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 (Don't Buy)
Related Forum: iMac

Top Rated Comments

konqerror Avatar
72 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
72 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
72 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
72 months ago
Things you shouldn't have to pay to fix in the first place
Score: 14 Votes (Like | Disagree)
Naraxus Avatar
72 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
72 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)

Popular Stories

iPhone 13 Always On Feature

iPhone 14 Pro Screen Refresh Rate Upgrade Could Allow for Always-On Display

Tuesday May 24, 2022 7:23 am PDT by
Last year's iPhone 13 Pro models were the first of Apple's smartphones to come with 120Hz ProMotion displays, and while the two iPhone 14 Pro models will continue to feature the technology, their screens could well boast expanded refresh rate variability this time round. To bring ProMotion displays to the ‌iPhone 13 Pro models‌, Apple adopted LTPO panel technology with variable refresh...
iPhone 14 Pro Purple Front and Back MacRumors Exclusive

iPhone 14 Pro Renders Highlight Multiple Design Changes

Wednesday May 25, 2022 8:56 am PDT by
Leaker Jon Prosser today shared ostensibly accurate renders of the iPhone 14 Pro, providing the most accurate look yet at what the device could look like when it launches later this year. In the latest video on YouTube channel Front Page Tech, Prosser revealed renders of the iPhone 14 Pro made by Apple concept graphic designer Ian Zelbo, highlighting a range of specific design changes...
iPhone 14 Purple Lineup Feature

Will the iPhone 14 Be a Disappointment?

Saturday May 21, 2022 9:00 am PDT by
With around four months to go before Apple is expected to unveil the iPhone 14 lineup, the overwhelming majority of rumors related to the new devices so far have focused on the iPhone 14 Pro, rather than the standard iPhone 14 – leading to questions about how different the iPhone 14 will actually be from its predecessor, the iPhone 13. The iPhone 14 Pro and iPhone 14 Pro Max are expected...
iPhone 13 Face ID

'High-End' iPhone 14 Front-Facing Camera to Cost Apple Three Times More

Monday May 23, 2022 7:05 am PDT by
The iPhone 14 will feature a more expensive "high-end" front-facing camera with autofocus, partly made in South Korea for the first time, ET News reports. Apple reportedly ousted a Chinese candidate to choose LG Innotek, a South Korean company, to supply the iPhone 14's front-facing camera alongside Japan's Sharp. The company is said to have originally planned to switch to LG for the iPhone...
apple wwdc 2022

Apple Shares WWDC 2022 Schedule, Keynote to Take Place June 6 at 10:00 a.m PT

Tuesday May 24, 2022 9:06 am PDT by
Apple today confirmed that the keynote event for the Worldwide Developers Conference will begin at 10:00 a.m. Pacific Time on June 6, the first day of WWDC. The keynote will be an online-only event, though a select number of developers have been invited to the Apple Park campus for a viewing event. In addition to confirming the keynote date and time, Apple has shared the full WWDC 2022...
2022 Apple Watch Pride Edition Bands

Apple Announces 2022 Pride Edition Watch Bands and Watch Face

Tuesday May 24, 2022 6:24 am PDT by
Apple today announced new Pride bands for the Apple Watch, with new Pride Edition Sport Loop and Pride Edition Nike Sport Loop options available. The new Pride Edition bands are available to order today for $49 on Apple.com and in the Apple Store app, and will be available at Apple Store locations starting May 26. The Pride Edition Nike Sport Loop is also coming soon to Nike.com. This...