Mr Mo-Fo

Q: Design fault? 27" 2013 iMac stand just gave up!

Hi all,

I was just sitting watching TV when there was a loud crack and my iMac screen suddenly tilted down - now the screen will not stay where it is tilted / positioned. I was not using the mac at the time and it was not doing anything it just broke on its own. The mac was only bought in February and has not been moved or tilted once it was in place. This looks like a major design flaw to me as a 10 month mac just fails on its own! Has anyone else suffered this malfunction?

I have yet to contact apple as the store will be closed now but am interested to know if anyone else has suffered the same problem and what apples response was?

 

I will keep you guys posted once I have spoken to Apple

 

<Edited by Host>

iMac (27-inch, Late 2012), OS X Mavericks (10.9.1), Stand failure

Posted on Mar 18, 2014 3:40 PM

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Q: Design fault? 27" 2013 iMac stand just gave up!

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  • by redbrickstudios,

    redbrickstudios redbrickstudios Jan 18, 2015 6:10 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 18, 2015 6:10 PM in response to Mr Mo-Fo

    This is a neglected design fault!

     

    The hinge broke on my late 2012 27" iMac which was 13 months old ... and tonight my late 2013 27" iMac hinge broke and I've only had it for 8 months.

     

    Ive owned 2 iMacs and both hinges have failed.

     

    Diehard apple fan and this is really disappointing ... why is this not fixed yet!?

     

    - richard

  • by richsadams,

    richsadams richsadams Jan 19, 2015 6:34 PM in response to redbrickstudios
    Level 1 (84 points)
    Jan 19, 2015 6:34 PM in response to redbrickstudios

    Just brought my Late 2013 27" iMac home from the Apple store. No charge. All better. Here's what the repair order said:

     

    MECHANISM,27"IMAC

    Part Number:923-00151

    Item Warranty Code: A2

    Hardware Repair Labor

    Part Number: S1490LL/A

    Item Warranty Code: A2

    $0.00

    $0.00

    $0.00 $0.00 $0.00

     

    It took them two days to get the part and they sent me an email when it came in. Took it in Friday at 11 a.m. and it was ready Monday at 10 a.m.

     

    I let them know it was used for my business and they said they'd get it back to me as quickly as possible. Per my usual experience with Apple they exceeded my expectations.

     

    Apple is certainly aware of this issue and I suspect a permanent fix is in the works (a hinge w/o plastic tabs?). I suppose it's even possible that's what I received. Won't know unless the new one gives out someday I guess.

     

    In any case, it's unfortunate that a part on this beautiful machine is known to fail sometimes. As someone mentioned previously though, it had nothing to do with the computer itself and mine has performed flawlessly since day one. So outside of being inconvenienced a little, this is still the best Mac I've owned (out of a half-dozen plus) in over a decade.

     

    Best of luck to everyone. At least we know Apple is standing behind this issue in or out of warranty.

  • by Hernan.V,

    Hernan.V Hernan.V Jan 20, 2015 8:52 AM in response to Wittich
    Level 1 (0 points)
    Jan 20, 2015 8:52 AM in response to Wittich

    do you know the name of this piece?

  • by Hernan.V,

    Hernan.V Hernan.V Jan 20, 2015 8:53 AM in response to Wittich
    Level 1 (0 points)
    Jan 20, 2015 8:53 AM in response to Wittich

    Do you know the tech name of this piece?

  • by richsadams,

    richsadams richsadams Jan 20, 2015 12:01 PM in response to Hernan.V
    Level 1 (84 points)
    Jan 20, 2015 12:01 PM in response to Hernan.V

    The Apple Genius just referred to it as a "hinge". The part number is 923-00151.

     

    There's an image of the hinge and the plastic piece that apparently breaks on page seven of this thread near the bottom.

  • by Hernan.V,

    Hernan.V Hernan.V Jan 20, 2015 12:49 PM in response to richsadams
    Level 1 (0 points)
    Jan 20, 2015 12:49 PM in response to richsadams

    Thanks. this helped me to find the pice on ebay. There are not lot of them out there.

  • by DericOK,

    DericOK DericOK Jan 21, 2015 10:29 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 21, 2015 10:29 AM in response to Mr Mo-Fo

    I just had this repair done and it was a bad experience from a customer relations point of view.

     

    Hinge failed. Made appointment and dropped it off. Fixed 3 days later. They wanted to charge me $28 for the hinge that was broken because the manager considered it a consumable part and the hinge is subject to wear and tear, which would negate it from warranty coverage. I called tech support and they said it should be covered unless it was from damage (it wasn't obviously) but there seemed to be some latitude in the language to consider this hinge subject to wear and tear (********).

     

    I was upset at this but couldn't really argue the point any longer. But when I went to go pick it up, a different rep rang me up, and it came out to $0.

     

    So whatever I got what I wanted, but things still really aren't clear.

  • by richsadams,

    richsadams richsadams Jan 21, 2015 10:38 AM in response to DericOK
    Level 1 (84 points)
    Jan 21, 2015 10:38 AM in response to DericOK

    I noted the $28 charge on my initial repair order when I took my iMac to the Apple store as well, but the Genius assured me that I wouldn't have to pay it. It didn't show up on the final receipt.

     

    So you're right, there still seems to be a disconnect when it comes to the front-line folks knowing what to do. Apple really needs to address this known issue system-wide ASAP.

     

    Glad that we didn't have to pay anything though.

  • by redbrickstudios,

    redbrickstudios redbrickstudios Jan 21, 2015 10:46 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 21, 2015 10:46 AM in response to Mr Mo-Fo

    Did both of you guys have apple care?

     

    The first iMac with this issue for some weird reason I didn't have apple care and was quoted like $165 to fix it but then when I went back to pick it up it was only $67.41

     

    Item number was 923-0313 and was $28.41 and labor was $39.00

     

    This should get refunded to me since its an apparent design fault.

  • by richsadams,

    richsadams richsadams Jan 21, 2015 10:55 AM in response to redbrickstudios
    Level 1 (84 points)
    Jan 21, 2015 10:55 AM in response to redbrickstudios

    I do have Apple Care. When I contacted Apple by phone the gentleman said that Apple was "working on the issue" and that there wouldn't be a charge.

     

    That said, the first gentleman I spoke to at the Genius bar at our local Apple store was unaware of the problem and said that I might have to pay for a repair. But the Genius next to him overheard the conversation and said that it was an "out of warranty repair authorization" (meaning that even if the warranty had expired they would still fix it) and that I wouldn't be charged. He wasn't aware that I had Apple Care.

     

    So yes, if I were you I'd contact Apple and (politely) ask about a refund.

  • by DericOK,

    DericOK DericOK Jan 21, 2015 10:56 AM in response to redbrickstudios
    Level 1 (0 points)
    Jan 21, 2015 10:56 AM in response to redbrickstudios

    I had apple care yeah.

     

    At first when the genius rang me up he said $67.41 as well. I said "what? that can't be right." thinking the labor should be free (at this point I conceited defeat about the $28.41 charge for the part because I was told it was normal wear and tear and a consumable piece).

     

    Then the genius said, oh wait *click click* "It's free."

     

    I packed up my computer quickly and got out of there before the manager decided to check back in with me.     

  • by Lorne Kingsley,

    Lorne Kingsley Lorne Kingsley Jan 25, 2015 2:03 PM in response to Lorne Kingsley
    Level 1 (0 points)
    Jan 25, 2015 2:03 PM in response to Lorne Kingsley

    Well, initially the King of Prussia, PA Apple Store employee who checked-in my repair said the cost to fix my "droopy iMac" would be ~$28 (cost of parts - labor would be free).

     

    I picked-up my repaired iMac today, and the person who helped me was surprised there was a charge. She waived the $28, and sent me on my way.

     

    iMac is as good as new!

     

    Happy customer and faith restored... :-)

  • by James Hampton,

    James Hampton James Hampton Jan 26, 2015 9:22 AM in response to Lorne Kingsley
    Level 1 (15 points)
    Jan 26, 2015 9:22 AM in response to Lorne Kingsley

    JUST HEARD THE CRACK/POP - I'm a die hard Apple fan, this is surely a major defect

  • by btsrus,

    btsrus btsrus Jan 26, 2015 12:46 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 26, 2015 12:46 PM in response to Mr Mo-Fo

    Mine just took a dump last night about 4 a.m.  I did hear something make a loud noise when it did break.  Starting to sound a lot like a design flaw to me...

  • by Simon Edwards1,

    Simon Edwards1 Simon Edwards1 Jan 26, 2015 7:18 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 26, 2015 7:18 PM in response to Mr Mo-Fo

    Mine just went. Late 2014 model.

     

    Apple specialist on the phone acknowledged (without any prompting from me) that it's a known issue, and they're working through it. Apologized on behalf of Apple. Currently engineering are gathering data on the issue.

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