I was called on the 21st of May by Apple to come pick up my MacBook Pro after having it repaired.
Why was it repaired? Here is the short back story.
I had a cracked LCD screen a few months ago. I paid nearly 1400 bucks to have it fixed and repaired (which included the top and bottom assembly). A month after I got it back I noticed that the display would not latch properly, not without my forcing it shut. I also noticed separation between the plastic lining and the metal assembly on the top and bottom of the chassis. This was also noticed on the display. At the time I needed it for school and for work setting up a few websites, making money etc. Semester was over, caught a break in work and met the tech at the Genius bar to address the issues on the weekend of the 12th of May. Genius tech agreed it was flawed, sent it to Apple Care to be fixed at no cost to me.
Went to pick up the laptop the first time on or around the 17th of May. I refused to accept the repair because there was still a large bulge between the lining and bottom assembly from the audio port to the back of the laptop. I could easily get my thumbnail in it. It was still present on the other side of the laptop but less prevalent. The display was never replaced so the condition on it still existed. The genius tech said he sees a lot of laptops come in with this “condition” and it seems to be typical. He said he couldn’t guarantee anything, but he would send it back to Apple Care. He also said they may send it back without touching it.
Well here we are on the 22nd of May and this time its MUCH worse. Though I was optimistic, I still couldn’t accept the repair. The top and bottom assemblies looked great, no issue there.
My issue was now the display itself. It has what I would say is a horrendous U bend when closed and latched.
Please let me know if I’m being a little over sensitive, here are the pics:
I was helped by Khalil Smith, the General Manager of the Apple Store at Crabtree Valley Mall in Raleigh, NC. I told him that I was not comfortable accepting the laptop in this condition.
I told him the assemblies and plastic lining looks great but I was concerned about the bend in the display. I asked him to send it back to Apple Care.
He said, “I will not authorize any more work on this laptop”!
I asked again that he send it back to Apple Care since I did not feel confident in the integrity of the display due to the large bend.
He replied that, “The repair falls within our specs.”
I asked to see the specs.
He said, “They are confidential”.
I almost lost it at this point. He then said if I refuse to pick the laptop up, they would follow their abandonment procedure where I would be called at a regular interval for 60 days. I picked up the work authorization paper work and said that I would like this as a record of the repair on it. He forcefully snatched it out of my hand and said “that is only if you pick it up”. I asked him to make a copy of it, twice if not three times, before he went to the back and did it. He didn’t copy the itemized repair page that showed exactly what was repaired.
So if you could let me know if I’m just being a little too sensitive about this Id appreciate it. They know perfectly well how much we spend on these machines, and at that price we deserve to have it looking and functioning perfectly, especially right out of a repair depot.
I worked for the Apple Store at Southpoint Mall in Durham, NC. for about 10 months (approximation) or so when I was in College, this being about 2 years ago. I left when I was offered and internship at a Fortune 100 company where I currently work now as full time Engineer.
Given the experiences Ive been through the past 2 weeks I’d like to thank Apple for disowning one of its “own”.
Not only do I feel discriminated against, I am thoroughly disgusted, and deeply offended by the way Khalil Smith, a General Manager handled the situation. I have no confidence in the Management of the store to do what’s right. My trust in Apple has been violated. My enthusiasm as an advocate of Apple and its products is substantially degraded. I also have little faith now in the Depot, nor any repair entity of Apple to fix this machine properly.
After all, the more time I have to wait for the Macbook Pro to get fixed the more money I lose. That isn’t good.
Apple Inc, Digg, Slashdot, Consumerist, Reddit, will someone please help me?
Subscribe to notquiteleet
I would like to sincerely thank you for your assistance!
-leet
most likely it is running too hot. Do you have an older vs?
cgh on July 3rd, 2007 at 8:18 pm | Link
Thats normal, i have yet to see a single MacBook Pro (17 or 15) without that bend in the screen, they all (and i do mean all) have that, it is intentional!
You really should do some research before ranting like this.
Nabeel R. on July 18th, 2007 at 11:48 pm | Link
I was suspicious of that bend in the screen too, however after seeing 20+ MacBook Pros I concluded that the bend was normal. I Suggest you pick up your laptop and apologies to the person who you were talking to that day.
Nabeel R. on July 18th, 2007 at 11:53 pm | Link
@Nabeel - You can’t possibly think that Apple, of all companies, would produce a sleek sexy thing like a macbook pro and purposely put a bend in one of side of the screen that is clearly visible when the lid is closed.
Don’t answer that. You’re not supposed to.
The fact that you have seen the bend on, by your own admission, 20+ mbp’s is proof enough that this is major defect. Yes, I have it on my as well.
What “intentional” purpose would a half bent screen serve on a laptop.
Ok, that one you can answer.
Did you ever think that the springs that lift that 3 pound screen for you could be causing that stress on the screens frame?
I repair computers, and I have worked on many many laptops from numerous manufacturers, From Acer and Apple, to Dell, Toshiba and Sony. The screen is the heaviest part of the laptop, even heaver than the 1.5~2 pound battery! You try lifting 17″ of glass thats up to 1 CM thick only holding a small portion of the bottom!
On any other laptop, the screen is a pain in the ass to open, the force of opening the screen usually lifts up the rest of the computer!
The reason is because they tension the hinges so the screen does not fall closed. Apple spring loads the screen so it seems light and easy to maneuver, however this comes at a cost, which is the bend when the screen is closed! Open the screen and watch the bend disappear (just as you said! “[the bend is] visible when the lid is closed.”) !
I find it funny that people who buy Sony Laptops or PSPs some times get many many dead pixels to which Sony replies, “thats normal” and they deal with it!
But you guys, oh no! My screen is bent! So slightly that its almost unnoticeable! My laptop works just fine in every aspect, and was Consumer reports best buy in laptops for 2006. BUT MY SCREEN IS BENT OH NO!!!!!
Guys, do research, and get to know what you are talking about before you start talking.
I have been fixing computers for 13, so don’t give me that “major defect” crap.
Nabeel R. on July 22nd, 2007 at 11:48 pm | Link
Hey Nabeel, its the freggin fact you pay 1400 BUCKS for the repair and it looks like crap!
Can you get that through your thick head?
Can you get the fact that they said the bend is within their “specs”, then turns around and says the “specs are confidential’ is shady as hell?
Jesus, for someone who proclaims to be so smart you sure cant seem to get the point.
notquiteleet on July 23rd, 2007 at 7:07 am | Link
Well… it turns out that my Treo actually was recording video the day I went in and was finally forced to accept the repair.
First of all the Apple Employee talked **** to me when I was at the counter saying, “Youd better be nice to him or he’ll blog about you”.
The second video is the Apple Store Manager saying that all the MacBook Pros have the bend in the display and it fits within their “specs”.
See the video here.
notquiteleet on July 23rd, 2007 at 7:23 am | Link
No need to be insulting, if you cant stand the facts, then thats not my problem.
That bend was there when you bought the machine, but you never noticed it because you were not looking for it, but now that you are, you always see it. I’s human nature.
And if this is reassuring at all, your laptop does not look like crap. It looks brand new.
Nabeel R. on July 23rd, 2007 at 10:46 am | Link
Oh yeah!, and didn’t you want people to tell you if you are being over sensitive?
Well, your being over sensitive! (and a bit rude as well).
Nabeel R. on July 23rd, 2007 at 11:02 am | Link
No, the bend was not there when I bought the machine. That sir is the fact. Ignorance doesnt encompass us all as you would like to believe. The laptop and craftmanship of the repair work looks horrible, maybe it’s your standards that are compromised.
For the record I have an Associates in Electronic Communications Systems, and am finishing up my Bachelors of Science in Information Science from a public ivy University, qualified in electrical maintenance for ICBM missles, spent 5 years on the Help Desk and as a System Admin for DoD as well as the same University I attend, and now work as a Network Engineer for a Fortune 25 company.
I apologize but my experiences are a little more broad, and much more in depth than yours. I pay premium money for premium service, including parts and labor. What I received was substandard crap. From a consumers point of view the repair is shoddy, and the customer service was loaded with a bunch of driveled crap.
notquiteleet on July 23rd, 2007 at 11:04 am | Link
If all that about your supposed education were true, you wouldn’t be making this complaint, because you would realize how ridiculous it is. I do not believe for a second that you know what you are talking about.
And last I checked 13 years IN THE FEILD specializing in computers is more experience, and more relevant than 5 years your claiming.
This is the last thing I will post regarding this, it is not worth my time, I was trying to help you, but what can I say… I guess you can lead a horse to water, but you can make him drink.
Keep on living in your dream world, and have fun.
Bye!
Nabeel R. on July 23rd, 2007 at 12:28 pm | Link
When I first got my MacBook Pro, it didn’t have this bend in it. So I agree this is a defect that needs to be owned up to.
Does it cause any operational problems, no, but if it were all about operation, I could have bought any laptop. I bought the Mac just as much for the design as the functionality. When the design gets messed up, it sucks!
Thankfully mine doesn’t have this bend in it (I guess I am on the low side for tolerances still). One of my co-workers does have this bend.
For all of you that say quit crying, you are basically standing up for something you know nothing about. My MacBook Pro does not do this, his does. There is a problem.
Brian on July 23rd, 2007 at 3:21 pm | Link
mine does this too
Jonathon on July 24th, 2007 at 2:24 pm | Link
Three day old MBpro. The screen is bent on one side. Of the 6 MBPro’s of various ages in my area of responsibility, all except 1 have the screen bend. I thought it was from abuse until I unpacked the latest one and started checking the forums.
I understand mass engineering and fault tolerances, I know there are some variances in maufacturing and production when volume is involved, but for a company that takes so much pride in its design and aesthetics, and asks you to pay for that pride, this seems to be a glaring oversite on Apple’s part. Judging from the severity of the bend on these varying machines, I’m not so sure this condition doesn’t get worse as the MBPro gets used either.
I’m interested to hear what Apple care has to say about this.
Cody on July 25th, 2007 at 7:32 am | Link
Nabeel you cant honestly belive they INTENTIONALLY put in the bend, and if its a defect it needs to be fixed…spending $1400 surely should have seen to that! you have to stop being so pig ignorant. seriously, spendover $2000 and the screen has a huge bend in it! its not good enough!
Gareth L on July 27th, 2007 at 10:52 am | Link
Guys, check this out:
http://forums.macosxhints.com/.....hp?t=57767
Tom on July 27th, 2007 at 12:40 pm | Link
Strange indeed.
I have 2 MBPs 15″ and they both suffer from the warp. The shop guys say it’s normal, I don’t agree.
My crappy old IBM laptop is still rock solid, despite all the rough treatment it went through. It doesn’t creak or warp.
Seems like Apple are going down in regards to the built quality. New iPods can cut your fingers with the sharp edges around the spinny thingo, MBP are warped - that’s the cost of becoming more popular.
The really strange thing is that I can’t track the source of the warp down.
When opened, I used a steel ruler to try and find which part of the MBP is bent. It looks as if the screen is dead flat (along the inner edge - where the camera is), however there seems to be a slight bend of the actual body along the trackpad edge. Could it happen because, as I observed, most people pick up the laptops by the lower corners of the body? Hmmm.. dunno.
It’s all straight until you close it.. is it warped in a 5th dimension?
McMac on July 27th, 2007 at 8:09 pm | Link
apple cant say its normal. if you look on there website and the macbook pro gallery there definaty not showing a warped macbook pro!
Gareth L on July 28th, 2007 at 1:23 am | Link
True enough Gareth, BUT if you look at the history of Apple, there are several problems which they sweep under the carpet.
Several problems with MBPs are being fixed as a part of the warranty, but there’s no public admission to any inherit problems - just a corporate secrecy and keeping up the appearances, after all, macs a faultless (LOL).
My advice to anyone is to go back to the shop and demand they “escalate” the service request. They can’t refuse, and then the service call is reviewed by Apple HQ and more often than not, you’ll get what you want. Apple don’t want to risk any bad publicity, even if the “shop end” of Apple may want to just ged rid of the problem.
McMac on July 28th, 2007 at 1:34 am | Link
hey McMac went into my local retaier today. there were 4 macbook pros there. 2 were bent the other 2 were perfect. the 17 inch one was VERY bad. at least 4mm rising.
But yes apple do tend to sweep things under the carpet. and im a bit annoyed at them with the aiport problems recently and the screen issues…and the super drive…
ah well my one is coming on wednesday. hopefully its problem free.
(apple upgrading me for free because ive had 6 macbooks…yes 6 because of problems!!!)
Gareth L on July 28th, 2007 at 6:53 am | Link
I am sorry to hear about your laptop dude, I think you should call the company headquarter and take this matter to a higher level. Also, let more people know about your situation. If you can, I would prefer to take legal actions against this kind of problem. I don’t think that you are over-sensitive at all. If this was my laptop I would go crazy too. After all, this is one of the most expensive laptop ever not including the money that you spent fixing it. You paid for everything so if you are not happy with the product then don’t let it slip by. By the way, I think if you paid $1400 to repair then it should look like a new laptop because the new laptop is like $2000.
Phillip on July 31st, 2007 at 9:44 pm | Link
LOL @ Nabeel R. “intentional” :oD Do you have the slightest insight into Product Design issues? Apparently not. This is a flaw, probably caused by the parts used, or by a problem in the production process.
No matter what, at that price, this is not supposed to happen.
Some Guy on August 4th, 2007 at 12:28 pm | Link
the poster of this complaint fails to mention that at one time he was an apple employee. sounds like someone is just bitter…
Turd Furguson on August 5th, 2007 at 10:14 pm | Link
Turd,
You should read all the comments, I mentioned that here and on my own blog as well.
If you think bitterness was a factor in my complaint you must be high.
notquiteleet on August 5th, 2007 at 10:21 pm | Link
My MBP has the bend too…looks just like the pictures above. Also, it has a small bend on the left side above the headphone jack. Is this something that apple is fixing now, or do I have to go through all the trouble this guy went through? I have a Genius Bar reservation soon and was wondering if anyone had any ideas of how I should address this problem to them and not get the “oh, thats normal” comment…
Jayjman1234 on August 13th, 2007 at 2:45 pm | Link
Jayjman1234 said:
[quote]I have a Genius Bar reservation soon and was wondering if anyone had any ideas of how I should address this problem to them and not get the “oh, thats normal” comment…[/quote]
@Jayjman1234, If you are experiencing the huge warp like the one that is pictured, I am being completely serious when I say I think you should walk the genius over to one of the beautiful huge imac montiors in the store and pull up this page and the accompanying follow-up video complaint and tell the genius, politely of course, that you know this is a known issue. Do not let them tell you otherwise. I wouldn’t be surprised if they had been shown the video before.
You are the customer. You are always right. Any business worth their salt realizes that and will do everything to accommodate you.
Holy cow I would love you so much if you actually did that at the genius bar!
Orrrrr if you made the video complaint the homepage on some of the store macs.
That’d be funny as hell!
notquiteleet on August 13th, 2007 at 6:48 pm | Link
notquiteleet said:
[quote]Holy cow I would love you so much if you actually did that at the genius bar!
Orrrrr if you made the video complaint the homepage on some of the store macs.
That’d be funny as hell![/quote]
…will do. (I like the homepage idea… lol) I have the reservation tomorrow. I’ll let ya know how everything goes.
Jayjman1234 on August 13th, 2007 at 8:19 pm | Link
Welcome to the world of apple, perfection, superiority, blah blah blah. The pompous arrogance of the Steve Jobs and his cultist worshipers.
My 7 month old mbp 17″ has the same bend and now needs to be shipped to apple for repair caused by heat damage. Read my other comment on “My Bent MacBook Pro - Apple Confirms All MacBook Pros Are Bent” post for the details on my issues.
Long live the pc world which has brought much of the technical and hardware diversity the world enjoys today. The openness of the pc world or the narrow apple centric and controlled by the whim of Jobs and what he desires for you world of apple.
Bow to the Altair of Jobs Ye Cultists of Jobism. As for me, Hasta la vista. NOT.
i want to share this i personally think its funny
james heyward on August 28th, 2007 at 9:43 pm | Link
I got a nice laugh out of it. Thanks for posting it.
James that picture is GOLD!
Yep just got my MBP 15.4″ at the end of august. I called apple care to report the problem incase it gets worse down the line. I was told they were unaware of how this could happen, and then was informed “They do sell cases for these laptops”. Im not sure if the Applecare Rep. was implying that i caused this warping? I realize they are trying to sweep it under the rug but i am starting to get angry. I Just want the problem to be addressed by Apple more than anything. Then if it warps further i wont get strange looks when i have it replaced with one that wasn’t used as a F’in Teter Totter!
Aaron Walters on September 25th, 2007 at 11:28 am | Link
I recently bought a MacBook Pro from the local store at a store in South Orange County, CA. I have an Airport Extreme purchased at the same time I bought my G4 Power Book. I have had no problem with connecting to the Internet with this combination. Using the Airport Extreme I cannot connect to the Internet, only AOL Emil with the Pro. I’ve been back to the store 3 times and they have not had the means to test the system, albeit this has been promised. I can only conclude that the MacBook Pro has a defect, that the internal airport, which at one time would not switch on until new softewear had been installed. All I’m getting is Apple pointing fingers at AOL, while Apple Geniuses cannot or are unwilling to link up and witness my complaint, albeit I bring the Pro and Airport Express, plus G4 to them. I believe this Pro to be defective in this regard, but Apple will not admit to it. I’ve spoken to an Engineer called Mark at Apple Care on Extension 2328 (88), who appears to be equally clueless and has pointed the finger at AOL. It cannot be an AOL problem as my old G4 works fine with Airport Extreme. I don’t want a screaming match and nasty name calling. After four weeks of frustration all I want is professional honesty and intelligence.
Mikke Feasey on December 5th, 2007 at 6:37 am | Link
mine does that too… and it drives my crazy
TIM on December 25th, 2007 at 11:02 pm | Link
my 15″MBP is also bent, just like the pictures. the little stripe crated between the open button and the plastic trim, when seen from above, has a little “belly” but what what annoys me the most is that the pad sometimes get the button stuck on the edges around it. it just won’t work soft as it should.
it totally steals the cool design feeling and i agree that is worth a fix. this computer is too expensive to just let go.
pedro bopp on February 8th, 2008 at 9:32 am | Link
I’m a certified apple tech. have repaire thousands of Powerbooks, iBooks, MacBooks, and Pro’s.
1. A warped screen is USUALLY caused by improper use (by the user). - you should NEVER adjust or open/close your display from one side.. it’ll cause it to warp over time. You probably didn’t even notice it untill you went to pick it up, but it’s quite likely that it has been getting warped for some time…
How to open/close…
A. from the middle (one hand)
B. One hand on each side (2 hands).
2. The frame can be straightened. SLOWLY. very slowly. Take it to the shop and have them remove the panel, straighten the case SLOWLY, and then reassemble it. I’ve done that 20x’s if I’ve done it once. It takes 30 minutes of time (disssassembly, straighten, reassembly), and it requires a tech who’s got brains and is patient (getting rather hard to find, as Apple is paying techs less than they should)…
3. If the local store won’t fix it, don’t bother bitching online. Call Apple and ask for a mail-in repair. 1.800.275.2273…. They’ll send a box, pick it up, fix it for you, and ship it back to you. for free. AND (dirty little secret): the repeat service required (ie., doing a service repeat for a repair not done properly) goes directly against the service record of that tech. Permanently. So if it has to go back to Apple and another tech fixes the problem that your local guy didn’t catch, it’ll go against him. sweet revenge…..
Tom on March 19th, 2008 at 8:01 am | Link
Do they teach certified apple technicians how to read?
This was not caused by improper use.
This was the condition of the laptop directly after the display had been repaired, and it never left the store as I refused to accept the laptop due to the shoddy quality of the work.
The laptop was submitted for repair to replace the screen, which had nothing to do with a bent display.
A brand new display was paid for, installed, and looked like ****.
Apple replaced it a total of 3 times, with 3 different displays, and was not able to install it successfully.
I was given a new laptop by Apple corporate.
I noticed a little warp also on my new MBP right above the release button. It looks like the spring that is designed to keep the button out is actually pushing that thin strip out. I don’t noticed any difference in performance, but I’m concerned that this may be the beginning of my case falling apart. It does seem to be a design flaw–such a thin piece of aluminum, and a spring behind it.
Matt on March 25th, 2008 at 8:41 pm | Link
first, notquiteleet you did a hell of a job! I could not believe in your patience of documenting and spending all that money… but kudos to you!
I got a refurb macbook pro 15″ and I had it for 2 years now… and it does not have that weird warp on the display. so “NO” not all MPB has that weird warp. and it was not intended to be there. just look at the pictures in apple.com I don’t think they will post a laptop with a bent display.
nabeel, if you say you have been repairing computers for years… was there a time that you have repaired one with out a bend??? if not… I don’t understand how you get repeat business. because I don’t want you to be touching my laptop.
web90810 on May 23rd, 2008 at 12:05 am | Link
you are being overly sensitive… a “huge U-bend?”
I don’t think so.
Alison on August 18th, 2008 at 8:08 am | Link