Similar deal! I set the MBA on a carpeted floor with no people or animals in the house, with it closed, went to lunch and returned to the lcd screen cracked. It had not been touched. We were told that we had to pay $450 to replace it, although it is nearly new, still under warranty and we always buy the additional warranties. We have purchased 2 iMacs, 2 MBA, 1 Macbook Pro, 1 13" macbook, 2 iPads and 6 or 7 iphones. I am livid over their treatment and very tempted to take them to court over this issue. I am a lawyer and a mediator. When I asked if they had any room to negotiate any resolution whatsoever, they said 'absolutely not!' Nashville Apple store.
We pay for our own damages and I have never asked Apple to repair anything that was my fault. It has replaced one or 2 phones perhaps due to their product problems. They treated us like we were liars and cheats. I will definitely stop purchasing Apple products!
The MBA in question was purchased in the fall of 2010 and cracked in December 2011. I have yet to research more, but am thinking of paying the fees to join ATLA, a private service for plaintiff's lawyers which keeps records on products, etc. I used it litigating against Pepsi and Coca-Cola and may be very informative. The problem is that this is a small claims court value.
If everyone with similar cases would take them into small claims court, we may get better customer care in the future. This is about justice, not the cost. It is unfair when companies get so large that the consumer has no power whatsoever. Corporations have grown too large and too powerful in this country. We are nobodies, now. They can just sell to the billions of Chinese and to **** with Americans.
I won't go into the so-called "Immaculate MBA cracked screen" since I know nothing about it. My MBA is doing fine after 6 months.
I will note though that raving here will do nothing to fix your screen. Every business in the world has heard one time or another that "I will NEVER purchase, use, rent, borrow, etc your services or products for the rest of my nature life". Everything you post on the internet is there for eternity. And then there is the issue of slander.
I have now spent 3 to 4 hours on the phone with mac support techs, and my frustrations grow. Bottom line: No compensation for a screen crack, and honestly, I see their disposition - if they open the door to spontaneous screen cracks then everyone with a screen crack of any type has a legitimate claim. I am just frustrated to have spent money on a new computer and done nothing but baby it, yet I look through this cracked screen for hours every day.
To Macaby - yes - every company has heard this line. Until now, Mac has not been every company. Mac has gone the distance to keep customers happy. The truth is that I am so Mac dependent that I probably wont abandon their products. This is the most frustrating part! Fact of the matter is that my screen spontaneously broke and I am not the only one - there are many spontaneous screen cracks - it is a flaw and I am certain the next MBA will have a different design. I just want MAC to own it. If they told me that the screen is fragile and many cracks have been reported but they can't reimburse I'd be fine, but the fact that they are telling me I used excessive force, when I simply did not is the frustrating part. And Macaby - you speak of slander - I agree - I am the one accused of using excessive force. Mac is in a catch 22 - they can't admit that the crack may have been spontaneous and not reimburse, and they can't accuse me of force and then reimburse. They can't win. I can't win. It is exactly what I am used to with all non-Mac companies. This is why I have raved about Mac for the last decade and converted many PC users. So, yes, I probably will fix the screen and continue to use Mac, but no, I will no longer rave about the company and no longer be a staunch supporter of the company. Is this the beginning of the end? Time will tell.
Solution? I think we should start a website where people can register their cracks. Lets just see how many spontaneous MBA screen cracks are out there.
From the number of same cases a class action lawsuit could remedy the situation unless the garantee cover it with no question ask...
And what number of MBAs have cracked cases? Don't you think the tech media would pick up on this if the numbers were more than a few? Or do you think the tech media is in Apple's back pocket?
"Every business in the world has heard one time or another that 'I will NEVER purchase, use, rent, borrow, etc your services or products for the rest of my nature life'."
What's even worse, when you're standing in front of a person who can help you, and you tell the person "I'll never buy another product from you", you've removed all incentive of that person providing assistance to you. I'm just saying.
Once in Band Camp...wrong story. One, when I was manning an Apple booth at MacWorld in SF, a guy with a wheelchair-bound son approached me. He started to yell at the top of his lungs - he gave no hint of want the problem was. I allowed him to rant for a few more minutes. I finally told him, "It's obvious that you're upset, and it's not obvious why you're upset with me. I can solve any problem that you have with Apple, and I refuse to do so until your lower your voice and speak to me respectfully." He immdiately regained his composure, and I solved his problem in all of 15 seconds. Threaten all you want, but don't expect anyone to take you seriously.
I too just got off the phone with tier 2 apple support told that I had acidental damaged the screen and it wasn't covered.
I have a padded case, and the laptop never leaves my desk, connected to a external monitor for graphics work. I noticed a white halo, around a area on the screen
weird watermark that only shows up on dark screens. . Upon closer inspection it appears to be a crack behind the display (screen itself is perfectly smooth). It is especially obvious on dark backgrounds and not something I would have missed with regular use for the past hour.
I am ridiculously careful with my stuff and would definitely cop to something but I haven't even been out of my chair for an hour and this suddenly appears. I'm quite baffled. My laptop is 2 months old, they wouldn't fix it, or even pay half of the repairs.
I hope apple fixes this issue and makes the air thicker,or add reinforcement where needed..
Hi, I have the same problem, I went to lunch and my screen cracked. In the store, they accused me of mishandling my MBA even thought I didn't do anything.
In addition, I am in turkey, so they don't speak english. And apparently, the Apple protection care plan is not valid in Turkey, even though they say it has international coverage. So now I have to pay 1200TLR = 600 USD for the replacement.
.. the Apple protection care plan is not valid in Turkey, even though they say it has international coverage. So now I have to pay 1200TLR = 600 USD for the replacement.
The following clip is from the website below...
This Plan is offered and valid only in the 50 United States, the District of Columbia,
Canada, Brazil, and Mexico. This Plan is not valid in any other country or U.S. territory.
This Plan is not available for Florida consumers or where prohibited by law
I'm guessing Apple product bought in other countries like Turkey have their own Apple Care.
Apple Care does provide you with coverage for mobile devices eg (Phone, laptop) while you are abroad. But I think what you have to do is request the coverage in the home country and then you tell them where you are travelling abroad and they then tell you where to go in that country to get service covered by Apple Care.
did anyone has open any website for this issue...
I will post my experience here..
I bough the MBA for my wife as anniversary gift in dec 2011.... she liked the MBA so much that she didn't wanted to use any other laptop.... on the other hand I am not a fan of Mac at all...... no offense...
she baught a leather cover, a screen protector and even a keyboard protector.. she takes care of all her items very well....she is a casual user of computer and mostly use it for her school work or surfing.
in last month she watch some video on it in the night... closed the lid and placed it on top of shelf. the next day morning she found a crack. on the lower right corner of screen in front of toolbar.....
My first reaction was same that it may have caused because something between screen and keyboard or due to something hit the screen... but she said that nothing like this ever happened. I believe her 100%. Though we both tried to find out if that was the case and tried to see if there are any sign of something hitting the screen any scratch or anithing on screen protector or outer cover...... nothing was there....
We went to apple store where they said its law of physics.. there must be a force to break the screen... still the manager suggested me to contact the customer care on phone....
We called the customer care (actually apple care) , the representative initially refused to talk to us because we didn't baught the apple care plan, but when I said that I didn;t call for apple care or support, I called to talk with any customer care representative, he transfered me to his supervisor...
I had a long polite conversation with the supervisor explain him all the story... he might have heard this story before as well..... he asked me if I own any other apple product... I listed all what I own... He simply offered a courtesy repair.. but didn;t accept that it was a design fault... On my side I politely insisted that it was not our fault...
We got our MBA repaired withing a day....