Retina MBP problem, what would you do?

Gents (and Ladies),

I bought a rMBP but it suffered terribly from image retention. Apple replaced it and the new one addresses the issue 100%.

However, the replacement has dead pixels. They are located in two separate areas as follows:

1. Top right of screen, about 15mm down from the top and 5mm in. Barely noticeable in most use/normal conditions

2. Left edge of screen, half way up and about 20mm in from the edge. This is a larger "cluster" as it looks bigger if that makes sense.

I really like the machine in general. The retention issue is resolved (with the replacement) but the dead pixels have irked me a little.

The missus says it's a non-issue. I don't know what I think. Bit annoyed/aggrieved.

What would you do?

 

RMA it again?

 

I second the RMA. When paying that amount for a product, you deserve to be happy with it!

 

send it back again

 

They either give you a good one.. or give you a 100% refund.... I'd never settle.

 

I could tolerate a small number of dead pixels, but not if they are clustered. I say return again. I would also recommend not ignoring the advice of the Mrs. In my experience, they like it when you listen.

(Ultimately I would figure out a way to return it, though)

 

I don't know about the mac, but in windows there is a software that allow your to kinda message certain area of the screen. Basically it blast that area of the screen with many different alternating color very fast. This will only help the soft stick lit defective pixel. But if you have truely dead(meaning un-lit) then it most likely won't help. But I guess it's one last attempt. Also make sure you have the screen clean with soft cloth and make sure what you see isn't just some spec of dust.

 

Thanks for the opinions guys. Much appreciated.

I know what you mean about not settling and these are expensive machines so I figure they should be spot on. More so given the fact that they are being sold on the basis of their superior screens, to then have screen defects is a bit off in my opinion.

freeman, I've tried that. There are plenty of videos on YouTube (search pixel fixer) but it has had no effect (the pixels on my machine are "dark").

 

Dead pixels are dead meaning the pixel is physically dead and cannot be sprung back to life. Stuck pixels can sometimes be tricked into coming back on with those videos but dead pixels cannot. Either way, have Apple replace the notebook. It might be a non-issue with the Mrs. but that doesn't mean you still can't have problems with it. You paid at least $2300 for that thing and it had better be to your liking. I'm not sure how you returned it the first time but I suggest heading to your nearest Apple Store if you have one. Dealing with someone in-person is a lot better than calling some support center. That way they can actually see your problem, agree with you, and get you a replacement right away.

 

Agreed. I am having Apple replace it. I hope 3rd time's a charm!

I tried going to and Apple Store however they advised me that online purchases could not be dealt with in-store.

The service with the phone-support has been good so far so I am happy to proceed.

They will collect my original machine, allow me to keep the replacement in the meantime.

When the original is received back they will process the order for the new replacement.

As long as I am not left without a computer I am ok with this.

 

I did specify that on my post, but I did mention the software purely because I wasn't sure what other people mean by dead pixel. It's like sometime people tell you something is defective, but exactly what does that mean?

 

I don't get this. Apple is known for their top notch customer service, yet won't honor on-line sales issues at brick and mortar stores? Doesn't seem like a very good way to cultivate lifelong customers. Don't get me wrong, I love my Apple products, but this would irritate me to no end...the profit all ends up in the same place. First business thing from Apple that has truly disappointed me, which will detract from my perception of them being customer focused!

 

They will honor online sales in an Apple Store and even replace it with a unit in-store. The only time they won't replace it with an in-store model is when you have a customized unit. Other than that, dealing with employees in-store is a generally better experience than calling the call center. They will help with customized units in-store but a replacement has to be ordered, that is the only times when they won't replace a unit then and there (aside from not having any in stock or the warranty being expired).

 

Think about this for a minute, it's easier said then done. Have you ever been inside of an Apple retail store? The place is already bombarded with customers and to be honest as much as I love Apple I absolutely hate going to the retail store at all costs anymore. It's overly crowded with websurfers/loiterers and the genius bar is already crowded and requires an appointment as it is. Couple that with your idea that the stores should also be handling online orders as well just makes it a much worse experience.

That being said, as Korn mentioned, the stores will handle online exchanges as long as there was no BTO configuration....and to be honest that still adds too much to the already crazy crowds in the stores.

 

Well, I got told a flat out "no we can't take back a product in-store if it was ordered on-line". The "genius" I was talking to did not know it was a custom order at that point.

This is in the UK so maybe things are different across the pond or maybe the "genius" I was talking to was talking nonsense out of her proverbial.

 

Or maybe they did know... when you made your appointment, did you let them know it was for your macbook pro?

 

Well that clears up some things, though I wouldn't expect online sales, just working refunds and replacements for defective units under warranty, regardless of how purchased. While I realize they can't have replacements for BTO models in store, they should be willing to help, offer a refund, facilitate a replacement, etc.

I have never been in a store, though someday I'd like to do that. Closest store about 200 miles away, so I just do it all on line or on the phone. I do know there are lots of other busy businesses that don't bat an eye if you return something bought online.

 

The genius was incorrect. My first early 2011 13" MBP was ordered online and it was serviced in my local Apple Store without issues. The same holds true for an old PowerBook Pro that I used back in 2004. It was a BTO netbook but they serviced it there without issues. I've had iPods serviced by an Apple Store when they were purchased online. Apple's retail stores are the same as their online except that retail locations can't replace BTO Macs.

 

I think the point was that they can't replace BTO machines in the store, not that they can't service them. The OP wasn't looking for a repair iirc.

 

Apple Store won't replace any machine you bought online... BTO or stock. If its a warranty replacement (where you get a refurb) then they can do it, but for a new machine you bought and you need a new replacement... no they won't do that at the local store in the US either. And of course they will not take a return for refund either... you have to go back through the online store where you bought it. You only go to the local store for your warranty.

 

So, is it possible to order, say entry rBMP w/ 16GB RAM at the store instead or online, and if you have problem you can just bring it in? Or something like that have to be online only because it's consider BTO?

 

If there is a problem you can just return it to a store, even if it's an online order.

Sent from my Nexus 7 using Tapatalk 2

 

The Apple Store can service any Apple product, regardless of configuration and where it was purchased.

 

If it's BTO, it has to be ordered online. They don't carry BTO configurations in the stores.

 

Ignoring online vs. bricks & mortar debate for a moment what is the verdict on the screen defects? Return it and keep doing so until happy?

 

I would. One advantage of taking it to a retail store is that you can physically show the problem. IMO, that's better than having to explain it over the phone to someone.

 

keep going until its free of defects