Macbook Received Damaged

I just took delivery of a new Macbook and disappointingly, there were build defects:
1) Chip in casing
2) Scratch on trackpad





These are clearly shown on the photos below. I called Apple and apparently was told that this is normal and that as long as it turns on, they don't consider it as a DOA, but will look into it.

I haven't dealt with Apple in cases like this before, so what will they usually do? Just ignore the customer or exchange the item?

 

Apple customer support is known to be the best in the industry so I'm sure they will honor your concern.

 

take it to a store and see what they say.

 

Apple isn't going to do anything for a "build defect" like that.

 

Jeez its hardly even noticeable! stop moaning

Tom

 

for the chip in the case at the top, i bet if you take it to a store a genius would replace it.

but if it was just the touchpad i dont know if they would.

if you take it to a store they should exchange it for you. they do exchanges for stuff on iphones that are smaller than that.

 

I have to admit, they dont mind replacing things... managed to sizzle my iphone after leaving under a lamp. They just said meh and gave me a new one with out a shadow of a doubt

 

I'd take it back if I were you... No question.

 

I'm sorry, but you can't expect a laptop to arrive like a Bentley.

This is still a massed produced piece of electronic.

I've never received a MacBook or a MBP that DIDN'T arrive with some scratch or minor chip or another.

 

I think you should go ahead and talk to the Apple Store employees, its worth a shot. The most they can say is, "Sorry, that's within spec". I understand the frustration of it all, but at the same time I'm sure after a while you won't notice it; usually its the first week or so.

So I'm not justifying Apple's position here, go ahead and try for a repair or replacement, but its not a huge deal, not like a crack across the palmrest .

 

I've never received a laptop/desktop WITH any cosmetic/technical defects on it.. why should I expect any less from the "BEST laptop ever built" ?

 

It is a brand new item and you pay a premium to have apple design and quality over an equivalent spec notebook from other manufacturers. It should be perfect, take it back to a store and don't leave until you walk out with a replacement.

 

30 days return no question asked?

 

yeah, what livesoft said, what about the 30 day return? you should be able to exchange it.

 

I agree!!!

 

that is garbage.

you should absolutely take it to a store and have them take a look at it. as soon as ou can. accidental damage is something that won't be covered but I am sure if you are diligent and take it to a store soon, or even just call another support rep you will have better results.

the return policy is 14 days actually.

 

What's the "garbage" part? The fact that I've never purchased a new Mac without some sort of cosmetic imperfection? I assume that you mean my opinion is garbage --in which case, you shouldn't quote my entire post, only the sentences that you disagree with. You can't call someone's factual experience "garbage."

I had similar chipS on a dual G5 Pmac that I bought years ago too.

If you folks look hard enough (and that photo is magnified many times), most of you will see marks somewhere on your brand new laptops.

Most Mac stores will probably laugh in your face for complaining about minor imperfections like these, but it's your money.

I personally wouldn't fret over tiny, microscopic details like these.

 

The fact that is has some cosmetic damage out of the box, implies that its not the brand new product you were expecting.

chrixxx: I wouldnt really worry about those little chips. Just make sure it hasnt been used before and no other damage. Poor handling can cause internal damages too.

If its like this, then thumbs down with Apple.

 

it isn't. trust me.

and I can call something garbage when it is treated as normal experience with a product. trust me on this though, I tend to use much harsher language than I ever need to and actually do contribute a lot to these forums, I just hate to see things like this get spread around based on a single persons opinion. therefore, I voice my opinion on the matter.

 

Kinda looks like something hit it and scratched it during assembly.

Did you customize the mac, or just order a stock one?

Apple probably has people assembly parts of the mac by hand (at the very least installing the harddrive, and maybe battery?) So it may have happened at that phase.

But yea, looks like something happened in the factory. If you just had it for a day, take it back to the store and tell them. If you had it for a week, and then brought it back, then they may not be as willing to exchange because you may have damaged it in that week.

 

exactly, I have seen MANY mac computers brand new out of the box, including the new ones. this is not something that is common at all.

 

Unless it's based on your opinion.....because then it's ok, right?

 

Okay the chip on the first picture is very small when compared to the key.. I'm not sure how big the scratch are on the track pad.
I can understand why you want an exchange, I myself might want one without the scratch/chip, but these tiny errors are to be expected. I wouldn't be surprised if they say that it shouldn't cause a problem (much like one dead pixel on a screen). Hopefully they will exchange for you though : )

 

Considering the OP had to use the Macro function on his camera to take the pictures, I'm pretty sure they're quite insignificant.

 

I've been advised to take it down to the Apple store to have it replaced, or else they can refund my purchase and I will have to reorder a new one. I'll just try the store first as it's faster but I can't go down until the end of the week.

I'll report how it goes.

Btw, this is significant for me because I've never had defects like this with the laptops I've purchased, especially not one marketed as a premium product. I'd expect it to be free from scratches because all my laptops are. This mark is visible to the naked eye at normal usage distance, so it is significant. If it's a hairline scratch, I wouldn't mind.

 

I agree with you 100%. That chip alone would have been enough to push me over the edge. 99 out of 100 people would have been upset (just as you were).

 

I think you're completely off with that number. I'd put it at about 25% because only the anally retentive consumers are going to get upset over such a small blemish. Typical consumers aren't going to care (I know this for a fact as I live with one, and was brought into this world by two more).

I'd consider myself reasonably retentive (I prefer to call it detail oriented however), and when I bought my MB Air, there was a small mark on the left palm rest. Sure it bothered me at first, but I got over it......QUICKLY, and it no way affected the functionality of my MB Air.

Now, I barely remember it's there until I'm reminded by reading threads of people freaking out!

 

I'm one of those type too, a little OCD about perfectness. Like that chip on the first picture I won't even bother.. Not sure about the scratch, I can't compare to anything else to get an idea of the size. I could deal with my one dead pixel on the PSP.. I mean when you really play game and use the thing (the reason why you bought it in the first place, to use, not to stare at some defect) I don't even notice the pixel.
I mean we're paying for the machine not a "perfect-built without any type of flaw." If you want that I'd think it will cost a lot more than the premium we're paying..
Now if it's something like half an inch scratch/chip then I'd be upset.
But that's just me, your average joe consumer

 

a mark is different from a chip in the case.

 

Fine, I'll clarify.......there was a small CHIP in the left palmrest.

My point remains valid.

 

i guess you dont care about receiving damaged products.


most people arent like you.

 

If you read his post, at first it bothered him for about a week or so. It's also a small scratch/chip on the left palm rest.. so I'm guessing once he start typing and the palm covers it there's no problem. Please don't use generalized statements to debase people's original meaning.

 

a damaged product is a damaged product and should be replaced.



if you dont care about scratches or anything on something brand new than good for you.

 

doesnt even look like a scratch on the tpad to me, more like a missing out of paint/covering material. Jeez talk about picky its minute!

 

Following this logic any lie are the same, whether you say a friend looks good in a dress that you don't like or cheating on a test? No quantitative/qualitative differences?
Anyway, I understand that there are people who nit picks and that's fine I'm not against it. But the way you replied with "..you dont care... most people arent like you." totally took Khris's post out of its meaning, to me at least.

 

I do care about receiving damaged products, however I look at things from an objective point of view. Is it really worth me taking the time to pack up the item again, drive back to the store, wait in line, deal with the possibility that they may not want to exchange the item, bring it home, unpack, etc......for something as insignificant as a CHIP which in no way affects the functionality of the item?

On a personal note, I find your comment to be extremely rude and insulting. But then again, most people aren't like you, they try to express their thoughts without being a jerk.

 

Can't we all just play nice in the sandbox???

If not........ I'M TELLING MOM!!!!

 

lol im sure if most of you found a chip in your notebook you'd take it back within the first few days.

people exchange their iphones for things less than that.

 

that small chip could effect resale value in the future. or, if something else happens in the future they could think you damaged it on your own and might not exchange it for you.

 

The "chip" in my MB Air is about the size of a pinhead (not the ones on the forum, an actual pin).

I originally called it a "mark", however you felt that a "mark" isn't the same as a "chip". So then I call it a "chip", which seems to have caused you a small stroke and loss of your grip of reality, because it seems now you think the "chip" on my Air is perhaps the size of a Volvo.

Seriously, it's a small mark, chip, blemish, ding.....call it Rosie O'Donnell for all I care......you've completely missed the point, yet you continue to prattle on like you have the slightest idea of what you're talking about.

 

im not talking about yours kid, never was. im talking about the op's computer. if it was mine i would of brought it back and exchanged it as soon as i opened the box and found it. apple would have no problem doing that either. if you read any iphone forums people are way more anal and some exchange 2 or 3 times.

 

Then don't quote ME and talk about someone ELSE. Have you never used an online forum before?

As for the "kid" comment, I'm willing to bet I've got a few years on you. Best not to make assumptions, they'll make you look increasingly more foolish.

 

anyway. i wonder what the OP did.

 

Ok eveybody, Just find a happy place....lol. If nobody can get along then we will have to put somebody in time-out. Mods! Make sure they behave over here! lol

 

I'm in my happy place. I've got two Macs.....how could I NOT be in my happy place?

 

Good point, Khris! Nice... =)

 

Wow this thread was totally hi-jacked. Sorry!

 

Who cares? They're cosmetic defect. They don't interfere with the function of the product. You expect everything to be perfect? Go to a Utopia then.

 

maybe you should exchange your brand new (hypothetical), flawless macbook with the OPs scratch and dent?





yeah. didnt think so either.

 

Yeah, because people like me are lying. We never received a PowerMac with some minor chips on the handles just like in the pictured MacBook. I didn't buy a white MacBook a few months back with a 1 cm long scuff on the bottom of the notebook, and I certainly didn't pick up a brand new MBP last year with a minor paint chip located on the top right of the optical drive.

These aren't "opinions" like the other dude claims. These are facts. He can ignore them all that he wants.

I've also seen brand new white iMacs (G5 and Intel models) with very minor imperfections. Maybe my eyes are THAT good.