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

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

148,500 points

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

LOL

muzim_

Level 1

12 points

Oct 10, 2017 3:00 AM in response to AleBot

Did you manage to het it fixed? I am also in italy and have the same problem. Any information would be useful

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 😟

AleBot

Level 1

14 points

Aug 30, 2017 7:34 AM in response to yapishkahilt

Could you please send me the document they gave you after repairing your iMac for free?

The Apple Store here in Italy told me that it is not covered by any official repair programme...

I have the same problem...😠

Thanks....

rkaufmann87

Level 10

148,500 points

Aug 30, 2017 8:23 AM in response to AleBot

When you go back into your Apple Store you can reference them to this thread. You many have to go through the thread to find specifics posts where users have had success with their local Apple Store. If you don't have any luck, request to speak with the store manager and again reference the thread. The more posts you can show them specifics of which store the better. I think this is necessary because AFAIK this is not a large enough issue to cause a repair program, Apple is handle each case on an individual basis.

I also seem to recall seeing some information on the Mac Rumors site some time ago about the problem, you can also print out those articles to show your local store.

Good luck.

Aug 12, 2014 10:44 AM in response to Wittich

i had the same problem, it cost me USD 600.. I haven't agree to fix it yet.. it seems many people are having the same problem. if it is a fault in design, Apple should have fix the problem for free since it's their fault. what happened if we fix it with the body replacement and in a couple month it snaps again? a fault design is a fault design, no mater how many times you replace it.. it still a fault design..

i think i'll hold the repair..

GMSUK

Level 1

4 points

Feb 13, 2017 3:24 AM in response to Mr Mo-Fo

This happened to me too, shortly after buying my late 2013 27" iMac in early 2014. I just use an old loo roll to prop it up now.

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