PowerBook G3 Series Unhinged? Corrective Action Campaign
 This is the second updates page. The first updates page covers news from 12/6/2000 to 12/22/2000.

3/30/01: See Dr. Pun's Hinge and Sound port fix-it page!

2/17/01, 14:55pst
[update in progress]

What have I been doing lately for this effort? Nothing. Various school things take all of my time. I'm not so motivated, because all of the information I was collecting is scattered between two computers. Also my usb printer cable has yet to arrive, which would make letter-sending easier. Well, signatories have gone up overall, but I am not able to do anything. Please email me your suggestions. Thanks.

January 23rd, 2001 - 22:08 PST

[[ general update ]]
I received another "we're sorry" rejection letter today from another legal firm. Now I don't think a class action will happen until I become a lawyer. My small suggestion for those of you who think I am going to magically find a solution for all of you, without any assistance: Call Apple. Tomorrow. Writing a paper letter won't hurt either. Try it and tell me if the magic works.
. . . Steve Jobs c/o Apple
. . . 1 Infinite Loop
. . . Cuptertino, CA 95014

[[ emails ]]
  • "Sorry to send you this info this way, I seem to have lost your email address. You might want to post the below on your "unhinged" website:
    Posted this morning on Apple's PowerBook discussion forum:

    I wanted to share the information I received two days ago in email with the rest of this disucssion list and hope that others are helped by it. If you have the loose screen clutch/hinge problem in your Wallstreet PB, go to <www.pbparts.com>. So far, they offer the best solution to this problem. For a total of $79.00 plus $25.00 return shipping fee, they will replace your clutches with all-steel ones (totally different and stronger material than what Apple originally used in this part). They are located in Arizona, USA. They have just begun to do these repairs and if you go to their site you will see that they even offer the steel clutch repair kit separately if you want to tackle this repair yourself and are experienced in doing PB repairs.
    This cost is obviously well below what Apple is charging most people for this repair (about a quarter of what Apple is charging) and the material they are using for the parts is superior. I plan to have my two Wallstreets repaired by these folks.
    --bj <http://members.nbci.com/bjbear71>"
    [All I can say about this is that you won't get reimbursed by any future CAL; also it goes against my principles, aka Four Demands (see Old Layout). But it looks like a good deal, if you "feel sorry" for $4billion flush Apple Computer Incorporated, or something. -ken]

  • "My PowerBook was just a few months out of warrentee. I've baby'd my PowerBook and there isn't any way that my handling of my $2500.00 investment could be considered abuse.
    Apple has always treated me very well in the past, and I'm hoping they'll come through on this issue. I plan on many more Mac purchases in my life; here's hoping that Apple can at least make the hinges available to local repair shops. Please Apple, make the hinges available.
    Thanks."

  • "The cost of this repair is outragous. I was shocked to see how many people have suffered with this problem. I've had other Apple laptops without this problem and it's not like I've become abusive to my Wallstreet. If anything I've been very, very protective because an employer didn't pay for it; I did. I bought a Zero case for it because I've seen what can happen with a soft case. I absoutly love this machine but now it's hard to use. I think for the $3300 I paid for it Apple should admit there is a premature failure of this part and fix it in a re-call."

  • "Right hinge gone, left hinge hanging on. My display is getting washed out streaks indicating that I had better get it serviced soon ... the display cables next?"


January 20th, 2001 - 14:30 PST

[[ Busy with school ]]
I just began my last semester of college and everything's hectic. I'm sorry for not responding to most of you who have joined the campaign. The total number of respondents to date is 150 PowerBook G3 owners. I am photocopying Apple documents at the moment. If you have to ask why, you don't need to know. This site (and the main issue at hand) has been advertised in many other places recently:
http://forums.macnn.com/cgi-bin/Forum17/HTML/001268.html
http://www.powerbookcentral.com/classifieds/Forum11/HTML/000266.html
http://forums.macaddict.com/bbfarm/Forum4/HTML/000763.html
http://homepage.mac.com/ambulan/

[[ Comments from other PowerBook owners, between 1/8 and 1/20 ]]

  • "I have a Lombard (Bronze Keyboard) G3 Powerbook on which the hinge has failed (Purchased June 1999)."

  • "My powerbook was sent in for a complete overhaul; I asked about the play in my screen and was told that this movement was normal. This repair cost the maximum, I believe about $900, with a screen replacement. Evidently, the hinge clutches were not replaced."

  • "Not broken yet, but it has the 1" play that people say is the precursor to the hinge breaking."

  • "Mine is actually a pismo that is only 7 months old now. I use it very heavily, and do an open/close cycle on it about 2 times in any 24 hour period, since I have to take it with me to work to play with. I have noticed since last month that the screen now has about 2" of play in it from TDC, the straight up down angle. 7 months? I don't think that is excessive wear and tear really. And it is NEVER turned after, except after it's 12+ crashes each day. I do ponder if the ibooks, which I own an original blueberry model, use the same type of hinge. If you put it more than 5 degrees past TDC, it falls flat, it was like that from day one. And there are MANY complaints about that everywhere! Even on apple knowledge base discussion! I fell in love with Macs in 1992, when nobody at my high school knew how to use the Performa in the classroom full of Apple IIgs's. I figured it out in 10 minutes! And said goodbye to Windows, for then. I'm quite a salesman, but ha!
    ven't been able to convince my friends and relatives to buy Macs, since they always see me with my powerbook or ibook. And when they see the screen plop all the way down, I can't lie and say "It doubles as on overhead projector". It doesn't look like the new G4 powerbook uses the same kind of hinge, but I cannot justify buying one if it will develop the same problem so quickly. I'll be watching posts about them, and if they are reported, I will not be buying another PORTABLE from Apple, as the system enclosure reliability is MORE IMPORTANT that some metal which will surely get dented up very quickly. Gee, I wonder how many people are wondering about that? Anyways, if apple wants to come up with a free fix for the hinge problems with the wallstreet/lombard/pismo line of powerbooks, I'm willing to accept. Even though you stated G3 Series (Wallstreet), I've understood that the lombard and pismo models used the same hinge in their designs as well. Hope any of this helps."

  • "My PB G3 (Wallstreet) almost two years in use already the screen does not stand up any more. It had been send to Apple Europe. After 6 weeks they told the final price before they will start repair (820,-DM ~ 450 Euro ~ 400 US$!) Now I will protest got get it free with the help of Your campaign. Willi"

  • "I have had 5 different conversations with Apple since mid November, each time being denied any assistance. My PB G3 hinges have totally failed making the PB useless as a portable machine. It had already had repairs done to fix the problem with the battery not charging. I am frustrated beyond words, as I am a teacher who travels between buildings and my PB is my mobile office. My wife's Wallstreet PB suffers from battery charging problem...... How could such a terrific machine be so plagued??
    Keep up the fight!
    Mark"

  • "Please keep the good work up. I can't afford to get this thing fixed since I'm a student as well. And I really need a laptop to study. Thanks. "

  • Hi, I've been following your page while looking for a reasonable solution to this problem. The only other solutions I've found so far are the powerbook guy with a set of used hinges for around $195.00. And a Apple shop that from what I've read so far is manufacturing aftermarket hinges of all steel for $139.00 including labor at www.pbparts.com. I went to their web site and found the hinges in the wallstreet section item #20. I asked in the forms for someone living near by to check this out and get back with me as this would be easier on my pocket book than what apple wants to charge me. My book is 15 monts old the serial numbers been rubbed off for quite some time and it hasnt had hinges in about 3 months. You've got a great site keep up the good work. <Vic>

  • "Just broke today on the right side."

  • "Screen is loose, not (yet) broken."

  • "I understand your concerns, and why you are doing that... Go for it. I would try to make a stink and get Apple on the straight and narrow if it was me.

    However, I don't think you should go so far as to state Sony, IBM and others don't have the same problems, and respond the same way. They do. At best, they may handle repair problems a little better... But I'm sure Apple's attitude is that if you had bought the extended warranty, then you would have been covered -- but you didn't. Actually, your repair is probably less than the extended warranty would have been (or similar), and it is a 2+ year old machine -- and portables are always fairly delicate (comparitively)... You could probably fix the power cord thing yourself, or find an after-market repair place to that for a few bucks... So I wouldn't really worry about that one... The clutch for the hinge is a different matter. (I don't even know how it works)...

    Usually if you keep calling Apple, and keep complaining to higher and higher level people, after the 4th or 5th call, they'll give in. But your way may work in a bigger way... So keep at it... Maybe Apple will see the error in their ways."

  • [the webmaster catches some flak...]
    "Dear Sender of Unsolicited Mail:

    I am sorry that Fenwick & West LLP (the Firm) cannot respond to your email. Members of Fenwick & West LLP can give advice only when the Firm has established an attorney client relationship with someone or some company. The Firm only establishes those relationships in a written agreement after the firm has checked for conflicts between the potential client and the firm's existing clients.

    Finally, I ask that you not send any confidential information to me or the Firm unless and until both the Firm and you mutually decide to establish a formal attorney client relationship by means of a conflicts check and written agreement.

    I am sorry the firm will not be able to represent you. I wish you success in finding an Attorney to represent you."



1/12/01: MWSF PBG3 Pow-Wow -- updated 1:50pm
Tuesday 1/9/01 was a gray day of scattered showers. Our lunch went fine. I liked my overpriced burger, despite its dry and unleavened bun. One sentiment to come out of the meal was that Apple should undertake a less discretionary, more customer-affirming, approach to satisfying owners of PowerBooks with failed hinges. Especially when failure is in less than 2 years. I mean, sheesh! Apple's free and widespread PowerBook 5300 program is an obvious precedent. If an effort like this is contemplated, the legal swamps can be avoided.

If you haven't seen the new PowerBook G4 yet, it is very desireable. Why: it's what everyone has asked for since at least 1998 -- an ultra lightweight, extremely sturdy, powerful, packed and PC price-competitive PowerBook. I bet a couple of my unix geek friends are already ga-ga about it. So far the only complaint I've heard is heat transfer to people's laps from the G4's underbelly -- a feature also hotly evident with my 1998 PowerBook G3/233. The new PowerMac G4s are also somewhat mouth-watering. Improvements are expected, but with Apple it's actually nice when we aren't unpleasantly surprised.


January 8th, 2001 - 15:00 PST

The Return
Who could have guessed? I'm happy to say that my beloved PowerBook G3 was literally dropped off at my house today by a stubby Airborne Express guy without patience, at around 9:40am. I opened the reinforced cardboard box to find my bubble-wrapped, darkskinned 7.7 lbs of pleasure and a form letter. Basically, the letter lists Other: Sound Card, as a Declined Repair. This matches what I told ACR on the phone, and wrote in a note which accompanied my pb. The hinges? They are extremely stiff!! Just like they should be. The screen too, is cleaned professionally. Spiffy! There's only one problem... I've been using my PC for several weeks now and am *very* comfortable with it. Very dilemmatic! (Win2k runs on both, but much faster on the non-portable.)

The Pow-wow
As you know, the top MWSF keynote starts tomorrow morning, that is, at 9:15am on Tuesday January 9th, 2001. Our lunch, detailed on the front page, starts at 12:30pm in a secret location. Hint: San Francisco restaurant. On Thursday I want to host a smaller shindig somewhere different. Yes I have "news" but it's not so significant, yet.


January 4th, 2001 - 16:27 PST
Inbox:
  • "powerbook g3 wallstreet 233 mhz 512 k 32mb/2g [mine is the same, 160mb/12g]
    The same problem everybody complains about. I am still under th extended warranty, but talking to Tekserve (Manhattan) they know that Apple is doing wrong -this is not a wear an tear case- but there is nothing they can do about it. I was panning for a long time to upgrade ram and the hard drive. But till this is not solve I would have to forget about those plans."

  • "I truly wish that I could join in this pow-wow. I am a loyal mac user and the disappointment in the company is growing with me. I have the PB G3 series and am now having the same problem that the rest are. Please be a voice [for] the East coast...Stand strong and let our unhinged voices be heard.. [will do!]
    Thank-You
    Holly"
  • "Ken,
    I saw [today's] update and wanted to send this info along - I thought about "crossbreeding" my screen with a Lombard to dramatically cut the weight and found the service manuals on <http://www.accesscom.com/~gamba/manuals.html>. I downloaded them last night for the "WallStreet", "Lombard" and "Pismos". Found that the "Lombard"'s hinges screw into the actual display. It appears the "WallStreet"'s hinges just sort of "clamp" on in a rather sloppy manner! If you do download the files, correct me if you think I am wrong about the "WallStreet"!
    JOE SARNECKY
    hondars2000@hotmail.com
    PS I also need to upgrade my RAM (96Mb) and Hard Drive (2G) in order to be able to run OS X but will put it "on the back burner" 'till Apple gets their act together!" [don't count on having a usable powerbook g3/233MHz with OSX on top of it. I ran osxbeta on mine and it was mud-slow! Yes It's A Beta, I don't believe it could become much faster even with optimizations.]
Legal:
    Big Silicon Valley corporations try to spread their legal work around to all the best national firms so when a class-action comes up, the firms will have to claim conflict of interest. I am having a hard time finding a good law firm which isn't also an Apple client. Examples: Morrison & Foerster, Heller Ehrman, Wilson Sonsini. Please help! Is this insane? If nothing else, my effort is open source! :\
Pismo & later:
    Enough Pismo owners have emailed me to say they are having "problems" but I don't have enough data to know if Pismos have real problems. Are their hinges the same as WS hinges? I doubt it. Any feedback would be appreciated. Maybe our base will broaden...?

January 2nd, 2001 - 1705 PST
So many emails have come in over the past few days. I am reposting some in this update.

Campaign numbers: up to 135 signups, representing over 140 "WallStreet" PowerBook G3 Series laptops made by Apple Computer, Inc. All of these PowerBook owners are seeing mechanical problems from chronically annoying to severe failure in their hinges (aka clutches) and more than a few have various AC problems. Apple is being stubborn but has sniffed the legal winds and is handling calls differently now. Specifically, if you mention that you know of others with similar problems, the tech/ACR will say something about legal matters and having to hang up. No more PowerBook G3 units are being fixed for free. The gates have closed. If Apple wants a fight, it has earned it!!

Recent emails:
  • 1/2/2000, Kurt, #135. "My unit is a wallstreet 300, but the serial number has worn off. I would be happy if they would just provide the materials and let me do the labor."


  • 1/2/2000, Mike W. #2, signup #133. "The screen fell backwards and now it is virtually useless because the hinges severed the video cable."


  • 12/28/2000, Marc, #110. "I have about a 15° degree loose movement in the screen of my Wallstreet, I wonder if I should take premptive action and fix before my video ribbon cable is shreded ?"


  • 12/28/2000, Eric U., #115. "Hinge failed 11/00. Screen will flop forward or back when positioned any more than 45 degrees from vertical."


  • 12/28/2000, Ron, #117. "Loose hinges with 12.1" screen and MINIMAL use!"


  • 12/28/2000, Jim, #118. "I too have paid $300+ on hinge repair for my G3, and now my sound card AC port and Headphone jack is shorting out (for the 3rd time)!!!"


  • 12/28/2000, James, #119. "As a loyal Apple owner since my first SE30, through my Powerbook 180, Quadra 630, Powerbook 2400, Powerbook G3/250 (Lombard) and later to my G3/300 (wallstreet) and G4/450 Tower years, I think I've owned and understood my fair share of Macintoshes. I've had to replace batteries, hard disks, memory, keyboards and more because of wear, and that is to be expected.

    But...

    This is a slap in the face, a ugly attempt to extort an unfair amount of money for a simple plastic part that, compared to my past PowerBooks, would seem to be poorly designed. Apple's arrogant stance in this (one price because of the case, no matter what the problem was) shows the lack of confidence they themselves have in their design. And who is to pay? Who do you think.

    I am currently in favor of litigation, considering how pervasive and perverse this situation is. Perhaps Apple needs to be reminded through the same legalese they seem to use.

    After being down for a month, yes...I am angry."


  • 12/30/2000, Eric S., #123. "I own a PowerBook 540c and have the hinge problem on it, too. I don't own a Wallstreet, but fully support your efforts, as I may be owning a used one in the future. Apple has KNOWN about hinge problems since the 500 series and hasn't done anything about it. I've talked to people with everything from a 5300 to Wallstreets with this problem, also including myself with an older 540c."


  • 12/30/2000, Mike, #124. "Hi there,
    I am beginning to have the hinge problem as well. Unfortunately, my serial number is no longer on the sticker! It was there a month ago but is gone now. I suspect it has something to do with operating at high temperatures because in the last month I have been doing just that.

    I called apple and they said that some wallstreets are having problems with rubbed off serial numbers. They claim that the only other place to find it is on the original box. Is that the case? Is it written anywhere inside the machine?

    They also immediatly recognized the hinge problem and quoted me a price of $359 to repair it. [former flat rate price quotes were $310.]

    I would appreciate any suggestions and feel free to post with my name or whatever.

    -Mike"


    "One more interesting note:

    When I mentioned my belief that this matter was a design flaw and that many others are having the same problem, the operator said,

    "I'm sorry Mike, I am not able to discuss legal matters with you, I'll have to disconnect this call."

    Funny thing is that I had not mentioned any legal action. Guess they're aware of what's happening with this."


    [letter to Apple]

    Hello,
    I own a 1998 Powerbook Wallstreet Series and it is having a problem with it's "clutch" or hinge. I contacted technical support about the problem and was told it would cost $359 to repair. I then learned that there are many others having the same problem, which tells me that this is a design flaw with the machine. Upon explaining this to Apple Tech support, I was told that because it was out of warranty, I was responsible for the repair.

    I think it is irresponsible of Apple in the face of an obvious design flaw (based on the numbers of machines that have the exact same problem) to not rectify the problem at its own expense.

    Further, I am having trouble joining a group of other apple users seeking an appropriate response from Apple because the serial number has rubbed off on my machine. When I asked Tech Support about this, I was told that this was a known problem with the Wallstreet; again, a design flaw.

    I demand that Apple pay for the repair of its defective product and accept for repair those machines with serial numbers rubbed off. I feel cheated by a company I once respected and unless Apple claims culpability and repairs my machine, I will look to other operating systems in the future, such as Linux.

    Disappointed,

    Mike

    *****************
    Michael J Wood
    University of Michigan School of Information
    Masters Candidate of Science of Information
    Specializing in Human Computer Interaction
    GSRA Space Physics Aeronomy Research Collaboratory


  • 12/31/2000, Peter, #125. "Apple, for some unknown reason, has decided to take all Powerbook repairs in-house. Therefore I cannot order replacement parts, my local Apple Authorized Service center cannot order replacement parts, and my only current recourse to get this problem fixed is to ship the computer, post-paid, to Apple and do without my computer for days while they charge me upwards of $200 to replace a $10 part, using a maximum 1/2 hour of skilled labor. (By which I mean I could easily replace this part myself in 1/2 hour.) This is clearly unacceptable."


  • 12/31/2000, SMP, #126. "Bronze Model (not Wallstreet)
    Apple refused to repair 11 months into warranty- stating mechanical components not covered. Has over 1.5cm of play."


  • 1/1/2001, Andrew, #127. "I have a used 233 mhz pb I purchased last year who has this same problem - however, the serial # was pulled off the bottom! Any suggestions?" [reserialization will cost you money. either a dealer will charge you and then send it to Apple to do, or you can send it directly to Apple.]


  • 1/1/2001, Shahed, #128. "One clutch broke about a year ago, the second a month ago. I'm holding the damn thing with tape. I have only opened/closed this thing about 2 times a day.
    shahed"


  • 1/2/2001, Derek, #129. "Thank you!!! I have been dealing with this issue for three months now. It happened to the right side of the screen, the hinge broke. No one will replace the piece (922-3409) is the part number for the clutch display. It has really made me consider not buying another apple machine. And I have bought over $100K worth fro myself and others since 1991. Of course, I always assumed the loose power connection was just normal. Silly me!"


  • 1/2/2001, Michael, #130. "I own two G3 Series PowerBooks; I don't have the second S/N handy right now, but I *do* count as two votes."


  • 1/2/2001, Billy, #131. "hello, i'd love to join in on your campaign to get the hinges fixed on the powerbooks. i'm having the same problem you are, have had since day one. should have had it fixed then i guess. i've also been having more serious problems with this computer such as hd problems and a screen that went out. that was a really nice touch....anyhow, here is my info..." [...]


12/29/2000 - 18:55 PST
I apologize for not updating this site sooner.

Campaign numbers: we are up to 121 signatories and 7 lunch guests.

Publicity: MacNN News posted a link to my fellow broken hinge peon Jeff Baumann's PBG3 Series Hinge Problem page on 12/28/2000, resulting in more publicity for PowerBook defects. On MacNN itself, there is a small announcement and more than a few comments. Take a look.

I sent a demanding but mushy email to Steve Jobs on 12/24/2000 and have received no response to date.

The MacWorld SF 2001 PowerBook G3 Pow-Wow is firmly planned for the afternoon of January 10 at an undisclosed restaurant. Six PBG3 owners are planning to attend so far. To join the riot, please email me.

Currently, I am using a dual 300mhz celeron, 288mb RAM generica that I put together in early 1999. It's different from my G3 laptop, and definitely preferable over my 1994 25mhz quadra 605. So, this is what I have to do email and webbing with. My WallStreet PowerBook was shipped to Apple's Texas repair center 10 days ago. Supposedly, replacement hinges will arrive on Jan 4.

Happy New Year.

Ken


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