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Question: Design fault? 27" 2013 iMac stand just gave up!

Hi all,

I was just sitting watching TV when there was a loud crack and my iMac screen suddenly tilted down - now the screen will not stay where it is tilted / positioned. I was not using the mac at the time and it was not doing anything it just broke on its own. The mac was only bought in February and has not been moved or tilted once it was in place. This looks like a major design flaw to me as a 10 month mac just fails on its own! Has anyone else suffered this malfunction?

I have yet to contact apple as the store will be closed now but am interested to know if anyone else has suffered the same problem and what apples response was?


I will keep you guys posted once I have spoken to Apple


<Edited by Host>

iMac (27-inch, Late 2012), OS X Mavericks (10.9.1), Stand failure

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Feb 27, 2014 4:43 PM in response to heySkippy In response to heySkippy

Got it back from the shop. If anyone is interested, here is the defective piece.


DSC_2930.jpg


Note the two red arrows. These point to the inner mounting points of the tension springs. The one on the left has broken lose, the one on the right is good. The inner ends of the springs are held in place by plastic washers and one failed.


This hinge mechanism appears to be very high quality except for what appears to be one sorely underengineered piece. The shop replaced the whole hinge, but it looks to me like a washer could be put in place of the broken plastic and it would work. Might be something to consider once these start to go out of warranty.

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Dec 28, 2013 9:37 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

If you are the only one who has reported this issue, I think it was a factory defect instead of a design defect (the iMac has got the same stand since 2007). Anyway, in case I'm missing anything, you can have a look at the iMac (Intel) forum for more cases like yours, but I have not found anything related to this

Dec 28, 2013 9:37 AM

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Dec 28, 2013 9:39 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

I have never heard of this happening so I know it's not a design flaw, I suspect there was a manufacturing error on your specific machine. I'm sure Apple will fix it under warranty. If you are covered by AppleCare I'd give them a call today, if not it's not too late to get AppleCare. This will extend the warranty to 3 years and provide you with 3 years of telephone support too. I'd STRONGLY suggest getting it.

Dec 28, 2013 9:39 AM

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Dec 28, 2013 9:45 AM in response to rkaufmann87 In response to rkaufmann87

Hi guys,

Thanks for the quick replies. Yes I have AppleCare so will give them a call when they are open, sort of glad to hear that it is not a possible design flaw as then I would have worried that a replacement could break in the same way.

I will hopefully be able to give an update once I have spoken to Apple and let you know how I fair and also hopefully provide information if anyone else suffers this issue in the future.

Dec 28, 2013 9:45 AM

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Jan 3, 2014 9:31 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

Hi guys - as promised here is an update.


I have just got back from my genius appointment and they have taken my mac in for repair, I should have it back in about 5 days to a week. They said that they had not seen this before and had trouble locating parts or really just the spring assembly that does not seem to be a separate unit and because of this they have had to order me a complete replacement back unit (the whole rear assembly) and a new stand (foot) this little lot comes to about £600 so not a cheap repair. Lucky for me as the unit is not a year old so was covered by the original warranty but I also have 3 years apple care that will start when the warranty expires.


The apple guy did say that he had to run this passed his manager to ensure that there would not be any charges to be met by myself,I don't think that I can repeat here my answer to him which was interspersed with key items from consumer law lol.


Anyway I will give you an update when I get the mac back to let you know if they have repaired it to my satisfaction (yes I am one of those nightmare customers lol)


Many thanks for your help and suggestions guys :-)

Jan 3, 2014 9:31 AM

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Feb 1, 2014 5:23 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

HI, everyone Bristol United Kingdom

i had the same problem with my i mac which we bought 6 weeks ago. Dec 12th 2013. made an appt to take it to the genius bar last night, 31.12.2014. like you they had never heard of this happening before. the assistant had a word with his manager and came back to us saying we could have a new i mac there and then as it was such a long winded process to repair. They took it away for an hour and transferred all the data , files ,i tunes etc and we picked it up ready to go an hour later. Certainly cant complain about that service which you should have been offered.

Feb 1, 2014 5:23 AM

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Question marked as Helpful

Feb 27, 2014 4:43 PM in response to heySkippy In response to heySkippy

Got it back from the shop. If anyone is interested, here is the defective piece.


DSC_2930.jpg


Note the two red arrows. These point to the inner mounting points of the tension springs. The one on the left has broken lose, the one on the right is good. The inner ends of the springs are held in place by plastic washers and one failed.


This hinge mechanism appears to be very high quality except for what appears to be one sorely underengineered piece. The shop replaced the whole hinge, but it looks to me like a washer could be put in place of the broken plastic and it would work. Might be something to consider once these start to go out of warranty.

Feb 27, 2014 4:43 PM

Reply Helpful (15)

Mar 12, 2014 7:33 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

Bought this thing in the States and great its just happened to me and I live in Zimbabwe..

Is there no way to reset it... I am hoping mine has just come off the clip and not snapped.. I was just sitting back looking at a design I was doing and click there she falls..

Mar 12, 2014 7:33 AM

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Mar 12, 2014 9:17 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

Hi Guys,

I thought that I had actually put a reply on this after I got my Mac back - anyway 4 days later I had my mac back all repaired - the tech told me that the actual spring and bolt on one side had shattered completely so I was surprised it did not damage the mobo!!

Anyway all is good but it does make me wonder how long it will be before the other side fails :-( and I have to go down this route AGAIN!!! and if that does happen then it will be down to using my Apple Care so not sure if they will try and charge me for the repair (but I will also point them at this thread and say that it does look like a definite design fault).


dzimking the repair is quite easy so I am led to believe BUT unfortunately to action a repair you have no choice but to remove the screen as it is bonded on - there is no way to access or repair the stand without removing the screen. There are kits that you can get which contain the speacial tool to run along the outer edge of the screen that cuts the bonding material and then a replacement bonding strip to be able to put it all back together (do a search on google for Mac parts - sorry I cannot remember the URL that I went to) also there are break down guides on the web such as on ifixit if you want to face this challenge - dont forget that this path will invalidate any warrenty that you have.


To be honest I dont know how many Apple stores / repairers there are in Zimbabwe but you will probably be better off getting them to do it as the repair does not take long to do as long as you can find someone and they can get the parts.


I hope all goes well for you and let us know how you get on - if you contact Apple then they may lay on a courier service but then the repair will take longer depending where it has to go for the repairs.

Mar 12, 2014 9:17 AM

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Mar 13, 2014 1:18 AM in response to Mr Mo-Fo In response to Mr Mo-Fo

Thanks for the reply MO_FO,


well there is one place here in zim that is covered buy the mac warrenty, there is another that is not, which I believe they are a better store as they are Apple followeres through and through, but apple will not give them the licsense for support, which I find very fustrating, I did write a letter saying would it not be better to have compotition to keep the standard up but no reply, sadly.


The last time I went to the other store was 8years ago, when I took my laptop in and needed my optical drive looked at, it was handed back with two screws threaded and a screwdriver wedge in the front where they had tried to lift the keyboard and had not taken all the screws out. The techinian had the ordasity to say it was there before I brought it in. So I went to the manager who said its my word against his... of which I stood up told everyone in the shop they were buying an amazing product but the support in this shop was(excuse my words) Fu£*&% crap and walked out with out paying.


The worst thing is the manager was I guy I new, and used to do all his design work for him when he owned a PC company... no surprise there!! I have heard that they have picked up there standard since then but I'm still not sure I trust them.


So I have three choices send it to South Africa...(take to long have to much work but safest option). take it to them (and cross my fingers) or three do it myself ( which I was happy to do a few days after I got the imac and found that I had forgotten to order a fusion drive so was going to do it myself until I found out the risks and costs if I stuff it)


Choices choice...

Will keep you posted on what I do.. ;o)

Mar 13, 2014 1:18 AM

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Mar 23, 2014 10:52 PM in response to Mr Mo-Fo In response to Mr Mo-Fo

I had the exact same problem with my 27" 2013 iMac. I was using it and it just went crack in front of me and tilted forward. Took it into the Apple store on 4 March and the Genius there made remarks like, "I've never seen this happen before. Are you sure you didn't drop it?" I said no and he conceded that there would have been more damage or bending to the stand and said that it'd be a repair inside the warranty. They said 3-5 days. After 1 week I phoned and was told they were waiting on a part that should arrive today or tomorrow. Two days later I called and got the same reply. I asked to speak to one of the repairers and he said that they were having trouble finding the rear housing and that no one in Australia had any in stock so they had to source one from another part of the world. I finally got my iMac back on 20 March.


I got it home and I noticed that I could not insert my thunderbolt display into the rear port or couldn't connect the lan cable. It appears that the housing is slightly askew and is blocking entry to these ports. Also there is a strange burn mark on the bottom left hand corner of my screen that was not there before the repair. Lastly they didn't take OSX out of diagnostic mode so when I booted it up it flashed the globe icon and took ages. I found a fix for this myself however.


I've called the Apple store to relay my dissatisfaction but they want me to bring it back in again. I use the iMac for work (self-employed) and its absence has impacted me quite a lot in the past two weeks.


Is this standard?

Mar 23, 2014 10:52 PM

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Question: Design fault? 27" 2013 iMac stand just gave up!