How to resolve random scratches on MacBook Pro M4 and unsatisfactory customer service experience?

Question

How to resolve random scratches on MacBook Pro M4 and unsatisfactory customer service experience?

I'm formally resubmitting my complaint regarding my MacBook Pro and how Apple has handled my case. Since my initial complaint, I've tried resolving this through Apple Support and an in-store Apple visit, but the outcome has only increased my frustration with both customer service and product support.

I purchased this MacBook Pro for over $2,000 less than six months ago. It has been carefully maintained, never dropped, and never mishandled. Despite this, a screen crack developed unexpectedly. Based on how carefully it has been treated, I do not believe this damage was caused by misuse or accidental damage.

After multiple conversations with Apple representatives including Samuel, Senior Representative Isaiah, and Aldo (the in-person Orland Mall representative), as well as an in-person visit at Orland Mall where we spoke with Nina, the in-person specialist, Apple has continued to refuse to repair the device without charge. This experience has left me feeling that Apple does not fully stand behind the quality of its products, even when issues arise with relatively new devices.

In several conversations, when Apple representatives were unable or unwilling to answer difficult questions or hear my concerns, the call was ended abruptly. Even when I allowed them to speak, I was not given the same opportunity, and I felt dismissed rather than heard.

At this point, it is clear to me that Apple does not stand behind its products in the way a premium brand should. Because of this experience, I can no longer support Apple or confidently recommend their products to others.

I've been an Apple customer for over 11 years and have invested thousands into Apple products. Unfortunately, this experience has significantly impacted my trust in the brand, and I am sharing this so others are aware.

[Re-Titled by Moderator]

Original Title: Has anyone else experienced random scratches appearing on their MacBook Pro M4 out of nowhere? Also, how has the customer service been for you? Here was my experience.

MacBook Pro 14″, macOS 26.1

Posted on May 11, 2026 8:48 AM

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Answer 1

May 11, 2026 9:20 AM in response to AngelaHenderson

Which is it, random scratches according to your title or a cracked screen? Random scratches are cosmetic and not covered by any warranty, so it would be expected for warranty repair to be refused.

A screen crack on a laptop with a defined point where the crack occurred is from debris on the keyboard that cracked the screen when the lid was closed on a laptop. That is accidental damage.

We don't know what Apple told you when you visited the Apple Store in Orlando, but there was apparently a reason for them to believe it was not due to a manufacturing defect where it would be covered under the limited Apple Care warranty. A purchase of AppleCare+ does include accidental damage and if you had that plan it would be covered. Personally for a $2,000 device, I would have recommended the small price to pay for that additional protection.

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