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Brand New MacBook Pro, Dead Pixel.

P

pkoury

macrumors member
Original poster
Apr 13, 2008
70
2
So last week I made the plunge and bought myself a nice new 15" MacBook Pro. Sold my iMac for reasonably more than I had expected and felt pretty good about the situation. I mainly use Macs for two very important reasons, design, and their incredible resale value when moving on to the bigger and better (not to mention a million other less important reasons that make it all the more worth it).

Fact of the matter is the new MacBook Pro shows and I am nothing less than satisfied for about 5 minutes until I realize that I have myself a red dead pixel in the middle of the screen. Although it is absolutely tiny and not something I would normally pay much attention to, the fact that I know it is there continuously draws my eye around the screen looking for it until I spot it (so I have a little OCD).

edit: My two reasons apply here:
1. Design - Pain in the ass to have one pixel off when doing designs that are crucially important and need to work around it (I know its just 1 pixel)
2. Resale - Can't advertise this MacBook Pro as perfect considering that it is not. I am very meticulous about my computer so that I can get the maximum resale for them when that time comes. 1 dead pixel takes away from that value.

My first thought as most would be is to take it to the Apple Store and have it fixed. I setup a Genius Bar appointment for the weekend and head in only to hear "Unfortunately, there is nothing we can do as it is only 1 pixel and needs to be more than that to constitute a replacement." So basically what I am hearing is that I just spent over $2500 for a less than perfect product but there really is nothing I can do about it.

I can certainly understand this rationale on a MacBook or an iMac but Apple's "PROFESSIONAL" grade computer allowed to be shipped and left in less than perfect condition is probably not a great way to go about things.

Called AppleCare and they redirected me to go to a Genius Bar. Fed up for the day I decided I would call back in the morning with a clear head on the situation. Just wondering what everyone here thinks is the best method of getting this squared away.

The guy at the Genius Bar said that I could always return the computer for a 10% or $250 restocking fee and get a new one? I mean seriously? I just spent $2500 why would I want to spend another $250 to get what I should have gotten in the first place?

Sorry for the long rant, just have a slightly hot head on the issue.
 
Im sorry to hear your situation, I had a dead pixel on mine too. And I just bought it last week!! I had it for 4 days and today went to the genius bar and the guy told me he would replace it. He was very nice... I've heard it depends on the genius.

Tell him that it is unacceptable that a computer has a dead pixel right out of the box. That if you had had the Mac for 2 months and it suddenly appeared you would understand, but that right out of the box its unacceptable that there is a dead pixel on the screen.

If not... I would threaten with writing a complaint, and if they sent you the email asking to evaluate the Store (I think they only do this if they send you the receipt by email) that you will give them **** there.

Im sorry, I believe I was actually very lucky.

I wish you the best of luck, I know how it sucks.

https://forums.macrumors.com/threads/597334/
 
I just saw your thread about 2 seconds after posting mine. Its a bit ridiculous. Any chance of a widespread manufacturing issue? I could understand if this was just a MacBook but honestly its a "Pro" lets treat it special Apple!

In any event, I will most likely be heading back to the Genius Bar and I don't plan on giving up until the screen is fixed and working properly.
 
pkoury said:
So last week I made the plunge and bought myself a nice new 15" MacBook Pro. Sold my iMac for reasonably more than I had expected and felt pretty good about the situation. I mainly use Macs for two very important reasons, design, and their incredible resale value when moving on to the bigger and better (not to mention a million other less important reasons that make it all the more worth it).

Fact of the matter is the new MacBook Pro shows and I am nothing less than satisfied for about 5 minutes until I realize that I have myself a red dead pixel in the middle of the screen. Although it is absolutely tiny and not something I would normally pay much attention to, the fact that I know it is there continuously draws my eye around the screen looking for it until I spot it (so I have a little OCD).

edit: My two reasons apply here:
1. Design - Pain in the ass to have one pixel off when doing designs that are crucially important and need to work around it (I know its just 1 pixel)
2. Resale - Can't advertise this MacBook Pro as perfect considering that it is not. I am very meticulous about my computer so that I can get the maximum resale for them when that time comes. 1 dead pixel takes away from that value.

My first thought as most would be is to take it to the Apple Store and have it fixed. I setup a Genius Bar appointment for the weekend and head in only to hear "Unfortunately, there is nothing we can do as it is only 1 pixel and needs to be more than that to constitute a replacement." So basically what I am hearing is that I just spent over $2500 for a less than perfect product but there really is nothing I can do about it.

I can certainly understand this rationale on a MacBook or an iMac but Apple's "PROFESSIONAL" grade computer allowed to be shipped and left in less than perfect condition is probably not a great way to go about things.

Called AppleCare and they redirected me to go to a Genius Bar. Fed up for the day I decided I would call back in the morning with a clear head on the situation. Just wondering what everyone here thinks is the best method of getting this squared away.

The guy at the Genius Bar said that I could always return the computer for a 10% or $250 restocking fee and get a new one? I mean seriously? I just spent $2500 why would I want to spend another $250 to get what I should have gotten in the first place?

Sorry for the long rant, just have a slightly hot head on the issue.
Click to expand...

As someone who has been planning on buying his first Apple computer (Macbook Pro) these stories are bothersome. I thought Apple had great customer service. This is not an example of that. There should be no cost for an exchange in this situation.

On top of it, I'm being told by many on MR that I "need" to buy the Applecare package which is over $300. I thought Apple computers "just worked." I can buy a $700 Dell that will be in perfect condition out of the box and I will not need to buy some stupid extra warranty. Ug.
 
miamialley said:
As someone who has been planning on buying his first Apple computer (Macbook Pro) these stories are bothersome. I thought Apple had great customer service. This is not an example of that. There should be no cost for an exchange in this situation.

On top of it, I'm being told by many on MR that I "need" to buy the Applecare package which is over $300. I thought Apple computers "just worked." I can buy a $700 Dell that will be in perfect condition out of the box and I will not need to buy some stupid extra warranty. Ug.
Click to expand...

However very unfortunate this turn of events has been, I still absolutely swear by Apple products. I would not recommend buying AppleCare directly from Apple. There are places out there you can get it for much cheaper, and it really is absolutely worth it (helps your resale value as well).

I am hoping Apple will restore my faith here and this problem will be fixed quickly.
 
Called Apple. Getting Replacement MBP.

So I called Apple back this morning and after being told for the 3rd time to shut the computer down, remove the battery, and hold the power button for 7-10 seconds I was transferred to someone who actually helped me.

Apple is sending me a new Iomega 500GB hard drive overnight shipping to transfer all of my information from my (dead pixel) MacBook Pro onto via Time Machine Backup. Then they are prepaying for shipping dead pixel back to them and as soon as my package gets scanned by FedEx they will be preparing the new replacement MacBook Pro and sending it out.

Needless to say it isn't as perfect and smooth as I would have hoped but it is absolutely better than having a dead pixel.
 
Congrats on the happy ending.

A stuck red pixel in the middle of the screen would really annoy me too. I've had computers with dead pixels (which or black or gray) that aren't very noticeable so no big deal. But stuck pixels are a pain, you end up trying NOT to notice it but always do.
 
My brand-new iMac had two stuck pixels right out of the box - one cyan, one red - within about 3" of the very center of the screen. Since it was a BTO, I called the Apple store about it and was basically told that there pretty much wasn't anything they could do about two pixels.

My previous PC's monitor had a single green pixel, and I was able to learn to work around that - so I guess the two I have now aren't that big a deal to me.
 
miamialley said:
As someone who has been planning on buying his first Apple computer (Macbook Pro) these stories are bothersome. I thought Apple had great customer service. This is not an example of that. There should be no cost for an exchange in this situation.

On top of it, I'm being told by many on MR that I "need" to buy the Applecare package which is over $300. I thought Apple computers "just worked." I can buy a $700 Dell that will be in perfect condition out of the box and I will not need to buy some stupid extra warranty. Ug.
Click to expand...

And two and a half years from now, you can use your applecare for free technical support with your MBP if you have a hardware or apple supplied software issue. You will get someone who speaks 'Merican. I've read a lot of rants about Dell shipping tech support to India...
 
Hey guys just some info you had this problem and your in the UK. I just wrung up apple care to complain about a dead pixel, I told the guy that I was a design student needed a half decent screen, and I was also looking to sell the computer on in a couple of years so wanted it without imperfections. The guy looked up the policy and usually with apple they won't replace it unless it has 2-3 colored (stuck) pixels or 5 dead pixels. "5 dead pixels on a £2000 laptop, you're having a laugh!"
The guy manages to work something out with after sales, and get put through to a specialist in America, who tells me that I'm going to have a new custom build machine in 10 days. All in all I'm pretty stoked with that. I think they must be receiving a number of complaints about this, otherwise i can't see why they would waive policy and replace it straight off... Hope you guys get your problems sorted.
 
I have a dead pixel as well on my brand new mbp. Though it kinda bothered me at first, after all you expect a new machine to be perfect, it don't really care anymore. It is very hard to notice actually.
I went back to the store however to ask for a replacement (note that this wasn't an apple store, just an authorised premium reseller or whatever they call it, with no genius and the like) but they said apple doesn't regard 1 dead pixel as an issue. I really did not expect this from a (former) quality company like apple, kinda lame. I could have returned my mbp to the store, but they would have to transport it to another city where the technical service would have to take a look at it and then call apple wether they agree on a replacement mbp. The chances they would say yes were very slim the manager told me.
Anyways, I've learnt to live with it now, doesn't really bother me anymore, but what the hell is up with apple nowadays. Quality control seems to suck balls...
 
Solid Raven said:
I have a dead pixel as well on my brand new mbp. Though it kinda bothered me at first, after all you expect a new machine to be perfect, it don't really care anymore. It is very hard to notice actually.
I went back to the store however to ask for a replacement (note that this wasn't an apple store, just an authorised premium reseller or whatever they call it, with no genius and the like) but they said apple doesn't regard 1 dead pixel as an issue. I really did not expect this from a (former) quality company like apple, kinda lame. I could have returned my mbp to the store, but they would have to transport it to another city where the technical service would have to take a look at it and then call apple wether they agree on a replacement mbp. The chances they would say yes were very slim the manager told me.
Anyways, I've learnt to live with it now, doesn't really bother me anymore, but what the hell is up with apple nowadays. Quality control seems to suck balls...
Click to expand...

They're job is try to get you to keep it. A dead pixel out of the box is ridiculous. You should gradually raise hell until they replace it.
 
I hate to buck the trend but the nature of LCD manufacture means that the occasional dead pixel is inevitable and acceptable.

There is an ISO standard 13406-2 which categorises LCD panels into 4 classes (Class 1 to Class 4). Class 1 is for very demanding applications where no dead pixels are acceptable. These are therefore very expensive. Consumer electronics usually use Class 2 panels which tolerate around 1-5 dead pixels (depending on the exact nature of the fault).

This document by Hyundai is an interesting read - LINK (PDF)

My point is, if you want perfect displays, Apple would have to use Class 1 displays and your already expensive MacBook Pro gets a lot more expensive.

I know how you all feel though, but these strictly aren't faults - they're within tolerance given the class of the display. The fact people are getting them replaced by Apple is more a courtesy rather than a right. Apple are using Class 2 displays just like every other computer company which means the occasional dead pixel is inevitable.
 
Dead pixels are a fact of digital life. People whine about dead pixels, people whine about the cost of the computers. If you want a mfgr to provide 100% of their displays without any pixel defects, you have to be prepared to pay more for the laptop.

Check the HP and Dell forums...see if you see any differences between your experiences and millions of others relative to both the occurrence of dead pixels and how the various mfgrs resolve the issue.
 
Absolutely... or maybe Apple should provide a BTO option for a Class I display... then we'd see how many people would be prepared to pay dearly for perfection...

(Btw, I hate dead pixels as much as anyone, I'm just a little more realistic than most who demand absolute perfection from consumer (Class 2) displays)
 
pkoury said:
So I called Apple back this morning and after being told for the 3rd time to shut the computer down, remove the battery, and hold the power button for 7-10 seconds I was transferred to someone who actually helped me.

Apple is sending me a new Iomega 500GB hard drive overnight shipping to transfer all of my information from my (dead pixel) MacBook Pro onto via Time Machine Backup. Then they are prepaying for shipping dead pixel back to them and as soon as my package gets scanned by FedEx they will be preparing the new replacement MacBook Pro and sending it out.

Needless to say it isn't as perfect and smooth as I would have hoped but it is absolutely better than having a dead pixel.
Click to expand...

did they give you the ext. HD for free?! killer deal :D
 
pkoury said:
However very unfortunate this turn of events has been, I still absolutely swear by Apple products. I would not recommend buying AppleCare directly from Apple. There are places out there you can get it for much cheaper, and it really is absolutely worth it (helps your resale value as well).

I am hoping Apple will restore my faith here and this problem will be fixed quickly.
Click to expand...

Can you please tell me where?

Thanks
 
i hate apple right now!

just purchased a new imac yesterday and it has a dead pixel! apple says one dead pixel is acceptable and they will not replace or repair. i was actually told i would "get use to it"?! ah, no! all i do is stare at it! i use final cut at home for editing work and it is seriously going to be a distraction! apple does not care. very saddened by this. i have talked to the store manager twice and four different people at apple and am told the same thing every time. they have a strict policy on pixels and will not replace or repair for one, even when it's new right out of the box! there has to be a group of pixels out before they will repair.
 
Do you guys HONESTLY think it is fair to ask Apple to replace your unit when it has a flaw affecting 1/1296000 of the pixels on the display?

I have a dead pixel on my iMac and it doesn't bother me. It's green and reasonably close to the middle of the display. The only time it is noticeable is if I am looking at a black screen and even then it's hard to see.
 
epnine said:
just purchased a new imac yesterday and it has a dead pixel! apple says one dead pixel is acceptable and they will not replace or repair. i was actually told i would "get use to it"?! ah, no! all i do is stare at it! i use final cut at home for editing work and it is seriously going to be a distraction! apple does not care. very saddened by this. i have talked to the store manager twice and four different people at apple and am told the same thing every time. they have a strict policy on pixels and will not replace or repair for one, even when it's new right out of the box! there has to be a group of pixels out before they will repair.
Click to expand...

I do not know why there is such a discrepancy in the way people with dead pixels are treated.

I bought a new MBP on 10/16/08, 2 days after release. I took it home, did a time machine restore and then booted her up. One of the first things I noticed was a red stuck pixel, right in the middle of the screen. A few days later I packed up my Pro and headed to the Apple store. I left the Pro in the car and went in and struck up a conversation with the guy who sold me my Pro.

He asked me how I liked it. I said I love it but, it has a stuck pixel. He immediately told me to bring it in for replacement. I told him it was in the car and I'd bring it right in. I brought it in and he did not even inspect it. Didn't even take it out of the box.
He then told me he remembered that I wanted the 2.53 model that was now back in stock. I said, yes I did. He told me that he could upgrade me if I wanted to pay the price difference. I said great, lets do it. He then insisted that I take something for free for my inconvenience. I told him 3 times that I didn't need anything but, he would not take no for an answer.

So, I left with a "perfect" MBP and a free sleeve. -Very satisfied customer. To celebrate I went and had a Beer.

And, for the record, in 2005 I purchased an HDTV from dell. It arrived with one red stuck pixel. I called dell and they told me they consider 7 or less stuck or dead pixel to be acceptable. To this day, it still glows red.
 
NATO said:
Absolutely... or maybe Apple should provide a BTO option for a Class I display... then we'd see how many people would be prepared to pay dearly for perfection...
Click to expand...

That would be great actually. If for a $500 premium Apple could guarantee an absolutely perfect hand built MBP with zero manufacturing defects I would gladly pay.

It could even be a separate lineup, like Mercedes-Benz and AMG. Maybe it could be the "Macbook Pro Individual" line.
 
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