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Old Sep 8, 2008, 03:33 PM   #1
jogales
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Thumbs up Hope For Everyone With Lines on Their G5 iMac Screen!

My neighbor's 3 year old iMac G5 (iSight) recently developed the all-too-common lines problem. She took it to the genius bar and they told her it would be $760 to fix. This was rubbish, so I set her up with an external monitor until I could figure something else out.

Today, I decided to call Apple and try my luck at getting them to repair it for her. The first person I talked to told me to take it to the genius bar, so I asked politely to speak to his supervisor. At first, he tried to tell me about the repair extension program for the power issue, which this computer was not eligible for, though the serial number was close. He thought the problem was related to that. I told him several times that it was not related in any way.

I then explained to him that I felt Apple should fix the screen free of charge because it was a defective product. He then said "I'm going to have to say no. You've used the computer for almost three years, I don't see how that is defective" I countered back by saying that it was not an isolated issue and that hundreds of people are having the same problem with their computers in the same serial number range. I pointed him to this thread:

Vertical Line Issue - How Can We Get Apple to Address this?

He read it for a couple minutes, saying "interesting" every now and then. Then he said the magic words: "What the heck, I'll cover it."

It's at the Apple store now being fixed free of charge



I know a lot of people have this problem, and Apple seems reluctant to fix it. Here's some pointers...I can't guarantee success, but it worked for me so it could work for you. Worth a shot at least!


Be polite! Being rude will get you absolutely nowhere. It's not the fault of the guy/gal on the other end of the line that your iMac has a problem. It is, however, their decision whether or not to fix it.

Be persistent. I was on the phone for 45 minutes and had to talk to a couple of people. The first person you talk to probably won't be able to do anything for you. Go through and explain your whole issue to this person, and when they tell you that it's not covered, say something to the effect of "Ok, thanks so much for your time. Would you put me through to your supervisor please?"

Carefully explain the problem to the supervisor. He or she will probably try to point you to the repair extension program for video and power issues. Kindly tell the person that you are pretty sure that's not the issue because you've seen many other computers with a similar serial number having the exact same problem, some of them even after the repair extension program was performed. Use phrases like "not an isolated issue" "exception" "extenuating circumstances" "same serial number range as others with the same problem" "I'd like Apple to stand by their product" and "defective"

Give them Apple support thread ID 1146388.
This is what finally convinced the supervisor to fix the computer. He saw that my telling him that it wasn't an isolated issue was in fact true and that many other people in the same serial number range do have the same problem. I also pointed out that someone in that thread had gotten theirs repaired by apple for free.

Throughout the whole thing, remain totally calm and polite. Be reasonable. The person will help you, but you need to show them why they should.

Good luck!
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Old Jun 14, 2009, 12:45 AM   #2
arunsol
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More hope!

Thank you so much for your advice re: Lines on iMac screens! I followed it and have, as a result, had my iMac G5 (about 3 and a half years old, no warranty) repaired free of charge by Apple.

Like many disgruntled Mac users, I had read many posts and gotten discouraged. After reading jogales' post, though, I decided to give it a go. To highlight what jogales said:

1) Be polite and friendly!
2) Be persistent
3) Explain clearly and carefully the situation (key expressions from my conversation: "widespread problem", "not an isolated incident", "I feel it should be recognised by Apple as a 'known' problem - is there anyone I can speak to to make this claim?")

So, I put my computer in to get repaired and I got it back a few days later, free of charge. The bill, which was covered by Apple, was $715. Like jogales said, there's no guarantee of success - it's entirely at the customer service person's discretion and you're friendly insistance - but it's worth a shot! Good luck...
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Old Feb 5, 2010, 07:32 AM   #3
janepahr
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Who to talk to?

Can someone give me the number of who to talk to ? I live in Italy but would gladly call the USA. My MAC store tried to get the computer covered but the standard reply... not in the correct SN came back. I have not found anyone to talk to. I wrote to APPLE , snail mail but no reply.

Thanks, Hope is always good and I've been pretty discouraged alternately thinking of just going off MAC while wanting to buy a LAPTOP... but now hear that they have issues too so without some sense of product reliability I'm reluctant to continue.
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Old Mar 9, 2010, 11:14 AM   #4
jmonster66
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I spoke to an apple agent yesterday on the phone, told them my problem. At first, the guy told me to just unplug my computer, let it sit, plug it back in, and power back on. But, when he saw that didn't work, he transferred me to a senior advisor, that asked me a few more questions about what I was seeing. He said he'll take care of the repair, he told me the nearest apple store locations, put a comment on my case saying that I didn't have to pay, and gave me my case number. It was very easy =D. When i scheduled my call online, I wrote in the comment that I've done my research and I'm sure that I'm not the only one with this problem, and I also asked the apple representative if he's been receiving a lot of calls like mine, because there are tons of threads on the apple discussion forums.

Just give apple a call if you're having this problem, they seem glad to help you.
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Old Dec 10, 2010, 05:26 AM   #5
bene17
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Smile vertical stripes - things are improving

Thank you for your advice. I rang the Apple tech dept, and had a very helpful operator who immediately looked up my serial number, told me that it is the graphics card, asked me to switch off the computer, then to hold down control, shift and 3 for a few seconds, before re-starting the computer. As the lines were still there - plus two more! - he gave me a reference number, the address of my nearest Apple store, and told me that the Graphics card would be replaced there, without charge.
I had quoted the information you suggested - the message ID, the Shanghai factory [I'd looked up my serial number and found it originated there] and was as polite and informative as suggested! It all worked, and I am very glad.
This follow-up comment is to reassure others that things are improving, and the vertical lines will now be dealt with - honourably.
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Old Aug 4, 2012, 07:20 PM   #6
Oly
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Does anyone know if I could get my g5 mac fixed free of charge at apple ? I've had it for 4 years and bought it second hand it has the same problem with the lines on the screen other than that is works perfectly. Forgot to mention its not a intel version
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Old Sep 3, 2012, 04:00 AM   #7
jakeygee91
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Hello guys i just bought a imac g5 intel core 2 duo from ebay and it has a few of these lines, now are apple honoring this in the uk ? many thanks

Jakeygee91
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Old Sep 3, 2012, 06:54 AM   #8
AdrianK
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Quote:
Originally Posted by jakeygee91 View Post
Hello guys i just bought a imac g5 intel core 2 duo from ebay and it has a few of these lines, now are apple honoring this in the uk ? many thanks

Jakeygee91
They're different processors, you can't have both. I'm guessing you have an Intel Core 2 Duo machine, but you should probably check in "About this mac". If that's the case, this thread isn't relevant to you.
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Old Sep 3, 2012, 06:57 AM   #9
Jethryn Freyman
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Quote:
Originally Posted by jakeygee91 View Post
Hello guys i just bought a imac g5 intel core 2 duo from ebay and it has a few of these lines, now are apple honoring this in the uk ? many thanks

Jakeygee91
They are "honoring" it? What does that mean? You ended that statement with a question mark; are you try to tell us what Apple UK is doing with *yo*, or you asking a question???

iMac G5 Intel Core 2 Duo?

G5 is a processor.

Intel Core 2 Duo is a processor.

Neither of which co-existed in *any* computer or iMac on the face of the planet.

Go to the Apple menu. Go to "About this Mac". What does that say?

TL;DR: Your post makes no logical sense.
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Old Sep 3, 2012, 07:20 AM   #10
Jessica Lares
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Quote:
Originally Posted by jakeygee91 View Post
Hello guys i just bought a imac g5 intel core 2 duo from ebay and it has a few of these lines, now are apple honoring this in the uk ? many thanks

Jakeygee91
Like others are saying, this is the PowerPC sub-forum, and you have an Intel machine. It however, has the same design as the G5 version, just completely different insides.

The iMac in the OP was only three years old at that point and Apple had just went from PowerPC to Intel. You cannot take a six year old machine in, they're just going to tell you to upgrade as they don't have those parts anymore and they don't even take apart machines anymore. The same thing goes for any PowerPC machine. You'd have to go to a specialist.

Your best bet is doing it yourself by finding working parts on eBay.
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Old Sep 3, 2012, 07:32 AM   #11
AdrianK
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Quote:
Originally Posted by Jethryn Freyman View Post
They are "honoring" it? What does that mean?
I don't see where it was said that they are honouring it in "are apple honoring this".
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Last edited by AdrianK; Sep 3, 2012 at 07:52 AM.
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