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MBP13 screen glass cracked as result of defect.

787 Views 10 Replies Latest reply: Jun 23, 2012 10:15 PM by SnuffysPaw RSS
edaresek Calculating status...
Currently Being Moderated
May 4, 2012 3:06 AM

Hi all,

 

Please rest assured this is not another post where somebody dropped or smashed up their screen and wants to complain about Applecare not covering it.

My situation is rather different however I can't find any other similar post/threads anywhere so I'd like your opinions! Thanks in advance.

 

We're talking about my early 2011 MBP13. Purhased in October 11 in the United Kingdom. I do have the extended three year Applecare.

 

When the laptop arrived all was fine. A couple of days later I took the time to very closely inspect it/clean dust  etc. I noticed a clump of dust was stuck in the border of the glass screen (where the glass is mounted into the rubber). I removed it carefully and found a very small chip in the glass. The chip measured 1-2mm in length along the glass/rubber border, and had not yet grown into a crack. I visited a local Apple reseller the same day for an opinion. They agreed with me that it was a manufacturing defect and probably occurred in-factory when the screen was installed. The external casing in that area has no signs of impact/scratches and the rubber border is also intact.

 

IMG_9404.jpg

 

I was advised to send it back to Apple and I would have, but this laptop is my lifeline for both work and personal use and at the time I could not afford to be without it for two/three weeks. Based on that the staff at that reseller told me to wait until a) I had the time to send off the laptop or b) the chip grew into a crack.

 

Ten days ago the chip spread into a single clear-cut crack travelling across the upper-left corner of the screen until it met the upper rubber border where it has stopped. Also, a friend has now kindly given me his old laptop to use for a few weeks so I can send this off.

 

IMG_9402.jpgIMG_9403.jpg

 

I am worried that Apple will accuse me of having dropped the laptop etc. and claim that the crack is a result of accidental damage. My substantial knowledge of materials science (I studied Mechanical Engineering) tells me that any sheer stress cracks or impact-related damage would definitely result in multiple fractures in several directions (spiderweb cracks like we have all seen on iphones). I'm also sure that the chip was already there when I got the MBP and was not the result of any damage by myself. The location of the chip supports that argument (what are the astronomical chances of hitting the screen with a pointed object right at the very edge where it borders the rubber, instead of accidentally cracking it somewhere along the surface).

 

Have any of you been in a similar situation? Can anyone suggest what I can do to strengthen my case before I go visit the Apple Store?

MacBook Pro, Mac OS X (10.7.3)
  • Ralph Landry1 Level 7 Level 7 (28,815 points)
    Currently Being Moderated
    May 4, 2012 3:16 AM (in response to edaresek)

    It is entirely possible that the screen could have been chipped sometime between installation and arrival at your residence and not be your fault.  And cracks spontaneously spreading due to stress is not unusual in glass...had that happen to a windshield in a car.  The hard part is making the case with Apple...inspection should reveal any damage due to dropping, or the lack thereof.

     

    The hard spot at this point is the time you have had the MBP in a damaged state.  Noticing the chip shortly after receipt in October and now, May, wanting Apple to repair could create problems.  All you can do is contact Apple and get them involved and see if they will not handle this for you.  The longer you wait, the harder is to make your case.

     

    This is the first case of spontaneous crack propagation I can remember on these discussions, so you will have to rely on the Apple techs agreeing this MBP has not been dropped or damaged during your actions.  If you have documentation of your Apple reseller visit back in October that would surely help.

     

    Best of luck with this.

    Ralph

  • wjosten Level 10 Level 10 (91,420 points)
    Currently Being Moderated
    May 4, 2012 3:16 AM (in response to edaresek)

    The time to report a manufacturing defect is immediately when noticed...you don't wait, as it will not get better on it's own. As to what an Apple store will say now, make sure you document what the AASP told you.

  • MittWaffen Level 1 Level 1 (80 points)
    Currently Being Moderated
    May 4, 2012 3:18 AM (in response to edaresek)

    Apple makes enough profits that they should support your problem, quality control is never perfect.

     

    You seem to have a strong story to backup the screen issue, but if they know symptoms of screen glass breaks who know what they will do. Do you have an image of the problem before it expanded? Or documentation of your tech appointments?

     

    If you do i'd recommend sending it off with documentation for the issue but go into the apple store and plead your case

  • Shootist007 Level 6 Level 6 (16,640 points)
    Currently Being Moderated
    May 4, 2012 3:28 AM (in response to edaresek)

    Sorry for your problem but you may be SOL.

     

    You should of Returned it the day you found the defect. Lifeline? What about using the old computer you had/have before you bought this one? Or even a smartphone while this problem was taken care of.

  • Ralph Landry1 Level 7 Level 7 (28,815 points)
    Currently Being Moderated
    May 4, 2012 3:39 AM (in response to edaresek)

    You still need to get that MBP into Apple's system as soon as possible if there is any hope of resolution.

  • Ralph Landry1 Level 7 Level 7 (28,815 points)
    Currently Being Moderated
    May 4, 2012 3:43 AM (in response to edaresek)

    Post back your results, it will be interesting to hear how you fare with Apple on this.

  • FatMac\>MacPro Level 4 Level 4 (2,070 points)
    Currently Being Moderated
    May 4, 2012 6:55 AM (in response to edaresek)

    edaresek wrote:

     

    ...I visited a local Apple reseller the same day for an opinion. They agreed with me that it was a manufacturing defect and probably occurred in-factory when the screen was installed. The external casing in that area has no signs of impact/scratches and the rubber border is also intact.

    I was advised to send it back to Apple and I would have, but this laptop is my lifeline for both work and personal use and at the time I could not afford to be without it for two/three weeks. Based on that the staff at that reseller told me to wait until a) I had the time to send off the laptop or b) the chip grew into a crack...

    While the delay in trying to get the defect fixed isn't helping your case, I wonder if the "local Apple reseller" that initially inspected the Mac, confirmed the defect, and at least implied that delay in returning the Mac to Apple for resolution wouldn't sabotage that effort would be willing to go to bat for you in your dealings directly with Apple, or at least support your story and your timeline.

    Mac Pro, Mac OS X (10.6.8), 5,1 6-core 24 GB 5870 27" LED ACD
  • SnuffysPaw Level 1 Level 1 (30 points)
    Currently Being Moderated
    Jun 23, 2012 10:15 PM (in response to edaresek)

    My daughter has a MBP 13 in early 2011 that had a crack spontaneously appear in the display. She has had the laptop about 1 year. She has had the hard drive suddenly and completely die twice in the last 6 months. Apple replaced the hard drive the first time and the hard drive and logic board the second time. She has 2 friends with the same model that have had their hard drives dies also. Now the cracked display. This model must have come with a gremlin as a free and undocumented accessory. Hopefully, Apple will take care of this also.

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