So, I dropped off my 20" Cinema Display at the Apple Store (Burlington) on Friday October 7th. I dropped it off for a couple of issues I was having with the display itself. There were a few bright spots on the screen along with, what looks almost like a screen burn from the dock. I was told they could not replace the display and would have to send it out for service. Nothing that my Apple Care would cover the problems.
On Saturday October 14th, I called the Apple Store to check the status of the display. They told me they would check on it and call me back. Later that day I received a voicemail message from one of the Geniuses saying that he contacted the repair center and the repair was on-hold because the damage was caused by some external damage. Now, when I dropped off the display it was in pristine condition (aside from the issues with the screen itself, which was the reason I was bringing it in for repair) as it had been sitting on my desk from the day it was purchased.
Today, Sunday October 16th, I contacted Apple Care. Apple Care then contacted the Apple Store and confirmed that there was no external damage when it was dropped off. On the work contract the condition of the monitor was listed as "Good." I was told that now with the store's confirmation of the monitor's condition, that my repair would now get the green light and would be started this week. I then asked what this "damage" actually was, she told me that the upper left corner was smashed in and there was also some type of crack on the monitor. I didn't get too many specifics regarding the extent of the damage or exactly where this "crack" was located.
My issue with this is, now when the monitor is repaired, I will be receiving a monitor that has been damaged while it was out of my hands. Possibly causing more issues down the road, where I will have to bring it back into the Apple Store, where they will send it out for repair and I will be without a monitor for more time.
I called Apple Care back and was told there was nothing they could do. They said that Apple was doing this as a courtesy, as there was no proof that the damage was caused by them or the carrier they use. Even though the monitor was in perfect external condition and was noted as "condition: good" on the work order.
It's already been over a week and my monitor is tomorrow (finally) going into actual repair now that it has been signed off on. So I assume it will be about another week before I will possibly have it back in my possession. This has me extremely upset, as I have always had a great experience with Apple the company and all of my Apple products.
It really sucks and I hope you at least get a new display out of it for your hassle. I'd highly suggest making sure you have several copies of any documentation that says your display was in good physical condition. Also, after the first non-satisfactory response from the local Apple store, I would have gotten the case information and escalated directly with AppleCare. If you don't get a new or at least fully functional refurb'd display, I'd definitely escalate your case.
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