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

[Brammy]

It just happened that there was an accident and the screen broke along with other parts

I don't think disassembling the computer, breaking it in the process, is accidental in any way. It's not like he broke it trying to swap out a user-serviceable RAM.

That said, I had good luck with getting my old 2011 MBP fixed with Apple's extended warranty on the 15" GPUs. I had swapped out the optical drive for an optibay, and had some water damage take out the webcam. I replaced the optical drive, but lost some screws. They replaced all the screws and replaced the entire display as part of the free repair. I was floored.

I figured Apple would either refuse the repair, or try and charge me for the display, but they did neither.

 

[DynaFXD]

... Linus Media Group doesn't hide the fact that they voided the warranty.... there is video evidence ffs.

From my read, the MR was quite clear on that. The focus of the article wasn't "Linus; Good Guy or Bad Guy?" but Apple's ability to deny repairs even when the affected (Linus) admitted fault and was ready to pay out of pocket for all repairs. This is exacerbated by this term and condition being sanctioned by Apple when independent repair shops also deny offering a repair service even when the affected is willing to pay all costs. THAT is the point of the article, not a smear job on some YouTuber.

FWIW, I was somewhat on the side of the customer. But I can see where Apple and some indy repair shop won't want to go down a rabbit hole of trying to get a highly integrated, sealed system unit back up pre-dissassembly condition. Even when offered money for the service. I can see where they'd fear the customer returning endlessly because it wasn't exactly like it was when it came out of the box and they are like "Yeah, not interested in that business. Good luck."

 

[Brammy]

Just say the screen was broken not by tearing it down but by an accidental knock, falling over. Then what?

Apple will quote you for a repair. People are using false equivalency to draw a line between Apple refusing to service a computer someone stripped down to the bare metal, and the usual user-inflicted accidental damage that happens to computers. Sometime, bad luck happens and you drop your MacBook, the dogs bouncy ball takes out the monitor, or you drop it moving it. Those are all different than field-stripping a computer.

The only issue I have with the video is Linus clearly upped his outrage for the video. I'm not sure what the video would be if Apple pretty much quoted him the full replacement cost of a computer because the amount of parts needed is pretty much a completely new machine. I don't think it would be 'Wow, awesome! Apple fixed this!"

 

[dontworry]

if you think you're clever enough to open it up and modify it, you should be clever enough to fix it yourself

BOOM! Headshot.

 

[Maxx Power]

You're entitled to open and fiddle with your own property to your heart's content, and you're a grown up, so man up and accept that actions have consequences.

Linus is offering to pay for all parts with a blank check. He is a millionaire, I think he can handle the fiscal responsibility that comes with a $5000 computer.

 

[neoelectronaut]

Quoting this from another thread as it seems to be the best roundup of the situation:

Here are the facts laid out since everyone seems to be confusing them or just flat out pretending they don't exist.

1) Everyone has known that the iMac Pro is essentially non-upgradeable. It was intended to be this way. It was no secret, and anyone buying a $5K machine knew this ahead of time.
2) Linus broke it when he tore it open. Not just the screen, but the Logic Board (which includes the GPU) and the PSU. This means there are possibly other components that may need repair that are smaller, but these are the 3 "big" ones.
3) Apple doesn't sell parts to individual consumers. Common knowledge.
4) Apple reserves the right to refuse service to machines that were broken due to "misuse" (in this case, pulling everything apart and trying to piece it back together).
5) Apple is capable of repairing the computer.
6) The parts are available for the computer.
7) None of the businesses he spoke to want to fix it because it is a waste of their time and money, and could make them liable for future repairs.
8) Linus is making money off of BOTH of these videos, and it stands to reason that his outrage manufactured for profit.
9) The computer is a total loss. That means the cost to repair or replace the damaged components is near or at the cost to replace for Apple. Replacement with a refub was not an option given that he was not under warranty.
10) New warranty laws from the FCC are not relevant because all of this occurred BEFORE those changes happened.

I think I covered everything here. He knew the risk, he took it, and he ended up with a brick because of it. If you buy a high demand / low supply niche product for the sole purpose of tearing it apart, you know exactly what you're getting into. If you don't know, it's likely because money isn't an issue to you, at least not a big enough issue that risking $5,000 seems unreasonable.

Don't get played. Him being a "YouTube" star is completely relevant to his behavior. The fact that he gives you a brief (and inaccurate) synopsis at the beginning of the video, and then IMMEDIATELY goes into his Sponsorship speaks volumes. It's a work.

 

[Mark Booth]

Linus is offering to pay for all parts with a blank check. He is a millionaire, I think he can handle the fiscal responsibility that comes with a $5000 computer.

The video has NOTHING to do with getting Apple to fix his iMac Pro. As you point out, he's got the bucks to pay for the repair so he also has the disposable cash to buy a replacement.

The video has EVERYTHING to do about making more bucks to pay for that replacement. It is CLICK BAIT. It's a giant ad for "make more money for me". And Linus is LOVING this topic (and all others like it) because it puts more money in his pocket.

Mark

 

[4jasontv]

They're there for a reason; to keep fiddling fingers and enthusiastic amateurs, out, at the risk of losing warranty. How is the service engineer supposed to gauge the level of technical competence of the unseen, unknown stranger whom broke the warranty seal - Telepathy? Even if he DID know all this, what gives one tiny fraction of the customer base, assumed exemption from what has CLEARLY been stated, and which applies TO ALL CUSTOMERS?

You're entitled to open and fiddle with your own property to your heart's content, and you're a grown up, so man up and accept that actions have consequences.

Does not make the sticker legal.

 

[Maxx Power]

The video has NOTHING to do with getting Apple to fix his iMac Pro. As you point out, he's got the bucks to pay for the repair so he also has the disposable cash to buy a replacement.

The video has EVERYTHING to do about making more bucks to pay for that replacement. It is CLICK BAIT. It's a giant ad for "make more money for me". And Linus is LOVING this topic (and all others like it) because it puts more money in his pocket.

Mark

I couldn't care less of his business model. All reviewers need to monetize their services. In this regard, I don't see Linus different from Anandtech or Arstechnica. As I have pointed out - Anand broke a Mac Pro during his review process, and in his case, an AASP actually reached out to him to sell him the part to fix the computer himself. I don't see how this is any different rationally.

It is also his choice to repair or replace the model, of course, assuming the parts are available for purchase.

 

[LordVic]

if you think you're clever enough to open it up and modify it, you should be clever enough to fix it yourself

the problem is, Linus aknowledges that, if you watch the video, the screen itself has cracked and Apple refuses to offer paid repair, they also refuse to sell him the parts to repair it himself (which he says he's willing to do)

I don't think anyone questions that his warranty is void. He even knows his warranty is void. But it's a telling issue that should you somehow break your device, if Apple deems it out of warranty, your device is gone. There's no ability to pay for out of warranty and there's no ability to buy the parts to repair yourself.

I don't fault Apple for their warranty concerns with those who take their products apart. I do however fault them for their refusal to offer paid repair or even parts for repair. Instead Apple's solution is "buy a new computer".

 

[b11051973]

This is why I'd never buy an all in one computer. Drop it and break the monitor, you can't just replace the monitor. Yes, an iMac can have external monitors connected, but that's not the same.

 

[LordVic]

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.

Linus is hated by MacRumors posters in general and often riles up the Apple fanboys on youtube because he holds their machines to the same standards he holds his own and he often finds they fall short of what he needs out of them

To many people, this will mean that he's automatically wrong, because he doesn't repeat the typical Apple centric comments that Apple Centric reviewers have.

 

[Maxx Power]

This is why I'd never buy an all in one computer. Drop it and break the monitor, you can't just replace the monitor. Yes, an iMac can have external monitors connected, but that's not the same.

There are a lot of implications of these consumer-unfriendly devices. I for example, will not service anyone's iMac. I have been servicing a lot of computers for a lot of people over the last decade, but the iMac is just too unfriendly and tedious. Tedious to the point that I feel like I am wasting my time and I could go for anything else I enjoy instead.

 

[oyabroch!]

Perhaps you would enjoy this video:

No? Maybe try this one then:

 

[Carlanga]

He is a fool
[doublepost=1524071918][/doublepost]He has more money than sense he can just buy another one its all for views

lol, not a fool at all. Its because of the title and stuff... he will get more views and more money if he complains to the internet plus free advertisement of the channel everywhere pro/neg apple.

 

[Rique]

FWIW, I was somewhat on the side of the customer. But I can see where Apple and some indy repair shop won't want to go down a rabbit hole of trying to get a highly integrated, sealed system unit back up pre-dissassembly condition. Even when offered money for the service. I can see where they'd fear the customer returning endlessly because it wasn't exactly like it was when it came out of the box and they are like "Yeah, not interested in that business. Good luck."

... and this is where I come down on this question. I put myself in Linus' shoes (not that I would be inclined to take on such a project) - and I would have to admit that there is no way that I would undertake it without knowing the risks going in. Apple has a clear policy, the risks are not hidden under a rock, he should have known and accepted the risks going in. If he did not, that's on him for not doing his due diligence. I suppose one could complain about the actual policy, but they have the policy - and as you've pointed out, there are good reasons for it. Apple owes this guy nothing.

 

[SoyCapitanSoyCapitan]

I am sure he could pee on his own when 2yo

I have some doubts if he can now!
[doublepost=1524154990][/doublepost]

I'm not sure if you watched the video, but he wasn't "sent" a mac product to review. He bought it, retail.

Cool but he shouldn't be sent any Macs to review.

His 'accident insurance' covers this. If he wants his Mac fixed he should be asking his insurance company.

 

[hybrid_x]

If the display, logic board, and power supply are all damaged, there isn't a whole lot left to "repair". The cost of the replacement parts plus labour would probably be high enough that just buying a replacement machine is probably the better option.

 

[ISanych]

Tearing the machine apart then wants warranty work? LOL

Learning to write before learning to read?

 

[LordVic]

they'll sell you a new engine block for your car will they?

yes. There are service centres and 3rd party car mechanics who will absolutely be able to replace the entire engine for you or parts of it (I have done so on a couple occasions).

so your point is exactly counter to the one you're trying to make. With the iMac Pro, not only is the manufacturer refusing to do out of warranty paid repairs,

But they're also providing reasoning why he can't get a 3rd party to repair it even if he wanted by limiting who gets the parts and who can sell them.

 

[Regime2008]

Perhaps you would enjoy this video:

No? Maybe try this one then:

Both videos display saltiness from the users that are still missing the point. The likes to dislike ratio is embarrassing on the first video.

 

[oyabroch!]

Both videos display saltiness from the users that are still missing the point. The likes to dislike ratio is embarrassing on the first video.

"Likes" vs "dislikes" is irrelevant. Criminals don't LIKE being caught and arrested, but it happens. Football fans don't LIKE hearing about another team's victory, but that doesn't make it wrong or invalid. I could expand these analogies to the point of idiocy, suffice it to say that only a simpleton would look at "Likes vs dislikes" and draw a black and white conclusion, based upon them.

Hear this: The likely reason there ARE so many "dislikes" on the rational people's videos, is that we live in a consumerist, "entitled" selfish generation. THAT is the truth. People need to man up, accept responsibility for THEIR ACTIONS, and move on, like a true adult would.

 

[Tonewheel]

Love what he's done to the basement.

 

[Maxx Power]

Perhaps you would enjoy this video:

No? Maybe try this one then:

Watched both.

The first video seems to trump up some strawman-type arguments to construct a point. The second video completely and utterly ignores that many end users attempt their own DIY, hence the existence of iFixit and so on. Many Mac-specific businesses like OWC is specifically founded on the principle that users can and will perform their own DIY on the supposed "sealed" systems including iMacs.

The second video also seems to contradict the first video in that the guy in the second video encourages equal support while the guy in the first video is calling for the total opposite, because Apple should pay priority attention to some users.

I also think the first video's attack of Linus's funding sources are somewhat ad hominem. Everyone who does a channel, a review site or else requires some financial backing. I see a lot of advertisement here on MacRumors, that doesn't automatically discredit all of the postings.

 

[Worldspinning]

Then he shouldn't have taken the thing apart and broken multiple parts.

Apple is unbelievably absurd about these things. I've been a fan of Apple for a very long time but this is the only company I have ever dealt with that goes out of its way to avoid repairs even when it is at no cost to them or it's their own fault.

Back in 2007, I bought a one of the black plastic MacBooks... and new, out of the box, the battery had been inserted incorrectly at the factory. It had broken the release mechanism and they claimed it was user damage and refused to repair it. I had to pay to get it fixed elsewhere.

In Linus' case, it's worse... the issue is if a certified repair tech anywhere (including an Apple employee) opens up one of these iMacs to repair something like a failed hard drive, power supply, RAM, etc... and then accidentally breaks the display... Apple will not repair it. The reasons Apple gave to him are that since they refuse to repair it, it has to go to a third-party repair tech and that tech must have a Pro certification. This certification doesn't even exist yet so no one can get the part.

In other words, if Apple ships a bad batch of RAM in these and you take it in to be repaired and they break the display... or, if you accidentally knock it over and break the display... Apple expects you to buy a new iMac or just not have a computer.

All of that is beside the point since he's not saying he didn't mess up. He's willing to pay for the repair and the parts or just the parts needed to do it himself or by a third-party repair center.