Retina Macbook Pro returns thread

[sireShonBohn]

I just initiated my 3rd exchange of the Retina Macbook Pro. My first two rMBP's had cosmetic defects on the aluminum exterior and the last one had significant screen burn-in. All the rMBP's I've had so far had screen burn in to varying degrees, the last one was by far the worst however.

I appreciate that Apple has exchanged these items relatively trouble free but I'm wondering just how many chances I should give them?

If you've had an exchange, how many exchanges has it taken to get the perfect machine?

 

[PaulAtkinson]

Just one!

First rMBP had dimple in display glass.

Returned to Best Buy and walked out with another one. No problems.

 

[benguild]

Jesus christ!
Am I the only one without a defective machine?

 

[ihakim]

The first one I ordered had extremely bad image persistence (ghosting). Second one arrived and had five dead pixels. It also would not go to sleep and when I closed the lid, the fans would ramp up to 6000 rpm instead of turning off. This was before I installed software or did anything on the computer. I had just logged in to test the screen for ghosting. Sent the second one back and am waiting for them to build and ship the third one.

This is the last chance Apple gets from me. It shouldn't take four machines to get it right.

 

[sireShonBohn]

First rMBP had dimple in display glass.

Returned to Best Buy and walked out with another one. No problems.

I don't know if it was you in another thread but I read somewhere else on the forums of an easy return experience at Best Buy. I'm starting to wonder if I should just buy Apple products there from now on.

This last return Apple wanted to check if it was software that was causing the image retention. They led me through a variety of absurd hoops like resetting p-ram, rebooting in some sort of safe mode, taking a screen shot (shift+CMD+3) to see if burn in showed up in a screen shot (seriously), and photographing the offending image retention with my phone and emailing it to someone in their customer support while I was on the phone with them.

I thought returns were "no questions asked"?

 

[austinguy23]

I hope you guys realize that this poll will be skewed in favor of negative feedback. People tend to not get on forums to brag about bug-free devices but rather to b***h about problems...

 

[sireShonBohn]

I hope you guys realize that this poll will be skewed in favor of negative feedback. People tend to not get on forums to brag about bug-free devices but rather to b***h about problems...

The goal is to find out how many people have had multiple defective returns/exchanges. I've had 3 now. It's kind of shocking that Apple can't seem to get me a perfect computer even for 3 grand.

 

[austinguy23]

The goal is to find out how many people have had multiple defective returns/exchanges. I've had 3 now. It's kind of shocking that Apple can't seem to get me a perfect computer even for 3 grand.

Understandable. rMBP was definitely rushed to market and shouldn't have even seen the light of day before Mountain Lion's release.

I hope Tim isn't starting a trend of forgoing quality and superior experience in favor of hitting revenue projections...

 

[GoreVidal]

Oh dear lord.

For the record, bought mine and returned it 2 weeks later. Disappointing to say the least.

 

[earnestgeek]

I don't know if it was you in another thread but I read somewhere else on the forums of an easy return experience at Best Buy. I'm starting to wonder if I should just buy Apple products there from now on.

This last return Apple wanted to check if it was software that was causing the image retention. They led me through a variety of absurd hoops like resetting p-ram, rebooting in some sort of safe mode, taking a screen shot (shift+CMD+3) to see if burn in showed up in a screen shot (seriously), and photographing the offending image retention with my phone and emailing it to someone in their customer support while I was on the phone with them.

I thought returns were "no questions asked"?

I had the same experience. Just got my rMBP today and sadly there was yellow tint and bleeding issues. Called, got transferred to a "senior" applecare specialist who made me go through a bunch of software resets before admitting at was a hardware issue (duh!) and just when i thought it was done, he tells me I can't get a replacement because although its a hardware issue, it doesn't affect usability!

Needless to say I went nuts, said I didn't spend $3000 on something with defects, its like saying buying a new car with a broken radio. If i can't exchange it then I'm returning it. Finally he transferred me to sales person who processed the replacement order. She on the other hand was super nice/helpful.

 

[boto]

I'm currently on my 5th rMBP after going through multiple backlight bleeding, trackpad, keyboard, and cosmetic issues. Two things that I can conclude after exchanging 4 times is that backlight bleeding and extremely minimal cosmetic damage is inevitable. Even the current model I have has a VERY small speck of aluminum chipped on the top edge of my display, which is unnoticeable if your not paranoid and OCD like me. Also, backlight bleeding appeared in every unit I replaced, whether it was a small bleed on the corner or bottom or even on the sides. The current one I have is probably the best I have received so I'm sticking with this before I encounter anymore issues.

 

[chardz88]

no issue since the beginning for me...

 

[Slivortal]

Understandable. rMBP was definitely rushed to market and shouldn't have even seen the light of day before Mountain Lion's release.

I hope Tim isn't starting a trend of forgoing quality and superior experience in favor of hitting revenue projections...

Yeah, because this never happened when Steve was around.

 

[katmeef]

I'm currently on my 5th rMBP after going through multiple backlight bleeding, trackpad, keyboard, and cosmetic issues. Two things that I can conclude after exchanging 4 times is that backlight bleeding and extremely minimal cosmetic damage is inevitable. Even the current model I have has a VERY small speck of aluminum chipped on the top edge of my display, which is unnoticeable if your not paranoid and OCD like me. Also, backlight bleeding appeared in every unit I replaced, whether it was a small bleed on the corner or bottom or even on the sides. The current one I have is probably the best I have received so I'm sticking with this before I encounter anymore issues.

Are you swapping these out in stores or has Apple delivered the replacements to you?

 

[sydenham]

I don't know if it was you in another thread but I read somewhere else on the forums of an easy return experience at Best Buy. I'm starting to wonder if I should just buy Apple products there from now on.

This last return Apple wanted to check if it was software that was causing the image retention. They led me through a variety of absurd hoops like resetting p-ram, rebooting in some sort of safe mode, taking a screen shot (shift+CMD+3) to see if burn in showed up in a screen shot (seriously), and photographing the offending image retention with my phone and emailing it to someone in their customer support while I was on the phone with them.

I thought returns were "no questions asked"?

You want to buy from Best Buy so you can return machines there too? Sounds like Apple was being very generous with you. I certainly would have done quite a few tests on someone like you returning 3 machines. You sound like a classic time waster. You should probably just get your money back and get a Dell or something.

 

[sireShonBohn]

Sounds like Apple was being very generous with you. I certainly would have done quite a few tests on someone like you returning 3 machines. You sound like a classic time waster. You should probably just get your money back and get a Dell or something.

Apple would be very generous to get me a $3,000 computer that isn't damaged or malfunctioning in some way.

 

[boto]

Are you swapping these out in stores or has Apple delivered the replacements to you?

In store exchange. I would never wait 2-3 weeks for a replacement.

 

[boy-better-know]

Jesus christ!
Am I the only one without a defective machine?

No mate. Mine is fine (touch wood). Just needs a screw tightening by apple on saturday. I am happy because I had 3 genuinly faulty new iPads so I was weary of the retina displays.

 

[katmeef]

In store exchange. I would never wait 2-3 weeks for a replacement.

Sure hope my BTO is perfect or maybe I'll need to live with 8G RAM

 

[fkhan3]

Exchanged my BTO due to a dent on bottom panel. Received my replacement yesterday and this one seems to be perfect. Apple did expedite my replacement which I received in 6 business days

 

[sireShonBohn]

Exchanged my BTO due to a dent on bottom panel. Received my replacement yesterday and this one seems to be perfect. Apple did expedite my replacement which I received in 6 business days

Glad to hear these CAN be perfect!

My last two exchanges were both prioritized and the previous to last shipped within a week (still waiting on the last). It looks as if Apple has become aware of the few customers having genuine issues with these machines and they're stepping things up to make sure they have a good experience.

 

[tomiwah]

I just started another thread, in part because of this one, and in part because of the inherent crapshoot involved in exchanging products. My rMBP has dead pixels.

I have tentatively opted to have the screen replaced rather than having the entire machine replaced because that, at least in theory, limits the number of problems that I could experience when I get it back -- i.e., if I get an entirely new machine, it could be perfect, have the same problem, have different problems, or have some combination of problems.

I'm not sure if I made the right choice and still have time to change my mind so I figured I would post in this thread as well. Also, does exchanging the entire unit reset the 14 day return window, meaning that I am cutting short my return period by opting for repair instead of replacement?

 

[Taylor-C]

In store exchange. I would never wait 2-3 weeks for a replacement.

If you do it over the phone you get priority - which is usually 1-3 days (but I was told it could be 3-5 due to the popularity with the Retina).

 

[Vulcan]

Mine has a small blemish on the aluminum below the hinge. Granted, it doesn't really affect my usage at all (plus I already moved all of my data), so I'm probably not going to exchange it. Still, it bothers me.

 

[Jamesesesesess]

I'm currently on my 3rd RMBP, and this one will be exchanged for a 4th. My first was a 2.3/8/256, but it had a pink tint, so I exchanged it. That one had the same issue. I didn't feel like exchanging it again so I figured I'd wait a bit and just have Apple fix it. Then I decided to get a 2.3/16/256 model, and returned my other one. The 2.3/16/256 model that I got (and am using right now) has a yellow tint and the screen is quite dim compared to my first two, and I'm used to having it on full brightness. Now I'm exchanging this one once ABT gets more stock, and will hopefully get a perfect display. I'm not getting my hopes up though, this could take a while