Dust Behind MacBook Pro Screen

asimm · 03-07-2009, 10:26 PM

Ok so after the Superdrive of my MBP was fixed I was very happy! Then the day before yesterday I noticed three specs on the screen (at least I thought). Water, iKlear etc later I now know that the dirt is behind the screen. They do not look like dead pixels - I have done some of the online checks and I can't feel them outside the screen so whatever they are they are definitely behind the screen. I have gone through the usual can I live with it/can I not live with it (there is always the risk if Apple agree to replace the screen that I get a worse one) questions. I have a few questions - hope you can help:

Has anyone had this issue?
If so what did you do and what was the outcome?

I have done some searching online and if it is dust then Apple seem to repair with few questions asked but I just wanted to check for any local (ie UK) experiences (most of the online hits are from the US).

Thanks

fat jez · 03-07-2009, 10:36 PM

Give your local Apple store a call and see what they say, just don't give your name or any other details

asimm · 03-07-2009, 10:41 PM

Quote:

Originally Posted by fat jez

Give your local Apple store a call and see what they say, just don't give your name or any other details

Cheers - tried to do this today with Regent Street and Bluewater (gave up on each call after waiting for 10 minutes). I was going to ask them if a screen repair was needed how big a job this was and how long it might take.
During my online searches there have been a few reports of Apple replacing the whole machine - not sure why, maybe the screen/lid replacement is costly.
Will try again tomorrow and was also going to try AppleCare.

*Tenex* · 03-07-2009, 10:47 PM

I think I'd get it changed, if its simply cleaning they should be able to turn it around quickly. If its not then a replacement Mac will be even quicker.

asimm · 04-07-2009, 6:47 AM

Thanks - I have just realised I have wasted a bit of time doing some online dead pixel checks as you should not be able to see dead pixels when the machine is off? I think it's definitely dirt and I will get to an Apple shop when I can. There will then be the usual problem of getting there/getting back/how long they will take etc.
Superdrive now this - I am a real fan of my MBP but these faults are denting my confidence in it.

asimm · 06-07-2009, 8:20 PM

In my usual try anything before taking it to an Apple shop (because they are not easy to get to and I worry how long they will keep the machine for) I phoned AppleCare who told me that:

If it is dust then they should be able to just clean it.
The job is not a big one and should only take a day.

I was a bit surprised by this, I thought that the screens were glued so I don't know how they can do this. I am also a bit worried that when they do it they might put in more dust than they take out - can't believe that they do this in a dust free environment. Anyway will pop into a store soon and see what happens.

Sy1441 · 06-07-2009, 8:44 PM

They can blow air through the screen to clean it. I had two replacement screens on my 2008 mabook pro before they just replaced it with a 2009 model. £369 for the replacement screens, than god it was still under warranty.

asimm · 06-07-2009, 8:51 PM

OK thanks, had not heard of that one. Hopefully that won't be too big or long a job - not the 7-10 days they use as their standard quote!

muzzi · 06-07-2009, 8:58 PM

I recently had my screen replaced for this exact reason. First an apple service center wouldn't replace it as they said it was in tolerance

Then i moved to Germany, took it to a mac store and hey presto (well a month later...) O had a new screen.

asimm · 06-07-2009, 9:48 PM

Quote:

Originally Posted by muzzi

I recently had my screen replaced for this exact reason. First an apple service center wouldn't replace it as they said it was in tolerance

Then i moved to Germany, took it to a mac store and hey presto (well a month later...) O had a new screen.

Thanks - I don't expect that problem (but could be wrong) I asked AppleCare if there was a policy for dust like there was with dead/stuck pixels and they said no - any dust/hair etc was unacceptable and would be fixed. Was it a quick fix (for a new screen) or did you have to leave it with them for a week or so?

delude · 08-07-2009, 10:27 PM

Have you had this fixed yet?

I have a late '08 Unibody MacBook Pro and just today have noticed a small patch of dust. I always worry with Apple whether they will just turn me down, so was wondering about calling the tech support.

How small is your dust patch? I managed to get some pics, although they are pretty bad it is clear something is not right and I believe it to be the same as yours.

http://img6.imageshack.us/img6/2112/zi60197.jpg
http://img190.imageshack.us/img190/2120/zi60198.jpg
http://img229.imageshack.us/img229/9281/zi60199.jpg
(The dust is the bright circle, this is with the screen turned off and under a blue light)
http://img191.imageshack.us/img191/9937/zi60200.jpg

I hope you get yours sorted soon!

asimm · 09-07-2009, 8:15 AM

delude - thanks for taking the time to take and post the pictures. If I can work out how to do it I will do the same. Yes your problem (especially the first picture) looks similar.
No - not fixed yet the problem I have is finding a time when I can reasonably get to an Apple Store twice (hand in and pick up) and can reasonably do without the MBP (never). I have a chance to go to Regent Street tomorrow but they don't have any appointments until Saturday (and now checking today no appointments at all). So this will take some time but I will post when I do go and let you know what happens.
Are you going to see if yours can be repaired as well?

delude · 09-07-2009, 9:25 AM

It's something that I would definitely like to get fixed, as I am one to always make sure my tech is protected, but after driving all the way to Brent Cross before only be told (with an iPod Touch problem) that the 'genius' couldn't see anything I think it would be easier to try and arrange something over the phone. That being said, am I right in saying that you only have 90 days phone support unless you have already bought Applecare?

Thanks for keeping me up to date, it will be much appreciated and if I can get to talk to somebody I will do the same.

*Tenex* · 09-07-2009, 9:30 AM

The 90 days relates to any support issue - but if your Mac is within its first year warranty then the phone contact is available to deal with repairs ie. you don't have to go to a store yourself.

delude · 09-07-2009, 9:41 AM

Quote:

Originally Posted by Tenex

The 90 days relates to any support issue - but if your Mac is within its first year warranty then the phone contact is available to deal with repairs ie. you don't have to go to a store yourself.

Thanks - never really looked in to it before.

Just found this thread on MR - Should I take in my MB for dust behind the glass? UPDATE: Apple Replaced It! - Mac Forums
Someone had the same issue with the same model (yours is Allu right asimm?) and had it replaced.

Roughly how big is your 'dark spot' asimm?

asimm · 09-07-2009, 11:51 AM

Tenex - when I called AppleCare they told me that my telephone support was up but I pushed and asked some general queries. I want to try my luck with a store, I have never tried to get a fix through AppleCare, have you had any experience of this?

delude - yes mine is aluminum and I have 4 spots on the screen one at the top of the screen on the bezel (it looks like some of the black has fallen away - but it is very small) and then 3 spots at the bottom in the middle of the screen (each is bigger than a pin head which I see every now and then and I know should not be there).
I have seen the MacRumours thread before and a few others that suggest a replacement rather than a fix - I will believe it when I see it!

*Tenex* · 09-07-2009, 12:00 PM

Quote:

Originally Posted by asimm

Tenex - when I called AppleCare they told me that my telephone support was up but I pushed and asked some general queries. I want to try my luck with a store, I have never tried to get a fix through AppleCare, have you had any experience of this?

I've had good support in store but it does tend to vary between Geniuses and stores. If you have a store locally, try and if it isn't helpful go back another day and see someone else. NB you have to book an appt ahead and you can do that online - search the Apple website for your local store.

My comment about the telephone was that if its a warranty issue they should be helping you during the first year even after the 90 days. Apple's only point of contact for the vast majority of its purchasers is the phone. But technical assistance does end at 90 without AppleCare. I have to add that even with a dislike of extended warranties I wouldn't go without AppleCare.

asimm · 09-07-2009, 12:20 PM

Tenex cheers - and I have just read your AppleCare thread as well. Might hunt out some prices in eBay!

delude · 09-07-2009, 2:20 PM

I will be hunting on eBay soon as my warranty runs out in October.

Just confirmed that I also have a small white dot on the black bezel (top left) where it looks like something has got behind it.

I think that I am going to give the screen a could clean making sure all specs of lint are absent and then really check for what is going on, and perhaps go to the Cambridge store when I can.

*Tenex* · 09-07-2009, 6:07 PM

Quote:

Originally Posted by delude

I will be hunting on eBay soon as my warranty runs out in October.

If you do that it'll be an unnecessary expense: you need to activate the AppleCare before the standard warranty runs out. As it also gives you phone cover get it as soon as you can afford it.

delude · 09-07-2009, 6:34 PM

Quote:

Originally Posted by Tenex

If you do that it'll be an unnecessary expense: you need to activate the AppleCare before the standard warranty runs out. As it also gives you phone cover get it as soon as you can afford it.

Yeah, that's why I said I will be hunting eBay soon

It will definitely be my next big purchase, I just need to look at taking this back in the next week or two.

muzzi · 09-07-2009, 8:08 PM

Quote:

Originally Posted by muzzi

(well a month later...) :

It took 4 weeks to get my mac back.

Have a look on google and see if there is a mac repair dealer locally instead of taking to a store if this is easier.

Muzzi

asimm · 11-07-2009, 12:34 PM

I have an appointment at Bluewater tomorrow, I will let you know how I get on. Looks like another bit of dust has joined the party so I think there must be a hole where dust is getting in.
Booted up yesterday and at the usual grey boot up screen there was an image of teh hard drive, no question mark there just an image that I clicked on and all worked well after that. I will mention this also tomorrow, it has only happened once.

delude · 11-07-2009, 12:39 PM

Quote:

Originally Posted by asimm

I have an appointment at Bluewater tomorrow, I will let you know how I get on. Looks like another bit of dust has joined the party so I think there must be a hole where dust is getting in.
Booted up yesterday and at the usual grey boot up screen there was an image of teh hard drive, no question mark there just an image that I clicked on and all worked well after that. I will mention this also tomorrow, it has only happened once.

Thanks, hope it all goes okay!

I will either have to try and book an appointment next week or or two weeks after, so will see what happens.

I think the best thing to do would be to mention how worried you are of more dust getting in. I still only have the one spot in the middle and a small white bit near the edge on the bezel, but am not happy and would prefer a replacement.

Good luck

asimm · 12-07-2009, 9:28 PM

Mixed results following my visit to Bluewater:

Genius said that they will replace the screen even though the warranty does not cover it*, could clearly see the dust.
Keyboard looked as worn as the ones they use for 10 hours a day**
He ruled out the icon issue by showing me how it could have happened and I think he was right.
BUT - because Bluewater is closing down for refurbishment for 10 days in a few days time they cannot order parts in so I will have to go to another Apple store of other repairer to get a new screen. He did put on the system some notes so I just have to make an appointment to book it in to a store.

* Warranty doesn't cover it! The only way dust can get in is if it was not properly sealed at the factory. Good job he said in the same breath that they would replace the screen!
** So my keyboard is as worn as one that gets used about 10 hours a day in an Apple store - wow that makes me feel better!

Plan is to pop to Regent Street next week some time and book it in. I am however going to have a go at getting a full replacement machine, its only 6 months old has had a replaced SuperDrive, needs a new screen and has a keyboard that I consider to be worn.

I wonder if they just change the screen if I will get one of the new 60% improved gamut screens?

So another appointment beckons.....

delude · 12-07-2009, 9:34 PM

How annoying! I'm wondering whether sending it off would actually be easier...these so called 'Geniuses' all tell you different things.

asimm · 12-07-2009, 9:39 PM

I think you are right - maybe they should have stopped taking appointments some time ago as they are now in their window of not being able to order in any parts they do not have.

delude · 12-07-2009, 9:42 PM

Quote:

Originally Posted by asimm

I think you are right - maybe they should have stopped taking appointments some time ago as they are now in their window of not being able to order in any parts they do not have.

I think it is ridiculous and quite frankly unacceptable that they allowed for your appointment, you could try calling the store and asking the manager for some form of compensation to pay for your time/travel (they might give you a store voucher).

I think that I will try calling the tech support, I can see a piece of lint at the bottom of the screen now as well, as if it was coming from the bottom somewhere.

asimm · 13-07-2009, 1:44 PM

delude, thanks, your very good point has inspired a letter of complaint to the store manager and general manager. Will let you know how I get on.

asimm · 14-07-2009, 1:28 PM

Wow - have just had a call from Apple. They apologised for my wasted trip and could see the fault history of my machine and said purely as a gesture of goodwill (and said a few other things - all the time I was holding my breath thinking please don't be a £25 iTunes voucher) they said that they would replace my machine! They offered me the 2.53 processor machine but when I pointed out that my machine has the twin graphics cards they agreed to the 2.66 as long as I pay the £99 difference.
I am soo pleased and have already written to them to thank them for what I consider to be excellent service.
Many thanks to you guys for all your help, I'm off to clear this machine, check out moshi guards (I think they are called) etc all in preparation for the new notebook that I should have in the next few days.