New Mac book pro has internal display crack!

[Ash Parashar]

I bought a new 16” Mac book pro this year and used it very carefully even buying and installing a highly rated on amazon uk UAG (under armour gear) body protector on the laptop.

A couple of weeks ago I finished working and closed my laptop as usual. Opened it a few hours later and the screen remained dark with an internal crack of light visible in the bottom right corner of the display. I powered off and on several times but no joy. I took it to the Apple store at Regent street london uk and they insisted it was accidental damage- that something must’ve come between the display and the bottom half when I shut the laptop. No amount of convincing them that nothing did and no accident occurred cut any ice and I was given a £680 repair bill (((



Has anyone else had a similar issue? I’m upset at the cost and the fact that Apple refused to believe me even though I’m 110% sure no such damage occurred.

 

[Audit13]

Was the MacBook purchased with a credit card that offers some sort of damage protection?

 

[Ash Parashar]

Hi audit13 Thanks, yes it was but no the credit card doesn’t cover this. I am trying to figure if others have had a similar issue as I can’t imagine any way I could’ve damaged the display screen

 

[Sedulous]

Was the crack near where the hinge connects to body? I think I saw something like that in another thread.

 

[Smoothie]

What do you mean by "internal" crack? Are you saying there's no evidence of damage to the external side of the glass? If so, that would seem to eliminate an external application of force to the screen and make it more likely that it's a manufacturing defect in the glass.

You might try taking it to another Apple store. I have a friend who had a cracked screen on her MBP. There was a very visible external ding on the glass, and I told her it was probably caused by something she did like closing the display over some small object that had fallen on the keyboard. We took it to an Apple store, and much to my surprise they replaced the entire MBP.

 

[robvas]

If it wasn’t like that when you bought it new, it’s not apples responsibility

 

[ght56]

Do you have high resolution images by chance? Spontaneous cracking is rare but it does happen. It seems to be more common on curved displays but it is reported elsewhere as well. An end Apple employee probably does not have the authority to authorize a warranty repair because something like this is extremely rare and, in most cases, it is indeed caused by the user rather than a manufacturing defect. However, you might have a model with a 1 in a bazillion manufacturing defect. I would try speaking via phone to a higher tier technical support agent where you can supply them with detailed documentation (pictures, videos by upload) showing the system is completely free of damage (provided your unit is in perfect cosmetic condition.) If your unit is not in perfect cosmetic condition, this may be harder to prove. Further, Apple might also feel that the case you are using contributed to or even was the cause of this as some of these cases will indeed put pressure on the glass portion of the display. You will likely need to send the unit to an Apple center for inspection.