Mr Mo-Fo

Q: 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

 

<Edited by Host>

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

Posted on Mar 18, 2014 3:40 PM

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

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  • by mohitfromnj,

    mohitfromnj mohitfromnj Jan 10, 2015 8:47 AM in response to travisfromnew york
    Level 1 (0 points)
    Jan 10, 2015 8:47 AM in response to travisfromnew york

    I had the same problem. Happened just after 1 year 2 months of purchase, and forgot to renew Applecare. Was fearing for a high estimate, when went to the Apple Store. Tech checked and got an estimate of $68 if only the mechanism needs to be changed and around $441 if the back cover and stand also needs to be replaced.However he said they will fix it for free (even though computer is out of warranty), as it is an emerging issue. Left the computer at the store for 3 days, and picked up yesterday. Stand is good as new now. I would suggest instead of coming up with own solution to fix it, it is better to take it to the Apple store get it fixed as they are not charging any money to fix it (at least in New Jersey, USA)

  • by richsadams,

    richsadams richsadams Jan 10, 2015 12:04 PM in response to Mr Mo-Fo
    Level 1 (84 points)
    Jan 10, 2015 12:04 PM in response to Mr Mo-Fo

    Add me to the "Broken Hinge Club". Late 2013 27" iMac purchased in Oct. 2013. Heard a loud "crack" in the middle of the night...loud enough to wake me even though the iMac is down a hall at the far-end of the house. Walked into my office the next morning and my iMac looked depressed, facing down, looking at my desk as if embarrassed . Tilted the display up and it just tilted back down.

     

    I had purchased Apple Care before the year was up so I called them. They confirmed that they knew of this issue and that they were "looking into it". The gentleman said that they cannot do an on-site repair as the back panel has to be removed and they want it in a clean room, non-static area to prevent any other damage. Understandable I guess.

     

    Since I use my iMac for business turning it loose for more than a day or more would be very difficult. So he called my local Apple Store and set up a Genius appointment. He said that they have a "lot of parts in stock" and should be able to turn it around quickly, but there have been occasions where additional parts were needed so they have to see it first. He also said that if they can't turn it around right away that I can have it back until any other parts arrive.

     

    My biggest concern of course is that this will happen again. If Apple does come up with a stronger part I'd rather wait, but I guess there's no way of knowing if or when that might happen.

     

    I've owned what seems like almost every Apple product made for the last 10 years or so and am über happy with them all. I've only had one out-of-pocket experience when a repair was needed (and that was for an older iMac graphcis card...the iMac was four years out of warranty so to be expected). Otherwise Apple has done a stellar job of taking care of any issues. Regrettable that someone let someone else approve this particular part. No one's perfect as they say. This iMac has been terrific otherwise.

     

    I'll be taking it in this afternoon and will post back when everything's wrapped up.

  • by Lorne Kingsley,

    Lorne Kingsley Lorne Kingsley Jan 11, 2015 6:27 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 11, 2015 6:27 PM in response to Mr Mo-Fo

    Well, darn, this just happened to my December 2013 27" iMac. Was using it all day, stepped away for an hour or so, and came back to a droopy screen.

     

    Hopefully the Apple folks have gotten good at this repair...


    But yeah, this is a clear problem and I hope they extend the warranties/cover the repairs of anyone who suffers this failure in the future.

  • by richsadams,

    richsadams richsadams Jan 11, 2015 11:02 PM in response to Lorne Kingsley
    Level 1 (84 points)
    Jan 11, 2015 11:02 PM in response to Lorne Kingsley

    My trip to the Apple store didn't go quite as I had hoped, but they are aware of the issue and will fix it no questions asked.

     

    The Genius that helped me hadn't heard of the problem so when I described the plastic bit that broke he said that he was sure that there were no plastic pieces in the mechanism...until the Genius next to him said that in fact there were and that it was an "out of warranty repair authorization" (meaning that even if the warranty had expired they would still fix it).  Since I have Apple Care it's still in warranty.

     

    The gentleman that helped me couldn't find a specific repair class or whatever so he entered the closest one he could find on his iPad, "Squeaky hinge".

     

    The Apple Care rep I talked to on the phone called the local Apple store to see if they had they part in stock. When he called me back he said that they told him that they had to disassemble it to see if they had the right part or parts. However the Genius said that they didn't need to take it apart; he had checked and they didn't have the part. He said that it would take two to three days to get there and if I wanted to take my iMac back they would notify me when the part(s) came in. So it was a bit of a waste of time to take it in, but at least I can still use it and knowing that they'll get repaired sooner or later is good.

     

    To be continued.

  • by cliffinoregon,

    cliffinoregon cliffinoregon Jan 12, 2015 9:31 AM in response to baltwo
    Level 1 (0 points)
    Jan 12, 2015 9:31 AM in response to baltwo

    Hey all. I was working on my late 2012 27" iMac last night and everything was fine.  This morning I woke up and the screen is tilted all the way forward and won't stay tilted back up.  Sounds like the spring-hinge problem is NOT just a fluke... but rather a (becoming more common) flaw. Fortunately I am still under Applecare; it's just that I make my living on this Mac, and having to stop my work for 3-5 days while they fix it... is the part that's costly.

     

    I have been buying Macs since 1986, and had almost every model since. This iMac is by far the best and speediest I've had. It is also the most problematic hardware I've had; I have had to bring it in for repair 4 times in 2 years already. First for bad RAM, then to replace a blotchy display, then the USB controller went out taking 2 ports and the wi-fi with it, then my 3T Fusion Drive failed, requiring an entire day for me to restore all my software and data.

     

    Well, looks like like it's back to the shop for a fifth time to replace the hinge now. Just letting you folks know you're not the only ones.

  • by walkerdesigngroup,

    walkerdesigngroup walkerdesigngroup Jan 13, 2015 8:14 AM in response to cliffinoregon
    Level 1 (0 points)
    Jan 13, 2015 8:14 AM in response to cliffinoregon

    Man, I am in serious envy of all of you who can actually "take a trip to the Apple store". I'm just here registering that the spring broke in our late 2012 iMac 27". We're kind of screwed. It's our production computer, and the closest Genius Bar is about 400 miles away. Until we get a replacement computer, we're not able to send it in, so it's just the way it is. Here's a pro tip: take a stack of phone books and pile them under your iMac until it reaches optimal height in it's forward-tilting position.

  • by richsadams,

    richsadams richsadams Jan 13, 2015 8:33 AM in response to walkerdesigngroup
    Level 1 (84 points)
    Jan 13, 2015 8:33 AM in response to walkerdesigngroup

    walkerdesigngroup wrote:

     

    Man, I am in serious envy of all of you who can actually "take a trip to the Apple store". I'm just here registering that the spring broke in our late 2012 iMac 27". We're kind of screwed. It's our production computer, and the closest Genius Bar is about 400 miles away. Until we get a replacement computer, we're not able to send it in, so it's just the way it is. Here's a pro tip: take a stack of phone books and pile them under your iMac until it reaches optimal height in it's forward-tilting position.

     

    I guess we're spoiled by having a few Apple stores nearby. (Although the experience isn't quite what it used to be prior to the masses discovering Apple!)

     

    Generally an Apple Authorized Service Provider is able to take care of warranty (and in this case out of warranty) repairs. Perhaps you have one close by?

     

    https://locate.apple.com/country

  • by cliffinoregon,

    cliffinoregon cliffinoregon Jan 13, 2015 8:59 AM in response to walkerdesigngroup
    Level 1 (0 points)
    Jan 13, 2015 8:59 AM in response to walkerdesigngroup

    A stack of phone books seems like a lot of overkill and desk crowding.   Yes, I can take mine in to the Apple Store, but I've got deadlines and can't stop working long enough to wait for my iMac to be returned to me.  So, in the meantime... a simple PENCIL does the job of holding my screen up nicely.  Just wedge it between the curved part of the stand and the back of the screen (where the RAM goes in)... and it holds the screen in place. A shorter pencil holds it lower and a longer pencil holds it higher.  A pen, a dowel, a chopstick... all work. This will suffice until I can clear 3-5 days to take it in for repair.

  • by richsadams,

    richsadams richsadams Jan 13, 2015 9:03 AM in response to cliffinoregon
    Level 1 (84 points)
    Jan 13, 2015 9:03 AM in response to cliffinoregon

    Good tip about the pencil!

     

    FWIW I also have a MacBook Air so if I need to take my "main machine" in for repair I clone the drive the night before using SuperDuper and then run the MBA off of it until I get my iMac back. That would work if you have access to most any recent Mac.

  • by walkerdesigngroup,

    walkerdesigngroup walkerdesigngroup Jan 13, 2015 10:06 AM in response to richsadams
    Level 1 (0 points)
    Jan 13, 2015 10:06 AM in response to richsadams

    @richsadams Yeah, we usually have to pack up the computer and ship it to Helena or Missoula, MT (we're in Great Falls, MT). The last time we had a issue with an Apple product, the local Authorized Dealer here in Great Falls said they won't work on computers that weren't purchased at their store. We took that up with Apple, and they had us send it to another dealer in the state, with - apparently - no reprisals to the dealer. That was a few years ago, but I doubt my company will do business with them even if Apple managed to have them change their policy. No big deal, the pencil trick will work just fine.

     

    I like having my iMac higher up - better for my posture. So I'll keep the phone books under it, too.

  • by studiotwo,

    studiotwo studiotwo Jan 15, 2015 4:55 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 15, 2015 4:55 AM in response to Mr Mo-Fo

    I have an 18 month old iMac. A week ago there was a loud snapping sound and the hinge gave way on the screen. It now doesn't stay in place, so is now on a prop. It seems that this is a common fault with this model. Apple directed me to a service centre as we are past their 1 year warranty. They say it could cost £500 plus VAT to fix!! and talk about replacing the stand and the rear enclosure. The actual part seems to cost £100 and it is a plastic washer that has snapped. Surely this is manufacturing defect and Apple should replace this free of charge. In any other instance wouldn't a known fault be a product recall. I wonder if UK law apply. Has anyone else taken this further?

  • by CM81,

    CM81 CM81 Jan 16, 2015 4:58 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 16, 2015 4:58 AM in response to Mr Mo-Fo

    Hi all,

     

    The exact same thing happened to me yesterday. I was watching TV and was surprised by an amazingly loud cracking sound.

    I thought someone threw a stone through the window. Couldn't find anything until I saw my 1 year old 27" iMac facing down.
    Tilted the display up and it just tilted back down. I was nowhere near my desk when this occured!
    I could not believe this was happening and immediately started a Google search and now I'm here... joining the club. Hi everyone!

    A 2200€ iMac not able to hold it's own weight? Does Apple even recognises this as a Design fault?

    I'm lucky to have a valid Apple Care plan and the Apple store took the iMac back for repair, covered under warranty.

    It might take 5 days to get it back.

     

    Good luck to all of you and your depressed iMac's

  • by studiotwo,

    studiotwo studiotwo Jan 16, 2015 5:01 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 16, 2015 5:01 AM in response to Mr Mo-Fo

    We have 5 more iMacs all post late 2012 in our studio. Potentially they could all do this. Huge problem...

  • by cliffinoregon,

    cliffinoregon cliffinoregon Jan 16, 2015 8:14 AM in response to studiotwo
    Level 1 (0 points)
    Jan 16, 2015 8:14 AM in response to studiotwo

    I don't know about that being a "huge" problem.  To me, a real problem is when the iMac is broken such that it cannot be used. THAT'S a huge problem!!  The screen tipping forward is only an annoyance. You can stick a pencil behind the screen to hold it at your desired tilt... and you can still be productive, as I am doing now

  • by richsadams,

    richsadams richsadams Jan 16, 2015 9:10 AM in response to cliffinoregon
    Level 1 (84 points)
    Jan 16, 2015 9:10 AM in response to cliffinoregon

    The hinge (and/or whatever additional replacement parts) arrived at our local Apple store a few days ago (two days after my first Genius Bar appt.)

     

    I'm taking it in this morning and will leave it over the weekend. Hopefully it'll be ready quickly.

     

    FWIW and as mentioned Apple is well aware of the problem. The gentleman at Apple Care said that they were "looking into it". Not sure if that means a recall one day or not. At least one of the Genius Bar employees was aware of the issue as well, telling the gentleman that was helping me that it was an "out of warranty repair". So if anyone here runs into any push-back, politely escalate your case at the store or on the phone and the repair should be completed without any charge whether your iMac is under warranty or not.

     

    I'll post back when I pick mine up.

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