gidnitacs
Level 1 (0 points)

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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gidnitacs

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

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  • by JontyK,

    JontyK JontyK Jul 29, 2009 11:48 AM in response to gidnitacs
    Level 1 (0 points)
    Jul 29, 2009 11:48 AM in response to gidnitacs
    I live in Newcastle, UK and developed 8 vertical lines over the past few months on my Nov 2005 iMac G5 1.9 GHz built in Shanghai and with the suspect serial number. Out of warranty and feared the worst. Have followed the thread with interest and phoned Apple UK support. Was armed with various arguments including this thread and this: http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html. The Apple chap could not have been more helpful and after he advised me to unplug power cord and re-plug while holding the power button (no change) he issued a code and gave me the name of my local approved repair shop. Took it in today and parts and repair all covered under extended warranty. I was pleasantly surprised not to mention £££ better off and credit to Apple for doing the descent thing. The chap in the repair centre implied that Apple were acknowledging the problem and doing something about it - costing them lots of $$$. Hope that helps others.

  • by Edward Boghosian,

    Edward Boghosian Edward Boghosian Jul 29, 2009 12:52 PM in response to JontyK
    Level 4 (1,395 points)
    Jul 29, 2009 12:52 PM in response to JontyK
    If possible, sending a picture of the screen showing the verticle lines would be very informative.

  • by The Dude Abides,

    The Dude Abides The Dude Abides Jul 29, 2009 2:09 PM in response to Edward Boghosian
    Level 4 (1,835 points)
    Jul 29, 2009 2:09 PM in response to Edward Boghosian
    For what? I took in a slew of photos of lines gathered from various threads, and the guy at the Apple Store didn't even bother to look. Once he heard there were lines, he hooked up my machine, took a look at the info on it (didn't even look at my screen) and ok'd the repair. If YOU want to see lines, do a search here or on Google and you will see plenty of examples. But you certainly won't need them to get a repair done.

  • by Edward Boghosian,

    Edward Boghosian Edward Boghosian Jul 30, 2009 12:29 PM in response to The Dude Abides
    Level 4 (1,395 points)
    Jul 30, 2009 12:29 PM in response to The Dude Abides
    I just want to compare them with the lines I have.

  • by The Dude Abides,

    The Dude Abides The Dude Abides Jul 30, 2009 1:31 PM in response to Edward Boghosian
    Level 4 (1,835 points)
    Jul 30, 2009 1:31 PM in response to Edward Boghosian
    Do a search here (iMac>Display>"vertical lines") or on Google.

  • by Agent Coyote,

    Agent Coyote Agent Coyote Aug 1, 2009 5:45 AM in response to gidnitacs
    Level 1 (0 points)
    Aug 1, 2009 5:45 AM in response to gidnitacs
    I just got a vertical line It's 2 inches wide on the screen and only appears over darker areas of the screen. Any ideas what I can do about this? From the other posts it looks like nothing can be done that's quick and cheap. I've posted a pic of the vline on my screen... Actually, I took a screen grab and the line didn't appear in the screen grab! Help! I do have a macbook too but I love my iMac!

  • by The Dude Abides,

    The Dude Abides The Dude Abides Aug 1, 2009 7:21 AM in response to Agent Coyote
    Level 4 (1,835 points)
    Aug 1, 2009 7:21 AM in response to Agent Coyote
    Did you READ this thread (or even the last few pages of it) before posting? Everything you need is here.
    Post back if none of the suggestions work out.

  • by Agent Coyote,

    Agent Coyote Agent Coyote Aug 3, 2009 11:54 AM in response to The Dude Abides
    Level 1 (0 points)
    Aug 3, 2009 11:54 AM in response to The Dude Abides
    No I didn't READ all 5 pages of it but have since. I called Apple today and quoted my serial number W8548 X... They reckon mine isn't covered by any extended warranty. I'm going to book an appointment at my Apple store though and see what they have to say. Thanks.

  • by fjcasale,

    fjcasale fjcasale Aug 5, 2009 9:40 AM in response to gidnitacs
    Level 1 (0 points)
    Aug 5, 2009 9:40 AM in response to gidnitacs
    Yesterday a thin magenta line appeared on the right side of my screen, running from top to bottom. After reading the threads, I will contact the Apple Store to get this corrected.

    It appears to be a continued problem for the MAC screen and one that Apple repairs.

  • by Brad Hedrick,

    Brad Hedrick Brad Hedrick Aug 7, 2009 2:22 PM in response to fjcasale
    Level 1 (10 points)
    Aug 7, 2009 2:22 PM in response to fjcasale
    I read ALL the pages and did ALL of the suggestions and still no dice. When I called, I was told there was nothing they could do and that I should try just clearing the PRAM. When I took it to the local Apple store,a "Genius" looked at it, checked the serial number and told me it was out of warranty (which I already knew) and that there was NOTHING they could do short of a $500 fix.

    To all those who have had their problem addressed, I say, good for you, I just wasn't one of them. I will do as some of the others have suggested and buy a cheap flatscreen to set in front of it when it gets much worse than it already is, but I will NEVER buy an all-in-one unit again.

    When the time comes to replace-upgrade to a newer model, I will consider a MacMini or something else but nothing with the screen built-in. This being my first Mac purchase as a switcher, I was hesitant to buy an iMac because of the very thing happening and dang if it didn't happen just 3 months out of warranty.

    Brad

  • by The Dude Abides,

    The Dude Abides The Dude Abides Aug 7, 2009 2:51 PM in response to Brad Hedrick
    Level 4 (1,835 points)
    Aug 7, 2009 2:51 PM in response to Brad Hedrick
    You don't say where you are from (country), but, if you are in the US, and your serial number is in the same range as those listed, they should fix it. Double-check your numbers, and then call back for an appointment, just saying you have a colored line issue on your display. When you (if you) go in again to the store, just present and see what they say. My machine was several years out of warranty and they fixed it without even looking at the display (he just hooked it up to his machine and looked at the internals, from what I could see). Apples should be apples (sorry) when it comes to this.

  • by Brad Hedrick,

    Brad Hedrick Brad Hedrick Aug 8, 2009 7:24 AM in response to The Dude Abides
    Level 1 (10 points)
    Aug 8, 2009 7:24 AM in response to The Dude Abides
    Dude, I went back through the whole post again and I can't find any specific list or range of affected numbers, however, my serial number does start with W8554xxxxxx. I am also in the US and I guess I could try to call Apple Support again and try my luck.

    Brad

  • by The Dude Abides,

    The Dude Abides The Dude Abides Aug 8, 2009 8:08 AM in response to Brad Hedrick
    Level 4 (1,835 points)
    Aug 8, 2009 8:08 AM in response to Brad Hedrick
    I forget where I found the list of numbers, but if you Google imac>serial numbers>vertical lines, you will find all kinds of info, including pictures. I remember looking all over the web, not just the Discussion pages (some of which has been removed). You may have to do some homework. But many of us (especially now, in the U.S,) have gotten new displays with virtually no argument, using exactly the method I talk about. Good luck.

  • by tintinlad,

    tintinlad tintinlad Aug 9, 2009 3:56 AM in response to Brad Hedrick
    Level 1 (20 points)
    Aug 9, 2009 3:56 AM in response to Brad Hedrick
    Try again, here in France I was rebucked and I asked agan (1 year later) and I got it... Like the Loto... maybe ...since it seems that it has a lot to do with whom you speak with... his/hers temper, state of tiredness, degree of creativity... etc

    Or your own attitude, level of irritation, total discouragment etc

    Or a combination, or whatever... I would try again and again until it opens up.

    And whatever you do good luck!

  • by far_side,

    far_side far_side Aug 9, 2009 5:04 AM in response to JontyK
    Level 1 (0 points)
    Aug 9, 2009 5:04 AM in response to JontyK
    Hi,

    I have a late 2005 1.9GHz 17" iSight G5 iMac. Currently I have 4 vertical lines, three green and one pink, on the right side of the screen. It also suffers from what I think is some kind of fault with the built-on graphics chip, a green sort of grid pattern over the screen. I have read that some people in the UK have taken their iMac to their Apple Store Genius Bar, and some have had the screen fixed, free of charge, and some haven't. However, I live near St Andrews on the East coast, and the nearest Apple Store is in Glasgow. It is awkward to have to go to Glasgow, taking my iMac on a train. But I would do it if I knew that they would repair it for me, without claiming that it costs some ridiculous amount that is actually more than the iMac is worth. But as it seems to be luck-of-the-draw, I am reluctant to lug it all the way to Glasgow.

    If I were to phone up to arrange a Genius appointment would I be able to explain my problem to them or is it just a person with an appointment book in front of them?

    JontyK - You say that you phoned Apple UK support, what is their number as the only ones I can find are for Apple Stores, or people whose devices are still under warranty?
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