27-inch I-Mac Mid 2011 with a AMD Radeon HD 6970M video card

I have a 27-inch I-Mac Mid 2011 with a AMD Radeon HD 6970M video card that developed exactly these symptoms. It just goes black while you work with it. I took it in to our authorized dealer in town that said it was not covered under this program. I then asked him what can he do to fix the problem? He said that he will replace the video card but I have to pay for it. Anyone else had the same experience or is it just another scam to get out of it?!!!

iMac (27-inch Mid 2011), OS X Mountain Lion (10.8.5)

Posted on Apr 3, 2014 12:10 PM

Reply
5 replies

Apr 7, 2014 8:10 AM in response to Donsies

No the program is still valid. However your imac has to be less that 3 years old (from day of purchase). I took mine at an authorized dealer a week ago. Keep in mind that in order for apple to approve a free graphics card replacement they have to run some tests and only if the tests show a faulty card they will replace it. Mine exhibited the above symptoms but the tests did not find any problem so they didn't change my card.

Sep 1, 2014 2:51 PM in response to Donsies

I had the same experience as the OP. I've documented with photos and video that my 2011 27" iMac — which falls within the serial number range of the replacement program — has been exhibiting graphics issues. I took it to the Genius Bar where it was acknowledged that is is likely a graphics card issue. However, the video test passed Apple's nebulous video test. Therefore, because my iMac is out of warranty, Apple has offered to run more tests and replace the graphics card for $265.


Does anyone know what they are testing for? Is this test they run flawless? Seems awfully convenient.


I find this entire situation unacceptable and insulting. There is a known issue and Apple is dancing around it, placing the burden on its customers instead of doing the right thing.

Dec 4, 2014 9:11 AM in response to MonsterMouse

I took mine in four times. Video never failed on the test bench, nor did it ever fail any of the diagnostic tests. The local Apple Store elected to replace the video card at no charge - and I suspect they ate the cost because they said they could not qualify for a free replacement in the program without a test failure. (Apple telephone support interceded at one point and may have sent the video card - I've had so many conversations with everyone that I am not clear on what went down.)


Video had been failing at home within a few hours of "getting it back" (video often would not work for hours after being shut down following a failure). It's been running for a few days with the new card without any issues, although in the early days of failure it would go more than a week before the video would fritz. So the jury' still out. I was sympathetic to Apple refusing to replace it without a diagnostic failure, as I am sure it could be many other things besides the video card.


A weird side effect of the new video card: For the first time, my iMac gets decent internet bandwidth. All my other devices routinely got 25 megabits plus on my connection, but my iMac could never get more than 5 or 6 (it would start out strong and then rapidly degrade when checking it on speedtest.net). Now I am at 30 megabits plus. All the wireless devices are in the exact same spots. Does this make sense? I believe the speediest.net app is Flash - might that have been choking because of video processing issues and throttling effective bandwidth?

Dec 4, 2014 11:39 AM in response to Donsies

Take it to an Apple store. The recall is good for 4 years. The following is from this Apple document; iMac (27-inch): AMD Radeon 6970M Video Card Replacement Program - Apple Support

If the iMac (27-inch) meets these requirements, Apple will replace the video card free of charge for four years after the first retail sale of the computer.


Mine didn't fail the test but they went ahead and replaced the gaphic card anyway which fixed the problem I was having. Be firm but polite.

User uploaded file

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

27-inch I-Mac Mid 2011 with a AMD Radeon HD 6970M video card

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.