Apple India — Quality Defect in Web Cam-MacBook Air (Retina, 13-inch, 2020)

Dear Sir/ Madam,

I have purchased my first Apple Product of my life MacBook Air (Retina, 13-inch, 2020) from my savings. This to bring to your notice that I’m facing issue with the camera of MacBook Air (Retina, 13-inch, 2020), Serial no-FVFD1ZYKMNHP. As per customer service diagnosis this model is defective and therefore producing blur image since date of purchase.

To elaborate, the image of web camera is blurred and gives a very bad experience while doing online video conferencing(Zoom, Google meet, Microsoft Teams, Skype).I’ve raised this issue multiple times through apple support chat where after investing so much time with Ms Razia, Ms Lauren etc (troubleshooting steps of checking Web cam working performed), there was no resolution.

Furthermore, Apple technical executive(Ms Sakshi) over call has accepted that this is the model issue in this Mac-2020 Intel Core Processor model and our Apple Engineers are working on towards fixing it with no specific time frame provided.(According to her it may take 6 months or more).In addition, she told that software Big Sur-11.4 update will fix it. However, I’ve updated that but there is no improvement in my camera resolution. Also, I’ve checked using official Apple applications-Face-Time and Photo Booth, quality is not up to the mark on both. I have sent few images during diagnosis to the support team, which you can track through Case ID.

Moreover, I visited Apple Authorised Service Provider – FutureWorld Dwarka, New Delhi. Shop no – 165/166, Vegas Mall, Sector 14, Dwarka 110075, New Delhi.
After final diagnostic, they told that on using third party applications such as Zoom, Google meet, image quality will be low and would be better while using Photo Booth. So on comparison we found out results are 90% same. Post that they called senior Apple official, and he self admitted that there is Quality defect in this model. . He compared my Mac Book Air with newly launched Mac book having M1 chip and Mac Book-2017 model. We found there was drastic difference in Image quality. The image was worse than VGA camera in low light. And in high light, its improved little but still bad than a normal camera.

I’m a student and this is majorly impacting my studies. Therefore its my sincere request to either replace my product or provide me an upgrade to different model. I am ready to pay the balance amount. But, I cannot sustain with this model in this tough time of Covid-Pandemic where everything is online, and my basic purpose of buying Mac is un-fulfilled, as I can’t use it for online meetings and classes.

Looking forward for hearing a favourable response from you at the earliest.

Thank you.

Best Regards,
Aditya Goyal
Contact No - [protected]
Case No[protected]
Serial no-FVFD1ZYKMNHP