Q: MacBook Pro Retina display burn-in?

 

Michael Amador wrote:

 

Guys, I found this on Apple Support. It seems that Apple does have a 'special note' for such problem. - http://support.apple.com/kb/HT5455

 

Perhaps this is the reason why Apple is not bothered to reply here, which is poor customer service on their part unfortunately as well.

 

[...]

 

What do you think?

 

I know that document has been updated as recently as three days ago. It was likely updated prior to that. But none of that is relevant.

What is relevant is whether that document existed prior to consumers being able to order the rMBP. If not, it means nothing. One cannot change the goal posts in the middle of the game. You cannot make a product available and when people (regardless of how few) start complaining about a facet of it, release a document that says their complaint is invalid because of such-and-such.

This information needed to be readily available before an order was made so consumers could do the proper research and make an educated decision to purchase the rMBP (or not). As JMike50 also stated, it becomes further irrelevant when viewed in the light that there are actually rMBP models being manufactored that do not at all exhibit the IR issue.

N.B. I understand you're only bringing this up to help us understand Apple's position, and that you may not agree with said position.

Edit: And another thing, that article clearly states that "On an IPS display, when an image such as a login window is left on screen for a long period of time" [emphasis mine]. I really do not think even 10-minutes constitutes a "long period of time". If it does, why does the screen saver default to 20 minutes and display sleep defaults to 10-minutes in Mountain Lion? By the logic of the support article (and I quote, "[Display sleep and screen saver] features are on by default in Mac OS X"), it would seem that 9-minutes and 59-seconds is not a long period of time--yet I experience IR within that timeframe. Oh wait... Let me get the rest of that previously quoted sentence, "but you can adjust the settings as needed." Right, so what is that, then? Two minutes? One minute? Thirty seconds?

Message was edited by: Dave Z

I see two KBs:

http://support.apple.com/kb/HT2807    (Avoiding image persistence on Apple LCD Displays) (seems to have been there awhile)

and the newer one mentioned above:

http://support.apple.com/kb/HT5455    (Avoiding image persistence on Apple Displays)

Not sure why they didn't just update the first one since they seem to be trying to solve the same problem.

Either way, I don't think many will like their response.

RoverTX wrote:

 

What I learned today:

 

Also they just realsed an internal test for it, and it has to be pretty far along to fail. I brought my second replacement screen in pretty fast it had IR after sitting with a browser screen on for 2 hours, just a little bit, but enough for the Genius behind the bar to see it and agree it shouldn't be doing it and would only likely get worse, but it passed their internal test, though they are still replacing the screen. Which means now you have to basicly wait for it to degrade pretty far before they will replace the screen.

 

 

hmm...is it just me???

Yes, the old article is still in place and only iMac is listed as affected product.

The new article includes rMBP and iMac.

Seems like we got an "answer" guys, it's expected behavior or some other nonsense. Most advanced display my ...

No explanation why Samsungs don't have this awesome feature.

Apple Geniuses in Costa Mesa, CA decided that my rMBP could be repaired so they ordered a part and sent it off to a repair center. They said 3-5 business days, but it's ending up costing me 3 weeks. I say costing because like many of you my work is on my laptop. What I was disappointed in most was that they overestimated their ability to service the machine and to manage my expectations.

I had Apple Geniuses confirm image retention on September 7th. They ordered a new display and determined they could get it in a few days. It came in on September 11. Expectations met.

On September 11, I made an appointment on my lunch break and ended up waiting close to 30 minutes (half my lunch) just to check in the machine in the middle of the day. Expectations met. I was on time, they were not.

On September 14, I received a call but they never left a message. I call back and get routed to the corporate Apple support and then back to the call center. When they failed to leave a message, what they wanted to say was that apparently the logic board is the problem for the display's image rentention issue. I was suspiciously puzzled, but nonetheless they said they would replace the logic board and get back to me by Sunday morning. I expected something reasonable like leaving a voicemail, especially when the original estimate was 3-5 days. Expectations not met.

September 16, I received another call and was told that the rMBP had failed to power on after being "repaired." Again, I was extremely puzzled. I went along and they said they would order a new machine for me, however it would be 2 weeks and that they would attempt to get it in sooner. They asked me if I backed up my data, which I did of course, and then proceeded to verify my specifications. This was extremely disappointing. I expected my machine to be fixed. It had worked perfectly before and a display retention issue usually is usually a defective panel.

Being that there's over 3000 entries about this issue, I would have expected them to order a new machine in the first place. I understand they made an attempt, but at what cost? I am going to speak with the store manager tomorrow.

I think that is unlikely. In my experience Apple customer service are normally quite reasonable - and there are few people who have received any irrational denile of a problem.

I think for minor IR issues you may be referred to that support page - but for issues severe enough to affect your work, your warranty and consumer rights still apply.

Just received my 2nd machine and it still has the IR problem (LG panel again) unfortuntely. No idea what to do about it because I really want the machine.

No sooner would Safari sit open, I swap to something else and can still see Safari... very disapponting.

Just returned it dont listen to people saying you will not get one with a samsung screen.

My 1st and only replacement Bam LSN coded samsung display.

Not all LG displays have IR, i only returned my one as it has cosmetic issues the LG display was brilliant but i prefer the samsung's contrast and brightness even though it decreases the battery under full brigthness faster than the LG.

A little update:
My 4th replacement just shipped out, let's see what screen will be in it - week 37 (according to appleserialnumberinfo) - anyone had some experience already with that batch?

Anyway, I also had a separate 'case investigation' in the Apple Technical Support. A very nice lady was taking care of my case and forwarded it to the "engineers" who were supposed to investigate the issue and find some decent solution. It's probably no surprise to anybody, that the engineers suggested screen saver + other tips from famous KB.

The nice lady tried her best to figure out how to get me a Samsung screen, digged up in a few departments, but in the end the conclusion was that it's a lottery and she suggested going to a retail store, unpacking the boxes and test in on spot

Anyway all signs suggest that we have to give up on hoping that apple will make any official recall/acknowledge the problem. The newest IR Retina KB suggests that it's just a feature and we have to live with it or get rid of machine. However there is some hope that in some weeks/months they will finally run out of the faulty LG's and the new screens will all be problem-free.

Update:

I went to KOP and described my situation and that I wasn't the only one w/ this problem.  Also, before talking to the genius, I tested a display unit which happened to have the App Store update box in the upper right corner, not sure how long it was up.  As soon as I changed that screen to a dark grey background, the retained image was as clear as day and the system pref box that had just been opened even left a decent ghost image. 

The genius tried to replicate the issue w/ my computer, but we didn't give it running time so I don't believe the computer or conditions had reached "optimal" temp.  I was able to show him some pictures from my phone and he was really surprised.  Took it to the back to run some tests and about 10 minutes later he came back and said it passed the test but that they would be replacing the screen for me.  Since I don't live in the area though, I had to set up an appointment at the Park City Apple store and they are ordering me a replacement screen.  I mentioned that I would like to have a Samsung screen installed (knowing it would be a longshot), but the genius said that they wouldn't be able to request one or the other.  If it comes back with a LG screen (most likely), then I will probably call Apple Care to have the unit returned for a refund.

Dear All,

Is this considered worse? or is this "in between specs"? I don't know what to do. In every way this laptop is amazing. Just the screen. See my images. First image is working 5 minutes on my design. Second image is switiching to a greay array. The first 6 days this IR wasn't there at all. I am just affraid it get's worse. I still have 7 days left of my 14 days return period. Should I send it back and again ask for a replacement?

Retina MAC wrote:

 

Not all LG displays have IR

Incorrect -- ALL LGs have IR!!!!

Read the KB -- come on man, it is an IPS display --> http://support.apple.com/kb/HT5455

AGAIN ALL LG AH-IPS DISPLAYS WILL EXHIBIT IR -- DO NOT BUY THIS MACHINE IF YOU DO NOT WANT TO DEAL WITH IT

@Sound Evolution

I'd get it replaced if i was you. As far I know, no one who posted on this forum has seen the IR disappear by itself, only get worse. As you mentioned, your still in the 14 day period, go for it. And if at all possible, ask them for a Sammy screen on the replacement..

agree, but Apple please define "long period of time" Is that 24hrs, or 5 mins, like most of us are having.. I mean, otherwise the knowledge base article is completely useless...

Also, On the upper right corner I have a very redish glow. Always visible on black backgrounds. Does anyone else have that?