Apple dead pixel policy: one for iPhone, three for iPad
There are few things more annoying than opening up your shiny new electronic toy only to find one or more misbehaving pixels. While dead or stuck pixels are less of a problem than they were a few years ago, it does still happen. Manufacturers and retailers rarely go public with what their warranty policies are on these display anomalies, preferring instead to deal with issues on a case-by-case basis.
Our friends at Boy Genius Report gave the lowdown Wednesday on an internal Apple document that specifies exactly how many bad pixels must appear on a device before it is considered to be 'out of spec.' There are a number of thresholds that depend on the display size and the density of the anomalies. For displays up to 3.5 inches, which includes all iPods and iPhones, no bad pixels will be tolerated; even a single instance gets you an automatic replacement. On the other hand, your iPad needs three or more dark or bright spots before a replacement will be offered. Likewise, that gorgeous 27- or 30-inch Cinema display would have to show at least nine bright, 11 dark or a total of 16 bad spots.
Anyone that has dealt with the Geniuses at the Apple store knows that they have some discretion with repairs, and you can ask them to replace a component that's still within the 'acceptable' range if it's driving you batty. Update: The word from inside Apple's retail team is that 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 experience, ask to discuss it with a supervisor). 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. You might want to open the product box in the store and check it before you leave (at least for the midsize gear; opening your Cinema Display or iMac in the store may be an issue without further conversation).
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There are few things more annoying than opening up your shiny new electronic toy only to find one or more misbehaving pixels. While dead...
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I wish this was a public document so people could read it before whining at the Apple Store.
crapplestore.blogspot.com
I want to buy a new MBP. Anybody know if Apple or BestBuy will let you look at the screen before making the purchase?
...should also probably point out that i don't feel a single dead pixel should warrant a replacement (on its own) but my 2month old iPhone 4 also has issues with STILL yellow coloured screen bit als my phone's front and back glass slabs appear to be seperating from the steel band! This dead pixel issue, i hope, will be cause enough without any fuss on apple's part to replace my iPhone... I hope...
November 06 2010 at 2:04 PM Report abuse Permalink rate up rate down ReplyAnyone know if this applies to uk apple stores also?
When I bought my iPad back in May I had 3 very noticeable dead pixels and they actually wouldn't replace it. And when I mean noticeable they were noticeable! I was shocked when they wouldn't replace it. I ended up calling the store back the next day to complain to a manager. In the end he called me back and personally apologized to me and offered a replacement unit.
I was upset at first but obviously got what I wanted. Glad they updated their policies for the public to
see understand
This might be an obvious question, but does your iPhone need to be less than a year old (still under warranty) to get it replaced if you have dead pixels? My 3GS is almost a year and a half old but has at least 2 dead pixels that seem to have shown up recently.
November 05 2010 at 5:28 PM Report abuse Permalink rate up rate down Replyyou ***did*** get applecare…. right?
November 05 2010 at 5:44 PM Report abuse Permalink rate up rate down ReplyI noticed a glaring bright stuck hot pixel the instant I opened my iPhone 4 on day one. But I thought they wouldn't even bother with one pixel. Despite its small retina size, I do notice it almost every day. Maybe with this as ammunition I will seek a replacement.
November 05 2010 at 11:26 AM Report abuse Permalink rate up rate down ReplyYou don't need ammunition. Like the policy says, they'll replace it no questions asked.
November 05 2010 at 12:07 PM Report abuse Permalink rate up rate down ReplyYeah, for anything iPhone or smaller, any dead pixels is cause for a replacement.
November 05 2010 at 2:58 PM Report abuse Permalink rate up rate down ReplyThis is a valid policy, I had 1 dead pixel on my iPad, took it in it was 2 weeks old and they said nope! I have to have at least 3 to get a replacement..I left got an email with the feedback survey and complained about the issue..got a call from the manager of the store the next morning saying "We will absolutely replace the iPad for you, it's here and waiting", so it really is at the store's discretion
November 05 2010 at 10:10 AM Report abuse Permalink rate up rate down ReplyYeah, so it's a baseline policy... ie, you meet the requirements and they pretty much guarantee replacement.
November 05 2010 at 3:19 PM Report abuse Permalink rate up rate down ReplyWhat is the policy for returns with or without a restocking fee? I had a device with a dead pixel and swapped it out the day I bought it. It was non-Touch iPod, so it would fall within the limits set up in this document, but if I had a shiny, new iPhone with a dead pixel, and they wouldn't swap it, could it simply be returned?
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