My Retina Display has stain damage, HELP!!!

UPDATE

January 24, 2017

To all staingate victims--

Apple has you covered. They know they f'd up big time so they are offering to fix the screens under their "quality program." No warranty needed. It was a manufacturer's defect that took them a while to figure out. Just visit an Apple Store, drop off your MacBook, and you'll have a new, stain-free screen in under a week.

I brought my MacBook Pro into the Manhattan Beach store on Saturday, no hassles. They estimated five business days but probably sooner than that. I have my work laptop in the meantime so it's not too inconvenient.

Hope this puts some of you at ease. Again, just bring your computer in to an Apple Store and they will take care of it free of charge.

Mark

I have the same exact issue, in the same exact place. I think the screen's anti reflective coating is reacting with the oils that are released from the pores in peoples in skin, since it seems to be occurring most prevalently in places where the screen touches the case/keys but especially in places where peoples hands rest and keys which are most popular - ie the spacebar.

I'm faced with staingate in 3rd time, after two replacements. I always keeped microfiber between display and keyboard, but yesterday, when I wiped my screen with microfiber cloth it caused hairline scratches to appear! And when I tried to clean it, they became a staingate scratches!

My MacBook activated in April 2014, so 3 years is left and today is October 26, but replacement program was closed on October 16.

I'm live in Ukraine, Kharkiv, there's no Apple Stores, but one AASP exists.

My 1st time replacement in summer 2016 was really easy, I just came to AASP, showed my display, they took my MacBook, no questions asked, no receipts needed, and replaced display for free.

After 3 month I faced with issue again, but this time AASP dismissed my claim, due to keyboard imprints on screen. I asked Apple support via chat, and they told me to come to AASP again. I came to AASP, they took my MacBook, but after a few days returned it back without repair, telling me that Apple had rejected this repair due to keyboard imprints. I asked Apple support in chat again, reached the Apple Senior Adviser and he sent me CS code for free display replace.

And now I'm in trouble again. I'm really losing my mind. Can't work and sleep normally.

Yesterday I had a chat with Aple support, they told me to come to my local AASP.

Today I come and I had a hard enough to get them take my MacBook for inspection. They checked there's no keyboard imprints on display, but said anyway was is a little hope.

:((

I keep my fingers crossed and going mad.

I have the same issue with my MBP Retina. This has ben slowly getting worse for the past year, but I have only just found this thread. I am the only person using my MBP and most of the time I use a separate keyboard, but the outline of screen damage is exactly the same as others suffering from this.

Hi everyone,

found this post after having dealt with an Apple Genius Bar "genius" and two support guys from Apple. That's how my screen looked a while ago (now it's even worse):

The genius at the store accused me of having caused this myself and tried to get rid of me with the statement "well, you wouldn't scratch the coating of your new car and then get back to the dealer to demand a replacement one". Nice experience. I got so mad I had to step away.

After that I talked to Euro support in Cork. The guys there were quite friendly but after all I just got the same explanation almost anyone else got. "Cosmetic problem", no warranty. I didn't even get some sort of split offer like pay for replacement only and get a new screen for free. Niente. Nada.

I have a MBPro Retina late 2013 still covered with Apple Care, so in total we're talking some 2.800 Euros. Not really a cheapo.

I don't go for premium just to make an experience like this. This is ridiculous. This isn't a "cosmetic" issue at all. Even some of the Apple guys I talked to weren't aware there was some sort of coating on the screen, neither was I. Nevertheless I only cleaned the screen like Apple wants me to, bit of water and a fluffy, fluffy little cloth.

We will see more issues like this as time moves on, no doubt. Meanwhile I will write to Apple Europe and explain again. If noone listens this time my lawyer will try to clarify my point.

Same problem here; the spacebar obviously leaves an imprint on my screen (mbpr 15"). I only noticed it a few weeks ago, when cleaning my screen. I thought it was fingerprints, but turned out to be some sort of scratch or imprint clearly in the shape of the spacebar. Apple claims it's caused by the user, but I have no idea how that is possible. I use it exclusively on a desk, where there is absolutely no way of causing excessive pressure to the screen/lid...

The computer is just over a year old, not cool...

I just noticed today the same issue with my year old MBR retina 15".... Completely agree with strat266 that it's not a cosmetic issue but a major design flaw... On mine, as you can see on the picture, it corresponds to the aluminum casing surrounding the trackpad... not linked to any finger oil or whatnot...

Would just like to add my view on this as it seems a lot of people are confused. I have this same issue on my Macbook pro retina, it appeared instantly after cleaning my mac with Detol wipes (don't know why I did, only wipes I had in the office).

After this happened I spoke to a friend of mine who is an electrician and he told me that the alcohol in the wipes has removed the thin coating on the screen that is called a "oleophobicgate" - He said these are used to reduce interaction between the surface and substances such as water and oil (like a self cleaning layer so the screen does not look dirty all the time).

I DO NOT RECOMMEND ANYONE DO THIS... but he told me if I do not want to spend out on a whole new top shell for my mac then the best thing for me to do is either leave it as it is or literally finish the job... So I carried on with the Detol wipes (took a while) but I have removed the whole layer and it looks like a new screen again.

Hi,

I have exactly the same problem. It looks terrible and getting worse and worse. I bought my MacBook pro retina 13'' exactly 11 months ago and it is under warranty. Unfortunately Apple Car said that it is my fault in daily usage but they won't explain how can I did it. I use only attached black cloth and sometimes water. Now damage is only right and bottom. Apple pls say if it is my fault what should I change in cleaning screen to avoid worse damage.

What? Not a manufacturing issue? LOL! That's a bad joke, isn't it? This is the archetype of a manufacturing issue, if you can swipe away the anti reflex coating by a microfiber tissue plus a little bit of water. The damage must have been already applied when coating the glass at the manufactures premises. I have been working eight years as engineer for OC Oerlikon. They make production plants for thin film coatings like this and the company is also delivering the process applications, but often - specially in Asia - the application instructions are completely ignored the moment the Swiss application engineer leaves the company and flies home to Europe. Ergo: invalid done process application by ignoring application instructions are resulting exactly in problems like that. A correctly done production run of coating process like this, used e.g. for glasses, sun glasses, lenses etc. or screens like this you normally can even not scratch by a nail.

My MacBook Pro (Retina, 15-inch, Late 2013) has no such problems. So I swear: The problems mentioned in this thread are clearly caused by a wasted production run. This is definitely not only a "cosmetic problem". Shame on Apple: they could cheaply replace the screen glass for customers having this problem. I can not understand how they can be so obstinate to their customers.

Greetings

Zeleny wrote:

I have a very similar problem. I was told at the genius bar that the damage was caused by excessive pressure, and they refused to fix it under warranty, because it is not a manufacturing issue. I wasn't taking any special precautions (hard case, screen protector) and carry my MBPr in a neoprene case in my backpack with the other stuff. I wouldn't call the amout of pressure it was exposed to excessive, it's an aluminum body after all. Replacing the screen is ~1/2 - 1/3 of the price of a new machine...

As already mentioned, Apple replaced my faulty screen free of charge. I've just had to return to the store as the back-lit keyboard illumination was not working (cable left disconnected when the screen was replaced !) Anyway, whilst I was there the Apple tech used a spray and a cloth to clean my Macbook - I asked her not to (use the spray) but she insisted it was safe to do so. I asked if Apple sell the liquid but they don't - but she said to Google "Apple safe screen cleaner"

I'm not sure if allowed to post links etc on here - but the product is called iKlear and Amazon has the following attributes about the product:

• Iklear Is The Only Cleaner Recommended By Apple Tech Support And Also Used By Apple Care
• Also Clean Your Hdtv’S, Plasma Screen Tv’S, All Lcd Displays, Digital Cameras And Camcorders, Cell Phones, Pda’S, Gps Screens, Automobile Lcd Video Displays, Portable Dvd Players, Scanners, Cd’S, And Dvd’S
• Anti-Static, Alcohol, Ammonia & Sodium Lauryl Sulfate Free
• This Kit Includes Enough For Home, Office And Travel
• Includes Polishing Cloth And Travel Singles

Netrix

I too have the same unfortunate problem with my retina screen on my 11 month old 2013 Macbook Pro.

Cleaning it with a microfiber cloth it started as imprints from the keyboard on the screen and continued to spread.

Now 25% of the screen is affected.

This is my first Mac and I have great difficulties understanding, how a damage on a product this expensive is not covered by the warranty.

So having contacted the shop in Addis Ababa, Ethiopia, Apple gave the following answer:

"Following our telephone discussion earlier, I have been in discussion with apple and this type of fault or defect unfortunately is not covered on warranty. They have cited certain probabilities which you cannot ascertain if they did happen or not

1. Pressure on the LCD – this could happen when the product is carried in a bag
2. Cleaning with strong solutions.

Due to this factors which we cannot ascertain if the happen or not this defect is not covered.

The customer has a option of replacing the screen at their cost.

Let me know if they would like to do this and I will make the order for you."

What good is warranty if it does not cover something as obvious as damage on the screen caused by bad product design?

For how can you place the screen so it obviously touches the keyboard when the laptop is closed, with AND without pressure on the LCD, mind you?

And how can you sell a portable computer, that you cannot carry in a bag in fear that the screen will be damaged?

And finally how... can you put a coating on the screen, which Apple must know comes off, on the OUT-side of the screen?

It is a mystery to me how Apple refuses to cover this. And now it appears that the ENTIRE screen - the inside and the case included... must be changed.

I am still awaiting the price from the shop, but I am fearing the worst.

SHAME ON APPLE!

Joakim L., Denmark

P.S. I have just been informed by the shop that the cost is $825 including labour.

Again: SHAME ON APPLE!

<Personal Information Edited By Host>

Hi all,

Today I tried to get all the remaining coating from the screen (MBPR13"end2013) for several hours with several chemicals I had in house:

• sulphuric acid (pH 1 - a lot less than any oils on your fingers 😉);
• alcohol (70%);
• turpentine;
• vinegar.

Unfortunately I was only able to get it off from the sides and some small amounts from where the actual screen begins. I even put a small amount of the above chemicals on different places on the screen (towards the center not on the sides) to soak for about 3 hours. I used some cling film to prevent them from vaporizing. It didn't had any effect at all. I also suspect to have had exact the same effect on the edges using plain water. That's how it started anyway.

As the chemicals didn't work I tried some grade 0 steel wool on the left bottom and top corner (see photo) on the parts where the actual screen begins. It took a lot of effort to get off only a bit of the coating. I'm not confident to do this on the entire screen taking into account the pressure that needs to be applied.

Any advise (maybe from a chemist 🙂) would be very appreciated.

Kind regards,

Gerard Hennemann

I had the same issues with my MacBook Pro Retina 13 inch Early 2015 model.

Made a call to Apple Care, explained my situation and they told me to go to the Apple Store.

Made an appointment with the Apple Store and my screen got replaced the same day!

Brought it in around 11.30am and at 6.30pm they phoned me I could pick the MBPr up.

This was all under warranty and thus free of charge.

FYI:

Dutch (Netherlands) Apple Store in The Hague (Den Haag).