A Question In Relation To Hardware Failure (iMac.)

20aday

Hello all,

I was wondering if I had any rights under Consumer Law in terms of a hardware failure encountered by my iMac.

It's a base configuration mid-2011 21.5" iMac and has displayed a pink, vertical line some 2.5" in length today.

I've spoken with Apple Support and they've given me the details of my nearest Authorised Reseller here in Derby.

Looking at their website they charge £29 to diagnose any issues; and obviously whatever it costs to repair the problem.

I've had it just short of three years now and given that it cost £999 at the time (I know, hardly money saving!) I feel it should have had a few more years usage yet before presenting me with any problems.

The 27" variant was subject to a graphics card replacement by Apple themselves because of an issue with it; however the GPU used in that is different to my model.

Is three years a reasonable length of time?

Thank you for reading my ramblings!

Esqui

Not particularly reasonable IMO for an Apple. But your contract is with the place that sold it to you, and you should contact them first.


They might (and probably will) request that you get an engineer report showing what the fault is, and explaining that it was caused by a faulty/prematurely failed part (i.e. not through misuse or normal wear and tear) - would the £29 report from the reseller state that? If it finds in your favour, the retailer is required to refund that money, as well as providing a remedy - either through repairing the iMac, replacing it, or refunding you (they are allowed to make a reduction considering you've had 3 years use from it).


I'd probably ignore the whole thing about other models having issues with their graphics cards - it's irrelevant to your case. Even if it was the same model, that wouldn't be enough for the retailer to be required to do anything.

20aday

Esqui wrote: »

Not particularly reasonable IMO for an Apple. But your contract is with the place that sold it to you, and you should contact them first.


They might (and probably will) request that you get an engineer report showing what the fault is, and explaining that it was caused by a faulty/prematurely failed part (i.e. not through misuse or normal wear and tear) - would the £29 report from the reseller state that? If it finds in your favour, the retailer is required to refund that money, as well as providing a remedy - either through repairing the iMac, replacing it, or refunding you (they are allowed to make a reduction considering you've had 3 years use from it).


I'd probably ignore the whole thing about other models having issues with their graphics cards - it's irrelevant to your case. Even if it was the same model, that wouldn't be enough for the retailer to be required to do anything.

Hello, thank you for your reply. I purchased my iMac directly from Apple which is why I went to them, first.

We attempted to see if it was the software and not the hardware causing the issue via live chat on the support website.

I then contacted them again when it didn't disappear.

Ive got to wait until 9am before the store opens and talk to them about taking it in etc; I'll see what the £29 actually covers (and whether it'll generate a report) and then contact Apple again because I've looked after this computer and haven't done anything to it to damage it internally.

All I'd like is a replacement GPU; touchwood everything else is aOK.

InsideInsurance

Do a screenshot of the whole screen, open the image and move it a bit to the left or right. If the line stays static in relation to the screen, ie moves in relation to the image, then you have a hardware problem with the graphics or more likely the display. If the line moves on the screen but is static in relation to the image then you have a stranger software issue.

I had a similar issue with my MBA when it was 2 years old but ours was a candy stripped colour band down the middle of the screen. turned out to be a damaged screen. I had an extended warranty so didnt get into a fight with Apple but they did immediately offer to replace the screen at parts only price

I managed to break my iMac and my local Apple Authorised Repairers charged a flat inspection fee, was more than £29 but not much, and that included the inspection and all labour for any repairs needed. Only parts had to be added on top of that.

There will potentially be a debate on what the "reasonable life" of a GPU is if this is the part thats failed, esp as it probably means a complete logic board replacement

macman

£29 is extremely reasonable for an inspection, as that is 90% of the work. If it's already been opened up and a diagnosis reached, then replacing the part adds very little more to the labour cost. The expense will be the new hardware.
Plugging in an external monitor will immediately tell you if the fault is the display/cabling or the graphics card. If the latter, the fault will replicate on the external monitor.
http://www.macupgrades.co.uk/store/faq_mac_repairs.php#graphics
The well--documented faults on the 27 inch model are not relevant to your issue.

20aday

Thank you both for your replies.

I've taken it to be assessed now; I should hear from the engineer early next week about the problem that's arisen.

The girl who took my details down seemed to think it was a dead pixel issue; her colleague thought it might be dead pixels or a hardware failure.

I have paid the £29 fee to have it looked at; should I go ahead with repairs then the labour and replacement will have that deducted from the final costs.

Unfortunately I don't have a second display to do the test as mentioned above however the line was static and didn't move.

Have been really pleased with it over the last three years and not encountered any issues before so I am a little disheartened, I'll be honest.

Just wish I was technically minded so I could have done it myself!

Once again thank you to everyone who has helped me on this thread.

20aday

Just an update: I have received a voicemail from the Authorised Repair Centre and they have quoted me £414 to replace the LCD which is the reason for my pink line.

Is three years a reasonable amount of time for it to fail?

Thank you!

Esqui

I don't think it's a reasonable life for an iMac screen. But I'm not the one that'll be writing your report for Apple! Their report will need to state that it's not a reasonable lifespan for the LCD, and (just as importantly) that it failed prematurely, not that it's failed as a result of some damage/misuse.

20aday

Esqui wrote: »

I don't think it's a reasonable life for an iMac screen. But I'm not the one that'll be writing your report for Apple! Their report will need to state that it's not a reasonable lifespan for the LCD, and (just as importantly) that it failed prematurely, not that it's failed as a result of some damage/misuse.

Thank you.

I have spoken with Apple via their Live Chat facility this evening and have been given the number to deal with my claim.

I will call the chap who phoned me about what needed doing to ask him for a copy of the report tomorrow and to update him on what is happening.

20aday

Further to my last post on the 12/09 I have spoken to KRCS (who diagnosed the fault with my LCD panel) and have submitted a copy of the original invoice from Apple.


He said he's going to liaise with Apple and see if they'll pay for the repairs.


So now waiting to hear from back him and see what the outcome is.

20aday

Update: Apple agreed to replace the LCD panel free of charge; should get my computer back at the end of the week.

Thank you to everyone for their input and for looking at this thread.