Opinion: Apple mobile hardware's lousy fluid resistance
TweetFollow Us on Twitter

Opinion: Apple mobile hardware's lousy fluid resistance

As a mindless Apple fan boy, I am quick to tout the coolness of Apple products but tend to wink at vulnerabilities.  Sorry about that, but the worst Apple product exceeds the garbage the competition puts out most of the time. 

Today's op-ed piece, however, will blast Apple in a way I never have before. In many respects Apple hardware exceeds the rest of the industry in quality and durability. Apple customer service is generally incredibly helpful and they go the extra mile for customers. Still, there are a couple of areas where improvement could be made.

I read with some degree of empathy about runners who sweated while caring their iPhones in their pockets. They took the moist iPhones back only to be rebuffed by Apple repair service, due to "fluid damage." While it is not a reasonable expectation to go scuba diving with an iPhone, it seems like greater humidity resistance could be achieved across the board. The reason laptops, iPhones and iPads are cool is because unlike desktop computers they can be taken on the road or, in some cases, on the run. The mobile aspect of computing is what has really been a paragon shift in the way we relate to our electronics.

We know the military is interested in iPhone and perhaps the iPad as they allow our forces to link up wirelessly to command and control. Military specifications are much tougher than consumer grade products. While US$15,000 laptops that work underwater might sell to the Army, we know consumers won't pay so much -- and don't need that level of robustness.  

But, some of the things that make hardware less vulnerable to water, shock and even electromagnetic pulses can be adapted from military specs to consumer grade products, without the high price tag. Part of Apple's environmental robustness strategy should be in thinking about it instead of punishing the consumer who has the right to expect a higher level of resistance to fluid damage.

Now the other shoe drops. Recently, my work horse MacBook Pro was examined and sent back to me with screen issues that have to be related to the graphics card, which failed testing in front of me. The genius hooked a box up with two USB cables to two USB ports on my MacBook Pro and ran a diagnostic test on my graphics card. It failed the test. I have one vertical line that went out on my laptop. Not a major problem since it is only in the display and not in the files I create.  But, that is normally repaired under a three-year extended warranty period due to a known issue with GeForce 8600M GT graphic cards.

Two and a half years ago I splashed coffee across the keyboard of my laptop. I wiped it off and turned the laptop upside down and removed the battery as quickly as I could. I waited three days and when I fired it up it was fine. However, the dark stains of the coffee remained on the surfaces of the hard drive cover and the cover of the superdrive.  

I went around and around with Apple and the final disposition of my case is that "since Apple has a policy of bringing repaired product up to 100%, they would have to replace the working hard drive and working SuperDrive in addition to replacing the faulty card." They insist that coffee stains on the exterior of the hard drive and superdrive make them "damaged." I offered to sign a waver that I would not hold Apple responsible for anything but the graphics card that they admit is faulty. They refused and -- unless I am willing to pay over $1,000 to replace a working hard drive, SuperDrive, keyboard, LCD and upper case -- they will not replace the bad graphics card (which is under warranty).

I suggested to the manager of my local Apple store that if a thin layer of plastic sheeting was placed between the key board and the guts of the computer had been installed when the computer was made, it would have reduced damage to the keyboard alone. He said that was a good idea. Well, gee, thanks.

So, at the end of the day they want as much as a new computer to fix my old one. I figure I am a year away from being ready to buy a new MacBook Pro, so I guess I will have to live with a display issue.

This is the first time in 20 years Apple has disappointed me with customer service. While I admit they have a point, it seems like it should be possible to fix what they know is wrong and allow me to sign a waver to not fix what still works. In retrospect I should have opened the laptop and gently washed the coffee off the interior parts. Had the spill been water, there most likely wouldn't be an issue since the amount of fluid was minor and won't leave stains like coffee did.  

How much does this repair policy have to do with insisting on 100% quality on Apple repairs and how much is this about an excuse to avoid warranty repairs if there is any excuse for refusing to help customers with a known issue?

-- Greg Mills

Greg Mills does faux wall art (http://www.gregmills.info/GregMills.info/Home.html) and runs Cottage Industry Solar Shops (http://www.cottageindustrysolar.com/cottageindustrysolar/Home.html).


Community Search:
MacTech Search:

Software Updates via MacUpdate

AirPort Utility 6.3.6 - Set up and manag...
Note: Most recent release available only within OS X 10.11 El Capitan update. Use AirPort Utility to set up and manage your Wi-Fi network and AirPort base stations, including AirPort Express, AirPort... Read more
Quicksilver 1.3.1 - Application launcher...
Quicksilver is a light, fast and free Mac application that gives you the power to control your Mac with keystrokes alone. Quicksilver allows you to find what you need quickly and easily, then act... Read more
Tidy Up (Five Users) 4.1.5 - Find duplic...
Tidy Up is a complete duplicate finder and disk-tidiness utility. With Tidy Up you can search for duplicate files and packages by the owner application, content, type, creator, extension, time... Read more
Mellel 3.4.3 - The word processor of cho...
Mellel is the leading word processor for OS X and has been widely considered the industry standard since its inception. Mellel focuses on writers and scholars for technical writing and multilingual... Read more
Skype - Voice-over-internet p...
Skype allows you to talk to friends, family and co-workers across the Internet without the inconvenience of long distance telephone charges. Using peer-to-peer data transmission technology, Skype... Read more
Bookends 12.6.0 - Reference management a...
Bookends is a full-featured bibliography/reference and information-management system for students and professionals. Access the power of Bookends directly from Mellel, Nisus Writer Pro, or MS Word (... Read more
Apple iBooks Author 2.4 - Create and pub...
Apple iBooks Author helps you create and publish amazing Multi-Touch books for iPad. Now anyone can create stunning iBooks textbooks, cookbooks, history books, picture books, and more for iPad. All... Read more
Web Snapper 3.3.9 - Capture entire Web p...
Web Snapper lets you capture Web pages exactly as they appear in your browser. You can send them to a file as images or vector-based, multi-page PDFs. It captures the whole Web page - eliminating the... Read more
Tunnelblick 3.6beta10 - GUI for OpenVPN...
Tunnelblick is a free, open source graphic user interface for OpenVPN on OS X. It provides easy control of OpenVPN client and/or server connections. It comes as a ready-to-use application with all... Read more
EtreCheck 2.5.1 - For troubleshooting yo...
EtreCheck is a simple little app to display the important details of your system configuration and allow you to copy that information to the Clipboard. It is meant to be used with Apple Support... Read more

Camel Up (Games)
Camel Up 1.0.0 Device: iOS Universal Category: Games Price: $4.99, Version: 1.0.0 (iTunes) Description: | Read more »
The Martian: Bring Him Home (Games)
The Martian: Bring Him Home 1.0 Device: iOS Universal Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: Based on the best selling novel and critically acclaimed film, THE MARTIAN tells the story of Astronaut Mark... | Read more »
This Week at 148Apps: September 21-30, 2...
Leap Into Fall With 148Apps How do you know what apps are worth your time and money? Just look to the review team at 148Apps. We sort through the chaos and find the apps you're looking for. The ones we love become Editor’s Choice, standing out above... | Read more »
Tweetbot 4 for Twitter (Social Networki...
Tweetbot 4 for Twitter 4.0 Device: iOS Universal Category: Social Networking Price: $4.99, Version: 4.0 (iTunes) Description: *** 50% off for a limited time. *** | Read more »
Mori (Games)
Mori 1.0 Device: iOS Universal Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: Stop, rewind and unwind with Mori. Time is always running, take a moment to take control. Mori is an action puzzle game about infinitely... | Read more »
100 Years' War (Games)
100 Years' War 1.0 Device: iOS Universal Category: Games Price: $3.99, Version: 1.0 (iTunes) Description: | Read more »
Tower in the Sky (Games)
Tower in the Sky 0.0.60 Device: iOS Universal Category: Games Price: $1.99, Version: 0.0.60 (iTunes) Description: | Read more »
hocus. (Games)
hocus. 1.0.0 Device: iOS Universal Category: Games Price: $.99, Version: 1.0.0 (iTunes) Description: New, polished, mind-bending, minimal puzzle game with dozens of levels and extra-ordinary design Features:- Beautifully crafted... | Read more »
Mos Speedrun 2 (Games)
Mos Speedrun 2 1.0 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0 (iTunes) Description: Mos is back, in her biggest and most exciting adventure ever! Wall-jump to victory through 30 mysterious, action packed levels... | Read more »
3D Touch could be a game-changer, but it...
Were you one of the lucky/financially secure enough ones to buy a new iPhone 6s or iPhone 6s Plus over the weekend? Yup, me too (I’m not convinced I was either of those two things, but let’s go with lucky for now), so I thought I’d delve into just... | Read more »

Price Scanner via MacPrices.net

Apple refurbished iPad Air 2s available for u...
Apple has Certified Refurbished iPad Air 2s available for up to $140 off the price of new models. Apple’s one-year warranty is included with each model, and shipping is free: - 128GB Wi-Fi iPad Air 2... Read more
Save up to $100 on Mac AppleCare Protection P...
Adorama has 3-Year AppleCare Warranties on sale for up to $100 off MSRP including free shipping plus NY & NJ sales tax only: - Mac Laptops 15″ and Above: $249 $100 off MSRP - Mac Laptops 13″ and... Read more
Updated Mac Price Trackers
We’ve updated our Mac Price Trackers with the latest information on prices, bundles, and availability on systems from Apple’s authorized internet/catalog resellers: - 15″ MacBook Pros - 13″ MacBook... Read more
12-inch MacBooks in stock for up to $120 off,...
Adorama has 12″ Retina MacBooks in stock for up to $120 off MSRP including free shipping plus NY & NJ sales tax only. For a limited time, Adorama will include a free Apple USB-C to USB Adapter,... Read more
15-inch 2.2GHz Retina MacBook Pro on sale for...
Amazon.com has the 15″ 2.2GHz Retina MacBook Pro on sale for $1799 including free shipping. Their price is $200 off MSRP, and it’s the lowest price available for this model (except for Apple’s $1699... Read more
iPhone 6s and 6s Plus Feature Improved Durabi...
Upgraded components in the new iPhone 6s Plus cost $16 more than the components in the earlier iPhone 6 Plus according to a preliminary estimate from IHS Inc. The bill of materials (BOM) for an... Read more
13-inch Retina MacBook Pros on sale for up to...
Adorama has 13″ Retina MacBook Pros on sale for up to $130 off MSRP. Shipping is free, and Adorama charges sales tax for NY & NJ residents only: - 13″ 2.7GHz/128GB Retina MacBook Pro: $1199.99 $... Read more
Apple refurbished 2014 13-inch Retina MacBook...
Apple has Certified Refurbished 2014 13″ 2.6GHz/128GB SSD Retina MacBook Pros available $979, $320 off original MSRP. An Apple one-year warranty is included, and shipping is free: - 13″ 2.6GHz/128GB... Read more
iOS 9 Reflections Ten Days In – The ‘Book Mys...
I’ve never been much of an early adopter by philosophy or temperament, although I did buy the iPad Air 2 I’m typing this column on last fall only about a month after Apple unveiled it. However, my... Read more
Apple refurbished Time Capsules available for...
Apple has certified refurbished Time Capsules available for $120 off MSRP. Apple’s one-year warranty is included with each Time Capsule, and shipping is free: - 2TB Time Capsule: $179, $120 off - 3TB... Read more

Jobs Board

Senior Payments Security Manager - *Apple*...
**Job Summary** Apple , Inc. is looking for a highly motivated, innovative and hands-on senior payments security manager to join the Apple Pay security team. You will Read more
*Apple* Solutions Consultant - Retail Sales...
**Job Summary** As an Apple Solutions Consultant (ASC) you are the link between our customers and our products. Your role is to drive the Apple business in a retail Read more
*Apple* Site Security Manager - Apple (Unite...
**Job Summary** The Site Security Manager is a high-profile security position at Apple . The Site Manager is the face of Apple Global Security (GS) and primary point Read more
*Apple* Fulfillment Operations Execution Ana...
**Job Summary** The AMR Apple Fulfillment Operations Team is seeking a talented team player to drive the Apple Online Store (AOS) fulfillment performance to ensure a Read more
*Apple* Distinguished Educator (ADE) Communi...
**Job Summary** Apple is seeking candidates for a new position on the Apple Distinguished Educator (ADE) Program team as ADE Community Support Manager. Join a team Read more
All contents are Copyright 1984-2011 by Xplain Corporation. All rights reserved. Theme designed by Icreon.