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Video Card failing, Apple doesn't care?

794 Views 6 Replies Latest reply: Apr 12, 2007 2:21 PM by myhighway RSS
naatkins Calculating status...
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Apr 6, 2007 11:21 AM
Ok, i posted a few days ago about my intel based 20" imac's video going down the drain

I ran techtools, and the video ram FAILED

lines of pixels will go out and turn multicolored, almost like a spectrum, and stay that way until i turn the computer off, or, it not-so-unexpectedly, freezes.

So after about my 3rd call to apple regarding this, I informed them of what happened with techtools and they had me run apple hardware test, there were no problems found, in either the short or extended test

so, even though I have my 3 year applecare plan and it obviously needs repair, since it passed the tests on apple hardware test, they will not fix it.

I figured I could just do what i had been wanting to do, and upgrade the video card either way, and pay for it myself, that would fix the problem, and my machine would be better, well, you can only upgrade it at the time of purchase

so I'm stuck with a lemon and they won't do anything about it

some customer support.
  • Dah•veed Level 7 Level 7 (29,545 points)
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    Apr 6, 2007 11:55 AM (in response to naatkins)
    Frankly, that isn't the experience of most people with Apple Care. Make an appointment to take the Mac to the nearest Apple Store or Authorized Apple Service Center. Be prepared to demonstrate the issue for the technicians. If there is truly an issue it will be repaired.

    However, the video card upgrade is an entirely separate issue. It is an issue that is normally done on order and the Mac is built-to-order. As such it isn't something that is normally done after-the-fact.
    17" iMac Core Duo, Mac OS X (10.4.9), 1 Gb RAM, Fusion beta: Win XP Pro
  • Tim Yang Calculating status...
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    Apr 7, 2007 9:09 AM (in response to naatkins)
    You can't upgrade video card by yourself, it's on the same board of your logic board.

    When my iMac's video RAM failed last year, Applecare asked me to take it to my local Apple store, and they replaced it with a newer Core 2 Duo model after seeing the artifacts, so I'm quite happy with the their service except the long shipping times left me without a Mac. Take it to your local Apple store or authorized dealer (if they handle tech support), they should be able to resolve this.
    iMac Core 2 Duo 20", Mac OS X (10.4.9)
  • myhighway Level 5 Level 5 (7,270 points)
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    Apr 7, 2007 9:46 AM (in response to naatkins)
    ... lines of pixels will go out and turn multicolored,
    almost like a spectrum, and stay that way until i
    turn the computer off, or, it not-so-unexpectedly,
    freezes. ...
    So after about my 3rd call to apple ...
    they had me run apple hardware test, there were no
    problems found, in either the short or extended test ...


    Hi naatkins!
    Besides the other good advice you got, when there IS a problem that is NOT due to software, and if the Apple Hardware Test does not show any error after running the extended version of the Test - it's advisable to run the Apple Hardware Test multiple times consecutively.

    With video problems, in particular, it may be necessary to do this so as to stress your iMac, so that the problem gets more easily recognized by the Test.
    20"iMac Core Duo 2GB; 20"iMac G5 ALS 2GB; iBook G4; PM G5; others, Mac OS X (10.4.9), DSLmodem wired to AP Exprs wifi net w/Extre g as remote + HP6840 wirels printr
  • ajservo1 Calculating status...
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    Apr 10, 2007 3:46 PM (in response to naatkins)
    I actually took my iMac in on monday for a similar issue. They're benching it right now to see if they can reproduce the problem. I took pictures of my issue, cause I have a pessimistic view towards computer issues. They happen to you all the time, but never for a technician.

    Be prepared to wipe your system drive, if they find anything with Version Tracker they don't like, they may just want to blame the software. I told them to wipe mine after they found "questionable" software, even though the problem appeared long after the software was installed. As if some drag and drop .app was actually causing this... :P

    Mine had horizontal black lines appear during scrolling in Finder or Firefox. It would also reboot or freeze during any Quartz Composer based screensavers and once during Flurry.

    $10 says they can't reproduce it on their end on my machine...
    20" iMac Intel, Mac OS X (10.4.9)
  • myhighway Level 5 Level 5 (7,270 points)
    Currently Being Moderated
    Apr 12, 2007 2:21 PM (in response to naatkins)
    LOL:))

    Thanks, I needed that!
    20"iMac Core Duo 2GB; 20"iMac G5 ALS 2GB; iBook G4; PM G5; others, Mac OS X (10.4.9), DSLmodem wired to AP Exprs wifi net w/Extre g as remote + HP6840 wirels printr

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