gidnitacs

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

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)

Posted on Sep 23, 2007 5:56 AM

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

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  • by Gus Fernandez,

    Gus Fernandez Gus Fernandez Mar 11, 2008 4:23 PM in response to gidnitacs
    Level 1 (0 points)
    Mar 11, 2008 4:23 PM in response to gidnitacs
    I am now experiencing the issue. 2 vertical lines about 2" from the right side. Started with one magenta line and now a cyan one has appeared.
  • by musashi88,

    musashi88 musashi88 Mar 11, 2008 5:40 PM in response to Gus Fernandez
    Level 2 (455 points)
    Mar 11, 2008 5:40 PM in response to Gus Fernandez
    sorry, but expect more lines. If you have Apple Care take it in now.
  • by Andrew Langdon,

    Andrew Langdon Andrew Langdon Mar 25, 2008 7:35 AM in response to gidnitacs
    Level 1 (135 points)
    Mar 25, 2008 7:35 AM in response to gidnitacs
    My G5 17-inch iMac with iSight that I bought in October 2005 has just developed this problem. I now have a thin blue vertical line that runs slightly off-centre to the right of my display.

    I have also left feedback as suggested in an earlier post.

    Hopefully Apple can sort this problem out.
  • by Magic Monkey,

    Magic Monkey Magic Monkey Mar 28, 2008 9:10 AM in response to gidnitacs
    Level 1 (0 points)
    Mar 28, 2008 9:10 AM in response to gidnitacs
    A single vertical pink line, just right of centre, appeared on my 17" screen about 2 months ago, 24 months after I purchased the computer. 2 weeks later another, far right, then 3 more between the first 2. After some investigation I find I am not the only happless Mac owner to have this problem. When are Apple going to wake up and admit that this is a manufacturing fault and repair their loyal customers machines? Ever since iPod has made Apple a global and household name, the company seems to have forgotten it's legendary customer service principles. I have been using Macs in the graphics and print industry for nearly 20 years, and always defended these fantastic computers, from the ignorant, blinkered PC lemmings. Apple, I think you owe me and other loyal customers an apology, explanation and repair compensation for the way you are denying this manufacturing fault. There does seem to be an unusually high number of entries on the forum regarding this issue, why have Apple not done anything about it, what shall we do to put pressure on them?
  • by cryinsnail,

    cryinsnail cryinsnail Mar 30, 2008 6:00 AM in response to gidnitacs
    Level 1 (0 points)
    Mar 30, 2008 6:00 AM in response to gidnitacs
    Hi guys, i have come to this forum and hope this is gonna be useful, my iMac is only 14-15 month old I yesterday a thin blue line and a black blinking line started to appear, I did not buy Applecare and wondering will apple considered fixing it for FREE..

    I have went to the link given by you, and it is indeed manufactured in Shanghai, my serial is also starts with W8638XXXXXX. I hope at least Apple take up this responsibility as we are not informed that the LCD screen has a life span of only 1 year plus, this is such a short period.

    Pls do keep me posted if Apple really considered getting this fix with no cost or at least get the manufacturer to pay for this defected mistakes, Apple is a BIG business and a respected company who encourage people to use its products for all purposes, and this does not do good to its image.
  • by the awakening,

    the awakening the awakening Mar 30, 2008 12:10 PM in response to gidnitacs
    Level 1 (0 points)
    Mar 30, 2008 12:10 PM in response to gidnitacs
    This issue has also been affecting me...i now have 7 lines total...started off with three! I have been a loyal apple customer...now i expect that Apple should be loyal to me and the rest of the Mac community with this issue. My serial number also starts with the infamous W8, meaning Shanghai was where this computer was made. Additionally, the lines only appear on the right half of my screen.

    Message was edited by: the awakening
  • by Christopher Wilson2,

    Christopher Wilson2 Christopher Wilson2 Mar 30, 2008 3:10 PM in response to the awakening
    Level 1 (15 points)
    Mar 30, 2008 3:10 PM in response to the awakening
    I too had the same problem (a single line though) - same symptoms, same serial no. issue etc.

    Fortunately, my AppleCare (extended) doesn't expire until December...

    Strangely though, the problem seems to be fixed!

    I was all fired up to be contacting AppleCare but decided to give several rather firm taps to my monitor in the affected area just to see what happened. The line disappeared! It did come back a few times but the tapping cured it each time.

    As of writing, I haven't seen a line or tapped the screen at all in approx. 2 months!

    I might have preferred that the problem had stuck and I would be able to get an AppleCare repair at no cost so I am a little unsettled by this “possible” solution, but there you go.

    Anyway, anyone else care to try tapping their screen to see what happens? I swear my iMac screen is still as beautiful as the day I opened the box.

    Regards
    Chris
  • by cryinsnail,

    cryinsnail cryinsnail Mar 31, 2008 2:23 AM in response to gidnitacs
    Level 1 (0 points)
    Mar 31, 2008 2:23 AM in response to gidnitacs
    Hi All,

    I have called Apple regards this vertical line issue, and they ask me to send in my iMAC to any MAC shop for diagnostic. I have also check the fees is about SG$100 bucks, so is there a way i can do it myself? I dont think i can afford such money.

    Pls advise.
  • by Sander_Kaa,

    Sander_Kaa Sander_Kaa Apr 1, 2008 8:01 AM in response to gidnitacs
    Level 1 (0 points)
    Apr 1, 2008 8:01 AM in response to gidnitacs
    Hello all,

    In november 2007 these vertical lines also appeared on my (2,5 year old) iMac G5. Thanks to this topic I found out this problem was occuring more then just a few times.

    I wrote a letter to Apple (Netherlands) where I bought my computer. They advised to go to an Authorized Service Provider to ask for an independent research by them. It came out the error was caused by a broken LCD screen. No customer abuse, just normal use.

    After having contact again with Apple they agreed to repair it and pay the full 100% costs.

    Especially Apple users in Europe can use this strategy because of the consumers law which is valid in Europe. Link: http://www.eccnl.eu/

    Sander

    Message was edited by: Sander_Kaa
  • by gidnitacs,

    gidnitacs gidnitacs Apr 2, 2008 8:33 AM in response to rmjf
    Level 1 (0 points)
    Apr 2, 2008 8:33 AM in response to rmjf
    hi rmjf, you got it right! =)

    just wondering what was edited out by the moderator on your post.
  • by gidnitacs,

    gidnitacs gidnitacs Apr 2, 2008 8:38 AM in response to Sander_Kaa
    Level 1 (0 points)
    Apr 2, 2008 8:38 AM in response to Sander_Kaa
    hi sander,

    would you happen to have documentation from them regarding their finding? maybe you can post it here. i'd be interested to see how they determined that it was due to a defective LCD and if there is any chance that we can use that as leverage to have our own units repaired for free.

    thanks,

    gidnitacs
  • by gidnitacs,

    gidnitacs gidnitacs Apr 2, 2008 8:39 AM in response to Christopher Wilson2
    Level 1 (0 points)
    Apr 2, 2008 8:39 AM in response to Christopher Wilson2
    hey chris,

    suggest that you still have them take a look at it. based on experience, lines sometimes disappear for a period, but they always come back.

    gidnitacs
  • by gidnitacs,

    gidnitacs gidnitacs Apr 3, 2008 11:28 AM in response to gidnitacs
    Level 1 (0 points)
    Apr 3, 2008 11:28 AM in response to gidnitacs
    hi guys,

    check out this article at macnn regarding this issue: <Edited by Moderator>

    gidnitacs
  • by Sander_Kaa,

    Sander_Kaa Sander_Kaa Apr 2, 2008 12:54 PM in response to gidnitacs
    Level 1 (0 points)
    Apr 2, 2008 12:54 PM in response to gidnitacs
    Hello gidnitacs (and others),

    The service provider simply said this (freely translated from Dutch language):

    "LCD screen is broken. No customer abuse. Replacementcosts: 400 euro"

    Yes, it was that simple.. I will ask the the Service Provider if they're ok with me putting their findings in a scan on the internet.

    Good luck with this issue, at least Apple Netherlands address this problem in a right way!
  • by tintinlad,

    tintinlad tintinlad Apr 2, 2008 11:42 PM in response to Sander_Kaa
    Level 1 (20 points)
    Apr 2, 2008 11:42 PM in response to Sander_Kaa
    Here in France it seems that people with this problem have been able to get free repair IF they had bought the unit directly from Apple (Apple store) otherwise, if bought in a store Apple is ignoring the problem.
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