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 Dah•veed,

    Dah•veed Dah•veed Jan 27, 2011 5:31 AM in response to Teresa Linsey
    Level 7 (34,741 points)
    Mac App Store
    Jan 27, 2011 5:31 AM in response to Teresa Linsey
    Works a treat!

    I suggest speaking by phone to Apple Care first and arrange the out-of-warranty repair before driving all that way to the repair shop.
  • by Jaunty,

    Jaunty Jaunty Feb 2, 2011 9:12 AM in response to Dah•veed
    Level 1 (5 points)
    Feb 2, 2011 9:12 AM in response to Dah•veed
    I give my Dad one of these iMacs a few years ago and he has had the lines show up, getting progressively worse. I googled and found this thread and others and told him to phone Applecare. At first he was told the machine was out of warranty, but he politely persisted and drew attention to the various links I had given him. He was asked to take screen grab and email to Apple. They then authorised an out of warranty repair, he dropped it in to Apple Bluewater and a week later he has collected it. The invoice shows a new screen apparently (other stuff I’m sure, but I’ve not seen it) at a cost of £280. No charge to him though.

    Thanks to everyone on this thread.
  • by hammersb,

    hammersb hammersb Feb 16, 2011 11:21 AM in response to Jaunty
    Level 1 (19 points)
    Feb 16, 2011 11:21 AM in response to Jaunty
    I have a iMac G5 17 inch bought in October 2005. The serial number begins with W854. After reading this thread I called Apple Care, made it through the automated system and got a front line rep. He wasn't responsive and even went to a senior advisor who quoted that this repair was not on the official apple list.

    I gave a approved repair case number I got from the discussions and this peaked their attention. I got a second senior advisor and after a reasonable discussion and a couple simple diagnostics he approved the repair, I set up an appointment at my Apple Store while he finished his paperwork and he took that information and called my Apple Store to fill them in. Very nice guy!

    So I have a case number Email from Apple senior advisor and an approval. It wasn't as easy as some because the first guy was a bit of a slacker, kinda humming a song and acting somewhat disinterested but to his credit not particularly negative. When he read the other guys case number information that was approved things really turned around so that may be the best help to helping them see that this is an acknowledged problem even though way out of warranty.

    Lets see how it goes at the genius bar this afternoon!
  • by Jeff Karandjeff,

    Jeff Karandjeff Jeff Karandjeff Feb 16, 2011 1:09 PM in response to edis
    Level 1 (15 points)
    Feb 16, 2011 1:09 PM in response to edis
    Hi, I just found this thread after my iMac has been gathering dust for a number of years. I've got a LATE 2006 MA590LL A1208 17" iMac Core 2 Duo 2GHz. Would that be covered by this unpublicized recall as well or is only the EARLY 2006 iMacs???

    Thanks so much!
  • by Dah•veed,

    Dah•veed Dah•veed Feb 16, 2011 1:27 PM in response to Jeff Karandjeff
    Level 7 (34,741 points)
    Mac App Store
    Feb 16, 2011 1:27 PM in response to Jeff Karandjeff
    It is not a recall, it is a repair policy. As far as I know it is the Early '06 Intel iMacs and a different repair policy for some PPC G5 iMacs.

    But to know for sure you would need to speak to Apple Care about your specific Mac and its issue.
  • by Tampered,

    Tampered Tampered Feb 22, 2011 11:50 AM in response to Teresa Linsey
    Level 1 (0 points)
    Feb 22, 2011 11:50 AM in response to Teresa Linsey
    My mum's imac 17 got the dreaded lines. Took it into Apple at Sheffield Meadowhall. No discussion-they just took it and said it would be fixed for free. Took a couple of weeks but is now back fully working sans lines.
  • by hammersb,

    hammersb hammersb Feb 22, 2011 2:00 PM in response to hammersb
    Level 1 (19 points)
    Feb 22, 2011 2:00 PM in response to hammersb
    Following up on my post of 2.16.11 my iMac G5 17'' was repaired at no cost by Apple after I contacted Apple Care and took it to the Apple Store!

    One final thought. I wasn't making much headway with Apple Care on the phone until I mentioned a case number posted by another poster back in November. The Apple Care senior rep looked up the case number, found the details relevant to our problem and then felt comfortable authorizing the repair.

    Here is my case number that evidently has the approval information: Case # 204697369

    This is what the Apple genius wrote on his work authorization: "customer called apple care and apple care covered repair under EM80 article".

    I hope this helps.
  • by smerrill,

    smerrill smerrill Mar 15, 2011 12:35 AM in response to hammersb
    Level 1 (0 points)
    Mar 15, 2011 12:35 AM in response to hammersb
    Hello,

    I purchased my iMac A1224 in late October 2008.

    Back in July of 2010 a strange vertical line appeared on the left hand side of my monitor that would not go away. Sometimes it was a purple colour, sometimes it'd change to blue, and sometimes it'd vibrate a little.

    After reading the Apple discussion forums I came across multiple threads on widespread vertical line display issues with other Apple computers (especially the G5).

    However, I haven't really seen any discussions on whether or not models after the G5 (ones produced in 2008 or later) also had these display issues.

    I'm quite choked that even though I hadn't owned my computer 2 years, I have this vertical line display issue that appears to have a long history with Apple desktops, my warranty is expired, and my computer had to go in for a diagnostic exam and repair.

    Upon first calling Apple Technical Services about this issue I was told that the extended warranty for the vertical line display issue was known but not with my model (A1224).

    I was then told that I was to bring it to my closest Apple Service Department for repair. I was then told that it would be covered for repair if it was an Apple hardware issue, but if it was due to personal damage, I would have to pay.

    So...I took my computer into the closest Apple Service Center. A day later I get a call from the Service people saying that when they called Apple they had no record of my call, nor was I given a case number, and that I should call them immediately.

    Upon calling Apple Technical Services again they advised that the only record they had on me calling was a week earlier and all that was put on my file was that I was to bring it in for servicing.

    None of the details regarding the issue was put on the file, nor what was told to me about the issue being covered by Apple if it was hardware related. Talk about frustrating and unprofessional!

    I was finally given a case number (which I was not provided the first time), was directed to a supervisor who advised me that my model is not covered under the extended warranty (regardless of Apple having a LONG history of vertical display issues with their desktops and regardless of what I was told the first time when I called Technical services and spoke to a representative.

    My case was forwarded (with screenshots) and the information from the Service Centre I took the computer to, to the engineers at Apple and right up to some supervisor there and guess what?

    They told me that because Apple hasn't had this LCD line display issue in the newer iMacs (made after 2007) I'd have to pay to have the entire LCD display replaced, regardless of the long standing history of this 'vertical line issue with iMacs LCD display.'

    To replace an iMac's LCD display is extremely costly and I could put that money toward a new computer, with a REAL monitor, that wouldn't fail in 2 years. Besides, if I did pay the insane amount of money to get this fixed all Apple would do is replace it with the same LCD display that failed me in the first place.

    After finding out that Apple would not stand behind their product (a computer you invest over $1200 in should not be useless in 2 years!) and that their computer system and customer service let me down, my iMac went back into the box in which it came from and has been sitting in my closet ever since, collecting dust.

    Apple have disappointed me to the extreme and since they have shown no assistance in fixing their faulty product, which has a long KNOWN history with their iMacs, I will NEVER buy another Apple product again in my life.

    Since I refuse to pay to fix Apple's iMac display error, I put my money toward something better, a new Dell computer. They obviously care about their customers and want my business, unlike Apple.

    Message was edited by: smerrill

    Message was edited by: smerrill

    Message was edited by: smerrill
  • by walter Caley,

    walter Caley walter Caley Mar 22, 2011 10:56 AM in response to edis
    Level 1 (0 points)
    Mar 22, 2011 10:56 AM in response to edis
    After experiencing the vertical lines issue a 2007 imac and reading this thread (thanks) I followed the advice and called our local iStore (Durban, South Africa). They suggested an appointment time to ascertain the fault/issue. Took in my machine and a desktop folder of saved web pages around this issue including this forum and the petition etc.
    Superb service and hassle free replacement of the LCD free. I paid a small amount for labour only.

    Many thanks to this forum and Apple South Africa!
  • by hyperbole.j,

    hyperbole.j hyperbole.j Mar 23, 2011 10:48 AM in response to edis
    Level 1 (0 points)
    Mar 23, 2011 10:48 AM in response to edis
    Alas,

    A slow progression of rainbow vertical lines.
    Nine as of last count.
    Call to Apple support:
    "Your machine is ineligible for repair"
    Apple customer since the IIe.
    Am I really on my own?
  • by elizabethfromUSA,

    elizabethfromUSA elizabethfromUSA Apr 30, 2011 9:07 AM in response to edis
    Level 1 (0 points)
    Apr 30, 2011 9:07 AM in response to edis

    I'd like to report my success on Feb 14, 2011 in getting the Apple Store Westfarms in Connecticut to repair, free of charge, the vertical lines problem that appeared on the 17" LCD of my iMac 5,1 (Intel Core 2 Duo, 2 GHZ, Mac OS X 10.5.8, serial number beginning with QP72009).  I purchased it Jun 10,  2007 and a vertical pink line appeared about Nov 2010 (I had never purchased Applecare warranty).  A second line appeared just prior to my bringing the computer in for repair.  The repair entailed a replacement of the LCD display.

     

    When I had just one line, no problem, but I read this discussion thread about more and more lines appearing eventually, so, when the second one appeared two months later, I brought it to the Apple Store Genius Bar on Feb 14, 2011.  After going through this discussion thread and copying and printing several key submissions, I went to the store well informed and documented (especially the Nov 13, 2010 thread which indicated the WORLDWIDE warranty replacement and an Apple Store case ID). 

     

    The person who helped me initially reset the PRAM and SMC, which did not resolve the issue (the lines did not appear on the screen shot which eliminated some other possible vertical line cause).  He told me it was a costly repair to replace the LCD display.  Then I pulled out my paper work and politely said to him that it was my impression that even though this was well beyond the warranty period and I didn't have Applecare, that this was covered by a WORLDWIDE warrranty replacement and that I could give him an Apple Store Case ID where this was the case.  This prompted him to look in his computer database.  Suddenly I went from a $550 repair to not having to pay anything.  My repair ID # was R42191257. 

     

    I have had no return of lines over the past 2 and a half months.  (PS - next to me at the Genius Bar counter was another customer with two vertical lines getting his LCD replaced - his lines were blue.)

  • by raeszxtwo,

    raeszxtwo raeszxtwo May 31, 2011 6:19 PM in response to edis
    Level 1 (0 points)
    May 31, 2011 6:19 PM in response to edis

    Hello,

    I would also like to report a success for iMac owners!

     

    I purchased my 17" iMac  March 2007. Never had a single problem with it until about January 2011. That is when the pink line appeared. At first it flickered and only showed up once in awhile. But a couple weeks later, it decided to stay permanently. Directly down the middle of the screen. I dealt with it for awhile, then began my search for an answer. I found this thread and began my research.

     

    Last week i called apple care. They advised me that i was out of warranty and if i would like to, i could go to the genius bar and speak with a representative. I was very calm and polite, as was the representative on the phone. I made an appointment at the apple store in King of Prussia, Pennsylvania.

     

    I spoke with a genius bar employee, and at first he told me since it was out of warranty the repair would cost $550. I politely mentioned this thread and said i felt it was a manufactures defect and not just a one time problem. He went in the back to talk with his supervisor and about 10 minutes later they emmerged with good news. The supervisor told me they were going to cover the cost and it would take a couple days to replace the LCD screen.

     

    I picked up my computer today, 4 days later and it is perfect! There is a reason Apple has the reputation it does. It actually stands by its products and their employees actually listen to the customers problems.

  • by annfrombrighton,

    annfrombrighton annfrombrighton Jun 3, 2011 2:33 AM in response to raeszxtwo
    Level 1 (0 points)
    Jun 3, 2011 2:33 AM in response to raeszxtwo

    I followed everyone's advice with regards to the same issue on my imac. Apple care made me a store appt to get my imac looked at then the store told me that there were no parts as the imac is now vintage and became vintage on May the 26th 2011 and that is when they stopped fixing this error. I get a feeling I am being fobbed off,  my imac was bought in 2007, and it is also from the W8 Factory. I don't understand how parts can just run out in a week and they won't be getting any more parts. Someone please help me!

  • by jdeluxe,

    jdeluxe jdeluxe Jun 9, 2011 10:50 AM in response to edis
    Level 1 (0 points)
    Jun 9, 2011 10:50 AM in response to edis

    Same problem with a Dec 2005 iMac.  I've been trying to help my husband get his monitor fixed since 2008.  He finally ended up using the computer thru a different monitor my dad gave us, but that's ridiculous.  I'm a die-hard Apple fan with multiple Apple products who would never buy any other brand - I won't knock them - but there must be a way to get this problem resolved.  He spoke to a supervisor who was extremely helpful, but said the repairs have been stopped as of May 2011 because they ran out of parts.  So, here we are with this otherwise-great iMac that has hundreds of lines on the monitor and can't be fixed.  Who can we call?  What can we do?  How can you miss a repair by mere days?  It's just dumb luck that every time we took it in for repair or made a call, Apple was doing the repairs.  When they were doing the repairs, we didn't know.  There must be a better answer!  I feel your pain, annfrombrighton.  Apple - where are you???? 

  • by annfrombrighton,

    annfrombrighton annfrombrighton Jun 9, 2011 12:07 PM in response to jdeluxe
    Level 1 (0 points)
    Jun 9, 2011 12:07 PM in response to jdeluxe

    @jdeluxe  thanks!

     

    I tried one more time by calling applecare, I said I am left with no other option than to pursue it through the legal route. They strongly adviced me to do so and I am seriously thinking of doing so as this is not right. Apparently they have to verify that the root of the problem lies with wihtin a fault in its manufucture. If that is the case as opposed to wear and tear then apple will fix it for me.

     

    I asked them how they would fix it if there are no parts and they said they do reserve some parts for such things.....suprise surprise!! So now I need to try and find proof of purchase then start a claim.We should not just leave it as this is not our fault or wear and tear. If anyone else is going through the legal avenue it would be good to hear from you.

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