MacBook Pro 2019 display issue

[Brommers]

I have a 2019 MacBook Pro (13 inch). Purchased in March 2020 so out of warranty. Last week the display started doing some weird stuff: flickering, lines, strips of display black etc.. It still works with a second screen but is obviously useless as a portable device.

Apple Support talked me through some checks (resetting SMC etc...) which didn't cure the problem and then advised me to take in store to the Genius Bar. They said the only solution was a replacement display costing £560. I found an email address and contacted them again but was told there can be no exceptions to the replacement cost so as not to prejudice people who invested in AppleCare.

I was happy to pay some cost for a repair but not 60% of the cost of a new MacBook Air. My last laptop, a Macbook Air 2011 lasted almost 9 years before the battery expanded and rendered it unusable. Just over 2 years use out of a 'Pro' machine before it seemingly develops a hinge / display cable issue doesn't seem great to me.

Has anyone else had this issue and found a solution?

 

[diego.caraballo]

I have a 2019 MacBook Pro (13 inch). Purchased in March 2020 so out of warranty. Last week the display started doing some weird stuff: flickering, lines, strips of display black etc.. It still works with a second screen but is obviously useless as a portable device.

Apple Support talked me through some checks (resetting SMC etc...) which didn't cure the problem and then advised me to take in store to the Genius Bar. They said the only solution was a replacement display costing £560. I found an email address and contacted them again but was told there can be no exceptions to the replacement cost so as not to prejudice people who invested in AppleCare.

I was happy to pay some cost for a repair but not 60% of the cost of a new MacBook Air. My last laptop, a Macbook Air 2011 lasted almost 9 years before the battery expanded and rendered it unusable. Just over 2 years use out of a 'Pro' machine before it seemingly develops a hinge / display cable issue doesn't seem great to me.

Has anyone else had this issue and found a solution?

If you have some skills and can replace the display yourself (it's a delicate task, but doable), then you can purchase the part here:

MacBook Pro 13" Retina A1989/A2159 (Mid 2018-2019) Screen

Replace a display compatible with a Mid 2018 to Mid 2019 model A1989 or A2159 MacBook Pro 13" with laptop. Includes the 2560 x 1600 13.3" Retina LCD Screen, Display Cover, Bezel, FaceTime HD Camera, and Clutch Hinges.

www.ifixit.com

(Double check your Mac EMC and Axxxx numbers in the bottom case)

Even after adding VAT it will be cheaper than £560. However if you can't replace yourself, you must add labor and that will be as expensive as paying Apple.

The cable on your screen is not replaceable (not without dissecting the display), nevertheless vertical bars are a symptom of a bad display controller (the array of chips at the bottom of the screen).

 

[spiderman0616]

I have a 2019 MacBook Pro (13 inch). Purchased in March 2020 so out of warranty. Last week the display started doing some weird stuff: flickering, lines, strips of display black etc.. It still works with a second screen but is obviously useless as a portable device.

View attachment 2029400

Apple Support talked me through some checks (resetting SMC etc...) which didn't cure the problem and then advised me to take in store to the Genius Bar. They said the only solution was a replacement display costing £560. I found an email address and contacted them again but was told there can be no exceptions to the replacement cost so as not to prejudice people who invested in AppleCare.

I was happy to pay some cost for a repair but not 60% of the cost of a new MacBook Air. My last laptop, a Macbook Air 2011 lasted almost 9 years before the battery expanded and rendered it unusable. Just over 2 years use out of a 'Pro' machine before it seemingly develops a hinge / display cable issue doesn't seem great to me.

Has anyone else had this issue and found a solution?

That's a pretty heartbreaking situation, OP. I've been through it myself with an iPad having battery problems shortly after the warranty ended.

Honestly, the couple of times in my life I've needed an urgent response or resolution from Apple, I just give them a low satisfaction rating on the survey they email out after the ticket is closed and a very honest (but not rude or snarky) written response in the last screen. I think both times I've done that, I got a response within 24-48 hours from a manager, and both times Apple has made it right.

A lot of things are different these days now that Apple is so large, but one thing that doesn't seem to be different is how fiercely they guard those customer satisfaction scores. Do anything to threaten that, and they'll most likely contact you and work something out.

 

[Brommers]

Thanks for the quick and detailed reply.

If you have some skills and can replace the display yourself (it's a delicate task, but doable), then you can purchase the part here:

MacBook Pro 13" Retina A1989/A2159 (Mid 2018-2019) Screen

Replace a display compatible with a Mid 2018 to Mid 2019 model A1989 or A2159 MacBook Pro 13" with laptop. Includes the 2560 x 1600 13.3" Retina LCD Screen, Display Cover, Bezel, FaceTime HD Camera, and Clutch Hinges.

www.ifixit.com

(Double check your Mac EMC and Axxxx numbers in the bottom case)

Even after adding VAT it will be cheaper than £560. However if you can't replace yourself, you must add labor and that will be as expensive as paying Apple.

The cable on your screen is not replaceable (not without dissecting the display), nevertheless vertical bars are a symptom of a bad display controller (the array of chips at the bottom of the screen).

Thanks the quick feedback and technical insight. I’ll take a look at that but probably not confident enough to replace myself.

 

[Brommers]

That's a pretty heartbreaking situation, OP. I've been through it myself with an iPad having battery problems shortly after the warranty ended.

Honestly, the couple of times in my life I've needed an urgent response or resolution from Apple, I just give them a low satisfaction rating on the survey they email out after the ticket is closed and a very honest (but not rude or snarky) written response in the last screen. I think both times I've done that, I got a response within 24-48 hours from a manager, and both times Apple has made it right.

A lot of things are different these days now that Apple is so large, but one thing that doesn't seem to be different is how fiercely they guard those customer satisfaction scores. Do anything to threaten that, and they'll most likely contact you and work something out.

Thanks for the suggestion. I tried that. Support staff have been very friendly and fast to reply but not able to be flexible in their response. Just one of those things I guess and maybe I’ve just been unlucky!

 

[jav6454]

Thanks for the quick and detailed reply.

Thanks the quick feedback and technical insight. I’ll take a look at that but probably not confident enough to replace myself.

Then my suggestion would be to take it to Apple and have them give you a quote for repairs.

 

[zizi0831]

HI I have the same model and sort of the same issue, I went to the "genius" Bar, telling me its the screen and replace it will fix cost me same 40% of the laptop per se. So I sent an email to tcook@apple.com, recievd an call saying my model was not in the support program, I have to pay for the sceen, too. I am writing to Tim Cook again, which obviously is their executive relation team, and complaining their bad job and the issue again.

The story is to be continued..

 

[Lazyass0]

Another Dustgate here on 2019 16" ... they refuse to change display for free. I think we will see more and more that kind of failure on all Macbook Pro even on M ones, I found quite few threads over the web with this problem for different models from 2016-2021 MBP ...
They should open Repair Program for this issue !

View attachment 2195902

 

[iVerydisappointed]

I have a MacBook pro #not 2019 16” that is like brand new (used as a desktop - it has been moved only 3-4 times) and suddenly the screen had horizontal lines like a textbook. Apple service confirmed the excellent condition and excluded the possibility of been caused by hit. They claim that maybe there was some pressure upon the device from a heavy object (I don't know about you but I don't use my devices as tables or trays). They ask 800€! Based on the purchase price and the time passed we are talking for a device that costs €1400 per year! Nice job Apple! Instead of accepting the fact that there was a manufacturing issue they make assumptions! #proNOT

 

[Kate101]

Hi, I also have a 16 inch MacBook Pro, bought 2020 although dated 2019. It was an expensive and powerful laptop and never leaves the house. Overnight the screen developed a fault that looks like interference. I made an appointment at my Apple Store but initially had a salesperson who came to say the technician was busy but he wanted to make me realistic of the likely cost of a repair and was it worth it on a 3 year old machine. He said he wanted to manage my expectations of a successful resolution. No-one had even looked at it. He then said if I had purchased from then they might be able to cover it but not as I purchased it from John Lewis. I asked if I could see the technician as I questioned how he could know what the problem was before it had been looked at and when the technician came out he briefed him on how he had prepared me. The technician took the machine for less than 5 mins and came back to say it was very good state, no sign of damage but these things happen and it would be £700 to fix. I questioned why a 3 year old screen had developed a fault and he said it wasn’t a known issue, he didn’t know of anybody else having similar issues and I should make a claim against the retailer as it wasn’t Apples responsibility. I then went to see John Lewis who said they have had this problem repeatedly but as it was out of warranty I should take it up with Apple as the expected life of the machine should be about 7 years, not 3. As such it was a manufacturers issue, it was not a retailer issue. Now I have done some online research it seems the screen issue is a thing and I suspect that is why they tried to sell me into buying a new machine without even looking at it. Anyone had any success of where I go from here? 3 years of use for an expensive laptop that has never left the house does not justify an Apple price tag.

 

[spiderman0616]

Hi, I also have a 16 inch MacBook Pro, bought 2020 although dated 2019. It was an expensive and powerful laptop and never leaves the house. Overnight the screen developed a fault that looks like interference. I made an appointment at my Apple Store but initially had a salesperson who came to say the technician was busy but he wanted to make me realistic of the likely cost of a repair and was it worth it on a 3 year old machine. He said he wanted to manage my expectations of a successful resolution. No-one had even looked at it. He then said if I had purchased from then they might be able to cover it but not as I purchased it from John Lewis. I asked if I could see the technician as I questioned how he could know what the problem was before it had been looked at and when the technician came out he briefed him on how he had prepared me. The technician took the machine for less than 5 mins and came back to say it was very good state, no sign of damage but these things happen and it would be £700 to fix. I questioned why a 3 year old screen had developed a fault and he said it wasn’t a known issue, he didn’t know of anybody else having similar issues and I should make a claim against the retailer as it wasn’t Apples responsibility. I then went to see John Lewis who said they have had this problem repeatedly but as it was out of warranty I should take it up with Apple as the expected life of the machine should be about 7 years, not 3. As such it was a manufacturers issue, it was not a retailer issue. Now I have done some online research it seems the screen issue is a thing and I suspect that is why they tried to sell me into buying a new machine without even looking at it. Anyone had any success of where I go from here? 3 years of use for an expensive laptop that has never left the house does not justify an Apple price tag.

No, this is crap. When you get a survey from Apple asking about your experience, be brutal and honest. A manager will contact you and help you out.

 

[Fishrrman]

Take the £560 and put it toward the purchase of a new (or Apple refurbished, if they have them there) MacBook Pro 14".

 

[Kate101]

No, this is crap. When you get a survey from Apple asking about your experience, be brutal and honest. A manager will contact you and help you out.

Sadly I haven't been asked for my feedback!

 

[spiderman0616]

Sadly I haven't been asked for my feedback!

You should eventually get an email survey and when you do, skewer them. I've gotten calls from "Tim Cook's executive response team" more than once due to my negative feedback and every time it happened Apple made it right immediately. The last time the lady even told me "Yes, I pulled the support call that you're referring to, and everything you're saying is spot on and exactly matches what I heard on that call. We'll send you a new iPad right away, no charge."

 

[alessio1996]

Hi,
same issue for me! We have a 2019 mbp (16") bought in 2020 and the display started to flickering/showing vertical bars/not working.
That's crazy, the problem seems to be always the flat cable that connects the monitor to the logic board but no special replacement program still exists (Apple confirms me just today)...
We'll ask to the Apple store but I might sure that will cost around 700/800€...
It's not possible to pay a laptop a few thousands of $/€ and then get this beautiful surprise without any support by Apple...

 

[Jiv]

I have the same problem with my 2019 macbook pro screen. Suddenly it developed weird colours and flicker, tried all the fixes, took it to apple, was told i need new display costing £600. Took it to 2 other independent experts, all said it is a hardware issue with the display - manufacturing fault. Apple doing nothing about it. Shame on them.

 

[Kate101]

I have the same problem with my 2019 macbook pro screen. Suddenly it developed weird colours and flicker, tried all the fixes, took it to apple, was told i need new display costing £600. Took it to 2 other independent experts, all said it is a hardware issue with the display - manufacturing fault. Apple doing nothing about it. Shame on them.

I have reached the end of the road on this one. I got escalated to the Apple Retail Executive Relations team in Cork. I went backwards and forwards. They told me that as I had bought the MacBook Pro through a reseller, John Lewis, there was nothing they could do. They said if I had bought it from an Apple Store they would look at it, but as I had bought through John Lewis is was John Lewis's responsibility. The message was very clear that I would only get the Apple aftercare service if I bought direct from Apple.

I then went backwards and forwards with John Lewis who said that as a 2019 machine, it was quite reasonable to expect it not to last beyond 3-4 years, even as an Apple MacBook Pro that cost nearly £3000. They said that if it was a problem that affected other people, Apple would do a ticket on it and I could get it done, but as it wasn't an identified problem they would put it down to old age, old machine. End of story. Just buy another one was their suggestion as to resolution.

I can just about continue to use it using only the left half the screen, and shutting it down whenever the flickering gets too bad. I would suggest if enough people complain to Apple they will recognise it is a problem and authorise repairs for all 2019 models having this screen issue. Otherwise the machine is perfect, which shows it is purely a screen issue. If I do a screenshot it shows the screen as perfect.

 

[Jiv]

I suspect Apple has known about this issue for a while but they are trying to cover it up in order to avoid the massive expense of correcting their faulty displays. I have found a handful of scattered and sporadic complaints on discussions.apple.com with numerous people saying "me too" etc but before others catch on and have a chance to respond, the threads are promptly shut down by apple with the following message "Looks like no one’s replied in a while. To start the conversation again, simply ask a new question."
Kate101 is right, there needs to be enough complaints registered on one site - but NOT on the Apple site. Perhaps a youtube campaign where people can post little videos of how flimsy and faulty their macbook pros are.

 

[SuprAnd]

I also have horizontal lines on the display of my MacBook Pro 13'' mid-2019