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Q: vertical lines - there for sure
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Nov 3, 2010 2:07 AMby towny,There is no doubt that Apple knows it has a problem. I think the issue here is the extent to which the individual you happen to discuss it with is aware of the problem, and also which territory you're in and the applicable consumer protection laws.
I have no idea what protection you have in California, but here in the UK we have a very long-standing piece of legislation called the Sale of Goods Act 1979, which was recently augmented by additional Europe-wide regulations that state a product must be free of manufacturing defects for the lifetime of that product.
That means it's very tough for a company like Apple to fob people off over here. Claiming that an LCD panel that is failing after 4 years is life-expired isn't going to get them very far. The question really is whether consumers are aware of the extent of their rights. Under the Sale of Goods Act there was always a kind of unwritten understanding that beyond about 12 months it was just tough luck, unless some sort of extended manufacturer or third-party warranty was in place.
As I said, I don't know how this translates to other parts of the world but regardless, Apple does know and has accepted that this is a manufacturing problem. One thing I would add, the Apple Store that has my iMac has stated that it is going to replace the LCD panel, not the graphics card. -
Nov 13, 2010 10:03 AMby Chris98vf,I just had the same problem, after doing some research I found out this was a known issue and Apple has started a WORLDWIDE warranty replacement program for any 17" LCD affected by vertical lines and as far as I know there's no expiration of this program. My warranty was up in August of 2007 and it's Nov 13, 2010 and it's getting repaired for free. If you call Apple they will not help you and try to charge you $49 for phone support, you need to take it to the Apple Store and don't take no for an answer. If it helps reference my case ID # 186751354 and they should see that this program exists. It was difficult for me at first to get them to help. -
Nov 13, 2010 10:52 PMby geremysaloha,My dad's Late 2006 17" iMac started showing a green line (though it changes colour depending on what's being displayed) on the display about a week ago. Today I took it into the Apple Store (Fairview Mall, Toronto, Canada) and after the Genius ran the routine diagnostic tests, she told me they'd replace the LCD for free (parts and labour came up to $869 on the invoice) because the line is a known issue with the LCD panel used. The replacement panels do not suffer from the issue.
I would have loved to pay the difference of the repair to have the old, slow iMac replaced with a new 27" iMac, but I can't complain about free repairs for a computer that was out of warranty three years ago! -
Nov 15, 2010 6:06 AMby james999111,Hi
I have just purchased a used iMac 17" off of ebay.co.uk It was very cheap and in the item description the seller mentions that everything works fine except for 2 thin lines running down the screen. The seller had picture of the lines and they didn't bother me for the price.
If only I had found this topic/worldwide problem before purchasing! My question is, regardless of the iMac being used if registered in my name will I get a free repair (if i push it) on just 2 lines? Some of the posters on here are reporting half the screen gone etc.
I am in the U.K and the U.K posters here have given me all the ammo, can it being used really effect the free repair?
Finally what do you recommend I do? call first? just take it in to local apple store?
Please help me
Thanks -
Nov 15, 2010 6:14 AMby towny,James,
I do not believe that Apple holds a record of who the original purchaser of an iMac is, unless you take out Applecare or have some reason to make a warranty claim within the first 12 months of ownership. TBH in your shoes I would simply disregard the fact that it's secondhand unless they specifically put it to you. At that point, it's your conscience, not mine!
While I have had iMac repairs done at independent, Apple-accredited places before now, for this particular issue I would recommend going to an actual Apple Store. You have a better chance of finding someone who is both familiar with the problem and authorised to arrange a free repair without having to refer it to someone else first.
Hopefully you have an Apple Store reasonably close to you ... call it direct and hold on the line to talk to someone. Tell them you have the 'famous vertical lines problem', you're aware that Apple is repairing it FOC, and ask for an appointment at the Genius Bar.
Good luck! -
Nov 15, 2010 8:59 AMby towny,Not sure how that could be the case - this issue affects iMacs built in the early part of 2006 with a fault that takes between 12 months and 4+ years to become apparent.
If you have an iMac that's just 4 months out of its warranty, it was presumably purchased in July of 2009 ... or are you talking about the expiry of your Applecare? -
Nov 16, 2010 5:40 AMby james999111,Hi Towny,
Thanks ever so much for your advice. I live quite near a store so I'll give them a call. Just out of interest, if I were to call apple direct and bring up the problem what would happen? Why do you advise dealing with a store?
I can't believe there's no online repair program for this issue! -
Nov 16, 2010 5:45 AMby towny,It's nothing specific to Apple, just that in my experience the person who answers the phone in a call centre (and by that I mean any call centre, whether here or Banaglore or anywhere else) is rarely empowered to authorise free repairs, especially not ones that cost in excess of £300 (which this one does).
Of course they may do the right thing and refer it immediately to a supervisor who can authorise it ... on the other hand they may simply deny all knowledge of the issue and leave you redialling until you eventually talk to someone who does understand what needs to be done.
But the biggest reason as far as I'm concerned is that you're going to have to take it to an Apple repairer to get it fixed anyway, so why not go straight to them? -
Nov 16, 2010 1:10 PMby Huss417,Well wish me luck. I have the vertical line as of today. It was there for a while. About 3 inches in from the left side and goes from top to bottom of screen. I called the Apple Care number first but wasn't going to pay $49.00. Called the Mac store and they told me to bring it in tomorrow. I printed off a couple of pages here where people are having this covered through Mac. My serial number starts with W870 so hopefully I will get the same service you have received. -
Nov 16, 2010 7:22 PMby Dah•veed,The replacement panels do not suffer from the issue.
From your mouth to God's ear. That is not the case. My new display developed its first line less than two hours after I got home from the authorized repair center. The second display is going on a year and 2 months. Others here have had similar experiences with new displays showing the same issue. -
Nov 16, 2010 7:49 PMby Dah•veed,Always take notes when you speak to Apple Care; get names and positions, as well as summarize what they tell you.
To those of you running into Apple Care Call Center personnel who are trying to change you for the call, politely, but firmly inform the level one representative that you have an Early '06 iMac with a known faulty display issue, that Apple has a no charge repair program and ask to have your call immediately escalated to Apple Customer Relations.
If anyone tries to blow you off, or you are not having your call passed to Customer Relations, remain polite but firm and become a broken record asking for your call to be escalated to Customer Relations. CR reps have information on all Apple repair programs and are empowered to make Apple's customers happy. -
Nov 19, 2010 9:18 AMby darkstar19,I also have an older iMac Intel-based purchased in July 2006. Just noticed a vertical blue line on the monitor two weeks ago. After reading these posts I called up Apple Care in the United States and explained my problem. Ray couldn't have been more helpful. He asked a few questions; looked up my iMac's serial number; and sure enough my machine qualified for a free repair. Before you call Apple you should try to reset the PRAM and the SMC (very simple procedures) to see if that will resolve your line problem. If not, I would encourage anyone who has this problem to check with Apple Care to see if their computer qualifies for a free repair. Clearly my computer is well out of warranty and I'm so pleased that Apple has stood by their product on this one. I couldn't be more pleased with the service I have received from Apple now and in the past too. We've owned five Macs (still have four of them) and we love them. Thanks Apple!
