Joe Rossignol has an excellent piece at MacRumors on the saga of Linus Sebastian’s iMac Pro that Apple has declined to repair:
After the repair was declined by Apple, Sebastian and his team
contacted an Apple Authorized Service Provider in Canada, where
they are located. The repair shop also declined the repair, but
their reason was allegedly that Apple has yet to offer the
required certification courses to service the iMac Pro.
However, Apple’s internal iMac Pro Service Readiness Guide
obtained by MacRumors states that ATLAS online training and
learning resources for servicing the iMac Pro have been
available in English since December. We also spoke to multiple
sources who completed the course and received certification
The guide adds that iMac Pro service parts availability began in
early to mid January, with replacement logic boards, flash
storage, and memory available by late February. Multiple sources
at Apple Authorized Service Providers also confirmed that iMac Pro
displays are available with two-week-or-less delivery estimates.
MacRumors contacted a reliable source who confirmed that Apple
Authorized Service Providers are permitted to deny service for any
product that has been opened or modified by a customer, regardless
of warranty, both for safety reasons and to avoid responsibility
if the machine cannot be fixed.
Sebastian’s video about his saga is deeply disingenuous — he makes it sound as though Apple isn’t able to repair any iMac Pro with a damaged display. As Rossignol’s reporting makes clear, that’s not true. On the surface it does sound wrong that Apple refuses to repair Sebastian’s iMac Pro, even though he’s willing to pay for it. But in car terms, Apple is saying his iMac is totaled. Apple — or at least the technicians and Genius Bar staffers who’ve looked at it — want no part of this machine, for legitimate reasons.
See also: Rene Ritchie’s video on the saga.