Rear Camera Glass Cracks - No Drop.

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Level 1

10 points

Rear Camera Glass Cracks - No Drop.

Just two weeks after buying my iPhone 11, the rear camera cracked for no apparent reason. I did not drop the phone and I always use a protective case. Just for having it in my pocket it cracked (no keys or wallet in that pocket, ever).

I have done some research and this appears to be very common among iPhone 11, 11 Pro and 11 Pro Max users. Definitely seems to be a manufacturing issue.

I have used almost all iPhone models since the first one, and never experienced this issue. Glass seems to be very fragile and breaks with small pressure.

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 (apparently, iPhone rear, battery and rear cameras are all one piece), 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. I hope Apple decides to issue a Repair Program for this.

Have anyone found a solution for this problem?

iPhone 11

Posted on Dec 9, 2019 10:06 AM

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Answer 1

deggie

Level 10

167,537 points

Dec 9, 2019 2:16 PM in response to nihe86

Apple has never done any types of repairs on iDevices other than replacing screens, the entire phone, or headphone jacks (which aren't around anymore). For recall where they do board level work they send them to a repair center. For a company as large as Apple this makes more sense.

As to whether your camera lens broke by spontaneous shattering or was user damage you will have to have Apple look at it. It really isn't that difficult to see whether external damage is present and then you would need to pay the out-of-warranty replacement cost. If it was a factory defect it would be replaced under the warranty. Only Apple personnel can decide that.

If you want just the glass repaired, or the camera assembly replaced, find a competent 3rd party repair site and see what they charge for such services. Keep in mind they will not be using an Apple camera unless it is a salvaged one and you will not be able to receive service from Apple on that phone going forward.

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Answer 2

nihe86 Author

Level 1

10 points

Dec 9, 2019 11:56 AM in response to Community User

So you find it normal that they need to replace the entire phone, for "only" $399, for a cracked glass that should be easily repaired? Apparently, this is something that is happening to a lot of people and not because they are dropping their phones.

As I said, I use my iPhone with a case, and camera glass cracked while in my pocket. This seems to be a manufacturing issue. Very frustrating.

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Answer 3

Philly_Phan

Level 7

20,737 points

Dec 9, 2019 10:18 AM in response to nihe86

Apple does not repair them. They replace them.

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Answer 4

nihe86 Author

Level 1

10 points

Dec 9, 2019 10:36 AM in response to Philly_Phan

What do they replace? The glass or the phone? If the phone, yes they do, but you need to pay $399. Insane.

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Answer 5

Philly_Phan

Level 7

20,737 points

Dec 9, 2019 2:04 PM in response to nihe86

It’s simply not worth the trouble to make independent decisions for each phone.

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Answer 6

nihe86 Author

Level 1

10 points

Dec 9, 2019 2:10 PM in response to Philly_Phan

Yes, its obviously easier for the company to make the client pay $399 and problem solved. So obvious.

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Answer 7

Dec 9, 2019 10:53 AM in response to nihe86

They replace the complete phone. You only need to pay 399$ because it's considered to be accidental damage. If you have AppleCare+, the repair free drops to 99$.

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Answer 8

Dec 9, 2019 12:01 PM in response to nihe86

You are not the only one with this issue. I'd suggest you contact Apple.

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Rear Camera Glass Cracks - No Drop.

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