Apple of My Eye
By Josh Simons on Nov 11, 2009
Once again, I am delighted by Apple's customer service.
After having many problems with my original Macbook Pro, which Apple eventually replaced, my system has been stable and problem-free for quite awhile. Until my screen started losing pixels about a month ago.
Every other vertical line on the display became light grey, making it nearly impossible to read the screen. The problem briefly appeared and then disappeared about a month ago, but it happened again last week and stayed broken for over 12 hours despite reboots, PRAM/NVRAM resets, and SMC resets. I made the problem go away eventually by scheduling a Genius appointment at my local Apple store --- the display spontaneously started working again within an hour of making the appointment. But of course! However, not trusting the machine and needing it for an upcoming business trip, I decided to keep my appointment at the Apple store.
Without being able to actually see the problem at the store, the Genius couldn't make an absolute diagnosis, but we both felt the MBP's display was probably flaky. This conclusion was partly influenced by the fact that when I ran the system in dual screen mode, the problem was only visible on the built-in LCD -- the external monitor did not show the problem. While there still might be a logic board(\*) or other problem, I felt comfortable enough to request that the screen (actually, the clamshell assembly -- the top part of the laptop, including the cables that run from the clamshell to various locations on the motherboard) be replaced. Since the MBP was no longer covered by AppleCare, I was going to have to pay for this repair myself.
I learned Apple has two repair programs. I could either opt to have the machine shipped to an Apple repair depot and expect to receive the machine in 7-10 days, shipped directly to my house, or I could have the machine repaired at the Apple store and it would likely be ready the next day if the parts were available. The depot option has a fixed price -- about $300 regardless of what the problem is or what parts need to be replaced. The in-store option is generally more expensive since you pay for the required parts and for labor. In my case, the in-store option would cost about $600 or twice as much as the depot option. What to do? I needed to work on my presentation for an upcoming conference and would be leaving for that conference in seven days. The depot might ship my machine back earlier than 7-10 days, but I'd be taking a risk.
Because I was able to make arrangements to use another laptop, I decided to opt for the cheaper depot option and wait the 7-10 days. Imagine my surprise when I got a call the next afternoon informing me that my repair had been completed. Apple had opted to do the repair in their store and they honored the depot rate I had been quoted. How cool is that?
So far, I've not had a recurrence of the problem. As a side benefit, this new display is much more evenly illuminated than the old one so even in the unlikely event the problem turns out to be something else, my machine has a nice, new LCD display that to me is worth the $300 I've paid so far. Not that I expect the problem to recur, of course.
(\*) If you have this problem with your machine, look carefully at the cursor. Does it seem to "float above" the bad display or is it also affected by the dropped vertical lines? Noticing this can help diagnose the problem, since an unaffected cursor means it is more likely that the problem is either at the logic board or earlier, while an affected cursor pushes the diagnosis more towards the screen/clamshell.