Apple Launches Quality Program for MacBook Pro Anti-Reflective Coating Issues

[MH01]

I don't know what the difference is exactly, but I get the sense "mail in" is where you sent it from any address (I have done so several times in the past 3 years). "Collect and return" I think refers to dropping the Mac off at an Apple store/AASP and it is shipped to a service centre and returned to the Apple store/AASP.

I believe collect and return is when they take a deposit, they send you a new unit, and then you send back you old one. I thought that was for replacements . I might be wrong

I don't know what the difference is exactly, but I get the sense "mail in" is where you sent it from any address (I have done so several times in the past 3 years). "Collect and return" I think refers to dropping the Mac off at an Apple store/AASP and it is shipped to a service centre and returned to the Apple store/AASP.

EDIT: Following the above reply, "Collect and Return" is also referred to as "Carry-in Service"?

Although it seems the unit can be dropped off at Apple store, shipped to service centre and shipped to a personal address, not the Apple/AASP location.

That sound much better and I'll probably do that, though it still means a very long trip and who knows how long to repair it.

Okay . Cheers for clearing that up. That makes sense.

 

[NStocks]

No problem, things often make sense where there are facts involved.

Incase I have missed it, keep me update with your repair.

 

[ArmCortexA8]

The display issue aside, what do you mean by. Are you saying that the keys become shiny because you're a "touch typer"? That, if you were to look down at the keyboard more often, the keys wouldn't become shiny?

The plastic keys on the their keyboards are poor quality because over time the keys become shiny instead of flat black, purely just from typing. it appears they are not designed for it for some strange reason.

Lucky you! The AASP have said it might be quicker to wait for an Genius appointment and if i go early, Apple will send it away that day Two AASP said it will take around 2 weeks. What was the issue with your screen? Was it the anti reflective coating? I thought Apple repaired them inside the store, you know, the secret back rooms.

I got in before this was announced due to my own research and yes mine started to have the coating issue top right corner - two dots. I used a lint free cloth to clean it and it got worse (Apples recommended cleaning). I then did research via various forums and the Facebook Group plus staingate.org. My AASP said I would need to ring Apple to authorise the screen replacement. I got back home did the online chat via Apple's support site and then spoke to a specialist who had the pics and then authorise a full screen replacement at no cost to me - all within 30 minutes.

Basically the part is ordered in first, then replaced and the old screen is sent back to Apple obviously to keep track of these faulty displays. So not sure why they are telling you 2 weeks unless it's purely for waiting for the display part - or a massive amount of these have had this issue and bottlenecking the system.

 

[sofila]

Some users reported their issues with this "non-problem" on this forum in March 2015
These following are some samples of answers

Why not just wipe it all off? Problem solved.
Seriously, some people will complain about any old thing...

This is the first I've seen/heard of this issue, which is surprising considering we have a couple dozen retina MacBook Pros at work. That tells me that this isn't terribly widespread (otherwise surely I would have noticed it on one of our Macs) and likely hasn't warranted a memo internally to Apple Genius'. Remember folks, 400 responses and 90,000 views online doesn't directly correspond to real world data.

All with this problem im sure they put at least one time something heavy on their closed laptops and with enough pressure the screen touches the trackpad and keyboard

My main point is to slow down before jumping to conclusions. More often than not these stories will be sensationalized and before you know it everyone is looking for even the most minor defects with their Macs. The "sky is falling" effect.

I can imagine this is only happening to people who use some crappy cleaner to their displays.
Just use microfiber cloth and some water. My screen is still perfect after 2 years. Not even a scratch.

stop complaining about cleaning. THIS is not the case here. The problem is Because people use to put heavy objects on their laptop and the entire chassis touch the screen.
Try in an Apple store and stop this non sense
It's a user that put pressure on the screen when is closed

Outrageous that a commenter would indict Apple with clearly only circumstantial evidence, and real evidence proving improper chemicals were used.

Gotta love MacRumors for facilitating yet another (yawn!) gathering of pitchfork and torch-wielding villagers, my how they all come so quickly, ka-ching!

Given we don't know if the cause is the application of toxic screen cleaners, I think it's extremely dangerous to front page stuff like this until Apple has a chance to fully investigate potential cause.

yes i agree...people only knows to cry...such an easy thing to do

Apple needs to do nothing. Not an Apple fault

This isn't the coating wearing off. It's oil that accumulates on the screen from touching it, spitting on it, or transferring it from the keys (oils from fingers).
To fix it, all you have to do is wipe it down with a damp soft cloth (water only) and immediately dry with another soft cloth. Easy as that.

The screens shown in the photos were most likely wiped with some cleaner other than water. You know what happened when you wiped glasses with dishwasher? Coating may come off, if there is any. It happened to my auto-dimming glasses once, never had I gotten an offer for replacement.
BTW, I only used camera lens cleaner on the screen. It has been more than a year, and nothing happened to it.

 

[NStocks]

The plastic keys on the their keyboards are poor quality because over time the keys become shiny instead of flat black, purely just from typing. it appears they are not designed for it for some strange reason.



I got in before this was announced due to my own research and yes mine started to have the coating issue top right corner - two dots. I used a lint free cloth to clean it and it got worse (Apples recommended cleaning). I then did research via various forums and the Facebook Group plus staingate.org. My AASP said I would need to ring Apple to authorise the screen replacement. I got back home did the online chat via Apple's support site and then spoke to a specialist who had the pics and then authorise a full screen replacement at no cost to me - all within 30 minutes.

Basically the part is ordered in first, then replaced and the old screen is sent back to Apple obviously to keep track of these faulty displays. So not sure why they are telling you 2 weeks unless it's purely for waiting for the display part - or a massive amount of these have had this issue and bottlenecking the system.

That sounds incredible!

Everyone I've spoke with at Apple and 3 service providers have told me that I need to have it inspected first (I sent images months ago when I reported the issue). Once inspected and verified, they will need to send it away, then order the part, replace it, ship it back.

Not once have I been told they will pre-order the part for me, so I'm speaking with Apple now (a must in order to book a Genius appointment) to see what else they can do to speed it up.

EDIT: Every time I ask if I can speed up the process or mail in the Mac, I'm "disconnected" and passed onto somebody else. Seems quite strange to me. They can't even read notes! They now think I have paid for a replacement screen and it has cracked! Nightmare.

 

[duffman9000]

Yeah, while they were the first with the biggest cell phone screen when the iPhone was introduced. Sorry you forgot about that.

Apple used a screen size Jobs thought was best. After that Apple refused to awknowledge that competitors created a new category. While Samsung was coming up the best Apple could do is tell people how it makes the best phone for one handed use. Did you forget that?

If not for Samsung phablets we'd still be using 4inch iPhones.

 

[NStocks]

Another 30 minute chat with Apple and they say no Genius appointment for the next 7 days. End of.

Going to an AASP and being in their hands is the only option they can offer.

That will have to do.

I will post the as-predicted-story whereby I send it away for "3-5 days" and not get it back for 3 weeks because they ran out of replacement screens.

Gotta Love

 

[bjmomo]

Had this issue. Took mine in on Saturday to the Genius Bar and got it back today (Monday), a month out of warranty but covered under this program. In Chicago.

 

[dotnet]

The plastic keys on the their keyboards are poor quality because over time the keys become shiny instead of flat black, purely just from typing. it appears they are not designed for it for some strange reason.

Every single type of keyboard I have used in my 35 years of using computer keyboards got shiny keys after sufficient use. It's simply unavoidable. The thing to watch out for is the lettering on the keys rubbing off over time, but that's obviously not an issue with the MBPs.

I usually keep my MBPs for two years before upgrading, that is not enough time for even the most used keys to become shiny from daily work+home use. Then again, I'm not Tolstoy.

 

[ArmCortexA8]

That sounds incredible!

Everyone I've spoke with at Apple and 3 service providers have told me that I need to have it inspected first (I sent images months ago when I reported the issue). Once inspected and verified, they will need to send it away, then order the part, replace it, ship it back.

Not once have I been told they will pre-order the part for me, so I'm speaking with Apple now (a must in order to book a Genius appointment) to see what else they can do to speed it up.

EDIT: Every time I ask if I can speed up the process or mail in the Mac, I'm "disconnected" and passed onto somebody else. Seems quite strange to me. They can't even read notes! They now think I have paid for a replacement screen and it has cracked! Nightmare.

I took mine to the AASP who saw the mark, however they cannot authorised anything without Apple's say so, and this was before the launch of the official programme. I then sent pics to Apple via support chat and they put me through to a specialist with the pics who then authorised the screen to be replaced. I then took the system in last monday and on wednesday I was told the screen came in, was fitted and and tested and ready to pick up.

Every single type of keyboard I have used in my 35 years of using computer keyboards got shiny keys after sufficient use. It's simply unavoidable. The thing to watch out for is the lettering on the keys rubbing off over time, but that's obviously not an issue with the MBPs.

I usually keep my MBPs for two years before upgrading, that is not enough time for even the most used keys to become shiny from daily work+home use. Then again, I'm not Tolstoy.

For a premium laptop with a AU$3,000 price tag, I expect a better quality keyboard that doesn't "Schwing" after only a year of use as a touch typer. They need a higher quality material. This issue has forced me to use a keyboard protector 24/7 to prevent this issue from occurring.

Some users reported their issues with this "non-problem" on this forum in March 2015. These following are some samples of answers

Obviously these people are tech challenged and have no idea about the difference between an anti-reflective coating and finger print oil. Oil comes off no issues, however the AR coating should not at all, but it is. Sounds like these people have also been brainwashed possibly by ARS / AASP staff to accept the issue or blame the customer. These are probably the same people who use chemical galore to clean the screen, which is not recommended by Apple.

 

[mdlooker]

They probably know the date they solved the problem by changing something in production line, or materials used.
They established a servicing date accordingly.
It is totally unreasonable to expect a lifetime warranty for any electronic device.

You're absolutely correct. I'd be crazy to think I can have a lifetime warranty on my MBP. But a known deficient component that degrades my MBP, hmm may be a bit different. I guess we just see it differently. No issues

 

[maxsix]

about time

seems that all the mails to Tim Cook had a purpose after all.

Apple reacted fast for them. Faulty graphics on much earlier MBP's rendered those laptops useless. Apple took almost four years to step up and take care of the customer.

Apples so big and powerful they can do anything they want. Stall, ignore, delay, deny.

Flex their muscles LOL

 

[Max(IT)]

For a premium laptop with a AU$3,000 price tag, I expect a better quality keyboard that doesn't "Schwing" after only a year of use as a touch typer. They need a higher quality material. This issue has forced me to use a keyboard protector 24/7 to prevent this issue from occurring.

Do you realize that the "shine" you are looking at is caused by your skin's oil ?
It would happen on ANY black keyboard (it happens also on white keyboards but it is difficult to see) and depending on many subjective factors it happens sooner or later.

 

[ArmCortexA8]

Do you realize that the "shine" you are looking at is caused by your skin's oil ?It would happen on ANY black keyboard (it happens also on white keyboards but it is difficult to see) and depending on many subjective factors it happens sooner or later.

With all the technology these days they cannot design a tough material to not actually wear the plastic patterns off the keys? It's all about the material used, and touch typer's type more than most. Hence I have to use a Moshi TPU keyboard protector.

Happy with new screen so far, and wondering if I should remove the protective film which is from the factory? Mmm - pondering.

 

[Max(IT)]

With all the technology these days they cannot design a tough material to not actually wear the plastic patterns off the keys? It's all about the material used, and touch typer's type more than most. Hence I have to use a Moshi TPU keyboard protector.

I'm using a keyboard protector too, to preserve resale value.
But it's not related to the plastic used.

 

[sofila]

Obviously these people are tech challenged and have no idea about the difference between an anti-reflective coating and finger print oil. Oil comes off no issues, however the AR coating should not at all, but it is. Sounds like these people have also been brainwashed possibly by ARS / AASP staff to accept the issue or blame the customer. These are probably the same people who use chemical galore to clean the screen, which is not recommended by Apple.

Pardon me, but the answers come from forum members denying this problem as an accomplished fact

 

[ArmCortexA8]

I'm using a keyboard protector too, to preserve resale value.
But it's not related to the plastic used.

Pardon me, but the answers come from forum members denying this problem as an accomplished fact

Im saying anyone that denies this issue as they posts prove, has no idea of how this occurs and instead blames the end users. These members should not be commenting on a fault that they do not understand.

 

[sofila]

Im saying anyone that denies this issue as they posts prove, has no idea of how this occurs and instead blames the end users. These members should not be commenting on a fault that they do not understand.

yep, last phrase tricked me. Always trying to improve my english. Thanks for your patience.

 

[maflynn]

Im saying anyone that denies this issue as they posts prove, has no idea of how this occurs and instead blames the end users. These members should not be commenting on a fault that they do not understand.

Unfortunately no one really knows the cause, other then perhaps the coating itself is defective. I agree those who have not incurred the problem were somewhat quick to blame the owner and not the product.

 

[oliversl]

Finally?

 

[NStocks]

Spoke with Apple again and hearing all different stories from tele and chat support so I emailed the Executive of customer services and just had a phone call with a senior staff member.

Best they can do is book me on on a Monday first week of november (my birthday!) at an Apple store 100 miles away)and hope that it is done by Friday as they quote "4-5 days".

Apparently they DO repair the Mac's in store (AASP told me they don't). They will also try and pre-order the display as I have sent evidence and it is eligible for replacement.

So I'm £50 down in travel costs and 5 days without my Mac on an issue I reported over 2 months ago.

Excellent service Apple.

 

[alisalem]

Now they need to launch a quality program for iPhone 6s/6s Plus backlights.

AMEN!

 

[ArmCortexA8]

Spoke with Apple again and hearing all different stories from tele and chat support so I emailed the Executive of customer services and just had a phone call with a senior staff member.

Best they can do is book me on on a Monday first week of november (my birthday!) at an Apple store 100 miles away)and hope that it is done by Friday as they quote "4-5 days".

Apparently they DO repair the Mac's in store (AASP told me they don't). They will also try and pre-order the display as I have sent evidence and it is eligible for replacement.

So I'm £50 down in travel costs and 5 days without my Mac on an issue I reported over 2 months ago.

Excellent service Apple.

AASP's do the same repair job as ARS's. If they want you to drive 100 miles away, tell them you want to be reimbursed as well.

 

[NStocks]

Two AASP's said they need to sent it to a different location for repair - they don't repair in store!

I've emailed the Exec asking him to provide reasons why I should be out of pocket to get a repair when Apple is taking full responsibility for their errors or whatever you want to call it.

Last month I bought an official iPhone case and recently Magic mouse 2. Perhaps they could reimburse/refund one of those items easily.

I won't hold my breath though. It's quite likely they have some loop hole that puts the cost of travel on the buyer, even though it was bought online for exactly the reason of not travelling!

Oh, I also asked why mail is isn't an option, even if it was in warranty and he just replied with "Mail in isn't an option that is provided with this type of repair".

 

[Skoal]

Lol at the amount of bitching Apple customers on this forum!

wow, it takes petition to fix computers now

someone is really directing the ship in right direction (until $200 billion runs out of course).

That $200 bil grows everyday! lol