Went to the Apple Store and they said the program ended in July 2012.

Got a call back from a depot representative on why they detected an "Unqualified monitor" in my macbook pro.

It had failed an initial firmware test and when they took a closer look at it, noticed it had a monitor that appeared on later spec model MacBook Pros. As such, it was labeled as an "Unqualified Monitor" and requoted the higher rate. ~$1200 versus ~$310.

As to why that is the case, I don't know, but I'm glad it cleared up the issue for me. I think somewhere along the way it was mistranslated as "Tampered" or "3rd Party display" which really put me on the defensive and had me at a loss.

The MBP should arrive back tomorrow.

On a side note, I notice this site likes to jump my cursor up a line above existing text when using the reply editor. Anyone else have this issue?

Hi everyone.

Laptop came in a couple of days ago. Been a bit busy to check in. Everything is pretty much back to normal.

On the repair sheet it states that both the logic board and LCD monitor has been replaced in order to pass the Firmware tests that they run. Apple's customer service did a follow up call to see if everything worked out ok.

On a weird note, where I work issued me a new Retina display macbook. To be honest I dont really notice that big of a difference with the resolution but do notice that non-retina displays look much softer and fuzzier when you go back to them. As such, I can't really comment reliably on the sharpness or brightness of the new replacement display they put in. The sharpness and contrast of the new MacBooks really raise the bar.

@smontanaro, if you can get Apple to do a depot flat rate repair (Tier 1) at around ~$310 I would pursue that option. I was hesitent at first but ultimately came around because they stated that all repairs are done with new Apple parts and components specced for your model, and the flat rate repair indicates that they fix anything that they find wrong. You'll want to make sure there's not too much cosmetic damage or major dings or dents on the case or hinge.

From my experience, documented here and elsewhere, if they detect or suspect any type of tampering or liquid damage to the device, they might requote you at a higher Tier. I was requoted at a Tier 4 flat rate repair of ~$1200 which I found to be unacceptable.

In many ways I feel like I have a new computer (circa 2007) the case and keyboard is pretty much in new condition (aside from some wear from where it comes into contact with the Waterfield Sleeve). I tend to baby my Apple gear and so try to keep them running as much as possible. The only thing I will note is that the grey plastic that runs around the keyboard, speaker and trackpad assembly had a hairline crack near the left palm rest. This might have been existing already but isn't that big of a deal. I didn't notice it until I scrutinized the laptop very carefully.

Much thanks to everyone!

sbix,

I am a creative professional that uses Apple hardware, software and services everyday to create content and make a living. I have close to a dozen Apple devices at home in my personal life. That's where I am coming from primarily

I appreciate the outside perspective and frank and candid comments. In re-reading my earlier posts, I still feel like they were an honest documentation of the frustration and headaches I was dealing with with Apple's customer service at the time. If there's a measure of self pity in there, it was probably due to the continued frustration and run-around I was getting with Apple's retail genius bar and the AppleCare reps I was dealing with over the phone.

With that said, this is the Apple Support Community, is it not? If I can't solicit advice and sympathy for my specific issue and grievences here, then where?

In regards to what you perceive were complaints, they were merely two observations on my end, I felt they were pretty neutral to be honest, I did however want to make sure they were captured in the thread for later reference. To your point, they were fairly minor and I would have easily forgotten about them a week or two out.

As a consumer and creative professional, I would still heavily consider Apple products for work and fun, but as much as I hate to say it, other manufacturers have gained a lot of ground over the last couple of years. If Customer Service is to be a core differentiator for Apple (and in my humble opinion I think it will prove to be vital), they may need to reconsider their current approach at the retail level. At numerous points during my journey, I was told repeatedly by geniuses, general managers, AppleCare, and Repair Depot that there was nothing that could be done and each time that was eventually proven to be false (with the caveat that it took members here emailing me privately to walk me through a pathway towards resolution and finally putting me in touch with Apple's corporate executive relations teams to resolve the issue.)

I suspect that more people then needs to be are being lumped in with novice iPhone users who dropped their phone on the sidewalk and are requesting a brand new phone.

Again, I appreciate the critique, if you have additional comments please feel free to post them below.

Thank you,

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