Called Apple Care today, regarding a MacBook Pro that appears to have a
“moldy” spot on the LCD just to the left of center. They indicated that I
would need to take the unit to an Authorized Service Center or the local
Apple Store and have the techs review it and determine what needs to be
They provided me with two Authorized Service Centers that were supposedly
local to me. When I called to make sure that I could just stop by they
indicated that I would need to go to their “Depot” center both more than
30mins away. So I called back and asked for a “reservation” at the Apple
Store for the review/repair. If I am going to drive 30mins, I might as well
do it at the Apple Store instead of an authorized service center. I was
able to acquire a timeslot just after lunch at 1pm.
I am frustrated with the Apple Care program, and the requirements and lack
of service that I have received so far. If I am purchasing a premium
product, and the associated “Apple Care” Support for it, I would expect
immediate service. “Take it to a service center or apple store” so that
they can “review” your complaint…. When none of them are within a short
drive (less than 30mins one way).
More details to follow, after I trek over to the Legacy Village Apple Store
and find out what they are willing to do about this problem.
Well, I was able to convince the Genius at the Genius Bar that the problem warrants a replacement (or at least an attempt at a replacement). He did make me aware that they a certain amount of “pixel” problems are considered “normal” and not covered under the warranty. However, he couldn’t make that determination and was willing to send it in and see if what “they” think. What made the experience frustrating is that I had to drive 35mins to then stand and wait for 30mins (beyond my appointment time) to get someone to look at it… and then another 30mins for him to agree and get all the paperwork filled out. I guess if two hours of my day warrants a new screen *maybe* it is worth it…. but it definitely is more work than it needs to be.
*UPDATE* Oct-5th, Received the laptop back from Apple with a new screen. No charge. It took a fair amount of hassle to get this outcome, but at least it was fixed.