Hey everyone, I wanted to share my experience in case it helps other M1 iMac owners facing the same display issue.
Before I contacted Apple, I came across another user’s post describing their own experience with a display failure and a successful goodwill repair. Reading that gave me the confidence to seek a goodwill review for my own case instead of simply accepting another expensive repair bill.
Now that my case has been resolved, I wanted to return the favour by sharing my own journey in the hope that it may help someone else in a similar situation.
My timeline:
- Purchased my M1 iMac in Jan 2022.
- In 2024, the display developed horizontal lines. I paid out of pocket (~SGD$800) to have the display repaired through Apple.
- In Apr 2026, the exact same issue happened again. Horizontal lines reappeared on the display, while the Mac itself continued to work normally. I connected it to an external monitor, and the external display worked perfectly, suggesting the issue was isolated to the iMac’s built-in display.
Since this was the second time the same component had failed, I contacted Apple Support and explained that this was a repeat failure after a previous Apple repair.
The process I went through was:
- Contacted Apple Support and have them escalate my case to a Senior Advisor.
- I was asked to visit the Genius Bar for diagnostics.
- After the Genius Bar confirmed the display hardware issue, I was asked to proceed with the repair first. I was told that the goodwill review could only be processed after the repair had been completed.
- The repair was completed (the repair cost was around SGD$900), and I informed the Senior Advisor as instructed.
Unfortunately, communication stalled after that. My repaired iMac remained at the store for weeks while I waited for an update from the Senior Advisor.
I eventually contacted Apple Support again, and a new Senior Advisor took over my case.
The new advisor submitted a goodwill repair request to management. It was rejected twice. I asked whether my case had clearly highlighted that this was a recurring issue after a previous Apple repair. The advisor explained that the previous case notes already documented this, but he submitted another review specifically emphasizing that this was a repeat failure.
That final review was approved, and Apple granted a full goodwill waiver for the repair.
From the time I first contacted Apple until the goodwill approval, the entire process took about slightly more than a month, so if you’re going through something similar, be prepared that it may take some time.
A few things I learned from this experience:
- Be polite and patient throughout the process. Every advisor I spoke with genuinely wanted to help.
- Clearly explain that this is a repeat failure of the same component after a previous Apple repair if that applies to your case.
- Follow all requested diagnostic steps and keep your case history consistent.
- If your case goes quiet for an extended period, don’t be afraid to contact Apple Support again. In my case, having another Senior Advisor review the case ultimately made the difference.
- If a goodwill request is initially declined, it may still be worth asking for another review if there are important details that deserve additional emphasis.
I’m not suggesting this outcome will apply to everyone, as every case is reviewed individually. However, if you’re experiencing a repeat failure after a previous Apple repair, it may be worth politely asking Apple to review your case for a goodwill repair.
I hope this helps someone else who finds themselves in the same situation, just as someone else’s post helped me.
