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Screen damaged by lose small screw from Mac's bottom

Stutterer

Stutterer

macrumors member
Original poster
Nov 20, 2015
32
7
Yesterday when I opened my MacBook Retina (2016) I carry with me inside a case (BookBook case), I noticed the screen was broken.

A screw on the base of my computer got lose and got on top of the the keyboard, with the computer closed inside the cover, damaging both the screen and the chassis of the computer.

I was shocked and hurried with the computer to an Apple agent for an assessment. The computer is less than 8 months old so I really hope they'll fix free of charge all the damage caused by that lose screw.

I've been an happy Apple consumer for some time now but I'll quit it if they let me down in this. It's just that I already paid enough for a computer by a brand renown for the build quality of its products...
 
I would be very surprised if they did not fix this or replace it. My experience has been they make great accommodations when you calmly explain the situation and it is clearly due to bad design of their product.
 
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The screw should assembled with blue thread fixing glue, so the screw should will not loose out if assemble correctly.

Also, it very low possible of the screw loosen out and go on the top of keyboard and damaged the machine when you cover it.

I don't argue on your case, but this is very hard to evidence this is a design error or the loosing screw will damaged your screen by normal case because normally you need to ensure not debris on the top before cover.

However, i know some people can get free repair because of damage by small debris as the owner said the screen is too fragile and owner said just very careful close it, this should case by case decision by Apple.

Just hope Apple can repair you machine free!
 
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evec said:
The screw should assembled with blue thread fixing glue, so the screw should will not loose out if assemble correctly.

Also, it very low possible of the screw loosen out and go on the top of keyboard and damaged the machine when you cover it.

I don't argue on your case, but this is very hard to evidence this is a design error or the loosing screw will damaged your screen by normal case because normally you need to ensure not debris on the top before cover.

However, i know some people can get free repair because of damage by small debris as the owner said the screen is too fragile and owner said just very careful close it, this should case by case decision by Apple.

Just hope Apple can repair you machine free!
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The last time I used the MacBook was with it outside the cover, to install the latest macOS update. I would have noticed a screw on the keyboard back then but there was none whatsoever.

I didn't close the lid on the screw. The tiny screw must have gotten lose with the computer's lid already closed and inside the cover, moving to the keyboard as I carried it with me during the day.
 
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Anything can happen, wish you the best. In the past few years Apples customer service has declined in my option as far as one off cases go to help the consumer.
 
Stutterer said:
Yesterday when I opened my MacBook Retina (2016) I carry with me inside a case (BookBook case), I noticed the screen was broken.

A screw on the base of my computer got lose and got on top of the the keyboard, with the computer closed inside the cover, damaging both the screen and the chassis of the computer.

I was shocked and hurried with the computer to an Apple agent for an assessment. The computer is less than 8 months old so I really hope they'll fix free of charge all the damage caused by that lose screw.

I've been an happy Apple consumer for some time now but I'll quit it if they let me down in this. It's just that I already paid enough for a computer by a brand renown for the build quality of its products...
Click to expand...

lulla01 said:
Anything can happen, wish you the best. In the past few years Apples customer service has declined in my option as far as one off cases go to help the consumer.
Click to expand...

Apple's agent decided that this event is not covered by the warranty. I called Apple itself and they are going to review that assessment. I'm waiting for the final decision.

What if I pay the €600,00 they're asking for the repair and the same random-unexpected event happens six months from now? (while I'm carrying my MacBook in its cover, a screw comes out from the base of the MacBook and ends up lodged between the keyboard and the screen, breaking the latter).

All this makes me think seriously about ditching Apple's ecosystem altogether (this ecosystem was the reason I've been getting iPhones, iPads and more recently the MacBook, and was considering buying the next generation iMac...)
 
hardax said:
There is physically a screw missing from the bottom of the laptop? I cant believe they are saying its your fault if this is truly the case?
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Yes, there is a tiny screw missing from the base of the laptop. Tomorrow I'll have their final answer after Apple's own costumer support engineers review the situation.
 
Personally, I'd say a screw coming loose on its own is a manufacturing fault and should be covered by warranty (as should any damage it caused), and wouldn't be happy if Apple denied repair (although hopefully they'll see sense and agree they're liable)

I can't see where you're from but in the UK we have a small claims court (where I'd be tempted to go if I got no joy from Apple) - do you have that sort of option?
 
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Phil A. said:
Personally, I'd say a screw coming loose on it's own is a manufacturing fault and should be covered by warranty (as should any damage it caused), and wouldn't be happy if Apple denied repair (although hopefully they'll see sense and agree they're liable)

I can't see where you're from but in the UK we have a small claims court (where I'd be tempted to go if I got no joy from Apple) - do you have that sort of option?
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I couldn't agree more.

Although it's the first MacBook I ever had, I've been really into Apple for the last few years.

Had almost every iPad model since 2010, upgraded from the iPhone 5 to the iPhone 6 Plus, and was now waiting for the 10th aniversary iPhone (iPhone 8) and thinking about buying the next generation iMac.

Let's hope they don't let me down on this because it would mean Apple would be, in my eyes, tainted with a serious injustice.

As for going to court, be it small claims or other kind, over here in Portugal the justice system in general is very slow and kind of a maze of red tape... not really an option.
 
Just called Apple and their engineers decided that this damage is not covered by the warranty after checking the damage through phographs sent by their repair agent (meaning they didn't even see the computer and the culprit screw themselves).

Gonna have to foot the repair bill... €600,00.
 
Stutterer said:
Just called Apple and their engineers decided that this damage is not covered by the warranty after checking the damage through phographs sent by their repair agent (meaning they didn't even see the computer and the culprit screw themselves).

Gonna have to foot the repair bill... €600,00.
Click to expand...
That sucks :(

If you don't want to go down the legal route for the reasons you stated, it might be worth firing an email off to Tim Cook (his email address is easy to find, but I don't want to put it here as I'm not sure on the rules about putting email addresses in posts) - it will get picked up by the executive relations team who are generally pretty helpful: It certainly can't do any harm!
 
Phil A. said:
That sucks :(

If you don't want to go down the legal route for the reasons you stated, it might be worth firing an email off to Tim Cook (his email address is easy to find, but I don't want to put it here as I'm not sure on the rules about putting email addresses in posts) - it will get picked up by the executive relations team who are generally pretty helpful: It certainly can't do any harm!
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Followed your advice and sent an email to Tim Cook's address I found in the internet, explaining the whole situation and expressing my deep disappointment with Apple.
 
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I'm sorry, but I really don't see how this is Apples fault, after 8 months of use.

Also I have no idea how the display could open enough for a small screw to work itself inside

I know it sucks, I've been there, but this seems much more an accident rather than an engineering issue.
 
I explained exactly what happened without leaving anything out. In baffled by it all myself.
 
This laptop has never been serviced before correct? The screws on the bottom have never been removed by you?

Im sorry but an 8 month old laptop having a screw come loose like that sure sounds like a manufacturing defect to me. I believe they can determine if the screws have been removed/tampered with by the end user by looking at the break in the lock tight seal (the blue stuff).

I this were me I certainly wouldn't just let it go. Have you thought about trying to go to your credit card company (if that is how you paid for it) and see it they would step up to the plate for you?
 
David58117 said:
I'm sorry, but I really don't see how this is Apples fault, after 8 months of use.
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I fail to see how a device falling apart (with screws coming loose) and causing the full destruction of its most expensive part (the screen) should end up being the user's responsibility. There is a huge difference between an accident (a dropped laptop) and this occurrence!

David58117 said:
Also I have no idea how the display could open enough for a small screw to work itself inside
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Could the screw have gone through the hinge ?
I do not have a Macbook Retina, but on my two MPr laptop, I certainly see a little gap there, and a screw should be able to go through.
 
I'd certainly expect Apple to sort this out. It's not your responsibility to check that screws aren't working loose in your device......it's apples resonsibility to make sure it doesn't happen, or do the right thing if it does.

I think persistence, honesty, and finding just the right person to speak to will get you the result you want. Hang in there, and just keep moving up the customer service chain until they offer you an acceptable solution.
 
That really sucks! Though it does sound like a freak thing, not a common issue. While I would be royally pissed by something like this, I don't think I'd ditch the ecosystem I love over it. Trust me, PC's aren't better built and getting warranty service on PC's is a far worse experience. If you think Dell or Microsoft would treat you better in the same situation, you are mistaken.

You can sell the computer as is on eBay, broken screen ones go for about $650+ then pick up another one on eBay for $950 or so in fully working condition (maybe even less if you get the 2015 model, not sure which you had). That cuts the "repair" to about $300.

Or if you ever wanted a desktop, get a 4K monitor or TV and mount it to the back and you got yourself a bootleg iMac. Its not complete garbage. :)
 
As I told you, I followed Phil A.'s advice and on the 21st December wrote an e-mail to Tim Cook explaining the whole situation and expressing my deep disappointment with Apple.

Today I was contacted by Apple and it seems at least they're looking at it more thoroughly.
 
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Stutterer said:
Just called Apple and their engineers decided that this damage is not covered by the warranty after checking the damage through phographs sent by their repair agent (meaning they didn't even see the computer and the culprit screw themselves).

Gonna have to foot the repair bill... €600,00.
Click to expand...
You don't have apple care?
 
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