diglloyd Mac Performance Guide
The Speed You Need

SSDStorageMemory

MacBook Pro Retina Display — Screen Burn-In Problem Continues

On June 23, I reported a screen burn-in issue: a latent image “burns in” to the deskop when a window is left on screen. See another example further below.

The problem occurs in as little as 20 minutes; close the window and the desktop is left with a latent image; a ghost image of whatever text or graphic was in the window left on screen.

What would happen if left that way for a few hours? What happens after a year’s use?

Quitting the Finder or logging out has no effect, indicating that the problem is a hardware (screen) issue, not just a screen-bits (graphics memory) issue. After some minutes, the ghost image slowly fades away back to the background color (I use a dark gray desktop, so ghost images are easily seen).

There are other implications too— what if you are a photographer trying to evaluate images? This ghost image problem could lead to bad judgments about image brightness, contrast, or color. Yet another reason Why I Will Not Be Taking the MacBook Pro Retina Traveling With Me — Yet.

I don’t know if this means that my MBP Retina has a bad screen, or if this is a problem common to any Retina display.

Apple’s handling

I called Apple on June 22, but they would do nothing for me unless I reset PRAM and VRAM (I didn’t have the laptop with me). After resetting PRAM and VRAM, no change.

It turns out that the Apple representative tagged my MacBook pro as a 2010 model, even though I told him it was a brand-new MacBook Pro with Retina display received 3 days earlier. That guy was clearly out to lunch, but I guess it explains the reluctance to handle the issue as I had expected (a replacement).

Today (July 3, back from my trip), I called Apple, and the representative started quoting me “14 day return period” (ridiculous since I called on June 22, 3 days after receiving the computer). She told me she could not help, and referred me to a supervisor, who was much more understanding, and ultimately (after 33 minutes on hold and 3 phone transfers), Apple agreed to send me a replacement unit, predicted for August 6 (more than a month from now). I had to ask for “advance replacement”, otherwise it was “send back and have nothing for a month”.

Update: classic Apple underpromise but overdeliver (~1 month becomes ~1 week).

634
Classic Apple underpromise but overdeliver (~1 month becomes ~1 week)
Classic Apple underpromise but overdeliver (~1 month becomes ~1 week)

I’m surprised at how frustrating this experience was. In the past, it was “let’s get it done”. Not this time. And I have to say the stress level rose with the difficulty of hearing the representatives (I have excellent hearing), which sounded like garbled VOIP over to India.

There is a discussion thread on the burn-in/ghost image issue developing on this over at Apple, though that thread is now polluted with irrelevant chatter.

740
The latent image
The latent image
740
The browser window that generates the latent image
The browser window that generates the latent image
Up to 8TB of Thunderbolt Storage!

diglloyd.com | Terms of Use | PRIVACY POLICY
Contact | About Lloyd Chambers | Consulting | Photo Tours
Mailing Lists | RSS Feeds | Twitter
Copyright © 2008-2015 diglloyd Inc, all rights reserved.