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

Heronymo

Level 1

84 points

Oct 20, 2016 8:41 AM in response to Mr Mo-Fo

Is there anyone else here that's gotten their iMac repaired without cost and the statement on the invoice says "Out of Warranty"?

mfhanif

Level 1

4 points

Oct 20, 2016 9:17 AM in response to Heronymo

Hi Heronymo, if you can share your email ID, I can send you my work order details.

Oct 31, 2016 7:42 AM in response to Mr Mo-Fo

just happened to my 27' iMac too. Unfortunately, it's about 4 hrs old 😟

Nov 14, 2016 4:14 PM in response to Mr Mo-Fo

I had the exact experience described here. watching TV, loud crack heard from across the room, limp-hinged monitor. Now, it is starting to sound like a design flaw.

Csound1

Level 9

60,063 points

Nov 14, 2016 4:29 PM in response to skarJones

Whats the difference between a manufacturing flaw and a design flaw?

Mark6041

Level 1

4 points

Nov 28, 2016 2:35 PM in response to Dennis8407

Hi Dennis, the same thing just happened to me and as you my iMac is not on the warranty anymore. Do you think there is any risk at using my iMac following your incident?

Thanks

JimmyCMPIT

Level 7

29,306 points

Nov 30, 2016 1:34 PM in response to Mr Mo-Fo

what is up with this ******* forum today?

OBDave

Level 1

13 points

Nov 30, 2016 3:13 PM in response to rkaufmann87

They didn't get to be the size they are by making dumb design and business decisions.

Ha, thanks for the laugh, I needed that!

Csound1

Level 9

60,063 points

Nov 30, 2016 3:59 PM in response to OBDave

Tell us your explanation then? How did they get to be the biggest in the world?

Raj098

Level 1

14 points

Dec 4, 2016 4:01 AM in response to Raj098

rkaufmann87

Level 10

148,446 points

Dec 21, 2016 12:38 PM in response to Csound1

LOL

KenWM

Level 1

6 points

Jan 30, 2017 7:45 AM in response to Mr Mo-Fo

I was laying in bed last night when I heard the loud pop! Sure enough my 2012 27-inch iMac screen was tilting down. The worst part is that this happened once before and was repaired under AppleCare. So it seems to break every two to three years. It certainly seems like a design flaw. I never move my iMac and rarely adjust the angle of the screen. It seems that Apple recognizes this is a problem (http://www.macrumors.com/2016/11/29/imac-broken-hinge-refunds-repair-program/) and fixes it this time since it's no longer under AppleCare.

Feb 2, 2017 7:03 PM in response to Mr Mo-Fo

The same issue happened to me. I quickly called and asked for a free replacement. Took it to the Apple Store (200 mile round trip), they repaired it, got it back today. The hinge now creaks and cracks. I called Apple back and spoke with a Senior Advisor, who suggested putting WD40 on it... I questioned him thinking he was joking, "Are you kidding? That will not work." He replied saying, "Oh yeah, well I guess you will have to take it back to the Apple Store [another 200 miles] because we cant ship things that are that big."

Very frustrating experience so far.

Feb 13, 2017 7:49 PM in response to GMSUK

I took my iMac to the Apple Store and was told that they do the stand repair for free regardless of whether the computer is still under AppleCare protection (i.e., regardless of whether you're still under warranty). That suggests that the issue--which given the fact that this discussion is now on its 46th page makes sense--is a known design or manufacturing defect.

If you happen to live in northern NJ and are contemplating having this done, there's one Store that I would strongly advise staying away from based on my experience there. Message me if you're in this position; I don't think this is the appropriate place to call out a particularly ineptly run Store that has clearly stopped trying to live up to anything resembling the Apple brand's self-defined standards for customer service.

Aug 11, 2017 5:52 PM in response to Mr Mo-Fo

i just heard a weird sound, from my mac... Guess what, i can't reposition my screen anymore... Screen is tilted forward and i can not bring it back into the position which i want it to... This Fracking *****! Thanks #Apple 😟

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