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View Full Version : New MBA with 1 dead pixel will they exchange it?




supernet33
Jan 5, 2011, 10:01 PM
New MBA with 1 dead pixel will they exchange it?



MacDawg
Jan 5, 2011, 10:02 PM
Not likely

Would probably depend on...
The location of the pixel
The store you take it to
The Genius who looks at it

But again... not likely

Hellishness
Jan 5, 2011, 10:10 PM
1 Dead pixel is within spec...they'll look at it...but probably won't replace it. I mean, if you live close to an Apple Store (I live pretty close to 3, so I go there for any little problem), you might as well try it.

AMDGAMER
Jan 5, 2011, 10:15 PM
It seems some apple stores are more up tight about returns, restocking fees, etc and some probably higher volume stores are more lenient, at least thats my experience from what I'm reading.

supernet33
Jan 5, 2011, 10:26 PM
Is it even worth a shot? Its located on the left side in the middle.

ja12ke
Jan 6, 2011, 12:14 AM
Is it even worth a shot? Its located on the left side in the middle.

yes it's worth it. You paid a premium for a laptop and you should get something that satisifies you. If they don't exchange it at the store, just call up apple and tell them that you have wifi problems. That's what I did when mine had a dead pixel.

And1ss
Jan 6, 2011, 01:09 AM
yes it's worth it. You paid a premium for a laptop and you should get something that satisifies you. If they don't exchange it at the store, just call up apple and tell them that you have wifi problems. That's what I did when mine had a dead pixel.

Moral of the story? Just lie to get whatever you want.

OP, just go to store and check with the technicians. If they don't do an exchange, ask manager and tell him/her politely it's bothering you (if it is). Don't go around dropping lies to get whatever you want - it's a reflection of your personality. -_-

n0id
Jan 6, 2011, 08:51 AM
Moral of the story? Just lie to get whatever you want.

OP, just go to store and check with the technicians. If they don't do an exchange, ask manager and tell him/her politely it's bothering you (if it is). Don't go around dropping lies to get whatever you want - it's a reflection of your personality. -_-

....sweet...I'll sell you a brand new Porsche, and afterwards you find that the interior lights wont work, and you can't fix it yourself. I'm the only one that can fix it, and tell you "its within spec, sorry no returns/exchanges/support"


If you pay a premium for luxury item from a company that prides itself on style and perfection, its well within a customers right to say "there's a flaw with this item, I'd like an exchange" and get one.

If the company wont honor that...then I say do what you need to do to make it happen, or make this your last purchase from that company.

Apple knows its customer base is largely comprised of repeat customers...I'd be very surprised if you can't get an exchange after showing them personally the defect in the screen.

cleric
Jan 6, 2011, 10:35 AM
This happened to my brother with his iMac brand new dead pixel they wouldn't let us exchange it. Two years later he took it back in and they exchanged it.

Moral of the story it depends which Genius Bar guy you get the ******* or the cool guy.

n1tut
Jan 6, 2011, 11:32 AM
It will be in the small print as to what is acceptable. One pixel will certainly be, maybe even two, three not likely.

tut

Tomorrow
Jan 6, 2011, 11:35 AM
....sweet...I'll sell you a brand new Porsche, and afterwards you find that the interior lights wont work, and you can't fix it yourself. I'm the only one that can fix it, and tell you "its within spec, sorry no returns/exchanges/support"

Except a single dead pixel out of more than a million certainly isn't the same as saying the screen doesn't work. It's a bit more like having a single stitch in the upholstery being crooked.

chaoticbear
Jan 6, 2011, 11:45 AM
Except a single dead pixel out of more than a million certainly isn't the same as saying the screen doesn't work. It's a bit more like having a single stitch in the upholstery being crooked.

+1; I'd bet that most people don't notice it. I think that'd be "within spec" for any manufacturer.

n0id
Jan 6, 2011, 11:50 AM
Except a single dead pixel out of more than a million certainly isn't the same as saying the screen doesn't work. It's a bit more like having a single stitch in the upholstery being crooked.

Except that you don't have to stare at the stitching in order to sit.

We could split hairs all day on this, and I completely accept that there is a small amount of accepted flaws with electronics, but again apple prides itself on perfection, and being the leader in luxury computing / entertainment devices.

Also, apple is generally accepted as the go-to company for any graphic or video design/playback/editing/etc... Having a dead pixel on the screen is a no-no in those regards.

If this laptop was a Dell, I wouldn't think twice in answering the OP with "it's not worth your time to try and exchange it" =P

n1tut
Jan 6, 2011, 11:54 AM
As I have just posted, read the small print and it will spell it out, it does not matter what you think it should be.

tut

Tomorrow
Jan 6, 2011, 11:57 AM
I completely accept that there is a small amount of accepted flaws with electronics

Well, you certainly had me fooled.

apple prides itself on perfection

Perfection, eh? I must have missed that at the most recent shareholders' meeting.

Apple doesn't manufacture the screens. No manufacturer warrants a "perfect" screen completely devoid of flawed pixels.

size100
Jan 6, 2011, 12:04 PM
The premium you payed for that laptop should give you a perfect screen.

aristobrat
Jan 6, 2011, 12:12 PM
As I have just posted, read the small print and it will spell it out, it does not matter what you think it should be.
It's not spelled out in the small print. Apple has never publicly disclosed its pixel policy.

size100
Jan 6, 2011, 12:22 PM
It's not spelled out in the small print. Apple has never publicly disclosed its pixel policy.

I'm sure they have a policy somewhere.

Southern Dad
Jan 6, 2011, 12:28 PM
This is why I fully inspected all my Apple products before accepting them at the Apple Store. Some may think I'm a jerk but if I'm dropping $874 for an iPad we are going to make sure I'm happy with it. When I bought my MacBook we went through the same routine. We take it out of the box and set it up. I'm testing it fully.

Now my Apple Store knows me. We drop by for the One on Ones and the genius will make sure we are on a good Mac and everything is copacetic. When I bought my Mac Pro they had it set up for me to test out when I showed up for my appointment.

n1tut
Jan 6, 2011, 12:29 PM
You are not paying a premium for the laptop, you are paying the price that Apple charges.

You know this before you buy it and have the option to buy from another manufacturer. Fact is that everybody on here wants to use a Mac, hence they buy it, even though they could buy an equivalent performance for less.

However it would then not be a Mac.

QED

tut

size100
Jan 6, 2011, 12:37 PM
You are not paying a premium for the laptop, you are paying the price that Apple charges.

You know this before you buy it and have the option to buy from another manufacturer. Fact is that everybody on here wants to use a Mac, hence they buy it, even though they could buy an equivalent performance for less.

However it would then not be a Mac.

QED

tut

Whatever wording they are using, the people in this thread are correct. When paying 1000+ for a c2d laptop you should not accept a flawed screen. It depends how ****** of a company apple is.

aristobrat
Jan 6, 2011, 12:46 PM
I'm sure they have a policy somewhere.
Correct, they do have an internal policy for their technicians to reference.

I was replying specifically to n1tut's suggestion that the OP read the small print of his warranty to determine how Apple will handle the problem with defective pixels. That information is not covered in the warranty.

AFAIK, the only way a customer can read Apple's pixel policy is by looking at a leaked screen shot of it:
http://www.9to5mac.com/33774/apples-internal-pixel-policy-leaked

size100
Jan 6, 2011, 12:49 PM
Correct, they do have an internal policy for their technicians to reference.

I was replying specifically to n1tut's suggestion that the OP read the small print of his warranty to determine how Apple will handle the problem with defective pixels. That information is not covered in the warranty.

AFAIK, the only way a customer can read Apple's pixel policy is by looking at a leaked screen shot of it:
http://www.9to5mac.com/33774/apples-internal-pixel-policy-leaked

There it is, thats embarrassing. You basically need to have a screen with an impossible number of defects for them to replace it. On a 13MBP with its lower resolution 8 dead/stuck pixels is HUGE. Completely un-usable for any one. It does say they will exchange it though.

weckart
Jan 6, 2011, 02:04 PM
Pixel policies in the UK only exist in between manufacturers and suppliers, which is why you will struggle to find out what they are for any given model of screen. They cannot be used to limit the rights of consumers. In other words, they mean diddly squat.

Not sure how this plays in the US, but you might want to refer to what statutory rights you have as a consumer first.

aristobrat
Jan 6, 2011, 02:09 PM
Not sure how this plays in the US, but you might want to refer to what statutory rights you have as a consumer first.
In the US, there really aren't any statutory rights in this regards. This might be why Apple inflates their price in the UK. :D

ja12ke
Jan 6, 2011, 02:17 PM
Moral of the story? Just lie to get whatever you want.

OP, just go to store and check with the technicians. If they don't do an exchange, ask manager and tell him/her politely it's bothering you (if it is). Don't go around dropping lies to get whatever you want - it's a reflection of your personality. -_-

No, moral of the story is that you're paying $1300 for a c2d and you should get a laptop to your satisfaction. Get off your high horse and join the real world. You really think that the OP should run around to all these stores to exchange something that should have been caught at QA just because it's "within spec" according to apple? Stop going around judging people on a internet forum and think that you're some moral authority on something that has nothing to do with anyone's personality because of a manufacturer defect.

So the moral of the story is go somewhere else and enforce your "judgements", this is a computer forum.

ja12ke
Jan 6, 2011, 02:23 PM
You are not paying a premium for the laptop, you are paying the price that Apple charges.

You know this before you buy it and have the option to buy from another manufacturer. Fact is that everybody on here wants to use a Mac, hence they buy it, even though they could buy an equivalent performance for less.

However it would then not be a Mac.

QED

tut

It is a premium, it's a premium that I'm willing to pay because of some perceived benefit that I might receive as opposed to another product with the same performance. Just like I buy a BMW because of the perceived benefit over a Infiniti even though both are VERY comparable.

aristobrat
Jan 6, 2011, 02:30 PM
You really think that the OP should run around to all these stores to exchange something that should have been caught at QA just because it's "within spec" according to apple?
Just to play devil's advocate, AFAIK no consumer computer manufacturer "catches" dead pixels in the QA process without an additional fee. That includes other "premium" manufactures, like Lenovo (ThinkPads) and Sony.

Oddly enough, Dell gives you the ability to pay an extra $50 on their business laptops to be guaranteed to receive a machine with no pixels stuck on (doesn't say anything about dead pixels though). If Dell, the company known for providing things at the bargain-basement cheapest price, is charging $50 for the service that you think should be included with every machine that rolls off every manufacturers assembly line, exactly how much do you think Apple/Lenovo/Sony are going to upcharge for it?!?

ja12ke
Jan 6, 2011, 03:01 PM
Just to play devil's advocate, AFAIK no consumer computer manufacturer "catches" dead pixels in the QA process without an additional fee. That includes other "premium" manufactures, like Lenovo (ThinkPads) and Sony.

Oddly enough, Dell gives you the ability to pay an extra $50 on their business laptops to be guaranteed to receive a machine with no pixels stuck on (doesn't say anything about dead pixels though). If Dell, the company known for providing things at the bargain-basement cheapest price, is charging $50 for the service that you think should be included with every machine that rolls off every manufacturers assembly line, exactly how much do you think Apple/Lenovo/Sony are going to upcharge for it?!?

How about you just exchange it for the customer if it's within the return period. I buy laptops for my company, I buy at least 10 laptops (mac and pc) a year and set them up. In the last 5 years, I have had TWO laptops that's had a dead pixel! Funny both were Apples. The point is, that it is such a rare occurrence in the last 5 years, that the manufacturer should just exchange it for the customer if it's within the return period instead of having the customer running around the place and stating that it's "within" spec.

We just bought 4 Dell U2711 for the office for around $750 each, same panels as the ACD. Now Dell has a ZERO stuck pixel policy on these for 3 years! If they can have a policy on an IPS panel that has A LOT more pixels than a standard TN panel for 3 years, why can Apple just exchange the laptop if it's within the first 14 days? Point being, nowadays dead pixels are the exception and not the norm...Most if not all dead pixels occur within the first couple of weeks of operation anyway. This isn't rocket science...

aristobrat
Jan 6, 2011, 03:17 PM
How about you just exchange it for the customer if it's within the return period.
The leaked screen shot of Apple's pixel policy shows that they will exchange a product (one time) that contains fewer pixel defects than the quantity when Apple's normal pixel policy would kick in. :confused:

ja12ke
Jan 6, 2011, 03:23 PM
The leaked screen shot of Apple's pixel policy shows that they will exchange a product (one time) that contains fewer pixel defects than the quantity when Apple's normal pixel policy would kick in. :confused:

Then why were some people having trouble exchanging it???

And1ss
Jan 6, 2011, 03:48 PM
No, moral of the story is that you're paying $1300 for a c2d and you should get a laptop to your satisfaction. Get off your high horse and join the real world. You really think that the OP should run around to all these stores to exchange something that should have been caught at QA just because it's "within spec" according to apple? Stop going around judging people on a internet forum and think that you're some moral authority on something that has nothing to do with anyone's personality because of a manufacturer defect.

So the moral of the story is go somewhere else and enforce your "judgements", this is a computer forum.

You fail to understand what I'm pointing at. The person I was quoting blatantly said to just lie about it to get an exchange without much regard for the proper channels of getting a solution. Maybe that's the way he feels about getting an issue fixed, but in my opinion, that's not cool. This is forum, computer related or not, and this is my opinion.

How you approach a problem is an insight to how a person is in real-life, but that's just my view of the matter, so please don't go and try to make me sound like a high horse person.

The OP's original question is will they exchange it. There was no indication of whether Apple actually did the exchange or not. I simply suggested the OP to go to a store and go through the proper channels to get it replace. Secondly, it is a new computer so it shouldn't be bad to return and buy a new one, if necessary. There is no need to lie first to get an exchange in this case.