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Very poor service from apple regarding iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program

I experienced the problem 22 december with my Imac display turned white with vertical lines all over the screen. The error was continues on the 22 - 23 and so I decided to contact my dealer on the 23 and report that something was wrong.

My local dealer then took the machine in for diagnostics/troubleshooting and they had it more then 2 weeks, and were never able to get the error message via the apple test, which had to register the error for this: http://support.apple.com/kb/TS5167 to take effect

The technician then asked me if I could try to take the Imac home and see if the error would come again and if possible document the error!!

I took the Imac home again and same evening I managed to get excactly the same error that was plauging me prior to them trying to test the machine, but this time I recorded the errors and put them on youtube for the technician to see:

https://www.youtube.com/watch?v=iZQhoCpcw5w&list=PLCmKS0JBg_VMJpqy00j8cQ8O1wPx0v gfL&index=1

https://www.youtube.com/watch?v=A1_QrQdg5-w&list=PLCmKS0JBg_VMJpqy00j8cQ8O1wPx0v gfL

https://www.youtube.com/watch?v=Hh_UXJO6BrM

I have had atleast more then 200 of those errors since 22 december but now after the last one in the list there the GFX card has simply broken down and Apple refuse to accept that the card has been faulty regarding this: http://support.apple.com/kb/TS5167 replacement program and they refuse to accept that those errors I am getting are any part of that program, because their test cannot find the error which seems to be periodic.

This whole situation has been very frustrating and I hope that if there are others out there with this problem, then they can recognize my torment with this and come with a solution of how they have done.

iMac, OS X Mavericks (10.9.1)

Posted on Jan 31, 2014 8:37 AM

18 replies

Mar 26, 2014 11:56 AM in response to Johan Thomsen

Send a letter, not email to the person in charge (managing Director or what ever it is) at Apple Denmark headquarters. List briefly all your problems and the way you feel you are not being treated correctly by Apple.

Send it recorded delivery, again what ever you have in Denmark for that purpose.

It may, may not help but sometimes you just have to bypass those who can only go by the script.

Brett_A

Level 1

0 points

May 20, 2014 10:49 PM in response to Johan Thomsen

I agree this is so frustrating, the exact thing happened to me in March this year. The video card kept failing and when I took it in on 2 occasions I was told that because it did not fail their test they couldn't replace it. Finally out of frustration I paid $508 to have it replaced. We are a company and bought 4 27 inch imacs at the same time all intel Core i7 3.4GHz with serial numbers that match the replacement program. One of the other iMacs has now started to have the same graphic card problems so I'm taking it in tomorrow, lets see what happens...

dkyeung

Level 1

0 points

Mar 14, 2016 9:11 PM in response to Johan Thomsen

I am very frustrated that Apple does not extend the replacement program beyond 4 years. My 27" iMac (early 2011) began showing graphics card issues after 4 years. Apple refused to repair it for free and they quoted me US$660 for their mistake! Absolutely disgusting! For the past year or so, my iMac kept crashing and screen freezes from time to time and I used their Apple Hardware Check to verify if there was a problem with the hardware and it always return 'NO". I therefore thought it was a software problem - so I never searched for hardware matters, or I would have found their graphics card replacement program. Apple should extend this replacement program! I am very disappointed how Apple treated their loyal customers.

Very poor service from apple regarding iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program