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Popular YouTuber Says Apple Won't Fix His iMac Pro Damaged While Disassembled

MacRumors

macrumors bot
Original poster
Apr 12, 2001
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Linus Sebastian, who runs the popular YouTube channel Linus Tech Tips, recently shared a video in which he claimed Apple and an Apple Authorized Service Provider denied to service his damaged iMac Pro.


For background, Sebastian and his team fully disassembled the iMac Pro in January for their video review, which shows components like the main logic board and memory modules laid out individually. The real-time footage of the damage occurring in the new video appears to be a reenactment with visual effects.

The damage resulted when they dropped the display while attempting to reattach it to the aluminum chassis. Towards the end of the video, Sebastian also says the iMac Pro requires a new logic board and power supply unit, suggesting there may have been a short circuit that caused damage to internal components as well.


Sebastian contacted Apple to inquire about repair options, and visited the Genius Bar at an Apple Store, but the company ultimately declined to service the iMac Pro. In an email, an Apple support advisor placed blame on limited availability of replacement parts, but the actual reason is likely rooted in policy.

As has long been the case, Apple's terms and conditions for repairs stipulates that the company will not service products that have failed due to "unauthorized modification," including "faulty installation, repair, or maintenance by anyone other than Apple or an Apple Authorized Service Provider."

Apple's limited one-year warranty is also void if a product has "damage caused by service, including upgrades and expansions, performed by anyone who is not a representative of Apple or an Apple Authorized Service Provider."

In his defense, Sebastian confirms he is aware of those policies, but his argument is that Apple should still be obligated to repair the iMac Pro if he pays out-of-warranty fees. In the video's comments section, reaction is mixed, with some people agreeing with him and others siding with Apple.

iMac Pro is a non-user-upgradeable, all-in-one workstation by design, so it's easy to see why Apple may not be interested in servicing one that was fully disassembled. While the team at Linus Tech Tips may be more tech savvy than some, a lot can go wrong when an average customer tampers with internals.

After the repair was declined by Apple, Sebastian and his team contacted an Apple Authorized Service Provider in Canada, where they are located. The repair shop also declined the repair, but their reason was allegedly that Apple has yet to offer the required certification courses to service the iMac Pro.

However, Apple's internal iMac Pro Service Readiness Guide obtained by MacRumors states that ATLAS online training and learning resources for servicing the iMac Pro have been available in English since December. We also spoke to multiple sources who completed the course and received certification months ago.

The guide adds that iMac Pro service parts availability began in early to mid January, with replacement logic boards, flash storage, and memory available by late February. Multiple sources at Apple Authorized Service Providers also confirmed that iMac Pro displays are available with two-week-or-less delivery estimates.

MacRumors contacted a reliable source who confirmed that Apple Authorized Service Providers are permitted to deny service for any product that has been opened or modified by a customer, regardless of warranty, both for safety reasons and to avoid responsibility if the machine cannot be fixed.

In the end, Apple has to draw a line somewhere, and not everyone will agree with it. MacRumors contacted Apple, but a spokesperson declined to comment. We've also contacted Linus Tech Tips for comment.

Article Link: Popular YouTuber Says Apple Won't Fix His iMac Pro Damaged While Disassembled
 

Markoth

macrumors 6502
Oct 1, 2015
490
1,396
Behind You
I suppose an overreaction here was inevitable. He said he knew he'd have to pay for the repair, and was fully willing to pay for it, completely uncovered by warranty, but they outright refused to repair it, regardless. Makes no sense to me.

His YouTube videos are pretty entertaining, imo. I don't get the hate.
 
Comment

Nikiaf

macrumors regular
Mar 18, 2013
117
272
It seems that nobody actually watched the video and understands what the story is...

The main point is that Apple refused to ship the replacement parts to an authorized third-party reseller because working on the iMac Pro requires a special certification that doesn't even exist yet, and it sounds like no repair instructions have been written either. Assuming this is actually true, that's quite unimpressive of Apple to release a product that they themselves don't even know how to fix.
 
Comment

Nautilus007

macrumors 68020
Jul 13, 2007
2,395
604
U.S
I can imagine the out of warranty repair fees must be insane.....either way I am sure this is just for clicks.

Edit: Additionally, i really hate myself for watching 20 seconds of this video. I hate this guy and the fact he is famous and probably makes more money than I do really makes me want to rethink my life.
 
Comment

btrach144

macrumors demi-god
Aug 28, 2015
2,056
4,717
Indiana
On one side, they knowingly took apart the iMac Pro (voiding warranty) but on the other end, 3rd party repair shops should have access to the parts as necessary for these rare incidents so that customers can pay for out of warranty repairs.

Also, 1.4 million views in less than 24 hours. Regardless of Linus's right/wrongness, this is a text book PR nightmare.
 
Comment

cmaier

macrumors Core
Jul 25, 2007
20,285
21,898
California
On one side, they knowingly took apart the iMac Pro (voiding warranty) but on the other end, 3rd party repair shops should have access to the parts as necessary for these rare incidents so that customers can pay for out of warranty repairs.

Probably not a lot of spare parts available yet - they may be using them all to make machines and for authorized repairs.

And it sounds like the broke a bunch of parts, not just the screen.
 
Comment

rkieru

macrumors member
Jun 10, 2015
64
87
So is Apple refusing to repair it at all, or merely refusing to repair it under the terms of the 1-year warranty or AppleCare he may have purchased?

The former seems odd, as I would assume they would simply charge him for the work. The latter seems completely reasonable, as why should Apple repair this damage free of charge when it was caused by the user disassembling the product (which is against the terms of service).
 
Comment

mario-64

macrumors 6502
Jun 23, 2012
256
115
This is a horrible policy from Apple. Even if damage is the user’s fault, they should be willing to repair their products as long as the customer pays for it. Imagine if your car dealership refused to fix your car simply because you had opened the hood to replace an air filter and somehow caused damage. With this policy Apple is saying ‘screw you. enjoy your $5,000 paperweight’. Ridiculous...
 
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