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

211407 Views 437 Replies Latest reply: Feb 28, 2014 9:03 PM by Innovative DMM RSS Branched to a new discussion.
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gidnitacs Level 1 Level 1 (0 points)
Currently Being Moderated
Sep 23, 2007 5:56 AM
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)
  • dperetti Level 1 Level 1 (15 points)
    It also looks like the lines mostly show up in the right part of the screen for most people.
    iMac G5, iMac Intel, macbook, Mac OS X (10.4.10), iMac G5 with pink vertical line out of warranty...
  • treknx1 Level 1 Level 1 (0 points)
    Mine has 6 lines now. Spoke to them too, they said that if there are a lot of users with the same problem sending in their imacs, they might consider an extended warranty program. He can't comment how many though. I asked if we fix it now and Apple decided to extend the warranty later, can we get a refund. They said we can write in for a refund but no guarantees. I think Apple is getting too big and arrogant, not caring about their customers. I just bought a HP Compaq laptop, should have stuck to PCs instead of this integrated all-in one expensive mess.
    Imac G5 17" isight 1.9ghz, Mac OS X (10.4.10)
  • Baby Boomer (USofA) Level 9 Level 9 (55,540 points)
    "Now, the question is, *how do we get Apple to address this issue*?"

    By submitting your concerns over on the Product Feedback website.

    Apple does not respond nor scan these forums for issues. However, they do at the above linked site.

    You should keep in mind that these are technical support forums. Generally, *the only people posting here* are those with problems. _The *thousands/millions without problems* don't ever come here._
    G5 20' iMac w/iSight/Remote, 2.5GB RAM, 250GB HD, Mac OS X (10.4.10), The G5 iMac brought sexy back! "I'M A FLIRT"
  • tomaska Level 1 Level 1 (15 points)
    I just wrote apples feedback page. Thanks for that post. I hope they do something like trading in these defective Imacs for half off the new ones. How does that sound? Anyways that was my feedback. I hope everyone with this problem is writing in. I don't think Apple monitors these pages.
    Imac isight G5, Mac OS X (10.4.9)
  • Baby Boomer (USofA) Level 9 Level 9 (55,540 points)
    "apple's response is basically "it's your problem, not ours."
    More than likely the Product Feedback has not gotten that many complaints.

    I do not know Apple's criteria regarding how many Feedback complaints needed to make a recall and/or an Extension Repair Program. A few hundred or a few thousand?

    If you purchase an expensive product, to have +piece of mind+ it's recommended to also purchase the manufacturers warranty if offered. In this case AppleCare.
    G5 20' iMac w/iSight/Remote, 2.5GB RAM, 250GB HD, Mac OS X (10.4.10), The G5 iMac brought sexy back! "I'M A FLIRT"
  • treknx1 Level 1 Level 1 (0 points)
    I submitted the feedback one month ago with the links to all these discussions. There was no response.
    Imac G5 17" isight 1.9ghz, Mac OS X (10.4.10)
  • sting.kl Level 1 Level 1 (0 points)
    Yep. I feel Apple's 1 year manufacturer warranty for the iMac is not adequate, especially for an all-in-one unit with a relatively high price.

    My iMac G5 started displaying a vertical cyan line about 4 weeks ago, only about 19-20 months after I bought it for Christmas in 2005.

    I called up Apple to enquire what could be done and was told by their customer service that a rather long period had elasped since the warranty expired in 2006. So I was told to take the iMac to an authorised repair centre and Apple will not contribute to the cost of the repair.

    I expect respectable service life from my computer and anything less than 5 years is totally unacceptable. Thus I seriously question the value proposition for the iMac in this respect. Does it mean that I have to replace my iMac every 2 years? The computer still feel reasonably zippy, I still have plenty of space left on my hard drive, but the screen is failing ...

    Today another line (green) appeared on the screen ...

    It is my understanding that a number of LCD monitor manufacturers are now providing 3 year warranties for their products. Now why should Apple only provide a 1 year warranty? Especially when the replacement option will cost more than buying an entire new LCD monitor with even better specifications?

    Based on the number of responeses I have seen here, this is not a rare occurance and I seriously question their quality control in their manufacturing process. I think Apple should be responsible for these repairs, and also provide a 3-year warranty for their LCD screens.

    My iMac's serial number is W8548Zxxxxx.

    Sincerely yours, an unhappy Apple customer.
    iMac G5 iSight, Mac OS X (10.4.10)
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