Repair denied due moisture sensor

[eshroom]

So I have a 207 macbook pro with delaminating screen issue, which is repaired for free under a repair program. I also have keyboard issues - another free repair program.

I took my mac into the Apple store and they duly booked it in for a repair of both items for free. That evening I get a call saying they cannot repair any of it due to liquid damage.

Now, a small amount of tea spilt on a work surface and made it into the back fo the Macbook a long time ago. I dismantled, cleaned the affected area with demineralised water and isoprpyl alcohol, dried it off and have been using the laptop as normal ever since, with no issue.

Given the issues I am currently experiencing are clearly down to manufacturing defects that have been recognised by Apple, as evidenced by their repair programs, do I accept they will not repair my laptop due to unrelated liquid ingress (they use the word damage, but as nothing was damaged, I can't call it damage)?

 

[arche3]

Ask them to prove it was not damaged while in their possession.

 

[eshroom]

But it wasn't...

 

[matram]

Apple policy is to not repair a ”damaged” computer. You would first need to pay for a repair of the water damage before they would allow a repair of the screen and keyboard. Have you asked for a quotation for this?

 

[eshroom]

Yes, they said it would be €1,100 to repair the liquid "damage".

My issues are 1) used my laptop goes for about €900 or ones with screen issues €700 and 2) it's not liquid damaged - nothing stopped working as a result of the liquid.

 

[hallux]

The problem is that without dismantling the topcase they can't be certain that whatever tripped the LCIs (liquid contact indicators) wasn't the cause of the keyboard issues. Is it true that there is a keyboard repair program open and that is 99% likely the cause of the issues? Sure, but the tripped liquid indicators give them enough concern to consider that as the cause instead.

These LCIs are little "stickers" inside the machine. They are normally white but they change color when exposed to liquid. They are placed in such a way that if they get wet there's a distinct possibility some other component did. Just because you opened the machine and cleaned up the spill does not assure it's 100% cleaned up either.

 

[iMi]

Something isn’t right here. I had a sticky key and contacted support. Before I even got to the appointment, I spilled coffee on a keyboard a couple of years ago. Went to the Apple store, told them I spilled coffee on it since the repair was requested and they quoted me. I mean, I spilled like a half a cup. Not a dribble. I was certain it activated the spill detector.

Went to pick it up and they said it was replaced under warranty. No charge. It was the butterfly keyboard with all those problems, so maybe that’s why? No idea, but it doesn’t seem like they are super stringent on this. Maybe it depends on store managers?

 

[arche3]

But it wasn't...

You said it wasn't damaged. Do you want it done for free or not?

 

[Natzoo]

I sent my phone in to get the front display fixed and they said the bottom housing was cracked. It wasn't... but they wouldn't even fix the display. I inspected my phone before sending it in for repair and so no damage. No scratches or cracks Anywhere only scratches on the front display from being in the pocket. But yea welcome to apple support, where money solves problems, not ethical practices.

 

[eshroom]

The problem is that without dismantling the topcase they can't be certain that whatever tripped the LCIs (liquid contact indicators) wasn't the cause of the keyboard issues. Is it true that there is a keyboard repair program open and that is 99% likely the cause of the issues? Sure, but the tripped liquid indicators give them enough concern to consider that as the cause instead.

These LCIs are little "stickers" inside the machine. They are normally white but they change color when exposed to liquid. They are placed in such a way that if they get wet there's a distinct possibility some other component did. Just because you opened the machine and cleaned up the spill does not assure it's 100% cleaned up either.

I can live with the keyboard. Pop affected key out, spray with air, pop back on. The problem is the screen, which in addition to staingate, is also now affected by flexgate. They were happy to replace the screen for free, but now due to the liquid indicator are not. How can they possibly claim the staingate or flexgate issues may be related to the liquid ingress?

 

[hallux]

How can they possibly claim the staingate or flexgate issues may be related to the liquid ingress?

Unfortunately, that is something I can't answer. A previous poster indicated that based on experiences posted by others Apple wants to repair any not-covered damages before performing a covered repair.