In the background, Sebastian and his team completely disassembled the iMac Pro in January for their video viewing, showing components such as the motherboard and memory modules individually. The real-time imagery of the damage that occurs in the new video seems to be a reenactment with visual effects.
The damage was caused when they dropped the display while trying to re-attach it to the aluminum case. Towards the end of the video, Sebastian also says that the iMac Pro needs a new logic card and power supply, suggesting a short circuit may have occurred that has also damaged internal components.
Sebastian contacted Apple to inquire about repair options and visited the Genius Bar at an Apple Store, but the company declined to service the iMac Pro. In an email, an Apple support consultant accused the limited availability of spare parts, but the actual reason is probably due to the policy.
As has long been common practice, Apple's repair terms provide for the company to cancel products that have been "unauthorized-modified", including "faulty installation, repair, or maintenance by any other than Apple or Apple Authorized Service Provider."
Apple's limited one-year warranty is also void if a product causes "service-related damage, including upgrades and enhancements made by someone who is not a representative of Apple or an Apple Authorized Service Provider."
In his defense, Sebastian confirms that he is aware of these guidelines, but his argument is that Apple should still be required to repair the iMac Pro if it pays off the warranty. In the comments of the video, the reactions are mixed, some agree with him and others with Apple.
The iMac Pro is a non-expandable all-in-one workstation. Therefore, it is easy to understand why Apple is not interested in serving a completely disassembled workstation. While the team at Linus Tech Tips is more tech-savvy than others, a lot can go wrong when an average customer tinkers with internals.
After the Apple repair was denied, Sebastian and his team contacted an Apple Authorized Service Provider in Canada where they are located. The repair shop also declined the repair, but the reason was alleged that Apple could not yet offer the required certification courses for the iMac Pro.
However, Apple's internal iMac Pro Service Readiness Guide from MacRumors states that ATLAS online training and learning resources for maintaining the iMac Pro have been available in English since December. We also talked to several sources who completed the course and received certification months ago.
The guide adds that the availability of iMac Pro replacement parts began in early January and by the end of February replacement logic cards, flash memory, and storage were available. Several sources at Apple Authorized Service Providers also confirmed that iMac Pro displays are available with two or fewer supply estimates.
MacRumors has contacted a trusted source that has confirmed that Apple Authorized Service Providers may refuse service for products that have been opened or modified by a customer, for safety reasons and to avoid responsibility if the Machine does not work hard.
In the end, Apple has to draw a line somewhere, and not everyone will agree. MacRumors contacted Apple, but a spokesman declined to comment. We also contacted Linus Tech Tips for a comment.