or Connect
AppleInsider › Forums › Mobile › iPhone › Leaked Apple dead pixel policy allows two for iPad, none for iPhone
New Posts  All Forums:Forum Nav:

Leaked Apple dead pixel policy allows two for iPad, none for iPhone

post #1 of 34
Thread Starter 
Apple's official internal policy on replacing devices with dead LCD pixels leaked this week, revealing that the company will replace an iPhone if it has just one dead pixel, while an iPad must have at least three to qualify.

The internal Apple document, leaked by Boy Genius Report, reveals the loose guidelines employees must follow when a customer attempts to return a device with bad pixels on its display. Just one dead pixel is good enough for a replacement on a device with a screen size of between 1 inch and 3.5 inches.

Apple's 9.7-inch iPad display must have three or more dead pixels for the unit to qualify for a replacement. Things get a bit more complicated with larger screens -- including laptops, iMacs and the company's Cinema Display -- as a distinction is made between "bright" and "dark" faulty pixels.

Apple Store Geniuses are, however, given some leeway. The internal document states that authorized service providers must explain to the customer that they can replace the product, but that replacement may have even more dead pixels or other issues. Apple will not replace the product again if the replacement product is within the written guidelines.

Members of Apple's retail team also contacted TUAW to clarify the company's policy even further:

"If you ask for a first replacement product due to bad pixels, you should always get it, with no arguments and no restock charges (if this isn't your first experience, ask to discuss it with a supervisor)," the report said. "However, if the replacement unit is still within spec -- which for anything other than an iPhone or iPod touch, may mean more pixels depending on how bad the first unit was -- a second replacement is ruled out."



Dead pixels are a somewhat common occurrence on LCD displays. They can stand out as either a dark or light spot on a screen on any of Apple's products with displays.

A number of confidential internal support documents from Apple leaked this week, including one that revealed that the company is working on a software fix for issues with its new thin-and-light MacBook Air notebooks. Some users have experienced display issues, including horizontal screen flickering and fading.
post #2 of 34
Weird, in that if a pixel was out on an iPhone 4, I doubt I'd even be able to see it. While on an iPad, they stick out like sore thumbs.
post #3 of 34
Quote:
Originally Posted by Goofball_Jones View Post

Weird, in that if a pixel was out on an iPhone 4, I doubt I'd even be able to see it. While on an iPad, they stick out like sore thumbs.

True, and they probably wont have many people have issues because of a dead pixel for that reason, but note that the policy is based on display size, not on pixel size, where pixel sizes are even larger as displays get larger.
Dick Applebaum on whether the iPad is a personal computer: "BTW, I am posting this from my iPad pc while sitting on the throne... personal enough for you?"
Reply
Dick Applebaum on whether the iPad is a personal computer: "BTW, I am posting this from my iPad pc while sitting on the throne... personal enough for you?"
Reply
post #4 of 34
This is nothing new for Apple, they had the same policy on the original TFT black and White display on the Powebooks, If I remember correctly you could have zero stuck on (black) and up to 5 Stuck off (white) at the time
post #5 of 34
EDIT: Removed. Duplicate.
post #6 of 34
This is really great support. Does any other display maker replace the first time even if it is in spec? I remember replacing another brand display because the backlight failed. No dead pixels. It came back with dozens of them and they would not replace. I was pretty pissed. I pretty much just stick to Apple, Samsung, and Panasonic for displays now. So far I've been happy.
post #7 of 34
Is there an app for killing pixels yet?
post #8 of 34
Quote:
Originally Posted by esummers View Post

This is really great support. Does any other display maker replace the first time even if it is in spec? I remember replacing another brand display because the backlight failed. No dead pixels. It came back with dozens of them and they would not replace. I was pretty pissed. I pretty much just stick to Apple, Samsung, and Panasonic for displays now. So far I've been happy.


the mac displays are 9 bad pixels i think. i haven't bought a monitor in years, but this number sounds pretty high and way higher than what apple should be since they are a premium brand

i checked dell and they will exchange a monitor with less bad pixels than apple
post #9 of 34
Well if my new 27" iMac gets any dead pixels within my 3 year warranty period Apple is gonna replace it, I will make such a stink about the issue that they'd replace just to get rid of me!
iPad, Macbook Pro, iPhone, heck I even have iLife! :-)
Reply
iPad, Macbook Pro, iPhone, heck I even have iLife! :-)
Reply
post #10 of 34
Most resellers, Including Apple Stores will take them back or get them fixed if it is just one pixel. With this economy the customer is king and if you need to whine a little it seems to work.
post #11 of 34
Poor dead pixel, never had a chance.
post #12 of 34
I heard a couple people saying that 15 pixels on the 21.5" iMac was too much. Is it just me, or is 15 pixels 0.00072337963% of all the pixels?

~Callum
post #13 of 34
I, for one, cant stand to see dead pixels. Thats like looking into my car windshield, with that small pebble crack right in my line of sight....
post #14 of 34
For business grade screens from other companies (philips), they have zero bright pixel warranties. I would expect the same from apple on the 27 inch iMacs, MacBook Pros and the cinema displays.
Replace user and press any key to continue!
Reply
Replace user and press any key to continue!
Reply
post #15 of 34
Just got my iPad replaced, it had only one dead pixel.
The new pad was ok.
Excellent service, way to go Apple.
post #16 of 34
Quote:
Originally Posted by esummers View Post

This is really great support. Does any other display maker replace the first time even if it is in spec? I remember replacing another brand display because the backlight failed. No dead pixels. It came back with dozens of them and they would not replace. I was pretty pissed. I pretty much just stick to Apple, Samsung, and Panasonic for displays now. So far I've been happy.

Most high quality display makers have policies much more stringent than apples. Some HP displays carried a ZERO defective pixel guarantee. Apple should be doing the same. I've never had a device with a defective pixel before though. But Apple makes premium goods, and should have a premium policy instead of this policy which basically lets your display have a huge number of bad pixels compared to a number of other manufacturers. This is an Apple FAIL not WIN. Yes 15 dark pixels is HUGE, and a sign of very low quality manufacturing.
post #17 of 34
Keep in mind that Apple's displays usually have a much higher pixel density than a normal display ... even though there might be one dead pixel because they're packed in really densely it's harder to detect than on a lower density screen (where it can be painfully obvious).
post #18 of 34
Quote:
Originally Posted by extremeskater View Post

Many now have a zero dead pixel policy. This would include HP, Samsung and many others. Even someone like Vizio has a zero dead pixel policy on their Tv's.

With that being said I have had Apple replace my iMac even with one dead pixel. No one ever gave me a problem.

If this leak is genuine and is adhered to by Apple, I think it's poor that a company who tries to push an AIO as their main computer would accept as many as 15 faulty pixels before repair or replacement. It should be a zero dead pixel policy. It's not as if they're going to lose loads of money as the number of defects should be small.

What they need to do is design the iMac screens to be easy to pull out and replace.
post #19 of 34
Quote:
Originally Posted by al_bundy View Post

the mac displays are 9 bad pixels i think. i haven't bought a monitor in years, but this number sounds pretty high and way higher than what apple should be since they are a premium brand

i checked dell and they will exchange a monitor with less bad pixels than apple

It's really somewhat complex. It also depends on where the pixels are. If they're near the center of the screen, they will replace it even if there are fewer bad ones. If they're near the edge, then it's the full number.

My iPad developed one bad pixel right near one of the long edges. But after a couple of weeks, it fixed itself. Then it developed another one about 3/16 from the other long edge. That one resolved itself after about 6 weeks. Since then, it's been fine.
post #20 of 34
Quote:
Originally Posted by melgross View Post

It's really somewhat complex. It also depends on where the pixels are. If they're near the center of the screen, they will replace it even if there are fewer bad ones. If they're near the edge, then it's the full number.

My iPad developed one bad pixel right near one of the long edges. But after a couple of weeks, it fixed itself. Then it developed another one about 3/16 from the other long edge. That one resolved itself after about 6 weeks. Since then, it's been fine.

It also makes a difference if the pixels are adjacent or distributed on the screen.
post #21 of 34
Quote:
Originally Posted by callumacrae View Post

I heard a couple people saying that 15 pixels on the 21.5" iMac was too much. Is it just me, or is 15 pixels 0.00072337963% of all the pixels?

~Callum

It's not about the percentage, it's about being able to notice it.

If a white piece of paper was 99.999% white and .0001% black, I can guarantee you'll notice the black spot.
post #22 of 34
I thought the policy was a bit more liberal than I initially thought. Not saying I'd want a dead pixel I could sleep at night with this one.
post #23 of 34
Seems like APPLES policy is fair. I would even go as far as saying very fair since the geniuses can use discretion as well.
post #24 of 34
Quote:
Originally Posted by FurbiesAndBeans View Post

... If a white piece of paper was 99.999% white and .0001% black, ...

...the other 0,0009 would be red!
post #25 of 34
I have never seen anybody get refused a replacment from Apple regardless of the number of pixels. As stated in the article these are loose guidelines. This is just AI posting a fluff artticle to generate traffic when they have nothing real to write about.
Artificial intelligence is no match for natural stupidity.

"A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
Reply
Artificial intelligence is no match for natural stupidity.

"A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools."
Reply
post #26 of 34
"... allows two for iPad, none for iPhone"?

I get it in that it's saying anything above two is bad for iPad, anything above none is bad for iPhone. However, the title is so horribly written. I initially read it as meaning Apple doesn't have a policy for the iPhone. It can even sound like if you have no dead pixels, you can still get a replacement.

Just sayin'.
post #27 of 34
Quote:
Originally Posted by FurbiesAndBeans View Post

It's not about the percentage, it's about being able to notice it.

If a white piece of paper was 99.999% white and .0001% black, I can guarantee you'll notice the black spot.

My eyes have more dead pixels than that.
post #28 of 34
Quote:
Originally Posted by Marvin View Post

If this leak is genuine and is adhered to by Apple, I think it's poor that a company who tries to push an AIO as their main computer would accept as many as 15 faulty pixels before repair or replacement. It should be a zero dead pixel policy. It's not as if they're going to lose loads of money as the number of defects should be small.

What they need to do is design the iMac screens to be easy to pull out and replace.

That is the most absurd statement you could possibly ever make.

There is a high probability that millions of flat panel monitors currently have far more dead pixels than 15 and they aren't being returned.

You're demanding Apple cover the manufacturing mistakes of a third party if their tolerance is off by more than 0 pixels.

Truly brain dead.

In fact, go tell all electronics manufacturers of HDTVs that they must replace all units if there are at least 1 or more dead pixels.

In fact, lets go back and sue every manufacturer whose CRT beams weren't defect free.
post #29 of 34
Quote:
Originally Posted by Spinoza View Post

My eyes have more dead pixels than that.

Exactly.
post #30 of 34
I'm glad they have a zero-tolerance dead pixel policy for iPhone displays. I find it very telling that what is essentially a great unique selling point isn't being widely communicated.

Most companies try and turn dead pixels into a "grey area" because it means they qualify for a discount on LCD panels if they agree to accept displays containing a few faults. They know that a portion of consumers who receive faulty displays will not persevere in having the fault fixed. Basically they are being unethical but because most companies do it they think they can get away with it.

I had a horrible experience with my current iMac when it arrived brand new with a dead pixel right in the centre of the screen. It might have only been one pixel but because of the location I found it completely distracting. And I was also concerned that it would affect the resale value should I need to sell the computer in the future.

The iMac arrived immediately before my exams. I chose to wait until after i had finished my exams to open it, which meant my opportunity to take advantage of the restocking policy had lapsed.

I called Applecare (which i had purchased specifically to avoid getting burnt by something like this) and was appalled to have them basically tell me "sucked in". I thought maybe I was just being pedantic so I asked a few people to look at the computer and they all told me to follow it up with Apple because I was being fed bullshit.

I called back the next day and managed to get a different person who agreed to have the fault reviewed at an Apple Store.

Genius staff obviously receive specific training to minimise the number of returned products because I got taken through the same bunch of canned phrases by two staff members. These questions are designed to make you question your motives and why you are making a big deal "out of nothing". The other thing they will do is ask you wait for a long periods of time while they serve other customers (despite having booked an appointment) in an attempt to make you angry or aggressive so they can have you ejected from the store. Staff will also try and goad you into asking for a complete replacement product so that you end up sounding unreasonable or over-demanding.

I knew they were going to try and give me the run around but I had read up on the consumer protection law so I knew that I was fully within my rights to ask for a replacement screen.

Basically my argument was:-

1) I was never informed of the dead pixel policy prior to the purchase.
2) Had I known about the dead pixel policy I would have purchased from a physical store where I could have the opportunity to review the screen prior to purchase.
3) The computer was sold with a specific screen resolution on the technical details page of the online store which makes reference to an exact number of pixels
4) None of the sample computers displayed in either the online store or the Apple Store have displays containing any dead pixels
5) consumer protection law allows for a full refund if the product does not match the description or samples shown to you prior to purchase (and I was only asking for the fault to be repaired)

In the end they agreed to replace the screen which they did and am thrilled that I can now enjoy using my computer.

My advice is if your computer arrives brand new with dead pixels and they genuinely bother you and you are consistent and reasonable throughout the whole procedure you should get the fault replaced regardless of the dead pixel policy. With Apple you want to show up at the Apple Store dressed like a hipster/trendsetter because they are more likely to take your complaint seriously if you look like you are an influential figure within their target market. And don't threaten to sue or go to the media right off the bat because they will simply make you out to be a crazy person and call security.
post #31 of 34
Quote:
Originally Posted by mdriftmeyer View Post

That is the most absurd statement you could possibly ever make.

There is a high probability that millions of flat panel monitors currently have far more dead pixels than 15 and they aren't being returned.

You're demanding Apple cover the manufacturing mistakes of a third party if their tolerance is off by more than 0 pixels.

Truly brain dead.

In fact, go tell all electronics manufacturers of HDTVs that they must replace all units if there are at least 1 or more dead pixels.

Take a look at what some of the competition is doing. Dell has a zero dead pixel policy for their entire Ultrasharp line and they come with a 3 year warranty. When the display is a cheap TN and they don't replace it, the worst is you buy another one. High value displays like IPS, the manufacturers should have a zero dead pixel policy. When it's sealed to a $1200+ machine, it's even more important to replace after a single defect.

Normally I'd look the other way at abusive comments made in a discussion I'm part of but your "brain dead" comment was entirely uncalled for.
post #32 of 34
Lame. If a customer complains because of any dead pixels, the product should be repaired. Period. My iPhone has a row of dead pixels that just appeared and they want to charge me $99 to fix it. I'd even pay for it if it wasn't half the price of a new phone. I'm getting tired of Apple always dangling that carrot in our face.
post #33 of 34
Quote:
Originally Posted by bigmike View Post

Lame. If a customer complains because of any dead pixels, the product should be repaired. Period. My iPhone has a row of dead pixels that just appeared and they want to charge me $99 to fix it. I'd even pay for it if it wasn't half the price of a new phone. I'm getting tired of Apple always dangling that carrot in our face.

What youre saying isnt making sense or youve left out some other information, like its out of warranty or the device has suffered some other damage that voids the warranty.
Dick Applebaum on whether the iPad is a personal computer: "BTW, I am posting this from my iPad pc while sitting on the throne... personal enough for you?"
Reply
Dick Applebaum on whether the iPad is a personal computer: "BTW, I am posting this from my iPad pc while sitting on the throne... personal enough for you?"
Reply
post #34 of 34
What will your "brand new" bad-pixel device be replaced with?

Will Apple just give you a used/repaired/damaged "refurbished" device?

You paid for a *NEW* fully working one.
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: iPhone
AppleInsider › Forums › Mobile › iPhone › Leaked Apple dead pixel policy allows two for iPad, none for iPhone