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Apple Extends Free Repairs of Anti-Reflective Coating on Select MacBook and MacBook Pro Models
Apple has extended free repairs of anti-reflective coating issues for select MacBook and MacBook Pro models.
Apple has authorized coverage within four years from the original purchase date of affected models, according to an internal document distributed to Apple Authorized Service Providers and later obtained by MacRumors.
Eligible models, listed below, qualify for a free display replacement within the four-year coverage period. Check your receipt to determine the exact purchase date of your MacBook or MacBook Pro.
Apple previously confirmed to us that this repair program continues to be handled internally rather than being publicly announced.
Affected customers can schedule a Genius Bar appointment at an Apple Store using the Apple Support app. Or, on the Get Support page, click Mac → Mac Notebooks → Hardware Issues → Display Issue and options should be presented to initiate a repair or contact Apple via phone, email, or online chat.
Apple's support website will ask for your Mac's serial number, which can be found by clicking on the Apple logo in the top-left corner of the screen and clicking on About This Mac in the dropdown menu.
We've learned that Apple has supposedly prohibited support advisors from mentioning details about the anti-reflective coating repair program in online chat sessions, so visiting an Apple Store may be required. If you contact Apple by phone, asking for your call to be escalated to a senior advisor may help.
Affected customers can also visit an Apple Authorized Service Provider to determine if their notebook is eligible for coverage. Apple's document states that these third-party repair shops can even replace displays with other damage free of charge so long as the anti-reflective coating issues are present.
Apple's internal document also states that customers who already incurred out-of-warranty costs related to this issue continue to be eligible for a refund, which can be initiated by contacting Apple support directly.
Apple first began this repair program in October 2015, and already extended it once, after some MacBook and MacBook Pro users experienced issues with the anti-reflective coating wearing off or delaminating on Retina displays.
The damage appears to be caused by a variety of factors, including the pressure of the keyboard and trackpad on the display when closed, and the use of incorrect third-party cleaning solutions with microfiber cloths.
Over 12,000 customers joined a Facebook group dedicated to the issue, and hundreds of others have claimed to be affected across the Apple Support Communities, MacRumors forums, Twitter, Reddit, and other discussion platforms. The website Staingate.org contains a gallery of damaged displays.
Apple has authorized coverage within four years from the original purchase date of affected models, according to an internal document distributed to Apple Authorized Service Providers and later obtained by MacRumors.
Eligible models, listed below, qualify for a free display replacement within the four-year coverage period. Check your receipt to determine the exact purchase date of your MacBook or MacBook Pro.
• MacBook Pro (13-inch, Early 2013)
• MacBook Pro (15-inch, Early 2013)
• MacBook Pro (13-inch, Late 2013)
• MacBook Pro (15-inch, Late 2013)
• MacBook Pro (13-inch, Mid 2014)
• MacBook Pro (15-inch, Mid 2014)
• MacBook Pro (13-inch, Early 2015)
• MacBook Pro (15-inch, Mid 2015)
• MacBook Pro (13-inch, 2016)
• MacBook Pro (15-inch, 2016)
• MacBook Pro (13-inch, 2017)
• MacBook Pro (15-inch, 2017)
• MacBook (12-inch, Early 2015)
• MacBook (12-inch, Early 2016)
• MacBook (12-inch, Early 2017)
Apple previously confirmed to us that this repair program continues to be handled internally rather than being publicly announced.
Affected customers can schedule a Genius Bar appointment at an Apple Store using the Apple Support app. Or, on the Get Support page, click Mac → Mac Notebooks → Hardware Issues → Display Issue and options should be presented to initiate a repair or contact Apple via phone, email, or online chat.
Apple's support website will ask for your Mac's serial number, which can be found by clicking on the Apple logo in the top-left corner of the screen and clicking on About This Mac in the dropdown menu.
We've learned that Apple has supposedly prohibited support advisors from mentioning details about the anti-reflective coating repair program in online chat sessions, so visiting an Apple Store may be required. If you contact Apple by phone, asking for your call to be escalated to a senior advisor may help.
Affected customers can also visit an Apple Authorized Service Provider to determine if their notebook is eligible for coverage. Apple's document states that these third-party repair shops can even replace displays with other damage free of charge so long as the anti-reflective coating issues are present.
Apple's internal document also states that customers who already incurred out-of-warranty costs related to this issue continue to be eligible for a refund, which can be initiated by contacting Apple support directly.
Apple first began this repair program in October 2015, and already extended it once, after some MacBook and MacBook Pro users experienced issues with the anti-reflective coating wearing off or delaminating on Retina displays.
The damage appears to be caused by a variety of factors, including the pressure of the keyboard and trackpad on the display when closed, and the use of incorrect third-party cleaning solutions with microfiber cloths.
Over 12,000 customers joined a Facebook group dedicated to the issue, and hundreds of others have claimed to be affected across the Apple Support Communities, MacRumors forums, Twitter, Reddit, and other discussion platforms. The website Staingate.org contains a gallery of damaged displays.
Related Roundup: MacBook Pro
Tag: repair program
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[ 292 comments ]
Top Rated Comments
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21 months ago
For issues like this, repairs should be open indefinitely. It makes good business sense to be fixing problem products with little hassle on customers.
21 months ago
Had this on my 2012 back in the day and i remember everyone on here being like „you must have been using it wrong!“.
Those were the days
Those were the days
21 months ago
Yet. Took about 2 years for the issue to manifest itself on my 2015 rMBP. Apple replaced the display no questions asked of course.
edit:
Well, there you go.
Are you sure this issue doesn't affect new MBPs? Because some users on the forum said they had minor keyboard marks on the antireflective coating of their 2016 MBP.
I just contacted two different people on apple chat and they said this is not true and there was no document to support the claim. My 2013 MBP has the issue and they both stated its 3 years from the purchase date.
On with Apple Chat and got the same response as uznuts...program expired and has not been extended.
I was also just told the same thing on apple support chat.
So a couple of people in this thread have already stated that the Apple reps they've talked to stated that the information in this story is untrue. So where did MacRumors get this info? I have this problem on my 2013 MBP and thought that I had missed my opportunity to get it fixed. I'm hoping this story is true but I don't want to waste my time going to an Apple Store only to have them tell me that I have to pay full price to get a display replacement.
* This information is sourced directly from an internal document shared by Apple with Apple Authorized Service Providers through its internal "GSX" system. I can't provide screenshots or any additional information, as this would potentially put my source at risk of losing his or her job, but I can ensure that the document is real, comes from Apple, and isn't fake news.
* Unfortunately there seems to be a typical discrepancy between what Apple shares in GSX and what they choose to publicly acknowledge. What I can say is that when I spoke with Apple's online chat about this recently, I was told that online support advisors are no longer authorized to discuss this particular repair program on the web and that I must visit an Apple Store.
* I've received a related document that also lists all 12-inch MacBook models (2015/2016/2017) and all 2016/2017 MacBook Pro models under an "affected products" list as well. It says each notebook with anti-reflective coating issues can get up to two free display replacements per serial number. This is supposed to be at the Genius Bar or by visiting an Apple Authorized Service Provider.
I've updated my article with the new info I've learned. Unfortunately that is all I have to share right now.
21 months ago
While I admire Apple (if true) for keeping on in taking care of this issue, I can't forget the long list of Apple knights denying the problem on these forums. And making fun of those affected. A lot of them are still posting nowadays with the usual arrogance. Reliable like a zero
21 months ago
For issues like this, repairs should be open indefinitely. It makes good business sense to be fixing problem products with little hassle on customers.
I agree where the issues are not the customers' fault in any way. There are lemon laws in some places for cars etc, should work the same for computers, everywhere, especially at Apple's prices. But as you say, it's also just smart business to have happy repeat customers who spread positive experiences through word of mouth.
21 months ago
I had this on my 2015 MBP, it appeared with a few months. Finally got the screen replaced, yet, of course, that cost me £30+ because I have to travel to an Apple store (UK Apple stores are few and far between, and our trains are outrageously priced). I also had to sacrifice an afternoon of labour.
All in all, not exactly “free” for something that is entirely Apple’s fault and not mine.
All in all, not exactly “free” for something that is entirely Apple’s fault and not mine.
21 months ago
* This information is sourced directly from an internal document shared by Apple with Apple Authorized Service Providers through its internal "GSX" system. I can't provide screenshots or any additional information, as this would potentially put my source at risk of losing his or her job, but I can ensure that the document is real, comes from Apple, and isn't fake news.
* Unfortunately there seems to be a typical discrepancy between what Apple shares in GSX and what they choose to publicly acknowledge. What I can say is that when I spoke with Apple's online chat about this recently, I was told that online support advisors are no longer authorized to discuss this particular repair program on the web and that I must visit an Apple Store.
* I've received a related document that also lists all 12-inch MacBook models (2015/2016/2017) and all 2016/2017 MacBook Pro models under an "affected products" list as well. It says each notebook with anti-reflective coating issues can get up to two free display replacements per serial number. This is supposed to be at the Genius Bar or by visiting an Apple Authorized Service Provider.
I've updated my article with the new info I've learned. Unfortunately that is all I have to share right now.
I hope it works out. I hate wasting our readers' time. I don't want people to show up for a Genius Bar appointment and be turned away. This document is real. It's recent. It's from Apple. I don't understand why they so often don't seem to acknowledge these internal policies that *they* set.
Thank you Joe. I'm glad MacRumors have such a concerned editor.
Your work and your words have a huge value for us.
16 weeks ago
UPDATE: Got it done! I was very courteous on the phone with Apple on my 1st call, asking them about the extension of the program from 3 to 4 years, which they confirmed after talking to a supervisor (Although the guy did not ask me the exact day I had bought the MacBook). Then I went to an Apple Store. On the 1st try, the Genius Bar lady came back saying that I would have to pay for it, and again I was very courteous in asking about the extension and telling her about the conversation I had had with Apple on the phone before going to the store. She checked and saw the notes on my account from that phone call. She went in again to talk to the manager and came back telling me that although I had missed the 4 year due date for a month, the manager still authorized to cover for the repair. Since they didn't have the replacement screen at that store and they had to keep the computer for 7 to 10 days to ship it out to have it repaired, I asked the lady if she could check for me if the part was available at another store. She kindly set it up for me calling another Apple Store 10 miles away and I went there right away with a printed order. Got there, the guy told me that there was no way they could get it done the same day and it could be ready in 2 days. Left the store and got a phone call an hour later from a guy that had my computer open and asked if I wanted to replace the battery that was swollen. Told them no, only the screen. An hour later the computer was ready, and picked it up with no cost. Apple covered the whole $680 replacement cost. So, I would say that within the 4 year coverage by the program, you should be ok. If you bought the Mac more than 4 years ago, be kind and courteous and know that managers should be allowed to authorize the replacement with no cost for you. I would do it with no delay. Good luck!
21 months ago
Anyone here own these MacBook models listed above and have NOT had any issues with their display? My MacBook Pro 2015 shows none of those display issues, guess I got a lucky one.
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