Apple’s Dead Pixel & Stuck Pixel Policy
Apple’s internal policy on dead and stuck pixels has been revealed. Titled “Acceptable numbers of pixel anomalies” the internal document explains Apple’s policy on what they call pixel anomalies and how they handle repairs or replacements.
Apple’s Dead & Stuck Pixel Policy
Here’s the breakdown from the leaked Genius chart:
- iPod nano, iPod touch, and iPhone screens: repair or replace after 1 or more dead pixels
- iPad: repair or replace after 3 or more dead pixels
- MacBook, MacBook Air, MacBook Pro 13″ and 15″ models: replace after 4 or more bright pixels, 6 or more dark pixels
- MacBook Pro 17″, displays up to 20″: replace after 5 or more bright pixels, 7 or more dark pixels
- iMac 24″ and iMac 27″, Apple Cinema Displays from 22″ to 30″: replace after 9 or more bright pixels, 11 or more dark pixels
Of particular note from the memo is the following:
If the number of pixel anomalies is within specifications, explain that to the customer. Further explain that you can replace the product, but the replacement product may have even more anomalies yet still be within specifications, and that Apple will not replace the product again if the number of anomalies in the replacement product is within specifications.”
As you can see from the above chart, the smaller the screen the more likely they are to replace or repair the device.
Apple’s Official Dead Pixel Policy vs Real World Experience
While the official guidelines for handling dead pixels seem strict, I suspect there is a larger policy at the Apple Store for ensuring customer satisfaction. Speaking from direct experience, Apple can be far more generous than this support document suggests. Case in point; I purchased a MacBook Pro 13″ earlier in the year and discovered a single dead pixel glowing bright red smack in the center of the screen, you couldn’t miss it. I took the Mac back to the Apple Store and an Apple Genius swapped the machine out immediately, saying he wanted to be sure I was happy with my purchase. The new MacBook Pro’s screen was flawless, and yes, I was happy.
My advice to anyone who is dissatisfied with either a dead or stuck pixel is to talk to Apple, at the end of the day customer service seems to always win out over official policy.
The dead pixel policy is the third internal Apple support document to be leaked in the past week to BGR, the first being that AppleCare warranties can be transferred to new purchases and the second involving a display issue with some of the new MacBook Air models.