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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

Reply
438 replies

Sep 25, 2007 8:14 PM in response to gidnitacs

Mine has 6 lines now. Spoke to them too, they said that if there are a lot of users with the same problem sending in their imacs, they might consider an extended warranty program. He can't comment how many though. I asked if we fix it now and Apple decided to extend the warranty later, can we get a refund. They said we can write in for a refund but no guarantees. I think Apple is getting too big and arrogant, not caring about their customers. I just bought a HP Compaq laptop, should have stuck to PCs instead of this integrated all-in one expensive mess.

Sep 26, 2007 7:10 AM in response to treknx1

treknx1 wrote:
Spoke to them too, they said that if there are a lot of users with the same problem sending in their imacs, they might consider an extended warranty program. He can't comment how many though.


problem is that a lot of people don't even bring in their imacs. they get "turned off" cos of:
1. the negative experiences of others that are posted here
2. the cost just to have it checked up

however, maybe that is the solution to our problem. if everyone brings in their imacs, apple will have the numbers to "officially" determine that this is a common manufacturing defect and not just something that a few have experienced.

Sep 26, 2007 12:16 PM in response to gidnitacs

"Now, the question is, *how do we get Apple to address this issue*?"

By submitting your concerns over on the Product Feedback website.

Apple does not respond nor scan these forums for issues. However, they do at the above linked site.

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._
User uploaded file

Sep 26, 2007 4:46 PM in response to gidnitacs

"apple's response is basically "it's your problem, not ours."
More than likely the Product Feedback has not gotten that many complaints.

I do not know Apple's criteria regarding how many Feedback complaints needed to make a recall and/or an Extension Repair Program. A few hundred or a few thousand? User uploaded file

If you purchase an expensive product, to have +piece of mind+ it's recommended to also purchase the manufacturers warranty if offered. In this case AppleCare.
User uploaded file

Sep 28, 2007 2:45 AM in response to Baby-Boomer-USofA

Baby Boomer (USofA) wrote:
If you purchase an expensive product, to have +piece of mind+ it's recommended to also purchase the manufacturers warranty if offered. In this case AppleCare.


this can easily be countered by "if i purchase an expensive product, i wouldn't expect it to break down after 1 year." especially products like the imac, which is typically not exposed to harsh conditions.

Oct 12, 2007 11:26 AM in response to gidnitacs

Yep. I feel Apple's 1 year manufacturer warranty for the iMac is not adequate, especially for an all-in-one unit with a relatively high price.

My iMac G5 started displaying a vertical cyan line about 4 weeks ago, only about 19-20 months after I bought it for Christmas in 2005.

I called up Apple to enquire what could be done and was told by their customer service that a rather long period had elasped since the warranty expired in 2006. So I was told to take the iMac to an authorised repair centre and Apple will not contribute to the cost of the repair.

I expect respectable service life from my computer and anything less than 5 years is totally unacceptable. Thus I seriously question the value proposition for the iMac in this respect. Does it mean that I have to replace my iMac every 2 years? The computer still feel reasonably zippy, I still have plenty of space left on my hard drive, but the screen is failing ...

Today another line (green) appeared on the screen ...

It is my understanding that a number of LCD monitor manufacturers are now providing 3 year warranties for their products. Now why should Apple only provide a 1 year warranty? Especially when the replacement option will cost more than buying an entire new LCD monitor with even better specifications?

Based on the number of responeses I have seen here, this is not a rare occurance and I seriously question their quality control in their manufacturing process. I think Apple should be responsible for these repairs, and also provide a 3-year warranty for their LCD screens.

My iMac's serial number is W8548Zxxxxx.

Sincerely yours, an unhappy Apple customer.

Nov 27, 2007 10:35 AM in response to gidnitacs

Vertical Lines on My iMac ;-( Doesn't look so pretty with them.

Apple has a service program for (now at least) earlier iMac G5's within a specific Serial # range. Here is a link to see if yours qualifies....
http://www.apple.com/uk/support/exchange_repair/imac.html

Otherwise, I suggest a call into Apple and make a formal complaint and get a case #. Yours isn't an isolated case. If this particular issue is reported enough times then Apple would be foolish not to extend the service program to cover all iMacs that are faulty or defective.

Asking customers to pay for expensive repairs to faulty parts just a little time out of the standard warranty is not good for their business. They need to step up and sort this out.

Apple Customer Support...Be sure to get a case #
http://www.apple.com/support/contact/

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

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