MacBook Cracks and Apple Support

[BlackMax]

True, that spot isn't where you would get a crack from a drop, but it does look like the type of thing that might happen if you were trying to pry a case open. No one ever said anything about a drop having to be the cause of the crack.

I have to agree with mick4394 concerning the missing piece from the right palm rest of this MacBook. I've looked at the provided picture over and over again three points keep sticking in my head:

1. It looks like a really clean break on a surface where the pressure required to open the MacBook lid is spread across an area that does completely match the missing piece.

2. The pressure required to open the MacBook lid (at least mine) can't be more than ~5lbs per square inch across the front surface of the case, which is not nearly enough to shear a piece of any size from the palm rest as displayed in the photo. Perhaps if there was already a crack in that area, but not by itself. I've heard of screws on the MacBook causing case cracks, but I do not see any screws under the palm rest in this area.

3. I reviewed a lot of MacBook case crack pictures when I was researching my MacBook before purchasing, but I've never saw one with damage like this.

http://img.photobucket.com/albums/v512/Flickie/crack2.png


Given these reasons, I too can understand why Apple might question fixing this particular damage under warranty.

 

[PDE]

I have to agree with mick4394 concerning the missing piece from the right palm rest of this MacBook. I've looked at the provided picture over and over again three points keep sticking in my head:

1. It looks like a really clean break on a surface where the pressure required to open the MacBook lid is spread across an area that does completely match the missing piece.

2. The pressure required to open the MacBook lid (at least mine) can't be more than ~5lbs per square inch across the front surface of the case, which is not nearly enough to shear a piece of any size from the palm rest as displayed in the photo. Perhaps if there was already a crack in that area, but not by itself. I've heard of screws on the MacBook causing case cracks, but I do not see any screws under the palm rest in this area.

3. I reviewed a lot of MacBook case crack pictures when I was researching my MacBook before purchasing, but I've never saw one with damage like this.


Given these reasons, I too can understand why Apple might question fixing this particular damage under warranty.

But the crack is EXACTLY in the place where the one inch long plastic bumper on the screen bezel hits the bottom case. There is a lot more pressure there than elsewhere and the pressure is therefore not spread evenly.

 

[BlackMax]

After posting above I wanted to do some more research on this issue... Sure enough I found more MacBook crack photos and some of them are exactly the same as the one Flickie posted here. I looked at a lot of photos before I bought my MacBook, but I didn't see these.

It is hard to see in first photo, but if you look closely you can see a crack on the front of the right palm rest running parallel to the edge. These photos look like proof that this type of damage is not an isolated case.

Print these out and take them with you back to your Apple store.

And another one.

And one more.

 

[mick4394]

But the crack is EXACTLY in the place where the one inch long plastic bumper on the screen bezel hits the bottom case. There is a lot more pressure there than elsewhere and the pressure is therefore not spread evenly.

The problem is you and others are acting as if there's only one way that damage could have occurred, that being a design flaw. There's more than one way this could happen, design flaw being one, prying open a case being another. There is a legitimate argument, that Apple has, to not repair this Macbook for free.

There are multiple cracks on this computer. One in a place that receives no stress. One that does receive minimal stress from the lid. If there was one crack in the place that the magnets reside, I may give in to the design flaw argument. The fact that there's another crack, in a completely different area of the computer would lead me to believe that the problems are a result of user abuse.

 

[PDE]

The problem is you and others are acting as if there's only one way that damage could have occurred, that being a design flaw. There's more than one way this could happen, design flaw being one, prying open a case being another. There is a legitimate argument, that Apple has, to not repair this Macbook for free.

There are multiple cracks on this computer. One in a place that receives no stress. One that does receive minimal stress from the lid. If there was one crack in the place that the magnets reside, I may give in to the design flaw argument. The fact that there's another crack, in a completely different area of the computer would lead me to believe that the problems are a result of user abuse.

I agree that the bottom case crack is more questionable. The top case seems to be directly linked to the use of magnets and the bumpers slamming onto an area that, no matter what, SHOULD have been reinforced underneath. The plastic of the top case is also very thin. I'm giving the guy the benefit of the doubt and think Apple should too. We all give Apple the benefit of the doubt, even after being lied to over and over again....

 

[Flickie]

Thanks for the all input, but one question I keep asking is why would I be opening the MacBook from the right hand side when there is a lip in the middle where you open it?

Thanks for the pictures too, Blackmax.

I'll see what happens when I get a letter back off Apple.

 

[madmaxmedia]

Thanks for the all input, but one question I keep asking is why would I be opening the MacBook from the right hand side when there is a lip in the middle where you open it?

Thanks for the pictures too, Blackmax.

I'll see what happens when I get a letter back off Apple.

I think the general idea is that the edge could break not from opening the lid, but from closing the lid. One inadvertent slam could probably be enough to chip off a piece of the case, since that's where the guard is.

I'm not saying you did that (you seem to be honest in your posts), but it also doesn't surprise me that Apple refused to fix your computer. Not saying its right, but it's hard for them to separate lies from truth too. People will try to return lots of obviously abused stuff, and companies like Apple typically have to draw the line somewhere. I think the more you keep that in mind in dealing with Apple, the more likely they will see you as a reasonable person who might be telling the truth.

Anyway, good luck with your efforts.

 

[Flickie]

I think the general idea is that the edge could break not from opening the lid, but from closing the lid. One inadvertent slam could probably be enough to chip off a piece of the case, since that's where the guard is.

I'm not saying you did that (you seem to be honest in your posts), but it also doesn't surprise me that Apple refused to fix your computer. Not saying its right, but it's hard for them to separate lies from truth too. People will try to return lots of obviously abused stuff, and companies like Apple typically have to draw the line somewhere. I think the more you keep that in mind in dealing with Apple, the more likely they will see you as a reasonable person who might be telling the truth.

Anyway, good luck with your efforts.

I clearly understand where you are coming from with Apples opinion. It is just really frustrating when I know I have not abused and mishandled this MacBook and things like this have happened.

I'll just have to wait and see what happens in the next few weeks. Hopefully Apple will see that I am not lying.

 

[madmaxmedia]

I clearly understand where you are coming from with Apples opinion. It is just really frustrating when I know I have not abused and mishandled this MacBook and things like this have happened.

I'll just have to wait and see what happens in the next few weeks. Hopefully Apple will see that I am not lying.

I would be frustrated too (I have a white MB too)- good luck!

Like I said, I personally would just try to be as reasoned as possible, and be prepared with some links or photos of other MacBooks this has happened to.

You coul alternatively scream bloody murder and threaten to take consumer action or whatever, but I think that's a harder approach to take when the defect in question could appear to be regular physical abuse. (you could always resort to that after, if trying to reason with them at first didn't work.)

 

[CaptainCaveMann]

These macbooks are really P'sOS. Dont waste ur money anymore...

 

[ITASOR]

I'm looking at my MacBook and I don't understand how that can happen. Some people must be really hard on their computers. I don't think you NEED to pry on the upper case if you disassemble the MacBook. Its not like the iBook, there's those screws on the sides.

 

[LisaS986]

Same problem

I have the same problem with my 4 month old MacBook. First, discoloration- which I dealt with by regularly cleaning it with isopropyl alcohol. Second, the same exact crack in the same place occured on the right hand pad. I haven't dropped it, etc. but doubt I will take it to the store as there are some scratches on the case and know they will argue that it was trauma. I guess I'll wait until this happens to more and more people- then they will have trouble arguing it was my fault. I too am worried about dirt getting in- I guess I will just tape up the crack for now.

 

[mick4394]

I have the same problem with my 4 month old MacBook. First, discoloration- which I dealt with by regularly cleaning it with isopropyl alcohol. Second, the same exact crack in the same place occured on the right hand pad. I haven't dropped it, etc. but doubt I will take it to the store as there are some scratches on the case and know they will argue that it was trauma. I guess I'll wait until this happens to more and more people- then they will have trouble arguing it was my fault. I too am worried about dirt getting in- I guess I will just tape up the crack for now.

I like your strategy. If this is a design flaw, it will become a big problem and Apple will have no choice but to either fix the broken ones or do a full recall.

 

[BlackMax]

Just curious if anyone has had any cracks on the right hand palm rest of a Black MacBook?

It just dawned on me that all the reports and pictures of this type of crack (or any MacBook cracks for that matter) I've seen have been on the White MacBook. Is it possible the two MacBooks (Black and White) are made out of slightly different material?

 

[Xplorer]

Here is mine, just happened....

Here is my pic, I just noticed it after typing a paper....

When using the pad, I do not have my wrist in contact with this area. I did notice when I grab for it when the top is open my thumb is in that exact spot, and the entire weight rests on that panel.....

Just a thought....

Calling apple tomorrow...

 

[hathead]

I just returned from the apple store where I had my macbook fixed for the exact same problem. It was covered under warranty but they acted like they've never seen a crack like this before. I bet they see a lot more in the future.

I'm sure the cracking was caused by grabbing it with one hand while the lid was open and picking it up. I will not be doing that in the future.

IMHO, the plastic case is pretty poor and the design that would allow this type of crack after 60 days of use is pathetic.

 

[LDoc]

right-handed?

Any left-handed clickers in the folks that are having problems?

I'm thinking that i tend to slide my right hand down to click, and i'm resting the palm right on the edge on the right side. If i had been using my left hand i wonder if i would have seen a crack on the left side?

I'd call it a design flaw. The crack seems be be at the point where the bezel overlaps the frame. I'd surmise that if the bezel actually sits above the frame eventually pressure on that area will crack it.

BTW i had the heatsink problem on this unit, and both bezels were replaced when the unit went in a few months ago.

sigh - back to The Apple Store.......

 

[jamerson9]

Had a similar crack where the left magnetic latch connects with the palm rest. Got it repair at the Apple store today. The replacement keyboard/top cover seems to be more firm and the slight case creaking on the left hand side has gone. Feels a lot more firmer. The keyboard is a lot different. More muted feel to the keys than before. The interesting thing is that on the repair receipt I got, for the replaced part it says "Housing, Top Case with Keyboard, White, Version 2". So it looks as if they have changed the part to be more tougher. Anyhow, I'm happy with the replacement. Fingers cross that this would be last visit to the Apple store for repairs.

FYI, my macbook was made in 2006 November.

 

[madmaxmedia]

LOL, I jinxed myself by commenting on this thread- now I have the exact same crack where the lid bumper contacts the top case (right side, near sleep light). I think it's simply a case of repetitive stress, plus the fact that even if you shut the lid gently, all the force is being concentrated at those 2 hard bumper lines.

I read a bunch of other threads (here and at Apple.com.) It seems that Apple is generally fixing these now, since they've had this happen to multiple users.

I wonder if OP got his MB fixed, if not he should try to go to an Apple store again.

 

[Coops46]

I have exactly the same problem, the genius at Bluewater acted as if he's never seen it happen before, but its quite evident that this is becoming a bigger problem. My crack has just propagated into a hairline crack and at first thought it was just pencil, and then realised! I couldn't leave my macbook with them because i'm in the middle of exams at the moment, but I thought they could have fixed it in about an hour, not 10 days.

In relation to constant wear, my space bar is also curving/bowing, is this a warranty job because surely it's general use?

 

[St. Germain]

I just had this happen to my MacBook as well. It looks exactly like others here, on the right side where the bumper from the top of the screen touches the bottom.

Being a recent "switcher", what do I need to do to get this fixed? Can I just make an appointment with the nearest Apple Store or do I need to call and deal with AppleCare? Also, I assume this is something they can do at the store for me? This is my main work computer, so I literally can't go a day without it. So the key here is immediate turnaround.

I really hate to say it, but I've had more problems with this laptop than any of my previous PC laptops combined.

1) Random shutdowns (fixed eventually by firmware)
2) Discoloration on the hand rest (replaced)
3) Batter stopped working (replaced)
4) Now the case is breaking on the right side

 

[bgerard1711]

My case is breaking

I have the same problem with my Mac purchased last October. The palm rest is broken off a sliver because I always close the lap top with my right hand, reaching for the upper right corner of the screen, bringing down the cover. On the upper right hand of the screen is a 1.5" dimple which is contacting the palm rest and after 10 months has cracked the computer palm rest. What should I do?

 

[mick4394]

I have the same problem with my Mac purchased last October. The palm rest is broken off a sliver because I always close the lap top with my right hand, reaching for the upper right corner of the screen, bringing down the cover. On the upper right hand of the screen is a 1.5" dimple which is contacting the palm rest and after 10 months has cracked the computer palm rest. What should I do?

Call Apple. They should take care of you.

 

[tsvb]

I have a few of the hairline cracks on the bottom. Has anyone had any luck getting new casing due to this?

 

[mick4394]

I have a few of the hairline cracks on the bottom. Has anyone had any luck getting new casing due to this?

I had the casing of my Macbook replaced twice for this problem. Ultimately, Apple ended up replacing my Macbook, partially, because of this very issue.