MacBook Repair Denied Insect Contamination and Debris

crazyboy on 09/10/2020 - 09:38
Last edited 14/10/2020 - 14:42

MacBook Pro Retina display has oil stains on the screen. After some back and forth, Apple finally agreed to replace the screen free of cost (they quoted $750 earlier). They took my laptop in for repairs and then after few hours I got a call that my laptop has debris and insect contamination and need to get it professionally cleaned.

I then got an email next day morning stating that MacBook repair is ready to pick up. I called to confirm and he said they won't repair until I get it professionally cleaned and they need a certificate of cleaning it. Is it such a thing?

Edit -

Update -

Talked to Apple support staff, insisted Apple not to ask for certificate, they agreed and then said its preferred but not mandatory. Then got it cleaned from third party.

There was one small dead cockroach near the motherboard, a small blow cleaned it. Nothing major.
The only dirty area was the inside of the back cover, probably cockroach shit and debris. Although the back cover was not in anyway impacting them to fix the MacBook screen.

Overall 5 visits to the Apple Store sorted the issue.

Visit 1 - Oil stains on MacBook Pro 2015 Retina Display (purchased in 2015). Apple store denied screen replacement as it was out of warranty. I insisted to fix stating it is known and acknowledged Apple issue (stain gate), ACL, ACCC and shit but nothing worked. Hopefully NSW Fair Trading sorted this out for me. A big thanks to them.

Visit 2 - MacBook given for repair. But repair couldn't be done as it had insect contamination and debris.

Visit 3 - Took the MacBook from Apple store to get it cleaned.

Visit 4 - Returned the cleaned MacBook for repair second time. Apple staff took the laptop inside, opened it and it was crystal clean. Agreed for repair.

Visit 5 - Got the new MacBook screen. Plus 3 years warranty on the screen as mentioned by Apple store staff.

Thanks guys for your advise and tips. I used some of these tips to negotiate with Apple store on the cleaning certificate and it worked.

Electrical & Electronics

Comments

  • No Username on 09/10/2020 - 09:52
    +14

    I mean that sounds fair. I wouldn't want to be touching anything that's gross.

    • crazyboy on 09/10/2020 - 09:54

      Some debris and bit of insect contamination from regular use of some year is perfectly normal. I take good care of my laptop and clean it regularly.

      • Ughhh on 09/10/2020 - 10:56
        +15

        insect contamination

        That's the first I've heard, I wouldn't call that normal….

        • pharkurnell on 09/10/2020 - 10:57
          +1

          We had a couple of PC's with cockroach contamination several years ago.. fried everything in side. those phuckers can get in anywhere.

          OP Needs to ask actually what they mean. Send him photos of the debris and insects stuff.

          • resisting the urge on 09/10/2020 - 12:13
            +7

            @pharkurnell: It has to be bad to halt a repair normally, but when the warranty provider is doing it, they'll be less likely to proceed in the face of adversity. Also our glorious overlords, and the gods of nannylaw (through OH&S) advise businesses to be wary of having technicians cleaning infestations (mainly as they are not officially trained or resourced). They love to cite that a disease 'caught at work could be claimed' by an employee, like its ever happened in a half-decent workplace. Remember that technicians are paid about 1/100 of a lawyer, so in comparison to this, the impact of their 'claim' would present an unacceptable risk to the bank accounts of some firms' Cayman Island investors.

            For the rest of us, vacuum cleaners, cleaning materials and washing hands deals with such trouble around houses and workplaces across the country every day without any significant epidemiological cost. Not even any need for 'PPE' with an insect, though it is helpful for the squeamish. Remember that working on anything in these weird times requires more cleanliness and a solid supply of de-natured alcohol nearby (as it always is in professional workshops).

            That said, in micro-electronics liquids and heat are the primary cause of failure, as insects exude acids that leak between components and layers (when alive, dying, and decomposing), and these play havoc with connectors, adhesives and sealers. Technicians are used to this because we all come across components (eg. electrolytics) that leak or explode during failure, but seldom in microcomputers like Apple's devices.

            At the end of the day, insects scare some, not others. However the average Apple store tech is unlikely trained to deal with anything outside a consumer microelectronic device. The lint and other organic debris would be bad enough for them- they have my sympathy for that alone.

            However with obvious debris from insect activity, the device could be close to being considered a write-off, so consider yourself lucky if it is still covered by warranty pending an appropriate 'clean'

            @crazyboy; let us know how you go getting a 'certificate of cleaning it', I've never seen such a thing!

            • pharkurnell on 09/10/2020 - 12:21
              +3

              @resisting the urge: Love it! Thats pure gold and so true!!!!!!!! Gods of nannylaw LMAO! hot taps with warnings that the hot tap has hot water…. LMAO

              • resisting the urge on 09/10/2020 - 12:33
                +1

                @pharkurnell: It's getting to the point now that people are tripping over plastic warning signs placed on busy shopping centre walkways when someone wipes the floor. I think we all have to wait until a judge trips over one, (sorry, is 'adversely impacted by the placement of a sign'), because of the wretched lawyer that made it part of the cleaners' task-list, in that vain attempt to justify their job (sorry, 'improve the world')

                EDIT: Don't hold your breath, I just remembered, Judge's don't go to shopping centres… and it would take an exceptional one to fix the law in addition to suing the poor cleaner…

      • No Username on 09/10/2020 - 12:05
        +1

        If you've cleaned it then there shouldn't be any debris in there.

    • EightImmortals on 09/10/2020 - 11:27

      You are obviously not a technician.

      • No Username on 09/10/2020 - 12:04

        Never said I was a technician. Although I'm still capable of doing my own repairs for cracked and water damaged devices.

        • EightImmortals on 09/10/2020 - 12:10

          As long as you don't have to encounter a dead bug? :)

          • No Username on 09/10/2020 - 12:14

            @EightImmortals: Of course. Why would I want dead carcasses and droppings over my workbench let alone breathing in the harmful bacteria they carry.

  • AustriaBargain on 09/10/2020 - 09:55
    +1

    You been dropping food crumbs inside your MacBook my man?

    • crazyboy on 09/10/2020 - 09:59
      +1

      No, I use my MacBook on the table and try to keep it as clean as possible.

      • AustriaBargain on 09/10/2020 - 10:00
        +12

        So clean a colony of ants decided to move and and call it home?

        • donga100 on 09/10/2020 - 11:37

          I had a colony of ants make their home in my air conditioner outside unit on the top of the circuit board. There was definitely no food in there, they just seemed to like the warmth/vibes(?).

  • Sergeant Salami on 09/10/2020 - 10:04
    +15

    Apple are a joke! Surely they have a compressor at the back they can use to blow the shit away. Any excuse not to fix their devices.

    • MontyMacaw on 10/10/2020 - 17:57

      Oh so we should just use high power air to blow COVID away too then? You should get hold of Scotty and shear this amazing disinfection technique.

  • Godric on 09/10/2020 - 10:07
    +1

    Seems reasonable to me particularly after watching Louis Rossman's channel.

    I'd imagine each repairer has their own tolerance, perhaps yours was too much for this individual, but their rules i guess.

  • justjack on 09/10/2020 - 10:18
    +1

    Is cleaning going to cost you less than the otherwise quoted repair cost? Yes.

    Clean it

    • crazyboy on 09/10/2020 - 15:45

      Cleaning is comparatively cheaper.

  • 87percent on 09/10/2020 - 10:28
    +2

    Professionally cleaned MacBook? Wouldn’t that void the warranty that it’s been opened? Unless there’s a recommended cleaner Apple use?

    • crazyboy on 09/10/2020 - 15:44
      +1

      They recommended a cleaner in my area. Called them and the lady advised that if there are insects inside then we won't clean it. Try other third party repairer.

  • xuqi on 09/10/2020 - 10:47
    +10

    WTF is a certificate of cleaning a laptop? I've been dealing PC's for 30 years and haven't heard of anyone asking for such.

    Buy a can of air spray (be sure not to spray liquid on to electronics lest you trigger any indicator pad's apple may have), and fine bristle brush, open the damn thing and have a look/clean yourself.

    • lunchbox99 on 09/10/2020 - 11:06
      +4

      Why isn't basic cleaning part of the apple repair… you know, like every other computer repair on earth?

    • AustriaBargain on 09/10/2020 - 12:36
      +3

      You’ve never opened up a smoker’s computer?

  • richadam on 09/10/2020 - 12:14
    +16

    Didn't think Mac got bugs?

    • Forkinhell on 10/10/2020 - 08:58
      -1

      Windows machines have 'bugs', so why shouldn't Apple machines have them too?

      Microsoft call them 'undocumented features'.

      Just get the latest update and you will receive a selection of different 'bugs'.

      • richadam on 12/10/2020 - 10:25

        You're a fool to not notice that this was a joke about "insect remains" in the laptop.

  • [Deactivated] on 09/10/2020 - 13:14

    Why not just buy a new one? Everyone has thousands of dollars ready to spend on Apple items, don't they? :P

    • crazyboy on 09/10/2020 - 15:39

      That's what Apple thinks unfortunately.

  • Hellcrusher3304 on 09/10/2020 - 14:29
    +1

    Ask MS Paint to issue you the certificate

  • sparkles on 09/10/2020 - 15:35
    +3

    Buy the appropriate torx screwdriver and open the unit yourself. I did, and I found things I did not expect inside. Bits of plastic from clothing tags inside the fan, fluff, crumbs, dead insect and even a blob of melted chocolate LOL. The fan sucks in all manner of small stuff especially if you use them on beds, kitchen benches, messy desks or even just placing down on the floor next to the couch.

  • [Deactivated] on 10/10/2020 - 08:14
    +1

    Had a MBP for 11 years next month. Never had an insect inside it when I’ve done an upgrade or repair. You are definitely doing something wrong to get insects inside your tech.

  • HelpMeiCantSee on 10/10/2020 - 08:44
    -1

    I used to work for a major laptop/pc manufacturer, and would see some feral as hell machines come through for repair. We called the customer, told them it’s extremely dirty and needs to be cleaned for $x before we begin warranty work, or if bad enough would void the warranty there and then.

    “Clean certificate” seems a bit douchey to me.

  • rbrb on 10/10/2020 - 09:30

    Having worked at Apple in the past, I can confirm that they would deny service on machines like that for health and safety reasons. We never told them to get it cleaned, it was just a straight up denial of service. Maybe that policy has changed now but it’s fair enough considering the feral machines what used to come in.

    Same goes for an iPhone that is dropped in a toilet, straight up denial of service as it’s contaminated.

  • OzHunterNSW on 10/10/2020 - 10:16
    +1

    Obviously you don't take care of your toys

  • Mozzmanau on 10/10/2020 - 11:34
    -2

    Remember this is Apple we're talking about

  • MontyMacaw on 10/10/2020 - 18:00
    +1

    I for one wouldn’t want my gear repaired with the same tools that had been used on some vermin infected computer of some Ozbargain whinger :-p

  • MickMonk on 12/10/2020 - 19:05
    -1

    apple making some bollox excuse not to repair something so you have to pay more $$$$$….who woulda thunk it.

  • crazyboy on 14/10/2020 - 14:41
    +1

    Update -

    Talked to Apple support staff, insisted Apple not to ask for certificate, they agreed and then said its preferred but not mandatory. Then got it cleaned from third party.

    There was one small dead cockroach near the motherboard, a small blow cleaned it. Nothing major.
    The only dirty area was the inside of the back cover, probably cockroach shit and debris. Although the back cover was not in anyway impacting them to fix the MacBook screen.

    Overall 5 visits to the Apple Store sorted the issue.

    Visit 1 - Oil stains on MacBook Pro 2015 Retina Display (purchased in 2015). Apple store denied screen replacement as it was out of warranty. I insisted to fix stating it is known and acknowledged Apple issue (stain gate), ACL, ACCC and shit but nothing worked. Hopefully NSW Fair Trading sorted this out for me. A big thanks to them.

    Visit 2 - MacBook given for repair. But repair couldn't be done as it had insect contamination and debris.

    Visit 3 - Took the MacBook from Apple store to get it cleaned.

    Visit 4 - Returned the cleaned MacBook for repair second time. Apple staff took the laptop inside, opened it and it was crystal clean. Agreed for repair.

    Visit 5 - Got the new MacBook screen. Plus 3 years warranty on the screen as mentioned by Apple store staff.

    Thanks guys for your advise and tips. I used some of these tips to negotiate with Apple store on the cleaning certificate and it worked.

Login or Join to leave a comment
Login Join