iPhone 11 screen scratches

I just bought a new iphone. £3.95 for two tempered glass screen protectors from a well known auction site. You don’t need to go the full belkin.

I already reported my problem a few days ago, in the end the retailer will change my phone, since 30 days have not passed since the purchase. I sent them the link to this forum, photos, etc. and they have done something about it, quite the opposite to the manager who attended me in the Apple Store, who neither wanted to look at the forum nor the screen marks and the only thing that She wanted was for me to leave the store.

I hope that this problem has not occurred in all the units, maybe in the first ones that left the factory and that the new phone that they deliver to me does not have this defect, I cross my fingers.

Once this post has served to establish that there is a problem with the screens of the new models and that it is not an isolated event, I think that the best option for us is to use the Apple feedback link to get them directly.

https://www.apple.com/feedback/

Greetings from Madrid, Spain

If you are near an Apple Store please please please visit them if you haven’t (not sure if you went in or called them). Especially if you think the issue occurred without reasonable cause. Show them in person what happened and try to replicate it causing another scratch in front of them (but before you do that part ask to speak with a manager and ask them if I can show you how easy a new scratch will appear while we are face to face is it something you will genuinely try to resolve). It’s far easier to just say “nothing we can do” if the customer is not face to face and they are only going by what you say happened. If there is an issue that Apple needs to address then those having the issue have to press Apple to seek resolution unless they can explain clearly why it’s not an issue or defect. Worst case scenario they still determine that it’s not a defect but a case of glass getting a scratch from something introduced to it as can happen. Best case...they see a pattern of abnormalities that they realize they need to address.

Yes, I had my black iPhone 11 less than 24 hours (more like 12 hours) before noticing what appeared to be smudges in various places on the glass screen, but when I attempted to buff them away with a microfiber cloth, they didn't go anywhere. This is my first upgrade in over 5 years - from an iPhone 6 - and the 3rd iPhone I have had in my lifetime. I have never used a screen protector, and this time is no different. My new phone after a single day looks worse than my iPhone 6 after 5 years. I haven't had any incidents or usage which should lead to this sort of thing.

In the hopes that Apple would stand behind their product, I started by calling Apple Support. The rep I spoke with was very polite, but after asking whether I had taken off the plastic screen cover that is attached to the phone when brand new (my response was "yes"), she suggested I return to AT&T (where I purchased the phone) to see what resolution they could offer.

I did this, although I didn't really feel like it was AT&T's problem to deal with. The AT&T rep agreed that the scratches in my phone after one day of relatively gentle use didn't seem reasonable, but indicated that since I hadn't purchased insurance, my only option through them would be to return the phone for a $45 restocking fee (which I can do for up to 14 days after the day I purchased the phone). There isn't an Apple Store in my town, so the AT&T rep suggested that if I wasn't ready to pay the $45 fee, I could try visiting Best Buy, who is authorized to provide service for Apple products.

Also kind, the individual I spoke with at Best Buy indicated that I should A) try buffing the scratches out with a microfiber cloth; and B) purchase a screen protector to prevent more scratches from forming. I was also told that the 1-year warranty Apple provides doesn't cover "cosmetic screen issues," and that because I didn't have the insurance, my only other option through Best Buy would be to pay $300+ for a screen replacement.

My last step may be to drive the hour it will take me to get to the nearest Apple Store, if I choose to go through all of the necessary "steps." However, I might cut my losses now and pay the $45 restocking fee AT&T charges to save a few hours of my life (especially considering paying the $45 fee may very well be the path I am headed down even if I do pay a visit to Apple). I can't say what my experience would be if I were to visit the Apple Store, but in the meantime, I will share my thoughts here since it seems like I am not alone in my experience. I am very disappointed in the quality of my $700 investment. Having had the same phone for over 5 years (without insurance and never a service need except for an inexpensive battery replacement honored by Apple when the battery depletion issues with older iPhones surfaced a couple years back), I am clearly not one to be "hard" on phones. While not *technically* covered under warranty, the level of care that seems to be required to prevent scratches from forming on these new phone screens seems unreasonable. :( Had I known how "soft" the screen was going to be, I would have purchased a screen protector; however, I don't believe I am unreasonable to think that I didn't need one based on my prior (positive) experiences with screen durability in previous iPhone models. If that was the case, the phone should have come with some kind of "buyer beware!" warning! I fully understand that Apple may not completely be aware that there could be a quality issue or defect this early in the game; however, if such reports should continue to surface, I hope they stand behind their product (as they have done with other similar situations in the past). :)

I have a light scratch on the front of my Midnight Green Pro Max received on launch day through pre order. I purchased 3 total only mine has the issue however the other 2 are gold. Also Face Time echoing. Although after escalating to Apple engineering Monday 9/30/19 this problem has went away. I was wearing jeans with rivet pockets one day perhaps that's when it happened. My scratch seems to be in coating only to be seen from an angle. The rivet shouldn't be a 7 on the mohs scale. This is supposedly what it takes to scratch the screen. I did notify support on the issue waiting on response. The back and stainless band are flawless. I do have Applecare plus but this seems to be more widespread than I thought. It does seem every launch day phone has quirks. Maybe next year Ill wait until November. I am very particular about my electronics and am in no way hard on them. iPad Pro and Mac Book are a year old next month and look like they were purchased today. I hate screen protectors but may have to purchase one to insure no real damage occurs.

my wife’s iPhone 11 scratched within a day, it was just in her hand bag pouch/packet, took it to the Apple store and they thought it was done by a key. Apple tech suggested we use a protective glass. Whereas we checked and key was not in the pouch , but then how do you prove that it’s not the key. She has not used it since waiting to get a case and protective glass.

Please, tap the blue text in William's post and read this Verge article. It explains why new smartphones are "scratched by the air".

Long story short: you can't make a glass that is drop resistant and scratch resistant at the same time. And Corning and manufacturers require a drop protection more.

I love to jump on the bandwagon when Apple is getting fair criticism but sorry, it's hard to feel too bad for people that get a phone that has a glass screen that will obviously scratch at some point and you not only don't put a screen protector but you also put it in your pockets. The first thing I did after turning on my wife's Iphone 11 was put a screen protector on it, the second thing was a case. My understanding is Apple has a choice, make it crack resistant or scratch resistant and they chose to make it crack resistant I guess. Until Apple starts using sapphire on their screens they will all scratch at around the same level.

Glass is glass, it scratches.

I DO have an iPhone 11 Pro Max. I don't have scratches because I'm smart enough to know glass can and does scratch. My 11 Pro Max had a protective case and Apple installed screen protector installed before I even turned the phone on. I've NEVER gotten a scratch on ANY of my phones because they ALL have had a screen protector. Spending a $1,000 or more and not taking simple inexpensive precaution is foolish at best.

Complaining here is POINTLESS other than making someone feel better by posting "ME TOO!"

Apple isn't on this forum. Only users are on this forum. People have already taken their phones to Apple and Apple isn't replacing them for scratched screens. So people either have to live with the fact that Corning Glass 6 can scratch (it's the trade off Apple and for that matter Samsung chose this year for their flagship phones) for the glass to be more hardened and less able to crack), or return the phone if they are withing the 14 day return period or put a screen protector on and stop complaining.

I think it's important to note that in virtually every complaint, the only variable is the phone and not user behavior. I've owned over 10 different iPhones, some where owned by the company I worked for at the time, and none of them ever had a screen protector. The work iPhones weren't even mine, so I had no real motivation to take special care of the device. They all lasted YEARS without any significant scratching. Only the phones changed - not normal user behavior. To fault new iPhone 11 users for not immediately adding a screen protector when their old device did not have one is absolutely moronic. That is not the issue. These people, with normal user behavior, are experiencing a serious problem where the only thing that has changed is the phone. My iPhone 11 Pro is doing fine. I don't have scratches and nothing has changed with how I use the device. That does NOT mean that there isn't a problem. Continue to band together and bring it to the attention of Apple!

You're right. I'm going to un-follow this thread now. I'm telling people if they don't want anymore scratches to put a screen protector on. I'm saying Apple and Samsung are using a new glass this year, which is stronger AGAINST cracking the screen, but is clearly not more scratch proof, which many of you were expecting.

You are all now free to moan and complain without me interrupting your whine session.

I also had the same problem with 2 11 Pros and only after some minutes of use!

The first one: Showed up a very light (but long) scratch (couldn't feel it with my nail) after a couple of hours of use (only in hand and in (clean of everything) pocket).

I thought that that the scratch was there from the start and just didn't noticed it.

The store exchanged the phone the same day.

I got a second one which I examined and was OK.

I didn't used it more than 2 mins and then wiped it with the soft cloth (obviously totally new and clean) which came with the Spigen screen protector I bought in order to apply the screen protector.

Then 2 scratches (a light one like in the first iPhone) and a deeper one appeared!

I got the second iPhone back also.

Never had this kind of issue with any iPhone I had the last 9 years.

It is obvious to me that we are dealing with a screen coating failure which Apple has to acknowledge ASAP!

loveletteredbybekki wrote:

I am just super relieved that the screen protector I have on now covers the scratch and makes it invisible. Phone has been in and out of bags and pockets since and not one single scratch on the screen protector. Dread to think what it’d be like if it wasn’t on there.

Thankfully the screen protector I have on there now seems to cover it as well. Even though there is a big air bubble, I am keeping that screen protector on until I go to the Apple Store and get a new one installed.

From an old Oct 19, 2018 "The Verge" article. Some interesting stuff there

"WHY YOUR BRAND-NEW SMARTPHONE WILL SCRATCH JUST AS EASILY AS YOUR OLD ONE"

"The reason why has to do with both market demand and glass’ natural qualities. Since glass can’t truly be both extremely drop resistant and scratch resistant, Corning and other glass makers are forced to choose which of those two qualities to prioritize. For Corning, drop resistance takes precedence."

Just to let everyone know that I went to the Apple Store where I bought my iphone and I got it replaced. I only mentioned I had Apple Care +; not sure this made a difference but they did not ask any other questions.

Concerned whether this will happen again (I decided to put a screen protector) but great reply from Apple.