15inch Flexgate repair done for free by Apple

[Sanpete]

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.

You could have had it repaired for free, but whatever.

 

[mrx16624]

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?

Best bet is ebay, but even then the majority of consumers will know the flexgate issue and wont buy that model anymore, Apple will give you £100 for it, apart from that you can strip it down for parts maybe?

but if you've got the energy keep going on the customer service route and push for a replacement, seeing as you have both issue it will help your case.

 

[annoyedapple]

You could have had it repaired for free, but whatever.

I called multiple times after it happened. Called again last night and got the same answer every time, the serial number in not apart of the series that qualifies for the free repair program. Thanks for your genuine concern.

 

[Sanpete]

I called multiple times after it happened. Called again last night and got the same answer every time, the serial number in not apart of the series that qualifies for the free repair program. Thanks for your genuine concern.

It isn't now. You have to do it within four years of purchase. In 2020 it was eligible.

 

[annoyedapple]

It isn't now. You have to do it within four years of purchase. In 2020 it was eligible.

I literally called them 10 times in June of 2020 right after it happened (two weeks before my board exam) and got the same answer of no. They aren't budging.

 

[mrx16624]

I literally called them 10 times in June of 2020 right after it happened (two weeks before my board exam) and got the same answer of no. They aren't budging.

You say this, but i got a positive result, ask to speak to someone higher up, explain both your keyvboard and screen have broken and how this isnt your fault. keep calling honestly, i know it takes alot of time, and is frustrating but you will get a positive result at some point.

The fact youve got two issues is huge, you can use that to your advance 100%!

 

[bedrich.schindler]

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.

@mrx16624 First, I would like to thank you for sharing your story with us. Hope it would help other people with dealing the issue.

Do you think you can share with us ID of the case/problem/ticket on Apple Support (or how it is called) or any other document? It would be helpful if we could say to Apple Support the ID of the case so they can see that the same problem was resolved free of charge.

 

[Kacz26]

Soooo long story short, I was having issues with my AirPod Pro's, and they replaced them under some program they have for warranty. The woman I spoke with was extremely pleasant and helpful, so--- having called and spoke to people about my 2016 MacBook Pro (Flexgate issue), even went to the Apple Store. Well, this woman helped me escalate this issue and I ended up talking to an amazing guy named Daniel. He also offered me a "one time exception". I purchased it in early 2017, so- he did say it wouldn't usually qualify because it's so far out.

But- all this said, I would like to give a little gem of info I was provided. He did say that "Apple has a timeline for its products and what it expects the products life to extend to until this may go wrong". He then went on to explain that for my MacBook Pro this timeframe is 7 years from the date purchased, and if you complain about it as a "manufacturer quality issue, and as long as there is no physical or liquid damage, can try to get it replaced within that allotted time".


Hope this helps!

 

[DavidChoux]

Is this in the US?

I'm in the UK (have been for a while now). What's the relevant law I could cite here? Been trying to get my 2016 MBP camera fixed for a while. This is my second round of flexgate. Last one was a couple of years ago. Camera went first and then the screen. Got it replaced for free under the repair program.

 

[Kacz26]

Yes, this was in the US. I believe it's just a company policy. Apple stands behind their products, and especially for loyal customers, will work to address it. Though- that said, it can be frustrating. Quality- is a concern if it falls within that "7 years", the owner didn't do anything to cause damage, and there are threads with 100's if not 1000's complaining about the same issue. My key advice, be calm... be patient, always ask for things to be documented, use buzz words like "quality" and "within 7 years of purchase". Hopefully you get better results, if not- always always ask to "escalate the issue" until you get the results you can accept, be happy with, or even compromise for a "one time exception". Hang in there, and good luck!

 

[Flofdz]

Yes, this was in the US. I believe it's just a company policy. Apple stands behind their products, and especially for loyal customers, will work to address it. Though- that said, it can be frustrating. Quality- is a concern if it falls within that "7 years", the owner didn't do anything to cause damage, and there are threads with 100's if not 1000's complaining about the same issue. My key advice, be calm... be patient, always ask for things to be documented, use buzz words like "quality" and "within 7 years of purchase". Hopefully you get better results, if not- always always ask to "escalate the issue" until you get the results you can accept, be happy with, or even compromise for a "one time exception". Hang in there, and good luck!

Soooo long story short, I was having issues with my AirPod Pro's, and they replaced them under some program they have for warranty. The woman I spoke with was extremely pleasant and helpful, so--- having called and spoke to people about my 2016 MacBook Pro (Flexgate issue), even went to the Apple Store. Well, this woman helped me escalate this issue and I ended up talking to an amazing guy named Daniel. He also offered me a "one time exception". I purchased it in early 2017, so- he did say it wouldn't usually qualify because it's so far out.

But- all this said, I would like to give a little gem of info I was provided. He did say that "Apple has a timeline for its products and what it expects the products life to extend to until this may go wrong". He then went on to explain that for my MacBook Pro this timeframe is 7 years from the date purchased, and if you complain about it as a "manufacturer quality issue, and as long as there is no physical or liquid damage, can try to get it replaced within that allotted time".


Hope this helps!

Hello. I'm from Spain. Here they said me that if I could get a number of case or Reparation maybe I can get a solution. Please, do you have your number of Reparation or something like that? The worker who speaked with me really wanted to help me and scaled the case to the engineering departament.

Please help with something what proves that Apple is repairing this for free.

 

[Peege2308]

I've had a frustrating experience with my local Apple store (I am based in Singapore) over the last 2 weeks on this issue. I have a 2016 MBP, 13" rather than 15", purchased in May 2017, and found completely out of the blue that my screen was blank.

I took it into the store last week and the chap (who was very helpful) took the machine away and 10 mins came back later and confirmed it was a display issue. I took him for his word, as I didn't think I had any reason to think otherwise. I was quoted around USD600 for a replacement screen but he recommended to not go ahead and consider a new machine instead. I thanked him for his service and pondered on what to do.

As I was backing up my MBP this week, I noticed that when I first opened the lid the screen was actually on. 30 mins of research and I learnt all about Flexgate and that there was a repair program to get it fixed for free. I did note, however, that it had expired but hoped from the experience of some folks in this thread that the store would do me a favour and fix it anyway.

I went back to the store today and was promptly informed that my MBP is now considered vintage - something I knew about from reading articles this week - but because of that, there are no parts left and so they cannot do a repair. The lady was very nice and polite and despite me pressing for around 15 mins with the usual - loyal customer, disappointed that my MBP has failed due to an Apple defect after just over 5 years, expensive purchase etc. etc. - I got nothing.

Thankfully, I have a local repair shop that knows all about this issue and can repair it for USD200 by soldering a cable extension on - but i'm not sure how long it will last. But if it gets me another 6-12 months use, I will be happy while I decide on what to buy next.

I will write another message on this thread to update on how the repair goes.

 

[Kacz26]

Hello. I'm from Spain. Here they said me that if I could get a number of case or Reparation maybe I can get a solution. Please, do you have your number of Reparation or something like that? The worker who speaked with me really wanted to help me and scaled the case to the engineering departament.

Please help with something what proves that Apple is repairing this for free.

I am not sure what that is. I just called Apple support directly. I am not honestly not sure how things differ in Europe

 

[Kacz26]

I've had a frustrating experience with my local Apple store (I am based in Singapore) over the last 2 weeks on this issue. I have a 2016 MBP, 13" rather than 15", purchased in May 2017, and found completely out of the blue that my screen was blank.

I took it into the store last week and the chap (who was very helpful) took the machine away and 10 mins came back later and confirmed it was a display issue. I took him for his word, as I didn't think I had any reason to think otherwise. I was quoted around USD600 for a replacement screen but he recommended to not go ahead and consider a new machine instead. I thanked him for his service and pondered on what to do.

As I was backing up my MBP this week, I noticed that when I first opened the lid the screen was actually on. 30 mins of research and I learnt all about Flexgate and that there was a repair program to get it fixed for free. I did note, however, that it had expired but hoped from the experience of some folks in this thread that the store would do me a favour and fix it anyway.

I went back to the store today and was promptly informed that my MBP is now considered vintage - something I knew about from reading articles this week - but because of that, there are no parts left and so they cannot do a repair. The lady was very nice and polite and despite me pressing for around 15 mins with the usual - loyal customer, disappointed that my MBP has failed due to an Apple defect after just over 5 years, expensive purchase etc. etc. - I got nothing.

Thankfully, I have a local repair shop that knows all about this issue and can repair it for USD200 by soldering a cable extension on - but i'm not sure how long it will last. But if it gets me another 6-12 months use, I will be happy while I decide on what to buy next.

I will write another message on this thread to update on how the repair goes.

Yes. I do recall them saying "i made it just in time", this being due to the 2016's running end of life within the following week of me taking in my MacBook. I apologize, I did forget to mention this... could be a deal breaker :-(

I would still try to push for a "one time" service exemption if you have never had one before. Good luck.

 

[MilaM]

Thankfully, I have a local repair shop that knows all about this issue and can repair it for USD200 by soldering a cable extension on - but i'm not sure how long it will last. But if it gets me another 6-12 months use, I will be happy while I decide on what to buy next.

Could you post how the 3rd-party repair went? I have a machine with the flexcable problem and it would be great to give it some more life, even if it's only for a couple of years. I think it makes sense for a MacBook that is only used at home and not on the go.