The scenario in the video is an edge case yes, but it highlights possible limits in Apple's servicing ability and terms, which is in conflict to what a professional user typically needs. The issue isn't if Apple is *legally* in the wrong here, but that they are displaying a lack of commitment to accommodating specialized customer segments.
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iMac Pro Apple REFUSED to Fix our iMac Pro - Linus Tech Tips
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While the panel is the same as a 2017 5K iMac, the FaceTime camera and microphone placement is different, so it is a different part.
I was using the warranty as part of explaining that Apple tells you not to open and modify their devices! if you do so you do it at your own risk. Why should they repair something that someone else has opened up and tried to modify? my point here is that people know what they are getting, if you don't like it go buy a device from another company (PC maybe), Apple builds devices for people who don't want to mess around opening them up such as myself when i buy an Apple device i know what i'm getting that'd why i put thought into it, for example when buying a Mac how much ram do i need now but also how much Ram could i need in the future if 8GB is just about enough now then i get 16GB because i know that in 5 years time it won't be enough, the same with storage and so on.
I could understand if Apple didn't tell people but everyone knows not to do it, so why go and do it if you then expect Apple to repair it? you can argue all you like about "Apple tries to get away with this crap" they aren't getting away with anything when you know about it. YOU have to choice to buy their devices or not! it's not Apple or anyone else fault when you cause the problem yourself!
The bottom line is that Apple Support has taken a major skydive with support and now the flagship IMac Pro has turned out to be a major disappointment for many people. There are countless issues with these machines and when you call Apple they tell you to take the machine to a store. This was for the auto brightness issue. They also tell you that they have no other reports of issues that everyone is complaining about. The amount of returns for the IMac Pro must be astronomical. I am on the verge of returning my machine because I can't justify $7000 for a machine that Apple can't support and has so many issues that Apple won't acknowledge. Take it to a store is the answer you get every time you call support and this is from engineering.
If that's the case then yes Apple does need to solve any issues, my point wasn't about that i was responding to the video that when someone opens up a machine that they shouldn't an then expect a repair. The iMac Pro isn't meant to be a Mac Pro that will be out at a later date (Apple said 2019) i get your point about it being a professional machine and yes for the high price there should be NO issues or any issues that do arise they should be solved quickly!
This is bad, spending that kind of money only to be told to go away...thank god I switched.
Apple do make it clear in the legal part (see below screen shot) that even OUT OF SERVICE warranty isn't offered for anyone who makes unauthorised modifications. You can disagree as much as you like (and i'm sure people will especially on this forum) but it's there.
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It isn't inoperable though, it just has cosmetic damage.
(I do believe though that the T&Cs do rule out service on anything that has been opened by an unauthorised person.)
It rules out Apple repairing it because it was opened by an unauthorised person, modifications and so on.
That is not what happened here. Apple didn't refuse to repair it because it was an out of warranty repair, they refused to repair it because they don't yet have the process in place. That is something they should have in place when they start selling the product.
My guess is that a warranty repair would require the whole machine be replaced.
I wonder if Linus would have any better luck taking it across the border to a Seattle Apple store?
They took it apart to do a hardware review of the internals, then accidentally dropped the screen during re-assembly.
Linus isn’t asking for a warranty repair, he fully expects to pay the out-of-warranty repair cost, but Apple is refusing (possibly against California law) to do any repair at all. They won’t ship the parts to his local Apple store, and training/certifications/manuals for Apple authorized service centers don’t exist yet for the IMP (which is deeply concerning to me). So any authorized repair shop that tries to replace what should be a stock 27” iMac retina screen risks having all of their certifications and access to Apple parts taken away.
Car manufacturers are required by law to perform repairs and/or sell you parts. But Apple thinks that it has the right to determine whether they repair YOUR hardware or not. That’s complete BS, and is a straight-up middle-finger to the “Pro” market.
The question for me is, if I accidentally smash the screen of my iMac (which is something that could easily happen) would Apple repair it ? - and I am not talking about warranty. Also since it is a Pro machine for professional use this is a time-sensitive matter, so waiting a couple of weeks for parts to arrive (or don't arrive) is really not something I would call "Pro" is any shape or form.
In which case buy what you consider a pro machine with pro support.
As others have mentioned all of this stuff is common knowledge and spelled out on apples websites, and that video is classic you tube anti Apple click bait stop falling for obvious ********.
I have a very different classification of a pro machine myself, it’s a computer (any computer) that is used by someone to make money. If that is my primary way of making money then I either need a back up machine or a capital replacement budget that can replace what I need instantly, if there are any issues with the machine that I need to do my job.
In big businesses they just give you a new one and then fix or replace the broken machine at their leisure in an IT dept. If you are working for yourself you need either insurance, money set aside or a spare machine it’s that simple.
Whats the flash at the top of the iMac screen just before it gets dropped? Its right at the start of the video 2 secs in.
The whole video feels fake and staged, there's more to this than just not having parts or engineers trained up.
The poorly done fake visual effects certainly don't lend credibility to the whole situation.
Yes because accidental damage through normal use is different (in Apple's eyes at least) to accidental damage through intentional disassembly/modification.
Or you buy a machine from Lenovo or Dell or any other "pro vendor" with next-business day support, which ensure there'll be a friendly technician at your premises next day with a van full of replacement parts.
I’m sure they fully expected Apple to repair the iMac and never thought they’d be dealing with ZERO authorized repair options for their brand new 5-14K professional workstation, so I think they did some re-enactments for the video.
I’m also sure that matter how bad Apple comes off looking in any situation, there’s always going to be a group of people ready to excuse and explain it away.
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This is what happens when a couple of aholes get together.
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