Sure seems like this thread is 90% Apple bashing. Don’t see much apologizing.
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Video Suggests Screws in iMac Pro's VESA Mounting Kit Are Prone to Break When Unfastened
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This isn't surprising. Most likely it is the result of a decision made well away from Apple corporate, though.
"Never attribute to malice that which is adequately explained by stupidity."
- Hanlon's Razor
"Never attribute to malice that which is adequately explained by stupidity."
- Hanlon's Razor
Sure because you know personally, you were there all the time to check how he mounted and dismounted VESA. Sure because trusting a YouTuber who earn money with clicks is very smart. You can’t be sure how he used it before this.
Let's see....post to a web form that goes into a black hole vs on the "internet void" that you know, got an executive response within 24 hours of being posted?
Wonder which one is more effective, eh?
"Don't know what they would have done for an average Joe."
These guys crack me up with their sense of over self importance. DUDE, you ARE an AVERAGE JOE. Apple would have done the same thing for anyone else. You aren't special, relax....
These guys crack me up with their sense of over self importance. DUDE, you ARE an AVERAGE JOE. Apple would have done the same thing for anyone else. You aren't special, relax....
Because he's a jerk looking for 15 minutes of internet fame for self gratification.
This begs the question, though - why doesn't somebody sell steel screws as part of a replacement kit? 
To clarify, I meant "average Joe" in the sense that I'm not sure they would have taken care of someone who hadn't made a video about the fiasco. One of the managers told me he had already seen the video and it was rapidly gaining views, so it's not unreasonable to believe they may have tried to make me happy more than someone else. I'm not trying to proclaim fame—I'm a nobody—just one that happened to bring their goof to attention.
He explained as much in the video: because he was already using that iMac as his daily driver, but was going to do an YouTube video about it and, understandably, wanted to show it in its original configuration, with the built-in stand.
And what’s the big deal with that? On that subject, guess what the other likely scenario when someone may want to do that is: when reselling the machine. Which means those screws will have endured stress for much longer, and will be even more likely to snap upon removal. To add insult to injury, said machine would likely be out of warranty, thus leaving the owner SOL. Yeah, well done, Apple! This should warrant a full investigation (and it seems Apple is finally doing just that), if not a recall.
& they replaced the whole freakin mechine, free of charge, after fixing the broken screw. I just dare one of these guys to take a HP machine in the same condition to an HP store ........ (ohh they can’t) but, even call HP or any other PC manufacture, they will get hung up on instantly. lol, to say Apple did bad in any way with this situation is insane . Damed if u do man wow.
I think you need to keep in mind that it's a YouTube video. If you want to take him at his word on everything, that's your choice. But there's no way to verify that what he's showing is really what he says it is. It might be direct from the Apple Store without being touched. It might not be. I think that's one of the reasons that Apple may have contacted him about providing the mount/screws involved...test the metal, put the break under the microscope etc., and actually verify what the issue is.
Wow, the Apple bashers out in full force for this anectodal case, huh?
This particular issue is probably pretty rare and isolated as the mount is hardly ever removed in the real world.
They need to clean up the support to rectify the issue, but what does this really say about Apple quality overall? It’s one case. Calm down and put away the pitchforks.
This particular issue is probably pretty rare and isolated as the mount is hardly ever removed in the real world.
They need to clean up the support to rectify the issue, but what does this really say about Apple quality overall? It’s one case. Calm down and put away the pitchforks.
That's not a game you want to play. Apple can't hold a candle to the service that PC makers give pro workstation buyers. Here's the difference with HP or Dell and their workstations... they use standard parts that you can swap in and out on your own. Very little is custom, and that's by design so that when something does break it's easily replaceable. And you're right... there's no HP store to take the computer to because they offer ON SITE service. You bought the machine to make money... your time is too valuable to be dragging a machine all over the mall.
You call them up and they send the part out for you to fix yourself or schedule a service tech to come to your location and fix it on the spot. If they can't get a part because of a shortage or new inventory they upgrade you. Their computers also have adequate ventilation and don't thermal throttle, and can support powerful graphics from either brand as well as a ton of internal storage. Apple had sub par service for the XServe too; they just aren't willing to provide what those customers need.
The blinkers are tight but just in case you haven’t actually tried an alternative, HP would have sent a technician to your door same/next day. That’s half of what you’re paying for by buying a workstation SKU.
/anecdote On the single occasion that I’ve had a consumer product go faulty with Dell (a monitor), I had a technician (not a courier) with a replacement turn up the morning after to swap.
Taking your broken product back to the brick and mortar reseller (or vendor in this/apple’s case) has always seemed a step backwards to me.
If no one passes comment, Apple won't take notice, and do nothing about it, that's the whole point. In years gone by, Apple used to be more responsive and positive to comments. Seems these days they fall mostly on deaf ears, just being run by the bean counters. I like the fact that organisations like MacRumors have approached Apple for their take on it.
As someone who has been so critical of Apple on these forums that I've been (laughably) called an Apple hater, I have to say that your experience does not in any way match my own. I may not like several of the design decisions on the software and hardware side in recent years, but the customer service remains top-notch. I've had a handful of issues and always been taken care of. That includes multiple situations where it would have been within Apple's rights to say, "Sorry, John, but our warranty doesn't cover this."
You're saying you have had 3 separate issues with 3 separate computers and gotten "no support at all"? Have you made a Genius Bar appointment? Have you called? If you had an issue, did you ask for it to be escalated? (Are you out of warranty? Are you expecting unreasonable things? Are you being friendly and polite?)
I've had laptop batteries replaced under AppleCare, and I've had an entire bottom case assembly replaced because of an issue with one key.
Honestly, the customer service experience reported at the beginning of this story does not sound like the Apple norm, and it sounds like that had to do with a lack of experience with the product and servicing it. The experience at the end sounds like the Apple I know.
We use both Mac and HP laptops at work. We’ve had lots of problems with the MBPs but very few problems with the HP laptops despite the fact that the MBPs cost three times the price. I only continue to use a MBP because I prefer macOS to Windows. However I would not recommend a Mac to anyone right now given the numerous problems.
This really sucks for the guy, but people here are overreacting about Apple's quality. This wasn't Apple's supply chain but that OEM's. I'll bet they never consciously decided to put cheap screws in, but rather their default screw supplier just sucks, and nobody noticed.
Really the outrage to be made is over Apple's support. The videomaker explains pretty well how great the support used to be vs how it is now.
Really the outrage to be made is over Apple's support. The videomaker explains pretty well how great the support used to be vs how it is now.
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Heads of screws have sheared off when installing / tightening the screws, especially when the hole is either too small (in metal) or not pre-drilled (in wood). I cannot remember in 70+ years having a screw head shear off when it was being removed (except when it is rusted). And if the screw is hardened, no drill bit can get into it to use a screw extractor. However, in this case, if the VESA mount can be removed, the screw might be exposed enough to grasp it with locking pliers.
Most recent experience with a screw head shearing off was when I was installing a grab bar for a senior citizen to assist him in getting in and out of his house where he has to step up / down two steps. The screw should not have sheared, considering its purpose. It could have been one in a bad batch - as might well be the case in this VESA mount.
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Most recent experience with a screw head shearing off was when I was installing a grab bar for a senior citizen to assist him in getting in and out of his house where he has to step up / down two steps. The screw should not have sheared, considering its purpose. It could have been one in a bad batch - as might well be the case in this VESA mount.
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It's a quarter.
Remember - send an email to Tim Cook, the advisory board, and others working on the Apple executive team to give direct feedback. Let them know that you'll take your business elsewhere if they don't produce pro machines with pro support. Complaining here is not as effective!
Quinn Nelson, host of the popular YouTube channel Snazzy Labs, has shared a new video that appears to suggest the iMac Pro's user-installable VESA mounting kit uses cheap screws that are prone to break when unfastened.
For background, the kit enables users to replace an iMac Pro's stand with a VESA mount adapter, allowing the computer to be affixed to any VESA-compatible wall mount, desk mount, or articulating arm. Jason Snell of Six Colors provides a good overview of the installation process in the video below.
Nelson installed the adapter without issue, but ran into difficulties when he went to remove it a few months later:Nelson acknowledges that the adapter is probably not designed to be taken on-and-off repeatedly, but Apple never warns against doing so, and switching back to the traditional stand at least once seems reasonable.
Unable to remove the adapter, Nelson said he contacted Apple by phone, explained the situation, and was told that Apple could not provide support because the adapter is manufactured by a licensed OEM, despite being sold by Apple with Apple-branded packaging and documentation.
The support representative then declined to provide the name of the OEM or their contact information, according to Nelson, who gave up on the phone call and decided to visit the Genius Bar at his local Apple Store.
Unfortunately, the Genius Bar was not very helpful, as apparently only the Head Genius at that store was trained to service the iMac Pro. Nearly two weeks and one failed repair later, the iMac Pro was finally fixed and ready for pickup, with a new VESA mount adapter installed and the saga seemingly over.
Upon leaving the store, however, Nelson discovered that his iMac Pro's stand had been significantly dented and scratched. The damage prompted him to carefully remove the VESA mount adapter yet again, to see if the iMac Pro itself was damaged, and he encountered similar scuffs on the chassis of the machine.
Moreover, while attempting to unscrew the Apple-installed replacement adapter, another screw broke off, suggesting that Nelson's experience wasn't a one-off situation, and that the screws are in fact prone to break.
All in all, there are two separate issues here: the fragile screws and the un-pro-like customer service that was provided by Apple. And, unlike his fellow YouTube creator Linus Sebastian, Nelson did not disassemble the iMac Pro or perform any other action that would appear to violate Apple's warranty.
Importantly, after the video, Nelson says the Apple Store has since offered to replace the entire iMac Pro free of charge. He was also contacted by Apple's Executive Relations team, which wanted to ensure everything was okay and requested that he send the VESA mounting kit to Apple for its engineers to examine.
While this doesn't appear to be a widespread problem, and might not ever be given the steps to reproduce it require mounting and demounting a minimum $5,000 computer, the simple solution could be stronger screws.
MacRumors has reached out to Apple for comment on the matter. We'll update this article if and when we hear anything back.
Article Link: Video Shows iMac Pro's Mounting Kit Screws Appear to Break Easily When Unfastened
I'm guessing not being able to see everything that the screws are not bearing any load but just hold a bracket in place and people tend to naturally think that a required torque should be needed to secure the bracket if its going to hold all that weight. The screws look like their diameter is very small but is surprising that they are snapping off.
Apple in the short term should include a torque driver for all new purchases. These can be made very cheaply and ensure there is no over tightening.
All that said, we like the fantastic design of iMac that lasts more than 10 years but we need the Mechanical engineers to come back and critique the visionary design engineers a little more.
I’d like to believe that’s the case; however, the second kit that broke was one the Apple Store ordered in from HQ four months after I bought mine. We’re they from the same batch? Possible, but unlikely. Furthermore the first two screws that broke were in in different screw holes, and the third screw that broke was on an entirely replaced internal spring hinge, so I seriously doubt the problem to be the threading on the iMac itself.
The screws go in great once. But never try to take them off or you’ll likely be visiting the Genius Bar.
I agree that Apple’s customer support for consumer-level products is generally still pretty decent; however, their enterprise support on a “Pro” machine is abominable and any PC manufacturer would have replaced the component or entire computer within mere days—not weeks—and certainly not after they tried to pass off a failed repair as a success to the customer. Dell, HP, and other PC manufacturers have enterprise support leagues beyond Apple.
I have a Dell server that costs almost half as much as my iMac Pro. It had a PCIe controller issue after a few months and when I called, Dell sent one of their technicians to my office the next morning. He backed up all of my data for me and transferred everything I had to a new-in-box server they replaced with my broken one. For free. On a $3,000 machine.
Curious. Are the original screws for the stand better and can they be reused for the VESA mount?