>Users complain that Apple representatives insist the culprit is a small item or particle that gets lodged between the keyboard and screen upon its closing, eve

>Users complain that Apple representatives insist the culprit is a small item or particle that gets lodged between the keyboard and screen upon its closing, even when that explanation runs completely counter to users’ experiences. This reminds me of a problem I had with the cord on my MacBook Pro charger circa 2012. I bought an MBP new in 2010. This was, I believe, a time when Apple had been trying new formulations on their cables to eliminate BPA and PVC. Less than 6 months after I bought my machine, the sheathing on the power cords started cracking and fraying at both ends. Same happened to my iPod/iPhone cables. It was a very dry winter indoor environment that destroyed pencil erasers, but other than that, I did nothing unusual to the cords. Eventually the sheathing almost entirely fell off and several feet of the cable was exposed, looking like twisted metal rope. It didn't seem imminently dangerous, though worrisome, and I was nowhere near an Apple Store so I ignored it. My system was 18 months old when I was traveling and found myself near an Apple Store. I showed them my charger, expecting they'd agree it was obviously flawed and give me a discount on a new one. Instead, the employee was rather surly with me and told me it as clearly my fault. "You must have rolled an office chair over it." I did not own nor had ever used a chair with wheels. I explained that it started fraying at both ends for no apparent reason and I'd done my best to wrap it carefully every time. This was a $2,400 machine (in 2010). However, the warranty was one year and it had been 18 months. He told me absolutely not, it was clearly my fault and I could buy a power adapter at full price or take a hike. I felt sufficiently abused to call and complain to a manager. The manager apologized and said they'd give me a 50% discount on a replacement. I thanked them and set it aside. Dealing with the surly employee had been somewhat upsetting and I had little desire to rush back to Apple. I ended up going in 2 weeks later, telling them the manager had approved a discount for me. The manager at the time said "WHO? I'M the manager on duty NOW and I didn't approve that." They proceeded to take me through the exact same process in which they told me it was entirely my fault, basically saying I was lying about not damaging it, and was SOL and could buy a new adapter at full price or leave. I was not happy about this. I think I ended up getting a 20% discount or something, which is all I wanted in the first place.