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Apple Extends Free Repairs of Anti-Reflective Coating on Select MacBook and MacBook Pro Models

Hi everybody,
I'm in VietNam. Firstly, sorry about my English, but I think you all will understand what I will say.
I am going to buy a second-hand MID 2014 MGXA2 Retina 15'. With option 950$ (very cheap in my mind), the macbook store showed me a macbook with terrible screen (Anti-Reflective Coating Issue, of course for a very cheap macbook mid 2014). I did not buy it and came back home.Before leaving the store, I captured its serial number for checking later.

I made a Google search for this problem and I found this topic. Following some opinions in here, I decided to chat with Advisor for confirming (about this topic) . I got a trouble that my captured serial number was not able to make a conversation. So I used a MAC 2017 Serial number found on Internet and showed them a faked story about my MAC ^^ Finally, I got a good new that this macbook is okay for free fixing. I will come back the store tomorrow to buy that cheap macbook and then take it to Apple Authorized Service Provider

So, this annoucement is THE TRUTH.
If your mac is eligible, take it to the nearest Apple Authorized Service Provider RIGHT NOW

Thank everybody for this useful information

Below is my chat content with Advisor. You can review it
6r_jcE_aTjCTUxxDhEdXXA.png
 
Yeah, they just turned down my early 2013 MBP due to missing the cutoff date by a couple months. What annoys me is the unit was in for testing on the video driver recall last year and they never mentioned the coating repair even though it was pretty obvious the unit had the problem. Probably the only way it will end up getting resolved for all is a class action suit.
 
P15-D24 said:
Probably the only way it will end up getting resolved for all is a class action suit.
Click to expand...

A class action suit for not performing free out of warranty service? The only winner would be the lawyer who would cost $400/hour to say you don’t have a case.

If you’re determined to win your only choice is to switch to Windows and convince your friends to follow suit.
 
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I dropped my mid-2012 off this afternoon. They are doing the battery and screen replacements for free! Invoice value >$1,200
 
Thanks to this post I was able to take in my mid-2014 rMBP with minor screen delamination for a free replacement. Was totally painless, about 10 min to drop off, two days to complete the work, and 5 min to pick up.
 
Screen Fix Notes:

Macbook Pro Retina 15 inch 2013
Purchase Oct 2013

Screen started going bad early 2017.

Aprit 2017 - I was in the Mac store getting another device repaired and mentioned my laptop's anti-glare deteriorating. The Genius Bar person said the fix program only lasted from three years from the date of purchase. I got home and realized I was over three years.

Novemeber 17 2017 - Read an article about the program being extended ... three years OR Oct 15 2017 which ever is longer.

November 17 2017 - Called Apple Support

1] The first person I talked with had never heard of this anti-glare repair program and put me on hold while she called another department. The other department told her to transfer me to her Senior Advisor for Exceptions. (45 minutes) Again, the Senior adviser had never heard of this repair program. After my repeating telling her it existed she finally found a document CP1526 about the program, but "it only covered three years not four so I was out of luck". I told her to keep reading as there should be something about "three years OR Oct 15 2017 which ever is longer." Then she said yes you are right but it is now November 2017. I told her that I had come into the store in April for something else and mentioned my laptop screen problem and had been told the same thing she first said about just the three years cut off and had been given wrong information since they did not mention the "OR Oct 15 2017" part, JUST AS SHE HAD NOT MENTIONED IT A MOMENT AGO. Thus I missed the opportunity to get it fixed because of faulty information. (phone call now at 1 hour)

2] The Senior adviser then transferred me to the Customer Relations department and that is when it seemed I had connected to heaven. What a difference! The gentlemen who helped told he his full name and sent me his phone number and extension. He said he wanted to totally take care of this issue because it was important to have happy customers. He offered to fix the screen problem, and also fix anything else they might find when they looked over the laptop, and he would send me a box with a return label to ship it to them in. I could not believe this was the same company. It was really like I had been transferred to the Disneyland department.

The turn around from him saying he would send me a box and getting the box, shipping to apple and getting the laptop back was fast, all total about a week.


So here are some tips:

1] Do not feel bad about doing what you have to in getting this screen issue fixed. These screens should not be going bad in one year or four years or ten years. I have TV's and other computer screens ten years old that are working fine. Apple promotes these products as top quality and they should stand behind them period! ... especially a Known issue like this. The four year time limit is petty, cheap and wrong.

2] When you call in ask for Customer Relations group right off away regarding the Macbook Pro Anti-reflective coating program MBPR (as discussed in their internal document CP1526).

3] If you were given faulty warranty info from one of the many uninformed apple representatives and missed out on the extra year of their coverage like was my case, they should fix your laptop.

Good Luck

I just ordered the Kuzy screen protector to hopefully protect this new screen from having the same problem.
 
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useless.misc said:
Wow. What was your script? Store/senior phone advisors are now demanding I go through another repair, even though it'll probably repeat again after the repair's warranty period.
Click to expand...

Im in Australia and know consumer law. I had direct contact with their Executive Liaison Team in Sydney so whenever an issue came up, I told them asap. The first screen was replaced for free before the official programme internally, then 6 months later it started again and I told them I am not going for a second screen as there is no guarantee this will resolve it. I then demanded a whole new system - same ram and hard disk but upgraded internals, new discrete GPU, force touch trackpad and faster ssd - all at no extra cost to me despite the price increasing AU$800 since the original system.
 
I guess I forgot to post back, so here goes...After getting the initial approval for the repair (which I already posted about), I dropped it off several days later (I didn't want to be without it during the holiday break). Despite a several day estimate, I got a phone call informing me that my battery was failing a diagnostic test and asking if I wanted them to replace it for $199. I declined, because I hadn't noticed a major issue, often use it at home plugged in, and they weren't saving me any money by doing it now versus later. It looks like the screen replacement got done later that evening (I got an email about it, but didn't get a phone call until the next morning). Everything looks good, including the line through my old screen which is now gone. :)
 
Just scheduled my apple store appointment, hope it goes good....my screen has been looking bad. I was able to get some help from the online chat advisor that just asked me the basics
1) what kind of screen cleaner you use to clean your Mac
2) Can you see the issue at different lighting/angle screen off/on
3) do the splotches look random
 
I'm in Australia and had my screen replaced via my local Mac dealer (Leading Edge Dubbo) without any problems. Dropped off Monday morning, picked up Tuesday afternoon. No charge.

It was a late 2013 model originally purchased in June 2014 - so outside my own original and Apple Care warranty, but within the four years.

They said they had done a few of these previously under the regular warranty, but were able to confirm the new extension to the program with Apple.

Just thought I would post in case there was someone from Australia wondering if it applied here too. No wuckas.
 
I spoke to a senior advisor which claimed the 30th of October was the last date for this. I purchased my Late 2013 MacBook Pro on the 16th of December 2013 and I told him I still had two weeks to go, but it made no difference.
Bummed by his response I started an online chat where I linked this article and was immediately told I was eligible. The frontline phone support only knew about the 3 year date, utterly worthless and even told me I can't trust the info on MacRumors.

I left my computer at an Apple Authorized Service Provider today, the chat guy booked a meeting for me.

I would suggest to keep trying, Apple support is all over the place on this issue.
 
I just got a call saying that the part was constrained so they're giving me a new MBP!!
 
My personal theory as to why this could be is that the film can be punctured with the tiny scratches that form on a screen with normal use. all the reasons Apple states seem to imply that the user is at fault, but the tiny scratches that form when using cleaning cloths and closing the screen should not cause such damage. On my late 2013 15" I have a bunch of little spots of delamination. This is very aggravating because I take verrrryyy good care of this thing. I have 17 battery cycles, There is not a scratch or nick on the entire computer, and I clean the keyboard daily. I completely baby this thing and I still have delamination from gently cleaning dust with a cloth.
 
Received my Late 2013 MBP 13" back today. 2 weeks ago I called Apple customer service and was told the program expired at the end of October. Then I tried an independent (but Apple certified) repair shop, which agreed the program was extended and that my screen had the problem, but they refused to do the repair because they thought some of the delamination may have been user damage (it wasn't, but I understood their concern). So as a last ditch effort I took it to the closest Apple store, and the Genius agreed it was bad and immediately sent it off. That was Thursday. Laptop came home today. Was shipped out to an independent repair shop in Houston. In addition to replacing the screen (which looks great) they also cleaned the machine up. Very happy with how it turned out.

tl;dr just go straight to the Apple store. Don't waste your time calling.
 
Well, I've had a nightmare few weeks following the second screen replacement.

After a few days following the repair, the back of the unit starting making popping noises. So, I took the unit back. Apple were at a loss at first because I was unable to replicate in store. The popping only happened when the unit was running hot. I showed them a video and they agreed it was not acceptable. They reseated the back plate and sent me on my way.

Disappointingly, it happened again that same evening.

So, another Genius appointment was arranged. During this further visit, a complete rebuild of the system with a new Top Case Assembly and Backplate was agreed. I took the unit away whilst I waited for the parts. Apple tried to charge for this, but I challenged their decision, they eventually agreed to waive the cost.

That evening, I noticed that the replacement screen albeit Staingate free had a dead/stuck pixel.

I telephoned the store and asked them to order another screen replacement. This time they did not even want to see the machine or the dead pixel.

As of yesterday, the entire outer Assembly; screen, case, backplate has been replaced, with all internals transferred over and a new battery.

It has been quite the journey over the last few weeks. And a little hit and miss with my experience of Apple. I'm still putting my MBP through it's paces to see if the repairs have taken successfully.

I'm on the third screen and the entire out case (battery) is brand new. The total cost was somewhere upwards of £1500. Thank God for AppleCare.
 
I just have to say thanks to Macrumors for making me aware of this replacement program. I'm in the UK and have had a bit of the reflective coating coming off since the first six months of owning my late 2013 macbook pro. I never bothered to get it replaced as I thought it was something I had done. After I noticed it, I started putting a cloth between my screen and keyboard which stopped it getting worse. It is 4 years old in three weeks so after reading this article, I quickly contacted my local reseller and asked if it the screen could be replaced for free. They confirmed it would be. I just got it back today and it is like having a new laptop. :)
 
Hi guys,
I have Macbook pro 13" late 2013, bought it in July 2014. My screen looks horrible, keys ripped of some of the coating and in the top and bottom it's almost entirely gone.
We have only one Apple authorized service in my country. I visited them, they took photos and sent to Apple. Few days later I got a call, they said Apple refused because of a tiny scratch in the top case. Am I the only one or others are rejected because of a tiny scratch as well?

Every time I call to Apple or start a chat, they claim that the program expired and they didn't extend it to 4 years.

I think my laptop will become unusable after a while. What are my options?
 
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Minas said:
Hi guys,
I have Macbook pro 13" late 2013, bought it in July 2014. My screen looks horrible, keys ripped of some of the coating and in the top and bottom it's almost entirely gone.
We have only one Apple authorized service in my country. I visited them, they took photos and sent to Apple. Few days later I got a call, they said Apple refused because of a tiny scratch in the top case. Am I the only one or others are rejected because of a tiny scratch as well?

Every time I call to Apple or start a chat, they claim that the program expired and they didn't extend it to 4 years.

I think my laptop will become unusable after a while. What are my options?
Click to expand...

Your only option now is to pay for the repairs to your unit. AppleCare does not cover damage caused by you. And if you unit is in a used state when they evaluate it, you have less chance of a successful claim. Ideally, you should always clean your machine up before they evaluate it. Tough but that is how it is. Do you have insurance with accidental damage, that would be another option if you have..?
 
randomgeeza said:
Your only option now is to pay for the repairs to your unit. AppleCare does not cover damage caused by you. And if you unit is in a used state when they evaluate it, you have less chance of a successful claim. Ideally, you should always clean your machine up before they evaluate it. Tough but that is how it is. Do you have insurance with accidental damage, that would be another option if you have..?
Click to expand...

Hey, I tried one more time yesterday to contact with Apple. Sent photos of the scratches and everything. They asked me to contact with the local AAD and ask if they can accept an AppleCare exception. I called them today, they confirmed that. So I contacted with Apple senior advisor again later and he opened a case for me.

I visited them again about an hour ago. First they said the same, that it has scratches and they should get confirmation from Apple. I had to explain them for few times that I already contacted with Apple and they opened a case. Finally they checked and confirmed that. Now I just need to wait for replacement screen to arrive in the service center in few weeks and they will replace it!
 
Guys, it's great that Apple has recognised an issue with the coatings of the Retina screens. And yes, I have benefitted from this programme a few times now. In fact, four times thus far.

However, be aware that some screens might have a coating issue, but once replaced they might also have a backlight bleed issue... Hence, the number of replacement Display Assemblies that I have had.

So far, the last two have had significant backlight bleeding. So much so, Apple are now in the process of replacing my entire unit. They do not want to repair it a fifth time. And in all honesty I agree entirely. The situation has gone beyond that.

In a nutshell, keep a check on your new screen. It may not have a coating issue but it could have bleeding. The latter of which I would say IMHO, is worse.

YMMV.
 

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FYI... My computer was purchased Nov 2013 and I was just told this after they confirmed I was eligible via chat:

"However, at this point, due to busy season, service inventory is temporarily unavailable for the MacBook Pro Anti-Reflective Coating repair process. The Anti-Reflective Coating Repair can only be done after 18 February 2018 as it will be made available after that time"
 
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