Macbook air came scratched out of the box

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Level 1

11 points

Macbook air came scratched out of the box

Hello everyone,

I recently bought my first new macbook air and after opening and activating it, I've noticed two tiny scratches near the trackpad. I spoke to the retail store and they won't return it back because I've activated the international warranty (that was the reason they specified). They also said that my warranty does not cover cosmetic damage. The box was unopened and clearly the damage was not from transportation. I would expect damage on the lid or the screen if it was due to transportation, so this is clearly factory made mistake. But what if it was a larger scratch or a dent?

I've also contacted the apple support and they referred me to a senior advisor. The advisor said that there is nothing that she can do. Not even offer some small compensation for the ordeal I went through (Just for the record I did not use the notebook for 10 days in case I have to return it back in it's original condition. My old laptop is broken). Maybe I was wrong for expecting too much from the support as well.

I just want to express my disappointment here because I've paid 1100$ for the M1 version and my expectation was that Apple quality control is top notch and cosmetic scratches will never happen. I've bought few cheap laptops in the past with half the price of the macbook air and they never came with cosmetic damage. Even though the scratch is not large, I like to take care of my electronics and I have gadgets that are 10 years old but in mint condition. Therefore, in future I might never buy an apple product again.

MacBook Air 13″

Posted on Jan 6, 2023 06:48 AM

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Answer 1

Top-ranking reply

babowa

Level 9

78,550 points

Jan 6, 2023 09:36 AM in response to appropriate9

Yes they are; here is a link to the terms:

Apple Support Communities Use Agreement - Apple Community

I can not put a sticker because the display can get cracked because of the tight space between the screen and the palm rest.

Who would put a sticker on a fragile part of an expensive electronic device? I certainly would not even consider it. Todays' devices are not like the old 50 lb CRT boxes.

So what solution do you propose?

I am another customer and end user. I have no solution except I treat my devices like the fragile and sensitive equipment they are: very carefully.

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Answer 2

appropriate9 Author

Level 1

11 points

Jan 6, 2023 09:05 AM in response to BobTheFisherman

There is no Apple store in my country, I did contact advisor from the US. There is only an official repair shop, I did contact them and they say that they can't do anything.

I find it funny that there is no specific community forum here where people can leave feedback and share experiences about apple products. Their feedback form is private and they don't guarantee that they will respond. For example, what will happen if hypothetically many of the macbook airs came with a common defect that many people have experienced and apple never reads the forums? Also, there is no way of keeping them accountable for their errors. If many people complain here, it would make a difference.

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Answer 3

babowa

Level 9

78,550 points

Jan 6, 2023 09:07 AM in response to appropriate9

You are hoping these forums are something they are not; these forums are for technical questions/answers, not complaints. That is specifically mentioned in the terms. We are also not allowed to discuss or speculate about Apple policies.

You would need to discuss this with the store you bought it from - they have their own rules and Apple cannot dictate those to them.

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Answer 4

appropriate9 Author

Level 1

11 points

Jan 6, 2023 09:51 AM in response to appropriate9

I've already contacted Apple, I've mentioned this.

I did not say putting the sticker on the display but on the palmrest. The scratch is on the palmrest. I was referring to this: Using a camera cover, palm rest, or keyboard cover on a Mac notebook - Apple Support

Anyway, thanks for your concerns and if this thread does not fit in with the TOS please delete it. I will just sell my macbook air and will never touch an Apple product again.

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Answer 5

Jan 6, 2023 10:08 AM in response to appropriate9

appropriate9 wrote:

I've already contacted Apple, I've mentioned this.

I did not say putting the sticker on the display but on the palmrest. The scratch is on the palmrest. I was referring to this: Using a camera cover, palm rest, or keyboard cover on a Mac notebook - Apple Support

Anyway, thanks for your concerns and if this thread does not fit in with the TOS please delete it. I will just sell my macbook air and will never touch an Apple product again.

That is your choice.

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Answer 6

Jan 6, 2023 08:03 AM in response to appropriate9

We are users like you. Apple will not see your post. We have no idea where in the world you are or who you bought the computer from. You mention a store. Depending where you are, you may have 14 days from the purchase date to return the computer for any reason. The store you purchased from may also have a return policy.

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Answer 7

appropriate9 Author

Level 1

11 points

Jan 6, 2023 08:17 AM in response to BobTheFisherman

In my country there exists a law that allows customers to return the product if the product was not used and it's preserved in the original condition. In my case they might argue that the product was used because the warranty is already actived. So, I am not sure if I can gain anything by complaining to the commission that protects consumers and I might have to wait 2 weeks for response.

I understand that this forum is just for users but still I was hoping that maybe someone from Apple can see this or someone can tell me at what department in Apple I can complain.

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Answer 8

appropriate9 Author

Level 1

11 points

Jan 6, 2023 09:26 AM in response to babowa

Are the forums specifically for technical questions? I thought that you can discuss apple products as well without a specific question.

Apple can not dictate them? How about improving quality control so that customers don't have to go through these ordeals? I can not even put a tiny dot of paint to cover the scratch since the aluminium oxidizes and than the scratch will be visible even more after some time. I can not put a sticker because the display can get cracked because of the tight space between the screen and the palm rest. So what solution do you propose?

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Answer 9

Jan 6, 2023 09:33 AM in response to appropriate9

appropriate9 wrote:

Are the forums specifically for technical questions? I thought that you can discuss apple products as well without a specific question.

Apple can not dictate them? How about improving quality control so that customers don't have to go through these ordeals? I can not even put a tiny dot of paint to cover the scratch since the aluminium oxidizes and than the scratch will be visible even more after some time. I can not put a sticker because the display can get cracked because of the tight space between the screen and the palm rest. So what solution do you propose?

You have been advised to contact local Apple services.

I suggest you live with the scratch as long as it is not affecting the operation of the computer.

If you can not live with the scratch, trade in your Mac for a new one then follow up with Apple to reach a solution acceptable to you.

Read the TOU for these communities. We are users. This is a technical user-to-user support community.

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