Q: 27' iMac (2011) Screen turns off

Wonderful news mannekung!

PLEASE give us all the details of your talks/visit with Apple, e.g.,

Where? (an Apple Store?, city, state, country?)

When?

What you/they said? (i.e., what it took to convince them to make the repair out of warranty)

What you did? (did you take printouts of this discussion thread?  What support did you present to document your issue?)

There are many of us who will want to approach the Genius Bar with our own faulty machines and then document YOUR replacment as a precident of what Apple should be doing with all of these faulty LCD backlight panels in the 27" iMacs.

Please help by detailing out your experience.

Mark Byard

Ponca City, OK USA

The thing is that I asked for my case no. (just to share it with you guys) - but they refused to give it to me!

The things I can give you was that I live in Sweden.

I did not go through Apple but  a retailer - they got the confirmation from Apple.

I took printouts from this thread, and had to show them when the issue appeared.

Tell me if I can help in any way.

Thank you mannekung.  This at least gives some hope!

Regards,

Mark

Ponca City, OK USA

Hi all, from Australia. I have just joined this unfortunate club. I have a mid 2011 intel 27-inch iMac (latest version of everything in terms of OS etc), screen constantly switching off. Have tried the various fixes mentioned in this string, but no luck.

I just thought I'd agree with a mention in a previous post that if you run a second monitor then it does allow you to continue working (a crap workaround, but a workaround all the same), as the second screen automatically becomes the main screen when the iMac decides to switch its own screen off. All of your open windows automatically move over to that second screen, as does the dock and desktop icons etc. My second screen is an ugly old Dell monitor, but hey - it has so far lasted five years longer than my very beautiful, expensive Mac monitor...

I will begin the process of visits to Apple Stores and update this group when I have any news.

I hope we can solve this one.

Hello guys,

Unfortunately, I also have to join this club but to be honest I'm sick off trying "workarounds" and temporary solutions and losing precious time by wandering through several forums hoping for a definitive solution. I need this machine on daily base for professional use and don't have anymore time to waste on this. Therefore, my direct question => I simply want to buy a complete replacement LCD-panel for my iMac 27" and since I'm quite handy I'll install it myself, so no additional costs. But, will this solve this issue then? Can anyone report of a successfull LCD-panel replacement without having these issues anymore? I have the same "flaws" as the topic starter => iMac works fine, but when increasing the brightness indicator, screen turns black, working on external monitor still ok. After using the machine and thus increasing internal temps, the screen eventually already turns black on the lowest brightness-setting...

Thanks for your feedback and I will ofcourse post feedback if I go through with the LCD-exchange.

Regards from Belgium!

You can find all information on replacing the LCD panel on iFixit.com (http://www.ifixit.com/Guide/Installing+iMac+Intel+27-Inch+EMC+2429+Display/7551/ 1). I have installed a ssd in my iMac and had to remove and reinstall the LCD panel. With the right tool it is easy and the instruction with pictures is very good

Regards and succes.

Hi!

Since my switch a couple of days ago I've not had any problems whatsoever (and I had problems 10 times a day before).

I wanted to do the switch myself but according to my local service point Apple does not sell screens to end users (but you'll probably find one anyway through Google).

One important thing though: there seems to be (at least) two different display panels for the 27-incher - and they do not fit perfectly on all models. If you choose the wrong display the glass won't seal tight (there will be a 1-2 mm gap).

Good luck!

I was also looking for a replacement LCD panel, but since I installed a ssd and have removed the panel and installed it again the blackout of the screen rarely happens. Mayby I incedently push the backlight boad connector I have no clear explamation. You might try to see if you can push the connector and see of it inproves. You can probably do it without completely remoev the LCD panel.

I see that you are from Belgium so you might by interested in the site www.applemacparts.co.uk. I have seen that the LCD pannel differs, but you can select the exact model and find the right screen. I think you need part 661-5970 for a mid 2011 iMac 27, but before spending £575 exl VAT I would call them to check.

Regards

Hi guys,

Thanks for the quick response! This gives me more confidence :-)

@Mannekung: thanks for the tip on the 2 different models. I'll have a look at this...

@SuperJA: iFixit is already a long time favourite in my bookmarks but thanks for the help! I'll check out the UK-site but I still hope to find it somewhere cheaper. I'm not a graphics designer or what so ever so B-grade would also be fine, just don't want to look at a black screen anymore

Regards and I'll post back as soon as I know more to keep everybody informed...

I just wanted to share this. I've tried keeping the LCD brightness to the max to see if it does anything. To my surprise, my LCD NEVER went black eversince. It's been over a week and half now. Not even ONCE! Maybe some of you can try this trick, and see if you have the same result.

Blessings,

I have an iMac that is just over a year old, and it started giving me the same problem (screen shutting off). I was horrified when Apple told me that I will have to foot the bill after they do the repairs. From what I gather in these forums, this is definitely an engineering problem and needs to be escalated. I invested a fortune and expect Apple to take full responsibility. I am in the UK, and am definitely going to stand my ground.

Okay so here is the latest with my dealings with Apple to try to fix their engineering defect.

Two weeks ago the dark screen of death got so bad that I couldn't even wake it from sleep for more than 2-3 seconds before it would go black again.  I have usually been able to put it to sleep and then wake it and get the light to come back on. 

I was so frustrated that I called Apple and they gathered all the information again.  (did this in October)  I have tried to convince them that it is an issue with many people and that they need to fix these computers, but I only get sympathy from the senior advisors and they go to check if they can do anything but come back with some excuse why Apple can't cover the cost of the repair.

I did get one senior advisor to make an appointment at the Apple store and I took it in.  They imediatly saw the issue as it went black screen when they tried to turn it on.  They kept it for two days before I heard back that it needed a new LCD at about $550.  I asked them to call the advisor that helped me and gave them the case #.  A day later I got a call back that it was a display port cable and that it was only $50.  They said they replaced it and that it was running fine with no issues.  I paid the $50 and took it home hopeful that this would fix the issue.

Two weeks later, the screen started going black again.  It was really bad again and so I called again and went through the whole scenario again with another appointment being set up for me at the Apple store.  THis appointment was yesterday and it didn't go well.  THe head genius bar kid told me that the LCD would need to be replaced and that they would refund the $50 I already paid for the cable.  When I pressed him to look at the case# he basically said I was out of luck.  Aplle would not pay for the LCD and then he proceeded to tell me that I had unauthorized Apple parts in my computer.  I had replaced my crashed hard drive in October at an Apple Authorized Repair shop.

Well that was the last straw.  I told him to refund my money and took my lemon computer home.  I am seriously thinking this is the end of my relationship with Apple.  This company has become the very thing they loathed in the early 90's.  A big company that is trying to dominate the market with substandard merchandise.  After supporting this company since '84, I expected a little better from them.  It's no surprise that the company stock value is at a 52 week low.  I have no confidence in them anymore.  Sorry for the rant, but I should, as a consumer, get more than 13 months out of a $1700 computer.

Good luck everyone.  I would still push the issue with Apple.  Please call Apple Care even it you don't have a warranty.  They need to know about this from everyone that has the issue.

<Email Edited by Host>

Hey Charles,

I'm facing a similar fate. Exactly as you experienced, my iMac switched its own screen off most of every day, and it willingly obliged in front of a guy at the Genius Bar, too. In fact, in front of him it switched itself off quicker than ever.

When the Genius mentioned potential costs of repair, I brought up the fact that an 18-month-old iMac, which cost AUD$2700, should last longer than 18 months (and for the last week in the home office I was only able to use it because my seven-year-old Dell monitor, which still works perfectly, saved the day...). But I was told that unless I signed the form agreeing to pay costs, they could not even take it to their workshop to look at it.

So I signed, and I have been told it will cost either $150 or $750, probably for the same things you've had done - but in Australia everything Apple costs much more than in the US.

Anyway, I did manage to take a wonderful video of the old Dell monitor taking up the slack when the new, expensive iMac had yet another heart attack. Maybe it'll become a YouTube hit! I can call it "iMac - it doesn't just work". Or maybe "Saved by the Dell"...

Good luck with your dodgy iMac.

Chris

Hi all. Not good news from me. I'm now feeling a bit sick about my decision to buy an Apple computer.

They replaced the backlight, still didn't work. They replaced the LCD panel, still didn't work. They now say the problem is the logic board, which needs replacing at a cost of $958.

After doing a quick search in Apple discussion strings it seems thousands of people have had this exact problem but Apple continues to charge for the fix. Logic board reliability is very bad in the iMac and extremely bad in MacBook Pro - so bad that it I believe a class action has been set against Apple in the US specifically for logic board problems on the MBP that Apple refuses to recognise.

So my next computer purchase will not come from Apple, which is sad. It has been a long relationship, but all that is left is to vote with my feet...