My brand new iMac 2019 has died

Discussion in 'iMac' started by Sam Marks, Jul 15, 2019.

Tags:
  1. Sam Marks macrumors member

    Joined:
    Jul 5, 2019
    #1
    My new 2019 iMac (2 weeks old, i9, vega 48) started to restart randomly (without any reason and without showing any kernel panic info) and, after increasing the restart frequency to an endless restart loop, it has reached a point at which it does not even turn on. So this new machine is now dead.

    I have contacted the Apple service and my reseller to ask for a solution. They are working to provide me this solution or repair.

    I also have a 2010 i7 MBP that is working as the first day (not a single one problem during almost 9 years of daily use. I will use it during this iMac situation is solved.

    I have a back-up of all my iMac, data but I could not erase the files in the SSD as the computer does not turn on.
     
  2. mikehalloran macrumors 68000

    Joined:
    Oct 14, 2018
    Location:
    The Sillie Con Valley
    #2
    That's the correct action at this point. Tell us what they find.

    Since you have given no info that could be used to diagnose the problem (and why should you? it's a brand new machine!), not much any of us can do other than make blind guesses.

    I'll pass.
     
  3. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #3
    Thank you for your message. I previously tried a lot of possible actions with no luck.

    The problem of random restarts was mainly while watching youtube videos. Then, the computer entered in a restarting loop and finally died. At this point, unfortunately I think there is not much that I or any member can do/recommend with a situation like this. I just wanted to share this experience is it is useful for other users.

    As a side note, the Apple technician asked me if I have the latest Mojave 10.4.5 installed. I said that I think that the machine had the 10.4.4 because I have not updated it manually.

    I think that the mother board, the GPU or the power supply were defective from factory. But I can not diagnose the situation because the machine is under warranty.
     
  4. whosthis macrumors member

    Joined:
    Aug 21, 2008
    #4
    The only thing you can probably check is if the RAM modules are seated correctly (are they the original ones?).
     
  5. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #5
    Yes they are the original 8 GB that came from factory and I did not move them from their original place.
     
  6. mikehalloran macrumors 68000

    Joined:
    Oct 14, 2018
    Location:
    The Sillie Con Valley
    #6
    That gives a steady repeating 3 beeps where nothing happens, not kernel panics.
    Think whatever you want. Someone needs to diagnose it properly.

    It can be code from some old crapware you had installed that just won't behave or something you downloaded. The Mac OS is supposed to sandbox that stuff but it isn't always successful. That can normally be diagnosed by a tech doing a remote log it. Then it's a matter of locating and deleting the culprit.

    Far more likely a connector fell off or a component failed. That might only be found on a bench — after they've sent you a replacement unit.
     
  7. drewaz macrumors 6502

    Joined:
    Dec 4, 2012
    Location:
    Phoenix
    #7
    why not return it and purchase a new one? I think Apple has a 14 day return window?
     
  8. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #8
    I have asked for a return of the defective product to the reseller where I bougth the iMac. I requested my money back or a new iMac with the same specifications.
     
  9. aman88 macrumors regular

    Joined:
    Mar 21, 2019
    #9
    Apple has one year warranty assuming you didn’t get the extension to three years... they HAVE to fix it or give you a new one...
     
  10. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #10
    In my country we have 2 years of warranty, by the EU law. As I purchased it online in the 2 week window I am trying to get a refund by returning the computer or at least a new one. I will keep you updated on my case with this computer.
     
  11. Ifti macrumors 68020

    Ifti

    Joined:
    Dec 14, 2010
    Location:
    UK
    #11
    I would have done the same.
    While electronics do fail and it outside of anyone's control, it is unacceptable to spend that much on a computer to have someone open and 'repair' it within the first few weeks of purchase. I would want a brand new replacement, like for like.
    If you are within the 14 days then that's easy - if you are just outside I would appeal to Apple since they are entitled to fix the machine rather then replace at this point...

    Let us know how you get on!
     
  12. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #12
    Yesterday was the day that my new iMac died (14 days since reception) and I informed by phone and by email, including an official return request form, to the authorised Apple reseller where I bought the machine. I hope that they will apply their policy and allow me the return of this faulty iMac. They are going to contact me to send me a carrier to pick-up the iMac and return it.
     
  13. LorenK macrumors 6502

    Joined:
    Dec 26, 2007
    Location:
    Illinois
    #13
    All you have to do is take it back to the reseller. If the reseller doesn't honor the warranty, they won't be a reseller long because Apple is good at resolving customer issues.

    Now to the implied question, what went wrong and is this a problem with Apple computers? Without a teardown, probably no one can tell you what is wrong if it doesn't start, but Apple has the tools to find out. But, guess what? That's not your problem, that's why there are warranties, all you have to do is take it back and you will get a new one.

    So why did it happen? Well, this might be hard to believe, but not all electronics are created equal, there can be internal problems in a circuit board invisible to the naked eye that aren't revealed until the device is actually used for a couple weeks. My experience with electronics is that they are generally reliable, but if they are going to have a problem, it's usually in the first few weeks of use. That is for manufacturing defects.

    Of course, sometimes they break down after months of use, like my Mac Mini did, but that actually was what I consider a design flaw, the cooling for Mini's can lead to problems if they are not properly placed, and I ended up burning out the motherboard after a few months. I learned and have mine vertical, but I had to learn.

    So you weren't to blame, and it is likely nothing Apple could have done in its testing, and you get a new machine. Sounds like a good deal.
     
  14. Ifti macrumors 68020

    Ifti

    Joined:
    Dec 14, 2010
    Location:
    UK
    #14
    Not necessarily. If the unit falls outside of the 14 day return period then Apple will honour the warranty and repair the item - legally they do not need to replace it with another brand new unit. A warranty covers the cost for parts and labour.

    Either way the OP is covered and will receive a fully working computer, but hopefully in this case Apple will replace the computer with a new unit rather then attempt to fulfil the warranty and just repair parts.
    --- Post Merged, Jul 17, 2019 ---
    Definitely. ;)
     
  15. Sam Marks thread starter macrumors member

    Joined:
    Jul 5, 2019
    #15
    The computer was received on the 1st of July, and it died on the 15th of July (14 days exactly). The same day that it died (last Monday) I contacted the authorised Apple reseller to inform about this fact and that I wanted a new iMac replacement or the return of the product with a full money refund.

    I also contacted the Apple Support service to confirm (with a series of diagnostics and tests) that the computer was failing and it did not even turn on. It is dead. So I hope that the seller can send me a new machine or my money back (returning this defective iMac). I am waiting for the defective iMac return. The seller is going to send me a carrier to pick-up this dead iMac.
     

Share This Page

14 July 15, 2019