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Mr Mo-Fo Author

Level 1

36 points

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

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

Posted on Dec 28, 2013 9:34 AM

709 replies

Dec 20, 2017 10:15 PM in response to Mr Mo-Fo

And here I am well into 2017 with my late 2012 iMac 27" that just "popped" and tilted forward while working.

I will have to have it checked to see if the replacement still qualifies for free in Mexico.

Dec 21, 2017 5:51 PM in response to Mr Mo-Fo

Well, tonight called one of Apple's premium resellers which happens to have a store much closer than the Apple Store.

They look like knowing about the quality issue.

Tomorrow I'll take the computer for diagnostics, fingers crossed it qualifies.

I'll let you kno how it goes.

nad8e

Level 1

8 points

Dec 24, 2017 4:44 PM in response to SmartPenwin

How did an aftermarket repair do? Biggest worry i’d, have is if they damage the display, who’s responsible based on the repair contract? If it’s at an Apple store and they break it... could have a better outcome.

I took mine to the Lincoln Park Chicago Apple store Summer 2017 and they had it done in a few days.

Tip: take it in your original box but they won’t hold the box for you. Then take back your original empty box to take it back home.

Dec 27, 2017 6:39 PM in response to nad8e

thank you!

iShop is also an Apple certified supoort center so it is pretty much like handing it to apple directly.

it will take about one more week to have it repaired, they've only reviewed the unit I'm paying for the updated quote tomorrow (see my previous post) and I'll tell you how it went.

the only apple store in mexico city is about 30miles away, and this reseller has a store in less than 2 miles that's why I chise to give it a shot at the iShop first.

so far so good 🙂

mende1

Level 10

93,568 points

Dec 28, 2013 9:37 AM 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

rkaufmann87

Level 10

144,036 points

Dec 28, 2013 9:39 AM 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.

Mr Mo-Fo Author

Level 1

36 points

Dec 28, 2013 9:45 AM 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.

mende1

Level 10

93,568 points

Dec 28, 2013 9:46 AM in response to Mr Mo-Fo

mende1

Level 10

93,568 points

Dec 28, 2013 9:47 AM in response to Mr Mo-Fo

As rkaufmann87 said, your Mac will be repaired for free if you have AppleCare. Just in case, make a backup of your files with Time Machine before taking your Mac in, in case you can use your computer

rkaufmann87

Level 10

144,036 points

Dec 28, 2013 10:06 AM in response to Mr Mo-Fo

Good luck and looking forward to hearing the resolution.

Mr Mo-Fo Author

Level 1

36 points

Jan 3, 2014 9:31 AM 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 :-)

conham50

Level 1

0 points

Feb 1, 2014 5:23 AM 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 17, 2014 2:59 AM in response to Mr Mo-Fo

i had the same problem with my i mac which we bought 5 months ago. Oct-2013. made an appt to take it to the genius bar last night, 16.2.2014.

Feb 19, 2014 2:14 PM in response to Mr Mo-Fo

Same thing happened today to our 27" iMac purchased about 10 months ago. 😠

Feb 27, 2014 4:43 PM 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.

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