The highly-praised M5 MacBook Pro is facing early scrutiny as a new customer's $2,000 dream machine is marred by an unsettling physical issue, leading to a frustrating support experience that highlights the subjective nature of "cosmetic" defects.
Just a few weeks after its celebrated launch, Apple’s M5 MacBook Pro is already facing the kind of real-world test that specs sheets can’t predict: build quality and customer service. While reviewers universally applauded the laptop's raw performance and battery life, a growing thread of discussion on Reddit points to a potential hiccup in Apple’s famed craftsmanship, leaving at least one new owner in a frustrating cycle of denial and dismissal.
The issue? A persistent, faint creaking sound emanating from the laptop's hinge and palm rest area—a disconcerting noise for anyone, but especially for a first-time MacBook buyer who invested a significant sum.
The $2,000 Squeak: A First-Time Mac User’s Disappointment
The story comes from Reddit user noss616 in Australia, who took the plunge into the Apple ecosystem with a top-spec 14-inch M5 MacBook Pro, a purchase totaling nearly $2,000. For the first 15 days, the machine was everything he hoped for. Then, the creaking began.
In a now-viral post on the r/MacBookPro subreddit, the user detailed how the noise occurs during normal use—specifically when opening or closing the lid or when light pressure is applied to the chassis. To eliminate any doubt, he even recorded a video clearly demonstrating the subtle but distinct creaking sound, proving it wasn't just his imagination.
Armed with this evidence and the peace of mind of an active AppleCare+ subscription, he headed to his local Apple Store, expecting a straightforward repair or replacement. What he received was anything but.
"We Don't Want to Create a Precedent": The Store Visit Ordeal
According to the user's account, employees at not one, but two different Apple Stores dismissed his concerns. At both locations, Genius Bar technicians claimed they could not hear the creaking noise. Even upon closer inspection, they insisted that nothing was physically wrong with the device.
The experience escalated during the second visit. The user described feeling "gaslighted" by an Apple employee who, after finally acknowledging the sound, attributed it to the MacBook’s "metal-on-metal body" and claimed it was "entirely normal."
The most jarring part of the exchange came next. The same employee reportedly stated, “We’re not going to replace it because we don’t want to create a precedent. If we swap it and the new one has the same noise, it just becomes an endless cycle of exchanges.”
For a customer who had just spent a small fortune on a premium product, this response was a bitter pill to swallow. It shifted the narrative from addressing a potential hardware fault to a corporate policy of avoiding accountability for what Apple deemed a minor issue.
A Divided Response: "Cosmetic Issue" or Valid Concern?
The Reddit thread quickly became a forum for debate, with even industry insiders weighing in. A commenter claiming to be a former Genius Bar Technician stated that such creaking is often classified as a non-functional, cosmetic issue and is therefore not covered under the standard warranty. This perspective aligns with the official stance the user encountered.
However, this blanket classification was challenged by other users. One Redditor shared a contrasting experience, noting that they had successfully secured an on-the-spot replacement for an M4 MacBook Pro after persisting and escalating a similar creaking complaint to store management.
This inconsistency in support outcomes points to a larger problem: the subjective line between a "normal" characteristic of a metal unibody and a legitimate build quality defect. Furthermore, this isn't an entirely new problem for Apple. Previous-generation MacBooks have been plagued by similar hinge creaking, with many users and third-party repairers finding simple fixes, such as tightening the screws around the display mechanism.
Experience the power and potential pitfalls for yourself. The latest model is available for purchase.
Buy the 2025 Apple Macbook Pro with M5 chip on Amazon
The Bigger Picture: Craftsmanship and the Cost of Compromise
For many, a faint creak might seem like a trivial non-issue. But context is everything. When a company like Apple commands a premium price and built a reputation on impeccable design and engineering, customer expectations are justifiably high. A physical imperfection, however minor, can shatter the illusion of perfection and feel like a betrayal of that brand promise.
This incident serves as a stark reminder that even Apple is not immune to quality-control variances. More importantly, it highlights how a company's response to these edge cases can sometimes cause more damage to brand loyalty than the initial flaw itself.
The consensus among the Reddit community is that user noss616 should not give up. By remaining persistent and escalating the issue through higher support channels or executive customer relations, he may yet receive a replacement unit. For now, his story stands as a cautionary tale for new buyers: the journey from the unboxing high to a flawless user experience isn't always as smooth as Apple’s marketing makes it seem.