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

[Brian Y]

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.

No, you've obviously misunderstood what I said.

If you walk into the dealer you bought your car from, and ask "hey, I want to buy a complete engine" - they'll probably tell you to go away.

Instead, you'll need to go via a mechanic, or their service dept, to do so.

 

[Maxx Power]

"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.

While I am not stating that "likes" should be a democratic means of performance evaluation - but when there are more people who don't like criminals than there are criminals, you get a representative rating of more likes than unlikes when criminals get caught, not the other way around.

 

[Regime2008]

"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.

Only idiots are excusing apple for their horrible, non existent "customer service" and "support". There is no way around this, and only the ones that are not drinking the apple milk, can see the cold hard facts.

 

[LordVic]

Here’s a question: is Apple hardware your property? Or are you just buying a license to run macOS but it only runs on hardware purchased from Apple.

while the software is licensed, the hardware when purchased is 100% fully owned by the purchaser.

A company can refused warrantied work if you manipulate the hardware in such a fashion that violates how it came to you, but you are still well within your right to make any hardware changes you wish.

what this really muddles up, is the "Right to Repair". I am not apposed to either Apple, or an AASP saying "damn dude, we can't fix that". but what i'm absolutely adamant against is the refusal to even sell the parts to give him the chance to repair it himself. the combination of the refusal to repair paid, and the refusal to sell him parts is very anti-consumer.

Picture this. My Dishwasher broke. a spring snapped, and it's well outside warranty period. the easy fix is to replace the spring that snapped. Now lets say I called my manufacturer and they told me "it's out of warranty"... and I offered to pay for the repairs and they told me "no, you have to buy a new one". That would get immediate backlash. Thats why virtually all consumer product companies sell replacement parts. Offer out of warranty paid services.

it's only in the modern consumer tech culture of locked down computers do we start to see a consumer product taking such an anti-repair-ability stance. I'm not saying it's only Apple, But thats what this current topic is about eh

 

[oyabroch!]

What a precious, overly entitled blame-shifting world we live in.

Grow up, man up, get a life.

It's abundantly clear that this forum is, for the majority part, populated by consumers and non-engineers, or people not well seasoned in the consumer electronics repair industry. There's SO much you don't understand (ie, all of it) if you're not technically inclined nor in the repair or servicing/manufacturing industries.

 

[Brian Y]

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.

Training for the iMac pro IS available. Chances are that was just the excuse the service provider gave to dodge the repair .
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Only idiots are excusing apple for their horrible, non existent "customer service" and "support". There is no way around this, and only the ones that are not drinking the apple milk, can see the cold hard facts.

"Anyone who doesn't agree with me is an idiot" is how I just read that.

The facts are he broke his crap and is throwing his toys out of the pram.

 

[cmaier]

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.

Wrong, the certification DOES exist. Many other outlets have said it has existed since january, and shops have the parts.

 

[CPTmom2wp]

This is all good, but how can Apple then deny you the right to repair it yourself just because they dont want to/can't?

Apple doesn't deny you the right to repair it yourself. Apple refuses to sell you proprietary parts that you have shown you are using to make money on YouTube. However, you are free to purchase an intact iMacPro; break it down; and use the parts to repair the one you broke. Or....just buy a new one.

 

[balderoine]

From Appleinsider

A conversation with Jesse, another Apple support staff member mentions "If they are unable to obtain the parts, they wouldn't be able to repair the iMac." The Apple Store later confirmed they couldn't fix it because "HQ wouldn't send the parts they ordered" according to the video presenter, and the only option was to collect it from the store untouched.

They were advised the only option was to try a third-party Apple Authorized Service Provider.

An update from the repair center advised they could order parts, but to approve the sale, they needed someone with Apple Pro certification, "and unfortunately, that doesn't exist yet." Furthermore, if they somehow got someone with the certification and were able to order the parts required, the third-party repair center could not risk losing their new certification by simply handing the parts over.

I'm going to take Apple's side and say that he needs to frickin relax. He could have used the warranty information provided in the box to negotiate some kind of repair with Apple. But instead he twisted up the story to make a "bad guy" narrative to milk this situation.

 

[deanthedev]

Then they go down as an embarrassment to the industry along with Apple.

Only one embarrassing themselves here is you with your ridiculous comments.

Doesn't it get tiring to constantly predict Apples downfall only to have them set record after record, year after year?

 

[Worldspinning]

Training for the iMac pro IS available. Chances are that was just the excuse the service provider gave to dodge the repair .

Interesting... then perhaps Apple should revoke their authorization for that repair center.

 

[Maxx Power]

What a precious, overly entitled blame-shifting world we live in.

Grow up, man up, get a life.

It's abundantly clear that this forum is, for the majority part, populated by consumers and non-engineers, or people not well seasoned in the consumer electronics repair industry. There's SO much you don't understand (ie, all of it) if you're not technically inclined nor in the repair or servicing/manufacturing industries.

Pathetic.

I understand your point. You don't need to be bitter. We can't all be at the technical level of Louis Rossmann, who I remember was sued by Apple anyway. My minimum bottom-line take is that if Linus is willing to pay for parts then he should be able to buy them, although this isn't as clear cut in his original video (maybe I missed something), so I'm open to seeing what else develops between now and then. In my opinion, that position doesn't make Linus "entitled". If you want to talk about "entitlement", then consider that the generation before Linus, people were typically able to self-repair and buy parts for a LOT more things, including computers. It has only been recent that hostility in consumer devices came about.

 

[deanthedev]

This argument makes no sense... That's how buying anything used works. There's risk involved and you can only judge what you're getting so thoroughly.

You're forgetting who we're dealing with here. Anytime anything happens to some Apple device it's always Apple that gets blamed and is supposed to take responsibility. In this case, if Apple performed EXTENSIVE repairs to this iMac Pro, and something goes wrong, the owner will claim Apple didn't properly repair it or shoudln't have repaired it in the first place.

 

[Putzytart]

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.

If you buy a BMW and crash it, BMW won't fix it, you'll have to find a third party repairer.
If you buy a Rolex, and drop it, Rolex won't fix it, you'll have to find a third party repairer.
If you buy a Burberry Jacket, and you tear it, Burberry won't fix it, you'll have to find a third party repairer.
If you buy a pair of Ray Bans, and you step on them, Ray Bans won't fix them, you'll have to find a third party repairer.
If you buy a Sony stereo and you break it, Sony won't fix it, you'll have to find a third party repairer. (Sony won't even fix your item if it breaks under warranty, they just will pay the bill when you get it repaired somewhere else - I know this from experience.

Yes if any of these products broke as a result of manufacturers defect, then BMW, Rolex, Burberry and every other company I can think of have to offer a repair or replacement. Otherwise if you break it you are on your own. Anyone who thinks this is Apple's responsibility needs to start bitching about every other company on the planet because this happens with everything all the time.

Honestly, this whole thing is ridiculous.

 

[oyabroch!]

I understand your point. You don't need to be bitter. We can't all be at the technical level of Louis Rossmann, who I remember was sued by Apple anyway. My minimum bottom-line take is that if Linus is willing to pay for parts then he should be able to buy them, although this isn't as clear cut in his original video (maybe I missed something), so I'm open to seeing what else develops between now and then. In my opinion, that position doesn't make Linus "entitled". If you want to talk about "entitlement", then consider that the generation before Linus, people were typically able to self-repair and buy parts for a LOT more things, including computers. It has only been recent that hostility in consumer devices came about.

I'm sorry, sorry if I came across as bitter - I am not (over this? hah! ).

Apple are not obliged to sell anything to anyone, period. People may LIKE them to, but they have NO obligation to; imagine the precedent it would set... the avalanche of requests for parts it would set off.

No. Forget it. They're NOT obliged, no matter what people daydream is fact, it ain't. Period.

 

[samguaiana]

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

I don't know about you, but I think he would if he could actually get the parts. Did you not watch the video? Did you just come here to make an uneducated remark?

 

[Regime2008]

You're forgetting who we're dealing with here. Anytime anything happens to some Apple device it's always Apple that gets blamed and is supposed to take responsibility. In this case, if Apple performed EXTENSIVE repairs to this iMac Pro, and something goes wrong, the owner will claim Apple didn't properly repair it or shoudln't have repaired it in the first place.

Because other companies would gladly fix it, and if they wouldn't, there is a 3rd party with access to parts, who will fix it. Asus for instance, has no issue with component level repairs.

What is so hard for people to understand that Apple can replace the hardware, for cheaper than a new computer? He already has the chassis, keyboard, mouse, etc. Replace all of the innards, and its still cheaper than the price he paid for a decked out brick.

The repair would not be "extensive" btw. Maybe most people in here have never seen the inside of a computer, or maybe never worked on one. But it would be the furthest thing from "extensive" repair.

 

[bladerunner2000]

Only one embarrassing themselves here is you with your ridiculous comments.

Doesn't it get tiring to constantly predict Apples downfall only to have them set record after record, year after year?

Excuse me? Logic is ridiculous?

And when did I ever predict an Apple downfall? What are you on?

 

[Regime2008]

Excuse me? Logic is ridiculous?

And when did I ever predict an Apple downfall? What are you on?

He is always like that, don't mind him. He will argue till someone proves him utterly wrong, and he will disappear for a few days, then back at it again. Happens with homepod/ipad discussions all the time.

 

[steve62388]

That sucks. Although I am no longer surprised by Apple. I was hit by a drunk driver and my phone flew out of my hands while I had a seizure. Apple said I purposely broke my phone on purpose and refused to repair it.

Nobody drops their phone and breaks it on purpose either. Same thing. That’s why they call it ‘an accident’ and not an ‘on purpose’.

 

[Applemaniac7]

And that's the problem with our society. No one reads the articles, just the headlines and then makes assumptions claiming to be 100% correct with their assumptions even though they have zero information on the topic. Wouldn't be surprised if you're religious, right wing and a trump supporter. Your mentality fits perfectly into those categories.

If you would have watched the video and read the article, you would have seen that Linus said he will cover the full cost of the repair, but Apple and authorized 3rd party Apple repairs, said they can't fix the iMac, not because they refuse due to him opening the iMac, but because they can't send out those replacement parts, because Apple only sends replacement parts to repair shops that are authorized and certified, but Apple has not yet certified anyone to fix the new iMacs.

So the issue is simple, Apple refuses to send replacement parts, because they only allow certified and authorized people to repair their products, but they have not yet certified anyone to repair the new iMac.

So no, Linus is not wrong, Apple is wrong. They are selling products.

Brilliant, I couldn' have been more sarcastc in my post based on how this forum operates.. and still.. folk dont it.. #idespair

 

[steve62388]

They’re a business, frankly they can do as they wish (so long as it doesn’t hurt anyone) in my opinion. You don’t have to buy the products, after all.

They can’t do as they wish because there are consumer protection laws which vary from country to country.

 

[Applemaniac7]

No **** sherlock. The problem was that appledidnt have the parts for the imac pro despite the computer being released months ago.
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Idiot

Is that all you have? .. thanks..

 

[Joe The Dragon]

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.

well the $1000 cpu should still be good if not I will pay $10 + shipping to take it off there hands.

 

[LordVic]

No, you've obviously misunderstood what I said.

If you walk into the dealer you bought your car from, and ask "hey, I want to buy a complete engine" - they'll probably tell you to go away.

Instead, you'll need to go via a mechanic, or their service dept, to do so.

Yes, if I went into my Toyota dealership and said "I want to buy a crate engine", they'll send me to the attached service depot and parts ordering. Or recommend me to a 3rd party who can do the purchase / swap for me, regardless of the current state of my car.

In THIS case, Apple not only doesn't refer him to their own service department, but claim outright that the service department will not do work for him, or sell him the replacement part (all Linus was willing to pay for). They also told him that no 3rd party service will do it.

this is one of those car analogies that really does work to evidence why Apple, and other tech companies that are refusing services are in the wrong. There's no reason why Apple couldn't, either directly or indirectly sell the replacement parts, even if they were refurbished and tell him he's on his own. Car manufacturers, and most other consumer products do.

I don't think anyone here (or Linus) thinks Apple should cover this under warranty. This si a clear warranty violation. The problem is Apple is making it damn near impossible for anyone to do their own repairs if they wanted to on their own hardware.