Q: MacBook Pro Retina display burn-in?

It will be interesting to see what brand of screen these newly built replacements have.  Has anyone seen IR on a Samsung?  It seems that this is strictly an LG issue from what I've read.  If they're aware of the issue and are sending out newly built ones to replace defective ones, then it seems like we can assume that once all  the bad ones in the retail chain get sold, there won't be any more.  So this problem should eventually be a thing of the past.

My phone conversation was a long one. It probably took 45 minutes to an hour and involved a lot of transferring and repeating of my serial number .

I called the generic 1800-APL-CARE number first, explained that I was in the Apple Store and that I was having LG panel IR issues. They suggested the usual "repair disk permissions" and "reset the SMC" to try and fix it but that's not going to fix anything. Call was escalated to her supervisor, who offered me two choices:

1.) Let the Apple Store take in my rMBP and run test on it to send to their engineers and replace the screen

2.) Transfer me to Sales Support and set up a replacement rMBP.

Of course I chose option 2, as Apple can run tests on it in their own time when I send it back. He could not get through to Sale Support (something was "down" and couldn't transfer me) so he transferred me to CPU sales. I don't know what the difference is, but the wait time was probably 20 minutes while he tried to get through to someone.

The CPU Sales guy said he couldn't do anything, and that he would have to transfer me to tech support, which was where I started. I asked instead to be transferred to customer service, where a gentleman was finally able to offer some real assistance.

The Customer Service rep had read my case notes and had set up a return label and said I could expect a refund ~5 days after they received the rMBP. I told him I didn't want a refund, I just wanted an exchange, at which point he set that up instead and said I should ship my rMBP back as soon as possible. I asked him if I could hold onto it until the replacement arrived, and he said that would be fine. According to the updated web order page, I now have until August 16 to send the faulty rMBP back to Apple.

As frustrating as this situation is, I'm not really irate about it. I've never yelled or swore at any Apple Store employee or AppleCare/Customer Service Agent. Those folks already understand that people with rMBPs and faulty displays are upset, and taking out frustration on them doesn't help anyone. I've never had a bad experience with Apple Service and Support, be it in store or through the customer service people. I once had a 13" MBP swapped out for a newer model because of three botched repairs to the old one. In my experience, Apple seems to always come through in the end. It may just take longer than I'd initially like.

This is golden, thank you for the well constructed post. I will definitely refer back to this post if my screen is again faulty. or, LG because I strive for perfection.

Thank you again JMF!

You know what, I take back what I said about my "flawless LG display".

https://discussions.apple.com/message/19126939#19126939

After running Time Machine for the ML initial backup (which is currently bugged and took ~16 hours for my fresh install), I noticed the dock icons and the small TM progress window faintly across my test background.

It's not as bad as other people have it -- unless it gets progressively worse over time -- but I'm going to seriously regret it if I keep this and when it will be heavily used over the next few years.

Going to call in a replacement soon.

Thanks and you're welcome. Sorry I didn't include anything in my post about swearing off Apple products for life, switching to Windows, and how this never would have happened if Steve Jobs were still alive. .

Terranwolf wrote:

 

You know what, I take back what I said about my "flawless LG display".

https://discussions.apple.com/message/19126939#19126939

 

After running Time Machine for the ML initial backup (which is currently bugged and took ~16 hours for my fresh install), I noticed the dock icons and the small TM progress window faintly across my test background.

It's not as bad as other people have it -- unless it gets progressively worse over time -- but I'm going to seriously regret it if I keep this and when it will be heavily used over the next few years.

 

Going to call in a replacement soon.

I have said countless times to people that think they have a flawless LG display.

Trust me, LG displays have problems. Switch them out before they actually happen.

I am having this issue and was just on the phone with a senior advisor. He told me that they just met with engineers yesterday and was told that this is a problem that is pretty much affecting all Retina MBP and is to be expected and might be fixed in a future update. He told me that pretty much my only option was to lower the timer for the screen to go to sleep and select a screen saver that doesnt have static images.

dpweiland wrote:

 

I am having this issue and was just on the phone with a senior advisor. He told me that they just met with engineers yesterday and was told that this is a problem that is pretty much affecting all Retina MBP and is to be expected and might be fixed in a future update. He told me that pretty much my only option was to lower the timer for the screen to go to sleep and select a screen saver that doesnt have static images.

All?

I haven't seen anyone post with their Samsung displays having the issue.

YOU should have told him you better kiss our ... with all your engineers! What the heck kind of answer is that!

Btw I have Samsung and so far after 10 days no sign of IR. Go and get a replacement and let them deal with the freaking screen saver!

Well I just got off the phone a different AppleCare rep. He consulted his senior advisor which told him that it was an hardware issue and he went ahead and set up a repair for me.

Still waiting on my replacement, but i also havent seen anyone with a Samsung report the issue (my first rMBP was LG). If it is affecting all rMBP then it really is technology that shouldn't have come to market yet. I invested in it myself as a i do high end visual work. Editing, grading and retouching isn't possible with such bad IR - my first one had it all over the screen after just 2mins usage. One of the biggest selling points apple have for going retina is its application for the sort of work i do, so not going to be happy if its a limitation of the tech rather than just a QC problem. Replacement should be coming next week, hoping for a samsung screen so i don't have to go through this process again!

Yeah I have to agree. I have been following this thread pretty closely, and no one with a samsung screen has said they have image retention/presistence issues. I recieved my replacement yesterday with a samsung screen (thank God), and I'm happy to report no issues yet. My first order with an LG screen took 25 days from being ordered to my door. This replacement came in 6 days. If anybody with an LG screen is within their 14 day return window, I strongly suggest you take advantage of it.

Well I have a meeting today at that mac store to see the the technicians.  I guess they want to capure my unit for testing is what they said.  Not sure why when I am sure they have captured a ton already based on the forums posts.  Does or has anyone been given a new MBPR from the store?  I use this for work so I cannot wait days for a replacement due to their manufacturing defect.  Would not have been a issue if I did not just sell my 17 inch MBP.  Anyone had any luck with getting a macbook replaced at the store.  Keep in mind that I am over the 14 days.  I am just over 3 weeks.

If you have a stock rMBP config (no change in RAM, processor, or HD) and if the store has them in stock, I don't see why they couldn't just swap them out. It will likely depend on what you have, the return policy, and whether or not they have stock.

Mine is 30th week, LG screen, yesterday I noticed some IR and called apple and set up a genius bar appointment and they asked me to order a new one and once new one arrives return the old one. But today morning I called apple online store and had a conversation with apple care and apple sales people and after 36min later they ordered me a new one as a replacement device. So I m keeping my fingers crossed and hoping I ll receive the samsung screen. My configuration is 2.3/16/256.