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 HPFgrants,

    HPFgrants HPFgrants Jun 3, 2008 3:41 PM in response to gidnitacs
    Level 1 (0 points)
    Jun 3, 2008 3:41 PM in response to gidnitacs
    Hi there.

    My situation is almost identical to most of yours, but with its own apparent quirks.
    - vertical lines on my work iMac display are on the left side of the screen.
    - first line appeared ten days ago, on May 22
    - second line began to intermittently appear yesterday, June 2
    - third line (static) was on the display when I arrived at work this morning
    - after researching the problem (unsuccessfully again, using Apple's troubleshooting pages) chose to look up the info here, on the forums. Shortly after doing that and seeing my computer's problems described almost to a T by many of you, something new happened. A white vertical bar approx 5" wide appeared on the display's left half. In the colorless bar are 15 vertical lines of various colors.

    This computer was also manufactured at the aforementioned W8 plant in Shanghai. Timing's different, in my case: problems began appearing 16 months after we ordered this new computer.

    Your posts and comments have been helpful. Thank you for detailed descriptions and links
    to test the problem and report the malfunctions to Apple.
  • by aplpai,

    aplpai aplpai Jun 4, 2008 11:24 AM in response to gidnitacs
    Level 1 (0 points)
    Jun 4, 2008 11:24 AM in response to gidnitacs
    I am now up to 8 vertical lines mostly on the left side. Really annoying. And I guess there is more to come.
  • by Doogster,

    Doogster Doogster Jun 9, 2008 9:42 AM in response to gidnitacs
    Level 1 (0 points)
    Jun 9, 2008 9:42 AM in response to gidnitacs
    Hi

    I've had the same problem on my 17" iMac since January 08 with the same response from Apple.

    I urge all UK users with this problem to contact Watchdog - you can do this online as I have - the more complaints, the more chance they'll take it up. Also - as there is a history of these posts disappearing - take screen prints and save them to a folder as a backup.
  • by Gazwas,

    Gazwas Gazwas Jun 9, 2008 2:41 PM in response to Doogster
    Level 1 (0 points)
    Jun 9, 2008 2:41 PM in response to Doogster
    Same problem with my iMac 17" since Feb...... very anoying.

    So come on all you UK sufferers, get on to BBC's Watchdog. Hopefully the Beeb will set Nicky Cambell on to them!!!
  • by jacqp,

    jacqp jacqp Jun 10, 2008 7:06 AM in response to gidnitacs
    Level 1 (0 points)
    Jun 10, 2008 7:06 AM in response to gidnitacs
    I was in the Apple store where i bought my imac.
    They think its normal the computer has a problem after 2,5 year, they didn't even look at my imac, and they had never seen vertical lines i was the first...
    What a bad store en very bad service.
    My second step: write a letter to Apple Netherlands to see what great service they offer......
  • by Sander_Kaa,

    Sander_Kaa Sander_Kaa Jun 13, 2008 1:42 AM in response to jacqp
    Level 1 (0 points)
    Jun 13, 2008 1:42 AM in response to jacqp
    Hey Jacqp,

    Make sure you send a letter to the store where you bought you're Mac, not to the company who made it (=Apple). For specific Dutch Law check www.consuwijzer.nl or www.consumentenautoriteit.nl. On the first site you can find an example letter which you can send. Very helpfull!

    Good luck.

    Message was edited by: Sander_Kaa
  • by jacqp,

    jacqp jacqp Jun 14, 2008 2:25 PM in response to Sander_Kaa
    Level 1 (0 points)
    Jun 14, 2008 2:25 PM in response to Sander_Kaa
    Hoi,
    Hartelijk bedankt voor de informatie!
    Ik ga een brief schrijven naar de winkel waar ik de rotte appel heb gekocht.
    Voel me een stuk sterker staan door de extra info die ik nu weer heb gelezen.
    Groet
    Jacqueline

    Sorry my english is not that good, so in Dutch it is easier for me to write...
  • by thierh,

    thierh thierh Jun 24, 2008 9:24 AM in response to jacqp
    Level 1 (0 points)
    Jun 24, 2008 9:24 AM in response to jacqp
    I you can read French, this is good news at least for a French Imac g5 customer who won a case against Apple France on this issue :

    http://forum.macbidouille.com/index.php?showtopic=269370
  • by Wayne Young2,

    Wayne Young2 Wayne Young2 Jun 30, 2008 1:22 AM in response to gidnitacs
    Level 2 (180 points)
    Jun 30, 2008 1:22 AM in response to gidnitacs
    Welcome to the club, Wayne!

    I just developed my 1st vertical line 2 days ago and a new one blinked into life yesterday. Right side of the screen.

    My difference is that Mine was NOT made in China, but in Cork Ireland (serial starts w CK)

    THis problem sounds similar to the Optical drive problem that plagued my G3 Firewire for YEARS. Numerous replacements under Apple care for that part finally resulted in buying an aftermarket CD drive which still works perfectly to this day.

    Moral of the story? If the part was outsourced (which thay all are now) Apple doesnt feel its their fault, and will do little to fix the problem, figuring it wil go away... which it did. Hardware gets old, people fed up (like me) and you find a fix. Dont expect Apple to come to the rescue.

    What will I do? I'll check my ApplCare contract to be sure that I am indeed out of warranty, and if so, consider and external monitor...

    Sad.
  • by Wayne Young2,

    Wayne Young2 Wayne Young2 Jun 30, 2008 10:22 AM in response to Wayne Young2
    Level 2 (180 points)
    Jun 30, 2008 10:22 AM in response to Wayne Young2
    Got home from work today and for ships and giggles looked up my iMac's serial on applecare...

    COVERED TIL DEC 2008!

    I am a lucky mo' fo'...

    I'll be goin in for service on Thursday morning...

    Glad my buddy got AppleCare!

    W
  • by moidsch,

    moidsch moidsch Jun 30, 2008 12:04 PM in response to Wayne Young2
    Level 1 (0 points)
    Jun 30, 2008 12:04 PM in response to Wayne Young2
    I hit my 10th line in my 17" Imac Intel W8 series.
    It's really a major problem in the series and I feel insulted how Apple do not address this issue.
    I live in Brazil and consumer rights legislation here really favours the consumer.
    I'll follow suit complaining about this issue soon, since it may be the only way to get my screen working as it should be.
  • by Javier Tozzola,

    Javier Tozzola Javier Tozzola Jul 7, 2008 10:18 AM in response to Wayne Young2
    Level 1 (5 points)
    Jul 7, 2008 10:18 AM in response to Wayne Young2
    I am having the same issue with my iMac G5 isight (1.9 Ghz). I bought it in December '05. Serial Number W8544xxxxxx

    Five days ago the computer had a vertical line when it was turned on. It has all the characteristics you have mentioned here. Today I found yet another line.

    _*Common Apple, this many identical malfunctions can't be a coincidence. It is your responsibility to assume this mistake, and replace all faulty LCD's.*_
  • by Baby Boomer (USofA),

    Baby Boomer (USofA) Baby Boomer (USofA) Jul 7, 2008 1:30 PM in response to Javier Tozzola
    Level 9 (57,623 points)
    Jul 7, 2008 1:30 PM in response to Javier Tozzola
    *Javier Tozzola*

    Unfortunately, the iSight models are not user repairable, except for RAM installation. Also, this model is not part of Apple's Extension Repair programs.
    Any repairs for the iSight models (3rd generation) must be done by a qualified technician.

    If you have AppleCare, strongly suggest that you contact them and/or take your computer to your nearest AASP or Apple Store.

    BTW: Apple does not visit these forums. These are user-to-user forums where everyday folk post questions and offer answers to each other.
    Also, 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.
  • by dgreenwood,

    dgreenwood dgreenwood Jul 12, 2008 10:52 PM in response to Baby Boomer (USofA)
    Level 1 (0 points)
    Jul 12, 2008 10:52 PM in response to Baby Boomer (USofA)
    To add my experience to the body count, a few days ago the vertical lines started appearing on my iMac G5 with the serial prefix W8546.

    First a couple of lines, now up to 7 lines. It is sad that this manufacturing defect is not recognized by Apple.

    Cheers,

    Darrell
  • by mob89,

    mob89 mob89 Jul 15, 2008 10:19 PM in response to gidnitacs
    Level 1 (0 points)
    Jul 15, 2008 10:19 PM in response to gidnitacs
    I too have an iMac G5 (intel based) with a serial that starts with W8. I'm so glad I got Applecare, I've only occasionally purchased the additional insurance when purchasing technology, but this is the only time I've had to use it. I'm just hoping that getting it fixed will not be too painful.

    With all the posts here about it it seems like a defect to me.
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