Picked up my laptop today around 6 PM. No dead pixels! Left happy.
Tuesday, April 18, 2006
DHL verified that my package was shipped and signed for, 30 minutes later I got a call from Apple stating that they received my fixed iBook.
At some point yesterday my iBook's LCD screen was replaced (hopefully) and shipped. I can check it's status with DHL shipping.
Monday, April 17, 2006
Friday, April 14, 2006
Yesterday afternoon I received a confirmation e-mail from Apple that my iBook was in transit regarding fixing my LCD.
Thursday, April 13, 2006
After about about 30 minutes in the Apple retail store, Apple agreed to take back my laptop and take a look at it. I will out of use of my iBook for 7 days (according to them). Keith, who I spoke to yesterday, helped me today.
I called Apple Support today at 10:15 AM. I wanted to get a clear definition what exactly a 'defusal layer' is. The Mac Genius' yesterday kind of gave me a run around (in my opinion) on what exactly was wrong with my LCD. I don't even know how to spell 'defusal' correctly.
I was connected to Doug. I referenced my case #. I talked to Doug. Doug couldn't find out what a defusal layer within the Mac help database. Doug didn't know what a defusal layer was so he put me on hold for about 8 minutes. Doug connected back and explained to me he couldn't find out what it was, but he did know what a dead pixel was. I informed Doug I knew what a dead pixel was. Doug informed me that they could ship a box to me and then I would ship my iBook to them, but it was a gamble on my part because they could determine that my LCD didn't warrant a repair. I informed Doug that I couldn't send out my computer and then get it back with a 'sorry, we can't help you.'
Doug then connected me to Brad, a product specialist. He explained to me what a defusal layer is. A defusal layer as he described it was one of many layers that make up the composition of my LCD screen. Despite all his explanations I still couldn't understand what it was.
I then spoke to Brad regarding my LCD and what we could do. Brad explained to me that the problem could have been due to impressions on the screen. Brad then explained that they would have to evaluate my computer in person. I explained to Brad the whole reason I went to the retail store in person so we avoid this. Brad said he needed to be hands on with the computer in order to do the replacement. I explained to Brad that I would go in person to the retail store and have someone talk to him to prove that there was indeed something wrong with my LCD. Brad said not to worry about coverage and as long as that little spot was there it would warrant a replacement.
I scheduled a 2:20 appointment at my local Apple retail store.
I was connected to Doug. I referenced my case #. I talked to Doug. Doug couldn't find out what a defusal layer within the Mac help database. Doug didn't know what a defusal layer was so he put me on hold for about 8 minutes. Doug connected back and explained to me he couldn't find out what it was, but he did know what a dead pixel was. I informed Doug I knew what a dead pixel was. Doug informed me that they could ship a box to me and then I would ship my iBook to them, but it was a gamble on my part because they could determine that my LCD didn't warrant a repair. I informed Doug that I couldn't send out my computer and then get it back with a 'sorry, we can't help you.'
Doug then connected me to Brad, a product specialist. He explained to me what a defusal layer is. A defusal layer as he described it was one of many layers that make up the composition of my LCD screen. Despite all his explanations I still couldn't understand what it was.
I then spoke to Brad regarding my LCD and what we could do. Brad explained to me that the problem could have been due to impressions on the screen. Brad then explained that they would have to evaluate my computer in person. I explained to Brad the whole reason I went to the retail store in person so we avoid this. Brad said he needed to be hands on with the computer in order to do the replacement. I explained to Brad that I would go in person to the retail store and have someone talk to him to prove that there was indeed something wrong with my LCD. Brad said not to worry about coverage and as long as that little spot was there it would warrant a replacement.
I scheduled a 2:20 appointment at my local Apple retail store.
Last night I received an automated e-mail from AppleCare Support regarding 'feedback' on the call I placed yesterday morning.
One of the questions was if my 'problem' was fixed. I checked 'very dissatisfied.'
One of the questions was if my 'problem' was fixed. I checked 'very dissatisfied.'
We Are All Defective!
When I spoke to an Apple technician on the phone he said even his OWN monitor at work has a few dead pixels.
When I spoke to an MacGenius he said that that many computers on display AT THE STORE had dead pixels.
Does anyone think there is something wrong with this???
When I spoke to an Apple technician on the phone he said even his OWN monitor at work has a few dead pixels.
When I spoke to an MacGenius he said that that many computers on display AT THE STORE had dead pixels.
Does anyone think there is something wrong with this???
Wednesday, April 12, 2006
Apple's whole 'thing' is design. Apple is designing beautiful, sleek computers that are functional and helpful to people. That is why I bought an Apple computer, because they have a slick, simple design and it's aesthetically pleasing. When 'something' is wrong with my LCD, it is not aesthetically pleasing.
People look at their screens of their computers. They don't look at the back or the bottom. I am looking at my screen right now. I am also looking at this little 'pixel' thing in the corner of my screen as well. ALL THE TIME. I am looking at something that shouldn't be there. My LCD is defective.
I feel that Apple's policy towards LCD replacement, pixels is ludicrous. I feel that only a few and far between people will voice out on defective LCD hardware (1, 2 or 20 pixels) since they hardly notice them. I read various complaints that people didn't notice them until weeks or months of use of their computer. If Apple tested their LCDs 'better' these problems wouldn't arise. If Apple warned people that is a VERY COMMON problem that new LCD owners should look out for, you would see people inspecting their screens with magnifying glasses in the store or as soon as they are shipped to them. Apple acknowledges this problem by a very, very blurry FAQ buried within their website.
I will call Apple Support tomorrow and see if I can get anywhere with them regarding my DEFECTIVE LCD.
People look at their screens of their computers. They don't look at the back or the bottom. I am looking at my screen right now. I am also looking at this little 'pixel' thing in the corner of my screen as well. ALL THE TIME. I am looking at something that shouldn't be there. My LCD is defective.
I feel that Apple's policy towards LCD replacement, pixels is ludicrous. I feel that only a few and far between people will voice out on defective LCD hardware (1, 2 or 20 pixels) since they hardly notice them. I read various complaints that people didn't notice them until weeks or months of use of their computer. If Apple tested their LCDs 'better' these problems wouldn't arise. If Apple warned people that is a VERY COMMON problem that new LCD owners should look out for, you would see people inspecting their screens with magnifying glasses in the store or as soon as they are shipped to them. Apple acknowledges this problem by a very, very blurry FAQ buried within their website.
I will call Apple Support tomorrow and see if I can get anywhere with them regarding my DEFECTIVE LCD.
Wednesday:
Wednesday morning around 10:30 AM I called Apple Support. I talked with Caleb regarding the problem. Notable was that I heard no 'muzak' as I was directly connected to a technician. Caleb advised me that I should go BACK to the Apple retail store and have them take a look at it in more detail. Caleb filed a case number for me. Caleb was helpful in informing me that I could send the computer to them but it was up to them to decide whether or not a LCD replacement was warranted for my iBook, even though Apple themselves acknowledge that 'something' is wrong with my LCD screen. It was a gamble he said because I could send it and they could still send it back and say 'sorry' we can't help you.
As soon as Caleb says 'go back to the Apple store' I make a reservation online. I arrive at the Apple Store promptly 30 minutes before 1 PM. Anyone who has visited the Genius Bar knows that it gets hectic and earlier and prompt is better than later. After waiting 15 minutes PAST 1 PM, I am helped by Keith. Keith sort of bounces between whether or not it is a 'pixel' or a 'spot.' I talk to Keith regarding the problem and explain my situation that a pixel to me is essentially hundreds or even thousands of dollars on my end since my line of work deals with degrees of color (tattoo art). Keith sympathizes and takes my iBook to the back room where a technician takes a look at it.
After about 15 minutes, Keith comes back and determines that my problem is not a 'dead pixel' but rather something wrong with my 'diffusal layer.' Since my problem (according to them) is minor and merely cosmetic, I would have to PAY Apple money to fix it. He informed me that it would be a $300 flat rate.
My iBook cost me roughly $1400. A $300 replacement means that I am paying an EXTRA 20% for what is essentially a hardware / manufacturing defect. FYI, for what I would pay additionally, I could have bought myself a PowerBook instead of an iBook.
Keith informs me that 'dead pixels' are common and they happen all the time. He tells me that if every manufacturer replaced every LCD that was defective they would go out of business. I inform him that Samsung (a major PC manufacturer) has a ZERO DEAD PIXEL POLICY. He informs that isn't Apple's policy.
Wednesday morning around 10:30 AM I called Apple Support. I talked with Caleb regarding the problem. Notable was that I heard no 'muzak' as I was directly connected to a technician. Caleb advised me that I should go BACK to the Apple retail store and have them take a look at it in more detail. Caleb filed a case number for me. Caleb was helpful in informing me that I could send the computer to them but it was up to them to decide whether or not a LCD replacement was warranted for my iBook, even though Apple themselves acknowledge that 'something' is wrong with my LCD screen. It was a gamble he said because I could send it and they could still send it back and say 'sorry' we can't help you.
As soon as Caleb says 'go back to the Apple store' I make a reservation online. I arrive at the Apple Store promptly 30 minutes before 1 PM. Anyone who has visited the Genius Bar knows that it gets hectic and earlier and prompt is better than later. After waiting 15 minutes PAST 1 PM, I am helped by Keith. Keith sort of bounces between whether or not it is a 'pixel' or a 'spot.' I talk to Keith regarding the problem and explain my situation that a pixel to me is essentially hundreds or even thousands of dollars on my end since my line of work deals with degrees of color (tattoo art). Keith sympathizes and takes my iBook to the back room where a technician takes a look at it.
After about 15 minutes, Keith comes back and determines that my problem is not a 'dead pixel' but rather something wrong with my 'diffusal layer.' Since my problem (according to them) is minor and merely cosmetic, I would have to PAY Apple money to fix it. He informed me that it would be a $300 flat rate.
My iBook cost me roughly $1400. A $300 replacement means that I am paying an EXTRA 20% for what is essentially a hardware / manufacturing defect. FYI, for what I would pay additionally, I could have bought myself a PowerBook instead of an iBook.
Keith informs me that 'dead pixels' are common and they happen all the time. He tells me that if every manufacturer replaced every LCD that was defective they would go out of business. I inform him that Samsung (a major PC manufacturer) has a ZERO DEAD PIXEL POLICY. He informs that isn't Apple's policy.
Brief description of the problem:
For about a month and 1/2 now I noticed a little white 'smudge' located in the lower right hand corner of my computer. For awhile I thought it might just dust or a smudge, but it turns out that the 'smudge' is a dead pixel.
Tuesday:
I ran Dead Pixel Idendtifier 5.9.4 on Tuesday morning and determined that it was indeed a deal pixel(s).
Tuesday morning I reserved a spot at the Apple Genius Bar in West Nyack, NY at 7:40 PM. I ran the dead pixel tester app and the 'Mac Genius' agreed with me that I indeed have a dead pixel. According to him, at the store they couldn't do anything because it doesn't comply with the number of dead pixels that are applicable for a replacement. He also informed me that I had a white dead pixel and they could be in the form of black, blue, & green.
His best advice was to call Apple Support and see if I could get anywhere from there. The Mac Genius' advise was as he puts it 'take it as far as you can.'
For about a month and 1/2 now I noticed a little white 'smudge' located in the lower right hand corner of my computer. For awhile I thought it might just dust or a smudge, but it turns out that the 'smudge' is a dead pixel.
Tuesday:
I ran Dead Pixel Idendtifier 5.9.4 on Tuesday morning and determined that it was indeed a deal pixel(s).
Tuesday morning I reserved a spot at the Apple Genius Bar in West Nyack, NY at 7:40 PM. I ran the dead pixel tester app and the 'Mac Genius' agreed with me that I indeed have a dead pixel. According to him, at the store they couldn't do anything because it doesn't comply with the number of dead pixels that are applicable for a replacement. He also informed me that I had a white dead pixel and they could be in the form of black, blue, & green.
His best advice was to call Apple Support and see if I could get anywhere from there. The Mac Genius' advise was as he puts it 'take it as far as you can.'