First Update - rMBP 1 (LG)
A couple of pages back, I reported that my LG screen was fine, but it has now shown to be faulty with flickering and a very minor case of retention. Very dissapointed but went ahead to call 1800MYAPPLE. The rep tried to help me fix my problem with various methods such as resetting the PRAM and such. In any case, none worked, and the rep suggested for me to make an appointment with my nearest Apple Store, which I did. Unortunately, the Apple Store didn't provide an option to send me a replacement while I held on to the defective one. They gave me a choice of 2 options.
- Hand over the rMBP and have them purchase me a new one to have it shipped to my door.
- Spend another ~3k and wait to receive the new one before returning my defective one.
Neither of which I wanted to do. I cannot hand over the laptop and wait another week or two as a new one is built and shipped to me; I have work to do. I also don't have the kind of money to just purchase another expensive rMBP like that. So I called 1800MYAPPLE again, and after 2 transfers and being put on hold for a while (totaled up to be 41 mins) the Senior Advisor set up a replacement for me that will be built in priority, and shipped expidited once I ship my defective unit back. They said that once they confirm that it's on its way back to Apple, they will go ahead and send me a new replacement. I was told that this was as close as I can get to limiting the number of days I am without a machine. What other choice was there than to accept?
This morning, I checked my email, but was not able to find the label they were supposed to send me in order to ship my rMBP back to Apple, so I gave them another call, except this time, I called 1800APLCARE. During my call, I immediately provided the case # from my previous call and was immediately transfered to another Senior Advisor once the rep saw that a previous Senior helped me the day before. I told the Advisor what the problem was, and also requested for an "advanced replacement" (where I get to keep the defective unit until the replacement arrives). He put me on hold for a few minutes before transfering me to the online sales department, where someone was finally able to get an "advanced replacement" set up for me. He told me that the conditions of my rMBP were considered as "dead on arrival" and a replacement will be shipped out as soon as possible. He also mentioned that I wouldn't need to send my defective unit back until I received the new one and gave me his personal phone number in case I had any more concerns regarding my case. So now I play the waiting game, and hope my new model has no issues or defects.
If Apple refuses to do such a replacement for you, AND you are still under the 14-day return policy, then call 1800APLCARE and NOT 1800MYAPPLE. Apple Care will most likely get you a replacement in a manner that is most convenient for you or as close as possible. If you are past the 14-days, I suggest you request for one anyway, but you will most likely have to send your unit back before they send you a new one. I will update further once I receive my replacement.
Second Update - rMBP 2 (Samsung)
Alright, earlier this morning/afternoon I posted that my Samsung has no IR problems, and I want to tell you guys it is still doing well with no IR/ghosting whatsoever. I did however notice a "mura" or a small cluster of defective pixels. They were hard to see but once I restarted the computer it became visible almost immediately. There's nothing really wrong about them, it is just brighter on that single spot (about 2 millimeters in thickness).
I went ahead and called the sales rep who was able to get me a replacement the first time, but he didn't answer the phone. I left a detailed voicemail about my problem and about ~30 minutes later he called back sincerely apologizing for yet another defect on the rMBP. He then kindly set up another case for me and transfered my to a customer service rep and told me to give him a call back with my new case number if anything goes wrong.
I had to deal with the service rep's nonsense for a good 20 minutes before she transfered me to her Senior Advisor since she had no clue how to deal with a replacement for my replacement. The SA talked to me about my problem for a few minutes and was really understanding about the issue. I was given 2 options:
- I could either set up another replacement (~1-2 weeks to receive)
- Get the screen replaced overnight
Obviously I went to the replacement since I'm not comfortable with repairs on a brand new rMBP.
I also asked him about the screens being manufactured for the rMBPs and told him all about what's been going on in this thread, and how Samsung screens were performing much better than the LG ones. He was a little surprised that Apple used LG screens for the new models and he always thought that they were Samsung. He then assured me that Apple WILL get me a perfect rMBP with no defects no matter how many tries it takes them and also put in notes in my case to ensure that the new replacement will undergo stricter quality checks by people who run the diagnostics etc. The SA was also able to tell me that all the newly manufactured MBPs from this point on should all have Samsung displays (but don't hold that against me if it's untrue!).
Very impressed with the quality of service provided to me this time as I almost had to do nothing on my part and it was obvious the SA knew exactly what he was doing and how to handle the problem (unlike MANY others). I'm pretty bummed still, that my Samsung-display rMBP needs to be replaced and that school is starting soon. 😟
*edit*
There's also a much smaller thread going on about the "mura" bright spots too! Here's the link in case you have any and were wondering about them.https://discussions.apple.com/thread/4042189?tstart=0
Third Update - rMBP 3 (Samsung)
Okay guys it's been a week or so since I received my 2nd replacement (my 3rd unit) from Apple. All the replacements arrived in a brand new sealed box with everything inside, just as if I purchased it again. I am very happy to tell you guys that after a week of testing this unit, I can confirm for a fact that IR does not occur, nor are there any other screen-related issues. Apple did promise me a perfect rMBP and they finally delivered it. I'm not exactly happy that it took this much effort, but I am happy I got a non-defective laptop. Passing a little hope to you guys who are still awaiting for your replacements! But before I go, I would like to tell you guys that both times I asked for a replacement, they said that they needed me to send my defective rMBP back first. Both times I held onto the laptop until the new one came. Seems they ship the replacements out regardless if they get the original back first or not. Just make sure to actually send it back to them soon or else you'll be charged twice!
