Video Suggests Screws in iMac Pro's VESA Mounting Kit Are Prone to Break When Unfastened

[Markoth]

This is the textbook definition of an anecdote.

Anecdotal evidence isn't always useless. If you actually watch the video, which I assume you haven't, you'll see that the entire situation could have been avoided by better quality control, better AppleCare support or better Geniuses at the Apple store. To have failed at all of those levels is pretty bad, and though anecdotal, is somewhat indicative of a larger problem, especially considering that each failure came from completely different, unrelated parts of Apple.

But, at least Apple is Going Green™. Gotta have priorities.

 

[1050792]

Joke of the day: Apple's Quallity Control.

 

[twistedpixel8]

Every day I come on here I read comments of people saying,” I’ll just build a Hacktinosh.” Or “ Apple doesn’t care about its customers.” “This stuff is a rip-off.” And on and on. If people don’t like Apple, why are they wasting their time on Mac forums? Build your own tower, use Windows or Linux and shut up.

Because we are hoping things will change?

 

[gnipgnop]

Anecdotal evidence isn't always useless. If you actually watch the video, which I assume you haven't, you'll see that the entire situation could have been avoided by better quality control, better AppleCare support or better Geniuses at the Apple store.

One thing that's clear from the video: he was the only person breaking the screws when attaching/detaching the mount. The Apple Store was successful in putting it on without breaking the screws, then he broke a screw taking it off again.

Maybe he just needs to watch a video on how to properly position the monitor before removing or adding the screws?

 

[The_Martini_Cat]

The very first iMac I got was defective & Apple replaced it immediately in the Spring of 2001, just in time for OS/X 1.0. It's been Mac all the way ever since but it would never occur to me to put an iMac Pro on a VESA mount. Asking for trouble. Cheers!

 

[Villarrealadrian]

Make the screws in the U.S.!

 

[Markoth]

One thing that's clear from the video: he was the only person breaking the screws when attaching/detaching the mount. The Apple Store was successful in putting it on without breaking the screws, then he broke a screw taking it off again.

Not exactly. It appears that the Apple Store didn't tighten any of the screws, likely for fear of them breaking. What other reason could they have had for doing that? On top of that, the pry marks on the stand and the iMac make it look as if they had botched the repair at least once, and had to pry the stand from the iMac. What other reason could they have had to do that unless the screws had broken on them at least once? It seems to me, it wasn't just him.

Let me know if you follow my reasoning.

 

[Kabeyun]

MacRumors has reached out to Apple for comment on the matter. We'll update this article if and when we hear anything back.

Hold not thy breath.

Tim Cook.

I also heard he’s responsible for climate change, Jimmy Hoffa’s disappearance, plague, and Dutch elm disease.

 

[BornAgainMac]

And I thought Apple cut corners by using a 1080p Facetime camera instead of a 4K camera, no door for easy access to the memory and SSD.

 

[SuperCachetes]

So, when problems like this happen, should everyone run to Apple's defense?
I have been a long time fan of Apple, but the crap that has been happening lately is indefensible.

And yet... if I posted about my MBP keyboard which was performing flawlessly, or my Time Capsule which never cratered its hard drive, or my iPhone 7 which has really been amazing other than a couple of transient issues - there wouldn’t be a mob of people filling the thread after me with a growing chorus of “I love my laptop, too! Apple is kicking butt!” and “Steve Jobs left the ship in good hands - I can’t believe how far the iPhone has come!” It’s so much easier to follow the herd and just crap all over everything.

This notion of romanticizing the past and pining for the good old days is silly, but it happens all the time, not just with Apple. The truth is probably way closer towards the positive side of the argument rather than the negative, but the trend follows the most vocal... Even if they and their anecdotes are a tiny sample of reality.

Totally agree that the guy got hosed by the Genius Bar with the damage to his equipment though. Inexcusable.

 

[Noctilux.95]

A few years back, Apple store in Pasadena dropped my two month old iMac Retina and slightly damaged the glass shield insert. They gave me a new iMac while I kept the perfectly fucntioning old one. good times.

 

[CosmoCopus]

Obviously this guy doesn’t know how to use a screwdriver...this sounds like something Tim “the Tool Man” Taylor would do.

 

[gnipgnop]

Not exactly. It appears that the Apple Store didn't tighten any of the screws, likely for fear of them breaking.

People can make whatever guesses they want. Maybe that's true. Maybe it's not. I do know for a fact that other people on YouTube have successfully used the same mount kit without screws breaking. Mounting iMacs on swing-arms etc. isn't really anything new.

 

[Truefan31]

People can make whatever guesses they want. Maybe that's true. Maybe it's not. I do know for a fact that other people on YouTube have successfully used the same mount kit without screws breaking. Mounting iMacs on swing-arms etc. isn't really anything new.

It doesn't excuse the poor support though. They told him to contact the OEM of the kit, the one with the Apple brand on it. They mangled the stand trying to fix it, and gave it back to him that way.

 

[gnipgnop]

Obviously this guy doesn’t know how to use a screwdriver...this sounds like something Tim “the Tool Man” Taylor would do.

That's just as likely an explanation as anything else. The mount kit comes with a manual screwdriver and these are not long screws either. Snapping them while adding/removing takes some talent.

 

[ahireasu]

Apple should tread lightly because there is no Steve Jobs to save them this time.

 

[LoadStar]

I remember, back in the old PowerMac G3 days, that Apple the people who manufacture for Apple used cheap zinc screws even then. Trying to install additional or replacement hard drives required zen-like patience, because you would inevitably strip or snap screws because they were just SO so cheap.

Those who worked in those systems enough knew to keep a bowl full of good quality screws around, and just throw out the crap that Apple Apple's OEM used.

 

[Juicy Box]

if I posted about my MBP keyboard which was performing flawlessly, or my Time Capsule which never cratered its hard drive, or my iPhone 7 which has really been amazing

For the price of the devices, these type of results are expected. What is weird is that there is some people that think Apple should be praised for having a working keyboard on a $2k-$3k device.

 

[ChrisCW11]

Sometimes earning a nickle more in profit just isn't worth it Tim...

 

[DoctorTech]

Using cheap screws is embarrassing enough. But the MOST embarrassing thing (for Apple) about Nelson's video is that Nelson felt the need to create it in the first place.

I've always had very good service from Apple. But I'd be pretty hopping mad if a screw broke off while installing or removing an $80 adapter on a $5,000 computer. It's something that should have NEVER happened, not at those prices. And Apple can blame its vendor all they want, the bottom line is APPLE is responsible for what it sells.

I'm glad Apple did the right thing in the end. But it should have NEVER gotten to the point that Nelson felt the need to create his video. A lot of people dropped the ball on this one, including AppleCare support and the geniuses at his Apple Store. The person most responsible for dropping the ball was the moron that decided cheap screws would be fine. An adapter that costs $80 and mounts to a $5,000+ computer should AUTOMATICALLY come with stainless steel screws. Nothing else should have ever been considered.

Mark

Edward Deming stated that virtually all problems are management problems. If it was a vendor's fault, who chose to use that vendor? That would be Apple's Sr. Management. If the vendor wasn't selected for their outstanding quality, why were they chosen? Who prioritized low cost over high quality? That again would be Apple's Sr. Management.

 

[Piggie]

Low quality screws are shameless.
We are literally talking of a few cents to buy really high quality screws in stainless steel that would be super strong.

Apple really need to ensure the highest quality when it comes to these products.

 

[kingtj]

I'm even willing to let a lot of the "bendgate" stuff slide. IMO, too many people treat their expensive cellphones like trash and then get all indignant when they break. I owned one of the early iPhone 6 models that was most prone to bending, and never had an issue with it. I knew it was a dumb idea to try to put it in a back pocket and sit on it, for example. Many others don't, and seem to think this should be just fine for a device made from aluminum and glass. For that matter, any quality case would have protected one of these phones from bending too.

But overall? Yes -- Apple quality is going down the tubes while the prices stay as high as ever. This is a formula for disaster at Apple if they don't start turning it around. A whole lot of us have over a decade invested in Apple hardware and software. It's an "ecosystem", after all. That's why it's not realistic for us to just get mad about a problem and walk away from the whole thing.... But enough repeated problems will certainly accomplish that, and it's starting to happen.

At the very least, any problem with broken screws on the VESA mount should have immediately led to a free replacement and repair, helping get the old screw back out. This nonsense where the Apple Genius says he or she isn't certified to help with an iMac Pro? Not my problem as a customer who paid a BIG price tag for it! Apple's problem for not training everyone properly so they can assist with it.

After Bendgate, Throttlegate, keyboardgate and now this. What has happened to quality at Apple?

 

[Klaatu63]

For every penny saved their is one  mid level manager that will get a bonus. This penny pinching mentality will eventually catch up with . A famous quote from Norman Braman former owner of the Philadelphia Eagles football team - said "I dont mind the high cost of excellence, its the high cost of mediocracy that bothers me".

 

[simonmet]

I watched the video a few days ago and felt a little sick about it. I could just picture me going through this stuff, but I doubt Apple would offer to replace Mac with a new one. There is a change at Apple, and not a good one. IMO there has been a decline in everything that Apple once prided themselves on, including the quality of their hardware, software, and their customer service.

Over my 25 years of purchasing Apple products, only recently have I started to have a lot of issues with them. I have had to call Apple support more in the past 3 years than the previous 20 years combined. I was once excited to see new software updates on my Apple products, but now I am scared to do them, especially on my iOS devices, because I am not sure what the update will do to the device.

You’re right, it is sickening. That so much went wrong in one support case is plainly embarrassing for Apple. For pros in particular who’ve suffered through the neglected Mac Pro, the LG UltraFine display debacle and MacBook Pro keyboard issues to now this. In this case it’s not just one chink that broke but the entire experience breaking down. You can chip away and chip away saving pennies here and there but eventually the whole thing gives way.

What struck me in particular was the phone support person’s initial dismissal and ridiculous assertion that “the VESA mount is some other company’s product so you have to go to them for support” — Who exactly? — “We can’t say”. How stupid do they think people are? Is this indicative of Apple’s hiring practices or internal Apple policies and pressure from managers to delay and push away support as much as possible? Whichever way it’s concerning. I can’t believe anyone could say that with a straight face, much less the once pinnacle of customer support. It’s plainly illegal even.

Kudos to Macrumors for publishing a negative story on Apple without spinning it in some way, you guys surprised me. Also Snazzy Labs rocks, keep it up!

I would hope that MacRumors sees itself as existing for and serving its users who in turn support their revenue models. I for one would look elsewhere if ever that stops being the case.

 

[curtvaughan]

In 1995, Steve Jobs Explained Exactly How Apple Will Fail

Wow! Incredibly apropos and prophetic after over 20 years.