Corradomac

Q: iMac Mid 2011 - GPU problem - no warranty - not under replacement program

Hello, I have a 27 inch iMac Mid 2011 (purchased on 28.05.2011 including Apple Care). Last weekend the screen went blue and the iMac had problems to boot (stuck on grey screen - start up loop). I suspected the well known GPU problem so I took it to my reseller.

 

Diagnose : GPU problem but since the replacement program is terminated Apple decided that I have to pay the full cost for reparation : nearly 600 euro.

 

Apple decided that they will replace the video card free of charge for four years after the first retail sale of the computer. I'm deeply disappointed in Apple since I am an Apple user since 1992 and it feels like they let me down. Apple is clearly aware that there is a problem with the video card. It seems like I have bad luck that my iMac wasn't showing any sign of video card problem earlier. I can't use my iMac a lot due to work, so if I had turned on the iMac a bit more or let it run whole weeks I would have had more "luck"?

 

I kindly called Apple and asked if they would revise their position, but the helpdesk said they couldn't do anything for me. I kindly asked the assistent if he could discuss it with his manager, but it didn't help.

 

Is there anything I could do? I am disappointed in Apple because I feel they don't care for long time users and they force you to buy a new iMac. For the iPhone 5 there is a replacement program for the battery; I took mine to my reseller but my iPhone doesn't apply, for Apple the battery is good enough. So if I had taken my iMac to the reseller without any sign of problem Apple would say it didn't apply for the video card replacement program.

 

Is there any way to convince Apple to take care of my video card problem? At the moment I agreed to pay for the reparation since I need my iMac but I will continue to seek for a solution from Apple (refund or half of the cost).

 

Is there any advice in this, how can I convince Apple in changing it's position?

iMac, OS X El Capitan (10.11.1), iMac 27-inch Mid 2011

Posted on Nov 29, 2015 3:31 AM

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Q: iMac Mid 2011 - GPU problem - no warranty - not under replacement program

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  • by Jamedinar,

    Jamedinar Jamedinar Jan 5, 2016 8:04 AM in response to Corradomac
    Level 1 (0 points)
    Jan 5, 2016 8:04 AM in response to Corradomac

    Hello,

     

    Thanks Corradomac, I just want to update my experience in case it helps anyone:

    I contacted Apple Support again (this time in Spanish). As always, the are very sympathetic at the beginning until they call the manager and he reads the notes. Their speech is always the same: a decision  was already taken by the Apple Store in Dresden and they can only support that, no way to make exception. This time they were very rude, when I started to bring the proofs about people who were in same situation, they just said goodbye and closed the call. I thought they were polite and reasonable people.

     

    I am really dissapointed with them, I really feel discriminated by Apple as they are not treating me in same way as others.

    They should be ashamed of this behaviour, selling defective products at a premium price, and not taking responsability for their faults.

     

    Other reputable brands are sending (at least) notification when selling a defective product, and it is up to the client to check if that applies to him.

    - My friend has a HP pc and he received a mail that the battery might be defective, and he changed it.

    - My wife received a letter with a piece that "could be defective" in some Thermomix sold during a specific period.

    But Apple do not even notify their clients (they just hope for the program to expire to forget about their responsability).

    If I had known a problem with the GPU could be there, I would have taken my iMac to repair long time ago, since I already was experiencing problems with it two years back.

     

    Thanks to whoever reads this, now you know the Apple world is not as beautiful as they want us to believe.

    I will sell my iMac on eBay and buy a PC from another brand. For sure it will be cheaper, probably more powerful and the support service can only be better than Apple's.

  • by Corradomac,

    Corradomac Corradomac Jan 5, 2016 11:20 AM in response to Jamedinar
    Level 1 (0 points)
    Jan 5, 2016 11:20 AM in response to Jamedinar

    Hello Jamedinar, one last thing you can do : write an email to Tim Cook (I did that to) :

    http://www.cultofmac.com/287261/reddit-user-convinced-tim-cook-change-apples-hol d-music/

    http://email.about.com/od/famousemailaddresses/f/How-Can-I-Email-Tim-Cook-What-I s-Apple-CEO-Tim-Cooks-Email-Address.htm

    It will get read but I'm not sure if it is going to change anything.

     

    It's very sad to read your story; I share your opinion that Apple should help every client with the GPU problems since it is clearly a production problem and in fact a ticking time bomb in an iMac of the affected serie. I totally disagree with people who state that Apple doubled the warranty since it is only for one piece of hardware that is known to be defective (it's no question IF it goes wrong but only WHEN it goes wrong). Apple got paid by the manufacturer since he delivered a faulty product; that amount of money (or good pieces of hardware) should give every customer full level of support.

     

    Premium price means premium service and it is disappointing to read that not everyone is treated the same way! You could consider legal advice in this.

     

    Maybe reopen the discussion in Apple Store Dresden since Apple Support points in that direction?

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