Screen warping? Will Apple help?

[SirJ]

Hey everyone,

I recently (end of May) got an aluminum 2.4 macbook. I was, of course, thrilled.

After a month of care and light use, I noticed that the laptop opened rather easily and that it indeed pops open if I carry it while touching the screen hinge.

I initially passed this off as a typical thing, as the hinge may act as a lever to open the lid and, thus, the whole screen. However earlier today I noticed some warping occurring on the right side of the top end. I also used a friends Macbook and can now say with utter confidence that the magnet holding my screen down is either pathetically weak or there is a problem with the the screen part of my notebook.

<a href="http://s880.photobucket.com/albums/ac1/jaredfknight/?action=view&current=DSCF0034.jpg" target="_blank"><img src="http://i880.photobucket.com/albums/ac1/jaredfknight/DSCF0034.jpg" border="0" alt="Side Notebook"></a>
<a href="http://s880.photobucket.com/albums/ac1/jaredfknight/?action=view&current=DSCF0035.jpg" target="_blank"><img src="http://i880.photobucket.com/albums/ac1/jaredfknight/DSCF0035.jpg" border="0" alt="Full Notebook"></a>

I've included some pictures of the problem. You'll notice the screen warping most drastically in the view of the entire machine, however it is apparent in the closer shots as well (in my opinion). My question is:
If I take it to an Apple store to have it inspected, what would you expect the response to be? Has anyone had a similar experience? I realize that the worst they can say is "tough luck" and that I be going to an Apple store soon, but I'm just trying to get an idea of what to expect.

 

[MacDawg]

Your experience will likely vary from Apple Store to Apple Store
And even within the same Apple Store depending on who you talk to

Just take it in, explain your problem and see what resolution they offer

Woof, Woof - Dawg

 

[MacManiac76]

I would definitely take it in to an Apple Store. If the warping is bad enough and causing problems with opening/closing the lid they should repair/replace it. If not you can trying calling AppleCare directly and working with them. Others have had better luck in certain situations by calling AppleCare directly. Good luck.

 

[SirJ]

Thanks for the suggestions. As I'm a couple hours away from the nearest Apple Store, I called AppleCare and asked the lady on the phone what she recommends. She gave me the following options:

1) Take it to an Apple Retail Store and have it examined by a Mac Genius.

2) Take it to an Apple Service Provider and have them look at it.

I've not heard much about Apple Service Providers - ever - and am wondering if they are more or less likely to be helpful compared to Apple Geniuses. There is a service provider about ten minutes from my house. Naturally, if this is a safe route, I'd be much more inclined to go that route.

What are your thoughts?

 

[Vulcan]

Thanks for the suggestions. As I'm a couple hours away from the nearest Apple Store, I called AppleCare and asked the lady on the phone what she recommends. She gave me the following options:

1) Take it to an Apple Retail Store and have it examined by a Mac Genius.

2) Take it to an Apple Service Provider and have them look at it.

I've not heard much about Apple Service Providers - ever - and am wondering if they are more or less likely to be helpful compared to Apple Geniuses. There is a service provider about ten minutes from my house. Naturally, if this is a safe route, I'd be much more inclined to go that route.

What are your thoughts?

You're better off going to Apple than an AASP, at least in my experience. Some people have had amazing experiences with AASP's, others, not so much.

By the way, if you call up AppleCare and ask, they can send you out a box to mail in your computer for repair. They are reluctant to offer this service, however.

 

[xpovos]

You're better off going to Apple than an AASP, at least in my experience.

My experience is exactly opposite. We've only one Apple store within less than 4 hours from my house but have had some of the absolute worst customer service there of our lives, especially when it comes to the "Geniuses" at that store. They would no doubt look at your problem and say too bad and send you on your way. On the other hand, my nearby authorized service provider has treated me like a king for the last two years and have earned all of my return business. As stated above, though, your mileage may vary.

 

[SirJ]

Hi everyone and thanks for your responses.

I took it to an Apple Service Provider simply because I'm impatient and it is much closer. Before doing so, however, I found that this supposed "warping" is not an isolated incident:
http://discussions.apple.com/thread.jspa?threadID=1880604&tstart=0
I printed this out and brought it with me and the man there agreed that it's clearly a manufacturing defect and sent it in.

Awesome.

Here's the problem.

A few days later I checked out Apple's site to look at the repair status of my MacBook and I saw that this particular function requires a Case ID. I have the serial number of my MacBook but was not given a Case ID. Is this just something that you deal with when going through an AASP or should I contact the company and ask them why I haven't been provided with this information?