Apple refusing to repair AiRBook Screen. saying i damaged it. also have extended warranty

[mebar]

Hello all

 

I bought a MacBook Air last summer and bought the extended warranty, which gives me 3 years cover.

 

 

I had a problem with the screen a few weeks ago

contacted Apple to get it repaired.

 

 

At first I took it into the local Apple authorised reseller and

when the technician saw it he advised me to contact Apple directly

because if he sent pictures of problem to Apple they would automatically rule that it was due to accidental damage

and therefore refuse to repair it under the warranty.

 

 

I contacted Apple,

explained the situation in great detail and

the machine was collected by their agent to be repaired.

 

 

After several phone calls back and forth,

Apple are claiming that the problem is as a result of accidental damage and are still refusing to cover the repair.

 

 

I do not believe this is fair and would like to know if anyone can see a way forward for me please.

Yes, the computer is covered by our home contents insurance

but I don't see why I should claim the £500+ it will cost for a replacement screen

when there is nothing I have done that could have caused the damage.

 

 

How exactly is "accidental damage" legally defined and upon whom lies the burden of proof?

 

The full details follow, it gets a little long I'm afraid, but the details of this case are very important.

 

What happened is that

I closed the laptop one afternoon,

left the house,

returned a few hours later,

opened the laptop again and

the screen was distorted.

 

 

I live with my partner, we were both out of the house together,

there was nobody else in the house and

therefore it is impossible that anyone used or tampered with the computer in my absence.

 

 

There was no visible damage to the glass screen, but the display looked as though someone had shot a bullet through it

- there was a black roundish mark about the size of a 5p and from that black mark were several horizontal lines.

 

 

In my discussions with Apple before the computer was sent off for repair

they asked if there had been any impact to the screen or if anything had been on top of the keyboard

when the laptop was closed.

 

 

I said no, explained that I am extremely careful with the laptop and would never dream of closing a lightweight,

delicate glass screen whilst anything was sitting between it and the keyboard!

I didn't say this to them, but I'm not 12, I understand the value of money

and I'm not likely to be slapdash with something that cost £1,300!

 

 

After the computer was sent for repair,

the technicians called me to tell me there was in fact a crack in the screen behind/near (I can't remember which) the camera

which is housed in the frame of the laptop screen.

This of course was not visible until they dismantled the screen for examination.

 

 

They claim that this sort of problem is "always" (their word) caused by accidental damage and therefore would not be covered by the warranty.

 

 

I know for a fact that NOTHING has hit, struck, dented, knocked or in any other way caused impact to the screen.

I also know beyond a shadow of a doubt that absolutely nobody had access to that machine while I was out of the house that afternoon.

I'd been using it on my lap whilst sitting up in bed and when I went out I placed the laptop on top of the duvet. It didn't fall or slip.

The only pressure of any kind that can have been inflicted upon the screen is the pressure between my thumb and fingers

as I grasp it to open the laptop; the laptop opens easily and smoothly so no particular pressure is required.

I don't carry the laptop out and about.

 

 

I have been very ill over the last year and leave the house about once a week on average,

and even then I've taken as little with me as possible,

I certainly haven't been stuffing a laptop into my bag! It sits at home.

 

 

It has been gently treated and I really cannot begin how to imagine how the damage was incurred.

I'm not a technician so I think it's probably pointless for me to speculate,

but the only possible thing I can think of is what I mentioned above about opening the laptop.

 

 

If that is indeed the cause then I think it really should be considered a manufacturing error because opening a laptop is,

in my opinion, a perfectly natural part of its operation.

 

Really sorry this is such a long post but I thought the details were relevant.

 

 

If anyone has any feedback on this I'd be very grateful to hear from you.

 

 

If I have to accept their decision then so be it,

but I think this is a totally unacceptable situation. ETA: I'm so sorry, should have realised that this is a very important detail - I bought the laptop in June last year, so just over a year ago.

Edited October 21, 2014 by mebar

[dx100uk]

where did you by it from

 

 

soga to the retailer is your route

 

 

dx

[dx100uk]

who is the extended warranty with too?

 

 

dx

[mebar]

where did you by it from

 

 

soga to the retailer is your route

 

 

dx

 

Oops, sorry, that was a silly thing to omit! I bought it direct from Apple via their website.

 

After reading your reply I looked up SOGA and my understanding is that since it has been more than six months since I bought the laptop I would have to prove that the screen was damaged when I bought it. This extract is from the Which.co.uk website:

 

"Beyond six months, it's up to you to prove that the problem was there when you received the goods even if it has taken until now to come to light.

 

So, you may need to prove that the fault was not down to ordinary wear and tear or damage you caused, and that the product (or a component) should have lasted longer than it did."

 

So I suppose I now have to find a way to prove that it was not down to damage I have caused but I can't see how on earth to prove that.

[mebar]

who is the extended warranty with too?

 

 

dx

 

That too was purchased direct from Apple at the same time as the laptop.

[dx100uk]

that's all ok

 

 

if you have an extended warranty then use that.

but as you are finding they are ALWAYS a waste of money

 

 

look on the web for similar problems

and if you can ID it IS a manu fault.

[dx100uk]

also if you purchased online DSR

or what was

protects you too.

[rebel11]

Hi mebar

 

How did you pay for it? Credit or Debit Card?

[mebar]

Hi mebar

 

How did you pay for it? Credit or Debit Card?

 

Hi I paid by debit card.

 

 

I have only just realised that I neglected to mention in my original post that I purchased the laptop just over a year ago.

I'm so sorry, that's a pretty crucial piece of information

 

 

so I'll edit the original post and add that for the benefit of any new visitors to this thread.

 

 

I'm really sorry!

[rebel11]

Unforetunately paying by debit card doesn't help. You could always get an independent report on the laptop.

 

Hi I paid by debit card.

 

 

I have only just realised that I neglected to mention in my original post that I purchased the laptop just over a year ago.

I'm so sorry, that's a pretty crucial piece of information

 

 

so I'll edit the original post and add that for the benefit of any new visitors to this thread.

 

 

I'm really sorry!