iPhone 11 screen scratches

XIII_Actual wrote:

I was so excited to buy the 11 as it would be the first new Apple that I bought. What a disappointment. The screen was scratched simply by a few coins in my pocket the first day that I had it, I’ve never seen anything like it. So you put a screen protector on it and you have to almost pound the screen to make it type.

[ … ]

It will be the last Apple products I buy, I’m going back to Samsung

Since you dislike screen protectors, you do know that Samsung phones come with a screen protector preinstalled from the factory, correct?

From Apple's iPhone 12 Pro product page about the display glass (click on the "Find out how" button):

"Dual ion-exchange process

Tough is great, but we also wanted to make it scratch-resistant. So, using our dual ion-exchange process we use on the back glass, we protect against nicks, scratches, and everyday wear and tear."

Let's see how this year's models live up to the description 😃

My iPhone 12 Pro is arriving tomorrow.

Pretty much the exact same thing. They feel less like scratches and more like some sort of permanent smudge. This was from 5 days of use in a pocket.

Sure. Something did touch, and smeared the coating of the screen. But one did not expect any permanent scratch mark to appear after a few days of normal use. Not especially when this new one is bolstered to have even stronger glass than any of the previous models.

Same has happened to mine. Yesterday it was fine and today I have a 3 inch long-deep scratch/crack. Don’t know how it happened, only thing was it dropped behind the couch onto carpet. I can’t tell you how many times I’ve dropped my old iPhones or had it against keys and never had a problem even without a screen protector. I’ve taken extra care with this one but didn’t help. Any suggestions on a good screen protector? I have the 11 pro.

So again...your options are to use a screen protector (which if you don’t want to then that’s your choice but to dismiss it because you don’t like the idea isn’t getting you anywhere. I never said anyone HAD to do so...it was a suggestion and I explained why I choose to do so. If you don’t want to do it then that’s perfectly fine but don’t turn it into a ploy to hide a flaw that has not yet been established to be a flaw in the screen but could very well be something that just happened. These glass screens were never advertised as scratch proof so to act like a scratch occurring on day 1 or day 1000 is promised to not occur if you opt to not use anything is presumptuous and incorrect. Annoying absolutely but not impossible)....or go to Apple and determine if the screen is indeed defective due to a manufacturing issue. Not that difficult to understand. As far as it being a widespread issue...unless you start seeing it in the national news there is no real way to determine that based on online thread posts. We represent a very small percentage of people carrying these devices and unfortunately most don’t turn to online forums for assistance (I kind of wish they did) and the ones that do more often than not do so in order to discuss a problem....which makes it appear that a problem is affecting the masses when in reality it’s probably affecting less than 1%). So ultimately, the only way to make sure that’s proper accounting of a possible issue is made everyone that is having the issue and feel confident that the issue is the fault of poor materials and not the risk of a glass screen coming in contact with anything that can cause a scratch (dirt particles like sand which we all know are strong enough to scratch anything, keys, anything abrasive, etc...). Showing Apple in person how simple it is to scratch your screen in person in ways that they say it should not (and no...how long you have owned it doesn’t determine when it should scratch. No more than you buying a new car and it getting scratched the first day you own it is a manufacturer defect because you just spent tens of thousands on it and you only just bought it. Stuff happens and it’s frustrating but it doesn’t automatically mean defect). If the issue is common and a defect by all means go to Apple in droves. Make sure they know it’s going on. But...if it’s like it is every release where this same exact type of thread happens with the same exact type of “it scratches too easy and it never happened in the previous models” complaints then know that it actually has happened in previous models but until now you may have been the lucky ones to not have to post about it happening to you. And...at the end of the day it’s glass. Yes, on a very expensive item that that they advertise as “the toughest glass in any smartphone, front and back” but at no point claims it won’t scratch or guarantees it won’t do so within a certain timeframe. Sorry if you don’t hearing that but it’s the truth. Again frustrating but a chance you take if your choice is not want to use a screen protector or anything.

Now for those with the smudge/fingerprint looking issue...that’s absolutely odd based on how it looks. Definitely suggest they also go to Apple if possible (or unfortunately deal with the process those of us that don’t have an Apple store near by have to...calling in and perhaps having to mail it in to them if pictures of the issue aren’t something they can diagnose). If you purchased from a local retailer perhaps visit them and see what they are willing to do...although they may be less inclined to swap out if it’s the scratches because they may automatically say they think it was your fault. Don’t let that dissuade you if you feel strongly about it. Just know that the retailers may be less inclined to investigate further which means you need to push the issue with Apple directly).

Ultimately I’m a strong believer in fighting for what you think needs to be corrected so I suggest you go to where the correction would have to occur. Apple. The forums are great for users to help each other when they can but if you have a problem the company needs to be alerted to and address...you won’t get anywhere until you actually reach out to them and do from there

I have the same issue, I've never had a screen protector on one of my phones(because I've never experienced a scratch) but after having the 11 for under a week I've already ordered one due to a scratch on the screen and was told by Apple there's nothing they can do once it leaves them.

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.

I have the exact same problem. I have had my IPhone 11 for less than a day now and there are already noticeable scratches on the front of the screen. I have not dropped the phone or scratched it again anything metal... just normal use and putting it in my pocket

I have THE SAME EXACT looking crack, little divot out of it and all, on my iPhone 11 pro midnight green. No drop. No keys in pocket. Rest it on my iPad Pro keyboard case at night to cushion it until my case comes in.

Crazy. I can’t figure out how it would’ve gotten there, and I hate that I’m crazy about it and considering a $29 screen replacement for something so innocuous.

Same here with the midnight green iPhone 11 Pro Max. 1 week in and I have inexplicable scratches on my front display as well as over my camera housing in the back.

Contacted Apple support today and they told me to contact Verizon since that's where I bought it from.

Same issue. 1/4” deep scratch on the front of the glass. I am going to try to get it replaced by Apple. I have had every phone since the first and have never had an issue with the front glass. I too have taken perfect care with it. I am not convinced it didn’t happen at the factory and I am now just noticing. I have talked to two other people with similar issues. Also if anyone listens to the Tech Guy podcast, they mentioned they had the same issue in the most recent episode 1631.

Ok, so, I put my phone in my back pocket (screen to cheek if we want to get descriptive, but I suppose that’s also worth mentioning to show that it wasn’t screen facing out?) and upon taking it out of my pocket... there is a MONSTER deep gash now. Never dropped, etc.

Really, really unsettling considering that it’s... a phone. And phones go into purses and pockets.

Hopefully this can gain some traction and find a solve? My previous (X) was 150% fine and absolutely not treated nearly as delicate as I’ve treated this for the past two weeks.

Apple, unless we all have legit buns made out of diamonds, best investigate this weird abnormality.

Clearly this generation of iPhone is noticeable more fragile than previous generations. I’ve had iPhones since the original model and never noticed the cosmetic damage and scratching so quickly. I strongly doubt Apple will do anything about it, so I think our only choice are after market protectors/etc. Pretty disappointing nonetheless.

FWIW I think my damage has been mostly caused by rivets in jeans above the pocket. Since this model is taller than my previous iPhone 7 it’s now hitting that where is used not to.

What is the material of your pant pockets? Some materials are harsher than others—I always wear jeans, so the linings are cotton.

the truth is, while Gorilla Glass is focusing on minimizing cracking, that makes the screen more prone to scratches. If they focused more on minimizing scratches, then the chance of breakage increases. (Look up the science.) it’s a complex algorithm that glass makers have to fine tune, to seek that balance between minimizing chances of cracking vs scratch resistance.