Longtime Mac user, first time poster.

Had a nasty surprise when I opened my Macbook Pro the other day, nice crack throughout the glass that has now spread to many cracks. It's never been dropped, abused, or damaged in any way. The Macbook which is two years old looks brand new aside from the cracked glass. Apple store and Apple customer service are declining to cover it under my Applecare. Has anyone managed to get them to cover something like this? Apple is quoting me $550 to replace the whole LCD assembly, when it's just the glass that is damaged

Anyone have experience paying someone in the Toronto area to replace the glass? What was your cost?

Thanks!

I recently had a 13" MBP glass replaced with this person, he was polite, quick, and cleaned everything and I am very happy with the results.

Macbook pro replace screen($140), glass($80) - City of Toronto Computers For Sale - Kijiji City of Toronto Canada. (http://toronto.kijiji.ca/c-buy-and-sell-computers-Macbook-pro-replace-screen-140-glass-80-W0QQAdIdZ393147440)

Your post is a bit ambiguous, what MacBook Pro (year, size, etc...)?

Your post is a bit ambiguous, what MacBook Pro (year, size, etc...)?

Forgot to mention that. Mid 2009 Macbook Pro 15" 2.53ghz, covered under Applecare until April 2013

I recently had a 13" MBP glass replaced with this person, he was polite, quick, and cleaned everything and I am very happy with the results.

Macbook pro replace screen($140), glass($80) - City of Toronto Computers For Sale - Kijiji City of Toronto Canada. (http://toronto.kijiji.ca/c-buy-and-sell-computers-Macbook-pro-replace-screen-140-glass-80-W0QQAdIdZ393147440)

Thanks for the link, that's an excellent price.

What concerns me is possibly voiding my Applecare warranty by having someone else replace the glass.

What concerns me is possibly voiding my Applecare warranty by having someone else replace the glass.

then why ask?

then why ask?

Trying to figure out my options.

Don't know if an Apple certified repair agent would be able to replace just the glass without voiding the warranty

Trying to figure out my options

then call apple and ask what they think

then call apple and ask what they think

I've already been to the Apple store in Yorkdale and called Apple customer service, trying to see what other peoples' experiences are in this situation.

ahh, mine was not under warranty, so couldn't say, you'll have to wait for others to chime in

I've already been to the Apple store in Yorkdale and called Apple customer service, trying to see what other peoples' experiences are in this situation.

If a certified tech replaces the part with an Apple OEM part, you should not have any warranty issues with the remainder of the computer.

If a certified tech replaces the part with an Apple OEM part, you should not have any warranty issues with the remainder of the computer.

So then the question becomes is just the glass available, or does it have be the whole screen?

The Apple store priced me out a whole screen

So then the question becomes is just the glass available, or does it have be the whole screen?

The Apple store priced me out a whole screen

As far as I'm aware, the display is replaced as a unit. Lars or another tech would know for sure.

it is much easier to replace the unit as a whole than to try and remove the glass from it. There is the possibility of damage to the lcd, the possibility of dust or whatever trapped between the new glass and the lcd and it is easier to perform when the top unit is removed as a whole from the base anyway.

As far as Apple certified repairs go, the display assembly is a single unit.

There's no aftermarket route that won't void your warranty. In fact, if you went to the Apple Store, they have likely recorded accidental damage against the unit.

theres your answer

As far as Apple certified repairs go, the display assembly is a single unit.

There's no aftermarket route that won't void your warranty. In fact, if you went to the Apple Store, they have likely recorded accidental damage against the unit.

That's sucky.

So I wonder, has anyone been able to get a cracked glass covered under warranty?

That's sucky.

So I wonder, has anyone been able to get a cracked glass covered under warranty?

Yes, I've replaced a number of display assemblies with cracked glass under warranty where it has been deemed that the glass cracked as a result of a defect not mishandling.

I'd press apple on this. If you dont get the result you want, go with the aftermarket guy. Apple will likely never know the difference as they will never crack open the screen anyway. The glass is actually pretty easy to replace. A little heat and it peels right off, and the new glass is fastened with two sided tape.

then why ask?

Why not ask? :confused: It's a Mac forum, that's what people do here! :)

I'd press apple on this. If you dont get the result you want, go with the aftermarket guy. Apple will likely never know the difference as they will never crack open the screen anyway. The glass is actually pretty easy to replace. A little heat and it peels right off, and the new glass is fastened with two sided tape.

It's very easy to replace. I've done it a number of times, packing tape and a heat gun or hair dryer are all that's needed. If the OP has gone to an Apple Store with the unit, it's most likely they have recorded the cracked screen against the serial number; any future service would be able to see the cracked screen in the system, see that there is no longer a cracked screen on the unit and that there is no corresponding service to replace the display assembly, hence, the display (or glass in this case) was not an authorized replacement.

To the OP,

Call Apple Customer Service, and request Apple Customer Relations/Retention. They can make mountains moved. Heck, I got a new MBP out of them 5 years ago.

Try it...nothing to lose but your time.

It's very easy to replace. I've done it a number of times, packing tape and a heat gun or hair dryer are all that's needed. If the OP has gone to an Apple Store with the unit, it's most likely they have recorded the cracked screen against the serial number; any future service would be able to see the cracked screen in the system, see that there is no longer a cracked screen on the unit and that there is no corresponding service to replace the display assembly, hence, the display (or glass in this case) was not an authorized replacement.

You are giving them too much credit. He won't have a problem. Besides, on a late 2009 he can't have that much applecare left anyway.

To the OP,

Call Apple Customer Service, and request Apple Customer Relations/Retention. They can make mountains moved. Heck, I got a new MBP out of them 5 years ago.

Try it...nothing to lose but your time.

I'll tell you guys a little secret. Service people are not allowed to hang up on you, so provided you are polite (but be firm), just keep asking to speak with a more senior person, and keep talking. They will in most cases get tired of dealing with you and authorize the repair. It may take an hour or two, but be committed and you'll get what you want.

I'll tell you guys a little secret. Service people are not allowed to hang up on you, so provided you are polite (but be firm), just keep asking to speak with a more senior person, and keep talking. They will in most cases get tired of dealing with you and authorize the repair. It may take an hour or two, but be committed and you'll get what you want.

That's pretty much what I did when I got a 2007 MBP logic board replaced, 4 months out of applecare.

You can try another or a few Apple Stores. Numerous people including me had their MacBook fixed after AppleCare had expired. With me, one store was more willing to fix free the MacBook than another Apple store.

You can try another or a few Apple Stores. Numerous people including me had their MacBook fixed after AppleCare had expired. With me, one store was more willing to fix free the MacBook than another Apple store.

This is the plan, unfortunately I work stupid hours so it's hard for me to get to an Apple store. I would have caused a fuss when I went in the first time, but they were swamped and I felt bad for the guy.

I've experienced different service levels at different Apple stores before. Back when I had my iPhone 4 under regular warranty, Apple store in Hillcrest refused to replace the home button that didn't have a tactile click. It worked, you just couldn't feel it. I had to force the Genius rep to compare it to all the other iphones on display as well as his own to show that it wasn't normal. Only then did he begrugingly replace it.

This is the plan, unfortunately I work stupid hours so it's hard for me to get to an Apple store. I would have caused a fuss when I went in the first time, but they were swamped and I felt bad for the guy.

I've experienced different service levels at different Apple stores before. Back when I had my iPhone 4 under regular warranty, Apple store in Hillcrest refused to replace the home button that didn't have a tactile click. It worked, you just couldn't feel it. I had to force the Genius rep to compare it to all the other iphones on display as well as his own to show that it wasn't normal. Only then did he begrugingly replace it.

Don't waste your time going to the Apple Store. Call Apple Canada and keep going up the CS support line until you get a CS code, then take it to the AASP of your choice (closer than an Apple Store?)...

Don't waste your time going to the Apple Store. Call Apple Canada and keep going up the CS support line until you get a CS code, then take it to the AASP of your choice (closer than an Apple Store?)...

Yep, that's the only way to do it, why run around? Deal with them one on one and work your way up until you hear an ok we'll do it.

Don't waste your time going to the Apple Store. Call Apple Canada and keep going up the CS support line until you get a CS code, then take it to the AASP of your choice (closer than an Apple Store?)...

This was good advice, thank you. Called them back and pressed the issue. Got escalated to customer relations and they authorized the screen replacement without any fuss. Strangely they can't order an Apple store to replace it so I'll have to get it done through an AASP. The rep will call me back tomorrow to finalize the details.

Thanks again

Strangely they can't order an Apple store to replace it so I'll have to get it done through an AASP.

It's likely because the Apple Stores are owned and operated by Apple US and are completely seperate and have no relationship with Apple Canada.