YouTuber Quinn Nelson has been through the wringer trying to have his iMac Pro repaired after the butter-soft screws that come with the $80 VESA mount Apple offers for the machine failed:
I haven’t been behind the Genius Bar in almost 10 years, but if one of my staff members had caused that sort of damage to a customer’s machine, I would have worked to replace the computer, with or without my manager approving it. Apple should make this right by Quinn, work to train its AppleCare and Genius Bar employees on this computer’s quirks and ship higher-quality screws in that VESA kit.
I had actually been thinking about putting my iMac Pro on a VESA arm. This video has talked me out of that idea.
Update: Apple is indeed making this right by Quinn, but I hope this prompts changes to how employees are trained on what is Apple’s best pro machine for sale right now:
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.
— Quinn Nelson (@SnazzyQ) May 26, 2018