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 Norjg,

    Norjg Norjg Sep 1, 2015 5:34 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Sep 1, 2015 5:34 PM in response to Mr Mo-Fo

    I bought my 27" iMac in December 2013.  Today I heard a metallic pop and the monitor tilted forward.  It's time to contact Apple.  I have the 3 year Apple Care.

     

    I have no doubt Apple will repair this, but I am disappointed in this failure.

     

    I will have to check my hard drive.  It must be so full that it weighs too much for the spring.  :-)

  • by BobAF6C,

    BobAF6C BobAF6C Sep 4, 2015 11:20 AM in response to Norjg
    Level 1 (0 points)
    Sep 4, 2015 11:20 AM in response to Norjg

    My 27" iMac screen just lost its ability to stay in position too. Evidently it was the thump I heard from the other room. Now it only rests tilted fully forward. This is obviously a design flaw as it seems to happen regularly. I don't have it located where I need to adjust the tilt very much. I'll be calling Apple today. It is just over one year old. guess I'll be getting some benefit from AppleCare.

  • by davper,

    davper davper Sep 4, 2015 11:31 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Sep 4, 2015 11:31 AM in response to Mr Mo-Fo

    Well the local agents for Apple in South Africa said courier the machine to us (550kilometres away) and we will assess it and give you a quote since you don't have Applecare.  No, I said.  There's nothing you can assess since the offending part (the hinge for the stand) isn't accessible unless you completely dismantle the machine and "go in from the front" as it were.  Just quote me (non binding) on the assumption that it is the hinge for the stand). Of course they would not budge.  So called the South Africa apple tech support no. from the Apple website. Get connected to a call centre agent in Athens Greece who listens, understands and then went out of her way to assist.  Called my back after initial call to say it will be fixed at no cost to me and give me a case number on the global apple system.  Just take it to nearest iStore (155km away) and book it in.  Which I will try but I have zero confidence that the sole agent in South Africa will even acknowledge the decision in Athens or wherever it was taken, leave alone actually manage to repair the machine without causing some there damage if only to the screen edge or case.  But I hope to be proven wrong.

     

    Does anyone know if they can retro fit the VESA mount as they offer with the new retina iMacs?  Seems to me that is the way to go since the repaired hinge will no doubt fail again in due course.

  • by SMB 2,

    SMB 2 SMB 2 Sep 4, 2015 11:47 AM in response to davper
    Level 1 (0 points)
    Sep 4, 2015 11:47 AM in response to davper

    It is likely all about how your local store gets paid for the work.

    If you have a case # hopefully that will get it done. Did you call the SA store to see if they would now repair it?

     

    Had similar problems when living on a Caribbean island and had to get repairs authorized via Venezuela!

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Sep 4, 2015 12:09 PM in response to davper
    Level 9 (58,598 points)
    Photos for Mac
    Sep 4, 2015 12:09 PM in response to davper

     

     

    Does anyone know if they can retro fit the VESA mount as they offer with the new retina iMacs?  Seems to me that is the way to go since the repaired hinge will no doubt fail again in due course.

    The VESA mount cannot be retrofitted. Don't ask if there some way it can, because it cannot. Sorry to be the bearer of news you did not want.

  • by Jeff Koke,

    Jeff Koke Jeff Koke Sep 4, 2015 1:55 PM in response to ElKayNY
    Level 1 (10 points)
    Sep 4, 2015 1:55 PM in response to ElKayNY

    I still haven't managed to make it to the Apple Store to get mine fixed (have an appointment for Tuesday since I will traveling the rest of the week and can leave for repair), but I want to say something to all those who are offering the homebrew "just use a pencil" fixes. Those certainly work for a temporary fix to make the screen usable, but I get a new machine every 3-4 years and subsidize the cost by selling my old one. I spent about $1,900 on my 2013 iMac and sold my old 2010 for $1,100. An iMac with a busted hinge isn't going to go for nearly as much. I'm less than a month out of warranty, so the longer I wait, the less likely they'll do an out-of-warranty repair for free.

  • by sny24x8y,

    sny24x8y sny24x8y Sep 6, 2015 3:48 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Sep 6, 2015 3:48 PM in response to Mr Mo-Fo

    My late 2013 iMac stand simply gave out on me as well. I don't think that I should have to pay for the repair to have my monitor hold itself up again. I would like some suggestion on how to have this rectified. I don't know how much it will cost for repair and don't want to be without my computer for very long.

    Regards

  • by Norjg,

    Norjg Norjg Sep 10, 2015 4:31 PM in response to sny24x8y
    Level 1 (0 points)
    Sep 10, 2015 4:31 PM in response to sny24x8y

    I took my 2013 27" iMac in on Sunday at 4:00 pm.  I was notified Wednesday at 7:45 pm that it was ready for pickup.  The charge was "Mechanism, 27" IMAC $28.41 and Hardware Repair Labor $39.00 for a total of $67.41, but free with Apple Care. 

     

    My iMac repair was a lot cheaper than I thought it would be considering what had to be done.  even though it seems like a lot to remove, it must come out easily. 

  • by cjoynermicrotech,

    cjoynermicrotech cjoynermicrotech Sep 10, 2015 5:14 PM in response to dzimking
    Level 1 (15 points)
    Sep 10, 2015 5:14 PM in response to dzimking

    I'd recommend that you would use an Authorized Apple Service Provider for the installation of that FusionDrive. Though it is not the most difficult of repairs, there are certain tools and items needed in order to properly carry-out this type of fix, most likely things you would not have.

  • by rpMac,

    rpMac rpMac Sep 12, 2015 4:50 PM in response to cjoynermicrotech
    Level 1 (0 points)
    Sep 12, 2015 4:50 PM in response to cjoynermicrotech

    The hinge on my iMac 27-inch Late 2013 also failed. Just returned to my office and noticed the screen was tilted down.  When I tilt the screen back into position it goes back down. I will call Apple Tech Support and see what they say.

  • by bartlcsw,

    bartlcsw bartlcsw Sep 12, 2015 10:16 PM in response to Mr Mo-Fo
    Level 1 (0 points)
    Sep 12, 2015 10:16 PM in response to Mr Mo-Fo

    Yep, Mine just did the same thing. POP and then the screen tilts down, 27":screen.  Someone mentioned that this was rare enough to not be a problem. It certainly seems to be a consistent problem considering the many virtually identical posts. I have had Macs forever and never had anything like this happen.

  • by theblum2004,

    theblum2004 theblum2004 Sep 13, 2015 2:02 AM in response to Mr Mo-Fo
    Level 1 (0 points)
    Sep 13, 2015 2:02 AM in response to Mr Mo-Fo

    This just happened to me 10 minutes ago. I heard a loud crack. I was not in front of the computer so I didnt know until I noticed it later.

     

    I do not have Applecare. I never did anything to cause it. my Imac looks new like the day I bought it.

     

    Idigital will not fix it because I dont have applecare.

    They also refused to fix the common Imac dark left screen problem.

    This is rediculuous. I paid $4000 for the best mac I could buy and there are numerous problems.

    Is this the end of the mac quality control promise?

  • by davper,

    davper davper Sep 13, 2015 2:29 AM in response to SMB 2
    Level 1 (0 points)
    Sep 13, 2015 2:29 AM in response to SMB 2

    So i took the machine in to my nearest iStore who have then couriered the machine to the ONE service centre in the country (500+km away).  After 24 hours I got an acknowledgement of receipt of the machine.  Fully 48 hours later I got another email telling me "Diagnostics are currently being performed on your unit.

    Please be aware that diagnostic times may vary dependent on the fault being experienced." For a broken stand/hinge?


    So now I wait some more to see if they acknowledge the case number and the decision taken by Apple (the iStore could not access any such number on their system - suggesting the local agent isn't fully integrated with Apple's network).  But the helpful lady from the Athens, Greece call centre (to whom I am copying all communication) says that because they've assigned my case a repair ID she will be able to monitor things and assures me she will intervene or not depending on the response of the local agent.


    With the mountain of cash that Apple sits on and the fraternal image they try so hard to create that Apple users are all one big global family you would think that they would just come out and acknowledge this as a design fault and either do a recall or promise to pay for repairs as and when the machines fail.


    I'm interested to know if when they repair them, are they replacing the old dud part with a new/improved quality replacement.  Or can the unlucky expect second and third failures with the passage of time?  Anyone had the stand/hinge fail after an initial repair?

  • by SMB 2,

    SMB 2 SMB 2 Sep 13, 2015 4:53 AM in response to davper
    Level 1 (0 points)
    Sep 13, 2015 4:53 AM in response to davper

    Davper. Sorry getting a fix has been such a headache. Again I suspect the local repair guys are mostly concerned as to who pays them. Hopefully the Athens center will stand up for you.

     

    I don't know anything about what parts are used for the replacement, but for as long as this thread has been open you would think that a second failure would have turned up if it was at all common. Lets hope that is not the case! The store that repaired my machine told me that Apple would continue to repair any failures of this part free of charge. Doesn't make the inconvenience any better but I think they know there is a problem.

  • by theblum2004,

    theblum2004 theblum2004 Sep 13, 2015 4:57 AM in response to SMB 2
    Level 1 (0 points)
    Sep 13, 2015 4:57 AM in response to SMB 2

    Just look how many people this has happened to, That would qualify as a common problem.

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