen. No charge. Did'nt even have to show them the printouts of these discussion boards. Replace in six days!

    My imac is 4 yrs old today!. So in 4yrs it has had a new logic/motherboard and HD at 2yrs 11mths, (extended warranty) and the screen at 3rs 11 mths. Not good enough.

    Thanks to all
  • by Toffees49,

    Toffees49 Toffees49 Dec 17, 2009 4:52 PM in response to ramasay
    Level 1 (0 points)
    Dec 17, 2009 4:52 PM in response to ramasay
    Hi Guys. I have the same vertical lines problem with my g5 imac iSight.
    Just a quick question - i go the computer second hand a year ago, and it won't display the serial number, it says 'SystemSerialNumb' (which i hear may be due to a previous logic board replacement in the past that I am unaware of).
    Do you think it's worth booking an appointment with my local genius bar (probably Birmingham) to get the problem looked at, or do I need a relevant serial number for them to listen to me?

    Cheers, Steve
  • by Doug at machelpla.com,

    Doug at machelpla.com Doug at machelpla.com Jan 8, 2010 4:34 AM in response to Toffees49
    Level 1 (0 points)
    Jan 8, 2010 4:34 AM in response to Toffees49
    Apple is fixing my clients 4 year old iMac with the same problem. I called their tech support line, referred them to this thread and the repair was authorized.

    I would definitely take the computer in. The serial number should be on the bottom regardless of the logic board.

    Good luck!
  • by Grant in Leeds,

    Grant in Leeds Grant in Leeds Feb 2, 2010 12:05 PM in response to clareabelle
    Level 1 (0 points)
    Feb 2, 2010 12:05 PM in response to clareabelle
    Hi,

    Was the repair completed as promised? Where was it carried out? Phoned previously and visited Meadowhall Apple store with no luck some 12 months ago!!

    Would appreciate your input.

    Grant
  • by Toffees49,

    Toffees49 Toffees49 Feb 4, 2010 6:32 AM in response to Grant in Leeds
    Level 1 (0 points)
    Feb 4, 2010 6:32 AM in response to Grant in Leeds
    Hi Grant.
    Having located my serial number I booked an appointment at the Liverpool Apple Store, they looked at it and sanctioned the repair for free within 5 minutes, a week later i picked up the Mac, which had been fitted with a new logic board and display. Mine was an early 2006 1.83ghz Intel iMac and i had no problems. I think they just check out your serial number and sanction it.

    The chap did say as it was more than three years old it might not be free, then quickly changed his mind after tapping a few things in to his computer. Good luck getting yours fixed.

    And thanks a MILLION to everyone on here whose advise encouraged me to take my machine in.
  • by Latentexistence,

    Latentexistence Latentexistence Feb 9, 2010 3:44 AM in response to gidnitacs
    Level 1 (0 points)
    Feb 9, 2010 3:44 AM in response to gidnitacs
    My wife has an iMac G5 bought November 2005, and a pink vertical line appeared on it about three months ago. Yesterday another appeared, and I came across this thread while trying to find information about it. I called Apple on 0844 2090611 just now and after a couple of minutes (and mentioning this thread) they agreed to repair it! I am taking it in to AT Computers in Tewkesbury tomorrow.
  • by sumocomputers,

    sumocomputers sumocomputers Feb 9, 2010 2:25 PM in response to gidnitacs
    Level 1 (80 points)
    Feb 9, 2010 2:25 PM in response to gidnitacs
    Just my Success Story (sort of) on an Intel iMac 17" bought in Jan 2006 with a single vertical green line almost in the middle of the screen.

    I followed the suggestion here to call in and just get an appointment made at a Genius bar via the Phone Rep. For fun, I went ahead and asked how long he had been doing support, and had he ever heard of this problem. Of course the answer was no....not really....not on the Intel machines. Of course this was typical CSRs trying not to admit too much. No worries CSR guy, I don't really need you anyway.

    Anyhow, on to the Genius Bar. Talked to the guy, right away mentioned this was the "Infamous vertical line issue". I even cited this thread, and the online petition, etc. He of course looked puzzled, and saw the line, and then said he would go to the back and "See what he could do to help me out". A few minutes later he returned and explained:

    "This type of issue is because LCDs simply fail after time. Your machine is 4 years old. However, we will make a one-time exception and repair it for you. Also, no other parts will be covered."

    Should be picking up my machine with replaced LCD in about 3-5 days.

    I am not thrilled with reluctance to admit such a known failure by both the Phone rep and the Genius, but in the end, I got the result I wanted. I was never rude, but was confident, and said things in an asking way, like "I sure hope you can help me out/take care of me on this", and I think it helped a bit. After all, this thing has lasted over 4 years, and in my book, that is about 1 year longer than I usually keep stuff.

    Dam, now I can't justify buying a new 27" iMac...Oh well

    This was at the UTC/La Jolla Store in San Diego, CA.
  • by eaglewhite,

    eaglewhite eaglewhite Mar 2, 2010 10:40 AM in response to gidnitacs
    Level 1 (0 points)
    Mar 2, 2010 10:40 AM in response to gidnitacs
    Hi all,

    Upon start up the gray apple screen appeared to have some faint horizontal lines making a pattern across the whole screen. The desktop then appeared OK, but as I was browsing the web, the same faint light blue horizontal line patterned began to show up all across the screen. Also some thicker light green and pink bands of color running horizontally across the screen.

    I ran the Apple Hardware Test from my OS 10.4 install disk. During the Hardware test, some peculiar short vertical black marks/dots began to appear in the hardware test dialog windows. This is the first time I have seen this. The Hardware test showed a Video RAM Error Detected. These type of black marks/dots seem to be described in this thread: http://discussions.apple.com/thread.jspa?threadID=1874655&start=0&tstart=0

    In this thread called, "Topic : Small lines / dots over parts of screen," about a half dozen people said the genius bar told them their Logic Board needed to be replaced. Around six other people also verified having a Video RAM error.

    Two people said having their LCD screens replaced fixed the problem.

    Has anyone fixed the Vertical Line problem just by replacing their LCD screen? Or must the whole Logic board be replaced in order to fix this vertical line problem? Is the other thread I mentioned describing the 'small lines/ dots on the screen' linked somehow to this Vertical Line issue?

    My serial number starts with QP523.
    iMac G5, 2GHz
    Purchased August 2005

    With my machine being almost 5 years old, is there any chance Apple will fix it for me at no cost? I did not purchase Applecare but only a 2 year additional store warranty from Fry's Electronics.

    In the meantime I will clean all the dust out from the inside of the iMac and:
    Reset the PRAM and PMU
    Do the LED light test....(my first time on this, will need to research how)
    Visually inspect the "Capacitors"
    Visually inspect the Logic Board

    Is there anything else I can do?

    Eagle
  • by eaglewhite,

    eaglewhite eaglewhite Mar 3, 2010 6:41 PM in response to eaglewhite
    Level 1 (0 points)
    Mar 3, 2010 6:41 PM in response to eaglewhite
    This thread shows images of what my monitor malfuntion looks like.

    http://discussions.apple.com/thread.jspa?messageID=6675904

    This horizontal checkered pattern of lines appears lighter on my screen. According the poster, the checkered pattern was caused by a failed logic board. He said his computer "worked like new" after the logic board was replaced. Said he was greatful for Applecare.

    I also have some thinker pink and green lines/bands appearing across the screen. After researching, this might possibly be the LCD monitor going bad.

    But I might have a slow dying Logic Board.

    Thanks for any input you may offer.
  • by Baby Boomer (USofA),

    Baby Boomer (USofA) Baby Boomer (USofA) Mar 8, 2010 9:11 AM in response to eaglewhite
    Level 9 (57,660 points)
    Mar 8, 2010 9:11 AM in response to eaglewhite
    "Thanks for any input you may offer. "

    You have no other recourse but to take your computer to a repair shop. Or search the forums for DIY instructions & where to purchase the parts if you do not want to go the repair shop route.





    !http://i50.tinypic.com/izvwo1.gif!
  • by Preem,

    Preem Preem Mar 9, 2010 7:12 PM in response to gidnitacs
    Level 1 (0 points)
    Mar 9, 2010 7:12 PM in response to gidnitacs
    * while browsing the discussion forums some time ago, i saw this topic and read a few of the posts. i thought i had been lucky as i never had a vertical line problem although my serial number is 'w85xx'. however, a few days ago i got my first thin, pale blue line on the left side about 1 5/8" from the edge.

    * although i purchased the imac in the u.s., i have lived in brasil for the last 4 years, using the imac for about 3 of those years. there is an apple store in rio about 90 minutes away, which i will call for some help. i don't know if there is a 'support center' here or not, but will find out from the store.

    * there was a brasil poster from about 2 years ago, so this request is directed to him\her. were you able to have the lcd and\or logic board replaced at no cost? has that cured the problem or has it returned? muito obrigado!

    \\ p-1

    <Edited by Host>
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