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1.3 eMac Repair Extension Program for Video and Power Issues
Overview
The eMac REP for Video and Power Issues covers eMac (USB 2.0) computers within the serial number range noted below that exhibit one of the following video- or power-related symptoms as a result of a specific component failure:
Scrambled or distorted video
No video
No power
Intermittent system freezes or crashes
System crashes during the startup process
The program covers affected eMacs for up to three years from the original date of purchase. Apple will continue to evaluate the repair data and will provide further repair extensions as needed.
Affected Products
The program is available for certain eMac (USB 2.0) models that were sold between approximately April 2004 and June 2005 featuring 1GHz and 1.25GHz G4 processors.
The affected eMac computers have serial numbers where the first five (5) digits fall into the ranges noted below:
G8412xxxxxx - G8520xxxxxx
YM412xxxxxx - YM520xxxxxx
VM414xxxxxx - VM518xxxxxx *
* updated as of July 12, 2006
Some remanufactured or refurbished eMac computers (serial numbers begin with RM) that exhibit the symptoms listed above may also be eligible for repair under this program.
Note: Some eMac (2005) models were manufactured with serial numbers within the same upper serial range as noted above, but these models are not covered under the eMac Repair Extension Program for Video and Power Issues.
The eMac REP for Video and Power Issues is based upon the system's serial number and the symptoms diagnosed, not upon the serial numbers of the logic boards.
All eMac computer serial numbers are printed inside the disc drive door. You can see this number when you eject the optical drive tray; just press the Eject key on the keyboard.
Customers are responsible for the repair cost of any accidental or cosmetic damage, or for any issues that do not relate directly to the logic board issue covered by this program. For example, if an eMac is taken to an Apple service provider with a cracked display and a component failure eligible under the program, Apple will cover the component failure repair, but the cost of replacing the cracked display is the customer's responsibility.
eMacs not eligible for participation in this program include those that have any type of accidental damage that has a direct effect on the logic board, such as liquid spills into the case or the eMac having been dropped.
Repair Strategy
Required service parts for this program are available so that certified technicians may create a repair at an Apple service provider location.
The eMac (ATI/USB2.0/2005) Service Manual has been updated with information specifically relating to the eMac REP for Video and Power issues, including a special eMac Repair Extension Program for Video and Power Issues section. Service manuals are available via the AppleCare Service Source website.
Warranty Repairs: If an eMac product eligible for this program is currently covered by an Apple warranty or extended service agreement, create the repair in the usual manner. However, it is extremely important that you select the CompTIA Code created for this program (see below) for the repair.
Out-of-Warranty Repairs:
GSX will display the coverage type "Quality Program" when a Carry-In Repair is created with an eligible product, part number and CompTIA Code. If this coverage is not displayed on the part line and you believe it should be covered, please select the "Mark for Review" checkbox and provide details in the "Notes" section.
Troubleshooting
If an eMac computer falls within the serial number range noted above and exhibits the symptoms noted above, inspect the capacitors on the logic board for signs of bulging and/or venting.
If the eMac exhibits the symptoms noted above and the logic board has bulged or vented capacitors, the logic board should be replaced.
Complete troubleshooting details are available in the eMac (ATI/USB2.0/2005) Service Manual.
Replacement Parts
If a logic board must be replaced, order on a like-for-like basis only. The following parts are eligible to be replaced under this repair extension program:
661-3279: Board, Logic, 1 GHz, USB 2.0
661-3280: Board, Logic, 1.25 GHz, USB 2.0
The parts listed above are the only approved logic board replacements for repairs covered under the eMac REP for Video and Power Issues. Apple will charge service accounts for any parts ordered for repairs involving units eligible for the eMac REP for Video and Power Issues that are not related to this program and are not covered by warranty or an extended AppleCare service agreement.
Special CompTIA Codes
Apple has created the following CompTIA Code to use (unless noted otherwise below) for repairs on eMac products eligible for coverage under the eMac REP for Video and Power Issues:
Use CompTIA Code 559: eMac MLB REP when replacing a logic board, whether or not the eMac is covered by warranty or an extended service agreement, or is out of warranty.
European IMCs
For repairs covered under the eMac REP for Video and Power Issues, IMCs in Europe must order logic boards as stock parts using the part numbers listed above. To receive credit for the covered logic boards ordered as stock parts, IMCs must request an RMA number from the SPS team and return the defective parts to Apple with the RMA number.
Japan
Service providers in Japan who create a Mail-In Repair for eMac products eligible for coverage under the eMac REP for Video and Power Issues should select one of the two CompTIA Codes below (whichever is appropriate) for eMac models covered under this program:
Use CompTIA Code 559: eMac MLB REP when replacing a logic board covered under this program, whether or not the eMac is covered by warranty or an extended service agreement, or is out of warranty.
Use CompTIA Code 558: eMac MLB REP (multiple issues) when the customer’s eMac exhibits the symptoms described above and repair is related to the logic board and requires additional repair(s).
Warranty Repairs: If an eMac product is currently covered by an Apple warranty or extended service agreement, create the Mail-In Repair in the usual manner.
Out-of-Warranty Repairs: It is extremely important that you select the appropriate CompTIA Code created for this program for the repair.
Latin America
Latin America service providers should order parts for this repair extension program in the usual manner.
Reimbursement Strategy
Apple is aware that some customers may have paid for out-of-warranty repairs that qualify under this program. If your customers' eMac was repaired out of warranty and they believe the repair qualified under the eMac REP for Video and Power Issues, Apple will review their claim and determine if the customer qualifies for reimbursement of the repair cost.
If the claim is determined to be eligible for repair under the eMac REP for Video and Power Issues, Apple will reimburse your customer directly.
Service that was performed to repair damage caused by accident or misuse is not covered under this program.
Apple will work with AASPs to contact affected customers (where contact information is available) with details on the reimbursement process. If your Service Location has conducted any out-of-warranty repairs that are eligible under this program, Apple will contact you in the near future to coordinate communications to affected customers.
