edis

Q: vertical lines - there for sure

I want to share my success of getting iMac, that was demoed for a while, before I became user and warranty time started ticking for me. Initially unhappy to discover, that unit was on display at some computer shop (via traces of activities), I am now extremely happy to be found in position to be covered by 12 months warranty, once famous vertical lines issue is there, as it should (same unfortunate serial number). Only weeks were left for this joy to happen.

On the other hand, I am posting this to encourage Apple looking at the essence of problem, and stop playing unaware - when the rest of the world knows issue very well, it would be surprising, that otherwise great company would behave like it does now. If we, Apple users, are goodwilled to slightly overpay for our gadgets, surely we do this with trust in Apple as decent manufacturer of reliable equipment. If manufacturing turns out to have defects (having that for particular serie is sure sign), we, users, and Apple are finding ourselves at crossroads: either our favorite company does right thing to protect our expectations, or we no longer expect equipment to be reliable, we though it should be.

If my PC screens are more robust, than those in Mac, and if there is nobody to stand on our side in such discoveries - well, you got idea.

Personally, I am happy to have warranty, as described. But it is only luck. One cannot expect be lucky all the time.

Apple, please address issue as needed, I want to be able buying your next product.

iMac Core Duo, Mac OS X (10.5.3)

Posted on Jul 1, 2008 2:35 AM

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Q: vertical lines - there for sure

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  • by Barb333,

    Barb333 Barb333 Sep 13, 2009 2:04 PM in response to edis
    Level 1 (0 points)
    Sep 13, 2009 2:04 PM in response to edis
    Hi,

    I have the same problem...for now, there's one cyan vertical line and two more (magenta and yellow) appear from time to time.

    I read discussions online about this, I contacted the slovenian Apple authorised service and told them about my problem, about the discussions online and how many people have this problem and that Apple is fixing it for free... but the guy said there's no Repair Extension Program for iMacs right now so I'd have to pay.
    I insisted with all mentioned above but he said that as long as there's no Repair Extension Program, I have to pay and that if I have a link to the Repair Extension Program, I should send it to him. Of course I don't have the link, if he didn't find it, why would I.

    Anyway, these services are Apple Authorised so it's not really Apple and I'm guessing I should probably contact Apple directly but I don't know where to call without spending a fortune for a phone call??!?!
    There's no "real" Apple Store in Slovenia, they're all Premium Reseller stores, Authorised Reseller stores or Retail stores and I'm guessing it's pointless to contact them cause they're just intermediaries.
    I also called Apple Authorised Distributor for Slovenia and they told me to contact the two services I did...

    If Apple won't fix this for free, I'm never buying a Mac again. Why pay 1000 euros more for a worse quality than the one of a PC???

    Any ideas? Did anyone from a small country without an Apple store have a similar problem? Where should I call??
  • by Dah•veed,

    Dah•veed Dah•veed Sep 13, 2009 2:26 PM in response to Barb333
    Level 7 (34,815 points)
    Mac App Store
    Sep 13, 2009 2:26 PM in response to Barb333
    All that I can suggest is that you contact them again and explain that there is indeed an Apple policy for repairing these Macs and request that they contact Apple directly through their AASP channels for authorization for this repair.

    Here in Mexico the AASP have a direct iChat with Apple for the techs to live chat with their support services. This is who eventually authorized the AASP here in Monterrey to do the repair.

    Dah•veed
  • by Sam Wilson,

    Sam Wilson Sam Wilson Sep 13, 2009 3:57 PM in response to edis
    Level 1 (5 points)
    Sep 13, 2009 3:57 PM in response to edis
    I too would like to add my name to the list of iMac display problems. I have a vertical dark line on the left hand side of my screen, which has just appeared yesterday. My iMac is just out of warranty by a couple of weeks, so I will be pursuing a repair from Apple UK.

    Sam.
  • by Barb333,

    Barb333 Barb333 Sep 13, 2009 4:05 PM in response to Dah•veed
    Level 1 (0 points)
    Sep 13, 2009 4:05 PM in response to Dah•veed
    Thanks for the reply David. Do you know where I can find this specific Apple policy which concerns this case, to send the link to the guy?
  • by Dah•veed,

    Dah•veed Dah•veed Sep 13, 2009 4:39 PM in response to Barb333
    Level 7 (34,815 points)
    Mac App Store
    Sep 13, 2009 4:39 PM in response to Barb333
    I know of know published policy, but the Customer Relations agent said that she referred to a specific article from Apple at her disposal that authorized her to agree to the repair.

    Dah•veed
  • by Stephen Dawson,

    Stephen Dawson Stephen Dawson Sep 14, 2009 5:19 PM in response to Dah•veed
    Level 1 (25 points)
    Sep 14, 2009 5:19 PM in response to Dah•veed
    Thanks for the advice David.

    I phoned again, asked for a Product Specialist. Got put on hold a few times, then was put on with a Product Specialist who listened to my story. I told him that there are many people reporting the issue with this particular model on the discussion boards. His response was that "just because you read 10 or 15 posts on a website doesn't mean anything as they shipped millions of that model". I said yes, but you shipped 30 to me and 9 have been affected by this apparent defect. He told me that Apple could set up a repair but that I'd have to pay for it. I continued to explain my situation, until he put me on hold again for about 10 minutes, only to be disconnected. I phoned back and frustrated, I immediately asked to speak to a CRA on your advice. The guy I spoke to was fantastic. He took the serial numbers of each computer, and said he would get back to me. He phoned back the following day saying that because of the significant % of my 30 that have failed, Apple would take care of it out of warranty. They're in the shop now, and I hope to get them back late this week.
  • by Barb333,

    Barb333 Barb333 Sep 15, 2009 4:05 AM in response to Dah•veed
    Level 1 (0 points)
    Sep 15, 2009 4:05 AM in response to Dah•veed
    I called again to ask them to contact Apple about the problem but the guy said they already had a few cases like mine (which only proves again that it's a serious manifacture issue-not that many people have Macs in Slovenia) and they contacted Apple Europe Service about it but every time they got a reply that they won't fix it for free until there's a Repair Extension Program out.

    It's f****g frustrating.

    I guess I'll start sending emails to all possible contacts on the Apple support site and keep sending them until I get a positive reply. There's no sense in paying 400 euros for the repair, I rather buy a new screen or a PC.

    When will Apple start taking this problem seriously and put another Repair Extension Program out instead of letting their costumers having to spend their time contacting them several times, some being lucky, some not???
  • by lobo4,

    lobo4 lobo4 Sep 15, 2009 1:04 PM in response to edis
    Level 1 (0 points)
    Sep 15, 2009 1:04 PM in response to edis
    Have a thin blue line and now thin green line...on the phone with Apple right now and on hold as they get a product specialist. 3 year warranty is over bought in 3/06, but they better take care of this or lose a great customer and supporter of Apple.
  • by lobo4,

    lobo4 lobo4 Sep 15, 2009 1:30 PM in response to lobo4
    Level 1 (0 points)
    Sep 15, 2009 1:30 PM in response to lobo4
    Okay...talked with a product specialist, and he said they would make a one time exception even though there is no warranty and made an appointment for me at the same time. Sweet! Guess I will remain a mac fan after all.
  • by swanpoint,

    swanpoint swanpoint Sep 23, 2009 4:31 AM in response to lobo4
    Level 1 (0 points)
    Sep 23, 2009 4:31 AM in response to lobo4
    I purchased a MacBook Pro last night at Best Buy in Manassa, VA. Work great during the upgrade to Snow Leopard. Then, right before my eyes, a verticle line, a bright green one, appeared right of center and is persistent throughout reboots, etc. My hunch is it's heat damage to the video subsystem. Will exchange this POS for a new one this evening.
  • by swanpoint,

    swanpoint swanpoint Sep 23, 2009 4:59 AM in response to swanpoint
    Level 1 (0 points)
    Sep 23, 2009 4:59 AM in response to swanpoint
    Serial No.: W8934B327XJ
    Part No.: MC118LL/A
    Model No.: A1286
  • by Lycorys,

    Lycorys Lycorys Sep 23, 2009 2:18 PM in response to edis
    Level 1 (0 points)
    Sep 23, 2009 2:18 PM in response to edis
    I posted a while back that I was having the same problem with vertical lines. When line #4 showed up last night I had had enough. I called AppleCare this morning and after being given a bit of runaround about the machine being out of warranty I was connected with a Product Specialist and she was awesome. She confirmed the problem I was having and simply said, "We'll fix it." Thanks Apple.
  • by adiggers,

    adiggers adiggers Sep 23, 2009 10:54 PM in response to Lycorys
    Level 1 (0 points)
    Sep 23, 2009 10:54 PM in response to Lycorys
    Add me to the list of early-2006 iMac 17" (W86**U2N) with vertical lines of faulty pixels. I first developed them about 6 months ago, and contacted Apple when I reached three this week.

    It's my first experience with Apple customer service, and I was very impressed. They agreed to make an exception, and two days later I've got a new line-free display.

    Thanks, Apple, and to all those users who helped force this issue!
  • by IceTitan,

    IceTitan IceTitan Sep 26, 2009 5:23 PM in response to Lycorys
    Level 1 (0 points)
    Sep 26, 2009 5:23 PM in response to Lycorys
    This is inspiring to read.

    I had just bought this MBP 15.4 off of ebay as a replacement for my 13, and I've only been using it for 3 days now before these vertical lines showed up tonight. I thought "oh no, now what?" like, do I tell the seller I want my money back? or what?

    I definitely want to stick with Apple because I really enjoy their hardware (and os) but something like this, with no fix, is simply unacceptable. As mine was purchased on ebay, and the warranty is now long gone, I'm wondering if they will approve of a similar fix for my situation.

    After reading all these posts (especially the ones by David), somebody should find out the extension of this chick that's been helping everybody and pass it around haha ;p
  • by Frank Clapper,

    Frank Clapper Frank Clapper Oct 1, 2009 2:03 PM in response to IceTitan
    Level 1 (0 points)
    Oct 1, 2009 2:03 PM in response to IceTitan
    Got my 17" intel iMac back with new display in less than a week - no lines, works fine, no cost. Thanks Apple!
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