Warranty coverage for cracked screen

Question

Warranty coverage for cracked screen

I have a large crack originating approximately 2/3 of the way up the screen and just a centimeter from the the left edge. The crack goes from this spot to nearly the bottom right corner in a waving fashion.

When the crack initially appeared, it was hardly noticeable and there was no discoloration associated with it (Black spots are beginning to appear along the crak after a few days.) I only noticed it when the screen shook lightly (the area to either side would slightly discolor.) When you feel the screen, there is no physical damage (you can't feel the crack on the surface. Additionally, there is no damage to the external surface of the case.

I have no clue how this crack happened; the laptop was never dropped and the screen was never hit. Does this sound like it could be a stress fracture or something else that would be covered under warranty (its less than a year old -- 4 months old actually)? My other question is will the crack continue to get worse and make the laptop unusable (right now its simply annoying)? Thanks for your input and sorry for the long post.

MacBook 13", Mac OS X (10.4.11)

Posted on Nov 28, 2007 7:16 AM

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Answer 1

Nov 28, 2007 7:21 AM in response to Derrick_Character

Good morning,

Screen Damage, intentional, accidental, or flaws in the construction are VERY subjective to the person you speak to at Apple.

The location you are describing does sound a bit like a stress fracture, however, the ultimate call will be up to the person you speak to. I'd highly recommend dropping in to your [Local Apple Retail Store's Genius Bar|http://www.apple.com/retail] and speaking with an Apple Genius about the problem, bring the system and show it to them, don't offer too much information about it or make suggestions, be polite and treat the Genius with respect...

Those are your best bets, its a total crapshoot if they will fix it under warranty or not.

Hope this helps! 

David

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Answer 2

Nov 28, 2007 7:42 AM in response to David in AZ

Thanks, that does help.

I took it to the apple store in louisville (just recently opened) and the guy i talked to (retail employee, didn't actually work at the genius bar) didn't seem to think apple would cover it. This seemed odd to me considering the circustances and the fact that there doesn't appear to be any physical damage to the computer, other than the crack which isn't actually on the surface of the screen.

Based on your input, I will try taking it to another apple store (I'm living in NYC at the moment). Is it up to the employee at the genius bar whether or not it will be covered? I'd rather have to end up paying a downpayment or service charge and go without my laptop for a period of time only to find out apple will be charging me an exorbetant fee to solve the issue, in which case I will tell them give me back my computer so I can fix it myself.

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Answer 3

Nov 28, 2007 7:48 AM in response to Derrick_Character

Ultimately yes, it's up to the Genius who will be the servicing tech. They will look at it and give you an idea of the cost of the repair, without charge. This is a service to all Apple Owners.

However, if they won't warranty it then expect an estimate that will stop your heart from beating. 😉 In the event of that, yes, they will return the computer to you (it is your property) and let you do whatever you want with it, some people have used 3rd party screen replacement services for less than Apple's quote, however I have no opinion or experience with them.

Good luck! 

David

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Answer 4

Nov 28, 2007 7:59 AM in response to David in AZ

At the Apple Store in Louisville, I was given the impression that they would ship it off to apple and the decision whether or not to cover it under warranty would be assessed at that point. Is this not correct or only true for certain stores that don't have full tech capabilities?

Aside from the obvious cosmetic annoyance, is a cracked screen something that I can live with for a period of time (more than likely until Apple releases a new MacBook or signifacantly lowers the price on the MacBook Pro) or will the crack get progressively worse making the screen untimately unusable?

Thanks again for your help and timely responses.

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Answer 5

Nov 28, 2007 8:07 AM in response to Derrick_Character

Given the nature of the screen flex even in everyday use, it will most likely get worse.

They should not have to send the machine off to be diagnosed, it should be performed at the Genius Bar in the store itself, actual repair may need to be sent off to the Apple Service Center for your Region if they do not have the part in stock.

Sadly given that Apple just released a new MacBook, and a price drop on the Pro just isn't going to happen, you might be in for a long wait...would be worth finding out one way or another if the screen is covered so you can make a better decision. 🙂 

David

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Answer 6

Nov 28, 2007 8:28 AM in response to David in AZ

Thanks, I'll considered this beast resolved, at least from your end. I will taking the laptop to the genius bar at the Apple Store on 5th Ave later this week. Hopefully, their assesment will be different than the Apple Store in Louisville. Thanks Again for you input.

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Answer 7

Nov 28, 2007 8:29 AM in response to Derrick_Character

My pleasure, good luck! 🙂 

David

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Answer 8

Nov 28, 2007 8:34 AM in response to David in AZ

If the annoyance gets to be too much, repairs via MacService are significantly cheaper than the one offered by Apple ($500+ for the new display and $100+ for labour and applicable taxes). Though third party clients can be risky, just a suggestion of course. 😉

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