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Tom Nelson

Apple to Repair Cracked White MacBooks

By April 8, 2009

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Owners of the least expensive model of the MacBook have been reporting cracks and blemishes showing up on their machines for some time. Apple has been covering repairs of cracks in the white plastic shell on a case-by-case basis.

Apple to Repair Cracked White MacBooks
Courtesy of Apple

According to AppleInsider, Apple has expanded the repairs it will cover to include cracks on the bottom of the white MacBook as well. Additionally, Apple is informing its service partners that repairs for cracked cases on white MacBooks that are out of warranty will also be covered.

The cracking issues only pertain to the white 13-inch MacBook model, and not the newer unibody models introduced last fall.

Comments
April 8, 2009 at 10:01 pm
(1) Colleen Kopfman says:

So…..how do we get our MacBooks fixed? just show up at an Apple Store?

April 9, 2009 at 6:05 pm
(2) Tom Nelson says:

You should be able to go to any Apple authorized repair center to have the work performed. I would probably call first, in case there’s any information you need to bring with you. Calling first might also save you some time in case you happen to hit the store on a busy day.

Be sure to back up all of your data before handing over your machine.

Tom

April 16, 2009 at 12:46 am
(3) Omar says:

Does this also apply to the black macbooks?

May 20, 2009 at 4:21 pm
(4) Vivian says:

I read the about the bottom case replacement from couple of Mac forums. I made an appointment yesterday to an Apple store (it’s like an hour away from my home in Texas). The technician (or genius whatever) said that AppleInsider is a third party that doesn’t have anything to do with Apple store, it’s not true, he said he never heard anything like that. If I want a repair it’s $430.00 and they’ll replace the whole white Macbook case. He called couple of his co-workers and they all acted like I made the story up. I even showed them the website, however No is NO. He said he could only replace the topcase and he said it’s listed on the Apple website support. I asked him to show me and he could not find it, I think the guy hate me for that. So I went home and called Applecare customer service the next morning. The lady was apologized for all the troubles, she set up another appointment for me and give me a case number. I was back at the store today 05/20/09. I got that same genius again (by the way his name is Denis). He still told me that he read the note however Apple just doesn’t replace the bottom case for free. I told him that I am not crazy to take my 2 kids (one is one year old, one is four) to drive around on the freeway for an hour to get to the store to argue about a replacement. So he made a phone call to whoever (i don’t know), then said to me, I quote: “I spoke to the supervisor, the girl’s boss, she was incorrect. However, since it took you an hour to drive here, we’ll cover the repair for you.”(the girl = the lady who spoke on the phone with me and sent me to the store again). I said “thank you”, then signed all the paperworks. I asked him should I waited here. He said “we’ll call you when it’s done.” So I took the kids around the shopping center for 1 hour, then I called to check the status of my repair. One of the guy in the store told me “Denis did not tell you that we have to ship your laptop to Tennessee for repair, it’ll take couple days. OK, maybe I misunderstood him. So I just got home now. I still don’t know that the guy named Denis got my Macbook bottom case fixed because he’s pity me, or that he was supposed to fix it from the beginning but since he already denied me, he just did not want to admit it or when he said “we’ll call you when it’s done” was it me who misunderstood him or he did it on purpose. I own couple of Apple products Macbook, Iphone 3g, Ipod. Not mention all the accessories, gadgets that I bouth from them. I feel that I was mistreated. When I called Apple customer services I did said “if what I read on the website is a rumor, I don’t want to cause any troubles, I lived with those cracks for year, so I am OK if you don’t replace it when it’s out of warranty.” And the lady told me just bring my macbook back to the store, they’ll take care of it.

May 20, 2009 at 6:24 pm
(5) Tom Nelson says:

Hi Vivian,

Thanks for letting us know about your experiences with getting your MacBook bottom replaced. I’m glad you were able to get your MacBook repaired in the end.

Based on your experience, it might be a good idea for others to call AppleCare as well as their local Apple service provider before taking their MacBook to an Apple Store.

You can find Apple support phone numbers here:
http://www.apple.com/support/contact/phone_contacts.html

Tom

May 20, 2009 at 11:08 pm
(6) Rich says:

I like to remind you that you can schedule appointments for Apple’s Genius Bar, so if you’re travelling from a distance, go on-line and make an appointment ahead of time. :)

July 21, 2009 at 11:49 am
(7) Laurie says:

Good luck getting this fixed. You need to make an appointment at a genius bar where they may or may not have the new case available on site. If they have it available and they are not too busy – the repair can occur in a day. Otherwise, you may have to wait a week to 10 day and/or send it to apple. I love the design and innovation at Apple and the quality control and customer service is just a mess.

July 29, 2009 at 1:50 pm
(8) tek says:

If a technician tells you he’ll call you when it’s done, it sounds like a good guess that he will call you when it’s done. If he said “walk around the mall for an hour while I fix it” then I’d assume you should do that. Computers don’t get magically fixed, it’s like anything else – it takes time, and you’re not the only person who has something that needs to be fixed.

October 4, 2009 at 4:33 am
(9) Rodriguez says:

Do you know where I can find “proof” that apple actually fixes the bottom casings for free? I have been arguing with apple here in Denmark who maintain that they don’t cover the bottom casing.

October 18, 2009 at 10:15 pm
(10) Unknown says:

I am a Mac Genius and I can assure you that this repair IS covered. I doesn’t even matter if you warranty has expired. The genius that Vivian dealt with probably didn’t know that Apple had authorized the replacements because they don’t make it widely known to anybody including Apple employees. This is the case with all manufacturers. The less public it is the less replacements Apple has to make. The white macbook is one of the biggest pains for us because they all have defective top cases that chip off on the front edge near the palm rests. The bottom case as well as the clamshell has a thick clearcoat over the white plastic that will “crack” over time. The plastic is not cracked . It is the clearcoat that cracks. As for it being done in the same day……….not happening. To replace a bottom case entails gutting the entire machine including the metal framing that is the support for the entire unit. This is very time consuming, 2-3 hours per unit, and they will all be sent to one of our depot facilities. This can take up to 10 business days. Usually only takes 3-4 depending on what day of the week you bring it in. There are a few stores out there that can do this in house because of a massive Genius Team or slower business, but all stores in the state of Texas are swamped daily. People like the Genius Bar. Hopefully this helps with all the confusion.

October 18, 2009 at 10:30 pm
(11) unknown says:

Another side note for some of you Apple consumers. First of all, the Black Macbook is not covered because they don’t crack by themselves. They have a stronger body and no clearcoat. Secondly, why is it that every time someone posts that Apple will repair something that would not normally be covered people come to the Genius Bar with an attitude? We are there to help you yet you act as if we are pond scum. We didn’t develop the product that you purchased. We are trained to assess, troubleshoot, and repair Apple products. That’s it. So when you have little problems or your White Macbook has a cracking bottom case, come in and be nice to us. I can tell you from many years of experience that the nicer customers will get more from the Bar that the ones you come in acting as if we owe them a new Mac Pro when they dropped a call on the iPhone 3G. Come on guys! This job is tough enough without getting cursed and yelled at for something we have no control over. We love people like Vivian btw. Even though the Genius was misinformed, she didn’t yell at him or make a scene at the bar. She was probably super nice the entire time and she got the repair completed. See what being a nice and decent human being will get you.

February 2, 2011 at 11:40 am
(12) Charles says:

Black Macbooks are covered and they aren’t any less fragile in practice. I’ve had my black macbook plastic (keyboard, trackpad, and palm-rest plastic) replaced twice now, most recently a month ago. I also had my daughter’s replaced about a month ago. What was interesting was that the last time I had this done the computer store (on a university campus) initiated this by calling me to let me know about the warrantee program. I was told by an Apple genius that resting your palm in the area of the magnets can be a problem (which defeats the idea of a palm rest, as well as holding a closed macbook with one hand in the area of the closing magnets.

October 29, 2009 at 3:45 pm
(13) murphy says:

To the Apple Genius- Is there something I can bring in to my local Apple store to show them Apple IS replacing the bottom casing? I was told it was a cosmetic issue and they will ONLY replace cracking made from the screws. I also have AppleCare and he said it would not be covered by that.

Thanks

November 25, 2009 at 10:50 am
(14) tyler says:

the bottom case will not be repaired under warranty. I already tried. I was very polite to the person on the phone for a good hour. He even tried to get someone to do it but they aren’t allowed. Btw the bottom case entails the macbok all the way up to the sides as well. mine is cracking just to the left of the latch where you lift it.

December 21, 2009 at 8:13 pm
(15) will says:

I have the same problem and i am out of my warranty but Im still going to call apple and see if they will fix it free of charge i will let all of you know what they say.

December 22, 2009 at 1:28 am
(16) Deon Sonnekus says:

I am writing this from my white Apple MacBook with a chip out of the top layer at the palm rest, and hairline cracks at the air vent at the bottom – all of these are, to my knowledge, “known issues”. I live in a remote area in South Africa and, even though it seems that the repairs might be done under an extended warranty (MacBook is about 18 months old) by the Core Group that distributes Apple products in our country, I shall be without my laptop for almost two weeks.

My gripe is that the MacBook is my working tool – I am a self-employed communications and public relations consultant and freelance journalist setting up my new business, and without the computer I am losing income. The problems with the body, advertised as robust etc. by Apple, are not due to abuse of the machine. Why should I suffer because of poor quality and design issues that I had no part in?

Apple stands for innovation, great design and quality – and one pays a premium for their products, which I gladly did. Now I am seriously upset about a brand promise which is not being fulfilled.

It is not unreasonable to expect Apple to put me in a position where I have the continued use and enjoyment of the quality article that I paid for. If damage to the Apple was caused my any action on my side, this rant would have no foundation, but that is not the case.

A company, especially one like Apple, should handle an issue like this in a better way.

December 24, 2009 at 2:05 pm
(17) Sara says:

My Black Macbook had the palm rest casing cracked (identical to the pictures of the white Macbook cracking, it does happen) and I took it to the genius bar and they *did* fix it, even though it was out of warranty. They wouldn’t agree to fixing it without seeing it however, so I did have to drive an hour and a half to an Apple store for a genius bar appt. (couldn’t just send it in.) I was told that it was some dates of production that were affected. I’ve had three macs, and I rarely have issues with them, so the fix was much appreciated.

January 10, 2010 at 10:01 am
(18) Frank says:

My Macbook top case cracked also. I called the Apple store in Greensboro NC and they said yes they would repair it if it was not over 4 yrs. old. I took it by for the repair and then they said it couldn’t be over 3 yrs old. Spoke to the mgr. and he denied any one saying 4 yrs. Disappointed that Apple has such clowns employed.

January 14, 2010 at 11:12 am
(19) kristine says:

I live in Ireland and as far as I can ascertain there is NOWHERE to go here for any kind of mac help. I too have a couple of cracks in my macbook…Do you know about Help Locations in Ireland…and if not…do you think someone should start such a thing up ? Thanks …KB.

January 14, 2010 at 6:38 pm
(20) Tom Nelson says:

Hi Kristine,

You can find information about Apple support in Ireland on Apple’s support site:
http://www.apple.com/ie/support/contact/

You can also find Apple authorized service centers in Ireland by using the Resource Locator:
http://www.apple.com/ie/buy/locator/

Tom

January 20, 2010 at 5:38 am
(21) Jerry San Diego says:

I took my macbook in 1/19/2010 that was purchased 9/19/2007. I have been told by several mac owners that have seen my macbook over the years I should take it in and they would repair it for free. I finally made an appointment to bring it in because it actually cut me a little bit and they were more than happy to fix it. I dropped it off at 11 am signed the papers and went on my way. Within an hour they called me up and told me it was ready. To my surprise when i picked it up they had replaced the bezel around the monitor, wrist area, the whole keyboard, and the whole mouse pad. Bravo apple. I have one other issue that I wanted to find out whether it was common or not. About a year ago it started developing a stress fracture on the left side of the monitor right in the middle. Im not rough with my macbook and its been in a shell since i got it. At first it appeared to be a crack in the clear coat but eventually go longer and deeper. Im worried it going to spread across the whole monitor and thats the real reason I decided to bring it in. At the apple store they told me that thats not covered. Anyone else have that problem?

January 24, 2010 at 6:00 pm
(22) Julie says:

I brought my white macbook in for the cracked case issue. I had an appt. at the Genius Bar. I was told that the bottom part is not under warranty. I was basically told that I had missused or dropped my laptop, which I have not. I was glad to find this article, however, I would like to see where Apple has stated that they would replace the bottom case. When I got home, my husband and I called the manager of the store. He said they cannot help us but we could call Apple Care. We called Apple Care and they put us throught to a “Specialist” who is working with us to see what he can do. He has had no luck so far in getting resolution. However, he has brought our complaint to the next level and we should hear back within five days. They will fix the top part, but they seem to not have any documentation that the bottom part is a known problem. My laptop is beginning to have multiple issues that I believe are related to the case cracking.
Fixing the top of the case only will not resolve my issues. Either way I am going to start looking for a new laptop which will definitely not be a mac. BTW, I have similar cracks in the power cord. The guy at the Genius Bar said they looked like they were due to heat.

This is my first and last mac.

January 26, 2010 at 5:41 pm
(23) Jerry San Diego says:

To Julie:
The warranty that covers the case is for 3 years from purchase date. Is your past that? As far as I know thats as far as they will extend it.

Jerry

January 28, 2010 at 2:43 am
(24) Christian says:

I have a White Macbook 13” purchased June 15th 2007. Cases developed after owning it about 1.5 years. I took it in for repair since incidentally I had my macbook with me and was near the apple store at the mall. I made an appointment, dropped it off around 8:00pm, and picked it up around 9:00pm. The genius said he would check to see if it was under warranty and scanned it. I said it wasn’t but whatever. He told me there was some sort of warranty extension clause or something and they would be able to repair it free of charge.
They replaced the entire topcase, well worn touchpad top, touchpad click button, and keyboard keys.
They said this was a one time only free repair.
I am hoping something has changed in the casing to prevent new cracks from occurring again.

January 28, 2010 at 11:33 pm
(25) Gregorio says:

I had a pretty good experience with the Apple Store, specifically the one at the Biltmore in Phoenix Arizona. The genius who helped me, Jonathan, was very helpful.

He explained that there is a 3 year limit to get the top case replaced, whether you get the apple care or not. I was basically over the 3 year line by a hair, which bummed me out a bit, but since it was my first mac i owned, he said he was able to help me out, and since he had the part in stock, about an hour and a half later, i had my warrior 1.83ghz core duo macbook whit a new keyboard case, palm rest intact.

I guess what it boils down to is who helps you has a lot to do whit, in my case, Jonathan was very knowledgeable and he was very helpful and answered all of my questions, come to think of it, the 3 persons i had an interaction with that day where very helpful, Definitely the best apple store in the greater Phoenix Metro area, (there are a couple apple stores closer to where I live, but this one has always provided me with the best service sans the snobbery that say, the new north Scottsdale quarters had received me with, but that’s another story.

If you live in Phoenix, Biltmore is the way to go, i prefer their staff.

February 16, 2010 at 12:17 pm
(26) Marcus says:

I had the same problem with my White Macbook 13” purchased around May 2008 – a crack on the bottom part. After a little research, I found that the gravis store nearby (Leipzig – Germany) would take care of it. By the time, the problem occured, I still had warranty. So I went in there and showed my macbook. As I started to explain, that I have no idea how this happened, the gravis guy just smiled at me and said no big deal… usual problem… So they ordered the stuff they needed and a week later I droped my macbook there and after an hour, I had a complete new bottom part, I think also including new key panel (keys were very clean and had grip again… so guess they were new)… Now almost a year later, I got the same problem again… can I still get it fixed one more time?… Warranty is gone now, but my macbook is not even 2 years old! Hope you have advise for me! Thanks for your answers in advance… Other than that, I am very happy about my macbook… did even survive the monsoon in India for 3 months (humidity of 98%) … :) … Greets form Germany

February 16, 2010 at 2:29 pm
(27) RICKY says:

May i know is there still available to get the free of charge of changing the cover as my cover have a similar problem? Do they cover after like 4 years? The cover of the keyboard is badly blemishes and started to crack.

February 21, 2010 at 5:25 pm
(28) Spikey says:

Is anyone able to confirm whether this is available internationally? I bought my MacBook back in late November / early December 2008 and have noticed that the palm-rest is cracked and the lower portion of the case from the opening-indent to just beyond the left corner is also cracked. I bought it in Melbourne, Australia and live near an Apple store in the city centre and would be certainly be interested in being able to get this fixed – especially if Apple are going it for free!

February 27, 2010 at 11:42 am
(29) Ranee says:

hi, i’ve just bought a new white macbook in Feb2010. but i want to replace the bottom case as i accidentally dropped some thinners on the macbook. how much does it cost to replace the bottom case? how long does it take? does the warranty cover that? thanks a lot!

March 4, 2010 at 4:24 pm
(30) P Black (Manchester, UK) says:

I have a Black Macbook, purchased mine in May 2007 from a UK realtailer, been using it nearly everyday since then and it’s a work horse, never given me any problems and still with original battery, however the top case started to show signs of a crack about 2 weeks ago on the right side of the palm rest side, it has worsened since then so I contacted a apple repair dealer near my area and they kindly informed me that can be repaired under the apple case cracking problem issue, I had to give my serial number before hand for them to check.

Just dropped it off today, takes a few days to order in the part and fit etc.

I was told that the bottom half of the case is not covered, however mine shows no sign of any problems on the underside so I’m happy with the top case replacement.

March 10, 2010 at 3:40 am
(31) Dan says:

I have been on the phone with Apple for one hour to replace my hairline crack ridden bottom case, hinge and battery latch. Apple Australia indeed has no problem admitting fault and was happy to proceed with the repair free of charge under my extended Applecare Warranty.

The problem is the part number listed brings up “Chargeable Item” at the authorised apple service provider. Apple is attempting to make a case exception. This is an apparent system glitch with Apple – they are trying to fix it now.

I could of paid $200+ AUD or spent one hour on the phone. I hope this helps everyone by getting Apple to fix their glitch. My advice is not to find out the reasons why it isn’t covered – because in this case (excuse the pun), it really is.

March 11, 2010 at 4:00 am
(32) Jacque says:

My brother and I both have had issues with our white macbook’s the top casing on both of them cracked on the right side palm rest as well and on the bottom case around the screw closest to the optical drive apple replaced the top case through mail service but sent me to a local repair center for the bottom case btw I didn’t know we had one I’m in montana we don’t have apple stores here but I guess we have to authorized repair centers. The rep I spoke to looked over both laptops and said “clearly this isn’t misuse or abuse but rather someone over tightened screws during assembly. I’m very pleased apple is taking care of these issue’s because I never noticed the cracking on the bottom case’s tell they were both out of warranty. Sometimes apple is quiet about known issues but for the most part if you are honest and polite with the reps they will treat you like your their most important customer I will never own anything but Apple because of this.

March 12, 2010 at 3:10 pm
(33) Stephanie says:

I just dealt with this via Apple. They do replace if the MacBook is under 3 years old. I had to assure him I never dropped my baby on its head.

March 18, 2010 at 11:47 am
(34) Craig says:

My Black Macbook cracked bits fell of today so decided to get a quote for repair at the apple store.

They were too busy to see me but took the laptop in and said they will ring me with a quote.

2 and a bit hours later i get a phone call saying that your laptop has been repaired and that there will be no charge. Went to collect it, it had been cleaned, new top case including track pad and keyboard, no charge either, was not expecting that being at the laptop is now 4 years old and way out of warranty. Very happy with Apples service :@)

March 24, 2010 at 10:05 am
(35) Janine says:

Just a note to say that I dealt with the Genius Bar at the Carrousel du Louvre Apple store in Paris today, and they were well aware of the cracked casing issue. They didn’t have the replacement part in stock but said they would call me in two to three days when it was in and would do the repair the day I brought it in. There is a code on the service form to replace it under “Quality Program E1.” I’m not sure if that would be the same everywhere, but it might help.

July 7, 2011 at 10:57 am
(36) Jay says:

Yeah, the same happened with my MacBook Air. The screen hinge broke, and Apple replaced it for free. Under Product Information, it said that my Warranty Status was Quality Program(E1).

March 25, 2010 at 8:09 am
(37) Chris says:

OMG please someone help!
They won’t repair my Macbook because i don’t have the original receipt.

Everyone else just said they walked in and got it done! mine is sitting somewhere at a MAC repair store and they won’t do anything without the receipt – although they have a print out of the in store paper work with date of purchase etc.

WHAT DO I NEED for them to repair the thing???

March 30, 2010 at 6:00 pm
(38) Lily says:

@Chris..
Clearly you need the original receipt…
What did you say when you said you didn’t have it?

March 31, 2010 at 5:19 pm
(39) devia says:

Today I went into the WestTowe Mall Apple Store in Madison, Wisconsin just to browse. I had my Late 2007 Black MacBook with me. I started talking to one of the employees and he asked to see my MacBook. I take very good care of it, but last week the upper keyboard started chipping on the lower corner and about a 2 inch section broke off. The Apple employee noticed this and when I explained that someday I will have to buy a new keyboard and fix it as my Applecare expired a long time ago. He suggested that it might still be covered by Apple. He checked with a technician in back and made an appointment for about an hour later. When I returned, I was greeted by another employee who took my information, had me sign some forms, and carefully took my baby in the back.
I walked around for awhile browsing and drooling over the new iMacs and Mac Pro’s for about 30 minutes. He then motioned me over to the Genius Bar and showed me my MacBook with a beautiful new keyboard and trackpad. The store receipt showed $186.43 for parts and labor… all covered by Apple….ZERO CHARGE!!!!
Apple really does know what customer service is! I would love to work there!

May 14, 2010 at 7:05 pm
(40) Ditti says:

I have a late ’07 white MacBook. About 6 months back it started cracking. I actually used scotch tape to hold the top casing. I read this earlier today. Called and set up an appointment at the apple store in palo alto, ca. I was on the phone for maybe 5 minutes and in the store another 5-10!
They said the whole top case, my noisy mouse button, worn out keyboard and trackpad would be changed free of charge!
They won’t however change the bottom case cause it’s cosmetic. Let’s see how soon I get it back. I’m pleasantly surprised and amazed by Apple’s great customer service.
Oh and the guy at the ‘genius’ bar was Patrick, in case you’re reading this, you rock !

June 9, 2010 at 12:40 am
(41) Addie says:

Thank You so much, Sir! :) I thought my MacBook had cracks because of the climate we have. -_-

July 21, 2010 at 4:15 am
(42) Viviann says:

Ok, I bought a MacBook in May 2008. I’m still under the 3 year applecare plan. I have cracks sprawling all over. One on the corner of the battery cover, one originating from the apple light on the top and several hairline cracks along the edge where the fans are located and some along the top case (where where the wrists rest when I type). Brought this in to an authorized apple repair shop and was informed that only the top case is covered under any warranty, everything else I’m responsible for. So if your top case is cracked you’re in luck! The quote they gave me to fix the rest was $125 for labor, $150 each for the top and bottom! Ridiculous! I’ve never dropped my laptop ever!! Don’t know where these cracks come from and am very disappointed with apple. And I have a whole slew of apple stuff! Going to call applecare and see if there’s anything else they can do for me…

August 13, 2010 at 7:42 am
(43) Marty says:

I have my McBook still under warranty. Bought in November 2009. I have one crack close to USB area and also two cracks on display a case where joints are connected. Never fell or so. I am always extremely careful.
In the Netherlands, no warranty has been agreed by Apple service provider and even more, to have it repaired would cost 690 EUR !!! Can you imagine, if the price of a brand new MacBook is around 999 EUR? Shame!

September 17, 2010 at 9:51 am
(44) Christopher says:

My MacBook was cracking at the bottom right area and was getting pretty bad. I had hesitated calling Apple because I use my computer a LOT and didn’t want to be without it for any longer than I needed to be.

I called AppleCare before I went into the store. My warranty was expired but the rep was totally on top of it and said it was a manufacturing problem and they would take care of it. I was immediately relieved. Then he went as far as calling the apple stores in my area to find out which stores had the necessary parts and booked three sessions in a row with the Genius bar. I took it in that evening and was in and out in around 45 minutes.

I feel like I have a brand new computer. Even the keyboard is new. I couldn’t be happier and I’m still surprised about it.

If you’re running into this problem, I would suggest calling AppleCare and have them walk through what your options are. I have no idea if this was a rare situation, but I was definitely happy with how I was taken care of

October 21, 2010 at 11:03 am
(45) Anne says:

I bought my white macbook in February 2010 from apple UK and the outer casing is cracked right above the hinge.It has not been dropped, banged or mishandled in anyway (am extremely careful with it) and am worried that the crack will spread.This laptop is under warranty i believe, can apple fix this for me.Am in africa currently.

October 27, 2010 at 5:21 pm
(46) Dan says:

I have had my Macbook for about a year and a half now, I called applecare about the hairline cracks in the bottom casing. I was told to go to the Apple store. I called to make a reservation and advised them that I do not have Apple care, and it has been a year and a half since I bought the computer. I am scheduled to go in Friday (10/19/10) to the store and have it looked at. I was told that if the model number matches the series of models that have had this problem they will “take care of me”. I have also heard from friends who have experienced the same issue that it has allegedly been possible for Apple to give a new Macbook out of the box as a replacement. I do not know this to be fact, but maybe repairing the casing is less cost effective compared to the loss of a new macbook. We will see I will update on Friday!

November 2, 2010 at 5:01 pm
(47) Adam says:

I would like to know if anyone has shared my experience.

Like many people in this forum I have been denied coverage of CRACKING BOTTOM CASE replacement. I was passed around the applecare phone service for 2 weeks, where representatives told me lies about looking at pictures of the computer (when they had not even received any) and supervisors did not return my calls after numerous messages. Finally they declared “accidental damage” and they would not cover replacement costs. When I asked for a WRITTEN STATEMENT of the decision, with reference to a warranty stipulation and copies of photos, they said they would not provide it. They refused to even send me an email explaining their decision and said that for any legal matter I must put my attorney in contact with them.

What kind of company refuses to explain in writing why they are not honouring a warranty which you have paid $300 for?

I think the bottom case issue is very good subject for a collective lawsuit as it is a known flaw and thousands have been denied access.

November 14, 2010 at 6:15 pm
(48) Ray says:

Last Thursday I went to the Mac store in Sherman Oaks Ca. I talked with a gentleman who wore black button down shirt and he informed me that Mac would repair my cracked lower case for free.
It should be noted that right corner by the on-off button has actually fallen off. Today, Sunday I went to the store to have the repair done and was told by a man wearing a blue t-shirt at the Genius Bar that it would be $400 to repair/replace my case. To quote him “make it look like new”. Does anyone know of the Mac directive and or reference number that states that Mac will cover the replacement and repair of white Macbook that is out of warranty?

November 20, 2010 at 1:12 am
(49) mpLosey says:

I had the free repair on my cracked keyboard (just below the palm rests) performed just over a year ago. Today I noticed the same hairline cracks forming in the same place (AGAIN!). My question is, has anyone heard of apple giving this free repair multiple times? I bought my macbook in 2006 so apple care is out the window regardless. At any rate, you’d think they would replace it with a harder plastic…

November 25, 2010 at 1:05 am
(50) alneko says:

I am in Tokyo and yesterday the genius bar in Shibuya do the repair for free. They change my keybord caus of the crash and do a hardware repair for free too.
I bought my macbook in january 07… Love apple !

December 3, 2010 at 11:59 pm
(51) Brittany Huntley says:

thought i would share my experience: i had my topcase replace, for free in miami of 2010, exactly 2 years after i had purchased my late 2008 white macbook. apparently the free repair they did in miami was pretty darn bad because my keyboard and trackpad stopped working a mere 4 day after i had it replaced!! I was horribly dissapointed, but i took it to a store in raleigh and had it repaired in less than 30 minutes, no questions asked. got it back the same day. so no, it does not take THAT long to repair. and it is their own fault for designing and selling something that has such a noticble/horrible fault..so they should fix it without too many questions. i

December 4, 2010 at 11:48 pm
(52) Lanny says:

They won’t even work on mine because it’s a Axiotron Modbook!

December 6, 2010 at 1:15 pm
(53) barbara says:

i have a problemwith my macbook white 13 2008 model i bought this and it has a crack where the magnetic latch is and it is all the way t the rim of the lid i do not have a warranty i live far away will apple fix it

December 21, 2010 at 4:00 am
(54) Jake says:

**I am from DUBAI, UAE and I have one Unibody Macbook Mid-2010. I bought it last July 2010 and after 5 months (December 2010) It has crack on the hinge mostly right side and now its starting with the left side. I go to the store where I buy and they told me to go to the premium reseller and they told me to call the support numbers outside UAE. They cannot even help me with my problem.**

**Now, when I call the United States support since there is no number for UAE, the customer service advice me AGAIN to go to premium reseller and complain.**

**They keep on passing me from one person to another without helping with my concern or just acknowledging my disappointments. Rather, they just keeping me away to this issue and said nothing.**

**Oh my goodness! I love apple and Ive been using the product for 10 years and now I have this issue with warranty and no one can help me? Where is justice here?**

**I know they are aware of this issue and they cannot even release a statement nor trying to fix my laptop. Some have been granted a replacement and repair. And me, I never have anything.**

**THIS IS REALLY A GOOD CUSTOMER SERVICE…….**

January 6, 2011 at 7:42 am
(55) barbara balaban says:

i have in the inside of the lid in the corner of the magnetic latch a smal crack model 2008 macbook white 13 will apple store fix it without warranty cause i need that fixed

January 24, 2011 at 7:11 pm
(56) to barbara says:

call them up and ask them directly!?

January 6, 2011 at 7:45 am
(57) barbara balaban says:

i hope somebody can answer me this is the second time i ask

January 25, 2011 at 7:20 pm
(58) Brant Schafer says:

Yes, you can still get the palm rest repaired even if you don’t have the mac under warranty. Go to the http://www.apple.com/support/ and click on Apple Support Express Lane. Select mac&software. Notebook computers. Then choose “Non-technical Questions”. Next screen, “Issue Description”, select “My topic is not listed”. in the box type cracked palm rest. click continue. Enter your apple id (usually your email address) and password. choose call now or later. When you get the call, tell them the palm rest is cracked. Then should make an exception to repair it even if it’s not under warranty, for free. They will do this type of repair up to three times. I just submitted mine for repair today, Jan 25, 2011.

January 27, 2011 at 1:45 pm
(59) Caleb says:

I just dropped my white 13″ macbook off at the apple store last week. It had frozen up completely (crashed) and it had cracked around the edges of the top case. It is three years out of warranty, so they quoted me a flat rate fix of $280. Less than a week later I picked it up. They replaced the top case, It looks brand new on the inside, and they replaced the Main Logic Board. ALL FOR FREE. I didnt ask why they decided not to charge me because I was afraid it ay have been a mistake, but when I read the reciept it confirmed that they had covered the repairs. It just didnt explain why. Maybe they liked the political stickers on my case, IDK. But needless to say, I am extremely satisfied with the customer service.

February 21, 2011 at 12:31 am
(60) Eric says:

Took my black MacBook in to Apple store today for typical lower case cracking where the palmrest meets the side of the case. No problem whatsoever, they offered to repair it (even though it’s a late ’07 model, far out of warranty or Applecare). The tech also checked the bezel around the screen (another common place of failure). Mine had developed hairline cracks and he offered to replace that as well. Turns out that part is not covered, so I have to spend $21.59 on the part, but they will not charge me labor as they’ll do it when they replace the lover case/keyboard. Part will arrive in three days, repair expected to take 1 day. Bummer to have it fail in the first place, but kudos to Apple for repairing it.

February 21, 2011 at 8:42 pm
(61) Richard Blount says:

I took my 13″ white MacBook into an authorized service center in Phuket, Thailand recently. (Almost 2 years ago, they replaced the top & bottom case and plastic around the screen for hairline cracks. The laptop was under warranty then. They charged only for the plastic around the screen, about $20). However, yesterday they said the bottom case was NOT covered by Apple and that would cost. The top case around the keyboard was replaceable but I had to pay $39 in labor cost, wait 3-7 days for the part to arrive from Bangkok, then wait in the repair Que. Great service for an known Apple issue!?!!! I took my laptop and left the store. I’m tired of being frustrated by Apple. From reading all the post on this blog, there doesn’t seem to be a clear policy with Apple about what is covered and what isn’t. It all depends on who you talk to. I like most on this blog have owned many Apple products such as the ipod, iphone, etc. But this is it! I’m looking at either a HP or Samsung laptop for the future. You get the same specs for about $300-400 less than an Apple without a case that cracks!

March 9, 2011 at 9:30 pm
(62) Lily says:

I just took my 2007 cracked white Macbook to the flagship Apple store in Montreal, and they fixed it for free! I had cracks all around the palm edges and on the top edge of the monitor frame. My Macbook is 3 years past warranty. Apple replaced both the keyboard top and monitor frame in about 30 minutes. Looks like new!! Excellent service, no hassles at all! :)

May 31, 2011 at 12:23 am
(63) Mandeep Hooda says:

Hi
Can any plz one tell me where i can buy macbook 13″ white body .(both bottom and around the screen.)

July 2, 2011 at 2:29 am
(64) Kayley says:

Hi, I just dropped my 13-inch white macbook. The corner of the plastic has worn out. Is it possible that the cover could be replaced for free? My warranty has just ran out.

September 8, 2011 at 2:49 pm
(65) Paul says:

Yes, they should. What I heard is they are covering it as long as it is less than 5 years old. Unless it is obvious it was caused by dropping – this might be a different issue.

July 8, 2011 at 1:47 pm
(66) damo says:

ive had my case replaced on an early 2008 macbook,it looks like they gave me a new battery too, i was out of warranty . so got new top case and monitor bezel,well cool.

July 30, 2011 at 4:15 pm
(67) Alex says:

So far, I have had the keyboard replaced four times due to the problem of cracking as well as two additional times for “starter button” issues. I haven’t had any problems so far with the Apple store in Ottawa replacing the case. However the last Apple tech tried to tell me that a case cracking four time is “usual” and the next time cracking happens that my MacBook wouldn’t be covered. He tried to tell me that the “two year extended warranty ” for my Macbook has expired and that they “Apple Tech” were just fixing my Macbook “out of the kindness of their hearts”. I also proposed to them the idea of exchanging my Mac with a newer white unibody Mac but he didn’t go for that idea too kindly. This forum has been very helpful for me knowing that I am not the only person annoyed by the problem of Macbook cases cracking.

September 30, 2011 at 5:37 pm
(68) Theron says:

Took my late 2009 white MacBook to iStore in Chandler Arizona because I got a message that the battery wasn’t functioning normally and needs servicing. They replace the battery (which they had in stock) and they called an hour and a half later to say it was done and they said they also replaced the bottom case which was cracked. Total charge = $0. On my receipt it said quaility program e1. When I googled that phrase I found this site and learned what others have experienced.

I have to say, I took it first to a closer Apple repair place and they said the battery would cost $129 and they would have to order it. I’m sure glad I drove the extra distance to the iStore. Very happy costumer.

November 27, 2011 at 12:26 am
(69) Sara says:

Just brought my early 2008 white MacBook into the Apple Store in Wauwatosa, WI, for this cracking issue. The cracks started soon after I originally bought the computer, but I didn’t realize there was anything I could do about it, so I just ignored it. About a week ago, I dropped my MacBook off of a counter top onto a tile floor. The track pad totally stopped working. While I was browsing Google trying to find a way to fix this, I came across this forum. I called Apple as directed step-by-step in an earlier post, and the representative said that unfortunately my computer was out of warranty, but asked for the web address and title of this forum. After a couple of minutes, she came back on the phone, and said that because Apple strives to provide excellent customer service, she would get me a case number where I could go to an Apple store and have the cracks repaired at not cost to me. I figured since some of the posts on here said they replaced the track pad, I would wait and see if simply going in to have the cracked parts replaced worked before trying to have that repaired. I took my computer to the Genius Bar, and within 20 minutes, the bezel, top case, keyboard, & track pad were completely replaced…and the track pad is again fully functional. My boyfriend has a late 2007 black MacBook, which also has the cracking/chipping issue. He didn’t have an appointment, so couldn’t get it fixed right away, but they said if he left it there they would replace it within 5 days. On the black MacBook, only the top case is covered, but the technician said that he would replace the bezel for cost of the part, about $10 & bill the labor only for the top case (which is paid by Apple). The web cam on that computer also wasn’t working, and he did the same with that as with the bezel so it only cost around $50 for all of those repairs. I will continue to only buy Apple products. Awesome customer service!

January 15, 2012 at 6:43 am
(70) Nick says:

I stumbled on this article about apple fixing the top case on macbooks and I can confirm that I was able to have the top case , keyboard, trackpad, and bezel replaced for my early 2008 macbook after bringing it to the apple store in Paris. They told me it should be done within 24 hours but got a phone call the same day. Excellent customer service, and certainly will continue to buy and recommend Apple products.

January 27, 2012 at 2:28 pm
(71) Catharine says:

I just got back from my appointment at the genius bar at the Greenwich, CT Apple Store to find out that because my white mac book that I bought in October, 2006 is considered “Vintage” by them, that they will not do the repair. The rep there was trying to be helpful and wrote up a report for me and suggested that I call Applecare. I did and all they did was suggest that I go to their authorized service center here in Greenwich to have it done. Just called the Computer Service Center and was told that, Yes they can do it……….FOR A COST OF $199.00!

Any suggestions are welcome.

February 14, 2012 at 1:07 pm
(72) Sharon says:

Have used and loved Apple products since the MacPlus and I was thrilled when I brought my daughter’s 2008 white MacBook to the Seattle Genius bar to check out why the keyboard wasn’t working (it was cracked as well). I was fully prepared to pay for a fix and they offered to replace the whole top casing for free! I did purchase extra 2 years Apple Care for her but it ran out in August. Took one day. Great experience and customer service.

February 16, 2012 at 12:29 pm
(73) Thomas Hodges says:

I have a late 2007 white 13″ MacBook (purchased December 2007) that has the classic cracking on the edge of the top-plate, on both sides of the wrist rests. I purchased it in Italy, but I currently live in Taiwan. I called my Apple Centre in Taipei, who informed me that it is not covered as only post 2009 models are covered.

I complained and informed them of this website, so they referred the matter to Apple’s Asia HQ in Shanghai, who called to say that this is not covered, but if I take it to the Taipei centre, they will look at it and make a decision when they see it. Taipei is 500 kms from where I live, so I have to travel all that distance simply to show them the machine!

I am a long-term Apple user, but in recent years I have seen customer service go from bad to worse, to what is now simply appalling! Anybody have any advice on what course of action to take>

April 13, 2012 at 2:20 am
(74) Calvin says:

I had a macbook 2007 white ones and i had it replaced for free. But my black model which was from 2006. wasn’t replaced as they said it was too old. But the thing is, they took it in and only when I came to pick the two units up, only then the lady told me about it. Not happy but I didn’t say anything as I was in a rush and regretted not doing so. Btw, this was just today.

May 29, 2012 at 7:56 am
(75) AJ says:

Just spoke to Apple support in UK and they said this is only 2009 – 2011 models so my 2008 didn’t qualify :(

July 30, 2012 at 5:21 pm
(76) bob says:

hi can i also get it fixed if i have dropped it and i have seen a creak on the side of it not on the bottom

August 15, 2012 at 1:50 pm
(77) paul says:

I got my sister’s 2008 Macbook repaired at a Mac service centre, 20 minutes!!

brand new top case and they even changed the bezel

superb service

Apple are the best

August 30, 2012 at 2:11 am
(78) Patty Henson says:

The annoying and obvious thing here is that Apple has no uniform policy to the issues being raised about case replacement. It depends on the service center to which you bring, the engineer who reviews the case and maybe even the agent you will talk to when you call their toll-free number.

I have had my top case and bezel changed before – the first time, I paid for it in full not knowing that there was a program in place. No one mentioned it. The next time, a friend told me about it and I got it replaced for free. Not without having to spend time on the phone to Apple though pleading my case.

My problem now is the botom case – all the cracks are by the screws and right by the hinge – cracks that are not caused by being dropped onto something or having something drop onto the laptop. I’ve been told that Apple has rejected the request for bottom case replacement and if I want to do so, it will cost me US$100 or so.

My suggestion is to call Apple using their toll-free number and plead your case. That’s what I’m about to do again. Re service, with all the years of experience to-date, it may not be drastically deteriorating but it’s certainly not improving which is what should be happening.

Thanks

August 30, 2012 at 2:15 am
(79) Patty Henson says:

I have a white mid-2007 13-inch Macbook and have had the top case and bezel changed a couple of times; the first at my expense because no one bothered to tell me that Apple had an extended warranty program on it. Subsequent times, I had to plead my case to Apple.

What’s annoying is that based on the stories around the world, there’s no consistency in the approach and treatment of Apple. Depends on the person at the Genius bar, the engineer, the agent on the Apple toll-free service. Good luck to us!

Bottom case replacement is what I need now — to those previously rejected, I suggest that you call Apple toll-free — and plead your case.

October 31, 2012 at 8:15 am
(80) surasak siripoonyothai says:

Taking care of the customer services, we consider very important as business today. Specially Mac technical support, we work out these problems quickly.

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