Corradomac

Q: iMac Mid 2011 - GPU problem - no warranty - not under replacement program

Hello, I have a 27 inch iMac Mid 2011 (purchased on 28.05.2011 including Apple Care). Last weekend the screen went blue and the iMac had problems to boot (stuck on grey screen - start up loop). I suspected the well known GPU problem so I took it to my reseller.

 

Diagnose : GPU problem but since the replacement program is terminated Apple decided that I have to pay the full cost for reparation : nearly 600 euro.

 

Apple decided that they will replace the video card free of charge for four years after the first retail sale of the computer. I'm deeply disappointed in Apple since I am an Apple user since 1992 and it feels like they let me down. Apple is clearly aware that there is a problem with the video card. It seems like I have bad luck that my iMac wasn't showing any sign of video card problem earlier. I can't use my iMac a lot due to work, so if I had turned on the iMac a bit more or let it run whole weeks I would have had more "luck"?

 

I kindly called Apple and asked if they would revise their position, but the helpdesk said they couldn't do anything for me. I kindly asked the assistent if he could discuss it with his manager, but it didn't help.

 

Is there anything I could do? I am disappointed in Apple because I feel they don't care for long time users and they force you to buy a new iMac. For the iPhone 5 there is a replacement program for the battery; I took mine to my reseller but my iPhone doesn't apply, for Apple the battery is good enough. So if I had taken my iMac to the reseller without any sign of problem Apple would say it didn't apply for the video card replacement program.

 

Is there any way to convince Apple to take care of my video card problem? At the moment I agreed to pay for the reparation since I need my iMac but I will continue to seek for a solution from Apple (refund or half of the cost).

 

Is there any advice in this, how can I convince Apple in changing it's position?

iMac, OS X El Capitan (10.11.1), iMac 27-inch Mid 2011

Posted on Nov 29, 2015 3:31 AM

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Q: iMac Mid 2011 - GPU problem - no warranty - not under replacement program

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  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Nov 29, 2015 7:25 AM in response to Corradomac
    Level 9 (58,466 points)
    Photos for Mac
    Nov 29, 2015 7:25 AM in response to Corradomac

    You are not addressing Apple on these forums, we are all end users like yourself. Apple does not read or participate in these forums. If you have a problem with your iMac take it to an Apple Store or call AppleCare or Customer Service and plead your case.

     

    Good luck.

  • by Mike Sombrio,Solvedanswer

    Mike Sombrio Mike Sombrio Nov 29, 2015 11:04 AM in response to Corradomac
    Level 6 (17,233 points)
    Apple Watch
    Nov 29, 2015 11:04 AM in response to Corradomac

    Ask to speak to the manager yourself, continue to be polite but firm. That you've already agreed to pay for the repair isn't going to help. Good luck.

    I would have to consider the cost of the repair versus the cost of a later model more capable refurbished unit. It looks to me like you could have had a pretty nice iMac for about twice the price of the repair.

    Don't be disappointed in Apple, they've already quadrupled the warranty on that particular component.

  • by Corradomac,

    Corradomac Corradomac Nov 29, 2015 11:15 AM in response to Corradomac
    Level 1 (0 points)
    Nov 29, 2015 11:15 AM in response to Corradomac

    Since it is clearly a production problem Apple should repair all iMacs with this problem or organise a recall (like car dealers). For me it feels like just bad luck. I will recontact Apple on this issue and I will send an email to Tim Cook, you'll never know. Other users get their iMac serviced for free; I have to pay the full cost for the same problem. I know they can't keep servicing any machine but this is clearly a production problem.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Nov 29, 2015 11:21 AM in response to Corradomac
    Level 9 (58,466 points)
    Photos for Mac
    Nov 29, 2015 11:21 AM in response to Corradomac

    Corradomac wrote:

     

    Since it is clearly a production problem Apple should repair all iMacs with this problem or organise a recall (like car dealers).

    They did, had you followed the instructions in the link you referenced in your initial post you would have seen that. That program has expired, do you think it's Apple's responsibility to hold it open forever?

  • by Corradomac,

    Corradomac Corradomac Nov 29, 2015 12:10 PM in response to rkaufmann87
    Level 1 (0 points)
    Nov 29, 2015 12:10 PM in response to rkaufmann87

    Yes they should keep it open and repair all claims for a replacement program.

     

    The site clearly states that the iMac has to show the symptoms; there is no preventive action or recall (otherwise I would have done that). That is why I think Apple could/should organise it different. Or accept claims from users with the same problem. So there is no need to point the finger at me... Who makes iMac's and earns money on them?

  • by Javierpb,

    Javierpb Javierpb Dec 3, 2015 12:07 PM in response to Corradomac
    Level 1 (0 points)
    Dec 3, 2015 12:07 PM in response to Corradomac

    yo estoy en la misma situación que usted nos tendríamos que unir y reclamar todos juntos ya que el problema es de apple no nuestro:

     

    IMG_20151128_163718.jpg

  • by Corradomac,

    Corradomac Corradomac Dec 6, 2015 5:11 AM in response to Javierpb
    Level 1 (0 points)
    Dec 6, 2015 5:11 AM in response to Javierpb

    Yes Javier, if only Apple would recognise this as a production problem! Apple has almost certainly received a financial compensation from AMD for all cards and now Apple is letting us down... The GPU problem is like a ticking time bomb in this series of iMac, it is only a matter of time before it goes wrong. So Apple be fair and extend the replacement program for all iMacs from this serie without a silly limit on it.

     

    Javier I've written an email to Tim Cook and I am looking for a lawyer who will write a formal letter of complaint since this is clearly a production problem.

  • by Corradomac,

    Corradomac Corradomac Dec 6, 2015 6:42 AM in response to Javierpb
    Level 1 (0 points)
    Dec 6, 2015 6:42 AM in response to Javierpb

    Javier : I found someone in Australia who's iMac from July 2011 got a repair free of charge on 31.10.2015. Normally the iMac was outside warranty and extended program in July 2015 but {Lynx} got it repaired free of charge : http://forums.whirlpool.net.au/forum-replies.cfm?t=2143349&p=2

  • by Corradomac,

    Corradomac Corradomac Dec 8, 2015 11:52 AM in response to Corradomac
    Level 1 (0 points)
    Dec 8, 2015 11:52 AM in response to Corradomac

    With the info of the two similar cases in which both iMacs where sold in the same period as mine and broke down in nearly the same month as mine I recontacted Apple. I explained that I found two similar cases and asked if they would review their position.

     

    The Apple Support manager created an exception so I got my iMac back repaired free of charge! So it is well worth searching for similar cases in which Apple did provided coverage although the replacement program finished.

     

    Thank you Apple and Apple Support; but I still think that when their is a known problem for which is a replacement program is or was active Apple should provide coverage for every affected machine without any limit of age or organise a recall. I really love Apple!

  • by Javierpb,

    Javierpb Javierpb Dec 8, 2015 1:01 PM in response to Corradomac
    Level 1 (0 points)
    Dec 8, 2015 1:01 PM in response to Corradomac

    Gracias Corradomac  por el interés prestado yo como tu pude entrar en el plan de renovación ya que les expuse mi situación y fueron muy amables y atentos y accedieron a pasar la reparación por garantía y estoy a la espera de que me abonen la reparación.

     

    Saludos y gracias por todo

  • by Jamedinar,

    Jamedinar Jamedinar Jan 2, 2016 8:24 AM in response to Corradomac
    Level 1 (0 points)
    Jan 2, 2016 8:24 AM in response to Corradomac

    Hello Corradomac, Javierpb,

     

    Thanks for sharing your experience. I am in similar situation, iMac bought in mid 2011 with defective GPU. I cannot use it at all and I have no the money to fix it (as they ask in the Apple Store in Dresden (Germany)).

    I tried to show them your stories and how some exceptions have been made to cover the repair of the defective GPU. But they just say that this is not official forum and anyone could say that.

     

    Do you have any proof of your iMacs being repaired and covered by the Apple Store?

    Which apple store did you go?

    I am frankly quite disappointed with Apple, I do not expect this to happen when buying a premium product as they sell.

     

    Any idea what else can I do to get this repaired?

     

    Thanks everyone for your help.

  • by Corradomac,

    Corradomac Corradomac Jan 2, 2016 12:15 PM in response to Jamedinar
    Level 1 (0 points)
    Jan 2, 2016 12:15 PM in response to Jamedinar

    My dealer had to follow to official rules of Apple, so I called Apple Support and mentioned the link to the Australian forum where I found two exceptions. If I where you I should point them to this forum or call Apple Support. My case is known by Apple under the number 996271759. Normally when you find an exception Apple is willing to give the same level of support, so be polite and insist for the same level of service.

     

    I hope for you that they accept your case; don't give up ;-) Apple Dresden can contact me or look for info under the case number.

  • by Jamedinar,

    Jamedinar Jamedinar Jan 4, 2016 7:49 AM in response to Corradomac
    Level 1 (0 points)
    Jan 4, 2016 7:49 AM in response to Corradomac

    Hello Corradomac,

     

    thanks for your kind response.

    I did as you told me and contacted Apple Support, they looked very sympathetic and gave me an appointment with the customer department.

    Unfortunately this new department rejected to repair the GPU claiming that they are mainly SW and it is the Apple Store who should decide on this... ???

    They also added that they are not able to see others cases so got me blocked here.

    At the end they just gave me a hint to ask in a different Apple Store.

     

    May I ask you which Apple Store or dealer did your reparation?

    Maybe I could still get a chance if I call them...

     

    Any idea what could I try?

    I really need my iMac back but cannot afford this reparation

     

    @Javierpb: Serias tan amable de decirme en que Apple Store arreglaste el iMac?

    En breve vuelvo a España y llevaría el iMac conmigo.

     

    Thanks a lot and regards,

  • by Corradomac,

    Corradomac Corradomac Jan 4, 2016 12:19 PM in response to Jamedinar
    Level 1 (0 points)
    Jan 4, 2016 12:19 PM in response to Jamedinar

    Hello Jamedinar, in Belgium there is only one Apple Store (very recently in Brussels). I bought my iMac at easy-m Herentals (Premium Apple Service Provider). A dealer has to follow the Apple rules : 4 years after first resale. They gave me the advice to contact Apple Support to ask for an exception, since a dealer can't do that. I contacted Apple Support twice but they refused. I searched hard to find an exception and found it on an Australian forum. With this info I made an appointment with Apple Support to contact me. They contacted me and I explained what I have found : two Australians who got their iMac serviced without a cost. I made clear that I think it is clearly a production problem so Apple should repair every iMac with this problem.

     

    Apple Support listened to what I have found and they read the thread on the Australian forum; the manager came to the phone and he made an exception which was send directly to my dealer.

     

    I think an Apple Store can decide more than a dealer; so maybe you could make an appointment in the genius bar and show the information and ask for the same level of service as the Australians and me? I still think you have a fair chance to get the same level of support. Don't give up; there are some cases known to Apple; there is no reason in my opinion why you shouldn't get the same level of service.

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