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

[Bubba Satori]

When there is a definite issue, Apple is the most likely to take action to help consumers. People can scoff at Apple's behaviour while they are undergoing the problem, but the fact is that Apple is still the most likely to offer help. No other company does this.

Good morning Tim.

 

[Garrod]

It looks like someone has been swiping that with car keys.

 

[brianvictor7]

Apple has issued an internal notice about a new Quality Program that addresses anti-reflective coating issues on MacBook and MacBook Pro models with Retina displays. These issues include the anti-reflective coating on displays wearing off or delaminating under certain circumstances.

Apple will replace affected Retina displays at no cost for MacBook or MacBook Pro models with Retina displays within three years from the date of original purchase, or one year from October 16, 2015, whichever is longer. Affected customers that have already incurred out-of-warranty costs may be eligible for a refund through AppleCare support.

Affected customers can book an appointment with a Genius Bar or visit an Apple Authorized Service Provider to determine if their MacBook is eligible for coverage. Apple will not be posting the new Quality Program publicly on its support website, but should contact some potentially affected customers directly, according to sources.

MacRumors first reported on the problem in March, and it has since grown to affect thousands of customers on the Apple Support Communities, Facebook and our own discussion forums. Nearly 6,000 affected customers have also joined an online database called Staingate, sharing pictures of their damaged displays, while thousands of others have signed a Change.org petition.

The anti-reflective coating wearing off or delaminating has resulted from various circumstances, including the pressure of the MacBook keyboard and trackpad on the display when closed, and the use of incorrect third-party cleaning solutions with microfiber cloths. The issue often affects small areas of the screen, but sometimes encompasses the entire display.

Leading up to the launch of this Quality Program, some MacBook Pro owners covered under AppleCare have been able to get their notebook repaired through the Genius Bar with no charge, while others have been told that cosmetic damage is not covered under warranty and offered to have their notebooks repaired for a service charge costing hundreds of dollars.

Apple has launched similar Quality Programs in recent years based on common problems identified by Apple engineers. Apple offers public-facing Exchange and Repair Extension Programs for larger problems, such as the iSight Camera Replacement Program for iPhone 6 Plus, Beats Pill XL Speaker Recall Program and iPhone 5 Sleep/Wake Button Replacement Program.

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

Victory! Very glad to see this issue acknowledged and fixed.

 

[SSD-GUY]

Maybe they had to first see how widespread the problem is, beyond the 10 posts on a forum.
You people these days are so negative and just love to hate on everything and it shows in this forum as every 2nd post is a snide remark like this.

What company offers that kind of service?. Apples costumer services is the best, by far, it's not even close. I'm sure people will now complain that it's only 3 years after purchase, which is amazing by the way.
Got to love Mac rumours these days, 90% + is battery life threads and lag threads claiming Apple does it all on purpose. I miss they day where this forum actually used to be informative and full of normal discussions between tech/Apple fans.

Rager?

 

[freediverx]

But they never issued one for image retention, popping pixels, and mara spots....I'm giving up home. Why would they issue a fix for this and not the image retention issues.

I just took my 2013 rMBP in to Apple a couple of weeks ago. They replaced the screen for image retention, no questions asked. They also replaced the logic board along with the keyboard and top cover assembly to resolve a graphics issue that was causing restarts and kernel panicks.

Yeah yeah yeah it's great that Apple wants to make things right. But for the people who had to endure that crap on a product that is so expensive - for many people that costs months or years of savings - kinda not awesome. When I see things like this I double down on my desire to keep this perfectly-functioning 2008 Macbook alive for as long as possible. Why would I want to breakdown and "upgrade" to a product that has issues like this?

It sucks that Apple drags their feet sometimes in acknowledging defects like this. But for the most part their products are very reliable and both their quality control and warranty practices are infinitely better than that of any PC OEM.

 

[JohnDoe98]

I also have this problem (and I only ever used water + the microfiber cloth) but don't have Applecare and the warranty on my late 2013 rmbp is expired. I wonder if this will still apply for me, and is it a US only thing?

 

[YoitsTmac]

So because I bought my computer nearly right when the first Retina MacBook Pro came out, I'm screwed?

 

[Adithya007]

You are cleaning it wrong!

 

[bsforever]

So because I bought my computer nearly right when the first Retina MacBook Pro came out, I'm screwed?

The policy said within three years of purchase or one year from October 16 2015, whichever is longer so you have until October 16 2016 to take it in. I'm in the same boat as you.

 

[JediZenMaster]

I didn't realize the MacBook had reports of this. Thought it was just the pro

 

[B2k1977]

I am thinking about buying a 15 inch retina mbp. Should I pass because of this? Maybe an iMac instead?

 

[majkom]

No, the coating issue this article talks about stated to get reported in July-August this year, not 2-3 years ago.

In most European countries Apple customer service is incredible since they follow the same guidelines. For example in Europe warrant recently needs to be at least 2 years compared to the 1 year in America etc.

What do you mean there is literally no service at all? As in no App Store or different policies?

Are u serious? It covers all retina Macbooks and as ar coating is same technology used since 2012 (I think) your statement that apple reacts on issue from this summer is simply false...

Here in czech rep apple has only online apple store, no real apple store, no real apple service, only resellers and so called authorised apple services - very bad ones...

 

[YoitsTmac]

The policy said within three years of purchase or one year from October 16 2015, whichever is longer so you have until October 16 2016 to take it in. I'm in the same boat as you.

Oh awesome. Thanks for clarifying that. I read this right when I woke up, so I just misread it . Happy to hear I won't have to make a scene at the Apple Store!

 

[lcgarza10]

Awesome!! My Macbook Pro 15" Late 2013 has this issue. I went to Apple store almost a year ago and they said that wasnt a deffective thing, but im sure it is because i just cleaned with normal products just like other devices.

 

[jase1125]

When there is a definite issue, Apple is the most likely to take action to help consumers. People can scoff at Apple's behaviour while they are undergoing the problem, but the fact is that Apple is still the most likely to offer help. No other company does this.

I too commend apple for taking ownership of this issue and repairing it for their customers. However, to say other companies don't do the same is completely false.

There are competitors that would be more than happy to take your money if you're unhappy with the way that Apple acknowledges things like this.

That is completely irrelevant. The fact is Apple gladly took their money and could have responded quicker instead of waiting years. They certainly didn't hesitate to take the customers money or cash their check.

 

[simonmet]

Glad some online activism has made the difference in getting clarification on this.

I tend to use anti-glare screen protectors but I've seen the issue when removing them. It's a poor quality coating to be doing that.

I don't think Apple have the right idea with their anti-reflection. External coatings are always going to be susceptible to damage. They should look at internal surface coatings, LCD structure, glass properties as all sorts of things to improve. Look to the watch and lens industries.

 

[StevieD100]

I promise you it has nothing to do with listening to customer feedback, and is more about trying to avoid a class action lawsuit.
If apple listened we would have bigger batteries, All iphones would be in 1080, and no more 16gb phones.

For some people including myself, a 16Gb device is perfect. It does not work for some so that's why you can buy devices with larger amoynts of storage. Just get over the fact that for you they don't work but for others they do. I currently have 6.1Gb free on my 16Gb iPhone 6. That says it all really.

 

[uid15]

You're cleaning it wrong.

I *HAD* to say that I love your sig - SO FUN!

I promise you it has nothing to do with listening to customer feedback, and is more about trying to avoid a class action lawsuit.
If apple listened we would have bigger batteries, All iphones would be in 1080, and no more 16gb phones.

This is a customer service issue.

Apple don't need to poll the general public for their so-called "design ideas". Does an artist go out with a clipboard and take surveys to see what people want him to paint, and ask them for tips to improve his brush strokes? Apple are designers - artists - they don't need to ask Joe Schmoe for a list of specs, that's not how design works with them (wisely and thankfully!) However, I agree regarding the 16GB model, but there's a reason for it, no matter how opaque and inobvious it may be (don't ask ME what it is).

 

[Tubamajuba]

That is completely irrelevant. The fact is Apple gladly took their money and could have responded quicker instead of waiting years. They certainly didn't hesitate to take the customers money or cash their check.

Yes, and I agree that they should have responded sooner. Promptly fixing the issues and subsequently revamping the coating would have made this almost a non-issue. But they didn't do that.

It is what it is. If someone is irritated by the way a company behaves, it is never irrelevant to look into competing products. Money speaks far more than words on a forum do.

 

[fenderbass146]

I just took my 2013 rMBP in to Apple a couple of weeks ago. They replaced the screen for image retention, no questions asked. They also replaced the logic board along with the keyboard and top cover assembly to resolve a graphics issue that was causing restarts and kernel panicks.

I tried on my 2012 before they issued the gpu recall. Didn't help much. Said I could send it out for $300 and get it fixed. I ended up replacing it myself. So far I haven't had any gpu issues to make me get the recall.

 

[teslo]

i consider myself and my peers average in product upkeep - but i've never even anything even remotely as grungy as that 2nd pic on a laptop screen. what are you people doing to your (highly expensive) machines?? you're not supposed to eat fried chicken and brillow pads while you use a computer

 

[thekev]

When there is a definite issue, Apple is the most likely to take action to help consumers. People can scoff at Apple's behaviour while they are undergoing the problem, but the fact is that Apple is still the most likely to offer help. No other company does this.

Do you have any real comparisons for that other than anecdotes? People frequently end up paying for repairs long before repair programs come out. In some cases they will refund that, but it requires that are you are aware of the repair program and that you contact them. They ignored the 2011 macbook pro failures for around 2 years, but I'm almost sure you'll ignore that.

 

[Flight Plan]

That second pic looks like somebody sneezed on their screen and tried to wipe it up with a kleenex...AFTER they blew their nose with said Kleenex! Nasty, nasty!

Big picture: It's good to see Apple taking care of customers on this problem.

Now if only they would start making some REAL improvements in MBP, I might be able to buy one someday...

 

[uid15]

i consider myself and my peers average in product upkeep - but i've never even anything even remotely as grungy as that 2nd pic on a laptop screen. what are you people doing to your (highly expensive) machines?? you're not supposed to eat fried chicken and brillow pads while you use a computer

Dragging them over rocks and allowing their cats to paw the screens, and then complaining... ? LOL

You'd be surprised... or possibly not, at the amount of truth MANY, MANY people wilfully WITHHOLD through embarrassment or shame (or deception), when they submit something for repair or complaint. When I used to do TV & VCR repair back in the 1990s, you had to almost interrogate some people as to why a certain fault would have occured, through their misguided actions. "Oh, you're not supposed to spray WD40 on the head drum - that's why your tape got wrapped around it and your heads have snapped off" (TRUE example). "My child put toast in the VCR slot" (also true). Most people will VERY VOCALLY acknowledge the issue(s), but have a sudden case of amnesia or denial as to WHY the faults have occured... until you kindly and gently re-enact the possible scenarios, and then they suddenly "remember" through being put on the spot (you have to ascertain why to know how to best fix the fault).

 

[bennyprofane]

Apple just replaced my screen 3 weeks ago because of this. I was really lucky, I had bought it 23 months ago at that time but apple gives 2 years in Europe (the EU fined them for a couple of years for not doing it, so they came around). Anybody knows if the new screens still have this issue? And how to prevent it?