2015 MBPr Delamination

[diane143]

I bought this machine new, May 2015, with AppleCare (now expired).

Monday I brought it into Apple for a new battery. When I got it home late Tuesday, I noticed swish marks across the screen. They had used something wet to clean it and didn't wipe it off well. I tried to get it off with the cloth that came in the box, but could really only get the center clean. Yes, we had it open and booted before I left the store, but the lighting was such that it wasn't apparent. I *could* see that they had cleaned the screen as I tend to leave fingerprints all over, but I didn't see the swipes until I was back at my desk.

I went back in today to ask them to clean off my screen. He whips out an alcohol wipe, wipes it all down again and announces it's delaminated. They claim they can see a bit of it in the pix they took as I gave them the machine Monday (and did not send me the pix as I asked, so I will need to make ANOTHER trip up there, and am fully annoyed by that).

I do have a couple of pix I took Tuesday as I was installing a new router, and can't really see the delimitation in them. What I see now that the screen is fully "cleaned" is awful, and definitely not what I gave them Monday, fingerprints or no fingerprints.

How long does it take once delimitation start? Does it really happen this quickly?

I have never used anything wet on the laptop anywhere, but with covid they apparently do wipe everything down with alcohol - quite liberally too!

I took these pix when I got home from the "cleaning". I would have noticed this before now, I use the laptop all day every day, in all types of lighting! The entire screen looks just like this, all scratched up. $400 to replace from them, they say in their chipper voices.

 

[Macdctr]

I had the same problem with delamination of my screen on my Early2013 15 inch MBP. I used mouthwash and microfiber cloth to "wipe off" the rest of the peeling anti-glare coating to clean up the display. Since I use my 15 inch in my home away from the window, it does not bother me not having the anti-glare coating and the screen is clean.

Since Apple won't warranty my delaminated screen with a fresh new one, this is the alternative for me...

 

[EugW]

This is a common problem with the 2015 MBP. So you're saying the Apple tech caused the delamination? If you have proof it wasn't like this before I'd bitch and moan with them saying they caused this.

It was likely that yours was on the verge of delamination, or perhaps it had just started, and then someone there used a solution on that screen they shouldn't have and all hell broke loose on that screen.

But yeah, as @Macdctr says, people have used microfibre cloths with Listerine, or else baby wipes, to remove the rest of the anti-glare coating. The problem though is that some people have damaged their screens doing this, either by putting too much pressure on the screen and/or hinge, or else by using too much liquid which seeped into the seams.

 

[diane143]

Thanks to both of you. I don't know if I have proof, I asked them to email me the photos they took when I dropped it off, and they didn't. They sent me the work order without the pix. So I have to go back again (that area is pure hell this time of year) - unless someone knows how to call and Apple store and get them to answer.

Are the alcohol wipes safe for these screens? The guy did it again in front of me, I'm saying ok I thought nothing wet on these screens, he says it's not wet, and it's dripping until he wipes it off. Yeah, it was wet. So that's twice this week they did that.

Then he says, well this happens if people use ammonia. Great, except I already said I've NEVER used anything wet on the computer anywhere because of the damn screen!

How quickly does delimitation happen once it's started? I think my only hope is the original photo they took. There are no notes on the work order noting any defects other than the battery issue.

When it delaminates will everything eventually come off on its own or does one have to rub it off?

 

[EugW]

When it delaminates will everything eventually come off on its own or does one have to rub it off?

I'm no expert but from what I gather, when it delaminates, it will always look like garbage unless you intentionally remove all of it. Basically, part of it rubs off, but other parts stubbornly stay on for the life of the machine, so it looks horrible. So the solution is to rub it off with a Listerine or baby wipes or whatever.

I've seen descriptions saying they could rub it off in 15 minutes, and others saying it took almost two hours. And then at the end of it, if you haven't done it carefully, there is a chance you've wrecked the screen.

 

[diane143]

So this guy says he used rubbing alcohol to remove his coating.

Delamination of anti-gloss retina coating… - Apple Community

discussions.apple.com

Is that the same as what's in the alcohol wipe packets?

I feel like walking in the store tomorrow and grabbing one off the table!

 

[EugW]

So this guy says he used rubbing alcohol to remove his coating.

Delamination of anti-gloss retina coating… - Apple Community

discussions.apple.com

Different people have used different stuff.

Bottom line is Apple used a crappy anti-glare coating, and various different solvents can remove it, faster than they should be able to remove it.

I'm not sure I'd recommend using cotton balls though. They tend to release a lot of liquid quickly. You don't want that stuff to seep in under the screen. However, YMMV.

Is that the same as what's in the alcohol wipe packets?

My understanding is that they're most often ethanol + water. Rubbing alcohol is usually isopropyl alcohol (which is poisonous).

 

[Macdctr]

This is a common problem with the 2015 MBP. So you're saying the Apple tech caused the delamination? If you have proof it wasn't like this before I'd bitch and moan with them saying they caused this.

It was likely that yours was on the verge of delamination, or perhaps it had just started, and then someone there used a solution on that screen they shouldn't have and all hell broke loose on that screen.

But yeah, as @Macdctr says, people have used microfibre cloths with Listerine, or else baby wipes, to remove the rest of the anti-glare coating. The problem though is that some people have damaged their screens doing this, either by putting too much pressure on the screen and/or hinge, or else by using too much liquid which seeped into the seams.

This is where you have to be very careful when wiping off the peeling anti-glare coating using a microfiber cloth and Listerine. It takes patience and you can't rub too hard on the surface or you will crack the screen.

 

[arche3]

Store rep ruined your laptop and won't fess up to it. Talk to the manager about it. If it was the manager tell him you will contavy apple corporate and also file a complaint with the BBB against that specific store. Tell the idiot he needs to replace your screen.

 

[pshufd]

I have 2014 and 2015 MacBook Pros and don't have this problem but I've only ever cleaned with a moist cloth (water). After I found out about the de-laminating issue, I switched to just wiping it with a microfiber cloth. It does sound like the person at the shop damaged your screen wiping it down with alcohol. Alcohol is commonly used for cleaning electronics, particularly contacts.

I had the batteries in these two systems replaced this past May and I don't think that they did anything to the screen at all. I would hope that techs would know about the screen issue as Apple did issue a recall for this a while ago and it was widely known about on this forum.

 

[diane143]

I have 2014 and 2015 MacBook Pros and don't have this problem but I've only ever cleaned with a moist cloth (water). After I found out about the de-laminating issue, I switched to just wiping it with a microfiber cloth. It does sound like the person at the shop damaged your screen wiping it down with alcohol. Alcohol is commonly used for cleaning electronics, particularly contacts.

I had the batteries in these two systems replaced this past May and I don't think that they did anything to the screen at all. I would hope that techs would know about the screen issue as Apple did issue a recall for this a while ago and it was widely known about on this forum.

I have always dry wiped this one, even though the store once told me I could use a damp cloth. I've had it in for service a number of times and they always clean the screen off but this was the first time there were obvious wet marks on it. I could only get the center cleaned, so when I brought it back in, he used the packet and wet it down again and I swear it got worse. I was in such shock they they got it so wet I was completely speechless. Apparently they are deep disinfecting due to covid protocols.

Store rep ruined your laptop and won't fess up to it. Talk to the manager about it. If it was the manager tell him you will contavy apple corporate and also file a complaint with the BBB against that specific store. Tell the idiot he needs to replace your screen.

Funny thing, the guy who I think was the manager was there. They called a second person over to help me and I saw the guy I'd worked with when he took it in, and picked it up. He walked over to ask someone a question, saw me and said "Looks like I got in the middle of something" and backed away. I said, no wait, can I talk to you about this and he walked off.

Granted, they were busy but still. His last words to me when I picked up the laptop was "Please come back and see me if you have any problems"

 

[Fishrrman]

Is the Apple "StainGate" screen replacement program still in effect?

If so, it might cover this.

When you take it back, bring this up with the store manager.

By the way, "dry wiping" the screen isn't such a good idea, either.
The MBP retina displays have a VERY fragile "sprayed-on" particulate anti-glare coating.
Almost any contact with it can begin to wear it down -- hence, the spots and streaks you see.

The best way to maintain a retina display is to not "clean it" at all. Of course, this is impossible, so the next-best way is to touch/clean it as little as possible.

If there's dust on, just "dust across the surface" (NO pressure) with a soft cloth.
If there's something that won't come off that way, use a dampened cloth (NO alcohol) and as little pressure as possible to dislodge the item. Then... dust dry.

 

[diane143]

Is the Apple "StainGate" screen replacement program still in effect?

If so, it might cover this.

When you take it back, bring this up with the store manager.

By the way, "dry wiping" the screen isn't such a good idea, either.
The MBP retina displays have a VERY fragile "sprayed-on" particulate anti-glare coating.
Almost any contact with it can begin to wear it down -- hence, the spots and streaks you see.

The best way to maintain a retina display is to not "clean it" at all. Of course, this is impossible, so the next-best way is to touch/clean it as little as possible.

If there's dust on, just "dust across the surface" (NO pressure) with a soft cloth.
If there's something that won't come off that way, use a dampened cloth (NO alcohol) and as little pressure as possible to dislodge the item. Then... dust dry.

I think it was closed out a couple of years ago. I honestly clean it about once a year, which usually coincides to me needing a new power cord and I always bring everything in there for them to test, and they wipe it down. I cleaned it while away in Sept and there were no marks on the screen then.

I'm still wondering how quickly things start happening once delamination starts.

Is the manager different than the admin? The guy I worked with the other day was called an admin, said he was there all the time.

 

[Macdctr]

Apple StainGate recall is closed but if you can prove this was caused by the store and have pictures to prove it, I would try getting the store to own up to this and replace your screen free of charge since it was them who messed up your screen. I would be upset if they messed up my screen...

 

[diane143]

Apple StainGate recall is closed but if you can prove this was caused by the store and have pictures to prove it, I would try getting the store to own up to this and replace your screen free of charge since it was them who messed up your screen. I would be upset if they messed up my screen...

The most recent photo of the screen is the one they took Monday, and they couldn't manage to email it to me yesterday. I'm going to have to go back and try again. But it was a tiny little picture in the middle of my file they they couldn't zoom in on. And the guy who wet cleaned the screen last night insisted he could see delamination in that photo, but I could not.

 

[ptfuzi]

You can use microfiber and a bit of isopropyl alcohol to remove dirt attached to the screen.

If you you use clorox wipes it's the same as listerine, it will destroy the anti glare coating

 

[EugW]

You can use microfiber and a bit of isopropyl alcohol to remove dirt attached to the screen.

If you you use clorox wipes it's the same as listerine, it will destroy the anti glare coating

Some people have used isopropyl alcohol to remove the coating.

That said, I have used tiny amounts of lens cleaner to clean, and that AFAIK usually contains some isopropyl alcohol.

 

[ptfuzi]

Well IPA is really not good to remove the Coating, those people should use clorox wipes then

 

[diane143]

Is there a way to make an appointment with the manager? The guy I worked with when I dropped the laptop off last Monday called himself an admin. He said he was there all the time, but I'm not sure if admin = manager.

They were pretty adamant that the screen had issues when I dropped it off to them and I'm not sure what it will take to break their belief in that. Again, the work order doesn't state any defects on the machine. Thanks!

 

[diane143]

Got back to the store yesterday and talked to a manager. They agreed to replace the screen! I'm not sure what tipped things in my favor, but here's what happened. She does believe the screen was starting to delaminate and she was able to blow up the picture they took when I dropped it off last week, on a large monitor, to see it. Neither of us could really see it in the iPad picture they had embedded in my repair order. When she pointed out the two areas they felt were delaminating, they were along two different edges. Looking at those areas on my screen with her did not show severe delamination and it's clearly on the entire screen now, so it still leaves us with "how quickly does this happen".

They wrote on my initial repair order that the laptop had "no physical damage", which I'd hoped was my ticket to an easy replacement. Turns out Apple considers customer created issues to be physical damage (dented case, cracked screen). Delamination is considered wear and tear and they don't put that on the work order. By the end of the conversation we agreed *any* defects should be listed on the repair order, and of course they could have used it as an upsell opportunity on my initial repair!

They are sending it back to Apple for the repair and while not ideal for me this time of year, I'm not complaining.

And let me tell you, EVERY SINGLE mark on this laptop is now noted on the work order, we went over them and mutually agree with all of them. They also told me my hinge is binding up, which no one mentioned last week. It's happened so slowly I didn't notice.

Weird thing, when I went in last week they wiped it down with something they pulled out of a single use packet, which were piled in the center of the table with hand sanitizer bottles. I was kicking myself after I got home for not grabbing the empty packet that he threw on the table. Yesterday I walked through the entire store and there weren't ANY wipe packets on the tables. She tried to tell me they didn't wipe screens down when doing repairs but mine was wet wiped twice by them, and she finally backpedaled on that saying it was an approved product. But it does make me wonder if somehow the wrong type of wipe was in the store the week my laptop was in.

 

[pshufd]

Got back to the store yesterday and talked to a manager. They agreed to replace the screen! I'm not sure what tipped things in my favor, but here's what happened. She does believe the screen was starting to delaminate and she was able to blow up the picture they took when I dropped it off last week, on a large monitor, to see it. Neither of us could really see it in the iPad picture they had embedded in my repair order. When she pointed out the two areas they felt were delaminating, they were along two different edges. Looking at those areas on my screen with her did not show severe delamination and it's clearly on the entire screen now, so it still leaves us with "how quickly does this happen".

They wrote on my initial repair order that the laptop had "no physical damage", which I'd hoped was my ticket to an easy replacement. Turns out Apple considers customer created issues to be physical damage (dented case, cracked screen). Delamination is considered wear and tear and they don't put that on the work order. By the end of the conversation we agreed *any* defects should be listed on the repair order, and of course they could have used it as an upsell opportunity on my initial repair!

They are sending it back to Apple for the repair and while not ideal for me this time of year, I'm not complaining.

And let me tell you, EVERY SINGLE mark on this laptop is now noted on the work order, we went over them and mutually agree with all of them. They also told me my hinge is binding up, which no one mentioned last week. It's happened so slowly I didn't notice.

Weird thing, when I went in last week they wiped it down with something they pulled out of a single use packet, which were piled in the center of the table with hand sanitizer bottles. I was kicking myself after I got home for not grabbing the empty packet that he threw on the table. Yesterday I walked through the entire store and there weren't ANY wipe packets on the tables. She tried to tell me they didn't wipe screens down when doing repairs but mine was wet wiped twice by them, and she finally backpedaled on that saying it was an approved product. But it does make me wonder if somehow the wrong type of wipe was in the store the week my laptop was in.

This is like going around the rental car and noting damage before you drive it away and when you return it.

I actually go around the car with my cell phone taking video of the car before I take it out and when I return it.

 

[diane143]

This is like going around the rental car and noting damage before you drive it away and when you return it.

I actually go around the car with my cell phone taking video of the car before I take it out and when I return it.

Yep, we discussed that analogy. I've brought phones and computers into Apple for years and never had an issue. But from now on I will do the same and make sure we agree on any marks and scratches before it leaves my hands.

 

[Fishrrman]

It sounds like Apple did the right thing by you.
Enjoy the new display!

(check my post 12 above re "screen maintenance"...)

 

[diane143]

I dropped the machine off Monday afternoon, they shipped it to Apple and I was able to pick it back up Wednesday - amazing!

They are 99.9% sure the replacement parts Apple uses can still delaminate.

The new hinge feels great! It had acted up so slowly I never noticed.

 

[pshufd]

I dropped the machine off Monday afternoon, they shipped it to Apple and I was able to pick it back up Wednesday - amazing!

They are 99.9% sure the replacement parts Apple uses can still delaminate.

The new hinge feels great! It had acted up so slowly I never noticed.

Glad you were made whole.

I have 2014 and 2015 Retinas and have not seen any delamination so I got lucky but one reason that I buy Apple products is that they have been very good to me on standing by their products.