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 tintinlad,

    tintinlad tintinlad Mar 14, 2009 11:45 PM in response to LaGrasta
    Level 1 (20 points)
    Mar 14, 2009 11:45 PM in response to LaGrasta
    Call Apple customer relations your local store cannot give you free repair, Apple can (at least in France).
    Good luck
  • by jesseamber,

    jesseamber jesseamber Mar 17, 2009 12:04 PM in response to gidnitacs
    Level 1 (0 points)
    Mar 17, 2009 12:04 PM in response to gidnitacs
    Just wanted to share that I brought my iMac in to my local Apple Store today and they are fixing it for FREE! The guy at the genius bar was giving me prices for the repair, and happened to ask his boss about one of the parts, and the boss then told him that it is covered by an extended repair program.
    I had about a hundred lines on my screen. My iMac was 3 years old (pre-Intel), serial W85*
    I had searched all the forums, apple's website, etc. for information on this issue and got nowhere. Go directly to Apple and be persistent!
  • by jesseamber,

    jesseamber jesseamber Mar 17, 2009 12:06 PM in response to jesseamber
    Level 1 (0 points)
    Mar 17, 2009 12:06 PM in response to jesseamber
    I forgot to mention that the guy at the genius bar told me that the extended repair expires in 26 days!
    I don't have more info on which machines are covered but I wish you all luck!
  • by The Dude Abides,

    The Dude Abides The Dude Abides Mar 21, 2009 7:48 PM in response to LaGrasta
    Level 4 (1,835 points)
    Mar 21, 2009 7:48 PM in response to LaGrasta
    Well, add me to the list. My iMac 17" G5 iSight just got a red line dead center vertical on its screen. Went to the forums and found the thread. checked my serial and, guess what, W8545... Looks like I get to go to the Apple Store and hassle them. Probably get nowhere but it should be entertaining. This is my old machine, I'm running a next-to-latest 24" iMac. May be time for a new machine for the wife, though.
  • by Miura Anjin,

    Miura Anjin Miura Anjin Mar 29, 2009 6:40 AM in response to gidnitacs
    Level 1 (0 points)
    Mar 29, 2009 6:40 AM in response to gidnitacs
    My G5 just developed the "lines and dots" problem. After reading all the posts and doing all the suggested remedies, I have sadly decided to fill out a feedback form and then go out and buy something else.
  • by maxbailey1,

    maxbailey1 maxbailey1 Mar 31, 2009 4:51 AM in response to jesseamber
    Level 1 (0 points)
    Mar 31, 2009 4:51 AM in response to jesseamber
    I have an Intel-Based 17" iMac that is experiencing the vertical line issue. I took it in to the Apple store, and they are also fixing it for FREE! One thing you are right about, persistance is the key. Once I got to speak with the manager, it was pretty smooth sailing from there. Thanks for the heads up!
  • by garison,

    garison garison Apr 9, 2009 6:41 AM in response to codlinmoth
    Level 1 (10 points)
    Apr 9, 2009 6:41 AM in response to codlinmoth
    My iMac is 2 years old last month and I'm having the same issue.

    One thought. I'm using "RemotePad Server.app" to operate my Mac from my Ipod Touch. I'm testing to see if this could be a cause.
  • by Hotthedog,

    Hotthedog Hotthedog Apr 9, 2009 6:37 PM in response to gidnitacs
    Level 1 (0 points)
    Apr 9, 2009 6:37 PM in response to gidnitacs
    Hi Guys - well here's another one to add to the pile!! My G5 Isight is just coming up to three and a half years old. Just after the APP expired at the end of year three the HD failed and replaced at approx. NZ$500. About three months ago I noticed the first of my vertical lines to the left hand edge of the screen. I now have 7, the latest five spreading inwards from the right hand edge. The only positive are the pretty colours they bring to the desktop everytime I use the Mac! I'm looking for a laptop and have been stalling at the price of the Macbook pro compared to PC. This issue is just about to the final nail in my love affair with Apple. I hope Steve Jobs gets better - his Company needs him.
  • by garison,

    garison garison Apr 10, 2009 5:20 AM in response to garison
    Level 1 (10 points)
    Apr 10, 2009 5:20 AM in response to garison
    Result is Negative
  • by codyb625,

    codyb625 codyb625 Apr 12, 2009 1:53 PM in response to gidnitacs
    Level 1 (0 points)
    Apr 12, 2009 1:53 PM in response to gidnitacs
    im not the origional owner of my g5 but im pretty shure its about 3 and a half years old. I started getting lines about three months ago. I now have one blue line and one yellow one.Its been a while since ive gotten a line so I think the problem stopped but im not shure. How fast do lines appear on your screens? im thinking about hooking up another monitor if the problem gets worse.
  • by tintinlad,

    tintinlad tintinlad Apr 12, 2009 11:13 PM in response to codyb625
    Level 1 (20 points)
    Apr 12, 2009 11:13 PM in response to codyb625
    Depends mine went in one year from 1 line to 70... at which stage I had real difficulty to use the machine; it is then that I phoned again Apple (France) and agreed to repair it (a year earlier they had refused).Maybe you should try calling directly Apple customer service.
    I have also in my time hooked up succesfully an external screen, so if pple refuses, then there is that solution (you may need a small software to enable the use of an external monitor)
    http://www.macworld.com/article/39969/2004/10/imacscreenspanning.html

    Solution:
    http://www.rutemoeller.com/mp/ibook/ibook_e.html

    Works if your Imac is in this list:
    http://www.rutemoeller.com/mp/ibook/supportlist_e.html
  • by Chyebren,

    Chyebren Chyebren Apr 13, 2009 9:05 AM in response to gidnitacs
    Level 1 (0 points)
    Apr 13, 2009 9:05 AM in response to gidnitacs
    Here in the UK, thank goodness we have pretty good consumer legislation. Our point of redress is always the retailer not the manufacturer, so I didn't first approach Apple, but contacted the sellers: Cancom Ltd.

    When my 2 year old Imac grew a couple of vertical lines last month, I came to search these forums and was horrified to see the scale of this problem as well as very concerned about the impending demise of my screen. My computer's serial number is not within those numbers Apple lists as being eligible for free repair.

    Cancom, offered free carriage and diagnosis of the problem in spite of it being out of warranty (no, I don't pay extra for Applecare) and found a replacement screen would be needed. They offered to fit it for free if I paid for the part (GBP350). I rang Apple and they immediately offered to provide the part for free.

    The work is now done. The computer is fixed at no cost to me. I'm entirely happy and feel that both Cancom and Apple have dealt with my case very fairly.
    I can only hope that others around the world are now getting the same consideration as I received. The more individuals who achieve these results, then the more likely it is that Apple will extend that courtesy to all.

    Good luck to you who are still waiting, I hope it won't be long for you.
  • by ycsin,

    ycsin ycsin Apr 23, 2009 8:28 AM in response to gidnitacs
    Level 1 (0 points)
    Apr 23, 2009 8:28 AM in response to gidnitacs
    about a year or so ago my 2005 imac G5 developed a single vertical line. then several more appeared. Today this happened! Awaiting comments from my local Apple reseller.

    http://twitpic.com/3tz8b
  • by Merely Bewildered,

    Merely Bewildered Merely Bewildered Apr 26, 2009 3:43 PM in response to ycsin
    Level 1 (0 points)
    Apr 26, 2009 3:43 PM in response to ycsin
    ...I bring you more news of iMac screeny lineyness.

    A green line appeared near the right side about a month back, now there's a much more irritating white one centre screen. Serial Number does indeed contain the suspected W8.
  • by The Dude Abides,

    The Dude Abides The Dude Abides Apr 30, 2009 5:53 PM in response to Merely Bewildered
    Level 4 (1,835 points)
    Apr 30, 2009 5:53 PM in response to Merely Bewildered
    Well, I called the tech # on the support page, explained the problem, they made an appointment at the Genius Bar for me, two days later (just now) I went in, they took a look, said it would be free, and now I'm just waiting for the part to come in and them to install it. I wore my nice professor clothes, was polite and undemanding, they were nice and pleasant, gotta love Apple.
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