I am totally disgusted with the way I was treated by one the of customer service people at the counter. They are very short and just write you off. I came in on an appointment. I was expecting to have good customer service and I have purchased several Apple products over the past 2 years and I am really unhapy with this situation.
Anyway, I walked in and it was very busy but you should not drive as far as I did and hear someone tell me that I cannot get my screen replaced. I can’t believe the next thing that happened. “Well, I can tell you put pressure on the screen.” It wasn’t out of a laptop suitcase for 2 weeks before I started school on September 20th and they accused me of cracking the screen. I have heard it cracking like it’s weak.
I would like to have the screen replaced. How is that too much to ask. I don’t appreciate being told in not so many words that I am lying. I hope that Apple will do the “right thing” and repair my computer.
Like other people have said, The screens and outer shell are weak. The customer service guy at the AppleStore said, “Apple computers are absolutely stronger than just cracking. I have found articles on this broken screen matter and the reviews and complaints are not too good. I have written a feedback letter at the Apple website because I want to let others know to use extreme caution in purchasing Apple Computers because they have obviously weaker parts that even the salespeople are aware, but they cannot speak out against the company.
I would like to have confidence in the product and I can see other competitors are making stronger cases for the body of the laptop.
Subscribe to anyone
I to have the same problems with there products and most important costumer service. Very ,very rude
Charles brown on October 4th, 2007 at 10:04 am | Link
Screens don’t just break. Something has to break them.
That’s called ‘accidental damage’ and isn’t covered by warranty. Check your credit card issuer to see if they offer any buyer’s protection — they may be able to cover the repair expense if so.
ignis fatuusz on December 2nd, 2007 at 11:17 pm | Link
I have had lots of problems with my Apple computers. That’s one thing. BUT, Apple’s customer service is terrible. It’s so bad in fact that I just won’t take it any more and won’t buy anything from Apple. It took me a long time to get to this point. We all know that machines break. That’s fair. But ….. Apple refuses to recognize that their machines break. They always act like it’s the customer’s fault and throw condescending and smug attitude. Like anyone needs that?
Basho on December 6th, 2007 at 4:45 pm | Link
11/1/2008
I am disguisted at the way apple store have handled my case. London store assured me a xmas delivery not received..After many calls they claimed goods stolen then rec’d a late delivery with incomplete delivery so i sent the goods back..i asked for my refund and the staff never phoned to apologize or took any actions after many call ..i am still waiting for my money and no they are not going to compensate me for my calls or for earning interest on my money..thanks for nothing apple!
dimitri DEMETRIOU on January 11th, 2008 at 12:24 pm | Link
My Macbook battery, after 1.5 years, has a full charge capcity of about 25%. They took me through the steps, and eventually deemed it necessary to replace (send replacement, I send original back). However, CSR incorrectly billed me, despite saying that under Applecare Protection Plan, I have full coverage. She EXPLICITLY stated that I would not be billed unless original battery was not returned within 10 days. However, 12 HOURS LATER, credit card bill shows up. I immediately call Customer Support, where I’m on the phone for literally an hour and half. On hold for about 30 minutes, as I’m transferred to various “tiers.”
RIDICULOUS. I spend hundreds of dollars on extended warranty, only to be billed for a replacement part that’s covered. Then, in resolving the situation, CSR makes it seem as if it’s MY fault that the original CSR incorrectly billed me. The matter should have been quickly and efficiently processed, but instead I’m punished, my time is wasted, and I’m down $120 that I greatly need as a college student.
I STILL HAVE NOT YET RECEIVED REIMBURSEMENT or REFUND. CSR has not responded to a SINGLE e-mail.
Justin on January 16th, 2008 at 10:58 pm | Link
I had the same problem with my screen cracking and was also treated poorly by the Apple Store CS. I purchased the MACBOOK in September ‘06 and it has been planted in a home music studio for the entire time. I am quite positive that I did not cause this damage. I am thinking that perhaps there was a hairline crack behind the mold from the beginning and it just spread over time. From day one, the computer always felt a little warped and not well built, but was told at the Genius Bar that nothing was wrong. When I took it in to be repaired for the cracked screen, the “Genius” told me that even though screens usually are cracked due to damage, that their were absolutely no signs of physical damage to the machine and this would work in my favor. Of course I was called two days later by someone that told me it was going to cost $1200 and was not worth fixing and “accidental damage” was not covered under warranty. I have been a faithful MAC user for years and even have been a MAC pusher to many friends and family. I am going to write a letter to someone that will hopefully care. I also plan to have this letter signed by every MAC user I know, promising never to buy an APPLE computer again. I am also going to file a complaint with the Attorney General of Michigan to see if they can cause a bit of headache for them as well.
Chris on January 23rd, 2008 at 3:16 pm | Link
I really did crack my own screen a couple of months ago. but tonight - with no damage being done that i know of- a blue crack appeared.. and it is much bigger and annoying than the one i accidentally made. does anyone know who i can talk to about this and how i could go about getting it fixed?
thanks.
and yea until recently i really loved mac products… but sadly enough … i dont think i’ll be recommending them anymore…
lindsay on January 25th, 2008 at 9:50 pm | Link
I am looking in to getting the screen fixed now. I was given a number today that is supposed to be more of a management customer service. I will pass on the info if I have any luck. Perhaps there is strength in numbers?!
Christopher Zuccaro on January 26th, 2008 at 9:42 pm | Link
Apple Computer Service
sorry to say I have never experienced a service plan as poor as this. First off, the initial greetings always try to discourage you in various ways from speaking to anyone. They suggest that you can find all you need by going to this or that webpage. Then however when you get on the line with someone, it is not uncommon for the tech to say, I’ll have to transfer you to a specialist.
Right now I am waiting for a specialist and I record it here as a typical experience. Apple has only 12 hour a day service so I haven’t been able to call them sometimes when I need to most. Now that it is the middle of their day, I have been holding for more than a hour already. The first time I called, I was told after an 8 minute wait (their estimate) and after a lot of time consuming connumication with a tech, that I woudl have to be transfered to a specialist. I then began waiting longer. After the battery on my phone was about to give out, I heard a distinct click on the line as if someone was hanging up, and the call was disconnected. Calling back right away I was told this time that the wait for a tech would be 15 minutes or more. After five minutes with that tech I was told I would have to wait 45 minutes for the specialist. The specialist in this case is about Mac’s much ballyhooed Leopard and Time Machine. It is the worst, many times worse than Dell, the only other computer service program I have tried.
Madeleine baldwin on January 27th, 2008 at 12:22 pm | Link
My computer was hibernating on my desk open and I went to it, woke it up and there was colorful lines running vertically for about 2 inches from the righthand side. An hour on the phone with AppleCare and they say its a loose cable. They make a “Genius” bar appointment for me. I go and wait an hour, despite the appointment. The “Genius” pinched the side of my screen and a black blob spiderweb formation stretched out across the screen. He says “Well obviously this is cracked” I say, I feel no cracks anywhere! The book is pristine, no damage anywhere. He tells me its an internal crack that is deemed “accidental damage” which isn’t covered on the warranty and its 600 bucks to fix. I was livid. It was just some colorful lines until he messed with it!
3 hours on the phone with AppleCare tonight and they tell me they cant make an exception. I will call back every day until i get somewhere with this.
Holly on January 27th, 2008 at 8:35 pm | Link
a week ago my battery stopped charging. it just said no batteries available and if my charger even accidentally fell out my mac would shut off. i made an appt yesterday to go in and when i was packing up my computer and making the appt i picked it up and there was a crack in the lower right hand side of the screen. i went to my appt anyway with an additional problem now, and they replaced the battery no questions asked. then i was told it would cost at least 600 to fix the screen. now today the screen is back to saying no batteries available. i can not win with this computer.
keri smith on January 31st, 2008 at 1:17 pm | Link
Same story for me. I carry my computer in a $200 waterproof hard pelican case - just so it’s protected. I opened it up one day and surprise! A big black hole appears along with a small crack. It’s gotten worse over time and when I took it in they accused me of lying and said that there was evidence of damage that isn’t covered under warranty. They said that 99% of computer users have no problem with their screens. Sure doesn’t seem the case from this page. I told them I’d looked online and it looked like a common problem but they would not admit it. Completely ridiculous!!
Holly on February 15th, 2008 at 4:03 pm | Link
whoa whoa….
“pinched the side of my screen”
if it is a “an internal crack that is deemed “accidental damage” which isn’t covered on the warranty” he produced it by pinching the f***ing screen.
who the f*** taught this guy that applying a decent amount of pressure to an LCD is a troubleshooting procedure.
more than likely it IS a loose cable, take it somewhere else.
find an independent mac service center (they do exist) and have them look at it.
Andrew on February 27th, 2008 at 11:14 am | Link
My Macbook failed to boot two weeks ago so I called apple support. They agreed that the problem was covered under warranty so I sent it out. When they recieved it, they noticed a scratch on the monitor. They called me with a quote of $12,50. to repair the display damage. I said - no thank you. They said - we don’t do partial repairs. They sent my computer back to me, still broken and with greasy finger prints all over it.
This might be their latest scam. They’re not claiming that the scratch caused the boot problem. They’re just going with the “We don’t do parial repairs.” bull****.
I contacted my attorney. He asked me if I knew anyone else who had been affected by this “policy.”
Derek on March 15th, 2008 at 10:21 am | Link
I cracked my screen as well and can’t get anywhere with Apple/Applecare.
The crack is not the only thing wrong with my Mac - it constantly crashes, mail locks up, Safari sucks and I know there is something wrong internally - the smartasses (GeniusBar) at the Mac Store say there is nothing wrong….
I am not very impressed with my Mac anyway and now have an excuse to get rid of it and back to a PC.
Rob on April 19th, 2008 at 12:02 pm | Link
I have posted under a similar topic. Owned a very expensive mac laptop for 4 months - done nothing to it - it has only been out of the home once and that was 2 months ago. Screen cracked - before our very eyes, started as a funny looking spot and then off it spread internally. Apple have been miserable to deal with - insisted we had done something to it. We are determined to spread the word that Mac is crap and this is obviously a serious design flaw which they are trying to deny/cover up!
MAC IS CRAP on April 23rd, 2008 at 5:34 pm | Link
i hate the mac staff! they are soo RUDE! especailly the canadian ones. i’ve actually found that the american service better. MAC is a bunch OF LIARS TOO…. they say u get a 1 yr warrentty, but then they only give u 3 months of tech phone support! what a bunch of BASTARDS!. i’m soo pissed & annoyed, i love mac products, but i cannot tolerate their crappy staff & big fat lies any longer.
i hate the mac staff on May 13th, 2008 at 5:44 pm | Link
I have my macbook for about 6 months…opened it up last week to find that my screen was cracked…took it to the apple store and the “genius” also told me that this couldnt have happened on its own and that the warranty does not cover damages…so tell me why the hell should i pay for warranty that wont cover everything…im really upset cuz i love my mac..im a college student and its very convenient…but they have horrible customer service then they want to charge almost $800 dollars to get it fixed…thats unrealistic….i found some website online that will repair for much cheaper..ill have to resort to that…i say that there has to be a way to get apple to change their warranty coverage
Ang on May 22nd, 2008 at 8:22 pm | Link
I too recently purchased an apple I mac and the screen cracked whthout being dropped. Opened the screen and there it was a crack who could have known that the simple act of opening and closing a laptop could cause the screen to crack? This computer is only 2 months old!!!!! and yes I am pissed because of course the customer service department has saisd its not covered, It is clearly a defect something has to happen with apple, they have got to do better!!!
MY COMPUTER HAS NOT BEEN DROPPED!!! I do have a old HP and it has been throught a lot but my screen looks great!!! go figure!!!
V Edwards on July 21st, 2008 at 10:34 pm | Link
Wow, same exact problem. My best friend purchased a Macbook 3 weeks ago, and came home to a cracked screen. Took it to the “Genius” bar, only to have them accuse him of being a liar. They insisted he must have done something to damage it. Took it back to the store it was purchased from and their “Lead Genius” kept poking the screen and said — “here is the point of impact”. Well yeah, the point where all you geniuses keep digging your nails into! They said it was statistically impossible to have cracked on it’s own. Which it is. However, it’s UNREASONABLE and totally within “normal use” to open and close the screen! So guess what, THAT is the motion that caused the crack, GENIUS! The computer not even being 30 days old, we dug in our heels until they replaced the computer. The store manager said this has never happend, but I don’t think they wanted us disparaging the computer (or CS, etc.) in front of so many other customers. Fight the good fight, they are busy calling their customers liars, but they are the ones telling mistruths! There is NO WAY the GM of this store has never seen this happen before, I just wont believe it. This product needs a recall. Hope it doesn’t happen with the new one.
Dnovick on September 14th, 2008 at 6:40 pm | Link
I have the same problem and this is awful!!! I wish I NEVER brought a MAC. It cost too much money to rob people. I am a professor and I have just decided that I am going to work to launch a campaign against this company that takes no responibily for it’s faults. Having a great product does not mean that you should abuse people.
R. Blake on November 18th, 2008 at 6:11 pm | Link
I will never buy an apple computer ever again. They have the worst service and products I have ever bought. They are making me buy a brand new screen that i didn’t even wreck. They are saying the screen will be $600. I bought my computer for almost $2,000 and it has not even been a year. Apple does not care about their customers and all they care about and taking peoples money. Hp’s are way better.
anonymous on November 21st, 2008 at 10:32 am | Link
My college student daughter bought an Apple laptop a few months ago and now “mysteriously” has a cracked screen. She very seldom takes it anywhere and has a good case for it. She always has it on her desk and locked in her apartment bedroom, which is not accessible to the other roommate. She took it to our local store and was told “she did it!” and/or “try to get your roommate to confess what they did!” What in the world!!!! This girl paid a lot of money for this computer and also paid for an extended warranty. She paid $2,000.00 to Apple the day she purchased it. What are they thinking? And why will they not accept that there is a problem with the screen - maybe not all of them, but obviously from all the blogs and lawsuits, something is going on. There is a lawsuit over the Iphone regarding a crack in the phone causing screen problems. Could that be a possible problem with the Macbook? I hate to see all these people run this company in the ground but that is what they deserve if they continue to treat people this way. Our economy is going to force people back to regular PC’s because they can’t afford to take a $2,000 (or more) chance on an Apple product. Another American company going down hill due to their own fault!! Will they want a BAILOUT? Not with my tax dollars they won’t!
P. Burgi on December 15th, 2008 at 9:39 am | Link
I just had nearly the same experience. My computer has been out of the box 4 days when the screen not only cracked but started chipping. There has been no opportunity for this to occur by “accident” as no pressure has been applied nor are there any markings anywhere on the machine to say that it was slammed or something left inside. Apple will not bend on its “accident” measure and now I am stuck with a broken screen due to a parts failure on Macs end.
I have always heard of Chevrolet or Microsoft (Xbox) ignoring product failure but NEVER would thought that could happen with Mac.
Tyson G on February 23rd, 2009 at 9:37 am | Link
Has anyone had any success with the repair of their screen? We have officially been told that it will cost my daughter $800 to repair her screen. I am ashamed to say that we fell for the “Apple mumbo jumbo” of how great the Apple computers are compared to a regular PC! This may be true if you don’t have any problems with the Apple but the complaints on the internet proves that theory wrong! am a single mom and my daughter used her student loan and financial aid to buy this together with a worthless warranty not worth the paper it is written on.I wonder how many other kids have done the same. Now I have to take everything I have to buy her a new computer (I believe it will be an HP like mine at less than $1,000) but how many kids are not as fortunate. I have never in my 40 years done it but I will be reporting this problem to the Attorney General and the Better Business Bureau. I am sure many others have done the same but to no avail! Maybe one more complaint will put them over the edge! Let’s all hope! I would like to know what everyone has been told recently!
Patty Burgi on March 17th, 2009 at 6:42 pm | Link
I’ve had very similar problems…
I’m currently on my 3rd mac.. Out of the 3 only one worked well.
My first one was the original 2001 white iBook, which i purchased in October of that year (i think it was the generation 1)…. That thing constantly froze on me, deleted random files, and by July of 2002 it completely crashed requiring a hardrive replacement.
In November of 2004, I purchased the PowerBook G4 12inch.. I LOVED that computer.. For the most part it worked fine until the hard drive failed in January of 08..Unlike the iBook, I was really sad to have to replace that one. The only major problem i had prior to it crashing, was the fact the battery stopped working and had to be completely replaced (same thing happened on the iBook). Oh and the metal next to the keyboard coroded and had to be replaced.
So in January of 08 i purchased a Mac Book Pro 15 inch. From the second I took it out of the box, the 9 key on the keyboard didn’t work.. Thus it had to go in for repair right off the bat, and have the keyboard replaced.
Fast forward to October, I wanted to show my mom something from an episode of the x-files, so i put the disc in my computer… i realize as soon as i put it in and look at the dvd menu, i’d put the wrong episode disc in, so i go to eject it, and it won’t eject. I take it to the store, and they have to use tweezers to get my disc out, as there is metal blocking my drive.. I ask them if they’re going to warrenty it, and they say “no due to the fact you have small dents in other parts”.. while i admit i don’t take the best care of my computer…There is no way that dude to my actions a piece of metal broke off in between me putting the disc in and trying to get it out.. the laptop was on my table the whole time, i never left it, it wasn’t hit, dropped or even remotely or actually moved for that matter, during the time i had the disc in. So here I am, with a computer thats less than a year old and i can’t even watch DVD’s on it.
Then in December.. my friends were over and we were watching vids on my computer.. it was perfectly fine.. my friends and i go to a concert… i leave my computer on my night stand.. when i get home i notice a crack in the metal at the bottom of the screen. Over time the crack got progressively worse..to the point the metal completely broke apart on that side, and a crack developed on the otherside, which now is also broken off. I give it about a month until my screen falls off all the way…. like it’s so bad the i can lay the screen out flush with the other part of the laptop.
I swear iPods are the only semi-reliable mac product.. and at least they warrenty those.
Samantha on May 5th, 2009 at 4:05 am | Link
i wrote “dude to my actions”.. i mean to write “due to my actions”… it’s 4am and i haven’t slept.lol.
Samantha on May 5th, 2009 at 4:06 am | Link
Here is copy of email I sent to Apple regarding my ibook screen cable failure. I have yet to get a response; otherwise my independent mac repair may get another one to try and repair and undoubtedly end up in the junk rack….
Dear Apple,
I have been Mac user my entire life. I recently purchased a mac maintained ibook power PC 750 serial # UV24366LQ5. It is the second one I’ve owned; the first CPU was permanently damaged by a shorted out display cable. Now, this second ibook, has the same exact problem. I was assured by the certified mac service people that this was not a problem to even be concerned with, and that they never even heard of this problem in the past. Now, after six months of use, the same exact problem has occurred.
Needless to say, I am very disappointed with the clear lies and the fact that this otherwise simple problem could have been solved by either the mac service dept replacing the known cable defect (not a simple job, from what I understand), or just tell me the truth so I could have made another choice. Perhaps even engineering better cable design for this clearly obvious defect, so it could more easily replaced.
Aside from this scenario, I have yet to find any other problems or issues with my macs or usage up until this ibook. Please help!
Jef on June 22nd, 2009 at 11:46 pm | Link
Unfortunately, when problems occur with mac products you have to go the “Genius Bar” for assistance, which to the most part is staffed by helpful individuals, though none really technically savvy.
I met a particularly arrogant chap at the Tucson La Encantada Apple store. Keegan Allen, is the so called Lead Genius. He obviously dislikes anyone who has a higher technical education than him, because if you even hint at the fact that you know something technical about an apple product he becomes defensive in his manner.
Perhaps that is because as a pima county graduate (qualifications not actually stated on his linkedin profile http://www.linkedin.com/pub/keegan-allen/8/310/27) he feels inadequate.
The apple customer service “experience” is definitely hit or miss, often takes far too long to see anyone, even with an appointment, and is run like a disorganized airport check-in.
Long time mac user since 2000. If I’m going to spend over $10,000 on apple products then you should care what I think. Apple should take note and care about their customers, especially when we can post the information online these days in a matter of minutes to thousands of people. I am NOT happy.
Following the replacement of the logic board for a macbook pro, it has misaligned ports, no serial number, can’t back up to time machine, and over heats. On the phone the customer service technician was very helpful, and said that the installation of the new logic board, which was carried out in-store, was not a completed job.
Justin JDOG Marks on August 29th, 2009 at 8:27 pm | Link
Does anyone know the web address or postal address to send a complaint/compliment letter to Apple concerning a product? A name with the persons title would also be helpful. The specific product is a Macbook Pro. I’ve looked but am unable to find it. I realize a call to apple support could be made. I just don’t want to fumble thru a conversation on the phone with an accent I have trouble understanding and vice-versa. Thanks…..
Tba Smith on September 13th, 2009 at 6:38 pm | Link
Has anyone found a solution to cracked screens. Our daughter’s screen cracked and we got the same old BS answers about not being covered underwaranty, etc. Anyone have any solutions?
Kim on November 1st, 2009 at 2:55 pm | Link
Kim:
Boycott, stop buying Apple products?
The market is full of comparable laptops that cost 1/3 to 1/2 of what a comparable Apple has. If you want a MacOS looking operating system you can go Linux (which is free) and get comparable software (for a grand total of free ninety-nine).
Over the Macbook Air (which is the comparable model given I have a netbook) I have
2 Extra USB’s (3 vs 1)
)
a 5 in 1 card reader
a wired ethernet connection (so archaic and unhip, I know
a lot of extra cash in my pocket
Oh btw, there are linux distros that are optimised for netbooks, and that stuff will run faster than MacOS
Andrew Medina on November 2nd, 2009 at 8:27 am | Link
My son called 9 weeks into the fall semester that his new MacBook Aluminum screen cracked. Tripped over ethernet cord, which pulled the laptop off the desk onto a chair. Clearly this was accidental damage, but I expected Apple to help me with this due to the design choice to use glass on a laptop. The Genius Bar guy was not in a position to do more than share the warranty policy, but he did pass along that there are 3rd party service companies that specialize in Mac screens. He recommended iResQ. Whereas Apple quoted between $700 and $1000 (in store vs. send out to Apple) repair, the iResQ screen glass replacement is $209 including shipping. I only wish Apple would provide this service directly. Not only does there appear to be a market for the glass, there is also a need for the goodwill.
Rich on November 6th, 2009 at 9:56 pm | Link
I’ve had my new macbook Pro for 5 days! Its been in my studio the entire time. I opened it to use it today and noticed 2 hairline cracks on the 17′ screen. This is my 7the macbook pro laptop. I’ve never had an issue ever. Im going to the apple store today, I’ll update the result. I can tell you nothing out of the ordinary has taken place to this laptop! If you know me I take great care will all my items. I expect they will do the right thing however im a little concerned! Will update later.
Eric Dean on November 18th, 2009 at 7:13 am | Link
SAME THING HAPPENED TO ME. SCREEN BROKE. APPLE “GENIUSES’ INSINUATED THAT I WAS LYING. MADE ME ANGRY, AND SET ME TO SHOPPING FOR A PC. TOO BAD. I LIKE APPLE.
matt & Cathy Kelley on December 7th, 2009 at 12:01 am | Link
I purchased my MacBook in June 2009 and opened up my Macbook in September 2009 with a tiny hairline crack that began just left of the iSight camera which has grew in recent months and now looks awful, I was so disappointed as you all know Mac’s aren’t cheap, I took it to the genius bar and left it in for “evaluation” and they called to let me know that it was done deliberately, as if! & they then told me it would cost around £200.00 to fix it. I refused and just took my Macbook home with me. But I’m getting so fed up looking at my screen I think I’m going to resort to paying apple the money to fix it as I’m not sure how getting someone else to fix it will effect my warranty (WHAT WARRANTY?!) If anyone has had the same problems please comment so I’ve an idea what to do next. (I still have a further 6months left of my warranty)
Many thanks, Jessica x
Jessica on December 29th, 2009 at 9:16 am | Link
I just wanted to let you know I was able to find an OEM screen for my sons cracked MacBook Pro. Although I was not one-bit-happy (no pun intended) with having to go thru any of this and I am extremely frustrated with Apple (I can assure you 100% that I will not buy another one or allow my children to) at a company called etech. The cost was $99.99 and shipping was $20. I replaced it myself. It was not to difficult and I have no training in stuff like this at all. I did notice you have to be careful around the camera. There is a little metal bracket with 2 pins in it - one on the right and one on the left - there is a hole in the bracket that goes around the lens. Don’t lose it - you will have to reuse it when you put the new screen on. There is a video on you-tube showing how to replace, although I believe it is a Macbook and not the Pro. I still found it useful in helping me do this project. I am looking forward to the day I find out that someone has decided to take Apple on over this. Close to $900.00 to get them to repair this is ABSURD! I see now why the colleges will not provide the same service for Apple as they do other Laptop manufacturers. I wanted my son to leave it broken and put a sign on the outside saying “This is Why you don’t Want an Apple”. I figured in 4 years of college a lot of students and parents and faculty and staff and coaches would see it. I also was recommending that he include “Apple wants $900 to Replace the Glass on this Screen!”
Tba Smith on December 30th, 2009 at 9:24 pm | Link
my macbook screen cracked as well and the “genius” bar folks told me it would cost $500+ to repair it… why make laptops that r so fragile?? laptops are supposed to be carried from one place to another… build something that is more rugged and tough… anyways, anyone hear of iResQ or have worked with them?? they claim to fix the cracked screens for $99 and are supposedly apple authorised service provider…
Muneer on January 20th, 2010 at 9:40 am | Link
I just had this same issue. I purchased my macbook in May 2008 and have taken really good care of it. For the most part I haven’t had any issues until a few days ago. My airport stopped working so I planned to go to the Genius bar today anyway and when I woke up and opened my computer the screen was cracked. I get to the Genius bar and the girl changed my internet preferences and said it was “fixed.” As for the screen she said it was clearly accidental damage and kept poking the screen making it even worse. She said it would be $750. I asked her why they fix some people’s computer and iphone screens for free and she denied it even after I gave her multiple examples of people I have seen/been with saying they dropped their product and the Genius saying “I’m going to pretend like you didn’t say that” and fixing it for free. She then knocked the price down to $300 and I spoke to the manager who also said they don’t do things for free and calling me a liar when clearly they are the liars. My dad called the store shortly after and the girl on the phone said they do in fact replace stuff for free sometimes at the Genius’ discretion. He asked if they would meet us halfway after doing research on the internet and realizing there is clearly an issue here. She said she would talk to her manager and find out…we’ll see. I am going to shop around at independent retailers but I still have internet issues. I called applecare about the internet which the Genius never actually fixed. The woman at applecare was very helpful and she figured out it was most likely a hardware problem so I have to go back to the apple store. She felt really bad and said that the Genius’ need to be doing more than what they did and that they acted inappropriately. Unfortunately I love the mac so much I can’t see myself ever going back to a PC. The computer has been really great and easy to use until now.
Rob on February 1st, 2010 at 12:06 am | Link
Hey everyone,
Sorry to hear about everyone’s problems with their broken screens. If you are looking for an affordable iBook, Powerbook, Macbook and Macbook Pro screen repair company that does local repairs (if you live near one of our service areas), check out http://www.crackedmacscreen.com.
We have branches in
-Philadelphia, New Jersey, New York City, Delaware
-Detroit, Ann Arbor, Lansing
-Columbus, Ohio
-San Diego, Los Angeles
-Baltimore, Washington DC
We come to you for repairs and charge about 1/3 of what the Apple Store does. Repairs take about 30 minutes and we do the repair in front of you.
Thanks!
Trevor on February 10th, 2010 at 8:54 am | Link
I was asked…did you have your laptop out in the cold weather? Severe cold for a period of time could have caused the crack…come on, I live in the northeast…what kind of design is that??
Also, how is it that to replace the screen is 30% of the cost of the laptop and if the plasma breaks it’s more than 50%?
And how is it that a 13″ piece of glass costs more than my 6ft, double glass patio doors with all the bells and whistles to make then energy star rated?
Oh, and my iPhone? If that 4.25″ x 2.25″ glass breaks, it costs $200 to replace! I never would have bought either Apple product had I known this.
Seems to me that they make their money the same way razor companies do - it’s not the cost of the laptop, it the cost of the repairs.
Apple told me that they will reveal this to buyers if specifically asked during the purchase process - seems to me very, very shady and deceitful - to the point of being unethical.
The fan in my laptop went crazy, suddenly there was a huge crack in the screen. I was told there was no correlation & since the screen was cracked that the entire laptop was out of warranty but they would look the other way and fix the fan. Uh?
After 2 trips to the Apple store and embarrassing myself with a loud voice, lots of tears of frustration & disgust and telling prospective buyers of my experience and the manager seeing his prospects walk out when they realized the massive potential additional costs, I got me laptop fixed. I am extremely thankful but I shouldn’t have to go through all of that.
The design is bad, the policies are deceitful and I’m simply disgusted. Ugh.
Elizabeth on February 26th, 2010 at 6:08 am | Link
My laptop for school is a Macbook and my screen broke, and apon talking to friends there have been a lot of cases of the screen breaking it may cost me Mac should do something about it
Nate on March 11th, 2010 at 7:04 pm | Link
I have the same problem and its going to cost me 350.00$, that is only if I’m lucky and both screens aren’t affected in which case i’ll be paying 750.00$. Three months after buying my macbook this happened and it was covered under my warrenty. no biggie, right. then it happened again six months later. dont be like me and by a mac because you think its hip and cool to own one. Trust me you will regret it
jonathan iraggi on April 7th, 2010 at 11:18 am | Link
Yes I agree with everyone. Apple macbook pro’s suck and so does apples customer service and standing behind their warranty. I myself have a Sony Vaio and love it. My gf has a macbookpro and got a crack in the screen , and didnt do anything to have caused this. How about a class action lawsuit? Im going to look into it. This is bs
Daveyboy on April 12th, 2010 at 8:18 am | Link
Daveyboy-if you can find someone to take on a class action suit-PLEASE share it here
John on October 6th, 2010 at 11:49 pm | Link
I opened up my Macbook one day after it had been sitting on my desk with an external monitor attached to it and the screen was cracked. I swear on my life I did nothing to crack the screen. I took it to the Apple store and they literally laughed at my when I showed them my computer. Luckily, one of the nicer employees told me to do a Google search for a third party company that could fix my screen.
I found Crackedmacscreen.com and can say with the utmost confidence that they will make everything right. Two-way overnight shipping was included in their price that was already like half of what Apple wanted. A real class act.
Justin on November 8th, 2010 at 4:20 am | Link
Well I must say that the Apple store left me very satisfied today! Yesterday evening I found that my laptop screen was cracked and the crack was getting bigger by the minute. So my roommate started to look up why this happened and what would Apple do about the situation. Almost All the forums she read was negative results, people saying that Apple Tech said that it was their fault and that it couldnt be replace. I started to cry, because I had just got this computer nearly 10 days ago, and thats alot of money to just go to waste. So I called Apple the next morning and they scheduled me an appointment to come in. So I went in and told the tech that my computer screen broke for some strange reason and how I got it 10 days ago. He looked at the computer and said well it doesnt look like it was physically damaged and he went to go speak to his manager. When he came back he told me that I can just get a new MacBook. I was so relieved! So then I asked how long would it be before I can get it and he said oh we have one for you TODAY!!! I was sooooo HAPPY! This was my story, I LOVE APPLE! They did not do me Wrong!
Harmony on March 10th, 2011 at 12:27 am | Link
I installed Qutecom on my macbook. I logged on my own Jumblo account, it works normally. After while working, i tried to logged on my friend Fastvoip id after logged our my Jumblo. But, i guess, the Jumblo account not logged out and the Fastvoip account also logged on simultaneously. Now both are not work, again i unable to use my own Jumblo account also. I tried many ways and searched in google. I cant get exact solution. I am eagerly waiting for your perfect solution. I feel Apple is not user friendly, its too difficult to use. I need clear solution for my problem.
sami on August 15th, 2011 at 3:22 pm | Link
My son just opened up his Mac Pro computer and the screen was cracked. Nothing he did at all. He just woke up in the morning opened it up and there was a huge crack in the screen. What’s up with this product? Who is the idiot that designed this product.
Apple better have some warranty for this or I’ll join any class action suit and I’ll be contacting people I know who will clamp down on companies doing crap like this. My son is in the midst of exams and this happens.
Paul Hager on November 10th, 2011 at 6:49 am | Link
Not a regular macbook..but an MBA….I’ll share my story here too…
The display is failing on my MBA. Took to Apple Store where tech/ manager pinches screen/ abuses computer MORE than it ever has been before then says that WE damaged the computer. Now…..the screen damage is MUCH worse than before I took it to the store. NO damage is visible on the screen…it is completely intact. Computer is unusable and Apple refuses to fix it under warranty. It is a faulty VDC/screen or poorly designed screen computer for a portable computer and cannot handle normal use without “breaking” and Apple continues to try and blame the customer for poor quality parts or design. It’s almost as if the store management kenw to pinch the screen to trip some sensor to get out of honoring the warranty.
This product clearly failed with normal use. The product was not misused or abused. Basically it appears that Apple corporate policy is to attribute anything wrong to “This issue is one that is the result of an accident, abuse, or misuse.”
I’ve owned several laptops of many brands and never once has an issue with the display being deemed the customer’s fault. Additionally by doing a little googling, it seems there are LOTS of Apple users across all their laptop product lines who have had screen failures and even cracks and breakage mysteriously appear with the computer just “sitting on a desk” overnight … leading one to believe there is really a display build or design issue with the products that Apple is knowingly trying to hide.
The unit has been evaluated by and independent Apple certified service shop. In their opinion there are no signs of any (physical) damage to the unit and there is no explanation for the screen damage that is no so bad the entire screen is virtually useless.
At the Apple Store is was quoted $360 to repair the unit. After complaining that the screen problem is component failure and not damage the manager disagreed but offered to repair for 1/2 price or $180. I still balked as I feel that Apple should honor their warranty and replace a faulty display under warranty. Now Apple are quoting nearly $800 to repair the display. The purchase price of the unit was only $999 and I’ve seen newer units as low as $899.
Additionally, the independent Apple certified repair shop have been surprised by Apple’s treatment of this problem. The repair shop is surprised at Apple’s unwillingness to fix this issue as well as their unwillingness to even discuss the issue. One must wonder if Apple is engaging in retaliatory behavior against the customer for filing a complaint….I filed a complaint with the BBB…
All attempts to discuss anything with apple about this unit are met with “This case is closed”
Pam on December 2nd, 2011 at 9:05 pm | Link
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Maryann Delaglio on December 17th, 2011 at 7:05 am | Link
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