Screen black

Question

Level 1

4 points

Screen black

Dear Apple Support Team,

I am writing to provide feedback regarding my MacBook Pro 13" (Serial Number: FVFZ41QYL411), which I purchased in February 2020. Recently, the screen has blacked out completely. After consulting with an authorized Apple service center, I was informed that the screen is defective and requires replacement.

I have always valued Apple products for their quality and longevity, which is why I chose the MacBook Pro. However, experiencing such a critical issue within a little over four years is highly disappointing. Given the reputation of Apple products, I believe this defect falls short of the expected quality and durability.

I have come across numerous comments and reviews highlighting similar issues with the MacBook Pro models featuring the Touch Bar. It appears that this particular model has been prone to various quality problems, which likely influenced Apple's decision to discontinue producing MacBook Pro models with the Touch Bar. This indicates a broader manufacturing issue with this product line.

Additionally, I have spoken to your customer support team, and unfortunately, some senior advisors treated me rudely, as if I were begging for assistance. This is disheartening, especially for an average-income individual like myself. Buying a MacBook was a dream come true for me, and I could not afford AppleCare at the time due to the global COVID-19 lockdown and being jobless.

While your team repeatedly insisted that I have no warranty, I want to emphasize that I agree with that fact. However, I must point out that I bought an Acer laptop for $500 SGD over eight years ago, and it still works perfectly. In contrast, my MacBook Pro, which cost $1735, has failed in under five years. I do not play games on it, and I have always cared for it meticulously, treating it like a baby. Despite this, it has failed.

I have also influenced many people to purchase Apple products over the last six years. Given these circumstances, I kindly request that Apple consider one of the following resolutions to restore my confidence in your brand:

1. Repair the screen at no cost to me.

2. Cover the repair costs entirely.

3. Share the repair costs partially to alleviate the financial burden.

Your prompt and valuable response to this matter would be greatly appreciated. I hope for a resolution that reflects Apple's commitment to customer satisfaction and product excellence.

Thank you for your understanding and support.

Model: MacBook Pro 13"

Year of Purchase: February 2020

Posted on Jun 29, 2024 8:45 AM

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Answer 1

Jun 29, 2024 8:12 PM in response to sowyasasin

Apple is not here on this forum. We are just other regular users such as yourself who volunteer our own personal time to assist people. If you want Apple to hear your complaints, then you will need to contact Apple corporate:

Contact - How to Contact Us - Apple

The Apple of today is not the same as from even ten years ago. Some things have improved, but other things have declined in my opinion. Apple caters to a particular type of user & is making their computers more & more like an iPad, but without a touchscreen. I know I am not Apple's target demographic and in fact no longer recommend their computers to friends or family.

FYI, please do not post your system serial number online since it is considered personal information. Some unscrupulous person may use it for nefarious purposes including possibly identifying you. If you click the Apple menu and select "About This Mac" to get the exact model of your Mac, or you can enter the system serial number on the check coverage page here:

Check Your Service and Support Coverage - Apple Support

Your laptop appears to be a MacBook Pro 13" (2019) model according to the serial number posted. I will ask the forum moderators to remove the system serial number for you.

I can certainly understand your frustration & disappointment with the situation. The 2016-2020 USB-C Macs are known to have a lot of design & manufacturing issues which is unfortunate. I'm still trying to evaluate whether the M-series Macs have improved things over the Intel USB-C Macs. I think the M-series hardware is a bit better, but they are definitely much harder to troubleshoot when something goes wrong.

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