iPhone 11 screen scratches

I talked to Apple Customer Support (not an Apple store) and requested to talk to a senior advisor. I explained the situation and mentioned: “This is not accidental damage as I never dropped the phone or placed the phone screen-down. Scratches seem to be appearing out of thin air which leads me to believe that this is a defective product.”

The senior advisor was willing to work with me and talked to other departments before explaining that a replacement will be mailed to me and all charges will be waived when I mail back my defective original.

This thread is still going strong I see.

I have had my iPhone 11 Pro Max for almost 2 months now, and the first 14 days I spent trying to scratch it with my pocket, keys, salt sprinkled on the table, my finger nails, etc... because of this thread.

To this day I still do not have a single scratch on it.

I don't know what you people are doing to these phones, but mine is no different than any other phone I have ever owned as far as scratching goes.

Thank god there’s still some sanity left!! Mine too, Z E R O scratches since day one, JUST like every other iPhone I’ve owned.

Of course I still see new posts of “it never happened like this before”, and, “it came out of nowhere”; go figure 🙃

I just switched from the Belkin screen protector to Zagg. I broke two of the Belkin protectors. One from a drop and the other I have no idea how. Zagg is going strong but leaves lots of fingerprints.

[Edited by Moderator]

Belkin glass screen protectors are specifically designed to break to absorb forces that might otherwise break the screen.

If you are breaking glass screen protectors, you are somehow causing greater than normal stress to them.

Similar issue with my brand new iPhone 11 - a 3cm scratch appears out of nowhere. Never had similar issue with any of the 5 earlier iPhone models I had for the past 8 years.

Does Apple plan to do something about these display issues?

Hey! It worked! The senior supervisor gave me a case number and allowed me to go back to the Apple store, where they replaced the screen! It took a few hours but they did it free of charge! Well done! Thanks again for the advice Giovi07!

Fred

If not defective, then at least subpar quality for phones that cost 1000+

The 13 iPhone models before iPhone 11 (Pro) did not have this issue.

Perhaps Samsung is on to something: they offered the S10 series (supposedly with same new "glass") with pre-installed screen protectors. Which is akin to admitting the screen itself is not good enough to withstand scratches from normal, careful use.

Not a defect. Even plastic screens scratch at a mohs level 3; so even with minor yearly glass changes, it’s still GLASS. What I’ve seen and read here is, simply put, luck running it’s course. That kind of damage shouldn’t have even happened to a plastic screen let alone glass. It’s glaaaaaasss not some un-cured sludge.

My 7 got a scratch in my pocket, after a few days. Since I’ve owned the 8, X, XS, and now the 11 ... all the same (no scratches). I know for fact, my luck too will run out again, so will yours.

That said, love this phone; killer in every way!! Hope the 12 is just as good plus all the extra goodies.

Oh and one good thing came of this crazy thread; I did install a screen protector ... I was so anal about scratches that it’s just nice peace of mind to not worry at all!! Time to put this to bed folks

experience the exact same with my iphone 11pro max after a few days big deep scratch on screen just by having been in pocket without any other effects - have had my iphone 7 for 3 years - it never got a scratch during those years being used the exabyte same Way - iphone 11 screen , this is probably the worst screen ever on the iphone 😩😩 have now fitted screen protector to prevent further scratchings

Just wondering how many people who say they do not have scratches on their iPhones have actually held them up to led bulbs as opposed to standard house hold lights and florescent. I went to the apple store one day to see if they had something in stock, while there I over heard a conversation between a specialist and a customer stating that their phone screen was defected. I waited until the customer left and pointed out that the employee was seriously mistaken about the screen being easily scratched. He then proceeded to pull his phone out to show me that with a glass screen protector and otter box case he had no marks what so ever on his phone. I pulled out the same light I use to inspect mine while cleaning and loan be hold his phone was covered in scratches from the bezel the screen even the apple logo. What he said next to me made me laugh when he asked where I got the light from. So clearly this is known issue.

My iPhone 11 Pro Max got some serious scratches. My previous XS Max Pro didn’t. And I keep using the same detergent :-)

Something is off with, at least with some of the last iPhones. Apple should address this issue.

Hi Duckling,

Would you mind telling me what store this was and what procedure you followed.

I am having no luck with Apple. Senior Advisers booked my appointment and left me high and dry, didn't put notes on the booking that she would ask them to be open minded no an exception.

Also, I was just patronised in the store about how to care for the device.

stiltzkin85 wrote:

It does help thanks. It helps us realize that this is a larger issues rather than we were just careless.

+1

The best way to deal with him is to ignore him. Earlier on, he was actually accusing people of posting pictures of fake iPhones as a way of "explaining" how the screens were being damaged so easily. He keeps posting the same thing over and over again, "Apple isn't here...get a screen protector", as a way of deterring people from sharing their experience.

https://discussions.apple.com/thread/250669687?page=96

rbrylawski wrote:

I do agree that some of the posted photo's are likely NOT the new phones and in some cases fake iPhone's. That's certainly not the majority, but certainly in some of the posts, I think they may be fake.

rbrylawski wrote:

Believe what you want and complain as often as you want on this forum. I'm by no means telling you to stop posting. I'm suggesting you're wasting your time as we're telling you the truth because we get to speak with Apple directly in the inner-forum. Just know that posting your complaints here get's you nothing, but complain away and as often as you like if it makes you happy. Or do as we suggest, which does actually bring your issue to Apple's attention directly. Your choice entirely.

Sadly, I believe you're wasting your time with this one. They won't see that we're trying to help them. Oh, well.

Have a great weekend.