We purchased a macbook pro for my daughter for college and on her flight
home for a funeral, the jolt of the plane landing cracked her screen. Apple
refuses to repair it since they consider it accidental damage and they now
want another $1,200 to repair it. Doesn’t sound right that it should break so
easily. Any suggestions besides throwing it out and buying a Dell?
That sounds pretty annoying (and expensive).
I have to say though, that I don’t really think Apple should repair it under any type of warranty. By your own admission, it was an accident that caused it. Perhaps you can ask the airlines for some compensation.
I do wonder though, if you got “all the information” from your daughter (or if she really knows when the accident happened). The reason I ask this is not because I think she’s not telling the truth, but because I have a macbook pro, and I’ve dragged it all over the place, including international flights, into rainforests, on crazy bumpy boat rides, etc, etc. I’ve never had an issue with it. I do properly protect it, but it has taken its fair share of jolts (and worse). Many pro’s also can carry their macbook pros all over the planet. I would find it hard to believe that a bumpy landing cracked the screen (now if some other thing slammed into it , that’s different), but I guess anything is possible.
I don’t think buying a dell is going to change things. You may want to call your homeowners and renters insurance company and see if they’ll cover it.
Although this is a complete bummer, I don’t think it has much to do with Apple. They never claim to have indestructible laptops. I’m curious as to whether your daughter had checked her laptop or carried it on. I never check my macbook pro when I fly.
If your daughter carried her laptop on with her and she’s saying the force of the landing cracked the screen, that must have been one helluva landing.
Go with a Dell… Get their Gold Support. This Warranty will cover accidental drops and such, and puts in the price at the same price (if not lower) than a MacBook Pro.
Tim on September 5th, 2007 at 12:59 pm | Link
Well, its not covered under warranty so I dont know what to recommend other than simply paying to replace it.
Look for past articles I have posted on here dealing with bent macbook pros. I paid nearly 1400 total for mine to be fixed.
It really sucks and I agree that the screen should be covered under ANY type of warranty.
Whats interesting is that when you buy a Mac Pro and a display with AppleCare, the display is covered under AppleCare but isnt for laptops. I wonder just why this is? It seems that if you are going to cover displays on one product it should, in principle, be covered under other products.
Uh ohhhh, I think I may have another complaint to write!
my mac notebook cracked. i did nothing wrong but when i went to the apple store they said it is an accidental damage and there is nothing they can do. it will cost me 755 to fix. this is not my fault. this is crazy. i used it fri and it was fine and now it has a crack on the bottom right corner.
pat on December 17th, 2007 at 7:46 am | Link
I’m having similar problems with my macbook. I’ve only had it for 2 months, I purchased Apple care, and this is what happened to me:
Opened up the laptop one night to use it, everything was fine. Closed the laptop to prevent dust from getting on it while I watched a movie on tv. Opened up the laptop after the movie was over. First thing I noticed was a blue line running down the middle of the screen, then there was some black patches. Over the days it progressively got worse. It looks like it is cracked internally. I brought it to my local apple repair centre, they sent photos of my screen to Apple. Now Apple is refusing to repair the screen, claiming that there was physical damage to the laptop…which there was not! There’s no logical reason why this should have happened to my laptop, and I’m extremely disappointed with the lack of understanding or customer service I’ve received from Apple. Biggest waste of $1900 I’ve ever spent! I’m now stuck with an unusable laptop that I can’t afford to fix (I was quoted $925 to replace the screen). Any ideas on what I should do?
I was considering filing a complaint with Better Buisness Bureau
Lindsay Chapman on January 27th, 2008 at 12:57 am | Link
Dell now offers Complete Care against accidental damage, and in addition, they offer LoJack Theft Protection. Apple customer service and support still sucks donkey balls and I will still refuse to buy from them because of this. If they would only offer a comprehensive support package at a reasonable price, I would buy one of their products, but until then, I will continue to buy from Dell.
surd on February 28th, 2008 at 12:19 pm | Link
My MBP was 18 month (or a little less) when I first bought it in July of ‘07. The first week I had it I noticed what looked like a mosquito along the right side of the screen near the bottom. It didn’t clean off the screen though and the next day it was bigger. Eventually it spread to 60+ percent of the screen. I scoured the internet for a new screen which I eventually found one for 195 dollars from Smart-Micro in Texas. (Plus shipping and insurance about 235 dollars) delivered the next day (FedEx) In the months between when the damage occurred and when I fixed it I caused further damage to the bottom pan. So when I fixed it a few weeks ago I emptied out the bottom pan ( that means the computer was disassembled into its component parts) I banged the bottom pan back into reasonable and workable shape and replaced the screen in about two days. I couldn’t afford what Apple wanted for the screen replacement (800 dollars) I never asked about a new bottom pan (235 dollars just for the part at Powerbook Medic.com) I downloaded step by step instructions from both Apple and PowerbookMedic.com. and I’m sure there are others out there. Broken screens are a common thing.
Aristotle on March 5th, 2008 at 9:20 pm | Link
Well well well
This is the first time I have ever posted a concern on the web, but here goes.
lt seems that Apple is shying away from it’s responsibilities. We have just gone through the same lack of service.
My laptop has a crack after 12 months. It is in an excelent condition like new,not even a mark on it. We simply put it away as we were going away and when we went to use it there was a crack on the screen. They said it was abuse. They said we either left a pen on top of the keyboard and closed the lid or we stood on it or dropped it. What a hide. They didn’t even want to consider the possibility of their product having a fault. I think there a more people out there with the same problem, and after reading the individual cases above I am not going to leave it at that. So to every one with the same situation don’t give up, post your problem on the net.
I am going to get as many cases off the internet and copy them, stand outside an APPLE store and hand them out until they want to treat me like a customer. By the way Apple, we have two of your notebooks because we thought you had good service. Hmmmmm.
I know now and so will many more people that I know.
To the Apple management, I’m sure you have gone to training seminars and have been told about the word of mouth principal,, tell one person,he tells two, they tell four and so on.
Con on April 10th, 2008 at 4:26 am | Link
Yes we have just discovered the same! A crack has appeared from nowhere - used it at home last night and opened it this morning at home to use and there is this horrible line running down the screen. We have only had it since Christmas so will be expecting Apple to come to the party as here in NZ we have our own consumer warranty act that covers this sort of thing so Apple better get it sorted or else.
It does not inspire confidence in the product though as we have done nothing to have caused this - how vulnerable are they? - it must be a design fault surely?
Stef on April 13th, 2008 at 10:12 pm | Link
Thanks for your comments Stef.
I hope in NZ customer service is what it’s supposed to mean.
Don’t let them get away with it
I am getting as many cases documented as possible
And to those that say screens don’t just crack for no reason, they are correct. They crack due to some sort external force or a defect in the product.
Either theory should be examined by the manufacturer properly and not by a young junior in a service store, who only takes a digital picture and sends it to Apple for a judgement.
Please keep them comming.
Con on April 14th, 2008 at 3:34 am | Link
I have noticed that there are a number of threads here regarding broken and bent macbook screens. You may want to look at the “similar complaints” below or use the search tab above to locate them.
I too experienced the same problem with my macbook.
The crack on the screen of the computer suddenly appeared and the claim the damage is caused by heavy objects or falling is not true. I come from a family of heavy laptop users and have never encountered this problem before. I believe mine is a manufacture default. I agree that it should be examined by the manufacturer properly and not by a young junior in a service store, who only takes a digital picture and sends it to Apple for a judgement.
Disappointed with Apple on April 17th, 2008 at 9:35 pm | Link
To all the people with cracked macbooks.
With your comments can you please describe where the crack on your screens start and end up. I’m just thinking maybe they all start from the same area . If this is the case Apple has a case to answer.
If not only for us but all future victims
Con on April 19th, 2008 at 3:06 am | Link
Well I’m back bruised and very disappointed! Apple have taken their usual stance and I quote “you must of shut an object like a pen between the screen and keyboard” story came out - this has been previously documented by someone…btw no one at the store where we purchased has even bothered to look at it - we had to take photos of it and send them overseas and that is what they based their decision on. We will be pursuing this with our Consumer guarantee act - keep you posted.
The crack started on the right hand side halfway down and then just spread right across after about 30 secs or so and one line upwards.
Now for the interesting part - when I rang the store and spoke to the manager he sympathised and said to keep on at “them” as he had experienced exactly the same - his went on the right hand side halfway down - but he asked not to be quoted as he would lose his job!
Stef on April 23rd, 2008 at 5:20 pm | Link
Steph,
Could you post a picture?
See the following link to inage of crack. No external crack, all within screen.
http://img245.imageshack.us/im.....203bl9.jpg
MAC IS CRAP on April 23rd, 2008 at 9:27 pm | Link
Steph,
My laptop screen looked just like yours. It also started on the right hand side and moved its way across the entire screen. It started with a solid blue line through the middle of the screen then the big black blotches. Apple also gave me the same “you must have shut it with a pen in it” like I’m that retarded.
Anyways I fought them for a month before I finally got someone sympathetic enough who believed me and approved the repair free of charge to me.
Keep at them, and don’t give up!
Lindsay on April 24th, 2008 at 5:59 pm | Link
Thanks for the encouragement to keep at them. We received a very official letter from Apple via email and they are not shifting from their original stance ie we caused the crack. My husband is totally fed up with them and just wants to now claim from our insurance and use the money to get a windows laptop and I must admit I’m beginning to feel the same way. The concern we have is: ok we get a replacement (if they admit fault) and a few months down the line it happens again. I mean we did absolutely nothing to cause this one to crack so how vulnerable are they??
We just feel totally disillusioned and never want to have anything more to do with Apple.
Stef on April 27th, 2008 at 4:02 pm | Link
Bottom right corner. I think it happened by me carrying it or passing it when it was open, like from suppoer through the backing. BUT THAT SHOULDN”T HAPPEN!
Mike on April 28th, 2008 at 12:51 pm | Link
I rang service people again and spoke to someone that was willing to take a look at it - when I dropped it off the guy said they are very vulnerable to a “twisting” movement and he showed me, even if you try opening by the side (why would you as this is hard to do!) or if you place down on surface slightly on one side and drop down the other. This is all sounds to me like they are extemely fragile and for a laptop this is ridiculous. The guy also said the crack spreads when it is turned on because of the heat expanding the screen so this is why it happened before our very eyes when we turned it on. Anyway they have it there and it will be another 2 weeks before they even take a look at it due to backlog of stuff. We will probably end up doing an insurance claim and then buying a windows laptop with whatever we get back.
Stef on April 28th, 2008 at 4:56 pm | Link
Just got my daughter Macbook in August for college. She said nothing happened that could have damaged it but she now has a cracked screen and it’s $1200 to repair. Apparently we should have gone with the Dell that had 3 yr. warranty. Not sure where the crack is but I will find out and would like to compare notes!
ticked parent on April 30th, 2008 at 8:30 pm | Link
Please keep publishing your complaints. We are trying to lodge as many complaints as possible. My screen cracked as well- no pen left in there, no heavy handling etc. A laptop is meant to be a portable device, is it not? Therefore it needs to be bulit to be moved around. A screen lid needs to be quality tested to ensure that after several openings and closings that it does not crack the screen. What ever happened to QT?
Maybe Apple could use IKEA’s chair test as an example..
Apple need to acknowledge this fault. I assure you, i will NEVER buy another mac again if this problem is not resolved.
PS My crack looks exactly the same!
Bee on May 6th, 2008 at 3:54 am | Link
Just noticed a tiny 1/4″ crack on my screen.,.. almost looks like a hair. No clue how it happened, wish Apple offered “accidental damage protection” that would cover this.
Brett Schulte on May 10th, 2008 at 3:13 pm | Link
Against my husband’s advice, last summer I purchased a Macbok for my daughter because we had received $800 dollars in Apple’s giftcards. It turned out to be a waste of time and money since the screen has cracked in exacly the same way as described in all other complaints…..everything looking fine one night and the next morning opening the screen to find a blue line that eventually has extended to the rest of the screen. Apple’s response also the same, claiming the problem is not covered because its the result of accidental damage, and asking for $800 dollars to repair it. $800 dollars for a repair?!!! My father just purchased a brand-new Toshiba with attached camera for $600 dollars…. there is something wrong with this picture.
In our family we favor Toshiba’s products and have had three throughout the last 6 years. My husband travels about 15 days out of the month, putting his laptops through a lot of handling during security screenings at airports and has never experienced anything like what happened to the Macbook just 4 months after purchase.
Such a widespread problem should be considered by Apple to be a manufacturing defect and covered appropriately. After the amount of complaints I have read, I am considering contacting a lawyer to handle a class action suit against Apple, so be on the lookout for information. If we ever get our money back, rest assured we’ll never buy another Apple again. It’s a shame that such great design lacks the quality to match.
Inmaculada Melgarejo on June 1st, 2008 at 8:06 am | Link
Inmaculada,
Sorry you had a bad experience with your mac.
There seems to be a significant number of people in your situation. If you get something going as far as compensation goes, please let us know.
I have had my macbook for 12 months. I only use it every couple of weeks. It was fine when I closed it down. I opened it up a week or so later (in the meantime it had been sitting on a table in my study) and it had a blue crack at the top of the screen, beginning a third of the way across the screen from the right corner. Over the following 24 hours the crack spread down to the bottom right hand corner.
I am horrified to read how many users have had the same experience.
lee on June 3rd, 2008 at 12:45 am | Link
Thanks for the feedback people. Please keep it up and for the new victims, sorry it’s happened to you. Statistically this shows that the problem must be much higher than APPLE wants to disclose.
If anything good comes out of this, is that hopefully people wanting to buy a mackbook might search the web and come across this site.
I would never want another person to go through the frustration and bad customer service that all the above people have gone through. I’m sure though we will not be the last.
Con on June 3rd, 2008 at 1:46 am | Link
My screen cracked today. I did not move it from the table it was sitting on and I came back and there is a HUGE circular crack in the bottom right hand corner! I am going to a retail Apple store here in Denver and I will let you know how it goes!
Danielle on June 4th, 2008 at 9:32 pm | Link
UPDATE! I LOVE APPLE! I took my mac book pro into the store today and the genius explained that I probably closed the lid on something very hard and very small- like a paper clip (but I didn’t). He said that it must have been something but could not find any other damage on my lap top. He called it “pristine” and had the repairs covered under my warranty! I could have hugged and kissed him!
So, I LOVE my MAC and I LOVE APPLE! I hope that others can find someone who is understanding!!!
Danielle on June 5th, 2008 at 3:28 pm | Link
Danielle, I am very happy for you!! However, the fact that your computer happened to be in “pristine” condition and still got an unexpleinable and sudden crack, helps to prove that there is some kind of manufacturer’s defect that makes the screens incredibly fragile. I believe that you are among the very lucky few that found a repair technician that was willing to give you the benefit of the doubt….unfortunately, most of us haven’t been that lucky.
Enjoy your computer and repaired screen! I hope it will last you longer than the original.
Inmaculada Melgarejo on June 5th, 2008 at 7:01 pm | Link
Wow that makes me feel totally depressed! Here I am with a brand new macbook that has never been out of the home and we are still waiting on insurance to get some money because Apple have been mean and won’t come to the party. See when my original post was and you can see how long we’ve been without it! Good luck with your new screen - maybe you will get a replacement without the obvious flaw that there is. We won’t risk another one I’m afraid…
Stef on June 5th, 2008 at 11:31 pm | Link
Unlike many of you, with unexplained cracks in your screens, I was’t paying attention when I closed the screen on my MacbookPro 17″and cracked it on a cable end. Made me sick to see what being in a hurry and getting careless can do (and cost). I found a lcd and will now perform the surgery myself, a little tedious but not rocket science. Should take about an hour or less. If a geek were doing this and charging $100/hr
it would still be cheaper than Mac fixing it. I would not wish to switch back to a PC windows based machine, since the mac seem to out perform my other pc’s even when running windows using Parallels. I will most likely order another screen to keep as a spare for future foul ups.
John on June 9th, 2008 at 10:30 am | Link
I have had the same situation with a MacBook Pro purchased in Aug 07. The laptop was left in my office over the weekend. Admittedly it was very hot that weekend and our office isnt well ventilated when no one is there. So that is the only thing that i can think of, the heat caused the screen to crack, right side at the bottom. Apple refuses to repair under warranty.
Craig Mason on June 11th, 2008 at 1:38 am | Link
I bought a macbook pro last february. Put it away last night in a padded sleeve inside a padded briefcase which I then placed carefully on the floor of my car and drove for four hours on the highway.
Opened the mac up, there is a big black crack in the lower left and white and colored lines extending up from it. I ‘ve had the same experience with Apple - they don’t want to take responsibility for what is clearly a batch of overly fragile screens.
Apple wants 1200 to repair it. Unbelievable.
It is possible that the machines run overly hot which is toasting the screens and generating early failure.
bill schrein on June 21st, 2008 at 11:56 am | Link
I have sad news for all of you about Corporate America. Based on the amount of complaints so far, I got in touch with a friend of mine to recommend someone to start a class action suit. After serveral calls my friend, a well known lawyer in the Palm Beach Florida area, informed me that he couldn’t find anyone willing to take on Apple, because they would surely pull their big lawyer guns. So much for democracy, fair business practices, and taking responsibility for your actions and/or products!!!!!
However, although a small consolation, I have placed a complaint against the company with the Better Business Bureau and will continue to do as much noise as I can until Apple takes responsibility for the poor quality of its MacBook screens. I suggest you all do the same and spread the words as much as you can, since it might be the only recourse us mere mortals have against big business in this “land of the free”.
Inmaculada Melgarejo on June 21st, 2008 at 12:28 pm | Link
I have sad news for all of you about Corporate America. Based on the amount of complaints so far, I got in touch with a friend of mine to recommend someone to start a class action suit. After serveral calls my friend, a well known lawyer in the Palm Beach Florida area, informed me that he couldn’t find anyone willing to take on Apple, because they would surely pull their big lawyer guns. So much for democracy, fair business practices, taking responsibility for your actions and/or products, and justice for ALL!!!!!
However, although a small consolation, I have placed a complaint against the company with the Better Business Bureau and will continue to do as much noise as I can until Apple takes responsibility for the poor quality of its MacBook screens. I suggest you all do the same and spread the word as much as you can, since it might be the only recourse us mere mortals have against big business in this “land of the free”.
Inmaculada Melgarejo on June 21st, 2008 at 12:33 pm | Link
I was walking up the stairs, when I sat down, opened my MacBook, and there was a huge crack. It starts as a line from the bottom right, then travels to the top, on a diagnol, and there is a huge black spot, sort of sketchy. It is going to cost me about $500 at an Authorized Service Provider, they told me not even waste gas going to the Apple Store, because they were going to do crap? Are any you lawyers? Could we get a class action or something?
Tyler on July 14th, 2008 at 6:47 pm | Link
Oh, and dont have warranty, so no options like Danielle. Lucky you!!
Tyler on July 14th, 2008 at 6:51 pm | Link
So I’ve had my macbook for about a year and a half, and two weeks ago I woke up opened my laptop and there was a huge crack down the right side from top to bottom, the screen is usable but many dead pixels appear and disappear.I treat my apple products like gold because they are extremely expensive and I can’t even think of what i could have done to the screen for it to crack. so its obviously not covered under the Apple support (i didn’t purchase an extended warranty) However, I used an Amex gold card (rewards) to purchase the laptop which extends the warranty for a year so it is covered until october of this year. I’m sure i’m better off going into Apple to talk to them, but i’m not looking forward to the genius bar attitude and a $1200 repair bill because its “my fault”. Clearly there is a defect in these screens if this is happening to so many people. Anyone have their screen repair covered by the credit card extended warranty/buyers insurance?
Alex on July 17th, 2008 at 9:31 am | Link
I received a 15” MacBook Pro for Christmas and loved it until the screen spontaneously cracked in the RIGHT HAND CORNER like everyone else’s. The computer was working perfectly and I hardly ever took it anywhere but needed it for a college summer program. If the computer can’t even last through 1 week worth of college courses, how is it going to survive for four years? The guys at the Mac Store in Manhattan were sympathetic and tried to fix it for free but their managers wouldn’t let them. If anyone manages to sue Apple, I’m in.
Amanda on July 19th, 2008 at 1:59 pm | Link
I am a brand new Mac user. I bought a 17″ macbook pro less than 2 months ago. I loved everything about it until last week when a black circle the size of a quarter suddenly appeared on the left hand side of the screen. From there, a very thin crack developed running horizontal across the screen.
I took it into the mac store fully expecting to get a replacemet as I did nothing to the computer other than open & close it on my desk. I never even took it out of the house. I have used it on my lap and on my desk and that is it. I was told by the mac genius that there was a ‘point of impact’ and that I must have hit the screen with something. I am positive that I did nothing to this screen. I paid $2000 for this machine and I have treated it like my baby.
I am utterly disgusted with apple service and also the fragility of this product. I don’t even want a new one because I’m just afriad it will happen again. I’m very sad to say that I will never buy an apple again and I will tell everyone I know about my experience..
It’s depressing because the computer itself is fantastic. We plan to keep fighting with apple to get our money back or get a replacement but I am not paying $1250 for a new screen when I have done nothing wrong.
There is absolutely a design flaw in this laptop. How can apple do nothing when I can find so many people online with this same problem??
Cara on July 21st, 2008 at 7:43 am | Link
My new MacBook has a crack in the bottom right hand corner (not the screen) Urgh! So annoying.
stephanie on July 21st, 2008 at 2:30 pm | Link
My New apple lap top sreen is cracked in the upper left side of the screen near the area where one might open and close it. Who would have thougth that the simple act of opening and closing such an expensive computer would cause it to damage like that? This is so not fair and such a RIP OFF!!! I still can’t believe this. If there is ever a class action suite please let me know vernaewards@sbcglobal.net
V Edwards on July 21st, 2008 at 10:50 pm | Link
Surely not.
(While looking for an Applestore in Hanoi Vietnam, I stumbled on this site)
My screen has done the same thing as the ones above and I am waiting to be near to an Applestore while travelling in the far East. I have about 60% left working and it is strange how you learn to get by, but I felt certain after the celebrations and claim when I bought the powerbook in Magnificent Mile in Chicago in March I would be fine. I was piqued at the three extra charges to get software, a European adaptor kit and the protection, but the beautiful Oriental girl at the door said, “Don’t worry, you’re buying a Mac!” The crack started without any accident or provocation - very possibly a little sideways stress from being in a ruck sack pocket for a day - but that is nothing surely.
Happy to join any campaign, but I must remind you I have not called in the warranty just yet.
Keep up the good work
JOHN
John Montgomery on July 22nd, 2008 at 1:44 am | Link
Guys.
Please keep up the feedback.
If anyone out there can somehow link this site to the Apple enquiries site on the web, (just like trip advisor does with accommodation)
I would be really greatful.
I believed the problem was this big but how much more??
As I suggested in my notes above, please keep it coming. We may not get any help from Apple but we may be able to help new victims.
I have found that you can purchase the screen for $200 on the net and installation between $200-$300. Beware when purchasing the screen. It must be an led backlit screen not a cathotube screen.
Con on July 22nd, 2008 at 3:52 am | Link
I purchased a mac book on June 13th 2008 for my son to take to college (he loves Apple) well on the morning of July 22 he woke to find that the screen was cracked, This computer has never been dropped, transported in a case or anything other than sat on a table. It appears that this crack appears in the area one might touch while opening and closing the computer. There is no dammage to the outer shell at all. I thought this computer can’t be that fragile it cost me $1299.00 plus tax. We have been told that this is not covered under any warranty and that it will cost about $500.00 to replace the screen.
THIS IS A NEW COMPUTER there is clearly some type of defect. This has been the most wasted purchase I have ever made. Apple should stand by its product. YES this appeared out of no where and I see its happened to others. I plan to continue trying to get apple to fix this problem. If this had been some old cheap equiptment I could see something like this happening but APPLE? I am just so dissappointed. I only wish I’d read some of the complaints on this product before I purchased it. Yet another cracked screen. I need help with a solution to my complaint.
vernaedwards on July 22nd, 2008 at 8:24 am | Link
I called Apple care this morning and they have agreed to repair my computer free of charge after I spoke to someone in thier customer relations department. I am pleased with the customer service I received after reading some of the postings I am extermly surprised that the service I got was exceptional. I am not so sure I would have gotted the same service had I gone into the store however.
RE Cracked screen
Same exact problem. A crack near the area where you would close it. Could it be that fragile that closing it causes this? Apple needs to step up and admit the flaw in its screens. My computer is only 6 months old and I can’t believe Apple wouldn’t fix it. The store technician kept saying I must have done something to it! I even purchased the extra warranty but they told me to use my homeowners insurance. With my deductible, it wouldn’t help. I’ve been an Apple customer for many years, but that is about to change. I have an older mac laptop at work and my students are constantly using it and bumping it around with no problems so obviously this is a problem in the latest version as I see no complaints about older mac laptops.
Maureen Sary on July 22nd, 2008 at 5:45 pm | Link
I Brought my $2700 Mac Pro on the 16th of July (this month) it is now only the 22nd! Last night being the 21St Only 5 DAYS of owning the mac & using it 3 TIMES!! I was on web cam to a friend in Perth (im from QLD) It was on a flat stable serface when i got up to move it i picked it up (still on cam with the screen up) with my four fingers under each side & my left thumb resting on the screen side & my right thumb resting on the right hand bottom corner of the screen (NO PRESSURE WAS PLACED AT ALL as nothing was weighing it down on my finger & i was just letting the screens weight on my thumb while i moved so it wouldnt be top heavy & cause me to loose ballence of the laptop) & Even my friend via webcam saw my face as this huge Black mark in the bottom RIGHT CORNER came up with 4-5 tiny CRACKS came up!!!! then within 30 seconds half the screen was covered in lines & went black - the web cam was still working as my friend knew something was wrong from the look on my face so she called me!! I took my laptop back to JB Hi-Fi where i purchased it from only 5 days prior & they said that they know apple will not let them replace it unless they wear the cost - which they were not going to do!
I then rang APPLE & got a girl who was very helpful & said so so sorry! & that they were going to replace it because it has been less then 7 days - Then she talked me through a series of TESTS to do with the laptop (which she said the computer was a fault) she kept apoligising & assured me i would get an repplacement. she then gave me a CASE NUMBER & said to go back in the store & give them the case number then if they do not replace it give them a call from the actual store.
so after JB Hi-Fi Called APPLE - APPLE then advised them that they were NOT going to give them a Replace Authorization Number (which is what they need to get their money back) & that it was caused by PHYSICAL DEMAGE! That i had applyed ALOT of pressure to the screen for it to crack!
Then i did what the lady i spoke to last time (which they ill not let you speak to the same person!!) & rang them back from the store - they told me if i took it to a MAC Repairer store & they checked it out & if they say it looks like there was no pressure or marks on the glass of the screen that they will replace it! So i Drove all the way accross town - waisting fuel (& missing a Client! - im a business owner!)
& the MAC store told me that it does look faulty as there is not a mark on the whole screen or laptop but cracks are behind the glass!
So they rang APPLE as i was told to get them to do & they asked for them to send photos!
They did this then they said they would call back asap - Which they didnt so i had to call - Then they said that the photos were proff that i had APPLYED ALOT of PRESSURE!! (ps the MAC store had another one in like this!)
Then Even though they got the right answer that they said if the MAC repairer said that it looked fine they would replace it - THEY STILL SAID - NO!!!!! - so they also got me to drive all the way accross town for nothing!!! No matter wat the answer - they wouldnt do anything!
I had to call back AGAIN as i never heard back from them again - then i was told that they may cover ’some’ of the repair costs because its been under 7 days?!
THEN - they needed the Mac store to send them a quote which he did while i was there - & its going to cost just $1500 JUST FOR THE PART!! - & $135 per hour labour + extras!!!
I was in tears by this stage - talking AGAIN back to APPLE - & she didnt care i was upset & crying down the phone. i told her i was going to buy 2 more MAC pros for my business staf members & she didnt care.
They still havnt returned my call which they should by this afternoon with how much they would cover. so i rang back just before they closed. spoke to a diffrent person again - he then stated that him & the lady i last spoke to said no & means no — that there WAS pressure applyed like i had thumped it hard & i asked if he is saying that i was lying & He Said YES I WAS LYING!!!!
I am hurt, in tears & have my whole business account information & life in this laptop which i cant use. its going to cost over half a brand new laptop plus time, fuel & hartbreak to fix this!!!
I dont know what to do anymore…. im a new business owner of age 22 starting out & they tell me im a LIER!!
Cant believe a Large Business can operate like this!!
I will be calling back & I am NOT HAPPY
Let you all know how i go……………..
If anyone can help or know of where to go or what to do plz let me know
Mandy
Amanda on July 23rd, 2008 at 2:47 am | Link
Im glad that Australian’s are finally logging on to here to complain! Im from aus and have been refused a repair…It is about time the WORLD knew of the Mac Faults!
Bella_Bee on July 23rd, 2008 at 2:51 am | Link
Yes I’m from New Zealand and got same treatment as Amanda. We got our insurance to cover repair cost but didn’t get Macbook repaired as we used the money to buy a windows laptop. The mac is sitting unused with all its expensive software - fat lot of use it has been with a broken screen after only 4 months! I agree we need to get these complaints on the Apple website and yes Amanda they are absolutely awful to deal with on the phone and as for emails - well they just don’t bother to reply. I sent an email to all the sales and support staff here in NZ and didn’t get one reply.
Stef on July 23rd, 2008 at 5:13 am | Link
This is an update to my earlier comment. My husband went in to the store ( this is our second time trying) and he got the usual line from the genius about how there was a ‘point of impact’ and we are at fault and the screen is not covered. My husband argued with the genius for 15 min or so, asked him if he was calling him a lier, etc.
My husband asked to talk to the genius’ manager. She came over and told him the same thing, how apple couldn’t cover it because there was a point of impact. She pointed to a different area than the genius had pointed to. My husband said that she was pointing to a different area and her response was, well i’m not an expert.. Clearly they are just giving the company line. I’m SURE apple is aware of this problem and they tell there geniuses and managers what the canned response should be.
Anyway, my husband would not leave the store and said he was going to keep complaining until he found someone who would fix the laptop or give him his money back ( at this point we don’t even want an apple anymore ) . The manager gave him the number of her manager ( the regional manager, we’re in Boston) and he is calling today. I have read a couple of success stories so we’re hoping that if we keep it up, we will get a new screen for free.
A guy sitting next to my husband suggested that we take apple to small claims court. With my husbands company discount we paid just under $2000 so we qualify for small claims court. The man said apple wouldn’t show up and we would win… i’m not sure how it works but it might be worth a shot.
Also, I was thinking, this sounds like a GREAT story for a local news station.. What do people think about that? We could try here in Boston….
Cara on July 23rd, 2008 at 5:37 am | Link
APPLE has agreed to fix my computer after I made calls to the 1800 MY APPLE number. I made reference to my research on the web that this is an on going problem with the computer. Cracks that really do appear out of no where> I also notified someone at sjobs@apple.com DON”T GIVE UP call thier customer relations if you are not getting the help you need. Something is going on with them this problem is bigger than anyone really wants to believe.
vernaedwards@sbcglobal.net
Call Apple ask to speak to someone in customer relations if you are not getting the help you need from the customer service staff. I got great follow up from nboss@apple.com GREAT Customer service on his part.
Hi Guys
Ive done EVERYTHING stated!! & they still wont help! Im crushed
Ive tried Being Nice, Crying (not having to fake it! - Choked up) & Ive even got cranky.
What does it take for justice!!!!
Will Keep Trying - Will Keep you up to Date
Mandy
Amanda on July 23rd, 2008 at 4:22 pm | Link
We love Apples and have had a number of them over the years. In August 2007 I bought a 17″ MacBook Pro for my son who was heading off to college. I also bought 3 years worth of AppleCare and additional insurance that would fully cover theft or damage to the computer while he was at school. Wouldn’t you know it - my son used the computer last night at home. It was fine when he closed it and went to sleep. He woke up this morning to find the screen cracked. Apple said the AppleCare policy did not apply and since my son’s not in school for the summer, the school insurance doesn’t apply either. Apple wants $700 for a new screen. Will check out other sources. If someone is compiling a list of people with screens that are suddenly cracked for no apparent reason, please include mine.
Dilly on July 30th, 2008 at 3:26 pm | Link
Hi Guys!!
Spoke to Apple for the 14th time!!
told them about this website & they stated if anybody that has had there screen replaced could share there CASE Number with me as prof that some people had had replacements that with the prof of a Case number they would replace mine!
So could anyone with a Case number please put it up here or email me at cnb_studio@hotmail.com
I would VERY much apreciate it!!!!! dont let Apple get my money again!!! Help Me Please!!
Mandy
Amanda on July 30th, 2008 at 6:40 pm | Link
same thing happened to me yesterday.. i picked up my macbook and the upper right corner of the screen cracked a bit and as a result the whole right half of the screen is really spastic and screwed up. i don’t know what to do. and it’s my little bro’s! i haven’t told him yet..
emma sheer on July 31st, 2008 at 5:46 pm | Link
Apple MacBook- Same thing! My Screen cracked- started on the right side and now 98% of my screen is messed up. I have never taken it out of my house. It sits on a table. I closed it at night and it was fine. I opened it the next morning, it started as a small crack and quickly spread. I called Apple and they said it would cost $755 to fix. The laptop is only 8 months old! I am just sick.
Patti R on July 31st, 2008 at 6:56 pm | Link
I have the same problem I was issued a pro form my employer and I open it up one day and on the lower left hand side a black dot and a line all the way to the top.. I an going to call apple I will post my response from them.
Steven on August 1st, 2008 at 6:11 pm | Link
Update to my 7/30 entry: I spoke with Apple Customer Care. They said they wanted to help me but their offer of help was to let me go to an Apple store and buy a new screen! I sent an email to Steve Jobs (sjobs@apple.com) describing the problem and asking for a new screen. The next day I received a call from someone in Apple’s Executive Offices. He was charming, intelligent, and articulate. He said if I sent him the computer with the broken screen (so he could have Apple engineers look at it), he would have a brand new MacBook Pro sent to me. The new state-of-the art computer arrived this morning. Needless to say, it is gorgeous and wonderful and I’m very pleased with Steve Jobs and Apple.
Dilly on August 7th, 2008 at 6:48 am | Link
Following the posting above, today I wrote to Steve Jobs. Unfortunatelly, I got a very different response. Below is a copy of his reply:
It is not a very common problem. The screens don’t crack by themselves. Usually someone leaves an object inside when they close the lid. Unfortunately many people don’t tell the truth about these things.
Sorry,
Steve
So to add insult to injury, not only did we purchase a defective product, now those of us who have had problems are, according to Mr. Jobs, careless and liars.
If you are as outraged by this as I am, please file complaints with the Better Business Bureau and contact News stations to investigate this problem further. I have done that myself and will continue to pursue this issue until Apple lives up to its responsibilities.
Inmaculada Melgarejo on August 7th, 2008 at 2:24 pm | Link
I had my screen crack on my macbook, I bought a replacement screen.
it was fairly straight forward to replace, I did have to get a small screwdriver set from radioshack, but I got out of the whole thing for about 1/3 of the 750 that apple wanted to repair it. Its been working fine for over 3 months now.
Also, A warranty shouldn’t cover accidental damage, that’s what insurance is for… Do you can your car manufacturer when you run it into a wall?
James
James on August 12th, 2008 at 5:29 pm | Link
I just wanted to report an update. I called customer relations and explained my story ( see posts above). The woman said because I was a new Apple customer ( I have used PCs all my life ) they would replace the screen for free.
They sent me a box, I sent in my computer and I received my macbook back in about 5 days. good as new.
I recommend calling customer relations. I got nowhere with tech support.
Hope this helps someone.
Cara
Cara on August 18th, 2008 at 6:25 am | Link
My screen cracked on a flight from Philadlephia to Costa Rica. I sent an email to Apple’s headquarters complaining about the crack. When I returned home and checked my answering machine, a message was waiting from Steve Job’s assistant (I never included my number in the email). Granted you can imagine my shock when I listened. I was only expecting to get an email in return to say “sorry, nothing we can do.” He left me a number to call back to speak with him. I called back to get his voicemail which informed me if i left a message he would call me back within 24 hours. I’ll let you know how it goes….
Caroline on August 18th, 2008 at 10:13 am | Link
Hi Cara,
Do you have a CASE number from apple? apple said if i found someone with the same problem as me that has had it replaced then only then if i told them the case number they would replace mine for me!!!!
I would be forever in your dept if you would do this for me>? or if anyone else had a case number after they had theres replaced??
Thanks heaps! please email me at cnb_studio@hotmail.com
Mandy
Mandy on August 18th, 2008 at 5:27 pm | Link
I have had my MacBook pro for almost a year. I purchased the protective cover and treated it like a 2500 dollar piece of plastic and steel that it is. One night, my wife sets it down on the coffee table after surfing the net, and later picks it back up to kind that the screen is completely jacked. It looks like someone punched it, but it never left our sight. I contacted Apple. The guy on the phone talked me into buying the Applecare protection plan and said it would cover the repairs. I said ok. He was supposed to email me the shipping information in order to return my laptop, because he was having a hard time with my APO address. I waited for a couple weeks before calling apple again. This time after two hours of being transferred from person to person and hung up on once, I finally was told that the plan did not cover the “damage” inflicted on my machine. I had such a high opinion of Apple, now I am considering going back to Dell. I had a Dell for two years that had problems. Dell replaced the mother board, without question. The better business bureau will hear my complaint first.
Sean on August 18th, 2008 at 7:42 pm | Link
I wrote an email to apple regarding my cracked macbook pro screen. I figured I would just end up receiving a reply saying “sorry, not much we can do” but instead I talked to Tim O’Neil at the Apple executive offices. He explained what could have happened to cause my screen to crack, and handled it in a very professional and friendly manner. I have to say, I am thoroughly impressed with the customer service I received. Tim explained everything that I could do to get my computer fixed. Even though I had my computer repaired at a apple authorized service center and still had to pay for it (about $200 less than Apple’s quote of $789), Tim called the service center to make sure everything was going well and that if they had any problems to call him (when I went to pick the computer up one of the repair guys even asked “who do you know that’s high up at apple!?! He called and I thought I was in trouble or something!”). I truly appreciate everything he did to make sure my repair was taken care of correctly.
He explained that if the computer is bumped or bruised or moved awkwardly it could cause the screen to crack. Or, since my screen cracked before my eyes, the crack could have been there before and movement (like from the plane) could have caused the crack to get worse. Whatever the issue, it does make sense for a screen to not be able to crack on its own. But, as I say with everything, there is an exception to every rule.
Caroline on August 20th, 2008 at 1:43 pm | Link
We purchased a laptop for my niece to use in college. She has had the same problem, cracked screen. She turned it off one night and when she went to use it the next day there was a crack in the upper right corner. We have taken to two different stores and both have told us its not under warranty, we did purchase the extended warranty but they are saying it abuse. She did not do anything but close it, there is no sign of abuse on the laptop. My cousin has a dell, her daughter (4 years old) knocked it off the table, dell replaced it without question. I have twins that will be going to college, they will not get an apple. I am so disappointed in apple not standing behind their product. Please let me know if anyone has any suggestions on how to help her get her laptop fixed without it costing her $700.
Janet Williams on August 23rd, 2008 at 11:24 am | Link
I’ve cracked it. Not the screen, but the wall of obstructive comments that Apple have been putting out. You must complain, but not to the front desk. Ask to speak to the supervisor, then bat away all the usual abuse excuses and tell them that a lid that thin is likely to encounter torque, if it is both heavy and delicate it is going to suffer disproportionately from rapid movements or jolts and - most crucially - the lid has a powerful magnet-sprung mechanism which gives the lid a good jolt whenever it is shut. I think it is a design fault. I told my supervisor this and she promised to take it to the engineers. After a couple of days they reported that they thought it was - guess what - abuse, BUT they weren’t 100%. Under the circumstances, she said, she would give me the benefit of the doubt, and the lid was mended under warrantee. I believe a deciding influence in her decision was the avalanche of complaints on websites such as this. They can’t ignore it when there’s so much rancour. Well done everyone. Keep it up, (but lower it gently in future)
Richard on September 16th, 2008 at 2:17 pm | Link
We puchased a macbook for around $1200 and only had it for a week when the screen cracked. My huband just went to close it and it cracked at the top of the screen, this ruined one side of the screen completely. We purchased the apple care program and were told by the repair center that this is not covered and will cost $775 to fix! I don’t understand how it can cost more than 1/2 the amount of the computer to fix! I am going to take the advice I have seen on here and call customer relations to see what they say. I too am on the verge of tears, you hear such wonderful stories about macs and then this happens!
Tanya on September 17th, 2008 at 2:46 pm | Link
I took the advice written on here and called customer relations and explained my situation. They were extremely helpful (the repair center was not, do not waste your time even calling them) and waived the $775 fee! The woman I spoke with said that because we only had the laptop for a short time and this happened they would waive the fee because they want us to have a good experience with macs. I was so thankful!!! So…. if you are reading this, call customer service! I called them and was then transferred to customer relations, apparently they are two separate departments.
Tanya on September 17th, 2008 at 3:28 pm | Link
i opened my computer up today and a beautiful crack, with rainbow colors and all, appreared from the left hand upper corner all the way across the top to the right side. however, i just got off the phone with apple customer relations, and after being on hold for a while (and also since ive only had my macbook pro for less than one month), they have waived the repair cost! YAY! now this is more of what i am talking about. they definetly must be aware of this flaw in their product, and while are not doing an all out recall, are trying to dampen the outcry of unrest from their customers. btw - for 6 years i used and loved the mac-book powerbook g4 - and its screen is THINNER than my new one, and I NEVER had any problems with it cracking. must be the LCD…
luella on September 25th, 2008 at 10:05 am | Link
Well, I am unfortunately party to this very same sad saga.
I purchased a MBP for my daughter for her college graphic arts program. The machine is just under a year old and she babies it given the $2200 she knows it cost me. That said it IS a laptop after all and should be engineered for reasonable portabilit and utility. Last week she opened it up to find a tiny crack in the bottom right quadrant. She brought it to me explaining that it appeared to be getting progressively worse. Big black & white blobs, splotches, screwed up triangular bands of color,etc.. We turned it on and off a number of times, opened & closed the lid many times hoping it would resolve itself. Even popped the battery out and waited a while hoping a reset would do the trick, but all to no avail. Unfortunately her pronouncement was dead on - - it was getting worse with every action.
My very strong suspicion at this point is that what starts out as a tiny crack ends up turning into a large spidering crack, akin to what happens to a compromised automobile windshield. The display was completely unintelligible withing 20 or so minutes. Thankfully, one tiny salvation in this was that the monitor output still works so we were able to backup her stuff to our home network.
I called Apple Support and they informed me that since it was less than a year old I would be very well advised to purchase and get under cover of an Apple Protection Plan (APP). Apparently one can only do that within the first year standard warranty. So $300 later I was under the distinct impression that I would be covered for the repair and protected for 2 more years thereafter. The Apple Support person did inform me that she could not make promises because, of course, “abuse would not be covered”. I assured her that was perfectly reasonable but that the system is rather pristine, no bangs, not dents. To the very best of my knowledge it had never been dropped, banged or otherwise maligned. My position was that it had only been subjected to normal wear & tear commensurate with all laptop mobility. In fact, I explained that we have had numerous laptops over the years (HP, Lenovo, older IBM, Dell, etc…) and none have ever had a screen go.
Well, a few days later I brought it to an Apple Service Center with Apple Case number in hand. I got a call from them telling me that the machine was not going to be sent to Apple for repair because “it had been horribly abused!” Shocked, I reacted rather badly explaining that they did not know me or my daughter… how could they arrive at that conclusion? The technician told me that whoever used it was lying and that they had damaged it. I asked him if he was serious, that he was calling me and/or my daughter a liar. Of course he replied “no” but went on to say that somebody had abused it in its travels because “Apple makes superior products and it would not break so easily without being abused!”. I explained to him that my internet research would not substantiate his claim for MBP LCDs. While Apple may have a long standing solid reputation on legacy products there appear to be some cracks (forgive the pun) appearing in that reputational armor. He stated he could not agree. He informed me that we might not agree but there was no way he was going to send this to Apple for service, period. A rather heated exchange (not too often I am called a liar in my travels!) but offered to put a repair quote together for me. Wow, nice! My 1 year old $2200 laptop would only cost $950 for the new LCD and about $140 labour… plus taxes of course. Yeah, I’m impressed!
Now my big issue is to see if I can get my recent APP money back. Why should I pay for a ‘warranty’ that does not cover repairs. Comes down to a “he said, she said” at this point if Apple want to take this position. They believe me to be lying so they should at least return my APP fee and we’ll agree to disagree on the matter. I do not wish to do business with a company that calls me a liar.
This is a design defect, IMHO. The screen thickness of a MBP is around a 1/4 thick. Very slick looking indeed but in retrospect, I cannot see how such a design can withstand the torgue and stresses of flexing that a normal laptop would endure in its travels. I really hope there is some sort of class action suit on this front because I would certainly join in. If this is truly a design defect then it is only a matter of time before enough critical complaint mass bubbles to the surface and becomes very public for Apple. They will either step up or accept a loss of reputation - simple.
The sad thing… I have two other MBPs on the home front. My older son has one for his university and I have one. I now have this sword of Damocles hanging precariously over my head knowing that the dreaded tiny crack could appear to foreshadow visual doom for those units. Very scary! Saddest of all… my entire management team at work is currently piloting Macs in our environment. I have a story for them!
So very sad!
Daryl on September 26th, 2008 at 8:00 pm | Link
My Macbook screen cracked after a whopping three weeks of use. I brought it back to my authorized reseller, who told me it was my fault. As if the authorized reseller guy was watching me through binoculars the entire time….he KNOWS.
I didn’t drop it, throw it against the wall, dance the lambada on it, or use it for a hockey puck. I opened it and the screen was broken. I don’t have any idea of what happened…which makes it worse. I like the computer, but how can I ever own one again? There is probably fine china that’s less fragile. But it’s a laptop computer? Hello? How fragile is it reasonable for them to make it?
Apple says it’s their policy not to replace such things, and I am out the money. ha ha ha. Sure. And it’s my policy to take companies that rip me off to court. Let them rack up the legal expenses to defend the suit, which I predict will be far higher than them simply buying me a new machine. Morons.
Rob Stumpf on October 2nd, 2008 at 4:21 pm | Link
Update on my daughters Macbook Pro crackes LCD saga…
I contacted Apple and managed to get the $300 back that I had paid the week before signing up for Applecare ‘Protection’ Plan (APP). Recall that I had signed up only 2 weeks shy of the 1 year warranty expiration for her MBP. No merit to paying for that AND paying the quoted $950 for the new LCD and $140 for labour, plus taxes!
I did a bit of research and found quite a few options. I decided to go with a MBP screen supplier that was Canadian (like us) so we would not have to deal with customs and duty. There appear to be a few big suppliers out there so do your homework. Anyway, these guys were great! Their web site homes in on the exact screen by model. I also was able to print off a great 22 page installation/repair manual on their web site under the “installation” section for the MBP. After reading it I decided that I could likely do the repair myself. Btw- there are lots of Youtube videos on MBP LCD repair too that help.
For a little over $200 the new LCD screen arrived just over a week after ordering it. I REALLY took my time, laid out all the screws and parts in exact removal order so they would go back together same. In just over a couple hours (very slow but safe) I had a fully functional beautiful MBP. The neat thing was after removing the damaged LCD I found it to be the exact same manufacturer/model (LG-Philips) although I did opt for the Glossy finish as opposed to the Matte. Apparently this is far better for graphic artist, my daughters field of study, so.
I can tell you that in my research travels I came across lots of 3rd party (non-Apple) repair options, for those of you who might be intimidated by the prospect of self-repair. Most are FAR less expensive than what I was quoted. Suggest you do your homework (BBB & references) if you opt for that.
The moral my story - there are lots of options other than getting hosed by Apple for LCD screen repair. It really does beg the question though… why is Apple repair charging $950 for the same screen that I am getting delivered for just over $200. Bad enough to have a laptop LCD fail on something is less than a year old. Worse still to hold loyal customers hostage for the cost of a part you refuse to cover! Just my opinion, for what it’s worth.
Hopefully this helps anybody out there who finds themselves in this same ugly predicament. No guarantees or endorsements offered, just the benefit of my personal experience. Good luck.
Daryl on October 11th, 2008 at 2:45 pm | Link
Hear follows my similarly horrifying experience dealing with apple. My screen suddenly cracked in the lower left hand corner about a month ago. I called apple explaining the situation and the representative set up an appointment with the apple store in nyc for me. I went to the apple store fully expecting the damage to be covered under my applecare protection plan that I paid 300 dollars for only to be told by a mac “genius” that it was my fault and I must of either jumped on my computer or dropped it. The guy treated me like a real douchebag and didn’t seem to have an answer to why there was no external damage to my computer or why any sane person would step on a 2000 dollar computer. He gave me the same answer that as everyone else that it would cost 1250 dollars to repair. The price amazed me the most because third party repair companies do the same repair for around 400-500 dollars and it doesn’t make since that it would cost apple more to repair their own product. I left the store really shocked and angry, but was still positive I could get apple to agree to repairs because after all the original rep. I talked to made no mention that this was something not covered. After numerous (5-6) calls explaining the situation I was provided the same rehearsed answer by apple that they simply will not cover the costs. Finally I thought I would try one more time before getting some other company to repair my mac as it had been a month now and I needed the use of my computer (as I am currently a college student). I finally got an understanding representative on the phone that said he would talk to his supervisor and try to waive the costs of repair. After being put on hold for about 30 minutes he came on the phone and said indeed the repairs would be free and that they were sending me a prepaid box to ship my computer in. I was ecstatic. I received an email stating the costs of repair would be covered and the box in two days which clearly stated on it that the cost of repair would be 0 dollars. I shipped off my computer. After another two days I received a call from a woman who told me that apple got my computer and that I had a crack in my screen and the repair costs would be 1250 dollars. At this point I was extremely angry, told her that I was aware that there is a crack in my screen and had already gone over this with an apple representative on the phone. She told me that the apple representative I talked to filed in his reports that he made no mention of waiving the repair costs and clearly explained to me that this is something apple does not cover and would cost the 1250 dollars. Basically the woman accused me of lying and trying to scam apple into repairing my computer for free. She had no answer to why they sent me a box which stated the repair cost would be free and said the email I received is a mass email they send to everyone who have their computer repaired. She would not listen to anything I had to say and basically hung up on me I was shocked and haven’t heard back from apple who are still holding my computer hostage. The world needs to know that Apple lies to and scams their customer. I paid 2000 dollars for a defective computer that is a little over a year old, another 300 dollars for a protection plan that doesn’t protect against anything, and on top of that apple wants me to pay a whopping 1250 dollars for a new screen. That piece of **** computer is not worth 3550 dollars. Apple cannot get away with screwing their customers and treating them like **** just because they are a giant company. That is not how you run an ethical business. Sorry for the wrong rant, I hope this helps those who have had a similar experience.
Ted on October 25th, 2008 at 1:21 pm | Link
Here’s my story about a broken screen and how I got it fixed by Apple (for free).
I have a less than a year old Macbook which is therefore still under warranty. I bougth it from Apple store for 1300 euros (1600 $). I live in Finland, Europe.
One day a crack appeared on the left upper corner of the screen. Just like many of you previous posters I did not drop it or hit it. One day the screen was fine when the lid was closed and broken when it was opened.
Fine. I went to a local authorized service point to show the machine. The service guy told me that it would cost 700 euros (about 880 $). Also, he told me that warranty would not cover it because I had broken it by myself. I must 1) dropped it, 2) hit it or 3) I have put a pencil / paper clip between the lid and the base and pushed it, he said. I tried to explain that none of these had happened but obviously he knew better (without even taking a proper look at the computer). I left the shop with my computer still broken.
Now I called Apple’s helpdesk. As I explained that the crack had appeared without my fault he told me that in principle the warranty could pay for it but I should take the computer to another authorized service point. So I did.
This shop asked for 900 euros (about 1100 $) for the repair. This time they took the computer in for analysis. The result was that there are no scratches or markings on the cover but the display element is cracked. But, the same conclusion as before, I have broken it by myself.
According to Finnish customer protection laws the manufacturer must repair a machine broken during warranty period unless they can prove that the fault is caused by the customer. Also, in Apple’s warranty text there is nothing mentioned about that they wouldn’t fix a broken screen. It is just said that the warranty does not apply to damage caused by accident or abuse.
I called Apple again. They said that warranty would not cover the repair because it is my fault (abuse or accident in their opinion, I guess). Then I asked them to prove it as it is required by consumer protection laws. “We can’t prove it, you must ask the service guy”, was the answer. Ok, I asked the service guy. “I can’t prove it, but I have never seen a display crack by itself”, he said.
I don’t care what the service guy has seen or has not seen before, especially when Apple’s policy seems to be that displays can’t get broken unless hit with a hammer. The bottom line is that neither Apple or service point could prove that the display broke because of something I did (accident or abuse). I guess they realized that if I would take this case to a “consumer court” (and I would have) their arguments had been ridiculous.
So, they agreed to fix the display for free. This process took about four weeks and many phone calls and emails.
Tom on October 27th, 2008 at 2:52 am | Link
Same story as everyone else…I woke up on morning after leaving my 2 month old macbook pro on the coffee table and there it was a strange crack in the top left of my screen running down about 20% of the screen with many colors amplified around it. Knowing that apple is known for their customer care and since I had purchased the apple care protection plan, I figured I was in the clear. When I took it into the store, Mr. Smarty Pants at the counter informed me that I must have taken a pen and stabbed the screen or get this pressed my thumb a little to hard when closing the screen. If the screen can crack from the pressure of my thumb there is a definite defect with this product. I thought I had gone crazy since he told me that there is no way this just happens on its own…Until I did some research and saw the rest of you in this situation. I have always been a Dell user and was in the process of switching all my computers and phones to Mac, when I call customer relations today to explain how they need to repair my screen I will be sure to tell them of my my big switch plan. This is a clear defect by apple that needs to be addressed! Oh by the way of course i was quoted 700 dollars as well to fix it!
Lindsay on October 28th, 2008 at 1:50 pm | Link
hi folks, here we go ;).
Same story here from Amsterdam the Netherlands. Broken screen, they told me same old story, a pen between screen and keyboard ??? I don’t even use one! They quoted me 650 euro / 900 dollars for a new screen.
So Apple is getting a bad name because of a 200 usd problem, which all of us have! I am afraid reparing the machine as this could happen again anytime!!! So i am really giving it a thought to go back to a pc, here we can see that hardware and software under one label is sometimes a wrong idea, the software is great!
Dennis on November 13th, 2008 at 7:46 am | Link
I have had my mac book for about a year and my screen cracked from closing it! I’m very upset! I paid 1500 dollars at the time i bought this! they said they can’t replace it because it was an accident!! NO!! It wasn’t an accident i just closed the thing and it cracked! I will never buy another mac EVER!!!!!!
anonymous on November 25th, 2008 at 8:31 pm | Link
I bought my MacBook Pro in October of 2007. I was carrying it across a room the other day and when I sat down it had a huge crack on the upper right hand side that quickly spread across the screen and rendered it unusable. I am going to the store that I bought it at in my neighborhood to see if they can do anything to fix it.
Lauren Mollica on November 30th, 2008 at 4:14 am | Link
I have the same issue as everyone else, left my macbook pro on my desk closed the screen and opened it again and there was a large black spot in the top right hand corner of the screen. However i wasn’t able to find the phone number for apple customer relations anywhere can someone please post it? I am just so frustrated and as a college student paying for a $700 repair for a faulty computer is annoying.
Hannah on November 30th, 2008 at 9:48 pm | Link
I have the same issue as everyone else, left my macbook pro on my desk closed the screen and opened it again and there was a large black spot in the top right hand corner of the screen. However i wasn’t able to find the phone number for apple customer relations anywhere can someone please post it? I am just so frustrated and as a college student paying for a $700 repair for a faulty computer is annoying.
Hannah on November 30th, 2008 at 9:48 pm | Link
Same story. College student returning to school with laptop in backpack. Arrived to school with new cracked screen. Apple via telephone said it was not covered under APP. Has anyone actually filed a small claims case against Apple for this problem? Has anyone successfully negotiated a repair from Apple for this problem that has a documented case number? thanks.
anonymous on December 2nd, 2008 at 8:19 pm | Link
STOP THE PRESSES! THIS PROBLEM CAN BE FIXED FOR 200-400 DOLLARS!!!!!
www.missionrepair.com
do it now!!
Charles Hastings on December 2nd, 2008 at 10:20 pm | Link
Dear anonymous on