iPhone 11 screen scratches

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

Well it was a nightmare dealing with Apple getting my 11pro taken care of. Three trips to Apple and I had to buy Apple Care and pay $29 to get the screen replaced. I explained I have never had an issue before and only 3 days with the phone and a scratch. I was so upset. I asked to return it because I was in the 14 day return. They refused! Then said if I would buy Apple care I could get it replaced and that’s all they would do. So I buy Apple care and then told it would take 3 days for it to take effect. So I had to go back three days later. My question is if Apple is so great why are so many people having the same issue? Never again will I purchase an Apple product. There customer service and product is the worse. They say one thing and do another. Yet some are getting their phones fixed for free. So inconsistent!!!!

Only problem is it cost 29.99 and an incident. Apple Care is only good for 2 years and only 2 incidents. So that means I have only one incident left that Apple care will take care of. That is what is frustrating about the whole issue. It’s a defect in the product and I was charged for it and an incident issued.

love280 wrote:

That is what is frustrating about the whole issue. It’s a defect in the product and I was charged for it and an incident issued.

Not a defect in the product, but rather damage that Apple graciously allowed you to purchase AppleCare+ in arrears to address.

Hopefully you also added a screen protector before leaving with your new phone.

Considering William you didn’t see the phone you cant really reply with your comment. Read the threads 100’s are having the same issue. Apple isn’t gracious they are greedy and offering a product that is defective!

I talked to the senior supervisor. He asked me to send some pictures of the scratches on the iPhone11 and I did. But nothing happened.

Well, if you bought the Apple care plan they’ll fix it for $29.

unfortunately, I didn’t buy the plan so it was going to cost me $140 or $150... something like that.

The supervisor said that the iPhone came out in October so, they need more feedback and they’ll have it reviewed and in future if they have enough evidence to go with... they’ll notify. Also, he asked me to google,

”iPhone repair program” to keep checkin.

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.

I had an iPhone 6 for three years without a screen protector and the screen had just a few small scratches. I had the iPhone without a case/screen protector for a day and it got a long stratch right down the face of the phone. I was super careful during that time as well. I think it was from a plastic button on my pants. From my experience the iPhone 11 screen is not more scratch resistant than my previous phone. I can't imagine what it would look like if I treated it the same as the iPhone 6.

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

I think your missing the point. The phone is advertised as toughest screen ever. You shouldn’t sell a product that doesn’t crack but scratches easier than previous models. Who wants to have screen protectors on, Nobody does. I don’t drop my phone but if I did and it cracked, fine. However if I take my phone out of my pocket and it scratches, that is unacceptable at all levels of consumerism for a product. I got my screen replaced after 2 months of use. Put a screen protector on (cost €10). Now after about 1 months use that cheap protector still looks like new and phone is in same environment conditions as before.

please stop talking about mohs scale, that’s what apple and their design team do. People here are talking about real life experience not luck but general everyday use of a product that has been advertised as being better than its predecessors and that hasn’t been delivered

Same thing happened to me. We just got new iPhones 11 a week ago and I noticed very fine but very visible scratches on the screen just one day after I had them. I didn’t even carry the phone around with me because I didn’t have a case yet. So this was just from handling the phone. I’ve had iPhones before and none of them have had any scratches like this.

Like it or not, the Mohs scale is real life - it's a definite actual laboratory stand that defines how hard a material is, and thus how susceptible to scratching it is.

For "no one" wanting to use a screen protector, companies manage to sell millions.

Your feelings of scratches vs. cracks is yours alone; many people feel differently, especially as the scratches can be prevented with a $20 screen protector, where a cracked screen has to be replaced for quite a bit of money.

Well...I think I have left my phone fall once in 5 years, but I put my phone in my pocket tens of times a day. So to say the least, it’s a bad design option from Apple.

I have that a screen protector would prevent scratches. I just wish, if my case is not a case of a defective material batch of phones, that Apple would acknowledge the problem and advice users that these phone cannot stand regular use without a screen protector.

They can stand regular use without a screen protector.

What people need to realize is that pockets often contain very hard and sharp bits of debris that can scratch glass.

As far as scratch susceptibility compared to resistance to breakage, that's your opinion; many other iPhone users feel differently. All you need to do is look at many peoples' phones and you'll see how many iPhone 8 or earlier models have cracked or shattered screens.

Unfortunately that is not the case for my iPhone: sharing absolutely nothing else in my pocket, obviously neither sharp objects nor any debris of any kind...

This seems apparently to be the case also for other users in this forum.

Of course it could well be that this was a batch of defective phones. If this is the case, it would be good if Apple acknowledges this.