Apple Replaced My iMac Pro. I'm Still Mad. 

Sorry for the delay in getting this up. I got sick with mono (ughhhh) so I'm gonna be a bit swollen and tired for the next month or so-gonna keep making videos though!! 😉

They replaced a $5000 computer because they couldn’t get 2 screws out😂

So just make sure to have a big RU-vid channel before buying apple.

Apple playing fast and loose with the term, "Genius."

Apple: "Do not make one about this, please" The entire internet: 😂😂😂😂😂😂😂😂😂

I work in Enterprise IT for a large educational institution and we have had at least 40% of the vesa kits fail on install. They are so cheaply made that we just stopped installing them for the time being.

"please do not make a video about this" "ahhahah, too late" that made me subscribe lol

Apple Employee: Guys look busy and pull out your training manuals Everyone: why Apple Employee: ... *the youtuber is here.*

Blaming him for the screws breaking is like blaming the user for apple’s shoddy old power button that would break on almost every iphone.

0:09 My heart skipped a beat when you thrown that box open and the computer was yanked forward like it's about to face-plant its entire $5,000 screen onto the floor.

Wait, so one of the managers _saw_ the damage to the computer and stand, said it was never going to work, and _yet_ the computer was still returned with that damage? How is that in any way acceptable?

*"We can't really fix your computer but we have a nice monitor stand for $1,000!"*

0:10 the iMac almost fell out of the box

"Anything less than perfect performance by the VESA kit was unacceptable." Then why do you sell it with zinc screws instead of steel, especially considering how much the iMac Pro costs?

“Do not make one about this” classic apple

"He doesn't know how to use a screwdriver." Classic "you're holding it wrong," right there.

0:09 He almost dropped it! Thanks to Apple's amazing packing!!🤣😂🤣😂

"please don't make a video about this." "ahah." "aha." "too late."

"please don't make a video about this" "too late" LMAOOO

Wow I’m in philly and I swear can hear Louis Rossman laughing and screaming in disgust all the way in NYC Seriously though, I’m so glad they replaced your Computer.

3:43 “So please DO NOT make a one about this” “AGAGAGAH, too late” 🤣🤣🤣🤣

Lol "you're not holding the phone right", "you're not cleaning the keyboard right with compressed air", now "you're not using the screwdriver right", lmao.

iMac Pro? More like.. *iMad Bro*

3:33 “we always take care of you. That’s why you buy from Apple” 😂😂😂

Thanks for bringing your issues to light for others. It will make things easier for others dealing with the same issue. I have an I-7 and have the well known sloppy bracket issue where the screen keeps slumping forward. I am happy with the machine and it's performance it is ultra fast and amazing for graphic design but it disappoints me that such a great piece of hardware is attached to such a shitty bracket.

Well, if Linus, with 6M subscribers & own Company couldn't get his iMac Pro fixed, consider yourself really lucky!

"do not make a video about this, please"

“Yeah well, I mean, we still would have taken care of you. That’s why you buy from Apple” What a joke 😂

I'm coming back to this a year later and 3:44 is my favorite moment ever on your channel. 😂

All this because they couldn’t provide quality screws which literally cost pennies more.

Public shaming works. Good on you for making this video. 👍

Every once in awhile I come back and watch this whole saga. Lucky to never have experienced something life this myself

I would absolutely love to see you demanding a computer that performs like advertised, forcing them to go and buy a $US 7.000 PC delivering it in the Apple store.

"We woul've taken care of you, that's why you buy Apple" - this made me lol, not gonna lie.

Good follow-up and glad they at least gave you a new one.

Throwing a kicker here since you mentioned HP support... I still own a HP HDX 9494nr.... don't use it, but still have it for the nostalgia. When I got it I noticed the included Blu-ray combo drive could not burn DVD's, so I contact their support. And discovered they had a specific support department just for my line of laptop. This is not a pro system... it was a media center laptop, but according to HP it warranted it's own support team. And they delivered big time. HP is one company who's customer support as well as personal support tools I have always admired and wish other companies could live up to.

I've been in IT for 12 years. I've worked on Apple products for 10 of those. My company moved to iMac pro's just for our video development. We had a similar setup with Vesa mounts. I installed 6 and 3 had screws break and one the thread on 2 of mounting holes the screws wouldn't probably tighten down. My company was pretty mad about it because we spent a small fortune on getting this area setup and we had to delay production for almost 4 weeks because of it.

At least Apple has an extra screen now for Linus

Dell will provide on site support for a $450 laptop! but for my $3000+ Retina Macbook Pro i need to travel to an apple authorised service center (which is 110KM away ) visit them minimum 2 times for a single issue and make 30 phone calls for status updates. And my Dell XPS is still working fine after 10+ years. The original adapter still working fine. I replaced MagSafe 3 times in first 6 months. And my RMBP screen anti glare coating went off and found several dead pixels. Got screen replacement under warranty with Apple care + (now $3500+ for F__RMBP). Now i have a white spot on my screen for last 6 months. Apple care expired 3 months ago. I never call them for this issue. because i was practicing Yoga! If i decide to replace this screen under Apple care i need to shout , make 50+ calls , 200+KM travel 2 or 4 times , several days waste , many emails and so on..

0:10 I thought the computer was gonna fall out of the box

I'm so happy you pointed out the difference in service between Apple and Dell for Enterprise. I work in IT and had 50% Macbooks at my previous employer, any time a Mac broke I had to drive it down to Apple and leave it there for repair then pick it up in person, whereas Dell's $2000 business laptops(So pretty low end) ALL come with in person next day repair which they hand out easily, maybe a 10 minute conversation and a tech was out the next day. The extra cost of Apple devices + the extra cost of repairs + the extra cost of time + the extra cost of driving = An unbelievably more expensive product to support at a business and I will highly discourage any place I work from switching to Apple devices until this changes.

hahaha at 0:08 it looked like the IMac was going to fall out of the package and hit the floor xD

Remember when Apple store managers didn't sass you when fixing a problem they created? Pepperidge Farm remembers

I'd love to imagine that the "Apple Social Team" is a bunch of geniuses with iPhones

Respect for not dragging the vid on for 10+ minutes just for ads like bro lotta respect

"How to burn money for Dummies, Apple Edition." Would be a bestseller...

"you guys, this is never gonna work." You're a bad manager if you see something bad enough to say that, and then let it go out like that.

"Transitioning from PCs to iMac" Oooh they are going to regret that real soon. 🤣🤣🤣🤣🤣

Thank you for making this video. it's too satisfying.

I've worked for a contractor who was doing repairs for HP Pro devices 10 years ago - We always had videos that showed the disassembly of the products, recommended tools, Dos and Do-nots, and the works. We did repairs onsite for products that were in the Pro line and, tbh, rarely were owned by Pros. HP gave us Contractors a very wide birth regarding warranty repair. They basically said that, if at any point we saw parts that required repair that wasn't mentioned, to repair those parts or order new ones. I actually got praise, from HP and my boss, for taking the initiative to order someone a new button panel/Keyboard that was damaged outside of warranty (mostly because the customer was very happy to see me call him back a few days later and ask if he'd like his keyboard/button panel fixed, and he contacted HP directly). Why do I mention this? Because that's an out of warranty item, and HP is willing to overlook the specific warranty terms for their pro-product to ensure customer satisfaction. So it's really important to HP to treat their Pro customers as Proffessionals.

The real problem is not that that you got a dodgy repair from a couple of incompetent Apple representatives, it's the lack of choice. The Apple business model is not only screwing the small guys out of business, it's screwing the customers out of the choice of repair shops.

You have done well sharing this video. I never subscribe to these types of videos, but you not sucking up to them is great, even though they gave you a new Mac.

Thank you for making this video and keeping Apple in check.

you're like a Doug Demuro for Apple products 😂

So what I'm getting from the conversations with the Managers is that... Manager 2 (idk about how much Manager 1 knew of the situation) not only knew about what his geniuses had done to try and repair the iMac, he had allegedly said that what his "geniuses" were trying to do wasn't going to work but let them continue anyway? and then allowed the item to leave the store in a state that he knew wasn't acceptable... Also something to bear in mind, the Managers seem to be trying to be super friendly and helpful but i wonder how much of the blame they are trying to shift off of themselves and on to the Geniuses... That's just shoddy and poor business practices

Reminds me of my first MacBook Pro. I purchased a late 2012 13” base non retina pro and in the 8 months I had it, the hard drive and SATA cables failed twice, went through 3 logic boards, and had the screen replaced and they could not figure out what the hell was wrong with it. Finally I demanded they either replace the machine or give me my money back. The “genius” spoke to their manager and we got a store credit for the original MSRP the machine had when it was new which was like $1200. I had a bit more money saved up and upgraded to a late 2013 retina pro. I still have that machine to this day, it just needs a new battery.

wow I'm re watching this again and DAM that computer was so close to falling out of the box when you opened it lol

The 173 down votes are from Apple or what? The disgusting part of this whole incident is the Apple store did such a bad job to repair it and even worse they tried to hide it from the customer. For a $5000 product, Apple should provide equivalent services or no business with Apple in future, otherwise how dare they price it so high? Apple is becoming such a greedy profit oriented company nowadays. I hope the class action of the faulty keyboard design of Macbook pro 2016 can win to teach Apple a lesson. It is NOT OK to blame everything on the customers, and it is a big NO for future Apple products if Apple still acts the same way.

Next one will be 1000 dollar stand And even MORE CHEAPER SCREWS

This is very concerning.. Thanks for taking the time to make this very snazzy video, definitely an eye opener to say the least.

So, way back in the day when MagSafe v1 was just staring to experience issues where the cable would melt itself, and start a fire….that happened to me. Apple replaced my MBP to a top of the line spec’s model, and paid for shipping to send my laptop (which had some scorch marks on the area around the MagSafe port), the melted cable, and the actual bedsheets it was laying on back to engineering to examine and improve. I was a 18-19 nobody and they replaced it as soon as they got wind it started a small fire. I do somewhat agree with the tech, that level of support is why people buy Apple and are generally loyal to them.

I just can't believe a VESA mount costs $80....what the hell. ($99 in Canada)...Just insanity.

“Too late” LOL I’m subscribing after that!

Lolevsky, I remember scratching an I-shaped hole in the broken screw with a file, then unscrewing it. Day after that I bought a proper screw at a car shop, so this repair is really from two to five days if you are really don't want to go out at the first day.

I laughed hella hard at the “haha tooo late ! “ 😂😂😂

"That's why you buy from apple" they said after making someone wait for weeks which they said: "It will be done in 3 or 5 days" Well played apple, well played. (Slow awkward clapping in background)

You get a free iMac Pro *While Linus Tech Tips still hasn't got his one fixed*

I know I am very late but here's my opinion, note that this might be completely wrong in your POV but this is mines. Recently, my family saved up and brought one of the M1 MacBook Pros for New Years' for me and I was pretty happy! Ofc I take care of it because it's the most expensive thing I own and if it were to be damaged, I am 101% sure that Apple wouldn’t have given me a new M1 MBP. Well, anyways I am super happy that you and Apple were able to come to a solution!

When you flipped open the box at 0:10 it came so close to falling out lmao

Using steel screws in the kit - $1 Replacing end users iMac - $5k

Thanks for making these videos. How can we get back to the golden era of Apple Support?

Great video, and glad it got worked out! Have had a few hiccups with Apple products over the years myself but still as loyal as ever.

*thats why you buy from apple* *dont make a video about this one* Bruh moment

Outsourcing parts don't outsource your responsibility Apple.

It’s a good thing you took it back immediately for the the cosmetic damage, if something were to happen later they would pin the damage on you. How do I know, I got my MacBook Pro back from a 2nd keyboard replacement, I have no idea how they caused a hairline crack to the part where it says MacBook Pro, but I didn’t report it, and the keyboard broke again, on the 3rd replacement they took my MacBook Pro for repairs, broke the entire display and then they called be it happened due to the hairline crack, I then had to spend hours and 4 days of going back and forth on the phone on the phone explaining that the display was working perfectly before I dropped off and the hairline crack was caused by them and I didn’t report it because to me personally it’s not worth dropping off my MacBook for a dumb cosmetic issue. Anyway they ended repairing it without charging me.

this happens a lot... I love the Apple iOS and designs. But, I pray every time I buy a new Apple product, that they did a good job. Because trying to deal with Apple from 'bad designed" products, is a nightmare! Thanks for the video...

I love how that employee at the store just had to add in "that's why you buy from Apple!" When probably some Chinese website would offer better customer care than that.

5:24 I use insane amounts of threadlocker and I never break screws, ever, and I don't heat them. What a fanboy.

Imagine trying to tell someone they can't work a screwdriver. Wow the complexity. You turn it left and right but dont tighten it too hard. There. Complete mastery of the screwdriver arts.

Blue threadlocker shouldn't make screws shear apart with what looks was finger-torque. If they wanted some tiny-af screws on the back of the machine to look pretty, they could have sprung for some hardened ones if it was that big of a problem.

It is just cheaping out on steel screws... Not catching shit like that on QC is just unacceptable.

Just stumbled across your first or should I say the previous video, reference the issues you'd encountered and the dealings you'd faced with regards to Apple's treatment towards you. It almost brought tears to my eyes and my heart skipped a beat. This should never have happened and I so, so sorry for your bad experience and equally glad that you were able to share that experience with us all. Thank you, and well done. I was intrigued to watch this follow up and it's better than any latest block buster, as it's dealing with "REAL PEOPLE and life's experiences. I wish you well for the future and thanks once again for a very interesting and informative video/s.. long may they continued.

Your Toilet doesn’t flush? You’re gonna need a whole new house

Instead of spinning around the issue, the SCREWS are defective. Period. Apple needs to address it by issuing a recall.

When my cheapo dell laptop broke a long time ago, dell sent a dude to my house to replace the mobo for free! Sure I had to go through a long long call with elevator music but shit they didn't even ask what happened they just did it, on a 400 dollar laptop!

Genius bar: Hello friend. Snazzy: *chuckles* I'm in trouble.

A few years ago I bought a top of the line MacBook Pro to use with architecture software. Once I installed everything and started to use it I had a massive runaway RAM issue, where all Ram would be used within 10 mins and then essentially freeze the laptop. Took it into Apple store and within a couple of hours they provided me with a brand new replacement Mac. This was because no one could explain the issue of the runaway RAM and it was put down to an internal RAM error. Found out a couple of months later via a software update that it was an, at the time, unknown program error that caused that piece of software to consume all RAM. Having seen this I realised that Apple had in fact given me a brand new Mac for no reason as the original one was completely fine! After finding this out I felt so bad that I went into the Apple store and explained the situation to the same manager that had helped me out with the replacement. He said don’t worry at all, and that the reason you buy with Apple is exactly that reason. They will always help. I have been a Mac owner for over a decade now and have nothing but good words for both the product and the service they provide!

Fantastic summation, Quinn. Good on you for attacking the process that led to this, rather than forgetting about it due to getting a replacement. As for Apple replacing the machines of the average Joe, I’ve witnessed it time and time again, from iPhones to MacBooks. For me personally I’ve had 3 iPhones, one MacBook 12”, 5 MacBook Pros, 1 iMac, and 1 iMac Pro completely replaced after the return period. For the Macs, the 12” MacBook and one of the MacBook Pros was even replaced with a brand new next-gen model.

Apple continues to stumble and fumble their way in all areas - design, qa, not updating products, poor software planning, lifestyle pricing. Sooner or later, people will walk. How do I know? I'm one of 'em, and between slow processors, poor qa with keyboards, downright silly pricing and poor migration support for us Aperture users, it's clear that Apple prioritizes how to squeeze $1.10 out of a dollar instead of creating quality products.

😂😂😂 dude I just subscribed to your channel after that one: Apple store guy: "please don't make a video on that event". You: " ahh too late!" Defo you got yourself a new subscriber!

I'm late to this video haha! I had a friend that had the same issue, he took it to the local apple store (Birmingham UK) and they replaced the whole of the mount, for free. they give him the mac which had fitted a new rear mounting, VESA and stand. the genius knew about the issue the apple store took his old VESA mount and supplied him with a ''improved'' one. I do personally believe that its a third party item in apple packaging, you know apple well, and so do i, and I know that build quality and QC is really good. I recon it may have passed original QC but then the third party company decided to go ''cheap'' and use s**t screws in the customer items.

Well, at least you got a normal manager, and NO they don't do this for everyone. I had an macbook pro repaired at Apple store, And when I returned for another problem few months later, I've been told that whoever opened the laptop previously (they did) caused damage (screws were not in place, and they used electrical tape to "secure parts", tape came undone, causing problems). and that the logic board replacement would be $900. Manager then told me that I either opened the laptop myself or that I took it to a third party repair place (false and false), and that he can't help me.

Sadly, the repairability and user serviceability of Apple products has gone off a cliff the last 6 years. Even the Mac Mini which is supposedly user upgradeable is a nightmare to add ram or change the hard drive in. Design seems to be becoming a synonym for just making it pretty at Apple.

To start with... I got away from Apple products a while ago for other, but similar issues. Not to mention that the "Genius Bar" will tell you things can't be repaired when they obviously can... or they want to charge near the price of a new item, when the repair should really only be a fraction of it. (and they are fighting non-OEM repair shops) I run a new startup RU-vid channel named PghGameFix, so I'm also good with repairs. And, my girlfriend, and I both have worked in machine shops. To us both looking at the OE mount... it looks like the threads were "Roll Formed". (from the flare in the thread start) AND, the forming tap was not run deep enough to finish the threads. This is why the screw threads (on the one that was removed) looked like the coating, and the threads were beat up. It's also why they are breaking right above the threads. Couple that with crappy screws, and you get this issue. Heck... they could fix the issue with stronger hardware. (as you mentioned, Stainless) They wouldn't even have to retool. Just supply new hardware. Anyway... I know it's an older video, but it's some food for thought, and thanks for the video

2:07 LOLOL. Imagine the same scenario at a dealership. You take your new car to the dealership for an oil change. They return the car and inform you, "Okay, we changed your oil but we scraped the side of the car as we were getting it off the lift. It runs fine though, it's just some scratches."

I'm glad you got it resolved in the end but I can't give Apple credit for "doing the right thing" when it had to get to the point where they had no other choice. Apologizing after getting caught is being sorry you got caught, right? I can't get over the manager actually telling you that he saw the damage and still he let it go back out the door. But trust him Quinn… the inside repair is fine, just fine.

Glad they replaced the unit for you, shame they made you jump through all those hoops though. In my experience I find that my experience really varies from employee to employee when dealing with their support. Some staff are fantastic and others are very think they know it all snarky types.

I once ordered a Imac 21,5 online in 2012, it was damaged by shipping being dropped.(it had clear damage on the outside on a corner, indicating an impact). They send me a new one within a day and a discount of 250 bucks. Very good service, i had good experience with them)

"Thats why you buy apple" and "so, do not make one about this, please." Both made me laugh. Thanks you tube for the recommendation on this video lol

2,600 Apple “geniuses” downvoted your video!!