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

Final update... got my late 2013 27" iMac back from it's stand failure repair in Zürich. All work completed FOC as agreed with Apple Distribution International. Fantastic service, great quality work, not a scratch ... perfect. They said they've had many back both screen sizes and recognised it as FOC work. Well done Apple, great support.

There is an official program but for some insane reason it is not listed with the rest of the quality programs in GSX. Call again and ask the representivie to search for article OP1488 in GSX. (This repair will be covered at no charge to the customer for 3 years from the original date of purchase.)

I called Monday and asked that my case be escalated. I quickly got approval for a FOC repair and made an appointment for the next day. I took it to the Apple Store Tuesday and was told it would probably take 3-5 days. I got an email and a phone call early the next morning (approximately 17 hours after I left my Mac) to let me know it was ready to pick up.

It's now fine. Everyone I dealt with was friendly and helpful.

following a previous reply, I've contacted Apple about my case mentioning an existing support case with reference OP1488 in GSX.

After a few minutes talking with Apple support operator, and an internal consulting from imself, he returned with the answer I was expecting to hear: my late 2013 27" imac was illegible for this support case and Apple was going to repair my iMac for free. I got truly satisfied and relieved.

I've took it to the suggested repair Center which told me the repair should take between 3 to 5 days. Fortunately is just the time I'm going be out for vacations so will not miss it 🙂

Took my 27" (Late 2013) in today for this issue. Technician said it will be repaired under UK Consumer Law and recorded it as 'Accidental Damage' as there was no other option to record the repair as. He added notes to say the hinge no longer supported the display and there are no signs of damage so will be free of charge.

For the invoice it was recored as £19 for a new hinge and £24 labour but as mentioned it was free to repair and fee was scrapped. 3-5 days wait.

Just for the record 2 members of staff both said they never heard of this issue... The store was in MK, UK.

You should use the official channel for contacting Apple: by the support web page. Just open a support request and mention in your description the exactly symptoms as you described in this forum and include the reference to this Apple well known support reference - OP1488 in GSX.

After doing that, it did not took more than 5 minutes to receive a call from Apple.

This same thing just happened to my iMac 27" Late 2012 model. I heard a snap and then noticed the monitor was tilted downward. My AppleCare expired in April 2016 so I was out of luck. When I first called in the support rep told me it would not be covered, but then I pressed that I've seen many reports of this same issue and thought it was a design defect. She then agreed and found a note that they are covering the repairs even if the system is out of warranty.

So if this happens to you and you call for support and are told you need to pay for it if you're out of warranty, push back and have them look for the tech note about Apple covering the repair.

I'll take my system in next week for the repair and post how it went when I get it back. There is also a recall on the 3TB Fusion drives, you may want to check if you're affected by that recall as well.

I took my system in a few weeks ago to the Apple Store. They repaired the hinge at no charge. Just an FYI, this is a known issue and Apple is providing the repair, both parts and labor for free even if the system is out of warranty.

That should not be the case...First talk to an online customer support person and make sure your model is under repair program (late 2013 iMACs only). Then book an appointment with the genius bar at apple store only (not any authorized apple dealer)...It should be fully covered (at least in US it is)...In the worst case even if they charge you that should not be more than USD 70/- (approx. 39 labor + 28 part)...

Heronymo - I have an iMac 27" Late 2012 model that was repaired at no cost. Initially I called phone support and that is where I was told this is a known issue. They told me to schedule an appointment at the Genius Bar for the repair to be done, and that there wouldn't be a charge for it even though my AppleCare was expired. When I went in for my appointment the person that helped me was also the one that would be performing the repair. He also said this is a known issue and there wouldn't be a charge for it. I doubt this would only be for U.S. based machines though since he was a manufacturing design flaw.

I'd suggest calling Apple Phone Support and opening a ticket with them and have them reference the known issue within that ticket. You can then at least have the Apple Store look that up so you're not charged.

Heronymo,

Here is a copy of my receipt for the repair. I also had them replace my Fusion HD since it had a recall on it. The remaining two line items are for the repair of the stand hinge. Hope this helps and good luck. I'd suggest asking for a store manager to help you out. They can look up my repair records using the Repair Number below.

Parts and Services

<Personal Information Edited by Host>

Anyone who's having this problem, take it in to the Apple Store. If they quote you a cost and say you need to pay it, show them this thread. If they still say that it's not covered, call Apple Support, describe the situation, and have them speak to the store. They will set them straight. That's what happened with me. The store employee, for whatever reason, wasn't aware that this was covered. He also didn't bother to check, which was surprisingly bad. After speaking on the phone to Apple, I picked up my iMac and they waived the entire cost.

So, if they give you any trouble, call Apple and they'll set it straight. This is absolutely a covered cost and a known issue.

Just took to the store: Genius said they couldn't do anything because it was out of warranty

Called AppleCare: Initially, the advisor mentioned he had not heard of this issue before - I directed him to this forum which he (thankfully) read through. Although Apple has not issued any recall, he agreed to grant a one-time exception (turns out my AppleCare just expired just under 3 months ago)

Bottom line: Thanks for the forum! It took a still under-recognized design issue that might not have been covered and helped highlight it to allow the advisor to understand and approve the repair 🙂

Nice. Good to hear. I forgot to mention in my experience when I called in, the support person took about 5 minutes to talk to her superior and also do some research. She was amazing! Didn't just dismiss it. So no matter what, if anyone has any trouble, keep pressing them to look into it properly. It is covered. I didn't even have Apple Care and my machine was almost 2 years out of warranty.

My 2013 iMac 27" stand broke 2 times , first within the warranty and second one 15 months after warranty. Second time when I called apple support team, they have one standard reply that it's out of warranty but after pressing hard and challenging that world wide so many issues reported .... then they agreed to repair free of charge.

Apple had not improved or addressed the issue. And for the same reason I did not go for the new 27" 5K iMac which is a great product.