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 The Dude Abides,

    The Dude Abides The Dude Abides Jun 29, 2009 1:09 PM in response to Baby Boomer (USofA)
    Level 4 (1,835 points)
    Jun 29, 2009 1:09 PM in response to Baby Boomer (USofA)
    This entire thread (14 pages!) is, for the most part, about iSight machines and the problem they have with lines on the display. They are certainly not "problem free." You are correct re the Extension programs. The Rev A and Rev B versions had lots of issues (motherboards, if I recall correctly, or was it power blocks?). However, if you read, at the minimum, my posts, you will see that Apple replaced my entire display three + years out of warranty with not a hint of argument. And I was not the only one. Read the thread in its entirety. Clearly, just going by the serial numbers of the affected machines, the iSights from that factory at that time had demonstrable problems down the line, which Apple is addressing (more power to them!) at this time. More than a "few bad apples." Just because Apple is not calling this fix an "extension program" doesn't mean they aren't aware of the problem. And it is a problem. I'm just happy that Apple took the steps it did to start correcting the problem instead of sweeping it under the rug. This is, to my eyes, good corporate policy, and they should be lauded for it.
  • by tintinlad,

    tintinlad tintinlad Jun 29, 2009 9:47 PM in response to The Dude Abides
    Level 1 (20 points)
    Jun 29, 2009 9:47 PM in response to The Dude Abides
    I agree completely with you. Here in France Apple took time to react, but finally they did to the satisfaction of many people see this thread on the french forum (its title mentions Intel machines but it deals with all imacs with the problem of lines:
    http://forum.macbidouille.com/index.php?showtopic=227501&st=390

    Also I repeat for the others fellows with doubts that most people got resolution by calling Apple customer service, without getting agressive or angry; Apple issues then a special repair number which will cover the costs at your nearest apple store. It should work in Uk as well...
    Try again !
  • by raven55,

    raven55 raven55 Jul 5, 2009 3:18 PM in response to Hotthedog
    Level 1 (0 points)
    Jul 5, 2009 3:18 PM in response to Hotthedog
    I have just discovered all these threads after a vertical yellow line appeared (very narrow) about 2 cms from the right-side of my Mac Intel OSX 17" screen. It was purchased in 2006 also, with serial number beginning QP6100, here in the States. We have an Apple store where I purchased it - I hope they follow the discussion threat and don't give me problems! thanks to all who posted.
  • by The Dude Abides,

    The Dude Abides The Dude Abides Jul 5, 2009 5:13 PM in response to raven55
    Level 4 (1,835 points)
    Jul 5, 2009 5:13 PM in response to raven55
    Hopefully you read enough of the posts to get the main point: CALL Apple and make a Genius Bar appt. Don't just go in the store carrying your Mac with a story. That seems to be the way to handle it. Then, once you get in the store, you just explain that you have a line (I only had one line, unlike others who had several to dozens) and let them see what's what. The guy never even looked at my screen, just ran some kind of diagnostics and then said they'd cover it. Nice and easy. smiles all the way.
  • by raven55,

    raven55 raven55 Jul 7, 2009 5:26 PM in response to The Dude Abides
    Level 1 (0 points)
    Jul 7, 2009 5:26 PM in response to The Dude Abides
    will do just that - my genius bar apptmt is for this friday. wish me luck!
  • by AleMello,

    AleMello AleMello Jul 15, 2009 4:17 AM in response to gidnitacs
    Level 1 (16 points)
    Jul 15, 2009 4:17 AM in response to gidnitacs
    My iMacG5 17" w/o iSight was fixed 2 times under AppleCare, but has again 3 dead lines (one pink, two yellows -- I'm counting them by color, now). At the right side, as usual.

    Since we don't have AppleStores or Genius guys in Brazil, I'm faded to buy another monitos and use my G5 iMac as a CPU tower. It would take lots of dollar to take it there to US to show it to a Genius and claim for a new one.

    Apple is becoming more and more like Microsoft...
  • by tintinlad,

    tintinlad tintinlad Jul 15, 2009 10:19 PM in response to AleMello
    Level 1 (20 points)
    Jul 15, 2009 10:19 PM in response to AleMello
    Hi
    Mine has its screen changed 3 times so its now wearing the 4th one! In all cases Apple provided the changes out of warranty period and free.

    I had just firs to get a authorisation number from Apple consumer service (over the phone) NOT from an Apple store, and then with that number contacting the service provider THEY advise me (I could also choose another one If I wanted).

    So I guess since Apple Brazil exist they could cover the repair free and they must have some repair facilities in the country. And if they dont want , I would then contact Apple US to get them to wokrout a easy solution for you.

    Worth a try maybe...
  • by Schpark,

    Schpark Schpark Jul 16, 2009 10:55 AM in response to The Dude Abides
    Level 1 (0 points)
    Jul 16, 2009 10:55 AM in response to The Dude Abides
    No, unfortunately it is NOT nice and easy. After my wife being shot down at the Genius bar, I decided to call Apple as if it is the secret to resolution. I was shot again shot down. They said it was an acknowledged defect but they would only help cover the repairs until December 2008.

    They were unsympathetic to the fact that I have purchased only Apple computers and were not concerned about losing a long time customer. I personally have purchasedfrom Apple: 7 computers, 4 Airport base stations of various types, and many other peripherals. I have directly influenced many relatives and friends in their purchase of Apple computers, because I thought Apple took care of their customers.

    I guess I have to agree with the Apple becoming like MS. They are forgetting what got them to where they are.
  • by Merely Bewildered,

    Merely Bewildered Merely Bewildered Jul 16, 2009 12:18 PM in response to Schpark
    Level 1 (0 points)
    Jul 16, 2009 12:18 PM in response to Schpark
    Did you tell them about the petition?

    http://www.petitiononline.com/maclines/petition.html

    At first Apple were reluctant to do anything, but after we informed them of the petition they fixed it for us. Might work for you.
  • by tintinlad,

    tintinlad tintinlad Jul 16, 2009 10:13 PM in response to Schpark
    Level 1 (20 points)
    Jul 16, 2009 10:13 PM in response to Schpark
    I was told by Apple France that they would cover the problem (of the lines) up to 3 years after the purchase date, would that correspond with the december deadline they told you about?

    Unfortunately the happy resolution doesnt seem to be universal; maybe depending of countries or of people spoken to, since Apple never officially launched a special program to adress the problem. I beleive it was dealt with on a case by case basis. Which leads to people being "happy" and others being ****** of.

    Here in France it seems to depend with whom you speak at customer relations and if it does not work it is good to try again with another guy (or girl) until you get a yes... (or you get discouraged) crasy I think!
  • by smeargle,

    smeargle smeargle Jul 17, 2009 11:03 AM in response to gidnitacs
    Level 1 (0 points)
    Jul 17, 2009 11:03 AM in response to gidnitacs
    hi, I have exactly the same problem; 3 death lines; two blue, one yellow; one on the left side, two on the right... but the thing is I do not know the call center number I have to call to report it, I'm from Mexico and I have went to an Apple authorized provider, but they just gave me a non-official number.

    Is there a number to where I can call, or what do I need to do?

    Thanks in advance
  • by tintinlad,

    tintinlad tintinlad Jul 18, 2009 4:30 AM in response to smeargle
    Level 1 (20 points)
    Jul 18, 2009 4:30 AM in response to smeargle
    Hi
    According to this page:

    http://www.apple.com/mx/support/contact/

    I guess the number would be:
    Asistencia técnica para iPod y Mac: 001-866-676-5682
  • by Klaus1,

    Klaus1 Klaus1 Jul 26, 2009 3:46 PM in response to tintinlad
    Level 8 (48,913 points)
    Jul 26, 2009 3:46 PM in response to tintinlad
  • by raven55,

    raven55 raven55 Jul 27, 2009 3:47 PM in response to raven55
    Level 1 (0 points)
    Jul 27, 2009 3:47 PM in response to raven55
    For the Dude Abides and others - I made my Genius Bar appointment - and left my I-MAC. They agreed it was a display problem and fixed it - took less than a week after they ordered parts. So far, so good - no yellow lines on the right. Wish you good luck in Brazil! The one in Virginia worked like clockwork (knock on wood). Thanks to all who posted and directed me - I wouldn't have had a clue what to do after the warranty expired.
  • by The Dude Abides,

    The Dude Abides The Dude Abides Jul 27, 2009 4:37 PM in response to raven55
    Level 4 (1,835 points)
    Jul 27, 2009 4:37 PM in response to raven55
    Glad it worked out for you. The majority of posters now are reporting success. Apple is doing good by us!
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