Loose hinge on late 2013 iMac display stand

[mroneder]

My iMac display always droops downwards even though I keep tilting it upwards. Does anyone have the same problem?

I'm still under Applecare. I would hate to lug the iMac to the service centre. Is it possible to request for an on-site repair at my place?

 

[PetPet]

I have the same issue.
Spoke to Apple Support online and they told me to give them a call to arrange a on-site visit.

 

[mroneder]

I called both the Apple phone support and a.lab. The aussie from the phone support promised to set up an on-site repair while the lady from a.lab says I have to take my iMac to their premises. Let's see if the apple phone support follows through with their promise.

 

[B772ER]

I called both the Apple phone support and a.lab. The aussie from the phone support promised to set up an on-site repair while the lady from a.lab says I have to take my iMac to their premises. Let's see if the apple phone support follows through with their promise.

Onsite in SG is only done by QCD. eServ used to do onsite service when they were an AASP.

 

[mroneder]

Onsite in SG is only done by QCD. eServ used to do onsite service when they were an AASP.

I got a call from Sapura asking me to set up a time for the on-site repair. I thought the only AASP left are QCD and a.lab?

 

[B772ER]

I got a call from Sapura asking me to set up a time for the on-site repair. I thought the only AASP left are QCD and a.lab?

Sapura handles education machines mainly. a.lab does not provide onsite support at the moment.

 

[PetPet]

I got a call from Sapura asking me to set up a time for the on-site repair. I thought the only AASP left are QCD and a.lab?

I got a call from QCD instead (oh sh...)
On the bright side AppleCare was really friendly and gave me a point of contact should I have anything to feedback!

 

[B772ER]

I got a call from QCD instead (oh sh...)
On the bright side AppleCare was really friendly and gave me a point of contact should I have anything to feedback!

QCD onsite is generally competent and friendly, especially if you get the technician Mr Chin, he knows his stuff.

 

[PetPet]

QCD onsite is generally competent and friendly, especially if you get the technician Mr Chin, he knows his stuff.

Yes! Mr Chin came down today.
He is very skilled! A nice guy too!

 

[mroneder]

Repairman from Sapura replaced my hinge this afternoon. Apparently this is a quite a common problem for the late 2012 and 2013 iMacs where one of the spring broke. It was quite a bit of work to disassemble my iMac to gain access to the hinge - the imac was almost fully disassembled. The most troublesome part of the assembly process after replacing the hinge was the application of the double sided tape to hold the glass and display to the aluminum frame of the imac.

Also learnt that Apple telephone support could appoint Sapura to do on-site repair even though they are no longer the AASP.

 

[Kiddream]

Mr Chin from QCD just came down to replace my iMac's hinge. A very friendly and skilled guy. iMac is back to normal now. Seems like this problem is quite common. Apple really needs to improve on their QC.

 

[bluewave]

Mr Chin from QCD just came down to replace my iMac's hinge. A very friendly and skilled guy. iMac is back to normal now. Seems like this problem is quite common. Apple really needs to improve on their QC.

Reviving an old thread in case anyone faces the same issue and is unable to get help from QCD or A.Labs. QCD and A.Labs are Apple Authorised Service Providers and usually only service in warranty products for free. For out of warranty products, it is near impossible to push for a replacement or repair for free, even if it is a widely documented issue that Apple knows about, but has not issued any statement for a free warranty extension.

In Apple stores overseas, where repairs are done by Apple themselves in stores that have Genius Counters, issues such as this iMac 27" hinge issue might be fixed for free. In Singapore the Apple support line is manned by Australians (not all the time). I've had experience with them, and they sometimes issue support tickets for customers to get repairs for free at Apple Authorised Service Providers.

This iMac issue is documented at my blog if anyone if interested. The issue is caused by the breakage of a plastic spacer that keeps the hinge in place. I have no idea why Apple chose to use a plastic spacer instead of a metal part.

I wrote an lengthy post in my Musings About Life blog that I used to update infrequently sometimes about Mac and Apple stuff.

 

[Calvin83]

Anyone have it fixed outside?

I have the same problem and it's out of warranty. Asked a few shops and they say they are not able to help.

 

[PetPet]

Nope.
Luckily for me, mine broke again earlier this year and I arranged another ticket with Apple.

They have since revised their bracket to better support the 27 inch iMacs.

 

[Calvin83]

http://www.macrumors.com/2016/11/29/imac-broken-hinge-refunds-repair-program/

Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Does this apply to Singapore?

 

[szeli]

http://www.macrumors.com/2016/11/29/imac-broken-hinge-refunds-repair-program/

Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Does this apply to Singapore?

should b yes. just call Apple n check...

 

[TrueBeliever_jh]

http://www.macrumors.com/2016/11/29/imac-broken-hinge-refunds-repair-program/

Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Does this apply to Singapore?

yup.

i received this email. yesterday. jus nice i collected my iMac from repair yesterday (for some other problems). so ALAB is helping me to settle the refund (cheque)

 

[Calvin83]

Well done Apple! Going to give them a call later.