Black shadows at the bottom of the screen

[Gl4th]

I bought my MacBook Pro 2017 in September and after a month or so of use I got my display having black shadows from the bottom. Sometimes restarting solves the problem. Sometimes it doesn’t appear for a week and then back again. I called the support and even after all of the possible "software" actions they can't solve my problem, so it appear to be hardware related.

Anyone has something like that? How they solved your problem?

 

[badshoehabit]

Take some screen shots then take it back to Apple.

 

[Gl4th]

It is exactly what I did, but the problem is not visible at each restart and they told me they have to keep the Mac until they see with their own eyes. Eve if the problem appear after one month or more. This is the reason why I’m asking here, so that if someone else had such problem maybe it wold be possible to give them some suggestion without waiting for so long.

 

[MacInWin]

It's most likely the backlight for the screen making the shadows. And if they need to wait to see the issue, you are just going to have to let them see it. On the other hand, if you have AppleCare, you can try to get them to swap out the machine. Ask nicely, don't get huffy. Sometimes for intermittent problems Apple will go a long way to make a nice customer happy. It may or may not work, but it's worth a shot. Just tell them why you need the machine and can't be without one while they are waiting for the problem to appear for them.

 

[chscag]

I agree with Jake. Your MacBook Pro is still under warranty if you purchased it last September. A trip to your local Apple Store and speaking nicely to the genius and maybe even the store manager may get you a new unit.

You didn't mention if your MacBook Pro is a touch bar model or not, but as Jake mentioned it could be an intermittent backlight problem or if it's a touch bar model. it could be a problem with the bar itself.

 

[Gl4th]

My MacBook is without touch bar.
I’m in southern Italy and no Apple Store near my city. I can only take it to an Authorized Service Provider and I’m not sure they will replace my computer. Honestly I’m so frustrated, I can’t see a solution because they told me they want to see the problem, but it may occur even after weeks. do you think it would be better to keep my computer and wait until it happens again or take it to the service provider and let them try forever until it happens?
Or there is any kind of stress test I can perform to show them the problem? When they did the standard analysis nothing happened.

 

[chscag]

I don't think it's a good idea to leave your MacBook Pro in the service shop until it shows the problem. You might be without it for weeks. About the only thing you can do is take it to the authorized provider and have them run tests on it while you're there. Apple authorized service providers have the Apple proprietary diagnostic software to do the testing so perhaps they may find something.

Even if they do find something, they can not replace your machine. Only an Apple Store genius bar can do that.

 

[Gl4th]

Thank you all guys. I think that this week I’ll take my car and drive 3 hours to the nearest Apple Store to check the machine at the Genius Bar. I will update you here. Thanks a lot for your support.

 

[badshoehabit]

Make an appointment first otherwise you may have a wait.

 

[Gl4th]

Ok, I’ll do so! Thanks!

 

[Gl4th]

After so many days still I have not received a decent support by Apple. They keep on telling me that I have to wait, or to take the MacBook Pro to a service provider and when I do so they call me back to tell me that the engineers have not reached a final decision and that I have to take the computer back until they decide. This is more than frustrating, never imagined that apple care was like that. I posted a video of my problem: https://www.youtube.com/watch?v=g6cRdY4qC1Q

 

[chscag]

I watched the video and there is no question that it's a backlight problem which means they're going to have to change out your entire display assembly. Your MacBook Pro uses LED backlighting which is embedded and can't be easily repaired as was with older models. Did you show the Apple Techs the video?

 

[Gl4th]

I've sent this video to the service provider (the store in my city). I've sent it to Apple via their online upload system (https://gigafiles.apple.com/). At first they told me to take the computer to the service provider, then, the same day, they call me back to tell me to take the computer back until they will understand what to do... And I'm going back and forth form the service provider, still having the problem without any solution. Really, I don't know what to do!

 

[chscag]

I hope you can get it taken care of. If you were here in the US or Canada, I'm fairly certain Apple would exchange it for a new machine. It might be time for you to write or call Apple in your country or the nearest Apple Customer Support not a third party service provider.