So him offering to pay full price to have it fixed is "ridiculous"? You should really read before you comment on something
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Popular YouTuber Says Apple Won't Fix His iMac Pro Damaged While Disassembled
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LOL
17 year IT manager here.
You have it backwards.
Have seen users do things with computers you would not believe.
When you don't pay for it you don't always feel compelled to take care of it.
Corporate IT could never consider an unrepairable product.
Nor a product that publicly acknowledges its complete lack of enterprise service and support infrastructure.
Step 1) Disassemble an all-in-one iMac Pro so you can make money on YouTube showing a video of your disassembly
Step 2) Break the Power Supply, Display and Logic Board of said iMac Pro in the process of disassembly and reassembly
Step 3) Expect Apple to assume responsibility for future repairs by repairing the iMac Pro you busted as part of operating your business
Next up.... Apple should offer repairs for phones damaged in drop tests.
Linus should chalk it up to the cost of doing business. He broke it. He knew he was breaking just about every policy associated with authorized repairs. He should not expect Apple to try to fix it when they could hardly even give a good estimate on what the final repair would cost -- who knows what else he broke?
When Apple repaired my daughter's iPhone display something went wrong and the phone would randomly crash within minutes of starting up when they gave it back to me. They ran diagnostics on it post-repair and it could not even complete diagnostics without crashing (something it passed perfectly before the screen repair). Apple was able to assume full responsibility for the failure and replaced the entire phone at no additional cost to me (and probably a $100 additional cost to them). They cannot even run diagnostics on Linus' iMac Pro because the power supply and logic board are both busted.
I saw some idiot commenter on YouTube claim that this was why he purchased Samsung products. Hilarious because there isn't a single Android vendor that offers decent customer service for repairs (especially Google or Samsung). Heck, Samsung took people's Galaxy Note 7's for weeks only to replace them with ones that still caught fire.
Step 2) Break the Power Supply, Display and Logic Board of said iMac Pro in the process of disassembly and reassembly
Step 3) Expect Apple to assume responsibility for future repairs by repairing the iMac Pro you busted as part of operating your business
Next up.... Apple should offer repairs for phones damaged in drop tests.
Linus should chalk it up to the cost of doing business. He broke it. He knew he was breaking just about every policy associated with authorized repairs. He should not expect Apple to try to fix it when they could hardly even give a good estimate on what the final repair would cost -- who knows what else he broke?
When Apple repaired my daughter's iPhone display something went wrong and the phone would randomly crash within minutes of starting up when they gave it back to me. They ran diagnostics on it post-repair and it could not even complete diagnostics without crashing (something it passed perfectly before the screen repair). Apple was able to assume full responsibility for the failure and replaced the entire phone at no additional cost to me (and probably a $100 additional cost to them). They cannot even run diagnostics on Linus' iMac Pro because the power supply and logic board are both busted.
I saw some idiot commenter on YouTube claim that this was why he purchased Samsung products. Hilarious because there isn't a single Android vendor that offers decent customer service for repairs (especially Google or Samsung). Heck, Samsung took people's Galaxy Note 7's for weeks only to replace them with ones that still caught fire.
Institutions are the same. Equipment abuse is big, especially at universities and all the way to the professors.
I find his videos entertaining, and I'm a Mac fan head to toe. Do I own a PC, sure, for my wife to remote access her office. I play a couple games on it. That is one PC out of 25 years of owning a constant stream of Macs, several iPads and iPhones. People don't have to hate others just because they have different views or opinions. That's part of the problem with the world these days.
Wait a second, he broke the computer, he asked Apple to fix it, he wanted to pay for it, Apple said "**** off. Buy a new computer because you opened it and we won't sell you any parts to fix it either."
If that's the case, **** Apple. That's the equivalent of buying a car, changing the brakes, breaking a rotor, and the car maker saying "**** off. You shouldn't have tried that. Buy a new car because we're not selling you any new parts."
If that's the case, **** Apple. That's the equivalent of buying a car, changing the brakes, breaking a rotor, and the car maker saying "**** off. You shouldn't have tried that. Buy a new car because we're not selling you any new parts."
People - especially this guy, should know by now that when you buy Apple - you are selling your soul to them to own, that your gadget is not actually yours, it's still going to belong to Apple and they don't really care about you or the thing either way until you wanna get service to fix it, because it says in their Agreement, that you agree that they reserve the right to not do a single thing to help you, that you can feel free to buy a brand new or refurb gadget from their store, all over again, be our guest, Accept or Deny? Your only choices with buying Apple stuff.
So with this knowing, anyone in their right mind who expects repair service will just have to buy a new one, besides, if you can afford Apple, you can afford to buy another one easy.
I, on the other hand, have always had tremendous support and care from Apple.
So with this knowing, anyone in their right mind who expects repair service will just have to buy a new one, besides, if you can afford Apple, you can afford to buy another one easy.
I, on the other hand, have always had tremendous support and care from Apple.
Apple should give him a bottle and soft blankie. Stat.
I have had tears in my eyes seeing what an executive has done to a $3500 mbp in less than a year.
The sooner you break it the sooner you get a new one.
He says the logic board, power supply and screen are ALL broken in the video. So how did that happen? Likely he did something improper and shorted something out.
Suppose Apple puts a new power supply and logic board in there and whatever shorted things out is elsewhere..... now suppose both replacement parts immediately short out again when the technician powers the iMac Pro on. Does Apple get to charge Linus for the parts that just shorted out because of his tear-down misadventures? Probably not. Does Apple now have to go over the entire iMac Pro, part by part and test each part that was removed to see if that part is the cause of the short circuit? That would be a repair nightmare.
Linus broke this iMac Pro as part of doing his business -- which included doing a tear-down video. It would be like a youtuber doing drop tests to expect Apple to try to fix a screen on an iPhone that was intentionally dropped multiple times until the screen stopped functioning. Who knows what else is busted inside the chassis of the phone?
The only thing Apple *should* maybe do in this case is sell him the 3 parts he is asking for and let him do try to repair it himself. And the price of the parts should be such that building your own iMac Pro from all replacement parts should be far more expensive than buying one off the shelf.
Yeah, that's what I don't get.
This is akin to damaging your car radio while pulling it out to see what connectors it has, and Mercedes not allowing you to pay to get it repaired, anywhere.
You're conflating a lot of things that shouldn't be confused.
A "total" is an insurance term, not a technical term. A total means the insurance company decided it would be cheaper to pay out your maximum benefit rather than fixing the car. A vast vast majority of the time, the damage is very repairable, it's just prohibitively expensive to do it.
The repairs are almost never technically impossible though. Sure sometimes the unibody is so warped that it can't be straightened or have sections cut out and remade and welded in, but I've also seen some junk-yard mechanics work some serious magic before on salvage title cars. While some damage may be technically unfixable, that is a super rare corner case. As I said above, usually it's not unfixable but rather nobody wants to pay for it to be fixed. The situation here is different - the YouTuber basically said they will pay whatever it takes to be fixed.
Also warranty is an unrelated issue. Warranties are legal contracts - sometimes imposed by law and sometimes by written instrument. Both Apple and car companies can dictate to some extent when warranties end and what voids them. Nobody is obligated to warranty their work, but the market encourages it. None of it required. Indeed, in the realm of bikes - almost no bike shop will ever warranty a broken spoke repair because they all know when one spoke breaks, another will break next week, and the week after, and so on. Yet they will all gladly repair broken spokes, because getting a new wheel is too expensive in many situations.
You're wrong about Apple; Apple is not under any obligation to warranty a repair. They choose to do that, but they don't have to. They can easily do a repair and not warranty it - as long as the customer knows said repair isn't going to be covered.
Service is service. The only difference between tech and cars is that cars are much more regulated. A few states have right to repair laws for car companies. And it's great - since those laws have been passing I swear service at dealerships has been improving as they have to compete with third-party shops. It's time we get the same with tech companies too.
Apple (and other tech companies) want to have it both ways. They want to set up a robust and efficient repair and refurbishment system internally, and at the same time say all their devices are unfixable externally (so third-party shops can't have access to parts, and so consumers have to buy a new device). They shouldn't be allowed to have it both ways. If Apple can refurbish a broken device internally, they should be obligated to provide those tools and parts on the open market to any ready and willing buyer. Or if Apple insists the devices are unfixable, they shouldn't be allowed to give consumers refurbished devices as warranty exchanges. Can't have it both ways.
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, But Disassembly Violated Apple's Repair Policy
Who knows what other damage they might have done to the computer?
Because Apple don't have diagnostic software do they?
Too hard to fix?
They're mass produced. Modular components. Fixing it easy.
It's not beyond them to say "OK, we'll replace the screen only but when you get it back it's on the understanding that there's no warranty on the machine and that any future problems you have are not our responsibility. Sign here to say you understand and agree to this." It is a popular youtube channel after all, lots of people will see this. A missed opportunity for Apple.
It's a relatively new machine, could it be that Apple have assumed that there won't be any problems with them yet so have not got round to sorting out the necessary Certification and spare part supply chain? A bit presumptuous, but maybe understandable.
Because Apple don't have diagnostic software do they?
Too hard to fix?
They're mass produced. Modular components. Fixing it easy.
It's not beyond them to say "OK, we'll replace the screen only but when you get it back it's on the understanding that there's no warranty on the machine and that any future problems you have are not our responsibility. Sign here to say you understand and agree to this." It is a popular youtube channel after all, lots of people will see this. A missed opportunity for Apple.
It's a relatively new machine, could it be that Apple have assumed that there won't be any problems with them yet so have not got round to sorting out the necessary Certification and spare part supply chain? A bit presumptuous, but maybe understandable.
Hey, I saw that video yesterday!
I agree with Linus that the reasons he's been given for them refusing the repair seem ridiculous, but I also agree with MacRumors that the actual reason they refused is probably because they just aren't going to service an iMac that somebody completely disassembled (had the logic board laying out on the table, and I think they may have even removed the CPU from its socket).
Apple's issue here is not telling him that's why they won't fix it. That's stupid, but not as stupid as the video wanted it to seem. Linus's issue here is that he's actually angry that the only parts for this brand new platform are available directly from Apple and so he can't fix it himself. Which I'm not sure he should be surprised about at this point, honestly.
And there's a little part of me that thinks Linus (professed PC guy through and through) just wants something to whine about considering he actually liked the iMac Pro as a competitively priced and powerful workstation product.
I agree with Linus that the reasons he's been given for them refusing the repair seem ridiculous, but I also agree with MacRumors that the actual reason they refused is probably because they just aren't going to service an iMac that somebody completely disassembled (had the logic board laying out on the table, and I think they may have even removed the CPU from its socket).
Apple's issue here is not telling him that's why they won't fix it. That's stupid, but not as stupid as the video wanted it to seem. Linus's issue here is that he's actually angry that the only parts for this brand new platform are available directly from Apple and so he can't fix it himself. Which I'm not sure he should be surprised about at this point, honestly.
And there's a little part of me that thinks Linus (professed PC guy through and through) just wants something to whine about considering he actually liked the iMac Pro as a competitively priced and powerful workstation product.
Lots of examples. I’ll use BMW since I’m very familiar with them. You need not only the VIN, but also a drivers license and proof of registration to buy anything security related. Like remote keys or electronic modules used for vehicle security. Many modules for BMW come from the factory coded specifically to the VIN (like an engine computer), so there’s no way to order them without providing a VIN. Other modules come blank and are one-time use only (once it’s installed into the vehicle it’s bound to that vehicle and won’t work in another).
OTOH, there’s lots of parts that don’t require anything. Like brakes, suspension parts, starters, alternators and other popular repair items.
I actually think this is nuts of Apple to deny this...
I can understand it not being covered anymore since the Youtuber damaged the screen which is clearly noticeable. But offering to pay to fix it... Apple should have allowed him to.
Just more control..... Apple wants to you not to DIY, i get that, and they offer out of warranty replacements *if* this happens, but he would have payed.
If you give someone the chance to make up to their wrong-doings and the company still denies after your willing to pay for it., you have an obligation i reckon to do whatever it takes..
Perhaps he should have purchased Applecare+
I can understand it not being covered anymore since the Youtuber damaged the screen which is clearly noticeable. But offering to pay to fix it... Apple should have allowed him to.
Just more control..... Apple wants to you not to DIY, i get that, and they offer out of warranty replacements *if* this happens, but he would have payed.
If you give someone the chance to make up to their wrong-doings and the company still denies after your willing to pay for it., you have an obligation i reckon to do whatever it takes..
Perhaps he should have purchased Applecare+
If it's all for views, how can he be the fool?
Sounds like he knows what he's doing. That being said, if you watch the video he makes some good points. Sounds like there isn't a supply parts change or authorized repair for the product yet.
If he's telling the truth he said he is willing to pay for a repair, Apple should do an out of warranty repair. The issue probably has to do with the fact that Apple doesn't repair stuff at their stores anymore, they just swap it out.
Yeah, generally not a fan of government regulation, but unless someone can legally produce replacement parts, the company should be required to sell them to all comers.
Assuming that the "we don't have parts" is just an excuse... why would Apple want to repair that machine? They are obliged to give the warranty on the repaired parts and they have to guarantee that the repair is successful. With a machine dismantled, parts dropped/shorted and generally abused in any possible ways, agreeing to repair it is only asking for trouble down the line.