HELP!! Certified Apple Retailer refusing to fix Retina MBP 15" Early 2013

Discussion in 'MacBook Pro' started by joesterbrah, Aug 2, 2014.

  1. joesterbrah, Aug 2, 2014
    Last edited: Aug 2, 2014

    joesterbrah macrumors newbie

    Aug 2, 2014
    While going through this, keep in mind my rMBP has a few small scratches along the bottom through everyday use and i've spent $2600 on this laptop, which includes the extended warranty offered by Apple.

    Here's the long dispute i've had with this company:

    I've had my rMBP for about a year now and about 2 months ago the hinges were not fully holding my screen up properly, so I took it into this store to get it repaired under Applecare and they told me that they would diagnose the problem and get back to me. A day later I received an email from the technician stating its physical damage because I applied a MBP 15" Speck case on a rMBP 15" which is the wrong size for the laptop and caused stress on the screen, leading to the loose hinge issue.(this was all nonsense as they are the ones who sold me the 15" rMBP case for my laptop and applied it themselves in the store). So I told them this and they denied it flat out, causing me to go into the store directly and argue back and forth with employees and finally resolving the issue when talking directly to the manager. (They ended up cutting off the case from my rMBP, claiming it was a deformed case from Speck during manufacturing). The technician then called me the next day stating that the repair would be very difficult to do as tightening the hinges on the rMBP is a tough job so they will have to replace the entire display and will be ordering a new one and it will take a week to arrive then a few hours to install on your rMBP. After a week, I go pickup my laptop everything seemed alright and the employee said "You won't be having any trouble with this new display"! Now when I checked the service order it never stated anything about replacing a screen, just tightening hinges.. which I found strange since they explicitly told me continually that they did replace it, but didn't think much of it since they had rectified the problem.

    A few months later I was using a microfiber cloth to clean the screen and all I did was closed the lid of the screen as one normally would and as soon as I opened up the screen again, there was a curved black area covering my screen on the left/middle portion and the right portion of my screen that remained was flickering. So I immediately went back to the retailer I bought it from and told them what happened and they told me they would diagnose the issue and get back to me (In the service report he diagnosed my laptop as with only a few minor scratches and one longer, yet minor scratch by the charging port no other physical damage present). When he emailed me back, he said it was not covered under Apple care as it was physical damage through impact in the charging port, which caused the internal component of the display to crack across the middle. Now in the service report he DID NOT state any impact damage besides the minor scratches and then he accused me of impact damage on the edge of my rMBP. (Could this justify to be that THEY caused the impact damage in store?) I talked to one of the Service Managers about just getting my screen replaced only 2 months ago through the last repair and he flat out denied it, stating they only tightened the hinges(Proving that they lied to me about the new display while performing the first repair in store). He then told me he can't do anything because its considered physical damage which cracked the screen and it will cost me $1000 to replace the whole display and it won't be covered under warranty. I then demanded he escalate the issue to Apple, so he sent an e-mail to Apple directly to see if they can do anything about the issue.

    For my next step I'm thinking of going directly to the Genius bar at the Apple Store and explaining the situation to them to see if they can rectify the problem.

    What do u guys think about that and what do you guys think I should do?

    Any advice, help or guidance would be greatly appreciated. :mad:
  2. nexus4life macrumors regular

    Jul 19, 2014
    Make sure you get Apple involved, both in the investigation of this company/retailer as well as to solve the issue you are having.

    If AppleCare/warranty is active, get the second part's process started here -

    Let us know how it goes.

    PS - why are you not naming the company/retailer?
  3. joesterbrah thread starter macrumors newbie

    Aug 2, 2014
    So how should I proceed forward with getting Apple involved? Do you think I should contact them by calling them directly or going to the Apple Store itself? I do currently have Applecare for my laptop.

    I didn't name the retailer to avoid any bias for the discussion.
  4. nexus4life macrumors regular

    Jul 19, 2014
    Going to the Apple Store itself is almost guaranteed to not help you in any way regarding issues with the retailer. I think the only way to get Apple involved is to call one of the standard customer support phone numbers and explain the situation until you keep getting elevated to someone higher in the company... unfortunately there is no guaranteed method because it's not like there is a direct line for this purpose.

    To get your macbook fixed, you can go to a physical Store or get the process going online.
  5. lovelucki13 macrumors newbie

    Aug 2, 2014
    LOL, correct me if I'm wrong, but, sounds like Best Buy...
  6. MCAsan macrumors 601


    Jul 9, 2012
    leave the retailer out of this until Apple does diagnosis and suggests repairs. With luck Apple will take care of it. Get ye to the Apple Store! And before heading to the store, make double sure your Apple Care is all nicely registered for that machine on your ID at Apple.
  7. joesterbrah thread starter macrumors newbie

    Aug 2, 2014
    Im looking to mainly get my rMBP fixed before getting them to help me deal with issues with my retailer. So in terms of getting it fixed, do u think I could go to the apple store ,explain the situation to them (with the retailer) and get them to do the repair under warranty based off the situation?


    Okay, I'm planning on doing that but if there is the so called "physical damage" by the charging port, wouldn't Apple diagnose this as physical damage at the store as well?
  8. nexus4life macrumors regular

    Jul 19, 2014
    I think you need to go there and have them assess the situation and tell you what your options are.

    Ideally any damage caused will be covered and then it's a done deal. Sucks to have gone through issues with said retailer, but you can shrug it off with a fully functioning macbook.

    If it's not covered and you know for sure the retailer caused the damage, then you have more of an issue.

    Let's aim for #1 here, and let us know how that goes. :)
  9. joesterbrah thread starter macrumors newbie

    Aug 2, 2014
    Alright I will do that for sure and keep you guys posted. Hopefully Apple replies back to the Service Manager's email soon so I can rectify the problem before school starts up.

    Thanks again for the help.
  10. nexus4life macrumors regular

    Jul 19, 2014
    Considering you had all these issues with these people, I wouldn't even trust that an email was sent.

    Start your own ticket, deal with Apple directly at this point.
  11. joesterbrah thread starter macrumors newbie

    Aug 2, 2014
    Alright will do!
  12. fatima82 macrumors newbie

    May 29, 2010
    it seems to be a common problem


    Your second issue, i.e flickering screen seems to be a common issue. My 15inch retina screen [bought in early 2013] suddenly had a similar problem. I woke up one day and the screen was flickering and unusable. There is no physical damage to the screen. I went to an istore and they refused me apple care saying that I might have done "something wrong"
    Here is a thread about others facing similar issues.

    Attached Files:

  13. SarcasticJoe macrumors 6502a


    Nov 5, 2013
    By the looks of things the third party serivice technician that worked on your Macbook was an ape and didn't do his job properly, thus actually causing the damage. Because of this I doubt getting in touch with Apple will do much other than them pointing out that the damage was done by the store and telling the two of you to sort it out between the two of you.

    AppleCare is a warranty, not a form of insurance, and warranties don't cover damages caused by accidents or incompetence. So no matter who they belive, you saying it was them who broke your macbook or them saying you dropped it, they won't fix it.

    As they're already lies to cover their own incompetence I doubt they'll pay for fix the damages out of pocket and your only choice is to go to your local customer protection authorities in hopes that they might help you.
  14. jdaniel macrumors 65816

    Mar 21, 2009
    Lviv, Ukraine
    I have no idea why you are messing with these retailers when you could have gone to a genius bar to begin with, unless you do not live anywhere near one that should be the first place to go...

    you basically caused yourself a whole lot of grief.
  15. laurihoefs macrumors 6502a


    Mar 1, 2013
    If the damage is caused by an authorized service partner, repairs are covered by the warranty.
  16. joesterbrah thread starter macrumors newbie

    Aug 2, 2014

    Okay guys, so the problem has been rectified and here's what happened:

    The manager initially got back to me and told me there is nothing they can do, he apparently talked to 3 technicians and the owner and came to a final verdict saying I committed the physical damage. So I then calmly retaliated by stating I will be taking this to the media as this is ridiculous. He then told me to give him a few more days to see what he can do. After a few days he returned my call and basically told me to move past the whole situation he has agreed to fix it, even though everyone opposed his decision, he overruled them.

    Now I told him I would like him to have a Samsung screen ordered as opposed to LG because i've briefly read that the LG one has an issue with it such as image retention. He told me that back in 2012 there was an image retention issue with the rMBP screens and he assumes the issue has been rectified by Apple by then.

    Can anyone provide me with any insight on this?
  17. pragmatous macrumors 65816

    May 23, 2012
    I have a 2014 rmbp 15" w/ dGPU and I do not have retention problems. It has an LG screen. It also came with a samsung SSD. So double score IMO.

  18. NT1440 macrumors G5


    May 18, 2008
    The LCD panel itself is clearly broken, regardless of the cover glass not having damage. The cover glass on the rMBP flexes quite a bit, and I don't know if you have any history with computer repair, but that's just a clearly impacted screen.
  19. joesterbrah thread starter macrumors newbie

    Aug 2, 2014
    I was told by him my laptop was manufactured in 2012(even though it states it an early 2013 laptop) and that he will have to use the same parts from when it was manufactured as other parts won't be compatible with it. Since that's the case, i'm worried that if the parts are from 2012 I could run into that issue.

    Though i'm surprised as I would assume the 2014 rMBP 15" screen can used to replace an early 2013 rMPB 15" screen?:confused:
  20. MagicBoy macrumors 68040


    May 28, 2006
    Manchester, UK
    If the part number is the same between generations, it's the same. Otherwise there will be some sort of detail difference.
  21. pragmatous macrumors 65816

    May 23, 2012
    That's why I go thru Apple.

    It sounds fishy to me and I think you're getting screwed.


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