Revenge of the crackBook

Just when you thought you'd seen the end of MacBook quality problems -- hey, what more could go wrong, right? -- here comes another structural integrity snafu to put a nice bow on things. An unfortunate flickr group has formed around gathering evidence of a rather uniform cracking at the edge of the MacBook's hand rest area, which is apparently putting a crimp in the style of a good collection of MacBook users, including a particularly heavy-palmed user (actually, some people are blaming it on an overly strong magnetic latch) whose MacBook cracked again a mere two weeks after being repaired. No precise word on whether Apple is feeling generous with repairs here, but a few anecdotal reports make it sound like Apple isn't buying claims of it being a problem with build quality. We can understand a bit of skepticism, but given the fact that this isn't the first time cracking has appeared, we would hope Apple fesses up and fixes these things right quick.

[Thanks, Elvis]

Read - flickr group
Read - Worst offenders
Read - Forum discussion

[Jeremy @ May 1st 2007 9:29AM]

This happened to my MacBook about a month and a half ago. The first call to Apple Care was not very helpful and they thought it was due to mishandling. However, I took it in to an Apple Support Consultant and they said that they should fix it. I called, got them to send me a box, and it was back and fixed in two days with a new topcase.

[amr @ May 31st 2007 9:07PM]

I too had my macbook screen crack after 8 months of careful care.

Apple (NO)Care claimed it was damage, not a manufacturer defect even though the net is littered with similar cracked screen tales. Apple considers this "not factual." They would only reconsider this if the crack was due to manufacturer defect. It is Catch-22, because they never consider it as a manufacturer defect because they always check-off the repair as damage.

Apple refuses to share "factual" information concerning how many "damaged" macbook screens come in for repair. I would like to trust them on this, but they certainly do not trust me on my issue. In fact, their representatives were pleasant but disingenuous with me regarding this issue.

[kiwi @ May 1st 2007 9:32AM]

hmm glad I'm waiting for the next refresh of machines

[cduran01 @ May 1st 2007 9:32AM]

In Apple's defense, at least in my case, they will repair it under warantee. This happened to my daughters black Macbook. We took it in to the Apple Store and a couple of days later she had a new keyboard and trackpad (the lid is all one piece and they dont bother separating the keyboard and trackpad from the lid, they will just replace the whole thing).

I cant speak for others, it might just depend on how generous the Genious is feeling that day.

[Anthony Radice @ May 1st 2007 9:34AM]

Although I do prefer Windows, Apple takes care of their customers. I guarantee that that sole factor is compelling enough for me to convert. Keep it up Apple.

[kadajawi @ May 1st 2007 10:12AM]

Hm, yes, but they should rather fix this problem... this is getting ridiculous Apple. Yes, they are selling a lot of MacBooks these days, but I haven't heard of such problems with other notebooks.

[Frank @ May 1st 2007 9:35AM]

After six months, my macbook developed the same crack spanning two inches across the palm rest right over the infrared port. I fixed mine with a lovely bit of scotch tape.

[jim_warden @ May 1st 2007 9:37AM]

Same here - with a blackbook though.

If you look at the screen on the macbook there are two bezels that are supposed to stop the screen hitting the keyboard.

This is the exact same spot where the cracks appear, so it's more of a design fault rather than manufacturing.

I took mine to the Apple store in Kingston after getting no joy from Applecare. Handy hint, if you tell them you have an intermittent fault with the touchpad button sticking they will replace the whole top unit...

[jaysins @ May 1st 2007 9:45AM]

I know Apple can be a sensitive subject around here but no company is above putting out a defective or problematic batch of products no matter how much you love them. Especially when dealing with something with as many parts as a laptop. That said I have a couple of friends who had the macbook discoloration problem and apple was pretty good about taking care of it, though it didn't get resolved until they went to the mac store which is better than nothing but I haven't heard great things about their service unless you go to the mac store where it is suppose to be "awesome." I only know what they tell me. Hopefully those with a problem live by one. Here in Orlando I think we have two.

The only thing I find unsettling with the macbooks is apple only has two models to worry about. Yea you can change there processor, memory etc but the enclosure, MB screen etc should all be the same and you would think this would make quality control a lot easier for them as opposed to HP or Dell who have many many different models and configurations to deal with. Hopefully they can improve and those with issues get repaired.

[Huy @ May 1st 2007 9:46AM]

Similar issue in my Week 20 MacBook (Core Duo).
Crack developed and Apple would not replace it. Life sucks for me.

(see Engadget 'MacBooks becoming crackbooks' article for the exact same cut/crack).

[deslock @ May 1st 2007 9:55AM]

Mine developed this crack after 6 months. My solution was to tear off the frayed piece. I guess it's good to know that I Apple will repair it if I want them to, but I don't plan on bothering.

[Mike @ May 1st 2007 10:14AM]

Same thing happened to my macbook.... TAKE IT IN! there is an article about this problem!!! THEY WILL REPLACE YOUR TOP CASE!

[Nick @ May 1st 2007 10:18AM]

I didn't realize this was a known issue. I have the same problem with mine. Guess I'll have to swing by the apple store and see if they'll fix it. The problem is that I removed the piece as far as it had stripped to keep it from getting any worse. That'll probably make it my problem.

[Andrew @ May 1st 2007 10:18AM]

This happened on my black macbook, in the same exact spot as the picture shown on here. I ignored it for the most part because I thought apple would have tried to blame it on me if I called them. I think after this, and the constant screen flickering, I should just get a replacement.

[Jonathan @ May 1st 2007 10:33AM]

Hey
I had the same problem, i had the wrist area crack twice, both where the ridges on the screen press on it. These were both repaired by apple under warranty. In 5 months my laptop went in for repair 5 times and after this I ended up having a arguement with tech support, being put through to level 2 tech support and then having the whole system replaced, hmm, and now on this new macbook (which is slightly better spec than the orrignal), im having problems with the mouse button and with overheating

[Jeremy McCullough @ May 1st 2007 10:44AM]

I just noticed the same exact problem, showing up just a few days ago...

[Toby @ May 1st 2007 10:55AM]

Same here. Just a minor cosmetic issue and the computer still works brilliantly. Not going to bother sending it in.

[Matt @ May 1st 2007 11:01AM]

Yeah so it cracked.. People make such a big deal about apple products failing. Well guess what not only macbooks crack. I have two pc lappys that are cracked none being a macbook. My macbook is fine but seriously..

[DinnyHoon @ May 1st 2007 11:13AM]

The same happened to my white 'Book a week or two again. I'm not going to bother sending it in just yet, but if any more damage appears out of the blue, Apple-shaped heads will roll.

[hungryduck @ May 1st 2007 11:17AM]

this same thing just happened to me - I hope apple will fix it, I'm going to give them a call in the next week or so

[Mike @ May 1st 2007 11:21AM]

Just waiting around to see how long it'll be before Microsoft or Dell or... are blamed for this defect.

mmmmmmm tuneless whistling mmmmmmmm

[CaptSaltyJack @ May 1st 2007 11:27AM]

With Apple holding only about 7% of the market share, they need to do everything possible to help their customers out in order to help build their public image.

[dionysus @ May 1st 2007 11:37AM]

C'mon Apple, don't use bloody cheap labor to build your products. This is not Apple.

[Awalleigh @ May 1st 2007 11:38AM]

Unfortunately, this happened to me a couple of weeks ago. Fortunately I have an Apple store close by where they fixed it in-house, overnight.

[randy @ May 1st 2007 11:48AM]

Has somebody confirmed all of these 'quality problems' aren't just fools being too ROUGH with their delicate computer?

Nobody else is having any problems.

[tehpyro @ May 1st 2007 11:49AM]

That part broke off about 5 months into me owning my macbook... I just said whatever and moved on...

[SubGenius @ May 1st 2007 12:09PM]

This just happened to my wife's iBook this past weekend.
I thought she had pressed too hard on the palm rest.
But now I see that it is actually a defect in the build.
It looks exactly the same as the picture above.

[z @ May 1st 2007 12:12PM]

Mine just did the same thing two days ago. The crack just appeared from nowhere, and now the piece is broken.

[nj @ May 1st 2007 12:51PM]

This happened to my macbook 2 weeks ago. I always said the macbooks were a much cheaper design than the ibooks they replaced in terms of build quality.

[eli @ May 1st 2007 1:12PM]

I had the exact same issue pop up a few months ago, called apple support last week as it was still in the 1 year warranty, explained what the problem was, they sent a box right out to me for repair. Had my macbook back in a couple days. No hassle at all calling Apple for support, which is good since I don't have an Apple store near me.

[eric f. @ May 1st 2007 1:18PM]

It's logical to consider that the bezel mentioned above is causing the cracks where it strikes the palmrest.

the interesting thing is that I carry my macbook is a very tight camera bag (where there is a lot of pressure on the case) to jobs , so I am a prime candidate for this sort of damage. There is no sign of any distress on my palmrest.

It may be worth mentioning that my palm rest was replaced with the newer "non-stain" version when I had my "RSS" repair done. Maybe this version is stronger?

[Eric @ May 1st 2007 1:21PM]

I had that problem, just called Apple and asked for a box to ship my laptop in. Sent it in and it was back 4 days later.

[david @ May 1st 2007 1:28PM]

same thing happened to mine..
fixed under warranty back in dec

[eujinahn @ May 1st 2007 1:30PM]

My black macbook cracked too. When i took it to the genius bar the just said, "Oh yeah, that's your fault." Ok maybe not like that, but they just whisked me away! I am glad I am not the only one with problems. To remedy it, I bought the invisible shield for the palm rest area. Does the job!!

[Iain Young @ May 1st 2007 1:47PM]

I had this happen to me with my Macbook core2duo two weeks ago. I phoned Apple and they recommended that I take it to a my nearest Apple Retailer and that it would take 5 to 10 working days to fix. I decided to go to the Manchester Apple Store and booked myself into the Genuis Bar there. Which they repair the casing that afternoon. The person I spoke to claimed that it has been happening quite alot and that Apple were in the early stages of investigating the problem.

[christyebeth @ May 1st 2007 2:35PM]

Whew... I thought I was just too rough with my mac. Lord knows it is attached to my body almost 24/7..she goes where I go. This is my 1st mac & I am now a 100% mac lover. I'm glad to know that I didnt damage her. And I doubt I will send it in for repair, what would I do w/o for several days. Is there a rehab I could check into maybe while she is gone? haha. Honestly.... If this is all we have to complain about..... I will take this crack (which I just pulled off) over PC Hell anyday!

[Michael cromarty @ May 1st 2007 2:36PM]

Hi People,

This has just happened to me yesterday!!!!

I'm so annoyed. I got it as a Christmas present and its ticked me right off.

but at least i no that they will repair it. hopefully. Calling them now.

Michael Cromarty

[Teferri @ May 1st 2007 3:12PM]

This happened to me also about 4 months ago. Took it to the apple store and they fixed it under warranty. Problem is the plastic they replaced it now started to crack in the same place. Also got a long crack running down the side of the Machine near the superficial screws. I am Not Happy.

[jay @ May 1st 2007 3:51PM]

I don't understand how everyone is so happy that apple is repairing their systems free of charge without fixing the underlying problems. I bought a subaru instead of a ford because I didn't want to get tons of warrantee work done...
apple has become the car dealer of computer manufactuerers.
if they want to become a serious contender against sony/dell/hp they really need to shore up their build quality.

[Alejandrus @ May 1st 2007 4:51PM]

I have had an Apple PowerBook 15. I have had plenty of issues, repaired it 4 times (2 mainboards, 1 topcase, 1 display) whithin warranty and now, out of warranty, it has another 3 issues (top-case, display, airpoprt). In europe they do not replace nor repair it in two days (last time the repair lasted almost 3 months. If Apple products work, they are great. If not, be prepared with this crap.

[Phillip Donley @ May 1st 2007 5:49PM]

Solution. STOP DROPPING YOUR MACBOOK. :)

I just hate how loud the optical drive is in my Macbook pro.

[Jim @ May 1st 2007 7:14PM]

Yada, yada. How many MacBooks out there, how many cracks? Yawn.

[Raz 4 life @ May 1st 2007 8:41PM]

Freaky... Exact same thing happened to me two days ago. I almost thought that this was a picture of my computer!

[Tucker @ May 1st 2007 9:22PM]

mines got it too. scotch tape helps.
my case just broke on the other side too though, but that one's the bottom case.
my poor poor macbook.
it works so hard.

[dragaroo @ May 2nd 2007 12:57AM]

It happened to me. It could happen to you.

Seriously though, I'm really disappointed with the build quality of the MacBooks - I had no problems like this whatsoever with my original iBook. And as a student, I can't afford to part with my machine for another couple weeks 'til the semester ends. Tsk, tsk...

[Andrew @ May 2nd 2007 1:08AM]

I had this problem 2 or 3 months ago, i brought it to the genius bar at my local apple store, and they had the palmrest, keyboard, and touchpad all replaced within an hour

[Cracked @ May 2nd 2007 2:46AM]

My top case cracked in the exact same way. I took it in to my local authorized tech and it was replaced post haste.

[The ZeroCorpse @ May 2nd 2007 3:25AM]

I have to ask you guys, as the owner of a MacBook myself: Are you slamming the lid shut or letting it snap down hard? I guide the screen/lid down the whole way so it doesn't slam shut, and I just don't see how the normal pressure of the lid against the panel could cause this crack. Mine isn't cracked but it's new.

I'm not going to say I think people are being abusive to their MacBooks, but it sure seems like they'd have to be to cause this damage. Just closing the lid gently doesn't put any sort of heavy pressure or impact on this spot, and when the lid's closed, the only way these little plastic parts would press against each other hard enough to cause damage would be if you were squeezing the bejeezus out of your MacBook.

I also heard about screens "spontaneously" cracking, and I lean toward thinking that some people are pulling/slamming the MacBook shut by pulling one corner of the screen/lid and slamming it down, as if it's a clamshell iBook or a lunchbox.

It's not delicate, but it can't take abuse on a regular basis. It's a $1000+ piece of technology, and you should be CAREFUL with it. Don't just pull on a corner of the lid and let it slap shut! GUIDE IT down.

[Smiler @ May 2nd 2007 3:53AM]

This is a problem I noticed with my MacBook about three weeks ago. I immediately booked a Genius Bar appointment in Southampton for the next day, when they asked very few questions and replaced the whole top case (keyboard, trackpad, etc.) in under 10 minutes, all under warranty.

While it's questionable why this occurred in the first place (I never mishandle my MacBook - it cost an incredible amount and I couldn't live without it) I cannot fault Apple's response in repairing it.

Some people have blamed poor Chinese materials. Quite frankly, plastic is plastic - it's the same compound where ever you go. Not only that, but China must be the world's biggest producer of plastic, so they surely have the most production experience!

I have read reports that in the later revisions (I have a Core Duo version), this area has been reinforced from underneath. How true this is, I have no idea. In the meantime, at least the fault is being repaired under warranty.

[Ken Allen @ May 2nd 2007 8:00AM]

I laugh at people like that. Any system that is Unix based is better than Windows. Heh. Vista is a big failure too.