Apple Authorized Services Contradict Each Other Over MacBook Air Screen Defect

On January 6, 2026, I purchased a MacBook Air M4 with 16 GB RAM and a 500 GB SSD from the Gürgençler Apple Authorized Reseller at Forum Istanbul. Only four days after delivery, on January 9, 2026, I noticed a defect in the upper-left corner of the screen that looked like an air bubble or stain. During this period, the device was not exposed to any impact, drops, pressure, or any situation that could be considered user error.

After noticing the issue, I first applied to the Apple Authorized Service at Zorlu Center (Genius Bar). Following their inspection, the written service report I received clearly stated that the screen issue was caused by an internal structural problem, that it was not user-related, and I was directed to the store where I purchased the device for a product replacement.

Based on this, I returned to the Forum Istanbul Gürgençler store, where I was then directed to the Gürgençler Authorized Service at Mall of Istanbul. However, the Mall of Istanbul Gürgençler Authorized Service claimed that the screen was cracked and, despite there being no signs of impact or breakage on the device, demanded a paid screen replacement of $569.

There is a clear contradiction between the reports issued by two different authorized service centers for the same product. While the Zorlu Center Apple Authorized Service evaluated the issue as a manufacturing-related internal screen defect, the Mall of Istanbul Gürgençler Authorized Service alleged user error without providing any technical or concrete evidence.

This situation should be evaluated under defective product and hidden defect provisions. Under Consumer Protection Law No. 6502, defects that appear within the first six months after delivery are legally presumed to have existed at the time of delivery, and the burden of proof lies with the seller.

For all these reasons, and since I have both the service reports and the invoice, I request that my device be replaced with a new one free of charge, or, if that is not possible, that the full purchase price be refunded. I expect Apple and Gürgençler to resolve this contradiction between their own authorized services without causing harm to the consumer and to promptly eliminate my grievance.