I have a story to add to this quite lengthy thread. I bought my rMBP in the beginning of October at MicroCenter in St Luis Park, MN. I have been nothing but happy with the computer, as it has been the best computer I have owned...including a great many Apple laptops. I occasionally surf around the threads trying to help people with problems when I can, or when I am bored, so I was well aware of this issue, and considered myself lucky that despite having an LG equipped machine, I did not have any issues with the IR so many others have had. That is, until Christmas day.
I noticed after minimizing my Chrome window that I had open for awhile, that there appeared to be a line on the left side of the screen. At first I thought it was a line of pixels on the display, but then I changed the background to a light, solid color, and realized it was the remnants of my browser window. It was so prominent that I could read the text from the window that I had minimized. I immediately remembered this thread and began reading it again. What happens next in this is something that has NEVER happened to me in all my years of having thousands upon thousands of dollars of Apple products.
After realizing that I was facing this IR problem in this thread, I set up an appointment for the Genius Bar at the Mall of America. The next day I arrived and shortly after was greeted by the Genius. I explained the issue. He gave no indication that he was familiar with the issue, and proceeded to run standard tests. Once those passed, he ran the IR/Burn In test that it seems Apple has created SPECIFICALLY for this issue. Most everyone here already knows, the test is garbage, and seems to be used as a way to persuade customers to NOT demand that their machines be fixed. Needless to say, my computer "passed" the test, and therefore, nothing could be done. Uhhhhh, excuse me? I asked if I could show him on my desktop, since the IR problem only takes a few mins to recreate, and he said it didnt matter, because if it passed THEIR test, then they couldnt do anything about it. I explained that this was unacceptable for a machine that is being marketed and sold as having an amazing display, and this problem, is most certainly making it anything BUT amazing. Then he gave me the line that the IPS display commonly has this characteristic and should be expected. I rebutted with the fact that if it was indeed the case that this was a characteristic of the technology, then it should have been present when I took the computer out of the box, NOT just showing up two months later. He said he would get a manager and see if there was anything they could do.
The manager showed up a few mins later, and after explaining to her...I get the exact same run around... Except she added that...Well, you have a full year warranty, and if it gets worse, you can keep bringing it back and we can keep testing it...Until it fails the test, there is nothing we can do... I was absolutely dumbstruck. In ALL the years of having Apple products, I have never felt so dissatisfied with a service issue. I honestly felt like I was in the Windows Store across the hall from the Apple Store in the MoA. I was angry. I did not show it much, but I told the manager that I was EXTREMELY unhappy, and that this response was unacceptable. I packed my computer up and left.
When I arrived home, I setup an AppleCare support ticket and called the next day. In addition, I sent an email to Tim Cook, explaining all of what had transpired, and how dissatisfied I was. When I made my call the AppleCare, I explained my situation to the tech and AGAIN, I was given the same lines of BS that the previous two people had already told me at the Apple Store. I asked for a supervisor. I went through very similar circumstances with the supervisor, and emailed her pictures of my problems that I had taken. She saw the issue, but insisted on trying to troubleshoot the problem with me, emailing me back the Apple page on preventing IP on displays. I was quite clear that I wanted to have the LCD replaced, and that I wanted to see if I could specifically choose the SAMSUNG panel as the replacement part. I gave her the part number for the part, and when she looked up replacements for my LCD, she said that the 661-7171 part was the ONLY part listed as the replacement. She said she was going to do some research and find out if my local store had the part in stock....blah blah blah... and that she would be calling me back before she left for the day.
Several hours later, I got a call from the store manager of the Apple Store at MoA. He listened to my story yet again...and yet again, repeated the same song and dance about the IPS having IP...and if it doesnt fail the test they cant replace it... I again told him the only way to make me happy was to replace the display. He finally agreed, remarking that they were making a ONE TIME EXCEPTION and replacing my screen... He transferred me to a Genius Administrator, who told me to bring my computer in, the part was in stock, and that they would get it fixed in 24-48 hours. I dropped it off Thursday night, and at 1pm Friday, they called and said it was done. I indeed got the Samsung display, and everything seems to be perfectly functioning.
HERE are my issues and thoughts on this process.
First, the "test" that they run for IR, at least in my case, is complete BS. The checkerboard pattern is left on the display for 4 mins, then the screen goes to a black screen...and theres no retention... OF COURSE not, its a black screen, you arent going to see retention of dark elements on a dark background. ALSO, I dont use a black background to begin with, so your using THAT as a standard is completely IRRELLEVANT. I use a picture for my background....and it the IR is CLEARLY visible in THAT situation...the situation in which I actually USE my computer. Not letting a customer showing you WHAT the problem is in the manner in which they normally use a computer is utter and complete NONSENSE.
Second, all of the people I talked to CLEARLY know that this is an issue. They ALL gave the same song and dance about the IPS display having this typical characteristic. Well, I have had 4 iPhones, and I know for certain the last 3 I have had have IPS screens, the 2 iPads I have, also have IPS screens, and NONE of those exhibit the issue. Also, it seems to be obvious that the SAMSUNG panels arent having the issue, especially if Apple is ONLY replacing the panels with the SAMSUNG specific part. This would seem to indicate that they know that the LG panels have issues with IR.
Last...I got the problem fixed. But it was far more difficult than it should have been. I have been selling people on Apple products and SERVICE for years. I have gotten people to switch from Windows to Macs BECAUSE the service is so much better... This was a terrible example of how NOT to treat a customer. I have NEVER had this much trouble with an Apple product in my life. I hope nobody has to deal with a warrantied product in this way again. This should be clear- This computer is being marketed and sold as having an amazing, revolutionary display technology. If the customer is not getting said amazing, and revolutionary experience, you shouldnt make them jump through hoops to get the problem fixed. The service is ONE of the reasons that people pay a premium for Apple products. Not only do we expect BETTER products, but we expect to be taken care of if our iStuff has issues. Like I said, overall, I DID get taken care of... It just shouldnt have been so difficult to have gotten to that point. Dont give up, be persistent, and you will get the problems solved...hopefully with a SAMSUNG screen...