Hi,
Im excited to own the new iPhone 11 Pro but after a few weeks of ownership, one of the 3 camera lenses has shattered out. The phone has never dropped or mishandled, just simply normal use in my pocket. I just wanted to make the Apple community aware that the Camera glass is very weak! Buy a case that covers and will well protect the cameras. Ive attached a picture of my phones broken camera lens.
iPhone 11 Pro Max
This happened to me this summer... the top camera lens cracked. I called Apple and they were useless, they told me they can’t replace such a small part and the only solution was to replace the whole handset in exchange of £700 (i don’t have apple care).
Of course I said no because this is ridiculous, I didn’t want a new phone I just wanted a new glass camera lens cap which is tiny and shouldn’t be that hard to replace.
In the meantime I stick tape to my camera to prevent dust and damage to the inner lens. I finally found a repair shop that had this tiny part in stock and was willing to replace it for me. Can you guess how much it cost me?
£50 😂
Not ideal but better than not being to use my camera at all. Also my phone was already out of warranty and because it was bought in the US no insurance company other than apple care wanted to insure my phone to begin with. This is just my bad luck...
Now I have a Spigen tempered glass camera protection, it doesn’t look as nice as when it’s without but at least it protects from this stupid thing happening again.
Just as a point of reference, that’s not the lens that’s damaged but one of the lens covers. Also, it’s not glass but synthetic sapphire crystal like on a nicer watch. The material is difficult to scratch unless something equally hard or harder (like aluminum oxide sandpaper, diamond, or silicon carbide) is in contact. It can still break or shatter.
Well arguing with us users on this user to user only forum won't get you anything. Apple isn't here on this forum and only Apple can help you. Schedule an appointment at your Apple Store Genius Bar and show them your phone.
Apple will not fix this issue for free. They call it accidental damage even though it is an obvious manufacturer defect. But the guy at Apple that I showed my phone to said he had not seen it before and that Apple won’t fix it because a couple hundred people out of over 12 million that have been sold. Take it to Apple so it can be documented and hopefully they will fix them if enough people complain. But I don’t think they will fix it because we are such a small number of people having this problem
Yes. I could not agree more. The alternative and even better option would be to buy that case which has a sliding protective cover. That way the lenses covers are more efficiently protected and pictures unaffected.
Have a look at that; it is the only one I have found.
https://www.aliexpress.com/i/4000188957870.html
I think that Apple could advantageously upgrade their own cases with a metal sandwiched flap (in silicone or leather for respective cases) which would be held in place open or closed with thin magnets bands located at each side, the “hinge” being located at the right of the lenses block.
I called Apple support since most stores are closed to check on this being covered through Apple care. And as of this week, it was. I got my new phone already and there was no co pay since I had Apple Care.
Apple probably hasn't even seen this post, the moderators might've, but not anyone that actually has a hand in the process. If you want to tell Apple, submit a Feedback here - https://www.apple.com/feedback/
I own an iPhone 11 and the cracked glass at the back is the same exact location as your broken glass in the photo. Coincidence? i think not! The glass is indeed weak and I was surprised to see it after just placing it on the table. While not dropped, it appears that I may have placed the phone recklessly on the table. I did not throw it so I can’t understand how it broke so easily. Apple should definitely recall and repair this glasses for free.
I called Apple Support which you can google easily and there will be a staff in charge of your case. Actually, Apple needs to check my damaged phone when they receive it and then decide whether the fee is covered.. so it's not a 100% promise yet but I am hoping for the best.
I had the exact same problem. Just two weeks after buying my iPhone 11, the rear camera cracked for no apparent reason. I did not drop the phone and always use a protective case. Just for having it in my pocket it cracked (no keys or wallet in that pocket, ever). I was travelling for some time, so I was able to go to an Apple Genius Bar yesterday. They told me they do not repair rear cameras, and that the only solution was to get a new phone for $399. The other solution she mentioned was to add Apple Care for $149 and then change it for a new phone for $99. The problem is that I bought my phone on September 22nd and this was no longer a possibility for me. It seems insane that they are making you get a new phone and charging $399 for something that should be simple and easy to repair, and that apparently is very common and happening to a lot of people. It seems to be a manufacturing issue. I hope Apple decides to issue a Repair Program for this.
I don't know why you think telling me or anyone here what Apple should do will help you. Apple isn't on this forum. This is strictly a user to user only forum. No one here works for or has anything to do with Apple. If you or anyone has had this happen, schedule an appointment at your Apple Store Genius Bar and show it to Apple. Posting here won't help you at all.
100 users out of literally millions of owners isn't many. I'm not saying you shouldn't see what Apple may do for you, but it's most unlikely you'll see any recall with a statistically small percentage of users affected.
This discussion page is nice cause it lets us know we aren’t the only ones with this problem but Apple doesn’t care what any of us write in here. Everyone needs to let Apple know you are having this issue so they are record of it. Go to the Apple store so they can log it that you are having this issue. I went yesterday knowing that they wouldn’t do anything to help, and they didn’t do anything, but I still went so it would be in their records. Please call and go in so hopefully they will help us out with it
To pay up to $1500 for any phone and not take reasonable, inexpensive measures to protect that investment is simply foolish, IMHO. Whether you or anyone else feels it is important or not is up to the user. I put my $1250 paid all cash iPhone 11 Pro Max in a good case and installed a screen protector on it before I ever turned it on. My iPhone screen is pristine and I will never have to worry about scratches and my iPhone itself is fully protected against anything which might happen to it. Apple sells both iPhone cases and screen protectors. They wouldn't sell them if they weren't good, simple and inexpensive items sold to protect our investments.
Did Apple officially say you should buy either? No. I think Apple assumes we are bright enough to understand these electronic marvels should be protected. But they leave that up to the buyer.
From the scratch on the lens aluminium ring and the glass failure mode implies an impact. it seems this phone was either dropped or smashed against a hard surface. Metal does not scratch by itself...
This is a case of accidental damage, there cannot be any doubts about it.
The sad news is I have went to my Apple service provider in my country. They told me that lens coating damage is not covered by Apple 1 year limited warranty. Apple limited warranty just cover hardware and software issue . I will just be happy that this is just the damage for now and not software and hardware. I can no longer go to Japan just to return this and they might no longer give me a replacement for my iPhone. I just wish Apple would improve their quality control more so many will not get phones like mine that has defects in the camera lens glass cover. I know that they make thousands of phone every week so their might be some that have deffects like mine. If you can buy in your home country it is better than to buy overseas because returning the device if it has big or small defects will be easier. Lesson learn that you can voice out or argue in the Apple store when you unbox your phone if you are not satisfied with the product and you still have the option to have a replacement phone. Check very well also your device before leaving the store. I know some people will just be satisfied with their iPhones properly working and ignore if it has some or little defects. I am just very meticolous when it comes to phones. I know lens coating defect will not affect that much of the camera functions and the camera lens still work properly. Maybe it went out of the factory because the quality control person did not see the lens coating damage that much because it will not reflect without strong light and maybe they think it is still okay to be sold because it is not seen without direct light on the lens cover. The lens coating damage will just affect my pictures if strong light is involve. I will just be happy because I have a iPhone 11 PRO Max.
Hope you guys whould just give me encouraging words because I felt down and disappointed because I have OCD and getting a not perfect device really affected me this much. Good vibes and God Bless to all of You!
Hey WishIboughtaSamsung,
Apple is NOT on this forum, so no, they are not listening to posts in this thread. This is strictly user to user and the only Apple employees on this forum are Forum Hosts, who merely monitor posts for violation of terms of use. There are Community Specialists who provide standard "how to" answers to threads not answered after 24 hours.
If you want Apple's attention, visit your Apple Store Genius Bar, use the Contact Support button at the top of this page, or use this feedback link, which will be read by Apple (but not responded to) --> Feedback - iPhone - Apple
iPhone 11 Pro Camera Lens Cracking
