Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

[MacRumors]

Apple will issue refunds to customers who previously paid for an iMac display hinge replacement or repair, according to a recently updated service document internally distributed to Apple Authorized Service Providers and obtained by MacRumors. These repairs could often cost upwards of $100 based on user complaints.

Apple's service document acknowledges some 27-inch iMacs shipped between December 2012 and July 2014 may be affected by an issue with the display hinge, resulting in the screen no longer adjusting and continuously tilting forward. The issue appears to be limited to late 2012 and late 2013 models in particular.

The issue has been frequently reported by dozens of users on the Apple Support Communities, MacRumors discussion forums, and elsewhere on the web, with a number of iMac owners describing a similar experience in which the hinge makes an audible popping or cracking sound and then stops working.

The underlying problem appears to be the use of plastic washers in the hinge's spring mechanism, which are evidently not strong enough to support the weight of the iMac's display. In many cases, the washers eventually break under the load, causing the familiar popping sound reported by users.

iMac hinge with plastic washers (Image: Mac Plus in Singapore)​

Apple Support Communities user Mr Mo-Fo:

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 iMac 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.

MacRumors user Plazm:

My one month old 27" iMac (about a month old) at work seems to have developed a loose hinge so that the screen always tilts at its most downward. It still tilts up and down, but will always return to that position by itself.

In September, Apple extended its related iMac hinge repair program to cover late 2012 and late 2013 iMacs for up to five years from the date of their original purchase, compared to an original three-year period. Apple will replace the hinge mechanism on affected iMacs at no charge, regardless of warranty coverage.

Unlike some of Apple's other Exchange and Repair Extension Programs listed on its website, the details of this program have not been made publicly available. Apple has instead sent internal communication to Apple Authorized Service Providers with information about repairs and refunds.

Apple recommends affected customers contact the company by phone or web to initiate the refund process. Customers who still have a broken hinge can book an appointment with the Genius Bar at an Apple Store or visit an Apple Authorized Service Provider to determine if their iMac is eligible for the repair program.

Article Link: Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

 

[Goatllama]

Some peoples' purchasing decisions hinge on things like this. Glad the newer models seem to be unaffected, though.

 

[johnmcd]

I was one of those people. Apple sent me an email, offering a refund.

 

[Vash108]

Things you shouldn't have to pay to fix in the first place

 

[coldsweat]

Wow my iMac has just started to droop this week, I'm having to readjust it back up every hour or so. Now that's one hell of a co-inkedink

 

[bladerunner2000]

They should offer refunds for false advertising. The iMac has to downthrottle because it's CPU cooling is first-class garbage so it never reaches it's advertised maximum speed.

How the hell did Apple get away with this without anyone noticing?

 

[konqerror]

Some peoples' purchasing decisions hinge on things like this.

You did it wrong: Some people's purchasing decisions hinge on things like this. A quality defect might tilt them towards Microsoft, who is falling over to get more sales of the Surface Studio. Hopefully Apple will lean back and look at their direction from a different angle, realizing that their profits today is only being propped up by the iPhone.

 

[Garrod]

Mine went about a year or so ago so I'm glad I can get this sorted fairly easily. I'm just hoping they don't decide to wipe everything too like they have done in the past - I've got a Time Machine backup but I really can't be doing with having to backup everything on the Windows Boot Camp partition!

 

[Avieshek]

"Scared" of buying Apple products these days.

 

[macTW]

"Apple's customer service is behind (insert company here)."

Well... no. The amount of things they are realizing and fixing, as well as all the little things like phone swaps for ridiculously small details, show they still have some of the best customer service.

Of course it isn't perfect, because some things you think should be free, aren't, but that's rarer than the free fixes.

 

[Villarrealadrian]

There is always a "Design" flaw... They have only one job in California...

 

[Alendrix]

Mine did this about a year ago, was watching a video on it and doing work on a laptop when, POP!

At first I didn't realize it, until I notice the screen drooping, tried to adjust and found it broken. When I called Apple, they said to take it into a Genius Bar and it would be no cost to repair. So I don't get a refund, as I was never charged.

This summer, my stainless steel Apple Watch broke (the sensor on the back came unglued from the housing). I took it in, they sent it off for repair, and I got a brand new one (new serial number) back. Went from a scratched exterior to a pristine one. I've got no complaints with service,

 

[mathiasec]

"Scared" of buying Apple products these days.

Why? There have always been faulty Apple products. My 2012 rMBP has had its screen replaced twice due to burn-in, and I can't use the integrated graphics card, because it freezes the computer to a halt, forcing me to reboot. Apple products have never been perfect.

 

[Naraxus]

...Apple products have never been perfect.

Though some on this forum and others seem to believe they are

 

[Juicy Box]

Unlike some of Apple's other Exchange and Repair Extension Programs listed on its website, the details of this program have not been made publicly available. Apple has instead sent internal communication to Apple Authorized Service Providers with information about repairs and refunds.

This sucks. I have never heard of this issue until now. Thanks MR for posting this.

I have a Late 2012, and as far as I know, it does not have the issue, but when I get home, I will check it out.

 

[kagharaht]

Just for the 27 in models are having this problem right?

 

[0958400]

Things you shouldn't have to pay to fix in the first place

Agreed.

Let's coin a new word:
to applegize: making customers pay for Apple's mistakes.
to samsungize: (fill in later)

 

[Runkel]

This spring, the Apple Store in Berlin/Germany repaired my "Late 2013" for free.
According to the invoice, the repair would have cost around 30 Euros.

During the repair, they destroyed my Display, so i got a new one too.

 

[Naraxus]

They should offer refunds for false advertising. The iMac has to downthrottle because it's CPU is first-class garbage so it never reaches it's advertised maximum speed.

How the hell did Apple get away with this without anyone noticing?

Simple, the Apple apologists are willing to accept and excuse anything Apple shovels them, hence the long wait for new Mac Amateurs that are underspec'd and obsolete on arrival among other things.

 

[JoeG4]

They should offer refunds for false advertising. The iMac has to downthrottle because it's CPU is first-class garbage so it never reaches it's advertised maximum speed.

How the hell did Apple get away with this without anyone noticing?

That CPU would be perfectly fine had they not made the edges of the case 1mm thixk

 

[v4111]

Apple has internally announced it will issue a refund to customers who previously paid for an iMac display hinge replacement or repair, according to a recently updated service document obtained by MacRumors. These repairs could often cost upwards of $100, according to reports from affected users.

Apple's service document acknowledges some 27-inch iMacs shipped between December 2012 and July 2014 may be affected by an issue with the display hinge, resulting in the screen no longer adjusting and continuously tilting forward. The issue appears to be limited to late 2012 and late 2013 models in particular.

The issue has been frequently reported by dozens of users on the Apple Support Communities, MacRumors discussion forums, and elsewhere on the web, with a number of iMac owners describing a similar experience in which the hinge makes an audible popping or cracking sound and then stops working.

Apple Support Communities user Mr Mo-Fo:MacRumors user Plazm:Apple has since extended its related iMac hinge repair program to cover late 2012 and late 2013 iMacs for up to five years from the date of their original purchase, compared to an original three-year period. Apple will replace the hinge mechanism on affected iMacs at no charge, regardless of warranty coverage.

Unlike some of Apple's other Exchange and Repair Extension Programs listed on its website, the details of this program have not been made publicly available. Apple has instead sent internal communication to Apple Authorized Service Providers with information about repairs and refunds.

Apple recommends affected customers contact the company by phone or web to initiate the refund process. Customers who still have a broken hinge can book an appointment with the Genius Bar at an Apple Store or visit an Apple Authorized Service Provider to determine if their iMac is eligible for the repair program.

Article Link: Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

[doublepost=1480441127][/doublepost]Oh thank god. My hinge popped about a month ago and it's driving me bonkers. I was nervous about tearing into it for repair, especially because of the adhesive adhering the display. Not to mention the cost of the tools and parts.

 

[Zirel]

You did it wrong: Some people's purchasing decisions hinge on things like this. A quality defect might tilt them towards Microsoft, who is falling over to get more sales of the Surface Studio. Hopefully Apple will lean back and look at their direction from a different angle, realizing that their profits today is only being propped up by the iPhone.

Except nobody is buying Surfaces, Microsoft even stopped releasing the sales numbers.

The Surface line is so crap that Microsoft even had to apologize publicly and they have to lie to people about it in their presentations.

Lots of people reuturning their Sb and Sp because of bugs like sleep and bad pen input.

 

[LordVic]

They should offer refunds for false advertising. The iMac has to downthrottle because it's CPU is first-class garbage so it never reaches it's advertised maximum speed.

How the hell did Apple get away with this without anyone noticing?

its not the CPU's fault. it's a standard i7 "K" model that anyone could get for their desktops

it's the Obsession with "Thin" that causes it. the super thin chassis of the iMac just limits the available space for heating. Thta's actually why they use the K model, so they can "underclock" the CPU under load

 

[mi7chy]

Who's to blame? Designed in CA or made in China?

 

[satchmo]

As much as many of us gripe about Apple lately, it remains one of the better companies when it comes to service.
This flaw should never have happened in the first place. But at least they're stepping up and making it right.