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

Top-ranking reply

Mr Mo-Fo Author

Level 1

36 points

Posted on Jan 3, 2014 9:31 AM

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 :-)

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709 replies

Jan 24, 2016 3:14 PM in response to Mr Mo-Fo

I Got mine fixed today, I told them it happened to both of my Mac that I bought at the same time, the Genius Bar said they never heard of this is an issue, it's really rare. I said to him he should go read their apple communities!

Feb 23, 2016 8:47 AM in response to Mr Mo-Fo

Same exact thing happened to me. Watching TV, heard a "crack" sound, and discovered my iMac screen hanging as limp as Bernie Sanders' elderly junk. I'm not taking mine in for repair... ain't nobody got time for that. I propped the screen back up in the desired position with a pencil, cut to the desired length.

rkaufmann87

Level 10

149,396 points

Feb 25, 2016 2:32 PM in response to Jollyjul

Very happy that you had such a good experience. The key to getting high quality service is that you got AppleCare, otherwise you would not have qualified for in-home service. Apple will provide this in the USA and UK if you are a) have AppleCare coverage and are within 50 miles of an Apple Authorized Service Provider and b) have demonstrated a need.

Mar 12, 2016 10:27 AM in response to iLiving

The question is, if the new part was modified or not. If it was not, get ready for another snap. That's why I am using 2 old credit cards (not a golf ball) and happy with the result. It will last for many years until I get my self a new Mac. 🙂

Mar 31, 2016 6:36 PM in response to pokey b

Because there is iMacs gong back in for the 2nd time to get the same hinge replaced.

Read some of the latest posts in here

If you have a iPhone 6 you can use it under your iMac if the hinge breaks again to hold it upright

or a box of tissues.

GRKE451

Level 1

4 points

Apr 17, 2016 6:43 PM in response to Mr Mo-Fo

I wish I had found this thread sooner. I called before my Genius Bar appointment, waited on hold for 30 mins, but they would not give me an answer as to how long or how much this repair would cost. (Despite the fact that it's happened to many of their poorly engineered hinges.) So on my day off, unplug peripherals, box it up, drive to weekend-packed LA store, get parking validated, just to have a guy tell me I gotta give it to them for a week. I didn't wait to hear how much it would cost. Why wouldn't they just tell me that and save me a trip? Because they know that if you're there, you're already halfway to giving them more money for repairs. #nomoreappleproductsforme

licm

Level 1

4 points

May 13, 2016 6:26 PM in response to Mr Mo-Fo

Whoa. this literally JUST happened to me. I had turned from the iMac for about 1 minute as I was responding to a text on my iPhone. Then "POP!"

I heard a sound that startled me as it was loud and I saw in my peripheral vision that the screen on the iMac had suddenly tilted downward.

iMac is late 2013 BTO. wow. I have never ever had anything like this happen with an Apple product. If not a design flaw, then must have been a batch of fault hinges.

How long is the turnaround if I take it to the Apple Store?

Jul 28, 2016 2:36 PM in response to Mr Mo-Fo

Exactly the same thing happened to my late 2013 iMac -- was in the room but not near the computer -- a snap, and it tilted forward. I live far out in the country, two hours from the nearest Apple store, no Apple Care, so the wood letter-opener wedged up in the hinge will have to do for now. I work on this machine and can't do without it.

I wonder how many in the US have had the flaw fixed for no charge?

Heronymo

Level 1

84 points

Oct 19, 2016 11:09 AM in response to mfhanif

I did originally chat with an online agent and they just told me I'd need to take it in. Never mentioned a repair program. I definitely have the late 2013 model. It would be crazy if the repair program is US only. I don't see a repair program listed though. Apparently labour alone is $100 now.

Heronymo

Level 1

84 points

Oct 19, 2016 11:57 AM in response to tobiasoleary

Interesting. I mentioned the thread but he pretty much dismissed it with "some cases are unique." I'm not really sure how he came to that conclusion. I'll be calling Apple phone support, and seeing if they can mark my account to not be charged when I pick up the iMac. If that somehow fails, I'll ask for the store manager when I pick it up and show them this thread.

Nov 2, 2017 2:34 PM in response to Mr Mo-Fo

I saw online there was a replacement program but the guy at the apple store couldn't find anything so its going to be $100. I still want it fixed but how do I get credit from Apple? They would only accept the apple documentation/reference to the program. My iMac should be in the 2012-2016 range.

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.

Aug 23, 2014 6:55 AM in response to Mr Mo-Fo

My 27" iMac (late 2013) stand broke last week without any force from outside. It seems to be a design fault!

Mar 9, 2015 3:54 PM in response to Mr Mo-Fo

Same exact thing just happened to mine. I heard this loud crack, turned around, and droopy 27inch iMac. :-( I shall have to take it in now. Thanks for this post.

martinX

Level 1

18 points

Mar 9, 2015 4:00 PM in response to Harry Connolly

PDF this page and take it in just in case they've never heard of it.

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