This post was removed from Apple's forums about 15 minutes after submission. It details an issue with MacBook Pro lid/LCD assemblies that has been experienced by many customers. It also describes Apple's propensity for placing blame upon the consumer for issues that are directly related, at least in this case, to what should be known to Apple as a design flaw. I think this should be investigated and reported thoroughly in the media, and Apple should be forced to make good on this issue. On
December 17, I contacted Apple Care about a failing hard drive. I was given an appointment at my local Apple Store for diagnostics and repair. Upon arrival and inspection of the computer, the technician informed me that the lid was dented, and due to this, he may not be able to honor the warranty. Subsequent to this, I looked more carefully at the lid and discovered that it does not close properly. I then started to research this issue and discovered that I am not the only owner to have experienced this.
I purchased this machine in early July, and it has only left my living room once. It has been treated with the utmost care as it is such an expensive piece of equipment. I have also owned numerous laptops of different makes, and I currently own a Mac Pro G5 and an iMac. None of my equipment is ever abused, and this laptop has certainly never been dropped.
While researching this issue, I came across the following post:
Http://mybiggestcomplaint.com/macbook-pro-case-defective-design-easily-dents-warps/3091/ This post is virtually an identical experience to mine, and she states:
"Even a cursory search on the Internet indicates that the MacBook Pro has a much higher propensity to these kinds of damage than any other laptop out there, with a lot of complaining customers."
This machine, along with some software and the Apple Care agreement, cost me about $3,600. It is by far the most expensive computer I have ever purchased, and I certainly expected it to hold up as well - if not better than - any other laptop I have ever owned.
What really makes me angry is the inquisition the customer is subjected to when an Apple product is brought in for repair. Seemingly, any defect whatsoever that is found is used as an excuse not to honor the warranty. Based on what I have read so far, this design flaw often culminates in a failure of the LCD screen, which according to the Apple technician, can cost up to $800 to replace. Am I supposed to be liable for that - even after I purchased the Apple Care contract?
I fully intend to make a serious issue out of this, and I will not rest until this is addressed and resolved in an equitable manner. As an IT professional myself, I will contact everyone I know both privately and professionally, and tell them NOT to purchase any Apple product - and in particular ANY Apple laptop. I will also contact every media outlet I can reach, and make this issue known in the public domain.
Finally, I will attempt to find proper legal representation, and initiate a class action lawsuit against Apple in an effort to force them to initiate a recall of these devices and properly address this design flaw.
Please refrain from responding to this post with allegations that I am trying to get a replacement for a laptop that I damaged. Such a statement is completely false.
The real issues here are the following:
1. The current MacBook Pro line apparently has a design flaw that results in damage to the lid/LCD assembly through normal use, which ultimately leads to the failure of the LCD screen.
2. Apple, at it's sole discretion, chooses to look for any evidence whatsoever that may void their Apple Care agreements - including alleging that customer negligence is the cause of machine failures which in many cases is indefensible by the consumer. Fortunately, the Apple technician agreed to order a new hard drive and schedule another appointment to test the current drive, and replace if it fails. However, this does not address the lid/LCD issue and the fact that any further hardware failures will likely be denied coverage under my Apple Care agreement due to this alleged "damage" that I allegedly caused to the machine. This is, from my perspective, a fraudulent attempt to render my contract null and void, and worse, an attempt to place the responsibility of addressing what should be a known design flaw on the part of Apple, on the shoulders and wallets of their customers.
If this situation is not addressed properly and if I am exposed to additional expense due to Apple's failure to take responsibility, then I assure Apple that I will never buy another Apple product again, and I will urge everyone I come into contact with to do the same.
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