A user who spent approximately $2,000 on a newly released M5 MacBook Pro is frustrated by the creaking sound he hears every time he opens the lid or rests his palm on it. Reddit user noss616 contacted Apple to resolve this issue, but encountered a negative experience with both technical support and customer service.
Apple Employee Declines Replacement, Saying “It’s Normal”!
Just two weeks after purchasing his 14-inch M5 MacBook Pro, noss616 noticed an annoying creaking sound coming from the hinge area and the palm rest when light pressure was applied. Armed with a clear video recording proving the problem and his newly activated AppleCare+, noss616 went to the Apple Store expecting a simple replacement.
However, he claims he encountered the same result at two different Apple Stores. Store employees stated they couldn’t detect the creaking sound. A statement from an employee at the second store has garnered significant attention online. The employee explained that the noise was caused by “metal-on-metal contact” and was considered “perfectly normal.” The reasoning behind their rejection of the replacement request was even more striking: they didn’t want to create an “endless replacement cycle” if a new device produced the same sound.
A former Genius Bar technician who commented partially confirmed this logic. The technician noted that hinge squeaks are generally classified as cosmetic issues and aren’t covered by warranty unless they affect functionality. However, another user claimed to have received a same-day replacement after escalating the issue to store management.
For noss616, a first-time Mac user who paid the additional fee for AppleCare+ for peace of mind, the experience was a rather harsh introduction to Apple’s service ecosystem. While the M5 MacBook Pro series is widely praised for its performance and battery life, such minor issues demonstrate that even Apple’s premium hardware can be flawed, and front-line personnel may be reluctant to authorize replacements unless absolutely necessary.
Some Reddit users advised patience, suggesting that the hinge will settle over time and the noise may stop on its own. Others supported the Apple Store staff’s stance, saying the user was “requesting service for something that was within the specifications.” If the squeaking persists, the user is advised to contact higher-level Apple support.
