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

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.

iMac (27-inch, Late 2012), purchased March 4, 2013 - Stand gave up over the 4th of July weekend (2014) when my computer was in a locked office, unoccupied (no event / interaction with computer to prompt issue). I contacted support via chat and they had a senior support person call me back. I requested the onsite support since if I don’t have my computer I can’t work. The support rep is setting up onsite support. They said it should take not more than 4 hours but probably less. So that’s great. They are coming to my office.

Hello, EU has two year warranty for all electronics purchases, this all so apply to Apple products here in EU.

After two years you can claim a free repair still.

My story:

-iMac stand broken.

-EU warranty 24 months.

-Official Apple service repair line was 1 month long.

-Official Apple service took my problem at the one month service line, and let me keep my iMac home that time, so that my work does not suffer.

-Got message that it was my turn at the line, got my iMac to the service, Official Apple repair fixed my iMac "leg" one working day.

-This cost me nothing and was warranty issue, there was no any questions or arguing that was this issue warranty or not case, everything went smooth and fast and free of charge.

-My iMac 2013 is in working condition at my home now, all good.

-Finland 2014 (hope that this does not happen again after one year)

I received a call from the support technician and he confirmed this is known problem, and Apple is now fitting a stronger stand. Its going to take 5 days for them to fix it, as the replacement stand will only arrive on Monday.

Interestingly, he mentioned that UK customers can get this issue fixed for up to 6 years from date of purchase free of cost. Hopefully, this will help someone not under warranty if they try to call Apple and complain.

About 2 weeks ago exactly the same thing happened to me.

Sitting in front of my iMac 27" (late 2013) I heard a snap or crack and the screen tilted forward. My heart stopped for a moment and after several expletives and cold sweats I established all was ok except the stand. Thanks to this post and other similar ones I was relieved to find out it was an uncommon fault - but not unheard of.

The computer was just out of its 12 month warranty and I thought f%$K! - this is going to cost a lot. Various figures mentioned on blogs ranged from $24 - $600. Having had bad and frustrating experiences with Applecare in previous years I thought they would refuse to accept liability for a parts failure so soon after the 12 month warranty ran out. The computer which had sat on the same desk since new had failed and I imagined Apple not accepting liability for something that could only be a parts failure or defect. Fortunately they were actually very helpful on the phone and agreed in principal to fix it for free. By this stage I remembered that EU (European Union) consumer law effectively means your products should be covered for 2 years (for pre-existing faults) and Apple also made it clear on the phone that I had additional consumer protection under EU law even though their parts warranty had recently expired. They booked in a genius appointment and wrote up notes effectively saying to the store that it should be fixed for free.

Although I didn't have to pay for the repair they have to cost it. So I got to see a cost for the repair. I thought this figure would be huge given the work involved (un-glueing the screen and taking the whole thing apart). It was about £50 inc VAT - £22.80 parts and £28.80 labour. The Apple guy said they no longer have different rates for labour in the way they used to. It's now a standard flat-fee no matter how much work is involved.

If it weren't for additional EU consumer protection it's difficult to know if Apple would have accepted liability and done the repair for free.

Excellent and speedy work carried out by Apple Store, Cribbs Causeway, Bristol, UK. Computer back up and running and stand working fine - let's hope it doesn't happen again 12 months from now - from various other posts it does seem to happen around the year-old mark

I purchased my Imac 27" on 31/05/2014 and today my screen flopped forward and could not be tilted in any other position. I rang the seller and they told me to take it back for a replacement, but it does mean that I have to take all my folders and files off and start again, something I was not expecting so soon after purchase.

I think Apple should put in a recall for all these Imac 27" computers as this is obviously a design fault to have these flimsy plastic washers holding such a heavy screen, as I think the problem would re-occur time after time.

I thought Apple Imacs were good quality because of their price, but I was mistaken.

Currently a plastic cup is holding up my screen to get it to eye level.

I had the same problem. Happened just after 1 year 2 months of purchase, and forgot to renew Applecare. Was fearing for a high estimate, when went to the Apple Store. Tech checked and got an estimate of $68 if only the mechanism needs to be changed and around $441 if the back cover and stand also needs to be replaced.However he said they will fix it for free (even though computer is out of warranty), as it is an emerging issue. Left the computer at the store for 3 days, and picked up yesterday. Stand is good as new now. I would suggest instead of coming up with own solution to fix it, it is better to take it to the Apple store get it fixed as they are not charging any money to fix it (at least in New Jersey, USA)

Add me to the "Broken Hinge Club". Late 2013 27" iMac purchased in Oct. 2013. Heard a loud "crack" in the middle of the night...loud enough to wake me even though the iMac is down a hall at the far-end of the house. Walked into my office the next morning and my iMac looked depressed, facing down, looking at my desk as if embarrassed . Tilted the display up and it just tilted back down. 😟

I had purchased Apple Care before the year was up so I called them. They confirmed that they knew of this issue and that they were "looking into it". The gentleman said that they cannot do an on-site repair as the back panel has to be removed and they want it in a clean room, non-static area to prevent any other damage. Understandable I guess.

Since I use my iMac for business turning it loose for more than a day or more would be very difficult. So he called my local Apple Store and set up a Genius appointment. He said that they have a "lot of parts in stock" and should be able to turn it around quickly, but there have been occasions where additional parts were needed so they have to see it first. He also said that if they can't turn it around right away that I can have it back until any other parts arrive.

My biggest concern of course is that this will happen again. If Apple does come up with a stronger part I'd rather wait, but I guess there's no way of knowing if or when that might happen.

I've owned what seems like almost every Apple product made for the last 10 years or so and am über happy with them all. I've only had one out-of-pocket experience when a repair was needed (and that was for an older iMac graphcis card...the iMac was four years out of warranty so to be expected). Otherwise Apple has done a stellar job of taking care of any issues. Regrettable that someone let someone else approve this particular part. No one's perfect as they say. This iMac has been terrific otherwise.

I'll be taking it in this afternoon and will post back when everything's wrapped up.

The hinge (and/or whatever additional replacement parts) arrived at our local Apple store a few days ago (two days after my first Genius Bar appt.)

I'm taking it in this morning and will leave it over the weekend. Hopefully it'll be ready quickly.

FWIW and as mentioned Apple is well aware of the problem. The gentleman at Apple Care said that they were "looking into it". Not sure if that means a recall one day or not. At least one of the Genius Bar employees was aware of the issue as well, telling the gentleman that was helping me that it was an "out of warranty repair". So if anyone here runs into any push-back, politely escalate your case at the store or on the phone and the repair should be completed without any charge whether your iMac is under warranty or not.

I'll post back when I pick mine up.

Just brought my Late 2013 27" iMac home from the Apple store. No charge. All better. Here's what the repair order said:

MECHANISM,27"IMAC

Part Number:923-00151

Item Warranty Code: A2

Hardware Repair Labor

Part Number: S1490LL/A

Item Warranty Code: A2

$0.00

$0.00

$0.00 $0.00 $0.00

It took them two days to get the part and they sent me an email when it came in. Took it in Friday at 11 a.m. and it was ready Monday at 10 a.m.

I let them know it was used for my business and they said they'd get it back to me as quickly as possible. Per my usual experience with Apple they exceeded my expectations.

Apple is certainly aware of this issue and I suspect a permanent fix is in the works (a hinge w/o plastic tabs?). I suppose it's even possible that's what I received. Won't know unless the new one gives out someday I guess.

In any case, it's unfortunate that a part on this beautiful machine is known to fail sometimes. As someone mentioned previously though, it had nothing to do with the computer itself and mine has performed flawlessly since day one. So outside of being inconvenienced a little, this is still the best Mac I've owned (out of a half-dozen plus) in over a decade.

Best of luck to everyone. At least we know Apple is standing behind this issue in or out of warranty.

Per other posts in this thread, Apple is repairing broken hinges "outside of warranty". When mine broke I called Apple Customer Support, 1 (800) 676-2775, and explained the problem. The CSR knew exactly what I was talking about. He scheduled a Genius Bar appointment at a nearby Apple store (Northwest U.S.). I called ahead explaining that I use my iMac for work and couldn't have it out of service for very long. They ordered the part and called me when it came in. I left my iMac with them on a Friday evening and it was ready the following Monday morning.

The initial invoice showed a $28 charge when I dropped it off, but there was no charge when I picked it up.

If you don't have an Apple store locally there are posts noting that authorized Apple repair facilities are taking care of it...although a few have said that the repair facility wanted to charge them (or did). I'd certainly take it up with Apple if you run into that sort of thing.

YMMV of course.

Hope that helps.

Our Apple Service says that this dilema is Warranty issue, and remember people, if you are living at EU area, all you stuff has Two year EU warranty, this concerns Apple all so here in EU.

I went to Apple Service and they had one month service line , but as I pointed out that I use this for my business, we made deal that they order new replacement spring for my iMac (iMac was with me at the Service), when is my turn at the service line, they call me and I can go there and 24h they fix my iMac stand.

So I'm at one month service line, but I can use my iMac at home when I waiting, this was good service so far

just dropped my iMac to service, and it not cost me anything, this is covered by Apple warranty. (Finland), repair time is 1-3 days.

After two years you can claim a free repair still.

My story:

-iMac stand broken.

-EU warranty 24 months.

-Official Apple service repair line was 1 month long.

-Official Apple service took my problem at the one month service line, and let me keep my iMac home that time, so that my work does not suffer.

-Got message that it was my turn at the line, got my iMac to the service, Official Apple repair fixed my iMac "leg" one working day.

-This cost me nothing and was warranty issue, there was no any questions or arguing that was this issue warranty or not case, everything went smooth and fast and free of charge.

-My iMac 2013 is in working condition at my home now, all good.

(hope that this does not happen again after one year)

(http://europa.eu/youreurope/citizens/shopping/shopping-abroad/guarantees/index_e n.htm)

If any one is having issues with their hinge, I suggest they contact apple and ask the representative to review OP1488 in GSX. This is a known issue, and is covered outside of the standard 1 year warranty.

i have an iMac 27 inch that i am calling about right now with the same problem. Okay I'm told that between late 2013 and mid 2014 there was a design flaw with the swivel mechanism that causes it to just "fail". I was not even near my screen when i heard a loud snap and noticed my screen was drooping. It even forced the power cable from the back of the screen. Anyway they are telling me once its reported i can get it fixed ...no charge... at either an apple store or a certified apple repair shop in my area. As you mentioned the swivel mechanism is pretty sturdy save for a part that causes it to lose it springiness, if you will. I am glad i came across this thread. I'm sure i would have found out eventually and paid for the service.