How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Pete Your Own Question

Pete
Pete, Computer Engineer
Category: Mac
Satisfied Customers: 10049
Experience:  HNC Computing, CISCO certified technician.
Type Your Mac Question Here...
Pete is online now
A new question is answered every 9 seconds

hello imac 27 screen turned black first time when trying to

Resolved Question:

hello
imac 27 screen turned black first time when trying to open in full screan a youtube video, second time when I tryed opening a game, and today it opened initially but when trying to open browser it crashed again, now it turn black immedialtely after showing apple logo, could you help ? I bought this imac last year in may
Submitted: 12 months ago.
Category: Mac
Expert:  Pete replied 12 months ago.

Hello,
I am Pete, and I'll be happy to assist with your question today.

 

Try booting your iMac whilst holding the shift key down - this will allow it to do a Safe Start.

 

Let me know if that helps.

 

Customer: replied 11 months ago.

I've done many thing, erased hard drive, reinstalled osx mountain lion, still crashes

I tried starting it as you sayed, it appeared just a blue screnn with darker blue strips

Now it did start in safe mode

but begun having horizontal strips from time to time

can not acces parallel desktop in safe mode

what next ?

further more

opening safari it shows some black waves from bpttom to top, endless when trying to open new tab

 

Expert:  Pete replied 11 months ago.
Hi Marian,
You should not be seeing horizontal strips in safe mode - this indicates a hardware fault.
Under EU regulations, all items come with a standard 2 year warranty, and since you purchased the iMac in May last year, it still falls within the warranty period.
Therefore your best option is to return it to the store to have them repair or replace it under warranty for you.
Customer: replied 11 months ago.

in the warranty certificate it is written only one year

Expert:  Pete replied 11 months ago.

Hi Marian,

That is the standard Apple warranty certificate, however the EU area has an enhanced warranty cover for a minimum of 2 years that very few people actually know about, and it is useful in cases like this.

 

This is EU directive 1999/44/EC: "A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period."

 

Apple have acknowledged this law here: http://www.apple.com/uk/legal/statutory-warranty/

 

Customer: replied 11 months ago.

this is very useful, so I should go to the place i bought it ? because I am in romania, and I bought it from Hungary !

Expert:  Pete replied 11 months ago.

You will need to return it to the retalier if possible. Perhaps they have a branch or store in the country you are currently in. If that is not possible, then you can still take it to an Apple store and they will process the warranty for you.

Not everyone is aware of this law, but all shop managers should be.

If you meet any refusal, just give them a copy of the above law and they are obliged to assist you!

 

Best wishes,

Pete.

 

Customer: replied 11 months ago.

so, finally tomorrow I'll put mac in it's case an bring it to iStyle shop in Debrecen, Hungary, where I bought it and they must solve the problem, it is the closest to me anyway. They should repair or replace the product ?

Expert:  Pete replied 11 months ago.

Hi Marian,

Under the warranty, they are obliged to repair it if possible, or offer a replacement if a repair is not possible.

 

Customer: replied 11 months ago.

Thank you very much !

Expert:  Pete replied 11 months ago.

You're very welcome! I hope my information has helped save you a large repair bill!

 

Pete.

 

Customer: replied 11 months ago.

I found this written in the link you sent me:


In most EU member states, consumers may only claim for defects that were present on delivery.

Expert:  Pete replied 11 months ago.

Hi Marian,

What that means is that if the iMac contained parts which were not expected to last a normal lifetime (3+ years) then Apple is required to repair it - Apple will be able to confirm if the problem is indeed caused by defective parts or a system malfunction by testing the iMac.

 

If the problem has been caused by something that you done (e.g. deleting system files, or damaging it with a high voltage power surge) then this would of course not have been defective on delivery and would not be covered by the warranty.

 

Customer: replied 11 months ago.

Got it now, first I will call them tomorrow and than take the mac to the iStyle shop .


Great help ! Good service, tks :)

Expert:  Pete replied 11 months ago.

You're welcome! :)


Please take a moment to click one of the ratings for my service.
If you have any difficulty clicking on the rating, just let me know.

Thanks!

 

Pete, Computer Engineer
Category: Mac
Satisfied Customers: 10049
Experience: HNC Computing, CISCO certified technician.
Pete and 2 other Mac Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
< Last | Next >
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
 
 
 

Meet The Experts:

 
 
 
  • Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
< Last | Next >
  • http://ww2.justanswer.com/uploads/macthelife/2009-10-20_1899_mikesebaharsquare64.jpg Mike's Avatar

    Mike

    Mac Medic

    Satisfied Customers:

    6256
    Over 20 years IT experience with Apple computers in publishing, marketing and design.
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Mac Helper

    Satisfied Customers:

    5282
    7+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
  • http://ww2.justanswer.com/uploads/DP/dpean/2012-6-6_172828_avatorme1.64x64.JPG Daniel's Avatar

    Daniel

    Mac Genius

    Satisfied Customers:

    4670
    Apple certified on desktop and portable, help desk qualified. Have owned and used Macs since 1989.
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Support Specialist

    Satisfied Customers:

    2068
    worked as a Tech support Associate for Apple products
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Mac Support Specialist

    Satisfied Customers:

    1501
    10+ Years Mac Support as contractor and currently an IT Manager for law firm
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    1408
    20+ years in the computer/Mac industry
  • http://ww2.justanswer.com/uploads/MA/MacHelpdesk/1d2d506.64x64.jpg David's Avatar

    David

    Mac Support Specialist

    Satisfied Customers:

    1236
    BSc, H.Dip, Apple Certified