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

[4jasontv]

Here is their reasoning.

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I keep reading that sentence but I must be missing something. There were no unauthorized modifications. And there was no catastrophic damage. Where is Apple trying to apply the multiple pieces clause? As an example of both? Because neither reason caused the device to separate into multiple pieces.

 

[germinator]

Here is their reasoning.

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Neither of this applies to this case.

 

[4jasontv]

So this makes sense why Apple denied their service. Besides lets face it its an iMac how clumsy do you have to be to really destroy your iMac in a way that no one its able to repair its not like a Macbook that you more around. They did something else catastrophic and thats why.

What did they do that was catastrophic? Cause dropping the glass wouldn't qualify. Neither would static.

 

[Septembersrain]

If he's willing to pay full price for fees, I don't see why not?

It's not like they make it exactly easy to get parts!

 

[luisf4u]

What did they do that was catastrophic? Cause dropping the glass wouldn't qualify. Neither would static.

But do you really know that all it was and nothing else? I don't think we know. Specially since they like to play with their devices.

 

[delhifox]

But a “test” is not the same as taking it home and using it. These computers are all tested at the factory, but still a percent get past the test and end up having problems when first used by the consumers, and then receive warranty work. Some of you just cant get the concept. They have NO - Zero - obligation to repair the computer. And can only assume risk, no matter how slight, if they do repair it. Just how the law works. So they will not unnecessarily assume a risk of liability. Especially when the guy has created evidence of his abuse of the computer and its warranty.

It’s not about the risk. The bottom line is they have released a product without a proper service component supply chain and skills.
Let’s not forget that they do have products which has 80-90% cost of out of warranty repair. This way they just replace the product with 90% cost of the original product. That’s how they mitigate “risk” in some products. Apple could have that here as well!! Releasing a product without RMA supply chain is stupid!

 

[4jasontv]

But do you really know that all it was and nothing else? I don't think we know. Specially since they like to play with their devices.

No. That's true, but we can't put a lot of stock in "there might be more to the story" when they filmed the entire thing.

 

[citysnaps]

Apparently Apple doesn't design their systems properly then. Because their documentation says things which imply it's easy to build up static electricity. Things such as the following:

To avoid generating static, don't move around the room until you finish installing the cards, memory, or internal storage device and replace the side panel.

That suggests static electricity can easily build up and damage electronics. Given this was taken from the Mac Pro memory upgrade guide I think anyone can see user serviceable systems are just as susceptible to ESD as those not intended to be user servicable.

You're apologizing for Apple's behavior and you're using an appeal to authority argument (i.e. that authority being you). Just admit your argument was weak at best. I won't think anything less of your electrical engineering knowledge because of it.

"Apparently Apple doesn't design their systems properly then. Because their documentation says things which imply it's easy to build up static electricity. ... To avoid generating static, don't move around the room until you finish installing the cards, memory, or internal storage device and replace the side panel."

No. Apple does. They also know that following ESD guidelines are important, no matter what the level of ESD sensitivity is. It's not a here's a device that's not as sensitive as a more sensitive device, so therefor no precautions are needed. If you really understood ESD, you'd know that.

Is it really that hard to understand?


"You're apologizing for Apple's behavior and you're using an appeal to authority argument (i.e. that authority being you). Just admit your argument was weak at best."

I'm hardly an authority, nor have I ever claimed to be, but I do have enough design experience over many years to speak about the subject. Do you?

And no, my argument is not weak. Devices that are not meant to be opened/serviced by customers obviously do not come with ESD precautions. The last thing Apple wants is someone inexperienced messing around with a product of theirs that is not meant to be serviced outside of the factory, incurring undetected latent failures caused by a user, that Apple would be responsible for attempting a repair on a product compromised b a customer.

Again, it's not just Apple.

 

[Wawajey]

Apple refused to sell me battery for for my iPhone 6 which they had already promised to sell at a discount, they wanted to take my phone away for 2 weeks,

So Apple is underhanded, what’s new? They can refuse to help.

 

[960design]

That's how they do it in cars, where the risk is orders of magnitude higher.

To be fair the car manufacture tells the dealers to replace any parts that can be replaced or crush the car in case of something like roof damage. The dealers take the risk. The dealer is not associated with the manufacturer, so a bit different.

If a new vehicle arrives to the rail yard with the door dented, they do not fix it, they replace it. If the roof is dented the crush the entire car.

The manufacturer just does not want to take liability for someone else's idiocy.

Back to Apple. This is how Apple can point Linus to a 3rd party repair. Unfortunately the parts are not available. VERY bad on Apple's part, I agree, because accidents happen. If I dropped my $10,000 iMac Pro because I tripped over the dog, I would be very pissed if they could not or chose not to repair it.

 

[4jasontv]

I'm hardly an authority, nor have I never claimed to be, but I do have enough design experience over many years to speak about the subject. Do you?

Did you just agree that you are not an authority and then try and provide a reason you should be?

 

[citysnaps]

Did you just agree that you are not an authority and then try and provide a reason you should be?

No. An authority, in my mind, would be one who has been engaged in long-term ESD research and failure mechanisms, written books, taught classes on the subject at the university level, publishes papers on the subject, etc. I'm just a hardware engineer that needs to understand the subject and failure mechanisms to do my job. That's far from being an authority.

 

[delhifox]

If he's willing to pay full price for fees, I don't see why not?

It's not like they make it exactly easy to get parts!

Cause they don’t have parts and skilled workers in that area to do the repairs.

I'm not sold on either side yet. I'm torn on this. I can see where it might pose an issue. However, I just don't think this is that case. The computer was totaled....ie... you can't fix it without replacing the whole machine.

Agreed but then have the policy to charge the customer 90-95% of the original cost to the customer and get him a new product. BTW they do this for few products where out of warranty replacement is as high as the product itself.
They should be fined for having shoddy rma supply chain.

 

[neomorpheus]

It is his property. He can do as he likes.

Your perspective is obviously risk-aversive. Many other perspectives aren't.

Sadly, he cannot comprehend the fact that a sacred object from Cupertino was desecrated by a mere mortal.

Apple products are good, but this blind fanboism that thinks that apple or any other corporation dont do anything wrong needs to stop.

 

[Markoth]

My understanding: As with all Apple products, repairs/parts are available at authorized Apple service centers. I don’t think parts are available to third parties.

Authorized Apple Service Providers (AASPs), are all third parties.

 

[4jasontv]

No. An authority, in my mind, would be one who has been engaged in long-term ESD research and failure mechanisms, written books, taught classes on the subject at the university level, publishes papers on the subject, etc. I'm just a hardware engineer that needs to understand the subject and failure mechanisms to do my job. That's far from being an authority.

See I would call an authority someone who is recognized as having knowledge about something. So to me it comes across as a modified humblebrag.

 

[dredlew]

They are willing to repair it themselves but they can't get Apple or an authorized 3rd party to sell them the required parts

You simply cannot buy parts from Apple as a regular person or business. You have to be an authorized and certified repair center to order parts. This is pretty meticulously tracked.

Besides, even if Apple were to repair the machine, the damage they caused to the machine (especially having to replace the logicboard) makes it basically so expensive that they would be better off buying a new one anyway. They messed up and they know it but why not get a few more clicks out of it?

 

[4jasontv]

makes it basically so expensive that they would be better off buying a new one anyway

Again. This is not a valid reason to deny a repair.

 

[PoolNoodleJedi]

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.

He was willing to pay to have it repaired, Apple refused to repair it, so he took it to a third party Apple certified repair shop like Apple suggested to him, and the third party couldn't get the parts to repair the computer.

 

[dredlew]

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?

You cannot buy parts from Apple as a regular person or business. Only an authorized and certified repair center can. Hence, there is no option to repair it yourself. This is not an off-the-shelf PC. If they wanted to tinker around, they should have bought a PC.

 

[citysnaps]

See I would call an authority someone who is recognized as having knowledge about something. So to me it comes across as a modified humblebrag.

No, not bragging. That's just one of many small chunks of knowledge needed in my field. Same with math, physics, programming, etc. Knowing just enough, but so far removed from being an authority it isn't funny.

 

[4jasontv]

They messed up and they know it but why not get a few more clicks out of it?

They both messed up. Apple should have quoted them the MSRP of their spec for the repair on the grounds that the repair would require a replacement. Then stick new hardware in the old shell. Instead they thought he would just walk away. Of course they should get paid for calling them out.
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No, not bragging. Just one of many chunks of knowledge needed in my field. Same with math, physics, etc. Knowing just enough, but so far removed from being an authority it isn't funny.

Cool Cool. But you can see how it might have come across?

 

[dredlew]

Again. This is not a valid reason to deny a repair.

The valid reason to deny a repair is in the purchase agreement you make which states that you are not to open the machine, only a qualified repair person can. You take full responsibility understanding that when buying the product. So Apple doesn't even need a reason, it's a pre-requirement for you buying the machine.

 

[PickUrPoison]

Authorized Apple Service Providers (AASPs), are all third parties.

Correct the AASPs can order parts for iMac Pro and other Apple products from Apple.

If you’re talking about a third party shop that is not AASP, I don’t believe they are able to order Apple parts.

 

[citysnaps]

Cool Cool. But you can see how it might have come across?

Well, what should I do? I do have real-world hands-on knowledge of the subject. Should I pretend I don't?