Quinn Nelson, host of the popular YouTube channel Snazzy Labs, has shared a new video that appears to suggest the iMac Pro’s user-installable VESA mounting kit uses cheap screws that are prone to break when unfastened.
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Unable to remove the adapter, Nelson said he contacted Apple by phone, explained the situation, and was told that Apple could not provide support because the adapter is manufactured by a licensed OEM, despite being sold by Apple with Apple-branded packaging and documentation.
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Unfortunately, the Genius Bar was not very helpful, as apparently only the Head Genius at that store was trained to service the iMac Pro.
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All in all, there are two separate issues here: the fragile screws and the un-pro-like customer service that was provided by Apple. And, unlike his fellow YouTube creator Linus Sebastian, Nelson did not disassemble the iMac Pro or perform any other action that would appear to violate Apple’s warranty.
Apple store offered to a) replace the outer shell in another repair or b) do a CRU (complete replacement unit). I obviously elected the latter.
In the end, I am getting taken care of, but a few have seen the video already. Don’t know what they would have done for an average Joe.
As stated, I’m not mad at my store. I’m mad at Cupertino for a) continuing to sell an absolute trash VESA mount, and, b) not training the Geniuses to work on iMac Pro. They’re clueless. “We don’t really do the VESA thing in store so just be careful if you decide to reinstall it.”
Previously: Apple Refuses to Repair iMac Pro.