Macbook pro screen broken after less than 18 months 😟

[matthew-b]

My 2018 Macbook Pro 15.4 screen has now started inverting the colours on the display when opened at various angles, I bought it new in July 2018, took it to the Apple Store and they informed me it was going to cost £650 to fix it! This is pretty bad for product that cost over £2500 only 18 months ago, it has never been dropped, well looked after etc, surely this could not be caused by general wear and tear, could it be a system glitch or somthing else?

Are there any ways to make a complaint to Apple if it is the hardware that has failed in such a short time, as for such an expensive item its not fit for purpose!

Thanks in advance

 

[cmaier]

That’s what apple care is for.

 

[randomgeeza]

As above, AppleCare would have helped and nowadays is a mandatory purchase. However, if you are UK based you have a few options. You could Section 75 the purchase with your credit card company, providing you bought it with a credit card. You could raise a warranty claim using the 2 year EU rule... Or you could go to Apple cap in hand and hope that they are willing to fix without charge... And/or raise a complaint. Good luck.

 

[jerryk]

If it were a 2016 or 2017 I would think it was the display cable aka "flexgate", especially since it changes when you move the display. But 2018 should be clear of that. Still you might search for flexgate and the recall and see if it applies to your system.

 

[iMacDragon]

Sounds like you're in UK, take it back to where you purchased it and cite consumer law, though will probably need a letter from Apple saying you didn't berak it. If it was bought from Apple, push them on consumer law.
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You could raise a warranty claim using the 2 year EU rule...

Just to remind that in UK it's potentially upto 6 years under UK consumer law, as stated on apple warranty information page. A macbook is certainly an expensive enough item that easy to argue more than 2 years.

 

[randomgeeza]

Sounds like you're in UK, take it back to where you purchased it and cite consumer law, though will probably need a letter from Apple saying you didn't berak it. If it was bought from Apple, push them on consumer law.
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Just to remind that in UK it's potentially upto 6 years under UK consumer law, as stated on apple warranty information page. A macbook is certainly an expensive enough item that easy to argue more than 2 years.

However, after six months of ownership the burden of proof is on you to prove the fault was there at the point of purchase, which is almost impossible... so bear that in mind.

Your best bet if you bought on a credit card is to raise a Section 75 claim.

 

[matthew-b]

Thanks for the replies, I'm certainly going to have a go, & feel its somehow wrong that you are forced to buy an extended warranty on a supposedly high quality item.

 

[maflynn]

feel its somehow wrong that you are forced to buy an extended warranty on a supposedly high quality item.

Sadly, that seems to be the case with Apple, their quality track record has not been all that stellar. I viewed the cost of acquisition, to include AC and it became clear that my money is better spent elsewhere, i.e., buying a PC where I got more computer for less.

 

[Brian Y]

However, after six months of ownership the burden of proof is on you to prove the fault was there at the point of purchase, which is almost impossible... so bear that in mind.

Your best bet if you bought on a credit card is to raise a Section 75 claim.

With things like this - it's not normally that difficult. For such an expensive product, it would be sufficient to show that a reasonable person would expect one of the most expensive laptops around to last more than 18 months (price IS taken into account in the CRA).

In that case, you can argue that the product was not durable enough at the point of delivery, as it has not lasted a reasonable amount of time. Durability is a key word, since the "fault" with durability would have been present at the time of delivery.

I've used that argument twice now, successfully.

That said, in my experience, when a retailer knows you aren't going to fall for their "Nah mate, it's over 12 months old so nothing to do with us" line, they tend to back down pretty quickly since they know they'd lose in court (telling someone they don't have rights when they do is just as illegal ).

 

[simonmet]

The EU is quite clear about 2 year warranties, which is why I’m surprised so many companies like Apple continue to try to flaunt it.

18 months is unacceptable.

Even though UK is leaving, you’re still within EU at the time of the failure and quote for repair; plus I’d be extremely surprised if UK doesn’t mandate retailers honour agreements formed during purchase (if they even have to go so far as to state the obvious); and replace them with equivalent or better policies if they don’t exist already.

https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

Basically, it’s an open and shut case. Next time you go in, ask them why they thought they could charge you for repair in opposition to EU law!

 

[matthew-b]

Thanks for all the info, I spoke to apple yesterday, and as soon as I said "under consumer law it should be repaired free of charge" he gave me a reference number and told me to take it to an Apple store and say I'd like to claim under UK consumer law, and as long as the fault was not caused by accidental damage i.e. the computer broke by itself under normal use they will repair it free of charge, and in the UK this is the case for 5 years after purchase. so lets hope all goes well when I take it down there!

The thing that is bad is that how many people take their products to the genius bar not knowing this and pay for a repair thats not their fault, it really should be against the law for them not to tell customers this in the first place.

Anyway, thanks for all the advice!

 

[iMacDragon]

I think it's hit or miss at the store.. I've had products covered in second year failure without any need to push before.

 

[randomgeeza]

As above. It depends on who you get to see, and the store you are at... Good luck.

 

[matthew-b]

Replacing the whole screen & lid, pick it up on Wednesday! what a relief

 

[greenmeanie]

Which if APPLE makes such good products you shouldn't need.

That’s what apple care is for.

 

[cmaier]

Which if APPLE makes such good products you shouldn't need.

That’s nonsense. It’s impossible to Sell millions of a computer model and have none of them fail. Even more impossible as time goes on.
When you buy a Mac you know the warranty. If you want a longer warranty Apple will sell you one.

 

[matthew-b]

I was told when I called apple that if the computer breaks by itself, then its covered by UK consumer law up to 6 years, if its broken by misuse or accidental damage then its not, so Apple Care is a good thing to have under these circumstances.
I don't have Apple Care, but the laptop is covered under my house insurance if its stolen or damaged, so I don't think I need it.
Thankfully Apple honoured the law and repaired it.