you can add G84293JEQJ8 to the list. It's been over 3 years so I doubt that apple will do anything about it. but I'm going to phone them and be really annoying until they give in.

G8437CH0QQH

I just talked to Apple for 1/2 hour and they refused to fix this defective computer because I didn't bring it in until after I had owned it for 3 years. I get emails from Apple every week or so but never a notification that my computer was a defective. If I had been notified in June 2006 I would have brought it in for repair when this problem started last summer - BEFORE the 3 years was up. It is hard to search for online support when your computer is defective and freezing up constantly. I am very disappointed. I think I will place this eMac in my window on campus with signage so students and faculty can be informed.

Apple does not contact every owner if there's a chance their computer has a defect.

You could call them up and complain and see if they make an exception for you. Depends a bit on how much out of 3 years you are I suppose.

Crap. I picked up a emac from craigslist 2 weeks ago for my daughter's birthday present. I can see the bulging caps, can't find the seller (suprise!). Disabling the video extensions has bought me some time...

I called applecare, but no luck with them volunteering to fix the computer. Anybody have any foolproof strategies in getting Apple to fix it?

-rj

Wow... 2 & 1/3 years, and just shy of 11,000 hits later, this thread I created is still going...

To those who are now finding out that their eMac does have bad caps, all I can say is to call Apple, and when/if the first person you speak with doesn't see it as an issue, ask to speak to a supervisor.

Make sure you point them to the Repair Program page:

http://www.apple.com/support/exchange_repair/emac.html

I would indeed push the fact that they haven't notified anyone of the problem. This was KNOWN. There is no way that Apple can deny that. The iMac G5 used the same bad caps, and failed within months of going on sale. They would have KNOWN then that the eMac used the same caps - but did nothing. 18 months later, when the eMacs DID start to fail, they took 6 months to decide to start the Repair Program. Why? Because there are SO many eMacs, it would cost a fortune to repair them. But that's what insurance is for - Apple won't be paying this bill - it would be on insurance.

This just makes me angry now...

IF the phone person still refuses to help, s_jobs@apple.com.

Make sure you point them to the Repair Program page:

http://www.apple.com/support/exchange_repair/emac.html


yes, that's the expired repair extension program. It basically gives you applecare for that specific issue only, extending the warranty of the logic board alone to 3 years from purchase, for that specific problem only.

I would indeed push the fact that they haven't notified anyone of the problem. This was KNOWN. There is no way that Apple can deny that.

The repair extension program was announced, it wasn't hidden. They however don't send everyone a letter saying their machine is in an REP. This would simply cause most of the owners of the machines to bring them in for service, even though only around 15% of them were actually affected. We get people in all the time with a computer that either has nothing wrong with it at all, or has something else wrong with it, and the customer has found the REP and wants a free repair. We even had a school attempt to bring in all 28 of their emacs for us to repair, even though none of them were experiencing any problems. Um, no. (and they never did have a single one of them fail)

The iMac G5 used the same bad caps, and failed within months of going on sale. They would have KNOWN then that the eMac used the same caps - but did nothing. 18 months later, when the eMacs DID start to fail, they took 6 months to decide to start the Repair Program. Why? Because there are SO many eMacs, it would cost a fortune to repair them. But that's what insurance is for - Apple won't be paying this bill - it would be on insurance.

The caps in question were counterfeits. They were sold to electronics wholesalers, as Rubicons iirc. Fun story behind that, Rubicon KNEW they were trying to steal the formula for the electrolyte, so they LET it be stolen. Actually they let an OLD formula be stolen, that they knew would fail after 5+ months of use, from their testing.

They ended up in early rev 2 emacs as well as g5 imacs, in addition to a lot of dell and a few compaq and some other brands. We see them on the PC side as well as the mac. Numerous vendors bought them on the open market because they were a trusted name brand know for their high quality, and were being sold at a discounted price.

I've seen Apple repair emacs and imacs for free as far as four years out from manufacture, that's one year more than they volunteered to in the REP, and three years farther than many of the machines were warrantied for. Are you really getting upset over that?

I'm upset that Apple techs were finding the bad caps in eMac 1.25GHz models in 2005, but even then Apple didn't act.

I'm upset that the reference to the eMac's Repair Program was removed from apple.com/support (meaning you had to know what you were looking for - and where to find it) before the iMac G5's Repair Program was removed. (I know they are still listed on Apple's website, but not on the main Support page)

What actually still upsets me the most though, is that the eMac was predominantly sold to entry level users - and often first time Mac users. What they got (if their eMac did have the bad caps) was a whole heap of Attitude from Apple. Potential switchers were switched back forever because Apple didn't see the eMac as being as important as its higher end models.

Here in Australia consumer law would force Apple to continue to repair these machines, probably for at least 5 years.

but even then Apple didn't act.

The REP is how they acted. You seem to be ignoring this though it has been pointed out several times. They didn't have to do that. It was removed from their web site when the last of those machines were 3 years old, at which time the REP expired, so it made sense to move it off the main page to avoid confusing consumers into thinking their computer was still covered after it was not.


What actually still upsets me the most though, is that the eMac was predominantly sold to entry level users - and often first time Mac users

Actually it was predominantly (and originally, exclusively) sold to educational institutions, most of which already used macs. The only reason they started selling to the public is there was a tremendous outcry from joe consumer.


Here in Australia consumer law would force Apple to continue to repair these machines, probably for at least 5 years.

Apple will repair it, for the same 5 years from manufacture. But not for free. Australia does not have a "5 year mandatory warranty" law for consumer electronics that I'm aware of. Enlighten me if I'm wrong here, I don't live down under.


I don't understand how people get upset about a manufacturer only extending a warranty for free to two years beyond the original warranty.

Yes, they acted with the REP - up to 1 year after they would have received reports of eMacs containing the bad caps. More than a year after the iMac's failures.

The REP was taken down BEFORE the expiry date of the program, on the Apple US site. Trust me - I was watching. The Apple Australia site kept it there longer.

Yes, you're right - the eMac was predominantly sold to schools. Outside of schools, first time Mac owners were the major owners.

Australian consumer law states that a product must live up to a life span comensurate with the cost of the product. Apple's computers are basically the most expensive on the market. You might buy a PC for a few hundred dollars, or a Mac for over a thousand... If you expect the PC to last 3 years, you would expect the Apple product to surpass that. It's not a mandatory figure, but would be grounds for a class action. Luckily only "a few" eMacs sold from the Chinese plant appear to have used the bad caps (of which mine was one).

You stated that 15% of eMacs were affected - can I ask where you got that figure?

Can now add VM4350AQQQH to the list - bought from Apple UK Store, August 2004. Getting random freezes all the time - can see (very) bulging/bursting caps on logic board. Added lots of upgrade options at purchase bringing the total to over £700 - £175/year for an Apple Mac - what a rip off!


Phoned Apple - they told me Repair Extension ceased in June 2007. Offered me a £54 coupon towards a new mac - negotiations still ongoing but am not optimistic. Anyone know how to convert it to a TV?