iPhone 12 pro scratched screen

I found a scratch on my iphone 12 Pro display less than 3 weeks after purchase. I spoke to AppleCare and they said to take it into Genius bar. Genius Bar rep said it is cosmetic and he didn't want a "ding" on his record by offering me some kind of repair or replacement. I said I think the ceramic glass display with a scratch should not be considered "cosmetic" because it doesn't just mar the appearance (like a scratch on the back of the phone), it affects how the display presents the visual data. They were not willing to consider a manufacturing defect, but they did say I could try to contact Apple Engineers (gave no way to do that though) and see if they had any thoughts on why the glass scratched. Very frustrating. After owning iPhones for many years, I've never had a scratch on the display glass. Considering this was supposed to be even harder, I'm very frustrated that it is already damaged. Sure, I can put a screen protector on it, but the scratch still shows through. If they expect everyone to get a cover, they shouldn't have the roll-out promote the glass as something so special and amazing.

No ones saying any phone cannot scratch. The Genius sure did a number on his phone with keys, AGAIN it didn't scratch it. Anyway, phones scratch, glass scratches. WE GET IT.

However, the iPhone 12 is MUCH more susceptible, to scratches from incidental, very, very light usage. Mine was never in a pocket with anything difficult, I don't have any of this magic sand in my hoodie that could have done it.

AGAIN my 11, XS, X, all the way down to 4S when I stopped = No scratches like this. I'm very careful (clearly by that record)

I'll take the guy who worked at a stores word over yours and his demonstration was pretty clear.

I’ve been following this thread for a couple of days now, and you seem to reply to any person that complains about how easily the new iphone’s screen gets scratched (which is very true, the scratch resistance is very poor comparing to the previous models). I’ll have to repeat, the screen scratches EASILY, I have a 4 years old SE(never had screen protector) that looks better than a 1 week old 12 mini...

[Edited by Moderator]

alexalaurentiu wrote:

obviously there is an issue with the new iphone screen, which sooner or later apple will have to admit and also fix, otherwise people will start switching to other brands

Yes, the other brands that apply a screen protector that so many people seem to hate at the factory.

Maybe next time Apple can do the same and raise the price of the phone $50; it seems people would be happier with that as they don't want to take the responsible move of purchasing and installing one themselves.

Apple certainly made the right move with their glass as the number of "I dropped my phone and the screen shattered" posts has dropped to near zero over the past few models.

Personally I have owned every iPhone since the original, and have never even touched the screen of any of them without applying a screen protector first; with my 12 Pro Max the screen was exposed to air for about ten seconds before the protector went on.

I've never had a fire either, but I sure have smoke detectors and fire extinguishers.

Read the actual thread, not just the OP to learn more about this. That should end your confusion.

And Apple isn't here so asking What's going on Apple will get you no response from Apple. This is a user to user only forum.

I had my iPhone 12 for a couple hours and didn’t even touch the screen or case without putting the proper protection! on the black Bezel where the front camera is, I had two scratches on it that are pretty significant and well, it wasn’t even in my pocket, it was sitting on a desk getting ready to update! so disappointed. shouldn’t it be covered under warranty?

Yes, my 12 has inexplicable scratches too. It’s definitely not as scratch proof my IPhone X which, like this new phone, I kept it in a case. After two years my iPhone X had some minor wear and tear, but no scratches. I’m sure in this case, it’s the product that’s faulty, not a user error. It will become evident in due course, like the past Apple issues. It’s not in the company’s interests to acknowledge a fault so soon after its release. Wait until after the holidays or the new year.

My 12 Pro Max is scratched after 3 days of gentle use. Haven't even put it in a pocket or a purse. I agree. Poor Apple quality combined with over zealously marketing how much stronger the ceramic is compared to the gorilla glass with NO MENTION OF IT SCRATCHING EASILY.

Yeah this is BS. I have only had to phone for less than two days and found a scratch (very small though) right in the middle of the screen it's so annoying as you can feel it while using. I have always hated using screen protectors but i guess i will start now.

I think your missing the point.....many iPhone 12 owners with a screen that scratches badly far to easily. Much easier than previous versions. iPhone 12 is sold with a new improved screen. This is not the case resulting in disappointed customers. Not much more to be said!

Jak115 wrote:

Much easier than previous versions. iPhone 12 is sold with a new improved screen.

You saying that as if this crap doesn't happen every dang year with iPhone users that scratches their screen and blame Apple.

iPhone 11 - https://discussions.apple.com/thread/250669687 (196 pages long)

iPhone SE - https://discussions.apple.com/thread/251526792

iPhone Xs - https://discussions.apple.com/thread/8567236

Watch 5 - https://discussions.apple.com/thread/250732806

Cut this crap out. You're responsible for damage you do to your device.

It doesn’t say compared to the iPhone 11 so that’s a false statement! I can’t post the screen shot as they will delete.

Apple are already quids in by not providing a charge plug.

The answer to the question is yes the iPhone 12 series scratches very easily

Yes!!! Not even a month old and it has three deep scratches on, I have barely had the phone out the house. When it is, it’s in my bag ( keys and other sharp/pointy objects) are kept in a different compartment to avoid them damaging the screen. Very poor screens & a flaw from Apple I would say. Disappointed massively.

Frankly, I have broken one screen over the course of 9 iPhones, and it was because I ran it over with a truck, so that’s expected. I have NEVER used a screen protector, but mostly always a case until iPhone X. Which again, I had without case or protector for 3 years.

If you shatter a screen you DEFINITELY earned it in my opinion. They have never just shattered as easily as this one scratches. My point is that a shattered screen will result from a definite impact. Scratches are a far great risk to these phones everyday now. I’m sorry but this was not a good change to make. If there were 20 million shattered screens, there will be 100 million heavily scratched ones in my opinion. Being in your pocket with car keys is enough to ruin your day.

Either way, if you own a smartphone and don’t have insurance, you’re gambling with at least $1000 everyday.

Lots more $30 deductibles coming.

Correct. Never had the iPhone 11.

What I am saying is NO other iphone I’ve had before this (I’ve owned 9 and the X was the latest) had such easy scratch issues. It’s EXTREMELY easy to scratch.

The 12 Pro specifically touts and markets its screen as though its the toughest ever. Yes, they’re very specific in the fine print, but it’s clear the intention

Basic scratch resistance on a touch screen should be expected. Car keys scratching a screen or a grain of something on an office table is nonsense. It’s a major reduction in screen performance since the X. I can protect against a drop or even use a protector if I’m in harsh conditions. Scratches are a much greater threat with how soft this is and that affects everyone. If the phone requires a protective layer that should at least be noted if not provided.