Staingate is a term referring to the anti-reflective or anti-glare coating of the MacBook’s retina display coming off. It usually looks like the image below. It is a common issue faced by users of MacBook.
How to fix?
- Contact Apple via phone to explain to them the staingate
- Arrange an appointment to visit the store
- Visit the store to send the MacBook for repair (Free of charge*)
- Wait approximately five working days
- Voilà! Collect MacBook (They even replaced the whole lid of the MacBook the upper part!)
We have contacted Apple by the phone. We explained the situation of the MacBook and the officer suggested we bring down the MacBook for repair and review. We were given the options of Apple Store @ Orchard road or A Lab @ Plaza Singapura. As we have 2 MacBooks which is facing the same issue, we decided to try out both the service centres to share the experience through this blog.
Located at 68 Orchard Road, #04-12B, Plaza Singapura, 238839. It is an authorized service provider to provide support for Apple products. Upon arriving, we were greeted by the lady at the counter to get a ticket number. Together with Mr Lim Jamson, we brought the computer for review.
Although the appointment was made beforehand, we still had to queue to get a ticket number for our appointment. The number will be sent by SMS.
When our turn arrived, the staff carefully examined the MacBook Pro to look for any cosmetic defects. This was done to verify that the cosmetic damages were already present before handing over to them. After she opened the lid, she quickly understood the problem; she recognized it was an issue with the anti-reflective coating coming off the display. “If there is any tampering or water damage, we will not repair for free.”, it is understood that Apple would repair for free if it were within the 4-year coverage or if the MacBook’s batch was covered.
We waited for about five working days to collect the MacBook Pro back at A. Lab. They informed that they REPLACED THE WHOLE LID for free! Not only did they fix the staingate problem, they even replaced the whole lid! There were some cosmetic issues on the top half of the lid but since they had to replace the coating, they replaced the whole lid instead. It was a really generous and heart-warming gesture by Apple. Although it was a defect and mistake by Apple, the experience and service provided were top-notch. I felt like a valued customer.
The experience at the Apple Store was totally different,and it was unique. The atmosphere, music and the staff made me feel relaxed and casual.
Once we went up, we were greeted by the Staff asking for our name. They did not have a ticket system. Instead all they needed was the customer name.
I was seated at the side and waited for the staff to attend to me. He came asking if I was Yan Han and understood the situation, the staingate. Just like A. Labs, he took note of the scratches on the lid, etc and informed of the procedure.
After five days I went back to collect the MacBook!
They changed the whole lid as what A. Labs did, and the MacBook was as good as new. The experience to the Apple Store was memorable and the service provided was commendable, one of the best in the world.
Should I recommend the service centres, it would indubitably be Apple Store. The procedure was much faster, and the atmosphere makes me feel at home. The casual environment set-up by Apple enhanced the experience even though it was a blunder made by Apple, their customer service and care were done right and compensated it.