15inch Flexgate repair done for free by Apple

[mrx16624]

So. long story.

flexgate in Feb this year got me. screen was black simple as that. spoke to apple (at the time I was unaware of the flexgate issues) to which they stated it would be 750 to fix, shocked i rejected it and came home. assumed like everyone i could fix it myself, 3rd party or something but no.

I'd say i've been contact in with apple one way or another every 2 week since then.

I've been into my local apple store 3 times, (1hr there and back) numerous online chats, calls, and emails, all saying they could help, but always ends up the same way saying the cannot do anything to the price, cannot reduce cost of repair, cannot help in anyway.

which brings me onto my next phase, although my screen is black, it worked just fine with an external monitor, so thats how i used it, but my MBP keyboard had been acting up, noticing a apple service program for it, i made an appointment and went into my local store again, to be told that the service program for me had expired around 15 days prior and i would not be included in this service program. they stated they could do both repairs for 1400, and if i paid for both repairs, they'd knock off 90 for me (so thoughtful) i rejected that offer, and even after more heated discussions with the genius (asking for store credit, trade in, as many other options as i could) i went home.

defeated, i looked into the issue more, and more importantly into consumer law. i've read so many articles on using this as a reason for a replacement etc, but no one seemed to get anything out of it. I spoke to an apple agent on chat stating due to flexgate was a fundamental fault with apple so i should be entitled to a full device replacement or refund, i was told he could not do that for me, but transfered me to an an agent on the phone. i stated that consumer law covers the purchaser of the item where there has been an known issue with the item since release, i argued that the MBP had never been dropped, exposed to water, or indeed even left its protective case or from my desk, so i find it very difficult to believe that something i did caused the flexgate issue. i was then put on hold.

on hold for nearly 20mins, thinking the same outcome was coming back to me, but the agent came back and said "this is what we can do in this scenario, we can offer a one time fix for your issues at no cost" i couldn't believe it, after some the agent filled out some forms on her end, it was arranged for my MBP to be collected, and it was repaired within the week, at no charge.

There are thousands of you in the same position as i was, if you want to chat, ill help as much as i can. persistence is key, and i believe consumer law is a huge factor to this too, which im happy to discuss further if anyone wants to.

 

[Vazor]

Apple likes to ignore consumer law. Just drag them to court next time, see how fast they will offer a solution.

 

[HHMPB]

This is really great. Thanks for sharing your story. I'm in the same situation. My 2017 Macbook Pro, just hit flexgate and now the screen backlight doesn't stay on when the lid is opened.

It's ridiculous to have to have the entire screen replaced because of a cable and even more ridiculous that Apple wants me to pay for it. I will try your consumer protection law angle. It's a shame because otherwise the machine has been completely fine (even the keyboard).

 

[jppw]

Hi, I would love your help to find out what you said to convince them to do this.

 

[djmac7]

My MBP 2017 15 inch just stopped working. Same issue with screen. Chatted with tech support and they want me to pay $733 to fix. Paid $2500+ tax for this paper weight. What a total waste.

 

[ASentientBot]

My MBP 2017 15 inch just stopped working. Same issue with screen. Chatted with tech support and they want me to pay $733 to fix. Paid $2500+ tax for this paper weight. What a total waste.

Seconding OP's story, though it happened a couple years ago now. 2017 MacBook Pro 13" belonging to my sibling. Webcam ceased to be detected and the display was getting iffy as well. Also originally given a $700-ish estimate.

We just persistently (but politely) escalated four levels up the phone service hierarchy, each time mentioning flexgate by name and making it clear we understood it was a design flaw. And requesting (politely) to be transferred to a manager when met with the likely truthful statement that the current guy couldn't do anything.

It took ages on the phone, but we got a complete display replacement for free. We were definitely very lucky. But I bet you'll have decent odds if you show an understanding of the issue (just "flex cable is too short, fails under regular use" is enough) and be patient but don't back down.

It's shameful that Apple forces the consumer to fight for what should be a recall. But remember that the support guys aren't to blame.

Good luck...

 

[parker bath]

I have essentially taken the same route that you have but now since its 2022, they are saying that since its been five years since the purchase of the computer, it is no longer covered under the program and no matter how much I explained the financial situation I'm in and that it has no damage that I've ever caused to it, they still wouldn't budge. I'm a computer science college student on my last semester and using my computer with a monitor doesn't really cut it when I need to use it in class. Please, please, please, if anyone is able to point me towards a solution that costs less than 100$ dollars or a way to convince apple to repair it for free. please reach out to me or respond to this discussion post.

And it's so funny, like i 100% understand what's wrong with the computer, explained it to the manager, went into the store and also just sat on the phone with managers, and no matter what, they still wouldn't budge. No matter how much I argued and explained that the 15 inch models are just as susceptible to this issue, they wouldn't believe it but also said that there's "simply nothing we can do about it" I'm applying for jobs and doing interviews and having my computer working is kinda... essential. I'm not trying to throw a pity party, I just really need to find a way to get this fixed. Please anyone, if you know what I need to say to them exactly to convince them, reply.

 

[mrx16624]

My MBP 2017 15 inch just stopped working. Same issue with screen. Chatted with tech support and they want me to pay $733 to fix. Paid $2500+ tax for this paper weight. What a total waste.

I continued to have road blocks, i went into store prob 4-5 times in total, and was on the phone for hours, and give up for a couple of weeks and try again.

I had both problems with my mac, keyboard fault + flexgate, whether or not that was a combied factor for why they fixed mine for free, ill never know.

check the service program list, (https://support.apple.com/en-gb/service-programs) and see if your mac could also be linked to any one of these known faults. i tested my macbook after isaw the service program for the keyboard issues.

The lady i spoke too was really helpful, although it took months to find her, My suggestion is to keep going, keep calling, be polite, but stern. i prob spent days on the phone with them, and 9 times out of 10 i was a no, but you only need that one yes.

 

[mrx16624]

I have essentially taken the same route that you have but now since its 2022, they are saying that since its been five years since the purchase of the computer, it is no longer covered under the program and no matter how much I explained the financial situation I'm in and that it has no damage that I've ever caused to it, they still wouldn't budge. I'm a computer science college student on my last semester and using my computer with a monitor doesn't really cut it when I need to use it in class. Please, please, please, if anyone is able to point me towards a solution that costs less than 100$ dollars or a way to convince apple to repair it for free. please reach out to me or respond to this discussion post.

And it's so funny, like i 100% understand what's wrong with the computer, explained it to the manager, went into the store and also just sat on the phone with managers, and no matter what, they still wouldn't budge. No matter how much I argued and explained that the 15 inch models are just as susceptible to this issue, they wouldn't believe it but also said that there's "simply nothing we can do about it" I'm applying for jobs and doing interviews and having my computer working is kinda... essential. I'm not trying to throw a pity party, I just really need to find a way to get this fixed. Please anyone, if you know what I need to say to them exactly to convince them, reply.

You've got to keep going, keep calling and calling, i spent one afternoon calling, escalating the call, and get to another supervisor, and get a no, then hang up, and call again.

I dont know where you're from, but i used, and applied alot of weight to consumer law (UK) although it doesn't really fit the requirement as i understand it, i basically bought an item, that ceased to work as it should, through no fault of my own within a 6 year period, i know thats not the correct interpretation of consumer law, but i ran with it.

Apple did provide hints sometimes, even when the avenues were also blocked by another apple employee, for example
Apple on phone - "did you state consumer law to the apple employee in the apple store?",
me - "no i didnt",
Apple on phone - "oh okay..."

So i would then call them back saying i did, to see what they would say, or make another apple appointment and state issue with consumer law etc. i tried everything

i did calculate i more than likely spent more of their time and money on calls, and appointments and it was prob cheaper for them to just give it to me for free, but who knows.

 

[Asriv]

I'm in the same boat as you were earlier. I'm a student whose screen kept turning off randomly when opening the mac past 80 degrees, out of the blue. Now it's so bad that I literally cannot open it past 45 degrees without seeing a totally black screen. I've already been on the phone with them and have even taken it into my local Apple store but they said it would cost me anywhere from $680-$750. I've been forced to plug it into an external monitor to do my assignments and other work. As you can imagine, dragging my monitor into class isn't an option so I'm having a tough time with my classes.

Your story really gives me a lot of hope since this Flexgate issue is Apple's fault, and they should be the one to fix it free of cost, and in your case they did. I'm going to be persistent and continue calling them. Any additional tips you could give me would be invaluable. For example, how many times did you contact them before getting a favorable response? When exactly did you cite consumer law? Did you say anything else specifically that got Apple to help? etc.

Thanks!

 

[Asriv]

Seconding OP's story, though it happened a couple years ago now. 2017 MacBook Pro 13" belonging to my sibling. Webcam ceased to be detected and the display was getting iffy as well. Also originally given a $700-ish estimate.

We just persistently (but politely) escalated four levels up the phone service hierarchy, each time mentioning flexgate by name and making it clear we understood it was a design flaw. And requesting (politely) to be transferred to a manager when met with the likely truthful statement that the current guy couldn't do anything.

It took ages on the phone, but we got a complete display replacement for free. We were definitely very lucky. But I bet you'll have decent odds if you show an understanding of the issue (just "flex cable is too short, fails under regular use" is enough) and be patient but don't back down.

It's shameful that Apple forces the consumer to fight for what should be a recall. But remember that the support guys aren't to blame.

Good luck...

That's a good tip. A lot of the reps (at least at the lower level) are unaware of the issue or act like they don't know! I'll surely try this too.

 

[icanhazmac]

Hats off to Apple on this one.... (exceptional service)

I absolutely would have accepted that and indirectly asked them to do that but I'm not going to complain about the end result. Even if I would have been charged the labor I feel it was fair.

forums.macrumors.com

Similar deal with my now traded 2017 15", if I had to guess they made an exception with mine because I had so many issues with the keyboard over its lifetime and I also had purchased AppleCare.

 

[mrx16624]

I'm in the same boat as you were earlier. I'm a student whose screen kept turning off randomly when opening the mac past 80 degrees, out of the blue. Now it's so bad that I literally cannot open it past 45 degrees without seeing a totally black screen. I've already been on the phone with them and have even taken it into my local Apple store but they said it would cost me anywhere from $680-$750. I've been forced to plug it into an external monitor to do my assignments and other work. As you can imagine, dragging my monitor into class isn't an option so I'm having a tough time with my classes.

Your story really gives me a lot of hope since this Flexgate issue is Apple's fault, and they should be the one to fix it free of cost, and in your case they did. I'm going to be persistent and continue calling them. Any additional tips you could give me would be invaluable. For example, how many times did you contact them before getting a favorable response? When exactly did you cite consumer law? Did you say anything else specifically that got Apple to help? etc.

Thanks!

first off, there was zero strategy, and if there was, i doubt it would have worked.

I didnt know about consumer law, and its possibility to help me until i did more research about it. then again as i said, i may have used it incorrectly.

i went to store first, got told it was going to cost me £600+ i said no, and that's how it remained. i then tried on the phones which is incredibly long winded, and took ages to even get a "no" from them. i recorded down my case id's etc and hung up, then called again, and again and again, knowing it would be at least an hour on the phone, to more than likely get a no.

Also, do look at the apple service programs and see whether or not your mac could possibly have an issue, faulty keyboard? battery? if so, take it in for that repair, say you had flexgate issue and voice your displeasure. i was told in store that my coverage had lapsed by 3 days and they would no fix the keyboard issue. i then spent another 3 hours calling that day for them to all say no.

it was pure chance that i spoke to someone willing to help, i tried to trade in my mac, use it towards a new one etc, but all received a no, or they valued it at £100. i cited consumer law, advised that i had two issues with it, and they said they'd do a one time fix for both for free. but, whether or not it was the fact i had two issues? or that it was the 99th+ call i made to them, ill never no. JUST KEEP CALLING.

state your displeasure in something you spend £0000's on, and how these things have broken without your fault, it was in a case, on my desk, has not been dropped, water damage etc, and ask what they can do to help you. be polite and try and make a rapport with the agent on the phone, treat every call as a brand new call, dont call and say, i was was just on the phone to you and i got a no, but im trying again, call and be fresh, im sure their systems will bring up all the logs.

sorry for the ramble, but im just trying to give you as much help as possible.

JUST KEEP CALLING!

 

[Asriv]

first off, there was zero strategy, and if there was, i doubt it would have worked.

I didnt know about consumer law, and its possibility to help me until i did more research about it. then again as i said, i may have used it incorrectly.

i went to store first, got told it was going to cost me £600+ i said no, and that's how it remained. i then tried on the phones which is incredibly long winded, and took ages to even get a "no" from them. i recorded down my case id's etc and hung up, then called again, and again and again, knowing it would be at least an hour on the phone, to more than likely get a no.

Also, do look at the apple service programs and see whether or not your mac could possibly have an issue, faulty keyboard? battery? if so, take it in for that repair, say you had flexgate issue and voice your displeasure. i was told in store that my coverage had lapsed by 3 days and they would no fix the keyboard issue. i then spent another 3 hours calling that day for them to all say no.

it was pure chance that i spoke to someone willing to help, i tried to trade in my mac, use it towards a new one etc, but all received a no, or they valued it at £100. i cited consumer law, advised that i had two issues with it, and they said they'd do a one time fix for both for free. but, whether or not it was the fact i had two issues? or that it was the 99th+ call i made to them, ill never no. JUST KEEP CALLING.

state your displeasure in something you spend £0000's on, and how these things have broken without your fault, it was in a case, on my desk, has not been dropped, water damage etc, and ask what they can do to help you. be polite and try and make a rapport with the agent on the phone, treat every call as a brand new call, dont call and say, i was was just on the phone to you and i got a no, but im trying again, call and be fresh, im sure their systems will bring up all the logs.

sorry for the ramble, but im just trying to give you as much help as possible.

JUST KEEP CALLING!

Thanks for the insight! I will do some research on consumer law as well and obviously, continue calling. Hoping for the best!

 

[Asriv]

first off, there was zero strategy, and if there was, i doubt it would have worked.

I didnt know about consumer law, and its possibility to help me until i did more research about it. then again as i said, i may have used it incorrectly.

i went to store first, got told it was going to cost me £600+ i said no, and that's how it remained. i then tried on the phones which is incredibly long winded, and took ages to even get a "no" from them. i recorded down my case id's etc and hung up, then called again, and again and again, knowing it would be at least an hour on the phone, to more than likely get a no.

Also, do look at the apple service programs and see whether or not your mac could possibly have an issue, faulty keyboard? battery? if so, take it in for that repair, say you had flexgate issue and voice your displeasure. i was told in store that my coverage had lapsed by 3 days and they would no fix the keyboard issue. i then spent another 3 hours calling that day for them to all say no.

it was pure chance that i spoke to someone willing to help, i tried to trade in my mac, use it towards a new one etc, but all received a no, or they valued it at £100. i cited consumer law, advised that i had two issues with it, and they said they'd do a one time fix for both for free. but, whether or not it was the fact i had two issues? or that it was the 99th+ call i made to them, ill never no. JUST KEEP CALLING.

state your displeasure in something you spend £0000's on, and how these things have broken without your fault, it was in a case, on my desk, has not been dropped, water damage etc, and ask what they can do to help you. be polite and try and make a rapport with the agent on the phone, treat every call as a brand new call, dont call and say, i was was just on the phone to you and i got a no, but im trying again, call and be fresh, im sure their systems will bring up all the logs.

sorry for the ramble, but im just trying to give you as much help as possible.

JUST KEEP CALLING!

Happy to say that Apple has repaired my computer free of charge (after numerous phone calls). Everything is working well now Thank God. Hopefully, it stays that way! Thanks for your help.

 

[mrx16624]

Happy to say that Apple has repaired my computer free of charge (after numerous phone calls). Everything is working well now Thank God. Hopefully, it stays that way! Thanks for your help.

incredible news, did you do anything differently? or just continue to call?

 

[Asriv]

incredible news, did you do anything differently? or just continue to call?

Just kept calling and demonstrated a knowledge of the issue. They were difficult but in the end, it worked out.

 

[MilaM]

I'm very happy for you that you got the issue resolved. It's really a shame how Apple is dragging it's feet on the issue.

Last week my brother told me, that the screen on his 2017 MacBook Pro 13 inch failed exactly in the way described here. Seems to be a classic case of Flexgate. He got quotes from two authorized repair shops for a screen repair/replacement, but the cost was prohibitive.

Do you guys see a chance to get better service trough an original Apple Store? Or should he try the Apple Support hotline instead?

I was also wondering if Apple gives discounts on new MacBooks when you "trade in" a MacBook with a broken screen?

 

[mrx16624]

I'm very happy for you that you got the issue resolved. It's really a shame how Apple is dragging it's feet on the issue.

Last week my brother told me, that the screen on his 2017 MacBook Pro 13 inch failed exactly in the way described here. Seems to be a classic case of Flexgate. He got quotes from two authorized repair shops for a screen repair/replacement, but the cost was prohibitive.

Do you guys see a chance to get better service trough an original Apple Store? Or should he try the Apple Support hotline instead?

I was also wondering if Apple gives discounts on new MacBooks when you "trade in" a MacBook with a broken screen?

In my experience, apple stores didnt help at all, felt as though they didnt have authority at all, hotline was the best, and something you could continue to do everywhere, rather than wasting a day/journey to just get a simple "no"

I also asked about trading in for a new macbook (seeing as they could fix it for peanuts) they said they'd give be £100 (one hundred) towards any apple product. which i felt was insulting.

 

[MilaM]

Thank you for your reply. Your experience regarding trade-ins is discouraging. £100 is really a very bad offer and it's a shame Apple employees don't have more leeway finding reasonable solutions for customers.

I might try never the less. The Apple store is not far away from where I live.

 

[mrx16624]

Thank you for your reply. Your experience regarding trade-ins is discouraging. £100 is really a very bad offer and it's a shame Apple employees don't have more leeway finding reasonable solutions for customers.

I might try never the less. The Apple store is not far away from where I live.

I just found it was a waste of time everytime i went in, as i had to make an appointment, and no one seemed to have any real control. whereas over the phone i could be transfered or get a call back from the comfort of the sofa.

keep trying, you'll get there.

 

[midagio]

Just kept calling and demonstrated a knowledge of the issue. They were difficult but in the end, it worked out.

I have the exact same issue in both my wife and my Macbook pro 15 2016 and I am desperate as we spent almost 6000€ for the 2 laptops, needing 3 years to pay for them, they insist in charging us a huge amount for the repairs. Could you give me your ID case please? I can use it as an example that they can solve it if they want!

 

[midagio]

So. long story.

flexgate in Feb this year got me. screen was black simple as that. spoke to apple (at the time I was unaware of the flexgate issues) to which they stated it would be 750 to fix, shocked i rejected it and came home. assumed like everyone i could fix it myself, 3rd party or something but no.

I'd say i've been contact in with apple one way or another every 2 week since then.

I've been into my local apple store 3 times, (1hr there and back) numerous online chats, calls, and emails, all saying they could help, but always ends up the same way saying the cannot do anything to the price, cannot reduce cost of repair, cannot help in anyway.

which brings me onto my next phase, although my screen is black, it worked just fine with an external monitor, so thats how i used it, but my MBP keyboard had been acting up, noticing a apple service program for it, i made an appointment and went into my local store again, to be told that the service program for me had expired around 15 days prior and i would not be included in this service program. they stated they could do both repairs for 1400, and if i paid for both repairs, they'd knock off 90 for me (so thoughtful) i rejected that offer, and even after more heated discussions with the genius (asking for store credit, trade in, as many other options as i could) i went home.

defeated, i looked into the issue more, and more importantly into consumer law. i've read so many articles on using this as a reason for a replacement etc, but no one seemed to get anything out of it. I spoke to an apple agent on chat stating due to flexgate was a fundamental fault with apple so i should be entitled to a full device replacement or refund, i was told he could not do that for me, but transfered me to an an agent on the phone. i stated that consumer law covers the purchaser of the item where there has been an known issue with the item since release, i argued that the MBP had never been dropped, exposed to water, or indeed even left its protective case or from my desk, so i find it very difficult to believe that something i did caused the flexgate issue. i was then put on hold.

on hold for nearly 20mins, thinking the same outcome was coming back to me, but the agent came back and said "this is what we can do in this scenario, we can offer a one time fix for your issues at no cost" i couldn't believe it, after some the agent filled out some forms on her end, it was arranged for my MBP to be collected, and it was repaired within the week, at no charge.

There are thousands of you in the same position as i was, if you want to chat, ill help as much as i can. persistence is key, and i believe consumer law is a huge factor to this too, which im happy to discuss further if anyone wants to.

I have the exact same issue in both my wife and my Macbook pro 15 2016 and I am desperate as we spent almost 6000€ for the 2 laptops, needing 3 years to pay for them, they insist in charging us a huge amount for the repairs. Could you give me your ID case please? I can use it as an example that they can solve it if they want!

 

[mrx16624]

I have the exact same issue in both my wife and my Macbook pro 15 2016 and I am desperate as we spent almost 6000€ for the 2 laptops, needing 3 years to pay for them, they insist in charging us a huge amount for the repairs. Could you give me your ID case please? I can use it as an example that they can solve it if they want!

Wish i could, but i dont have a reference ID for the case, i tried to get one when i eventually got the free repair, but the agent wouldn't give me one, probably for this very reason, and she wouldn't confirm it in writing that it was free/or agreed no charge.

keep calling, keep arguging your case, someone will listen and help at some point.

 

[annoyedapple]

I experienced keyboard issues and a complete screen failure due to flex gate on my 2017 MBP back in 2020. Thankfully, my significant other had a 2015 MBP that I have continued to use. This model is a rock and I will pay to repair it in the future versus buying anything new, seeing as how Apple's customer service and quality of its products continues to decline.

Since Apple won't accept MBP's with screen failure for any trade in value, who or where will give me at least a couple hundred bucks for it?