iPhone 12 pro scratched screen

ive set mine up over xmas used 2 days so far, have not gone anywhere or had it in my purse yet, & there is a definite scratch on it that i can feel with my finger. I had my iphone 7 for 4 years and its MINT sooooo disappointed, afraid to take my husbands out of package now thinking of returning it.

i just made a call to apple support as my earring has scratched my 3 day old phone, that has not even been in my purse or pocket yet......they tell me there is no issue, yet you come here and there is 25 pages of complaints for a brand new phone...hmmmm

The issue isn't that it was left face down on a table.

The issue is what else was on the table between the phone display and the table, and it was obviously something hard and sharp enough to scratch the glass.

Thank you for regurgitating the same answer over and over. It is extremely helpful - not.

I have owned every iPhone since the first one and I have never had this issues. I have had screen protectors and have not had screen protectors. I have dropped previous phones and have never had any issues with the glass. Setting your phone down on a table, wearing an earring, etc, isn't out of the bounds of normal usage. She wasn't flinging rocks, didn't drop it, didn't take a nail to the phone, didn't set it on crushed diamonds, screw, etc - just set it down. There was nothing on the table that was between 5/6 on the Mohs hardness scale.

Your logic is flawed - you shouldn't have to purchase a screen saver after purchasing a $800 phone. The glass should withstand normal use.

Grnhvt wrote:

There was nothing on the table that was between 5/6 on the Mohs hardness scale.

Yes there was or the screen would not be scratched - or it was scratched at some other point in time that she didn't notice.

Air does not scratch the screen, something of hardness > 5.5 on the Mohs scale above is required to scratch the screen, or it does not scratch. That's not a supposition, that's how materials science works.

Note at Mohs hardness 7 is quartz - that's the most common material found in sand and general grit around the world.

Also at Mohs 6.5 is a "steel nail." If the earring was made of steel, it could scratch the display. Earrings are commonly made of stainless steel (Mohs 6.5) as well. Rubies and sapphires are Mohs 9, emeralds 7.5 to 8.

The glass does withstand normal use, but to protect it you should use a screen protector.

If you purchase a $60,000 car, you still have to wash and wax the car or the paint will fade and degrade.

Other companies take a different route - Samsung installs a screen protector at the factory.

Rather than have Apple charge extra and apply one at the factory, I'd rather they charge a few dollars less and allow the consumer to pick the screen protector that will work best for them, if they decide to use one at all.

Grnhvt wrote:

Your logic is flawed - you shouldn't have to purchase a screen saver after purchasing a $800 phone. The glass should withstand normal use.

Logically speaking, the price of a phone has nothing to do with whether said phones screen can be scratched. Glass is Glass and Glass can scratch. There's only one sure way to avoid scratching any phone screen. Spending a few dollars to put a screen protector on your $800 investment, pays high dividends in protecting the screen.

Except when you buy the phone and they tell you “it’s so durable you don’t need a screen protector, in fact we don’t even stock them” so I proceeded to purchase the 2 most expensive cases they sold. Has they of informed me it was softer than plexiglass I would have either not bought the case or the phone

Please show me where, ANYWHERE, Apple specifically said "you don't need a screen protector?" I'll make it easy for you. They didn't make such a claim. They said, justifiably so that iPhone screen is "4 TIMESS LESS LIKELY TO BREAK IN A FALL." Inferring that means the screen can't be scratched is an unfortunate conclusion many here have made.

Plexiglass is typically 3-4 on the Mohs scale, so being told that would be just as big a lie as being told you "don't need a screen protector."

Also, every Apple Store (both retail and web) along with Best Buy, Target and Walmart all stocked multiple varieties of screen protectors for all iPhone 12 models on the day they launched. I even ordered mine from Power Support a good month before my 12 Pro Max shipped.

Even most carrier stores carry screen protectors in stock.

Jackie. The issue is the screen is soft. The 2 don’t stop arguing. They even think they know what you have done and been told by apple! I really don’t know what they gain. The original question was that has anyone had the scratch issue......lots of people have the same issue.

I returned my iPhone 12 within the 14 days cool off period. I saw the manager at the store I bought it.

It was replaced on cosmetic issue grounds.

I would take them both back if I were you. The more people that complain the more likely they will do something about it.

Apple claim that the screen is tough this has been proved wrong by many unhappy customers.

Yes, to everyone with this issue: call Apple and speak to a manager! I did this and they are now working on a phone replacement. They might do the same for you.

Don’t listen to trolls on this discussion saying your complaints aren’t valid—nit sure what they are trying to prove. Apple needs to know they messed up on this one and need to fix it. The more people who speak up the more likely they are to realize the reality and take care of it.

Of course it's worth asking to replace your phone. As long as people also understand that many throughout this thread have done so to be told by Apple, cosmetic damage is not covered under iPhone standard warranty. If someone is uniquely lucky enough to get a free replacement, they should however invest in a good screen protector immediately or face the same issue on a replacement phone.

It is disparaging to call anyone a Troll here. It can also be the cause of a post to be edited or removed by the forum hosts. You can certainly disagree with any of us as long as it's respectful. Referring to anyone however as a troll is not.

I found this thread and your comments and wanted to give my 5 cents to this conversation. If all of you who don’t use screen protectors want a scratch free screen ,buy a saphire screen mobile phone or buy a screen protector. Exactly the same thread was located here last year when the iphone 11 was released. There apple used the first time a softer , less breakable glass to avoid broken iPhones. The trade off was a softer screen that got scratched easily. All new mobiles come with this tread of. The new corning glass victus used on android phones have exactly the same properties. Why do you think all new android mobiles (or most of them) come with a pre installed screen protector? Because this screens scratch by only looking at them. If you like screen protectors or not, if you hate scratches you MUST use them, else live with the scratches. There is a reason apple sells screen protectors in there shops. And when you complain about the price of a screen protector, just remember you payed over 1k for your new mobile, put in relation to the price of the iphone a 10-50 dollars screen protector is a no brainer. And all of you who say it’s not nice to install a screen protector, are scratches more nice?? Guess not! I don’t buy a iphone if i don’t have the opportunity to buy and install screen protector and case. Because the second the box is opened, i inspect the mobile for any cosmetic issues from the factory. If i have even a tiny blemish i exchange it for a perfect model, than after inspecting it, i let a PROFESSIONAL guy install the screen protector. After that i put my phone in a nice apple leather case and voila your mobile should stay pristine. My iPhone 11 pro max looks after one year like new. The guy who will buy the phone from me, will get a perfect handset. While your decisions to avoid screen protectors and cases brings only downfalls.

In glass these days you have two choices. Glass which is harder to scratch but far easier to shatter. OR, glass which is harder to shatter, but easier to scratch.

Apple along with ALL the other premium cell phone manufacturers went to harder to shatter, but easier to scratch.

Apple can't defy the laws of glass physics. But if you think you can create glass which is harder to shatter AND scratch at the same time, you will become richer than your wildest dreams.

In the meantime, since you likely can't do that, invest a few dollars in a screen protector to protect the very expensive phone you own, is the best option available to you.

I think this issue (which has been discussed EXTENSIVELY in this thread) is that customers would appreciate a more clear communication from Apple in the product info that in order to make the glass display more shatter-resistant (a terrific thing) they accepted the trade-off of a softer glass in the display and that they recommend a screen protector. Knowledge is power.