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 envy009,

    envy009 envy009 Jan 29, 2015 1:21 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Jan 29, 2015 1:21 AM in response to Mr Mo-Fo

    Just now I was plugging something in, gently, and *SNAP! Down tilted the monitor of our July  2013 purchased 27" iMac. Since it is Jan 2015 it is definitely no longer in warranty, and per a defective keyboard inquiry recently at the Apple store. I'm afraid what was once a sleek design aesthetic has now faltered to a box wedged in between the stand and the monitor.

    Total FAIL Apple.

  • by richsadams,

    richsadams richsadams Jan 29, 2015 7:38 AM in response to envy009
    Level 1 (84 points)
    Jan 29, 2015 7:38 AM in response to envy009

    Sorry to hear that the hinge on your iMac failed...been there done that. However Apple is aware of the issue and numerous people have gotten theirs repaired out of warranty. I don't count that as a "Total FAIL". I count that as doing more than most any other computer manufacturer would do in the same circumstance.

     

    Rather than throwing up my hands (or propping up my monitor) I'd certainly contact Apple. If the first person you talk to doesn't understand, politely escalate your request until someone does. Refer them to this thread if needed and your iMac should be good as new in a reasonable amount of time.

  • by envy009,

    envy009 envy009 Jan 29, 2015 2:49 PM in response to richsadams
    Level 1 (0 points)
    Jan 29, 2015 2:49 PM in response to richsadams

    I'm glad to hear that Apple is aware of this issue and handling it. Although that may solve the iMac stand being broken, it does nothing to earn my trust that my machine and it's data will remain in tact.

    The problem that occurs with contacting Apple is that it will likely require me to hand over my iMac for the repair. This would potentially violate the intellectual property on this machine. Apple's policy via their Applecare Repair Agreement, includes language that holds Apple not liable for the failure to maintain the confidentiality of data. I doubt they would let me watch while they repair it.

  • by Aleksei.Und,

    Aleksei.Und Aleksei.Und Feb 3, 2015 5:11 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Feb 3, 2015 5:11 AM in response to Mr Mo-Fo

    Couple days ago faced with the same problem. My iMac is under the warranty, thankfully. And only 6 moths old. I was very upset with fact, that such expensive thing got some defects. And even when the stand were not touched more than about 10 times from the it has been bought.

    And as seems, this problem is widely know fault. Is the hinge being replaced with fixed hinge? Or they will put the same fault one, that will work again only for about 6 months? :/

     

    Had to remove all data inside the my mac, because being afraid of potential fact of viewing files.

  • by paperiebakery,

    paperiebakery paperiebakery Feb 7, 2015 2:29 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Feb 7, 2015 2:29 PM in response to Mr Mo-Fo

    What I believe is that paying to have my imac repaired is completely insane,inappropriate, and dishonest. It is clearly a design problem, and as a client, who trusted in the brands name and as a client who payed almost 3 times more hoping to have a better product, I believe we should not pay for absolutely nothing, not even a cent. APPLE should resolve the problem with or without apple care, it's their mistake, otherwise it is consider to be disrespectful with all the people who wrote on all of these 14 pages, and who knows how many more. At least I'd like to receive an answer or an apology from them, as a minimum expression of understanding they know something went wrong, but all I here is your warranty expired, pay more than you have already have.

  • by richsadams,

    richsadams richsadams Feb 7, 2015 3:20 PM in response to paperiebakery
    Level 1 (84 points)
    Feb 7, 2015 3:20 PM in response to paperiebakery

    What I believe is that paying to have my imac repaired is completely insane,inappropriate, and dishonest. It is clearly a design problem, and as a client, who trusted in the brands name and as a client who payed almost 3 times more hoping to have a better product, I believe we should not pay for absolutely nothing, not even a cent. APPLE should resolve the problem with or without apple care, it's their mistake, otherwise it is consider to be disrespectful with all the people who wrote on all of these 14 pages, and who knows how many more. At least I'd like to receive an answer or an apology from them, as a minimum expression of understanding they know something went wrong, but all I here is your warranty expired, pay more than you have already have.

     

    Had you read even the previous page of this thread or so you'd understand that Apple has in fact acknowledged the problem and is repairing 27" iMac hinges that have failed at no charge, in or out of warranty.

  • by paperiebakery,

    paperiebakery paperiebakery Feb 8, 2015 5:09 PM in response to richsadams
    Level 1 (0 points)
    Feb 8, 2015 5:09 PM in response to richsadams

    Well thats not what they said when I called on thursday, in fact, it seemed as if apparently It had never happened. Since I live in another country the operator gave me the number of where I should call to have it checked, and yesterday I had to pay for it to be fixed.

  • by richsadams,

    richsadams richsadams Feb 8, 2015 6:48 PM in response to paperiebakery
    Level 1 (84 points)
    Feb 8, 2015 6:48 PM in response to paperiebakery

    paperiebakery wrote:

     

    Well thats not what they said when I called on thursday, in fact, it seemed as if apparently It had never happened. Since I live in another country the operator gave me the number of where I should call to have it checked, and yesterday I had to pay for it to be fixed.

    Sorry to hear that. I'd certainly take it up with Apple...refer them to this thread if needed.. Seems a refund would be in order. Here's their world-wide contact info:

     

    Contact Apple for support and service - Apple Support

     

    Curious...you've already had it repaired? Was it by Apple? How much did it cost? Model and year? That would be helpful info for those that follow.

     

    TIA!

  • by joefromhuntington beach,

    joefromhuntington beach joefromhuntington beach Feb 12, 2015 5:21 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Feb 12, 2015 5:21 PM in response to Mr Mo-Fo

    Mine just snapped as well, on Feb 4.  Was just watching TV and heard the snap.  What I want to know is whether Apple is repairing the iMacs with the same junk that broke or do they have a redesigned spring mechanism they are replacing the broken ones with.  Otherwise, garbage in garbage out.  Whoever said this is rare is sadly mistaken.  I was at the Apple store speaking with an Apple rep and told him my issue. He chuckled and said, "yea, mine just broke too. Takes 3-5 days to repair".

     

    Is there anyone in here that knows if they fixed the root cause with an upgraded design? Or are we just having the same substandard hardware put back in?

  • by paperiebakery,

    paperiebakery paperiebakery Feb 12, 2015 6:40 PM in response to richsadams
    Level 1 (0 points)
    Feb 12, 2015 6:40 PM in response to richsadams

    Thank you, I checked  the link before, but Colombia isn´t there. Where we got the computer fixed said that the only Option to get a refund was sending the computer to the US, and that costs more than the repair it self    It's kind of big. As a suggestion Apple has global clients and should have global solutions. Sending our computer overseas, for who knows how much time, considering it's my work tool, wasn't an option. I Just hope it doesn't happen again with the new one. Thanks anyways!!

  • by paperiebakery,

    paperiebakery paperiebakery Feb 12, 2015 6:42 PM in response to richsadams
    Level 1 (0 points)
    Feb 12, 2015 6:42 PM in response to richsadams

    TIA, I got it repaired here in my Country (Colombia South America) It cost 50 dollars and took an hour to fix it and 4 days to have the part get here. Lets hope it works.

  • by lindainda,

    lindainda lindainda Feb 23, 2015 3:51 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Feb 23, 2015 3:51 PM in response to Mr Mo-Fo

    The EXACT same thing happened to my 27-inch, Late 2012 iMac. Out of the blue, I heard a snap, I saw my screen tilt down,  and my screen won't stay up now.  YES - I AGREE.  This is a design flaw, for I haven't tilted/moved the face of my imac but once since it's been out of the box last year.  There are over 10 posts where this has seemed to happened to many 27" iMacs- so APPLE should fix it whether OR NOT it's under warranty.  Especially if you own 8 mac products like I do!  I need my iMAC for work so I can't take it in for 2 weeks, but this is very frustrating knowing they might tr to charge me for this.  I will keep you abreast of what happens.

  • by joefromhuntington beach,

    joefromhuntington beach joefromhuntington beach Feb 23, 2015 3:59 PM in response to lindainda
    Level 1 (0 points)
    Feb 23, 2015 3:59 PM in response to lindainda

    I did get my IMAC back in 3 days, no charge. They even have their payment systems set up to not put in the 28 cost for the part, so they are indeed aware they have a problem. Unfortunately the tech told me they put in the same design and do not have a new design, so I expect another POP and another fix sometime down the road. I have Apple Care so I am not sure how they would deal with this outside of the 3-year warranty. Pretty good company so I would bet they are going to fix them for free.

  • by KRogLA,

    KRogLA KRogLA Feb 26, 2015 12:31 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Feb 26, 2015 12:31 AM in response to Mr Mo-Fo

    Right now confirm the same issue on my iMac 27 Late 2012, sad but truth But I feel a bit lucky - my std warranty ends in 2 weeks, phew! And when I called to the service center man on the phone was not surprised. Tomorrow my iMac will go to the service center ...

  • by saj0603,

    saj0603 saj0603 Feb 28, 2015 8:47 PM in response to KRogLA
    Level 1 (0 points)
    Feb 28, 2015 8:47 PM in response to KRogLA

    eating supper tonight and we heard a crack, screen wont hold position now I have an appointment monday after work to have it looked at. My warranty ended 2 days ago of course. No apple care, but i am hopeful after reading through all 14 pages that we shouldn't have to pay for this repair!

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