iPhone 11 screen scratches

Don't expect any sources for that, they are just trolling at this point - but I will say: good luck returning scratched phone in 90% in the world.

Also they answer really picky, for example, they will tell you in over 60 posts how apple implied shatter resistance with "toughest glass", but will not answer of posts showing AD of apple throwing the phone naked in a woman's bag with all kinds of objects ahahahah + will tell you how in the other AD with objects thrown with high velocity towards the phone's back and those objects got sharp and metal parts - it's on the back so it does not count. Ignoring the FACT that apple state they use THE SAME glass on front and back roflmao - if the back won't scratch the front should not too and the coating is super tiny layer, scratches there are barely visible even when you search for them in ideal conditions for that - those posted here are clearly not + catch fingernails and so on.

TL;DR: Screen replaced by Apple Store, waived the incident fee.

A little over a month after my support call (3 days after buying the phone, 1 day after scratch appears.), I finally got the chance to bring in the phone to the Genius Bar.

It took them a few pairs of eyes and trips to the back office to confirm that it is a display scratch. At first they suggested that it’s cosmetic wear and tear that falls under normal usage, and after more than a month, he/she kinda implying that I have to bear the responsibility.

That’s when I pointed out the 1) date of report (chat transcript), and 2) the photo documenting the incident. The manager in charge eventually showed up and suggested some solution. Because my phone was purchased abroad, they don’t have a replacement model in stock, and due to some regulation they could not issue immediate replacement for my country model. A was to wait 5-7 days for replacement unit, and B, in-store display replacement. I went for B.

Hope you guys who have the same issue can get it sorted. If you have the same problem, take a photo and immediately report the case. If I wasn’t so swift, I would be paying for an incident repair. Otherwise, get AppleCare+ If you want to use the phone without a screen protector.

The iPhone 11 Pro, is my favorite iPhone to date. Killer battery life, awesome camera quality.

Yes, I have very similar issues and much worse. The phone slipped out of my pocket as I got out up and fell a short distance, Even with a cover on it, it chipped, then it developed a white line across the screen. I had the phone four months and had to pay £300 for a replacement screen. Within two weeks even with a glass screen protector and a new cover, it slipped from inside my case at the airport in security onto the floor, hardly any distance at all; and the brand new screen has chipped on the edges in four places. Checking with my friends and my girlfriends, they all say that the glass on the edge chips on all their phones. Hardly a great situation with a phone that as a guy you keep in your pocket. I’ve had several iPhones and the iPhone X doesn’t appear suitable for general use

Apple care plus only covers two incidents and I have a glass screen cover on it. That doesn’t stop the edges getting chipped, even with a general cover as the glass goes right to the edge. They charged me once even though I reported straight away and cost me £300! It is damaged in under two weeks again!! It’s rubbish for something you carry and rely on. I travel a lot and so need to ensure a phone is reliable, if my phone screen fails then I might not be able to travel which would be disastrous.

worse, they say if any chips on it they will charge for the screen replacement at £300 Before they review anything else!

this phone is not fit for purpose if it can be scratched and chip so easily

Well, the scratch on my screen is very deep and I would be happy to accept it is my fault if I dropped it. However, I did not do it and I know there is no verification method for it and Apple cannot believe me only based on my words, so I am not surprised that in the Apple store where I bought it they basically told me it is my fault. Strongly disagree, but I understand why

they did it. If I did not find this forum I would probably agree – I am an idiot I believed in advert, but the point is it is not just one person, so they either released fault screens or they released advert which can be easily misunderstood by general public.

The way they advertise this smartphone implies that the toughest glass in a smartphone is an additional feature of this phone. I am an Apple user and I do not remember any other iphone being advertised like that (please correct me if I am wrong). I already have seen a few people here proposing different definition of tough (not exact quotes):

1) it is tough, but that means it can be scratch easier

2) scratch resistant and drop proof

3) it is tough and it might be more easily scratched, but look at all of those tests, it is definitely scratch resistant

So even here, people are not entirely sure what that means, I decided I will ask. I asked in the Apple store and I called technical support and I talked to a consultant on Apple online chat [or whatever is the proper name]:

1) Apple store – it means it is gorilla glass generation …. [do not remember the number] When I asked what performance can I expect for this claim they said they won’t tell me what can or cannot be done because they do not provide information like that

2) online chat with a consultant when I asked what tests are done on this phone to ensure it is the toughest glass “I am not sure I know it should be very difficult to scratch”

3) Technical support call 1: what test are done on this phone and why is it called the toughest glass? “I am not sure, it is a different department but I believe they had enough reasons to call it like that”

call 2: “all information are available online”

You can try yourself, maybe you will get better answer and if you do, please let me know. If you are able to get this answer in writing that would be even better.

So Apple not only is telling me it is my fault, it is also not able to tell me what I can expect from the claim they make. I would like to know what I can do to Iphone 11 which I could not do to XR? I do not think I am wrong expecting some additional feature as only Iphone 11 was advertised as having the toughest glass in a smartphone.

Please mind that for water resistant properties they provide clarification, but for the toughest glass they say “…strengthened through a dual ion-exchange process” which in my opinion is not a clarification, but another misleading statement that it is strong glass – not any clearer.

Well, the scratch on my screen is very deep and I would be happy to accept it is my fault if I dropped it. However, I did not do it and I know there is no verification method for it and Apple cannot believe me only based on my words, so I am not surprised that in the Apple store where I bought it they basically told me it is my fault. Strongly disagree, but I understand why

they did it. If I did not find this forum I would probably agree – I am an idiot I believed in advert, but the point is it is not just one person, so they either released fault screens or they released advert which can be easily misunderstood by general public.

The way they advertise this smartphone implies that the toughest glass in a smartphone is an additional feature of this phone. I am an Apple user and I do not remember any other iphone being advertised like that (please correct me if I am wrong). I already have seen a few people here proposing different definition of tough (not exact quotes):

1) it is tough, but that means it can be scratch easier

2) scratch resistant and drop proof

3) it is tough and it might be more easily scratched, but look at all of those tests, it is definitely scratch resistant

So even here, people are not entirely sure what that means.

When I decided to by new iPhone 11 Pro after my iPhone X I couldn’t expect I’ve to take care it in different way. When I heard about “strongest” and “durable” I didn’t expect it will be easier to damage than my 2 years old model.

[Edited by Moderator]

What I learn at the Apple Store is that the two incidents per year gets a reset on the second year.

Just for the record, I did not get my screen replaced in the US. But it is in Apple Store. I only do service/claims at the Apple Store for my Apple devices. I’ve had enough experiences with ASPs that I simply don’t want to deal with them.

£300 sounds a bit much for AppleCare+, did you claim it directly at Apple? Or that’s the case in Britain?

I recently had the 8 for 2 years and always tossed it in my purse with my keys, wallet, etc. and never had a single scratch.

I’ve had the 11 Pro for 2 weeks now and have been extra careful to ensure I’m not treating it the same and yet I already have a nice scratch across the screen.

Apparently the ”toughest glass” was a big lie?!

What's apparent is you posted to the first post and didn't take any time to read this thread. Below are a couple really good articles. One about iPhone 11 specifically and why glass is glass and an article from The Verge on much the same topic. Yes, the new iPhone's are tougher. But that doesn't mean they can't be scratched as evidenced by this thread. Tougher does NOT mean it can't be scratched. Tougher means it's harder to break and there's a trade-off between tougher glass and scratchability of glass.

Read this article -- > https://www.idownloadblog.com/2019/11/04/iphone-11-scratches/

Also read this article --> https://www.theverge.com/circuitbreaker/2018/10/19/17514174/gorilla-glass-scratch-resistance-google-pixel-3-samsung-galaxy-s9-note

Again and again. Apple either should state it directly or it mislead its customers.

BUT. How would you explain that only number of consumers experienced that problem. Why can’t you imagine defect batch which lot of customers suspects.

You have actually missed what this forum is for. It is for users to ask other users for technical support and for users to offer help. There is absolutely no assistance any other user can offer you or anyone else who has scratches on their screen.

This forum is not a place to complain incessantly about something.

I’m not expecting somebody at forum will fix my scratch. But don’t you think if that thread will be big enough Apple can’t ignore it?

As I remember you are HR guy. You should know that online reputation built using customers feedback.

You don’t need to advice we should complain to Apple directly - for sure we have done that after noticing this extremely annoying material defect.

I used the product feedback page - didn’t get any comment back. Naturally I also went back to the store where I got this 11 Pro Max - they had no answers. Here in Thailand where I live part of the year you are NOT able to return a product within 14 days and get refunded. Perhaps only in the Apple Store and there is only one in Bangkok, not where I live.

We also know very well that Apple is not commenting here, needless to repeat that either. But we can still share our frustration for this very real problem that is loudly calling product recall. Maybe one day someone who matters will hear us.

Nope. Apple isn't here as we've explained. And to be honest, except for this thread, this subject is barely making any notice outside of here.

Either do something to help yourself, or keep complaining, but when you wake up tomorrow morning, the scratches will still be there and this forum isn't going to help you at all in this regard.