Apple India — Illegal practices for classifying as physical damages

Address: 2, 7A Cross, Sankalpa Layout, Khane road, Kalkere, Horamavu, Near A J Sankalpa Orchid apartments

My Mobile: [protected]
Name: Shana Priyadarsh
Date of Incident: 12 Sep

FULL DESCRIPTION OF INCIDENT

I have a New MacBook Pro 14” (Under Limited Warranty) which has developed an internal crack on the display without any damage on external display glass or aluminium case. Apple authorised service centre called it as a physical damage without providing any evidence or justification.

There should be a clear policy set up to make demarcation between physical damages and product defects. I genuinely consider this as a product defect rather than a case of accidental damage, as the device was never mishandled in any sort and I am also concerned on my future purchases from Apple, as there is no clear Policy on Physical/Accidental damages vs Product defects.

I raised the below case details with Apple support and had it further escalated and received no support from as well.

It is not my intention to take any legal action and exercise my right here, but I would be forced to take legal action if Apple do not support me in this case as this is a genuine case of a product defect and I need it to be resolved amicably and is a matter of justice.

DETAILS OF THE CASE FOR REFERENCE

MY CONCERN:

My new MacBook Pro display started developing an internal crack though there is no crack on the external glass or dents on the laptop. The device did not have an accidental fall or neither it was mishandled.

After taking it to Apple Authorised Service centre here in India, Bangalore, they have classified it as a Physical damage thereby calling it as accidental damage that cannot be covered under warranty. There is no justification provided as to how one person can break an internal display, without cracking the external glass or causing damage the aluminium casing behind the display or any signs that the Mac underwent a fall showing signs of dents or mark to any part of the device or neither opening the device in any ways

I confirm that this is purely a product defect OR the least Apple should have a clear policy on how internal display cracks can be classified as a Physical damage without calling all cracked displays as a fault of customer. (There is clear evidence for watermarks, Case being opened, but not for display cracks)

MY EXPECTATION FROM APPLE

1. Study if this is genuinely a product defect: I want Apple to research and review to see if there is indeed a Product defect in the manufacturing that is leading MacBook Pro displays to start developing internal cracks, and the causes behind it

2. Provide me a valid justification for calling this defect as a physical damage caused by consumer: There is no justification I can think of and I genuinely want Apple to justify or provide me the policy that they followed here on how an internal display can be cracked without breaking the external glass as I believe glass does not bend and hence you cannot press the front display to break it or neither by showing any bend on the external display or to any other part of the device showing signs of a fall or brute force applied. So how can a consumer break an internal glass.

3. Provide replacement for my damaged display, in case Apple finds no justification after proper review that this is caused by consumer.
Acknowledge that there is a product defect in the new MacBook Pro M1 Pro Line up, in case there is one.

References

Apple Authorised Service Center Ticket:[protected]

Apple escalation ticket number:[protected]

Affected Product: MacBook Pro (14-inch, 2021)

Issue: Vertical lines

Serial Number: FX47FNP0C4