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macbook air cracked screen

I am so frustrated. I have been an Apple customer for ages. Ths is my 5th Apple laptop. I was reluctant to purchase the MacBook Air because it looked too flimsey. I and only I use this computer. I shut it down and when I went back to it, I noticed a crack in the lower left hand side. I did absolutely NOTHING to it nor do I use pens/pencils or any other objects when I use it. Apple refused to cover this. I have only had it for a few months. I am very disappointed in this computer and Apple. I feel this computer is defected. Anyone else have this problem?

MacBook Air, iOS 5.0.1

Posted on May 9, 2012 4:08 PM

Reply
106 replies

Mar 13, 2017 12:54 AM in response to LDBurton

In January my macbook pro finally would not take a charge anymore, after buying a new cord. I ordered a new Macbook pro from Apple, refurbiished. It arrive DOA with a question mark. I took it to the Apple store and somehow I ended up with a an AIR. 2 weeks later I am typing away and it was like a bullet hit the lower right screen and eventually took over the whole screen. I bought extended warrenty, I always do. Not covered. I had to pay $500 to fix it. I am very sure I did not cause this as this laptop in mostly on my desk, AKA bed! This has been very upsetting to say the least. I have been with apple since 1985, what is going on with this company??? What can you do??

May 9, 2012 4:28 PM in response to LDBurton

If you look in here you'll see reports of cracked screens, but I suspect that's simply an issue with these ultrathin computers. There's not as much to support and protect the screen as there is in a MacBook Pro, which in some ways may be the extreme on the other end for laptops (unibody aluminum of that thickness). And I don't know of any computer manufacturer that won't react instantly to a cracked screen as being noncovered damage under a standard warranty.


I know when I pack up the Air I'm much more conscious of not letting things rest against the device. I pack the power supply in a separate compartment of my bag and keep the Air in its own protective sleeve.

May 9, 2012 4:33 PM in response to ezollars

I am extremely careful also. This is why I feel strongly that the MacBook Air screens are not stable and therefore defective. For all the profit Apple has made I was disappointed that they did not look into this more closely. The tech said I must have closed it on a pen! I mean, seriously? I hate being dismissed when I know it was nothing of my doing. Especially when it costs nearly $800 to fix.

May 10, 2012 5:12 AM in response to LDBurton

You should give Apple a call and ask to speak with Customer Relations (they're not the same group that answers the support line). Understand when talking to them that the first line of thought for a broken screen is always going to be that the user did something to break it. If you lent your friend your computer and you got it back with a broken screen, the first thing you would think is that they did something... even trying to convince you otherwise, it'd be hard for you to believe that it just "happened". Just keep that in mind when talking to them. They are aware that some displays will break due to manufacturing defects. I would note that the displays are really not that fragile. I'm not remotely careful with my air (and I have a bunch of cats... some very "big" that regularly use it as a stepping stool to get up to my window). It's unfortunate when something like this happens, but I expect you will be able to get them to take care of this for you.

May 19, 2012 8:38 PM in response to LDBurton

I'm seeing the same problem on my Summer 2011 13" Macbook Air. I opened it up one day and there was a small 1" crack in the screen. Over the past few weeks it has been growing and I've been hesitant to bring it into the Apple Store since I'm certain they won't believe that it happened on it's own. I work in IT and am very careful with my Macbook and am certain that no excess pressure was applied to it. Looking at the outside of it, there's no physical damage whatsoever and I always transport it in a nice laptop case in it's own compartment. Let me know if you have any luck in getting Apple to repair it under warranty. I did also purchase the 3-year Apple Care warranty when I purchased it so maybe that will help me?

Jul 31, 2012 9:58 AM in response to LDBurton

The same exact thing happened to my 6 month old mid 2011 13" macbook air, I had my air on my desk lid closed... went to move it to the other room and when I opened the laptop there was a crack about an inch long. I honestly would own up if I dropped it etc. Needless to say I'm not to happy about the product at this point... over $400 to fix after I just spet close to $2000 less than six months ago (including Apple Care).

Jul 31, 2012 4:48 PM in response to mjlp716

You need to call 1 800 MY APPLE and tell them. The last rep I talked to said that if they get enough complaints about this they may look into it and cover the cost. Till then, they will assume we did something to make the screen crack and I swear...I did NOTHING but open it. Please call and report it. Thanks and good luck. Keep me posted.

Aug 10, 2012 4:36 AM in response to LDBurton

I have the same issue. Closed the Macbook Air, opened it about an hour later and a tiny crack appeared underneath the screen. At first I thought it was a speck of dust, but it wasn't. The crack keeps groing by itself. Apple's support has been terrible, as every single reply has doubted my version of the story. They've said something might have gotten caught underneath the screen when I closed it, something might have dropped on it, or that I've opened the Air by one of its corners.


Even more interestingly, they indicate it is very hard to tell what happened by the photos (mailed by Applecare to engineers), yet do not ask for the screen to be send after repair to judge for themselves.


I do have an insurance, but hate to use it as this is not a case of maltreatment or an accident. And Apple, please tell me why I would even try to claim guarantee if I am insured?


Conclusion, very bad customer service.

Sep 9, 2012 12:31 PM in response to Irmo

I agree! My MacBook Air wasn't opened for a week, and when I opened it it had a small hairlike crack in the screen also. It had not been touched, dropped, or had anything dropped on it. I have purchased Mac's in the past for all my kids, who had finally talked me into converting from a Dell. I have had this MacBook Air for about 9 months and have been very pleased, up until now. I have to say that I NEVER had any issues with Dell customer service, other than long wait time on the phone, but Apple has been very disappointing in not standing behing their product.

Sep 9, 2012 6:06 PM in response to Irmo

Did you call Apple Care to report it? 1 800 MY APPLE? The rep I spoke to said that if they get enough complaints...they may consider covering it. I personally feel that these computers are defective...and with the millions in profits Apple is getting...you think they would stand behind this problem.

Sep 19, 2012 5:28 PM in response to LDBurton

I too have had the mystery crack appear. My MacBook Air is just under a year old. I opened it about 3 weeks ago and noticed a crack all of a sudden. It hadn't been dropped so I have been trying to figure out why it happened. I'll try the Apple Store and support number but don't expect much help from what I'm reading here. I'm totally disappointed and ready to turn to the dark side (a non-Apple product) after this.


Now about 3 weeks after the crack appeared vertical blue pixels are appearing along the crack lines.

macbook air cracked screen

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