How DARE she?! (Yellow Tint MBP, Apple Store rant)

Discussion in 'MacBook Pro' started by wako, Jun 21, 2007.

  1. wako macrumors 65816

    Jun 6, 2005
    So, I bought my MacBook exactly 13 days from today. Tomorrow is the last day for returns and what not. So i took my MBP in today to the Apple store because my screen also has the case of the light yellow tint. The cashier I talked to could EASILY see the tint as well as 2 other cashiers she had called over. The genius however could not see it as well.

    Unfortunately for me, they had no more glossy screens in, and were awaiting shipment for them to come in. I asked what they could do, they said they just need a manager approval so that they can have a glossy on hold for me and so that when they got it next week, they can still hold on to it for me and allow the exchange even if I am out of the 14 days exchange/return period.

    So the manager comes out and takes a nice long look at it for a good 5 minutes moving the screen around. She puts it down and says its just the viewing angle and shows me how if I looked from above the screen the bottom looks different, I told her THAT was not the problem. Viewing angles give you greyish or really white colors. She then pulled out, "This is the nature of all glossy screen." I told her that was crap too because I have a MacBook that is also glossy and it does not do this. She then told me "Well, these are different screens." I agreed with her although that is true, it wouldnt make sense why it is only on the lower half but not on the ENTIRE screen. So at this point she has already seen it and claimed the yellow is due to the nature of the glossy screens, viewing angle, and the screen itself. Obviously she is playing games with me. Im beginning to become frustrated and she sees this, she says, "Ill go check our floor models." I see her go pick up a MBP move it around and then put it down, not even a good 30 seconds of giving it a hard look. It is most apparent on a white screen yet, she didnt even look like she opened another window since she only picked it up and viewed from different angles.

    So now she comes back to me, and she says, yes it is definitely viewing angle and that it is on all the floor models. I showed her how it isnt viewing angle by opening up and resizing the windows so only the white words Leopard appears. I put it on top of one another and tell her to look directly at it. She says she sees nothing now and their all white. Just a minute ago, when I did this same test she said she could see it but it was the viewing angle! She has gone against her word now! She then says, even if it was a discoloration IT WAS WITHIN SPEC AND SHE DOESNT HAVE TO DO ANYTHING. She can clearly see I am frustrated at this point and says this that TOTALLY is ticking me off....

    She gives me this "deal"...

    She is willing to exchange the product for another one, HOWEVER if the next MBP has "ANY screen defects, if ithas the SAME problems, I cant exchange it." That was understandable. She then says, "okay? even if there is a dead or stuck pixel I cant exchange it." I was totally blown away by this because she literally ment any screen defect. I asked what if there were a bunch of them? She said no, its within spec. Although this is all true that Apple has no pixel policy they usually will be happy to exchange it out for you as long as you are within the exchange period.

    Why am I unhappy with this deal? Im sure when you all buy your macbooks, you want it to be flawless. If there are any flaws you want it fixed or exchanged. However, she threatens me that ANY problems with the screen she wont do anything about it even if it is as apparent as a stuck or dead pixel. As a consumer I have the right to return a merchandise if I am not satisfied, and in this case if there is a flaw like a stuck or dead pixel. Now yes, I can return it regardless with a 10% restocking fee, but if there is such a apparent flaw in the screen as a stuck or dead pixel and she wont take it back? WTF?

    I dont think Im being overly sensitive here. I dont think she should have put a consumer into such a position.
  2. dartzorichalcos macrumors 65816


    Mar 23, 2007
    If you did the exchange and there is a problem with the new MacBook Pro and there is another Apple Store near by, just go to another Apple Store.
  3. flopticalcube macrumors G4


    Sep 7, 2006
    In the velcro closure of America's Hat
    Sounds like Apple's standard policy on dead and stuck pixels. Same as everyone else's bar Philips.
  4. wako thread starter macrumors 65816

    Jun 6, 2005
    Although that is true, and I know the opportunity is well out there, I find it is totally outrageous she would threaten me like this. Last time I checked, it is the CONSUMERS that is suppose to threaten the store for their business...

    I was honestly thinking about just returning everything because never have I ever been treated like this by any store. Even stores like CompUSA, CircuitCity, etc etc would never threaten me to this degree, that if I have a defective unit they wouldnt do anything.

    And no, many companies, including one of the biggest manufacterers of LCD screens, Samsung who makes the screens for Apple actually have a no dead pixel policy. But this isnt the issue though. Many people on these boards that have had dead or stuck pixels when they buy their macs, and have a stuck or dead pixel because it is such an obvious flaw, that the store that sold it to them are willing to exchange it. This manager was just a total ass.
  5. mainomega macrumors 6502

    Jun 5, 2007
    I would have her write all her info down and complain to corp. See if you can exchange it to a different store OR... how will she know if you tried to exchange the second one ? Will she blacklist it.... no.
  6. wako thread starter macrumors 65816

    Jun 6, 2005
    I personally plan on going to another store tomorrow and try to exchange it there. As soon as I do get things done with though, get a MBP that is suppose to function as it should, I will write a letter to corporate. :mad:

    I have all her information down because she wrote down on her business card of the conditions she layed.
  7. uicandrew macrumors 6502a

    Jan 19, 2006
    unfortunately, the "no-dead-pixel" policy is more the exception than the norm.

    the only pc company that i know of that has this policy is alienware, and even with them, there are certain rules, like location.
  8. Mr Fusion macrumors 6502a

    Mr Fusion

    May 7, 2007
    Not with Apple. Steve Jobs is God and we are all grateful for anything he gives us, whether or not there are glaring quality control problems. :D

    Seriously though what a b****. Again I urge anyone with an issue to deal with Apple on the phone, they are nice. The stores hire morons who wouldn't know yellow if you slapped them with a banana. :apple:

    It sounds like Apple is recognizing their little yellow problem and hopefully a recall and better machines will arrive shortly. :)
  9. iDive macrumors member

    Jun 15, 2007
    This varies greatly between stores. I had the tint on my first MPB, the "genius" took a look and said it was the viewing angle. The manager came and said I had the right to exchange if I wasn't satisfied, so I did.

    My second MPB had no yellow tint, but had a BRIGHT GREEN stuck pixel in the very center of the screen. I took it back to the same store and another manager exchanged it for me again without any fuss. He said it was within spec because it was only one stuck pixel, but since it was in the middle of the screen he was going to make an exception for me.

    My third machine is flawless (LG screen).
  10. ryanwarsaw macrumors 68000


    Apr 7, 2007
    Unless the replacement unit came with an ammendment to the warranty stating your little agreement, then her crappy little "deal" can not be enforced. I would like to see her claim that some arrangement scribbled on a card would be stronger than the original manafacturers warranty that accompanies it's product. That i ndividual obviously is used to bullying people and probably pretty successful at getting a good percentage to feel they are at fault for the problem and just go away quietly.

    Whether or not Apples official warranty excludes screen problems is an entirely different matter.

    Were there other customers in the store? I would have made sure that anybody looking at new Macs there was aware of her little "deal". It would have been interesting to see what they thought of her admitting that the yellow screen was "within specs" on all o f their floor models. After that they could hear her explain to you about how defects are normal and additional defects won't be covered.
  11. PDE macrumors 68020

    Nov 16, 2005
    There seem to be quite a few moronic geniuses (oxymoron?) who are blind, deaf and utterly arrogant and ignorant. the key is being lucky or trying to speak to a manager. Managers seem to yield quite a bit of power and can approve almost anything. That's always your best bet. I've also found that they genuinely LISTEN and try to engage with you and that, if you're reasonable and explain what has happened and what you want, they do try to help.

    The yellow tint thing requires a person who is capable of understand what a good quality screen is and then understanding that a yellow tint is not one of the characteristics of a good quality screen. They also need to have eyesight that is capable of distinguishing basic colors! Not easy to find these days. Seriously, I've found that anything subtle is usually lost on them: uneven illumination, flickering, bulging metal, warped bezels etc. The do understand very concrete problems like when a computer does not power up, or a display remaining dark. They're not very refined in their capabilities, that's all.

    I hate feeling bad about going in to get repairs done but I do. they make you feel like an idiot by denying that they see any issue, or denying that they have seen problems that have very widely experienced by customers all over the world. Or when they use the 'within specs' thing to deny every kind of defect.

    I've actually experienced the whole warranty modification thing a few times. They've said things like "we'll go ahead and replace the display this time, but if it's like this again we can't do it again'. Basically telling me that just because another display is defect I should be satisfied with that. Crazy and very infuriating.

    Anyway, good luck!
  12. justaphone macrumors member

    Jun 17, 2007
    Sad - real time ranting while waiting on Customer Service

    I am typing this while I wait on hold with Apple. I had to do it... I wanted badly to keep the machine. I contemplated for 3 days what to do... Bottom line: it is simply too much money to not be 100% satisfied.

    still on hold... they are discussing my case...

    I am also a little saddened by the experience thus far. This is my first Mac and I really considered them to be above the line...

    I have called several stores and they are insistent about the genius evaluation and possible repair- I was even threatened with the 10% return fee. I said no -I payed for this, it is within my rights to exchange for a fully functioning unit. sigh.

    As much as a I hate Circuit City, I will give them this: if I would have walked in to exchange a machine within the 14 days- I would have been allowed to this wihout question- hell, i could have exchanged ust to try a different model!

    Even Dell had been easier to exchange.

    Being transferred... not looking good...

    Don't get me wrong. I understand that these devices are expensive for apple to refurb / lose on... but come on... if it is not 100%, what do they expect?

    Still on hold- waiting for my case manager? I feel like a juvenile deliquent...

    Explain to me how they expect to trouble shoot a yellow tinted screen?

    On line with someone new~

    Sigh. After all of that.. the CS guy says: sure, exchange it... thats why you have 14 days...

    Printing FEDEX return label now.. Wish me luck!
  13. PDE macrumors 68020

    Nov 16, 2005

    Sounds good! Good luck! When I had a flickering screen, the manager told me that he'd exchange it so that I'm happy but that he wouldn't do it ten times since each time Apple loses money. What crap! What about THE CUSTOMER's time, money and frustration? I hate buying directly from apple because of that kind of arrogance, but given how getting a 100% functioning Apple machine is a lottery, it makes sense to buy from them directly, rather than deal with having to ship things back and wait for replacements from and other online resellers.

    At least they're exchanging it for you! Hope the next one is to your satisfaction.
  14. mikesjo macrumors regular

    Nov 29, 2005
    Vancouver, B.C.
    I find that university authorized apple stores are much better with service. They just replace things w/ little to no questions asked.
  15. shipdestroyer macrumors 6502

    Jun 5, 2007
    New Hampshire
  16. iDive macrumors member

    Jun 15, 2007
    This is total BS; I had to exchange my MPB twice and at least one of the machines had been open before (it had a new seal pasted on top of an older one that was cut). I totally think that when you return a machine, if it is one "within spec" (only one dead pixel, or the very subjective "yellow tint" issue) they just re-install the OS, clean it up, re-seal it and resell it as new hoping that the next customer won't be as picky.
  17. puckhead193 macrumors G3


    May 25, 2004
    ROTF... its true you would think they never used any of their products before
  18. PDE macrumors 68020

    Nov 16, 2005

    I agree. And it's not as though they are ACTUALLY losing money when they sell them again. Apple's profit margins are huge compared to many companies and even if they take a computer back, they're still going to make money off it when sell it again, refurbished, open box or whatever. To even tell a customer that they're losing money is insulting and completely unnecessary. I guess they're hoping that the customer will somehow not bring back another one if they feel guilt about the first one. But Why should I feel guilty about bringing back even 100 defective computers? It's apple's fault in the first place.

    I just wish Apple could improve quality control - is there any chance at all that that will happen, or am I just being naive?
  19. Shaduu macrumors 6502a


    Jan 31, 2007
    They're all Dell users in disguise. *Shifty eyes*

    It's possible but with Apple ramping up its laptop production due to higher demand, quality control will take a hit. It should improve in the future when production levels become more even.
  20. wako thread starter macrumors 65816

    Jun 6, 2005
    So after thinking about this overnight, I say screw it! This isnt worth the risk, time, money, or frustration. Although i can trade it again for another glossy MBP, I dont think I will. I think I will just return it and get a MacBook.

    It is absolutely RIDICULOUS how the manager put me into such a position when I am the one who is buying products from them. I am spending quite a few dollars, probably more than what she would ever spend (I mean honestly, she gets all high and mighty because she is a manager of a RETAIL store) and yet she is putting conditions on me when I buy something from them? Not doing it...

    I rather just get another MacBook and know that I am safe from any discoloration issues that shouldnt be there from the get go.

    Later on today, I will go about and write a nice lengthy letter to corporate.

    Thanks for those who listened to my rant. :D
  21. justaphone macrumors member

    Jun 17, 2007
    Wiping a tear from my eye...

    I was quite sad to drop off my yellow tinged MBP at the FEDEX Kinkos for return... I hope my next journey is a little better... my only frustration now is that they will not process my replacement until they get the BROKEN one back. SIGH! All I want is my MBP!
  22. Mr Fusion macrumors 6502a

    Mr Fusion

    May 7, 2007
    About four years ago a friend of mine purchased a G4 tower from the Apple Store. When he booted it up for the first time it had someone else's stuff still on the hard drive. Then he opened up the machine and there was a hard drive installed in it that Apple did not put there nor offer as a BTO option. After a couple phone calls with the store itself they agreed to give him both the refurb and education discounts [he was in school]. It was nice of them but it was still a souring experience thinking you purchased a brand new machine. Think of all the non tech savvy people out there who wouldn't even know that it was used. :(

    And I understand that, but when QC goes down so must the retail price. If this MBP I am typing on right now only cost $1000 I would say "Oh well I obviously got what I paid for." and leave it at that. But the $2000 me and everyone else spend on these premium machines is a lot of money. The high standards come with the pricetag. :)
  23. wako thread starter macrumors 65816

    Jun 6, 2005
    In my opinion, I dont care if they have the worst QC ever. As long as they ADMIT to a quality problem and replace it with another system. Apple doesnt do that. I have gotten multiple Dell products and everytime they were happy to replace it for me IMMEDIATELY. I didnt need to wait for them to first inspect it, i didnt need to wait for them to first get my product before they sent out a replacement, I didnt even need to talk to a manager just to get something replaced!
  24. wako thread starter macrumors 65816

    Jun 6, 2005

    So I finally got time to email corporate on friday, and sent them a nice lengthy letter. I expressed how offended I was and my contemplation of never getting an Apple, because truth be told, I was never offended so much before as a consumer while in the process of purchasing my items. I have been talked down by people before and it really never phased me, but when I was threatened? It really pushed me over the edge enough to get me to write a nice long email to Apple...


    Today I got an email in my inbox from Apple from their regional marketing team around my area. They asked for my number so I can speak to them, which I gave. I expected just regular formalities of a apology and thats that.

    When they called I picked up and thats pretty much what happened a apology and I was like, okay, thanks. They then said, 'so you originally wanted a MBP? I definitely wouldnt mind exchanging it for you again.' At this point of time I was like, i cant believe they are trying to sell me a system, obviously they did not realize I was pissed off to begin with. I quickly cutted and said, 'no thank you, Im probably already out of the return period, i dont want to pay any restocking fee, i rather save a couple hundreds, and have this as my last mac.' The person on the phone then said that I wouldnt need to pay anything at all, and it would just be totally on them :eek:

    I was speechless for a good minute or two, and just wanted them to confirm it in my ears again and asked, "Totally free? you're upgrading me almost 600 dollars worth for free and no restocking fee for my opened MB?" And the person on the phone was like "yes."

    So in the end Apple has tried to mend the wound by giving me practically 800 dollars worth of upgrades. I am totally psyched. They said I can pick up my new MBP on thursday and return my opened MB for free no restocking :)

    As happy as I am though, I am not totally satisfied. After working out the details, I asked what happened of the manager? Any disciplinary actions taken or what has become of this situation. They basically said that the manager in question was notified of me being extremely disgruntled of what had occurred that day and whether or not any actions was taken up on her is private. Which I did understand because technically it isnt my business. Then they basically said that this case will be used as a training to prevent further incidences like these. Which is good because i dont want to find other customers like myself put in such a situation. As good as it seems because Apple does seem to be taking things toward the right direction, I would have much rather have had that specific manager have called me and apologized herself. If they clearly seem to know that the manager has done something wrong, they it would be professional and show that they are sincere by having that manager call me and apologize and offer me what I had really wanted.

    But I guess I cant get everything I want, but none the less I am happy with what Apple has done. It does make me feel cheap though, because although I am still mad about the situation, I feel like I just sold my pride away. Oh well, I guess everyone has a price right? Ugh... im such a hoe....

    <3 :apple:
  25. synth3tik macrumors 68040


    Oct 11, 2006
    Minneapolis, MN
    She didn't threaten you, at all, granted she was quite rash, but come on. Now you could just go to a different Apple store if the next one has issues, Chances are you will not have any dead pixels on the new one anyway.

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