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Warranty repair rejected due to "liquid damage"

Try to go to another apple store, be really nice and flirty and you might be lucky! I know this sounds stupid but it can make such a big difference! Tell them how much you spent, how disappointed you are...

A friend of mine had her iphone replaced for $0, she dropped it in the toilet, it normaĺly would have cost 300 bucks but she was really nice and got lucky! Don't lose faith!
 
I've used notebooks outdoors in below freezing conditions(15 degrees) and never had moisture build up to create liquid damage in an isolated spot such as that. A general rule is never use a notebook indoors after bringing it in from a cold/humid environment, however you'd never get a small blotch like that--an "outdoors/ship used Thinkpad" of mine has been exposed to cold/salty humidity and the worst I've gotten is a few green spots on the copper heatsink grill yet nothing "internal" like that. Never done repairs on a MBP, however I deal with lots of Thinkpads from T60-T420/T520 and board corrosion/liquid damage wouldn't be that small and isolated. Liquid damage would result in oxidation and some rust-like residue on the surrounding RoHS solder.
My old 13" MBP which I often used outdoors never had anything like that happen and I live near the ocean--USB cable corrosion is more common :eek:

Sounds like the two Apple Stores are trying to pull a shady repair quota, if liquid sensors weren't tripped a blotch the size of that could have happened from the factory when the board was built--quite possible materials in the factory had a reaction/outgassed or melted(some flex cables have a sticky substance tape you remove which protects the connector).
Since you paid for AppleCare, I'd press the issue to customer relations as a small spot like that isn't "user abuse/damage" and if you had an in-store warranty with say Microcenter/Frys they'd cover the repair on a non-accidental warranty. Earlier in the year my mums' cheap HP had a flex cable replaced at Microcenter via extended warranty, while a flex cable is cheap($25) the labor is typically a 1 hr job($85).

Liquid damage would look more like this, water/moisture will leave a residue of minerals and oxidation behind and not just a "tiny spot":
http://www.bsconsulting.net/LaptopWaterDamage.html
 
I would either try to escalate this through AppleCare, or go to a different Apple store or an authorized reseller to have them look at it.

This seems ridiculous. This is on the underside of the logic board. How should liquid get there without getting anywhere else and tripping the sensors...

In case you are wondering, a healthy screen connector looks like this (from ifixit):
lfHLeCNL6EjRNelU.huge


Now I also understand why the quoted repair cost is so high... logic board + screen, essentially that is most of the MBP.
 
Based on the pics OP provided, I'd say it's pretty likely that's corrosion.

Just because there is corrosion doesn't mean there was a massive spill or anything, but if a tech finds evidence of corrosion, then that issue can't be covered under warranty. To the OP's remark about the machines not being designed well and how this little bit of damage causes such a large repair bill - Yes, you have corrosion directly on the connector that connects the logic board and the display. That definitely necessitates the replacement of both parts typically.

The area in question is in the rear corner of the bottom of the machine. Liquid can easily enter the machine through the vent along the back of the machine and affect this area along the top of the logic board without showing any damage elsewhere. There are only a couple of liquid contact indicators in the machine, and they have to have direct contact with liquid in order to be tripped. So, it is very possible to have liquid damage, yet have no tripped indicators. Physical evidence of liquid or corrosion trumps the indicators above all.

If I read the posts correctly, the OP has taken the machine to more than one tech, and they've both discovered the same thing. It takes more time to deny a warranty claim than it would to check the machine in for warranty repair, so I don't believe that the techs are trying to deny service just because they can. Also, it has no effect on their income/job, so I can't see them making up an issue just because.

OP, I hope that you get things resolved, these unexpected incidents can be tough. Best of luck.
 
Also if it was a liquid spill in that area, I would expect the signs to be around the outer edge of that "flap" rather than beneath it. How could it possibly get underneath it without going on the surrounding areas?

I would definitely escalate this to an higher authority, like somebody else suggested maybe even to Tim Cooks office, make sure you also send the photos and highlight the points I made.

Barney
 
I'm guessing his macbook has been exposed to a lot of humidity...you don't need to spell something to cause liquid damage. Over time the end result is the same.
 
Judging by what I see in the pictures I would say someone is trying to blow smoke up your wazoo. To me it looks like the SMT device(s) failed. The hazy area around the device(s) is pretty typical when they "let out their smoke". A not so technical term for when they fail. But what do I know I'm only an Electrical Engineer with 20 years of experience. I would not be surprised if something upstream (the display maybe) failed and took out the devices in your picture.
 
Do I try contact apple HQ? do I contact my local consumer protection?
Click to expand...
I would be at your version of Better Business Bureau and any/all government departments. In parallel I would be chasing this higher inside Apple.

It should not take too much time before Apple should realize it is cheaper, and better for their image, to just swap out the machine.
 
lisambp said:
Do I try contact apple HQ? do I contact my local consumer protection?
Click to expand...

Once, a guy frustrated with the Genius' bar sent Steve an e-mail and he got a brand new replacement with a free iPod.

I've had two product failures that are similar to yours, so I know where you're coming from.

I say, let Apple know about it.

Submit a feedback, it helps a lot.
http://www.apple.com/feedback/
 
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Reactions: BrittWentz
Is it possible it is damage caused by water, yes, but it isn't something you spilled.

Likely just condensation from moving around a laptop in a cold climate, from the freezing weather outside to a nice warm and humid building.

Not something the average person takes precautions to avoid completely.

Especially since some of the precautions to avoid condensation might result in an unreasonable amount of downtime for the average person.

---

Fight em, they are saying you spilled something -- you didn't.

Instead of saying you were simply unlucky enough to have your computer damaged by an errant drop of condensation.
 
My hunch is this is exactly what you described Lisa - a latent defect. To me, the probability of liquid/moisture getting to that connector, bypassing all other components is so small that no reasonable person could come to that conclusion.

I would send an email to Tim Cook, and contact your local 'trading standards' or equivalent consumer protection authority in your area.
 
  • Like
Reactions: BrittWentz
Sun Baked said:
Likely just condensation from moving around a laptop in a cold climate, from the freezing weather outside to a nice warm and humid building.
Click to expand...

Even then I'd think it likely that you would get condensate pretty much throughout the MBP and not just a single tiny spot....

The liquid detectors are there for a reason, if they didn't trigger then by Apple's definition liquid (as in a spill), was not present. Any amounts such as they are claiming must be for reasons unknown and unlikely to be down to the user IMHO.
 
apple has liquid sensors in that vicinity so if any liquid damage it could have triggered a sensor. Apples warranty calls for visual inspection other then the liquid indicators if they spot corrosion they can void the warranty. Green spec is usually corrosion. But then again if there has been no liquid near it its impossible unless it was subjected to bringing the macbook from an air conditioned room to a humid area. It can if the laptop is not warm.
Anyways i suggest you to call up apple care or shoot an email to tim cook and ask for an escalation. The seniors will have the store send pictures of the damage and evaluate with the engineers. Do also state that your laptop has never been in any humid places, and i never bring any liquids near it(if its true)
also state that the geniuses told you that no liquid indicators were triggered and to show me the corrosion they had to use a microscope. You could also use the geniuses statement of taking an air since its more robust and tell them i guess he knew that these are prone to failures and hence suggested me one of the air.
Just be polite and to the point. If you believe that you have never induced any damage to it, then i can see good hopes that they will provide you a good option. The seniors/customer relations are good people they want to see their customers happy especially customers who have brought a lot of their products.


I am in india and we are not eligible for any replacements no matter how many repairs you have. My retina was in for a month had numerous parts changed and then they tell me my display has physical damage and wont be covered in warranty i shot an email to the customer relations person handling my case and told them i never noticed this display issue before i handed it over. The display was changed within warranty.
When i got the macbook back its wifi was not working another email sent and i was sent a replacement from singapore.
 
Hi..
Same has happened with me too.. i hqve never spilled any liquid on my mac.. and it was just 8 months old..
There was problem with the power. And when i took ot to the store they said there was liquid damage. And could not be cover d under warranty..
Even i was a fan of apple but now im not
I feel apple as coslty ****...
Being a very big company... they play games witn people money

lisambp said:
Hi all,

I am hoping someone will be able to offer some advice on what I should do next.

I bought a MBP in Sep 2013 for $2500 with full AppleCare.
In March 2014 one day the screen started to flicker and fade and then died totally. I called Apple and they suggested that I take it into an Apple store. I took it in and the technicians took my mac into the backroom and came back later saying that there was evidence of liquid damage and it will cost $900 to fix since this is not covered by warranty. They took a picture of the 'corrosion' and showed me on their phone, but I couldn't see what they were referring to. I have never spilled any liquid onto my Macbook so I was really upset and I just walked out the store.

I have been able to still use the mac with an external screen.
A few weeks later, I decided to go to a different Apple store and explain my situation and get a second opinion and see for myself what they are talking about. The genius bar technician insisted that there was evidence of corrosion and a short-circuit on the connector between the logicboard and the screen cable and he thus concluded that this was liquid damage. He did the inspection in front of me and he had to use a microscope type thing to actually see any evidence of 'corrosion' I struggled to see what he was referring to, other than a tiny black/green spec less than a millimeter across.
I complained but the technician insisted that this was corrosion and thus must have been caused by liquid and so is not covered by warranty.
Eventually I got a manager involved who was a lot more friendly, but still wasn't able to help me understand how this is not covered by my warranty nor my applecare when I have not spilled any liquid on the machine and I can barely see what they are talking about. I then asked if any of the liquid sensors have been activated and they told me that they don't know. I asked if they could please check. They took the machine into the back room and came back out saying that the liquid sensors have not been activated but this does not prove that it is not liquid damage.

I then asked if they were able to send me the picture which had been taken by the first store so that I can escalate this somehow. they said that they were not allowed to send me the picture, but that it would be ok for me to take my own picture. they opened the machine again and allowed me to take my own pictures (see attached).

So, my question is.. can apple unilaterally make a decision/conclusion that this was caused by liquid damage with so little evidence (no tripped sensors and a millimeter-sized spec/short-circuit). Could this have been caused by normal operating conditions and no abuse/accient, or a latent defect?

I am based in BC, Canada and I am not sure what I should do next. I cannot afford a $918 repair bill when I just spent $2500 on this machine 7 months ago... I don't understand why people would pay 4 times the price for a Mac when they can break so easily under normal use and not be covered - even with AppleCare.

Do I try contact apple HQ? do I contact my local consumer protection?

Thanks,
Lisa[
Click to expand...
 
Sadwala said:
Hi..
Same has happened with me too.. i hqve never spilled any liquid on my mac.. and it was just 8 months old..
There was problem with the power. And when i took ot to the store they said there was liquid damage. And could not be cover d under warranty..
Even i was a fan of apple but now im not
I feel apple as coslty shitttttt...
Being a very big company... they play games witn people money

QUOTE="lisambp, post: 19058245, member: 889085"]Hi all,

I am hoping someone will be able to offer some advice on what I should do next.

I bought a MBP in Sep 2013 for $2500 with full AppleCare.
In March 2014 one day the screen started to flicker and fade and then died totally. I called Apple and they suggested that I take it into an Apple store. I took it in and the technicians took my mac into the backroom and came back later saying that there was evidence of liquid damage and it will cost $900 to fix since this is not covered by warranty. They took a picture of the 'corrosion' and showed me on their phone, but I couldn't see what they were referring to. I have never spilled any liquid onto my Macbook so I was really upset and I just walked out the store.

I have been able to still use the mac with an external screen.
A few weeks later, I decided to go to a different Apple store and explain my situation and get a second opinion and see for myself what they are talking about. The genius bar technician insisted that there was evidence of corrosion and a short-circuit on the connector between the logicboard and the screen cable and he thus concluded that this was liquid damage. He did the inspection in front of me and he had to use a microscope type thing to actually see any evidence of 'corrosion' I struggled to see what he was referring to, other than a tiny black/green spec less than a millimeter across.
I complained but the technician insisted that this was corrosion and thus must have been caused by liquid and so is not covered by warranty.
Eventually I got a manager involved who was a lot more friendly, but still wasn't able to help me understand how this is not covered by my warranty nor my applecare when I have not spilled any liquid on the machine and I can barely see what they are talking about. I then asked if any of the liquid sensors have been activated and they told me that they don't know. I asked if they could please check. They took the machine into the back room and came back out saying that the liquid sensors have not been activated but this does not prove that it is not liquid damage.

I then asked if they were able to send me the picture which had been taken by the first store so that I can escalate this somehow. they said that they were not allowed to send me the picture, but that it would be ok for me to take my own picture. they opened the machine again and allowed me to take my own pictures (see attached).

So, my question is.. can apple unilaterally make a decision/conclusion that this was caused by liquid damage with so little evidence (no tripped sensors and a millimeter-sized spec/short-circuit). Could this have been caused by normal operating conditions and no abuse/accient, or a latent defect?

I am based in BC, Canada and I am not sure what I should do next. I cannot afford a $918 repair bill when I just spent $2500 on this machine 7 months ago... I don't understand why people would pay 4 times the price for a Mac when they can break so easily under normal use and not be covered - even with AppleCare.

Do I try contact apple HQ? do I contact my local consumer protection?

Thanks,
Lisa
Click to expand...
Nice first post. Trolling?
 
lisambp said:
Hi all,

I am hoping someone will be able to offer some advice on what I should do next.

I bought a MBP in Sep 2013 for $2500 with full AppleCare.
In March 2014 one day the screen started to flicker and fade and then died totally. I called Apple and they suggested that I take it into an Apple store. I took it in and the technicians took my mac into the backroom and came back later saying that there was evidence of liquid damage and it will cost $900 to fix since this is not covered by warranty. They took a picture of the 'corrosion' and showed me on their phone, but I couldn't see what they were referring to. I have never spilled any liquid onto my Macbook so I was really upset and I just walked out the store.

I have been able to still use the mac with an external screen.
A few weeks later, I decided to go to a different Apple store and explain my situation and get a second opinion and see for myself what they are talking about. The genius bar technician insisted that there was evidence of corrosion and a short-circuit on the connector between the logicboard and the screen cable and he thus concluded that this was liquid damage. He did the inspection in front of me and he had to use a microscope type thing to actually see any evidence of 'corrosion' I struggled to see what he was referring to, other than a tiny black/green spec less than a millimeter across.
I complained but the technician insisted that this was corrosion and thus must have been caused by liquid and so is not covered by warranty.
Eventually I got a manager involved who was a lot more friendly, but still wasn't able to help me understand how this is not covered by my warranty nor my applecare when I have not spilled any liquid on the machine and I can barely see what they are talking about. I then asked if any of the liquid sensors have been activated and they told me that they don't know. I asked if they could please check. They took the machine into the back room and came back out saying that the liquid sensors have not been activated but this does not prove that it is not liquid damage.

I then asked if they were able to send me the picture which had been taken by the first store so that I can escalate this somehow. they said that they were not allowed to send me the picture, but that it would be ok for me to take my own picture. they opened the machine again and allowed me to take my own pictures (see attached).

So, my question is.. can apple unilaterally make a decision/conclusion that this was caused by liquid damage with so little evidence (no tripped sensors and a millimeter-sized spec/short-circuit). Could this have been caused by normal operating conditions and no abuse/accient, or a latent defect?

I am based in BC, Canada and I am not sure what I should do next. I cannot afford a $918 repair bill when I just spent $2500 on this machine 7 months ago... I don't understand why people would pay 4 times the price for a Mac when they can break so easily under normal use and not be covered - even with AppleCare.

Do I try contact apple HQ? do I contact my local consumer protection?

Thanks,
Lisa
Click to expand...

Maybe i missed it, but I didn't see anything in your original post about YOU actually spilling anything on it. Did you? Or are you saying that you did nothing to it and still, they are accusing you of damaging the computer with some sort of liquid spill? If they found any kind of liquid damage on your computer, and they want $900+ to fix it, sadly, there's not a lot you can do about it. Unless of course, you're 100% positive that you spilled nothing on it. Then I would call B.S. and escalate the hell out of your issue to the top dogs at Apple. But if you actually did spill something on it and you're trying to sneak a free repair by Apple, then you're going to have an uphill battle getting the thing repaired. Especially if Apple can prove there's liquid damage. Sorry to be brutally honest but it is what it is.

On the flip side, there are plenty of third-party repair places that will fix your computer for quite a bit less. Check eBay. Some repair shops sell flat rate repair jobs for MacBook Pros all day long on eBay. Also, Google "MacBook pro logic board repair" and see what comes up. There's a guy on Youtube who does logic board repair. I can't remember his name, but he's pretty popular in the NY area. Lot of resources out in the world; you just got to go find them. Good luck!
 
lambertjohn said:
Maybe i missed it, but I didn't see anything in your original post about YOU actually spilling anything on it. Did you? Or are you saying that you did nothing to it and still, they are accusing you of damaging the computer with some sort of liquid spill? If they found any kind of liquid damage on your computer, and they want $900+ to fix it, sadly, there's not a lot you can do about it. Unless of course, you're 100% positive that you spilled nothing on it. Then I would call B.S. and escalate the hell out of your issue to the top dogs at Apple. But if you actually did spill something on it and you're trying to sneak a free repair by Apple, then you're going to have an uphill battle getting the thing repaired. Especially if Apple can prove there's liquid damage. Sorry to be brutally honest but it is what it is.

On the flip side, there are plenty of third-party repair places that will fix your computer for quite a bit less. Check eBay. Some repair shops sell flat rate repair jobs for MacBook Pros all day long on eBay. Also, Google "MacBook pro logic board repair" and see what comes up. There's a guy on Youtube who does logic board repair. I can't remember his name, but he's pretty popular in the NY area. Lot of resources out in the world; you just got to go find them. Good luck!
Click to expand...

Think this ones done :)
Capture.JPG


Q-6
 
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