Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Apple will issue refunds to customers who previously paid for an iMac display hinge replacement or repair, according to a recently updated service document internally distributed to Apple Authorized Service Providers and obtained by MacRumors. These repairs could often cost upwards of $100 based on user complaints.

imac_hinge
Apple's service document acknowledges some 27-inch iMacs shipped between December 2012 and July 2014 may be affected by an issue with the display hinge, resulting in the screen no longer adjusting and continuously tilting forward. The issue appears to be limited to late 2012 and late 2013 models in particular.

The issue has been frequently reported by dozens of users on the Apple Support Communities, MacRumors discussion forums, and elsewhere on the web, with a number of iMac owners describing a similar experience in which the hinge makes an audible popping or cracking sound and then stops working.


The underlying problem appears to be the use of plastic washers in the hinge's spring mechanism, which are evidently not strong enough to support the weight of the iMac's display. In many cases, the washers eventually break under the load, causing the familiar popping sound reported by users.

imac hinge plastic

iMac hinge with plastic washers (Image: Mac Plus in Singapore)

Apple Support Communities user Mr Mo-Fo:

I was just sitting watching TV when there was a loud crack and my iMac screen suddenly tilted down - now the screen will not stay where it is tilted/positioned. I was not using the iMac at the time and it was not doing anything it just broke on its own. The Mac was only bought in February and has not been moved or tilted once it was in place.

MacRumors user Plazm:

My one month old 27" iMac (about a month old) at work seems to have developed a loose hinge so that the screen always tilts at its most downward. It still tilts up and down, but will always return to that position by itself.

In September, Apple extended its related iMac hinge repair program to cover late 2012 and late 2013 iMacs for up to five years from the date of their original purchase, compared to an original three-year period. Apple will replace the hinge mechanism on affected iMacs at no charge, regardless of warranty coverage.

Unlike some of Apple's other Exchange and Repair Extension Programs listed on its website, the details of this program have not been made publicly available. Apple has instead sent internal communication to Apple Authorized Service Providers with information about repairs and refunds.

Apple recommends affected customers contact the company by phone or web to initiate the refund process. Customers who still have a broken hinge can book an appointment with the Genius Bar at an Apple Store or visit an Apple Authorized Service Provider to determine if their iMac is eligible for the repair program.

Related Roundup: iMac
Buyer's Guide: iMac (Neutral)
Related Forum: iMac

Popular Stories

iOS 18 Siri Integrated Feature

Report: These 10 New AI Features Are Coming in iOS 18

Sunday May 26, 2024 12:57 pm PDT by
iOS 18 and macOS 15 will offer an array of new AI features such as auto-generated emojis, suggested replies to emails and messages, and more, Bloomberg's Mark Gurman reports. A significant portion of Apple's Worldwide Developers Conference (WWDC) is expected to focus on AI features. Writing his latest "Power On" newsletter, Gurman explained that Apple's AI strategy emphasizes providing...
airpods pro 2 pink

Apple Releases New AirPods Pro 2 Firmware

Tuesday May 28, 2024 11:46 am PDT by
Apple today released new firmware update for both the Lightning and USB-C versions of the AirPods Pro 2. The new firmware is version 6F7, up from the 6B34 firmware released in November. Apple does not provide details on what features might be included in the refreshed firmware beyond "bug fixes and other improvements," so it is unclear what's new in the update. Apple does not give...
new best buy blue

Best Buy's Memorial Day Sale Has Record Low Prices on iPads, MacBooks, and Much More

Friday May 24, 2024 7:12 am PDT by
Best Buy today kicked off its Memorial Day weekend sale, and it has some of the best prices we've tracked in weeks on iPads and MacBooks. Specifically, you'll find record low prices on the 5th generation iPad Air, iPad mini 6, M2 MacBook Air, and M3 MacBook Pro. Note: MacRumors is an affiliate partner with Best Buy. When you click a link and make a purchase, we may receive a small payment,...
iOS 18 WWDC 24 Feature 2

Gurman: iOS 18 Will Allow Users to Recolor App Icons and Place Them Anywhere

Sunday May 26, 2024 12:22 pm PDT by
Apple's iOS 18 update will introduce new features for further customizing the iPhone's home screen, according to Bloomberg's Mark Gurman. In the latest edition of his "Power On" newsletter, Gurman claimed that Apple will allow users to change the color of app icons in iOS 18. For example, "you can make all your social icons blue or finance-related ones green." This kind of home screen...
iPad Pro Landscape Apple Logo Feature

Apple Says Future iPads Could Feature Landscape Apple Logo

Monday May 27, 2024 6:31 am PDT by
French website Numerama interviewed three senior Apple employees about the new iPad Pro models that launched earlier this month. While the discussion did not reveal many new details, it did mention one potential change for future iPads. While the Apple logo on the back of iPads is positioned so that it appears upright in vertical orientation, the devices are often used in landscape...

Top Rated Comments

konqerror Avatar
98 months ago
Some peoples' purchasing decisions hinge on things like this.
You did it wrong: Some people's purchasing decisions hinge on things like this. A quality defect might tilt them towards Microsoft, who is falling over to get more sales of the Surface Studio. Hopefully Apple will lean back and look at their direction from a different angle, realizing that their profits today is only being propped up by the iPhone.
Score: 39 Votes (Like | Disagree)
bladerunner2000 Avatar
98 months ago
They should offer refunds for false advertising. The iMac has to downthrottle because it's CPU cooling is first-class garbage so it never reaches it's advertised maximum speed.

How the hell did Apple get away with this without anyone noticing?
Score: 20 Votes (Like | Disagree)
Goatllama Avatar
98 months ago
Some peoples' purchasing decisions hinge on things like this. Glad the newer models seem to be unaffected, though.
Score: 16 Votes (Like | Disagree)
Vash108 Avatar
98 months ago
Things you shouldn't have to pay to fix in the first place
Score: 14 Votes (Like | Disagree)
Naraxus Avatar
98 months ago
...Apple products have never been perfect.
Though some on this forum and others seem to believe they are
Score: 10 Votes (Like | Disagree)
coldsweat Avatar
98 months ago
Wow my iMac has just started to droop this week, I'm having to readjust it back up every hour or so. Now that's one hell of a co-inkedink
Score: 9 Votes (Like | Disagree)