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

Discussion in 'MacRumors.com News Discussion' started by MacRumors, Apr 18, 2018.

  1. MacRumors macrumors bot


    Apr 12, 2001

    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
  2. cmaier macrumors G4

    Jul 25, 2007
    if you think you're clever enough to open it up and modify it, you should be clever enough to fix it yourself
  3. dan9700 macrumors 68020


    May 28, 2015
    He is a fool
    --- Post Merged, Apr 18, 2018 ---
    He has more money than sense he can just buy another one its all for views
  4. KPandian1 macrumors 6502a

    Oct 22, 2013
    This is why we can't have nice things. Similar abuse led to Costco not selling Apple computers.
  5. nt5672 macrumors 68000

    Jun 30, 2007
    Great policy that forces one to buy a new computer. I don't buy the excuses in the article. Sell replacement parts and let a 3rd party fix it if Apple is not interested. Anyone that thinks my way should visit http://repair.org.
  6. outskirtsofinfinity macrumors member


    Aug 2, 2017
    He's a YT millionaire and is just whoring for more more clicks, and you just gave it to him. What a drama queen. #histrionics
  7. Markoth macrumors 6502


    Oct 1, 2015
    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.
  8. Applemaniac7 macrumors 6502

    Mar 2, 2018
    So Cal.
    I can' be bothered with reading the article but I'm sure he's 100% wrong and hes trying to rob Apple.

    Can probs close the thread now... any more replies will just echo my sentiments...
  9. redscull macrumors 6502a


    Jul 1, 2010
    Sometimes, when you break something, you just have to suck it up and buy the thing again.
  10. Geert76 macrumors 65816

    Feb 28, 2014
    the Netherlands
    Linus is one of the most annoying YT'ers out there
  11. Rudy69 macrumors 6502a


    Mar 30, 2009
    They are willing to repair it themselves but they can't get Apple or an authorized 3rd party to sell them the required parts
  12. Nikiaf macrumors regular

    Mar 18, 2013
    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.
  13. lulla01 macrumors 68020


    Jul 13, 2007
    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.
  14. SoyCapitanSoyCapitan macrumors 68040


    Jul 4, 2015
    Screw him. He's breaking warranty and makes enough money from ads.

    The whiner isn't even the PC expert he pretends to be. Back when we were adding an FPU to our 68030s and 386s this guy was probably 2 years old and couldn't pee on his own. Anyone can make the same videos as he does.

    Don't send him any Macs to review.
  15. Superhappytree macrumors 6502a


    Sep 10, 2015
    There’s something about this guy I really don’t like. I get major douche vibes from him and he seems overly obnoxious.
  16. zorinlynx macrumors 603


    May 31, 2007
    Florida, USA
    Doesn't the iMac Pro use the same display as the other 5K iMacs? Why would those displays be hard to find?
  17. btrach144 macrumors 65816


    Aug 28, 2015
    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.
  18. berrymetal macrumors regular


    Jul 25, 2017
    I love how this guy suddenly cuts into advertisement :p I love this guy.
  19. Maxx Power macrumors 6502a

    Maxx Power

    Apr 29, 2003
    He is paying for the repair and offering to buy the parts. No one will offer him either.
  20. Maxx Power macrumors 6502a

    Maxx Power

    Apr 29, 2003
    He can not source the parts. No one will sell them to him, according to him.
  21. cmaier macrumors G4

    Jul 25, 2007
    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.
  22. David G. macrumors 65816

    Apr 10, 2007
    What is it with everyone failing to understand that he is not expecting to get this repaired under warranty and fully upfront with his asking to pay for the repair himself?
  23. WaruiKoohii macrumors 6502

    Oct 4, 2015
    The problem is that Apple also doesn't sell the parts. Can't replace a broken component if you can't get a replacement part.
  24. rkieru macrumors member


    Jun 10, 2015
    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).
  25. mario-64 macrumors regular

    Jun 23, 2012
    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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