Apple Launches New Backlight Service Program for 2016 13-Inch MacBook Pro Display to Address 'Flexgate' Issues

[nikusak]

Flexgate? Apple has more gates than Yankee Stadium!

Maybe.

Also, Apple #gates seem to get way more attention than anyone else’s problems.

If Dell or Lenovo issues a battery recall or whatever, it doesn’t make the New York Times front page.
[doublepost=1558505389][/doublepost]

It's too blatantly obvious of a design defect to weasel out of by blaming the customer. What people want to know is how does this even pass the prototype stage? Even if it's blamed on an intern it wouldn't pass peer review unless everyone is high on crack. The only other reasonable explanations are it was purposely designed for early obsolescence to milk high repair fees or force early upgrade purchases.

Yeah right.

Surely Apple designs expensive laptops which fail in a few months on purpose to make people buy new ones.

Come on people now. This is just silly. Yes, I know, this is MR, but still, please be reasonable.

Making customers angry is never a good business practice. Happy customer is a returning customer. Happy customer is a customer who recommends her purchase to others as well.

That brings way more money than repairs ever.

Designing unreliable products makes zero business sense and of course you all know this.

(And who is blaming the customer? You are just making stuff up now.)
[doublepost=1558505644][/doublepost]

i wonder if they're going to fix this with the exact same part. which means the issue is bound to occur again.

No, they will put in an even shorter cable so that it breaks earlier and makes you super angry and ensures you will never ever buy an Apple product again. Apple hates their customers.

Seriously: of course they will put in a longer and/or more durable cable.

(Yeah yeah, previous keyboard replacements probably didn’t change anything, but that’s because it was probably more or less impossible to introduce a totally new mechanism to older devices)

 

[Christian 5G]

Exactly!!! Is Apple repairing the problem by using longer flex cables or are they simply replacing a failed part with the same part which will eventually fail again in the same manner?
[doublepost=1558465513][/doublepost]

Thanks for the pic.... That is awful.

There’s a video made by another reddit user last month as well just like my problem if you ever need reference.
https://www.reddit.com/r/macbookpro...te_video/?utm_source=share&utm_medium=ios_app

 

[DanBig]

So 15" models are SOL they also encounter the problem!
[doublepost=1558541537][/doublepost]

There’s a video made by another reddit user last month as well just like my problem if you ever need reference.
https://www.reddit.com/r/macbookpro...te_video/?utm_source=share&utm_medium=ios_app

That user is having a problem with the video signal cable Vs the display backlight cable. Similar problem, different cable.

 

[smirking]

Yes!!!!!!!!! Let me set up an appointment.

How long does it take for apple to complete a display change? I may have to wait until next week.

It took 5 days when I had the display changed in my 2016 MBP for an unrelated issue, but they ended up changing a lot more than just the display. I ended up getting a new display, TB3 ports, GPU, and logic board. I'm not sure why they changed all of those other components, but it sure was nice.
[doublepost=1558560901][/doublepost]

So 15" models are SOL they also encounter the problem!

If it's a problem on the 15", I'm sure they'd extend the program to the 15" too. I had a heavily used 2016 MBP for 26 months that went through plenty of trauma and none of the "fear" components failed. I regularly used it with the lid wide open. I got it serviced before selling it for other reasons.
[doublepost=1558561094][/doublepost]

Exactly!!! Is Apple repairing the problem by using longer flex cables or are they simply replacing a failed part with the same part which will eventually fail again in the same manner?

If they just need a longer cable, it'd be awfully idiotic for them to not use a longer cable, wouldn't it? When I got my 2016 MBP serviced under AppleCare, they fixed a non-Flexgate screen issue that I brought it in for by replacing the display, but they also replaced a lot more than just the display. They replaced stuff that I wasn't complaining about. I had loose TB3 ports. I thought that was just how they were. They gave me new TB3 ports that had plenty of grip.

I don't think they're going to intentionally give you a defective cable.

 

[Christian 5G]

So 15" models are SOL they also encounter the problem!
[doublepost=1558541537][/doublepost]

That user is having a problem with the video signal cable Vs the display backlight cable. Similar problem, different cable.

Could you elaborate on the “different cable”? I took this sentence from the post on macrumors
“According to repair site iFixit, which first highlighted the problem, 2016 and later MacBook Pro machines are using thin, fragile display flex cables that are prone to malfunctioning with repeated closing and opening of the MacBook Pro's display.

The flex cables are loosely wrapped around the display controller board and when the MacBook's display is opened, the cables are pulled tighter, leading to tears and problems over time. ” https://www.macrumors.com/guide/flexgate-macbook-pro-display-issue/amp/?usqp=mq331AQCKAE=

Isn’t it still so-called “flex” cable from wearing out (or other internal factors) that’s ruined? I will find out tomorrow when I take it in.

Great video from I fix it presenting the issue

 

[kingtj]

Yes! Should definitely be covered. A friend of mine JUST had the exact same thing happen with her Macbook Pro 13" 2018 model and paid an authorized Apple reseller $500 to repair hers. Yesterday, she called Apple to complain and they're refunding the $500 to her bank account "in the next 10 business days".

4 weeks ago I closed my computer, reopened it and no backlight. The screen was on but went dim and so did the keyboard back light. Out of warranty and cost me $500. Any idea of this is what’s being covered?

 

[Val-kyrie]

If they just need a longer cable, it'd be awfully idiotic for them to not use a longer cable, wouldn't it? When I got my 2016 MBP serviced under AppleCare, they fixed a non-Flexgate screen issue that I brought it in for by replacing the display, but they also replaced a lot more than just the display. They replaced stuff that I wasn't complaining about. I had loose TB3 ports. I thought that was just how they were. They gave me new TB3 ports that had plenty of grip.

I don't think they're going to intentionally give you a defective cable.

The current problem stems from the fact that the cable is too short for the lid to open all the way without stretching and breaking the cable’s connection with the LCD. The cable is actually one piece with the LCD on these models. I ask because I am interested if Apple has revised the part to fix the issue or if Apple is just replacing one part with the same problematic part, like Apple is doing with 2016-2017 MB(P) keyboards.

 

[smirking]

The current problem stems from the fact that the cable is too short for the lid to open all the way without stretching and breaking the cable’s connection with the LCD. The cable is actually one piece with the LCD on these models.

Understood, but where we assume too much is that it is only an issue of the cable length. It could be that cable length only matters in certain cases or there were multiple suppliers each producing identical looking units, but only the cables from one supplier was consistently showing up in repair orders.

Everyone wants to see longer cables, but that’s not necessarily a good thing either and iFixit acknowledges it too. A longer cable might be subject to different kinds of mechanical stress. These things are so compact that there’s no room for error and any change, no matter how innocent, might have side effects.

I just feel better that the issue is being acknowledged and addressed with a repair program. If they were willing to do it for the 13”, I’d assume they would extend it to the 15” too if it also proves to be problematic.

4 years is a pretty good warranty. I know people expect their computers to last 100 years, but I’ve found in the past that you’re pretty much on borrowed time by the 5 year mark no matter what. Anything can fail and brick your computer. I worry more about logic boards than keyboards and displays.

 

[Christian 5G]

Took my 16 with the vertical lines issue today and they took it in for this repair. Great, now when I get it I will put it up for sale, keeping my ‘18

 

[DanBig]

Could you elaborate on the “different cable”? I took this sentence from the post on macrumors
“According to repair site iFixit, which first highlighted the problem, 2016 and later MacBook Pro machines are using thin, fragile display flex cables that are prone to malfunctioning with repeated closing and opening of the MacBook Pro's display.

The flex cables are loosely wrapped around the display controller board and when the MacBook's display is opened, the cables are pulled tighter, leading to tears and problems over time. ” https://www.macrumors.com/guide/flexgate-macbook-pro-display-issue/amp/?usqp=mq331AQCKAE=

Isn’t it still so-called “flex” cable from wearing out (or other internal factors) that’s ruined? I will find out tomorrow when I take it in.

Great video from I fix it presenting the issue

There are four discreet cables. The FlexGate issue was within the backlight cable. There are two other cables which carry the displays video data to the display one of these is failing in the posters video. The last cable carries the camera and microphone data.

 

[Ribitsch]

Maybe.

Also, Apple #gates seem to get way more attention than anyone else’s problems.

If Dell or Lenovo issues a battery recall or whatever, it doesn’t make the New York Times front page.
[doublepost=1558505389][/doublepost]
Yeah right.

Surely Apple designs expensive laptops which fail in a few months on purpose to make people buy new ones.

Come on people now. This is just silly. Yes, I know, this is MR, but still, please be reasonable.

Making customers angry is never a good business practice. Happy customer is a returning customer. Happy customer is a customer who recommends her purchase to others as well.

That brings way more money than repairs ever.

Designing unreliable products makes zero business sense and of course you all know this.

(And who is blaming the customer? You are just making stuff up now.)
[doublepost=1558505644][/doublepost]
No, they will put in an even shorter cable so that it breaks earlier and makes you super angry and ensures you will never ever buy an Apple product again. Apple hates their customers.

Seriously: of course they will put in a longer and/or more durable cable.

(Yeah yeah, previous keyboard replacements probably didn’t change anything, but that’s because it was probably more or less impossible to introduce a totally new mechanism to older devices)

It’s not that obvious, because they also replace defect keyboards with the same kind of flawed keyboards.

 

[00Diablo]

What about the 2017 12.9” iPad Pro with similar issues?

Mine started exhibiting occasional non-responsiveness to touch just a month or so outside of warranty, although it would still respond to the pencil. It came and went over the next few months until it started exhibiting the stage light issue as well. That’s when I got fed up with this so-called “premium” product and took it in to the Apple Store about 3 weeks ago.

They said the issue was non-repairable, and since the unit was about 5 months outside of warranty there was nothing they could do as far as a replacement. After I complained a bit, the best they could do was bring over a store manager who offered me to buy it back with a $405 credit back to my card. I reluctantly took it, but after a long history of good experiences with Apple products am still surprised I ended up losing over half my investment on one of their top of the line “premium” products within 18 months of purchase.

Now I read Apple is offering a repair program for this issue? What happens to those who already got the shaft on this? Any possibility of an accommodation after the fact?

 

[Lone Deranger]

Also, Apple #gates seem to get way more attention than anyone else’s problems.

That's in part because Apple and it's very vocal community of evangelists keep claiming that their products are superior to other manufacturers. And in some ways they certainly are. And Apple sure doesn't hesitate to price their products accordingly (going way above and beyond, one might argue).
So given this attitude and behavior, naturally people expect more from Apple products. When they start failing, (certainly as frequently as these dreadful Touch-bar generation models are), they're rightfully going to get called out on it.
And be thankful for that, because it adds pressure on Apple to do the right thing and instigate these repair programs, instead of merely deleting threads that highlight these issues on their forums.

 

[IIGS User]

So, it cost me over $500 to get the display on my MBP fixed this time last year. I took it to an Apple store. Do I still have to beat them up for a refund, or will they let me know?

I'm guessing Ol' Timmy is going mu HAHAHAH all the way to the bank hoping no one calls. Thing was out of warranty like 28 days, and the manager of the store (Christiana, DE) was a TOTAL DICK about the repair. Considering I've spent over 20K in this place over the years, I was a bit miffed. I could use that money for my hospitalization co pays.

I've been a fan for years, but if Apple is going to start making disposable crap like Microsoft and Google, I may as buy the cheap stuff and just throw it away when it breaks.

I can write down my passwords, or use a different password manager, and with streaming music, the whole "ecosystem" thing is becoming kinda moot as I can listen to whatever music I want wherever. The web is the web web, and if I can run a basic word processor, I'm happy.

I still like my Apple products, but I see a downward trajectory to the product that makes me think twice. I understand it's a business and all, but no one ever became and stayed successful by charging a premium price for an equal, almost mediocre product.

Sears, GM, JC Penny.

Apple will populate this list some day if they don't get their head and their ass wired together quickly. Hubris is a dangerous thing. Cook seems to have it in spades....

 

[Ashfield]

Just took my 'flexgate' affected late 2016 MBP 13" to an Apple approved reseller store and they replaced my screen by later the following day free of all charges. I was very happy with final outcome but this flaw should have been addressed much earlier by Apple. I imagine that now, after 2 1/2 years, more and more users are experiencing the backlight problem daily.

 

[gnyce]

has anyone had any luck getting this replaced before the issue occurred? the reason that i ask is because i feel as if the issue is inevitable, but with my limited usage of the laptop it may not happen for some time, possibly past the service programs expiration date. i wonder this too with the keyboard replacement.

 

[Rob_2811]

I’ve got one of these machines and it has had the display, logic board and keyboard replaced under warranty.

As far as I’m concerned they basically can’t be trusted with computer hardware anymore.
[doublepost=1563386285][/doublepost]

Maybe.

Also, Apple #gates seem to get way more attention than anyone else’s problems.

If Dell or Lenovo issues a battery recall or whatever, it doesn’t make the New York Times front page.

Ah this old chestnut.

Yes Apple are the only company whose product recalls are widely reported

 

[Carl Ren]

Here is a little story of how Apple avoided giving me my display repair refund, even though I clearly experienced the exact issue as stated by the “Display backlight service program”.

I experienced this exact issue last year with my MacBook Pro 2016 13” Touchbar. I was forced to have the entire display repaired for over $700. Now that Apple has the “Backlight service program”, I decided to contact Apple support and requested for a refund on my repair. After spending hours calling Apple, their conclusion was that my device was “not eligible for the refund” without giving a reason. Apple told me to go speak to the Apple store where I got my repair done for more information. At my Apple store appointment, I was able to meet with a manager, however they claim that “my serial number does not qualify for the refund”, although they even confirmed that I did experience the same exact issue as described on the service program. Then, I called Apple customer relations and escalated the issue to the highest ranked senior advisor. This time, they claimed that “due to specific parts numbers used in the device”, I am not eligible for the refund. The advisor was able to send out a form to the Apple engineering team to attempt to gain more information. However, the engineering team claimed that my device does not qualify, and gave absolutely zero reason to why.

Apple is making up excuses after excuses to avoid giving my rightful refund. They had excuses about the serial number, parts numbers, or by transferring the issue to someone else, or not giving a reason at all. I have proof of the stage light effect and backlight shutdown taken before I got the repair done. However, nobody cared to look at the facts and evidence. Some 2016 MacBook Pro model users may have gotten their free repair or refund, but there are numerous same model users who reported that they got denied by Apple due to all sorts of excuses.

This is outrageous that Apple is avoiding to provide me with my repair refund, even though my 2016 model clearly qualifies for the service program.