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

Close

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

  • All replies
  • Helpful answers

first Previous Page 23 of 30 last Next
  • by MPMontreal,

    MPMontreal MPMontreal Jan 29, 2011 11:39 AM in response to gidnitacs
    Level 1 (0 points)
    Jan 29, 2011 11:39 AM in response to gidnitacs
    I have 3 VERTICAL lines on my iMac G5 (W8 Serial #)17″ screen, two of which appeared in the past 3 days.

    I just got off the phone with technical service and they are replacing the screen free of charge. Make sure you speak to a Senior Technician or you won't get anywhere. This is an open case on Apple.com, all cases will apparently be fixed. Good luck!
  • by Dominik L.,

    Dominik L. Dominik L. Jan 29, 2011 6:46 PM in response to gidnitacs
    Level 1 (0 points)
    Jan 29, 2011 6:46 PM in response to gidnitacs
    Hi All,

    Yes, very disappointing from a company like Apple that they don't take responsibility! From reading through the forum looks like I am "lucky" - lines appeared after 5 years. Within two months I have 2 yellow and one blue line.

    And yes: W8 (Shanghai China)

    I really enjoy Apple products (iMac / iPods.. / iPad) and so far have never been let down by the quality and service.

    Did anybody have success in getting this repaired as a "recall"?
  • by Mickael Neuhaus,

    Mickael Neuhaus Mickael Neuhaus Feb 12, 2011 6:22 AM in response to gidnitacs
    Level 1 (5 points)
    Feb 12, 2011 6:22 AM in response to gidnitacs
    high all , we got two 17" g5 iMacs 2.gen. with the issue and the famous w8 ... serial no . and they are not usable anymore : only vertikal lines and some areas of the screen bouncing up and down. when i make a screenshot the image shows no signs of the issue : a clean screenshot.

    we tried first in 2007 to get repair for it. apple FR denied any responsibility. now i'm reading all this by chance and learned that people are actually getting the issue repaired for free. now our machines ar more than 5 years old ( dec 2005) - will there be any chance for a repaire ?

    any ideas?
  • by TaylorTod,

    TaylorTod TaylorTod Feb 14, 2011 6:22 PM in response to gidnitacs
    Level 1 (0 points)
    Feb 14, 2011 6:22 PM in response to gidnitacs
    i got mine repair for free like 2 months ago and now the problem is back again.
    i'm calling apple right now,lets hope they give me another repair for free.
  • by msilvers,

    msilvers msilvers Feb 17, 2011 11:21 AM in response to gidnitacs
    Level 1 (0 points)
    Feb 17, 2011 11:21 AM in response to gidnitacs
    I've got my Imac on December 2006, (my Christmas present, yeah!) I fell in love with it, until it had the INFAMOUS vertical lines issue. it all appeared on 2009, the month after my 3 year cover expired.

    I can't use the mac any more. The amount of lines is already 30 % of the screen.

    I'm still hoping and waiting for the final resolution about replacing the screen for free, (full responsibility is Apple's)

    I want my machine repaired!

    Anyone know if this can be done here in GERMANY?
  • by TaylorTod,

    TaylorTod TaylorTod Feb 18, 2011 8:07 AM in response to msilvers
    Level 1 (0 points)
    Feb 18, 2011 8:07 AM in response to msilvers
    @Msilvers

    Did u experience any form of slower system performance?
  • by MassimoBeltramo,

    MassimoBeltramo MassimoBeltramo Feb 28, 2011 11:42 AM in response to gidnitacs
    Level 1 (0 points)
    Feb 28, 2011 11:42 AM in response to gidnitacs
    Hi all, i'm from Italy, my iMac 17" isight (sn W855...) has reached 36 colored vertical lines. I came back from genius bar of Grugliasco's Apple Store, they said to me that Apple non longer has an extension programe for the panel, and offered me the repair (sobstitution of the panel) for € 350 (about 500 US$). Naturally, i do not agreed. It's a shame that Apple don't recognize such industrial flaw. Obsiouly, these colored lines in front of me, don't imake me to encourage many people i know, as an IT professional like i am, to buy Apple products, like made 'til today.
  • by Bearpaws9,

    Bearpaws9 Bearpaws9 May 27, 2011 10:03 AM in response to MassimoBeltramo
    Level 1 (0 points)
    May 27, 2011 10:03 AM in response to MassimoBeltramo

    Many of us have been able to get them to fix it, but it often takes some persistence. Since Apple decided not to do the right thing, that is, step up and make the issue public, and let people know they could get it repaired, most of the employees don't know about it, so you have to +convince them+ to check into it.

     

    I have no idea if you can get it fixed in ITALY, I hope so. Good luck to you.

  • by Fred Turner,

    Fred Turner Fred Turner May 27, 2011 10:10 AM in response to gidnitacs
    Level 1 (85 points)
    May 27, 2011 10:10 AM in response to gidnitacs

    Add me to the list. My 17" iSight iMac G5 ("W8..." from Shanghai) had around 300 vertical lines, I estimated. Used the helpful info from this thread and got a phone support person to authorize the repair at no cost, after he spoke w/ his supervisor.

     

    At first, he didn't think it covered my machine...he was saying it was 2006 models, which would be Intel machines. I then gave him the case # referenced earlier in this thread, and he was able to verify that they indeed were replacing displays for the iSight G5 iMacs.

     

    I dropped my machine off at the local Apple Store today, and should have it back in 5-7 days, they estimate. Very painless process when you have the right info, so thanks to the contributors of this thread!

     


    Good luck to those of you attempting similar repairs.

     

    Thx,
    Fred

     


    <Edited by Host>

  • by Mickael Neuhaus,

    Mickael Neuhaus Mickael Neuhaus Mar 9, 2011 1:56 AM in response to gidnitacs
    Level 1 (5 points)
    Mar 9, 2011 1:56 AM in response to gidnitacs
    Hallo all,

    I got the case numbers from apple support France for our 2 iMac g5 17" with the issue by mail imedeately after my phonecall. I can now ask for repair at the nearest apple service store.

    The conversation was no problem at all - after mentioning the EM 80 repair extension and the 2 serial numbers, which corresponded to the extention, everything was said. It took about 3 minutes in total. By the way : I did call the number of the apple onlinestore witch I found on the bill of the iMacs - no question about 49$ service fee etc. - it was just a "service apres vente" after 5 years.

    Let's see how the repair job will work out.

    Message was edited by: Mickael Neuhaus
  • by Deb__,

    Deb__ Deb__ Mar 9, 2011 6:27 PM in response to Mickael Neuhaus
    Level 1 (0 points)
    Mar 9, 2011 6:27 PM in response to Mickael Neuhaus
    I have the exact same problem but my iMac is 20", not 17". 2006 / Shanhai model / W8 / weird screen lines and glitches / freezes. A lot of people with the 20" monitor are having these exact issues but we're not getting a free repair. Does anyone know of a Case ID of someone with the 20" that got it repaired for free. If I can find a Case ID then Apple will do it free. How did you all manage to get Apple to listn to you?
  • by Eric233A,

    Eric233A Eric233A May 27, 2011 10:20 AM in response to gidnitacs
    Level 1 (0 points)
    May 27, 2011 10:20 AM in response to gidnitacs

    Just called up Apple today. Told them I wanted to speak to a Senior Rep about my iMac G5 iSight with the vertical lines. The tech support guy new exactly what I was talking about and made me just confirm a few things (Serial Number, Build Number, Then had me take a screen shot and see if the lines were in the screen shot. etc.) Then he transferred me to a Senior Rep and he was able to have it so that the serial number to my iMac alerts Apple when I bring it in that there will be a courtesy screen replacement at Apple's Expense.

     

    oh man am I happy. and everyone I spoke to was from America and understandable. hehehe. The only issue I had was first getting to the reps through apple tech support. I just kept saying speak to representative until the automated computer got confused. lol

     

    Tomorrow I will be bringing my iMac to Apple and get it fixed woooo!!
    *now all I need is a new front and back casing.... =\

     

    -Remember to immediately mention your issue about the vertical lines
    -Ask to speak to a Senior Representative
    -And ALWAYS request for a Case# for your self.

     


    <Edited by Host>

  • by logfarmer,

    logfarmer logfarmer May 27, 2011 10:15 AM in response to Eric233A
    Level 1 (0 points)
    May 27, 2011 10:15 AM in response to Eric233A

    Hi,
    Have had the vertical line issue for about a year now. Serial # is QP5xxxxx not W8 but the symptoms are the same. There is now a black space in the center of the screen so that I canot see the login. Have called three times and
    apple will still not fix it.
    How many of you have the QP serial# is it isolated or common.
    Thanks,
    Martin

  • by hammersb,

    hammersb hammersb Mar 19, 2011 9:38 AM in response to logfarmer
    Level 1 (19 points)
    Mar 19, 2011 9:38 AM in response to logfarmer
    Look through the thread to find the case number I posted and call them back and ask for a senior rep. They seem to be much more knowledgeable about this problem. You may also want to make an appointment at the genius bar if there is an Apple Store nearby.
  • by LouSquires,

    LouSquires LouSquires Mar 20, 2011 4:48 PM in response to hammersb
    Level 1 (0 points)
    Mar 20, 2011 4:48 PM in response to hammersb
    I'm in the UK, with the same white line problem on my iMac G5 17" isight.
    I took my Mac along to my local Apple store and they agreed to repair it free of charge. However, they have now said that the part is 'vintage' therefore no longer available, so they are unable to fix it.
    Has anyone else heard of this? I'm not sure if they are just spinning me a line, as they are now trying to convince me that I should buy a new Mac.
    Surely if Apple have agreed to repair these defective machines they should honour it. I've been told by the Apple store that any Mac over 5 years old is 'irreparable' as any parts over 5 years old are 'vintage' and no longer manufactured.
    Is this true???
first Previous Page 23 of 30 last Next