Do I exchange at apple store or online store for dead pixel?

Discussion in 'MacBook Air' started by whatjones911, Jan 9, 2009.

  1. whatjones911 macrumors newbie

    Jan 9, 2009
    I just got my mba and turn it on and BAM I notice a dead pixel right away. I order my mba from the online apple store. I'm wondering if I can go to my local apple store to exchange or do i have to contact the online store to do an exchange. And will they even allow a exchange for one dead pixel?
  2. Sdevante macrumors 6502

    Dec 12, 2008
    My understanding is that products purchased online have to be returned online.
  3. mcpryon2 macrumors 6502a


    Dec 12, 2008
    Well, in my experience with an Air with a bad spot on the display, Apple will do everything in its power to run you around. They won't do an exchange just for a dead pixel, they'll just say that outright.

    When I was talking to the supervisor about the dark spot I had, she said that she had two on her screen and she didn't mind. I'm not sure if I actually believe her or not, I got that "Apple Store Salesman Vibe" from her saying that. It took me a while to make her understand that it wasn't a dead pixel, it was something more like a torn layer. At first she said they won't exchange a computer for dead pixels, unless it "affected a specific area of pixels." Even if it's not the pixels, it's measured by the area of pixels, which makes no sense to me. Of course, she wouldn't tell me what the specific area was. Even with a torn layer or dark spot or whatever they still will only replace it if it affects a secret number of pixels.

    I took my Air to the nearest Apple service provider, which was an hour drive, and they measured the dark area on the display. The guy himself said he'd never keep it, to which I agreed...I mean, I was there.

    More phone calls and hassle later I was finally denied service because I didn't have an original receipt. This was for an Air with a build date of about 6 weeks beforehand, so there was no doubt of the first year limited warranty. I sold the Air and got back what I paid for it (and yes, I did disclose the dark spot when I sold it, I wouldn't do that to somebody).

    This was my second Mac purchase. My first was a refurb iMac 24", bought from the Apple refurb store. It showed up with the bottom plastic thing rattling around in the box, and this gooey, sticky crap from the adhesive ALL over the iMac. I honestly think they forgot to refurbish it. After talking to them on the phone they gave me the option of returning it for a replacement or a $159 refund...I took the money.

    So, while Apple does have some great customer service, they pretty much won't replace a display because of a dead pixel. Or so, that's how it turned out for me. I'm still not sure why she cited the receipt thing if the policy is to not replace for a few dead pixels. I suppose just to get rid of me. Oh, well.

    With my Dell m1330 I called about a similar area of darkness and they sent a replacement with no question. Please don't start a flame war over me saying I owned a Dell, I just mentioned it as an example of some companies granting service for a dead pixel or torn layer.
  4. AIRniloc macrumors regular


    Dec 12, 2008
    apple doesn't have to replace a display unless it has AT LEAST 4 dead pixels...if its in the dead center, you might be able to 'charm' a genius...

    even if you can get your way, they won't give you a new machine in return since you purchased it'll be lucky if they decide to just swap your display..

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