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

211519 Views 437 Replies Latest reply: Feb 28, 2014 9:03 PM by Innovative DMM RSS Branched to a new discussion.
  • shinzey Calculating status...

    Hi there. Just wondering how you got on with the barrister? I'm also in Dublin and have the same problem with my iMac.

     

    Cheers,

     

    Sinead

  • sovietsteel Calculating status...

    I went to the Genius bar earlier today with the expectation that they would fix my grandmothers iMac G5 (a defective desktop that is having this vertical line issue).

     

    I told the Genius bar employee about this very thread and how thousands of consumers are having this problem. I was flabbergasted by his response: "We can't take those online complaints seriously. We only go by what's in our knowledgebase here at the Genius bar. If Apple doesn't recognize it as a problem, then it isn't a problem."

     

    Even if people are sent defective products and thousands of complaints are filed, it doesn't mean anything unless Apple "verifies" the problem. It's amazing how you can spend over $1000 on a desktop and not receive any help in customer support.

     

    Despite the fact that I have spent tens of thousands of dollars on Apple desktops/laptops for my entire family, Apple simply refuses to aknowledge that they have sold me a defective product.

     

    I am very dissapointed.

  • mtpat Calculating status...

    I was told the same thing initially. I found though that if you get hold of the right person, and make your case for help in a polite manner, they can make it happen. I went through some online help, their 800 number for help and eventually through 2-3 other store employees. It was only one of the actual Apple store managers listened to me in person that he said he would help. It's easy for someone to say "no" over the phone. In person, it's a bit harder. I hauled my broken iMac up to the Apple store and made my case, politely. I was very happy with the outcome.

     

    Good luck to you.

  • dhoffman1985 Calculating status...

    I have been getting more and more vertical lines on my mac.  It is so bad now I can barely make out images and cant read any kind of writing because most of the words arent there.  I did a lot of research on this topic though, hoping I can help some of you out.  There is proof that Apple knowingly sold these machines with the faulty monitors.  In France 2009 Apple lost a court case and was ordered to repair or replace all of these units sold even if lines hadnt begun to appear yet.  The courts showed proof that all of the faulty monitors were built in the same location in Shanghai and were all the G5 model and all serial numbers that start with a W8.  There are no other reports of this problem occorring with any other models or units assembled anywhere else in the world.  It is a very specific defect in this way.  When apple found out this information they swept it under the rug and never attempted to announce the faulty monitors niether did they take any steps toward a recall.  Now lets move away from France and go closer to home.  January 1st, 2009 a class action suit was filed against Apple in violation of the California Unfair Business Practices Act and The Consumers Legal Remedy Act.  Further more they were in breach of their own warranty by not disclosing the flaws in their monitors when they were discovered.  More recently the state of New York is currently working on a class action suit against Apple for the very same reasons.  This still is not the end.  Im sure most everyone has heard of the "Lemon Law."  Most people believe this to be only for motor vehicles.  In actuality the Lemon Law covers many different consumer bought products including computers!!  Now with a vehicle time is limited and the seller at fault is given multiple chances to repair or replace the fault or they are stuck refunding the victim.  Now with other products such as computers warranties are the big deal breaker.  The wording in the warranty will determine whether or not you can receive some type of compensation.  States differ on these lemon laws as well.  So when you call Apple and explain all the history behind their knowing neglect of the faulty monitors dont give yourself away by mentioning too much that they can find a way to deny what you are rightfully owed.  Do some research on your state and the Lemon Laws on electronics and take notes so you are prepared with your best defense when you call Apple.  Be direct but polite.  Rememeber you are their customer and as customers we made the Apple company BILLIONS and BILLIONS of dollars and if they want to keep their good name and billions of dollars they have to treat their customers fairly and respectfully.  Make sure your clear that you know they were aware of these faulty monitors and they kept putting them out in the market instead of pausing and fixing the problem then.  Now, they must make up for their very poor decision at the time or they will have worse consequences.  The main stream media has the potential to destroy companies that are disloyal and unwilling to accept and fix their mistakes.  If people find out that this is how they do business then customers will take their money and give it to a company that is trustworthy and stands behind their products.  That is the biggest point you can make to Apple when you call and complain.  They need to know that you as a customer are willing to take your business elsewhere if they are not willing to stand behind their products.  If they continue to try and hide equipment that is faulty and still sell them then that is as low as it gets in the field of production.  The proof is their on these faulty monitors and it wasnt just a small number scattered over the world.  It was one place, one model, and the same serial numbers.  It doesnt get much clear cut than that.  After all that if they still dont agree to fix then you put their number on speed dial and you call them every free second you have, every day, until they do.  In the meantime get on a search engine and find one of the class action suits on this topic and sign on.  Even if you dont use the faulty computer anymore and its sitting in your closet or attic.  Despite how long ago, it is still owed to you and at this point it the principal of the matter.  Apple knowingly deceived many many customers and they must be held responsible.  "The squeeky wheel is the wheel that gets the grease."              -Good Journey

  • Pixturesk Calculating status...

    Thanks dhoffman for this excellent work. I am writing this on a similar machine from the same factory with 14 thin lines (also my burner was defective) on the screen from an original 2 lines. I bought mine with the 2 lines visible used from a buy/sell Kijiji site in my city for $25.00, took a chance that no more lines might appear, however in 6 months these other 12 lines came, as well as, whole other areas of the screen becoming a "lighter grey". So I have no invoice as the original buyer, but as you so eloquently point out, Apple ought to replace all of these screens, no matter from the original owner or not. I am in the process of acquiring another fully working iMac, will keep this defective maching as a cheap backup (things are still quite legible on the screen) so if anything happens with a class action lawsuit, I shall think about submitting mine. As a easy work about for those who still want to use these defective machines, I bought a new Apple mini VGA to VGA adapter from a local supplier for $40.00 (available much cheaper on Ebay, Amazon), connect it to the mini VGA output on the G5 then into another 17" Acer LCD monitor I was not using, albeit, with not as high resolution but a complete mirror, works great so the G5 then becomes the "tower" with the Acer as the separate monitor (so now both screens are on). Have to check with my Mac techie if there is a way to just turn off the G5 screen. Thanks again for your great work.

  • filmboomer Level 1 Level 1 (0 points)

    Wow! I had no idea the vertical line problem was so widespread!! There must be HUNDREDS if not THOUSANDS of otherwise happy Mac-ophiles who feel screwed by Apple because there is SO MUCH inconsistency in the support given customers in fixing this systemic issue!

     

    I have a G5 iMac built in Singapore with serial number W85500xxxx which fits the profile of the problem machines and it has the vertical line on the right half of the screen.

     

    What is the update on legal action against Apple anyway? I want to add my name to the mix. I can't afford to have it fixed and just bought a new(er) iMac that could develop the SAME problem even though it's the Intel chip inside.

     

    Is this a video board problem or what? Will we be plagued with this issue until we begin buying Dell or other PC mfg companies?

     

    I am royally pea-ohed.

  • Mac Kitten Level 1 Level 1 (0 points)

    Have this issue as well with a 2011 iMac and bringing it in tomorrow to see what they say

  • tingkwenta Calculating status...

    I hope you're still covered with the 1 year warranty that came with it, 'coz if not... Good luck! Pls. Keep me posted.

  • Mac Kitten Level 1 Level 1 (0 points)

    oops just got home and double checked made an error I am 2010 so no longer covered

  • Mac Kitten Level 1 Level 1 (0 points)

    So no luck here at store in CT NY, the guy helping felt bad it seemed but couldnt do anything, I didnt ask for a supervisor or anything wasn't sure what else there was to say

     

    im out of warrenty he said any hardware can go whenever, was offered to have the displayed replaced for a little under $500 and that was it

  • tingkwenta Level 1 Level 1 (0 points)

    Same here in L.A. it's about under $500.00...well, lesson learned...my next mac will be a mac mini where the monitor is totally seperated with the computer itself.

  • Stuadh Calculating status...

    Me too.  I have a W87 iMac with a growing number of coloured lines.  THey started appearing about two months ago.  I have tried fitting a second screen and just using the iMac as a tower, but I get nothing on the screen.  IS this the same issue or a logic board problem?

     

    Stuadh

  • Mac Kitten Level 1 Level 1 (0 points)

    Studah there may be a monitor setting under preferences to tell the computer to output to the second monitor.

  • Mac Kitten Level 1 Level 1 (0 points)

    I wonder how the minis are? are they easy to replace HD and RAM?

     

    where does anyone get there display replacements if they choose to do it themselves?

  • Knold Calculating status...

    Recently I've been getting this on my MacMini 2011 (Intel I know) running Lion Server. Red vertical lines at any dark area during video playback. I've tried many video players and different video files, the result stay the same.

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