Macbook Air - Marks on Screen

Six6siX

Six6siX

Six6siX

Soldato
Joined
25 Nov 2004
Posts
4,788
Location
Hertfordshire
I have a Mid 2012 Macbook Air 13" which has Apple Care until the middle of next year.

I have noticed that very small marks/scratches have appeared on the surface of the screen and look like they have been caused by the keyboard coming into contact with it when the Macbook lid is shut. You can't see the marks unless the screen is off - they are very slight.

I took it into an Apple Authorised Reseller/Repairer and they have told me that this wouldn't be covered. I was a little surprised at this and before I waste my time waiting to book an appointment with an actual Apple Store only to be told the same thing, I wanted to see what you guys thought about it or if anyone had dealt with anything similar.

Cheers!
 
You'll most likely get a different response from an actual apple store - I'm sure they have more "powers" than a reseller... but it will also depend on who you see in the store. On my rMBP dust gathers on the screen to the point where I can see marks from the keyboard, but wiping the screen gets rid of them.
 
Thing is, a keyboard protector is all well and good as a precautionary but the unit hardly ever leaves home so it's not as if it gets any rough treatment! And I can't say I've experienced this sort of thing with any other laptop I've owned.

It was suggested the lid flexing when shut and causing the keyboard to make contact with the screen surface was the cause....hmm.

It's definitely not dust in this case - I've cleaned it a fair few times to make sure! I may as well make an appointment if there's a chance they'll take a different view of it. It's had a new keyboard, battery and touchpad so far...
 
Wow, this unit has definitely been through the mill a few times?!

Might I suggest the repairs/replacement process may have interfered with the device?
 
Just a bit!

I suppose it's feasible it could have been related - I presume Apple have a record of everything repair wise that has been done against a particular serial number? Could it then be argued that with the evidence of the numerous repairs that it's consequential? Would I be out of order to request a replacement? The unit is otherwise pristine.
 
Depending upon how you're paying for it (anything on credit card, ever?) you are entitled to ask for the various issues to be sorted providing they are not based upon anything you have done (accidental or otherwise).

Usually they are offered 3 attempts to get it sorted, and after that you can progress to Section 75 (credit card) refund, at which point you may be offered a replacement, as the company doesn't want to lose the cash from the sale.
 
It wasn't a credit card unfortunately however, I have used the '3 attempts rule' before and had some success with other things.

I guess much of this is going to come down to whoever I speak to! I just hope they've had a good day! :p

Is it safe to assume that the repair record for a given serial number is centrally held? Just that the repair history has been from a couple of different places.
 
Just thought I'd update this.

I went to collect the unit after it had had a new battery fitted (left for repair to be done at the same time as I asked about the screen).

Over 2 weeks later, I got a call to say the battery had been replaced. When I went to pick it up, seems the touch pad had been put back incorrectly (wobble and moved when tapped) and the card slot was slightly out of alignment with the chassis.

Obviously not happy, I requested that they sort out the crap job and it had to be booked back in.

Another 2 weeks later and I still hadn't had it back or heard anything from them (this is 1 month+ without it!) so I called Apple UK Customer Services and explained the poor service, poor repair and that I was no longer confident in the product given the circumstances.

The guy was really helpful and followed up on everything by the next day. In what is a rare occurrence (as I'm led to believe), he instructed the repairer not to carry out the repair and has arranged a new replacement to be sent to me. So I'm getting a new unit with an actually slightly higher spec because my original was a customised model.

One happy customer here :)
 
You must log in or register to reply here.
Back
Top Bottom