iPhone 11 screen scratches

valentine256 wrote:

Oh again. You’re saying we had to use screen protector. How that could help us when we already have badly scratched screens. Let’s be honest – you are here not to help. You are here to blame us that it is purely our fail and Apple isn’t in charge.

I didn't say you had to, I said it was a modicum of protection.

In many states you don't have to ride a motorcycle in leathers and with a helmet, but if you get into an accident you'll regret not having done so.

1.  “The most powerful devices are also designed to be durable — iPhone 11 Pro and iPhone 11 Pro Max feature the toughest glass ever in a smartphone and are rated IP68 for water resistance up to 4 meters for up to 30 minutes, and are protected against everyday spills including coffee and soda.“ – that’s from Apple release. Please point me there it is meant that “toughest” is about crack resistance but not scratch resistance? Pay attention – “designed to be durable”. Yeah, my looks very “durable” already after about 1 month usage. Also about water resistance. Following your logic it maybe water resisted only in special water-proof case, right?

IP68 is a lab test for water resistance. Note that if you decide to "test" IP68 and dunk your phone in water, any damage will not be covered.

Water and other liquid damage to iPhone or iPod isn't covered by warranty - Apple Support

.  Please correct me if I’m wrong – but screen protector or case never mentioned as mandatory. If you buy iPhone from Apple website you even have no such option during purchase.

It's not mandatory, it depends on how you use it. Jeep sells many Wranglers without mud-rated tires, but if you go off road and get stuck in the mud because you didn't install them, it's not Jeep's fault.

.   Pocket is the most common way to carry phones at least for men. Of course guys like you will blame it is terrible wrong – iPhone has to be carried only with screen protector in case in water/sand/bullet-proof bag. But again – pocket is the most common use case.

That's great. Many people don't wash and wax their car, and their paint fails after a few years. It's a common case, but not advisable.

So, if you couldn’t find anything wrong about my points – there is only one outcome here. Apple is in charge in this issue with scratches. Either they misled us in advertisement or they missed the most common way to use iPhone – i.e. keep it in pocket. If I’d drop my iPhone and it will be cracked – I will accept full my responsibility. But getting scratches just from nothing – it is Apple’s issue. I didn’t use the iPhone in any unexpected way.

Your points have their validity but describe uses of a product that are typically up to a purchaser to implement. You don't need a case, but if you don't have one, damage to your phone may occur. You don't need a screen protector, but you may scratch or mar the screen. You don't need a clear bra on the nose of your car but if you don't apply one, rock chips may accumulate. (Humorously enough, car bra film is what Zagg protectors are based upon.)

So even if you have experience with Apple right from 1977 it is very unlikely you’re more experienced customer in this topic as your experience with iPhone can’t be significantly better than mine. And I can’t accept if it happened from usual careful usage as it didn’t happened before.

I always put my phones in a case and apply a screen protector. It seems like rudimentary protection of what is an expensive device. I used to put a screen protector on my iPad too but now I always use a Smart Cover. When I traveled a lot I put my MacBook Pro i a Speck case so the steel body wouldn't get scratched.

It's a risk calculation all around; if you leave your screen unprotected and your phone outside a case, it's more likely to be damaged than one in a case with a screen protector.

They're not mandatory just as (once again) protective gear isn't mandatory when driving a motorcycle (in most states) or when skateboarding.

But if you crash on your motorcycle (or skateboard) and aren't wearing protective gear, you are likely to be damaged. But ultimately it's your call.

My replacement came today, but since Apple still hasn't addressed this issue I'm conflicted about whether I should put a screen protector on it or not so I still haven't opened the box.

And since my previous posts I've talked with multiple friends who pre-ordered their iPhone 11's and they don't have this issue, but handle their phones exactly as I do and always have. I ordered mine October 20th which has me wondering if it only applies to a certain batch.

Guess I need to take another trip to the Apple store and fork out more money for a screen protector that I don't want just to be on the safe side until they respond, if that ever happens. I also just don't understand how a screen protector is supposed to be more durable than this glass – I've never used one before and have never had an issue until now.

At this point I wish I never signed up for the replacement plan or upgraded from the 10 to the 11 Pro. What a waste of time, energy, and money.

Make sure to submit your feedback, it might be the only way we're going to get anywhere here: https://www.apple.com/feedback/

Conspiracy theories are wonderful, but the actual truth is this:

Post are removed for violating the Apple Support Communities Terms of Use.

You agreed to abide by them when posting to these forums.

In particular in this thread, most posts that are deleted violate either this rule:

Stay on topic. Apple Support Communities is here to help people use Apple products and technologies more effectively. Unless otherwise noted, do not add Submissions about non technical topics, including:

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or this one:

Post constructive comments and questions. Unless otherwise noted, your Submission should either be a technical support question or a technical support answer. Constructive feedback about product features is welcome as well. If your Submission contains the phrase "Im sorry for the rant, but…" you are likely in violation of this policy.

No. Apple does not officially read these forums except to monitor for violations of the Terms of Use.

If you want to “get Apple’s attention,” notify Apple Support directly:

Contact - Official Apple Support

Sapsombat wrote:

Here in Thailand you can’t just walk back to the store and return it - or actually you can, but you won’t get your money back. Why you people think that everything works the same way everywhere?

The Apple Thailand web site shows the same 14 day refund policy that Apple has in most of the rest of the world:

Returns & refund - Shopping Help - Apple (TH)

Domdodo wrote:

Some how, my wife has a 4s, that has no scratches and no screen protector and it was kept in her purse, explain that.

Some people have never had an accident in a vehicle in their entire lives and then wreck their brand new car within five minutes of driving it off the lot.

Things happen. For cars it's why you have insurance.

For devices it's why Apple offers AppleCare+ with two incidents of accidental damage repair for $29 each.

For those who want to be cautious it's why Apple offers a variety of cases and screen protectors for sale in their retail store.

There has been a lot of evidence presented here showing the quality of the 11's glass in terms of strength and scratch resistance, which you may choose to ignore, and that's your prerogative.

If you think your case is unique, visit your local Apple Store and they will be happy to give you a free thumbs up or thumbs down as to whether they will replace it under the standard warranty. If you're within 14 days of purchase they also will be happy to give you a refund so you can purchase a different device that better suits your needs.

Genius Bar Reservation and Apple Support Options - Apple

Painless refunds seems like a wonderful reason to purchase Apple devices from the Apple Online Store, as their returns policy allows you to send in items for a refund if purchased online.

Returns & refund - Shopping Help - Apple (TH)

That is true even in the US; some retailers have return policies that differ significantly from those of purchasing directly from Apple.

If you don't want to put forth the effort to obtain a refund, I can't help that; I don't know the return policies of the third-party merchant you purchased your phone from so I can't comment further.

Um, if you purchased your phone from Apple in Thailand, they offer the exact same 14 day return window as is offered in the US.

This is a link to the Apple Return policy for Thailand --> Sales Policies - Apple (TH)

Sononicole wrote:

I’ve only had my IPhone 11 for 10 days now and I noticed a deep hairline crack or scratch in it out of nowhere. I never dropped the phone and I’ve carefully taken care of it. Needless to say I’m very upset that Apple isn’t really responding to all these complaints or taking initiative to respond on how to rectify the situation.

How do you know that?

Apple won't respond or comment here; this is a user to user forum where Apple doesn't comment on issues.

You did the proper thing, you contacted Apple directly, and that is how Apple Support will contact you if they need more information or have updates for you.

bilguun100 wrote:

I want my screen repaired

Your local Apple Store can help you out.

Genius Bar Reservation and Apple Support Options - Apple

If they decide it's not a warranty issue, it will cost you $29 + one of your accidental damage incidents if you have AppleCare+, or $199 for an iPhone 11, $279 for an 11 Pro or $329 for an 11 Pro Max if you do not.

iPhone Screen Repair & Replacement - Official Apple Support

Getting tired of being told its a user to user form, and no matter what we post its meaningless.

From the the official Apple Support Communities Terms of Use:

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I'm not protecting anyone, just pointing out that the issues here have largely been due to user action of some type. I'm not even an Apple stockholder so I literally have nothing to gain or lose in this. If you think I am an Apple employee, you're very greatly mistaken.

It comes down to your assessment - if you think it's defective of a product to be scratched by abrasion against a hard object, that's your prerogative. I've used a screen protector on every iPhone I've ever owned, I refuse to even take a device out of its shipping plastic until I can apply one. It just seems like common sense to me.

The bottom line here is if you believe it is a defect, contact Apple Support directly, as this is a user-to-user forum and we can't do anything to help you with hardware issues.

If they do not agree, if you do not have AppleCare+ and don't wish to use one of your accidental damage incidents, there's not much else you can do unless it's been less than 14 days since you purchased your phone and you choose to return it for a refund. You can sell it and purchase something else, but a quick Internet search will reveal lots of people complaining about scratches on every Android phone as well, even the new Google Pixel 4.

If that’s what you think after watching those ads, well that’s your prerogative.

The iPhone screen is stronger than in past years, various reviews have proved that. A very thorough article has been posted as to why that may be the case, but people continually choose to ignore it, for better or worse.

The iPhone design is what it is. An iPhone left by itself in a sealed room will not scratch itself, proving it scratches through user action, either dragging against grit or other sharp material in a pocket or through some other circumstance. If that makes you unhappy, I get it, next time you will buy any number of Androids - that scratch just as easily.

The bottom line here is the screen is stronger and at the limits of what glass technology can do at the moment. Stronger glass is somewhat more scratch-prone, but even there controlled tests done by reviewers show it is not abnormally scratch-prone.

Ultimately, it’s your call. If your last phone was less prone to be damaged under your use conditions, sell your new phone as used on eBay and buy a used model of that other phone and pocket the substantial change. You certainly won’t be happy with your new iPhone and if your return window has passed there is little else you can do.

If you honestly believe your phone is defective, contact Apple Support; they are literally the only ones who can make that decision.

We’re all just users here, and saying that Apple “should” do this or that (that conflicts with what they actually are willing to do) accomplishes nothing aside from giving you an opportunity to express your dissatisfaction; perhaps that’s enough.

Jamie6996 wrote:

Just to add to the 107 pages of this thread that Apple is clearly ignoring.

As has been stated several times in this thread (showing you didn't read it), Apple does not participate in these forums except to monitor for violations of Terms of Use or occasionally to answer a simple how-to question.

From the Terms of Use you agreed to to open an account and make your one and only post ever:

6. Apple involvement. Apple may respond to questions but does not formally provide technical support on the Site. Any information that is provided by Apple or Apple employees is offered on an "AS IS" basis without warranties of any kind.

This could be a 107,000 page thread, and Apple would not respond here, that's not the purpose of Apple Support Communities.

If you bought it after Nov 15, you have until Jan 8 to return it due to Apple's Holiday Extended Return Policy:

https://www.apple.com/shop/help/returns_refund

I upgraded to the Xs from the 6s after reading this thread. BestBuy sells the Xs unlocked for $900 but it doesn't come with a fast charger.