I picked up my rMBP from the Apple Store this weekend.
Long-Story-Short
My rMBP failed Apple’s IR test. They created a repair order with part 661-7171. I received my unit back with a Samsung display (ioreg in the Terminal reports a model starting with LSN). The Samsung screen is a pinch warmer than the LG (i.e. a bit more yellow) but even at its native white point the whites are definitely white. Viewing angles are clearly more limited than the LG, but that’s more than fine for me since I’m the only one viewing the screen in most situations these days. No IR is visible in the limited tests I did.
Short-Story-Long
I have been following the IR issue since the rMBPs became available. Even though I ordered mine on day one, I received it about 2-3 weeks later (the Canadian online Apple Store stayed offline for hours after others came back). I immediately checked for IR but didn't observe any.
After several weeks I started to notice some IR when I would switch from windows like iTunes to solid backgrounds. I called Apple’s phone support and the representative told me this was a known issue and I could: 1) take it to an Apple Authorized Service Provider; 2) have him make a Genius Bar appointment; 3) have him arrange to send me a box so the LCD panel could be replaced at a repair depot. I responded by letting him know I would make a Genius Bar appointment when I was able to be without the computer.
I made a Genius Bar appointment for the following weekend. As the week progressed and I researched more online (especially in this discussion forum) I started reading about instances where people were being turned away because IR was “normal.” I was starting to get a bit upset because I didn’t want to drive 90-minutes (roundtrip) to be told nothing would happen. I wrote a very polite e-mail to Tim Cook’s office explaining what I had read online and observed with my computer. I ended up cancelling my Genius Bar appointment because I didn’t want to invest the drive without knowing the outcome.
A few days later I received a called from an individual in Executive Relations (ER) who was responding to my e-mail to Tim Cook. I explained my situation and expressed concern over the repair options. The ER rep. assured me that the issue would be corrected and encouraged me to take the unit to an Apple Store for review. She made an appointment on my behalf at a store and I brought it.
The Genius Rep. did the test and stated he could see some IR and would arrange for a replacement. I asked whether I would be receiving an LG or Samsung. He stated there was only one part number and that both LG and Samsung panels arrive when using it (not sure I believe him). I explained I’d rather have a Samsung since they do not exhibit the IR issue. He said he has seen both panels exhibit the issue (again, not sure I believe him). I responded by saying that Samsung uses PLS displays which are not prone to IR. He restated his previous point of having witnessed both. When asked if I wanted to leave the laptop there while the part was ordered or bring it in once the part arrived I said I would leave the computer since I would be travelling for the next week and wouldn’t be able to bring it in.
Seven days went by. There was NOTHING from Apple and no change to my repair status on their web site. I called 7 days (+ 30 minutes) from when I left the Apple Store the previous week. An Apple concierge answered the phone at their store and after placing me on hold to check my repair status, returned to tell me exactly what I already knew, “[The] repair was in progress.” I said I wanted more information than that and he replied by giving me what he claimed is their definition of “7 days.” I cut him off and stated outright that I did not want a canned answer and that I wanted to know about my machine. He acknowledged what I said, and began continuing his diatribe of how the repair process works. I, again, cut him off and explained I did not want canned answers and I wanted to know the status of my machine specifically. After a few more minutes on hold I was put through to someone who identified their position as a “Genius Administrator.” She explained that my computer was scheduled for service that day and would be ready for pick up about 15-minutes before the store closed. I thanked her, explained that that is all I wanted to know and that I would be there the next day to pick it up.
The next day I went to the store and waited patiently by the Genius Bar for 10-15 minutes for someone to approach me. I had 5-7 employees walk past me (some even saying, “Excuse me,” (I was standing right where they enter/leave the back room--deliberate move to attract attention)) yet was mostly ignored for the first 10-15 minutes.
After the employee retrieved my laptop, he basically wanted me to sign the release papers and send me on my way. To which I promptly explained that I would be thoroughly checking the machine since previous “repairs” have resulted in more damage (true story, every single repair up till that point had resulted in something else being broken). I spent about 30 minutes reviewing the display. First I checked the model, it was a Samsung, then I checked colour temperature (though it was pretty obvious there was no overly yellow tint--though it is definitely a tiny bit warmer than the LG), then I checked for dead pixels with solid red, green and blue backgrounds; as well as solid white, black and grey for other anomalies. Everything looked fine. Physically the computer looked fine as well, though after I got it home I noticed a very small scratch/chip in the bottom corner by one of the screws. I missed that when initially examining it.
After bringing the computer home I put it through its paces and it seems to operate fine. Though other “repairs” have resulted in damage that took more than a day to manifest. The ER rep. followed up with me and I explained that other than the small chip in the bottom corner I was fine with how things went. She was glad everything worked out and told me if I had any more difficulties I could contact her directly.
From having worked with companies like Apple (i.e. large, technology companies) and from watching things unfold on this forum, it is my opinion that Apple has issued a limited, silent recall for LG displays. This explains the sudden shift to a single part number that in all but one (according to posts on this forum) case results in a Samsung display. Some people are being denied service but the IR test, while lame, is there to gauge worse-case scenarios. The people making the most noise or with the worst issues are being afforded service opportunities.
mittense
Level 1
(1 points)
aut0maticdan
