Issue with rear glass iPhone 12 Pro cracking/ smashing easily

brexnnxmxrie wrote:

that’s not true. mine cracked without being dropped

If you feel that is the case, make an appointment to have your phone examined by Apple.

They are trained to be able to tell the difference between a stress crack or manufacturing defect and damage due to impact, and stress cracks or defects do occasionally occur as they do with any other product that uses glass.

Contact - Official Apple Support

You did apply force, perhaps way too much pulling it out of the case; the iPhone isn't designed to flex or bend.

If they are offering to replace it for $104, that's a huge deal and you should accept it; normally it would be $599.

iPhone Repair - Official Apple Support

Since you want to blame Apple’s ads, you apparently didn’t pay attention to the statements surrounding Ceramic Shield, specifically that the new formulation applies only to the front glass of the iPhone 12.

For example, in the claim that the new glass is 4x stronger, the associated footnote reads:

Claim based on iPhone 12 Pro Ceramic Shield front compared with previous-generation iPhone.

iPhone 12 Pro and iPhone 12 Pro Max - Apple

My question was to Dogcow Moo who apparently is here solely to tell us we are all wrong.

I used my AppleCare+, paid the $99 deductible and had my rear glass *repaired* (Whoch Apple support over the phone told me is simply not done but which the Clarendon VA store definitely did and my phone came back to me with my screen protector still on). Anyway, that didn’t work - the repaired device had performance issues so I took it back in to the Genius bar whereupon tests were run and a Jew phone was issued. Too much back and forth for a phone I never even dropped. But, that was the solution I used, in case it helps anyone else.

SmellyToad wrote:

Looking for constructive support here - does anyone have any information on any constructive and proactive action Apple has taken to resolve this issue?

There is no action for Apple to take here. Glass is glass and glass can break. Samsung phones are glass back and they can and do break. Google phones are glass back and they can and do break. If you purchase AppleCare+ Apple will replace the phone for $29 if the glass cracks, not $99 as I believe one of your posts suggested. If there is other damage, with AppleCare+, the replacement cost will be $99.

Since you seem to be really miffed you own a phone which has glass and the glass can break, here's an idea for you. Put a screen protector on the back glass, like most people also put on the front glass. It could really help if your phone falls because screen protectors often absorb the impact and the protector may crack, protecting the back of your phone. Here's a link to some you could order on Amazon --> https://www.amazon.com/s?k=screen+protector+back+glass+iphone+13&ref=nb_sb_noss_2

As a lot of the components are bonded to the glass then repair is impossible. You pay the no profit cost price for replacement. About 70% of retail. They will often replace phones well after warranty period at that rate.

QuickTimeKirk wrote:

That is for the front glass.

Rear glass requires a replacement (much more money).

Accidental breakage surplus with Applecare+ in USA, the front screen is $29 and any other repair is $99 up to twice in the 2 years

https://support.apple.com/iphone/repair/service

Same problem for me I have a 2 month old IPhone 12 Pro with clear Apple MagSafe case and charging duo mat, I noticed the case would come loose from the phone at the bottom of the phone and I’m constantly pushing the bottom of the phone back into the case. I put my phone on the charging mat and the phone back shattered inside the magnetic ring, when the case magnet came into contact with the back of the phone, as unknown to me the phone and case had slightly worked loose again. I sent the phone back to Apple and they would not let me return the case with the phone to show them the problem. When they received the phone they just put it down to impact damage and charged me £525 for a repair. I’ve explained to their senior advisors what happened and also sent them photos of the phone in the case and sent them photos that there are no impact marks on the case as the phone has never been dropped, but they will not budge. I,m really annoyed with Apple as I can not get anywhere with them and believe there is a design fault with the glass on the phone back and also think the 12 pro is too heavy for the MagSafe clear case. Beware

This page:

iPhone Screen Repair & Replacement - Official Apple Support

states:

The repair pricing in this chart applies only to screen damage. If you have any other damage to your iPhone, you'll pay additional costs.

If you click on the "additional costs" link, you will find the associated prices:

If you have AppleCare+:

• AppleCare+ Service Fee: $99

Otherwise:

• iPhone 12 Pro Max: $599
• iPhone 12 Pro: $549
• iPhone 12: $449
• iPhone 12 mini: $399
• iPhone 11 Pro Max: $599
• iPhone 11 Pro: $549
• iPhone 11: $399

…and so on.

The back glass is considered an "Other damage" repair and will result in replacement, not repair of your device.

Yes. I've had this issue with an iPhone 12 Max Pro less than one month after receiving the phone. The phone has since arrival been in a silicon MagSafe case on which I use a wallet made for the MagSafe case. The phone dropped once from bedside table to carpeted floor and it was not cracked in that event. Other than that, the most stress I can imagine I've put on the phone was having it in my back pocket while driving, though I would think these things were designed to handle that level of stress. Given the number of reports online where innocuous actions cause the back glass to crack (e.g. placing on MagSafe charger, taking a photo) I'm anticipating the issue is design or materials. I've had the iPhone since first generation without any breakage, even with the occasional drop. Kind of disappointed with the durability of the iPhone 12 Max Pro.

I will take the phone to an Apple Store tomorrow with a request to replacement due to defects in materials and workmanship when used normally in accordance with Apple's published guidelines. They'll likely say I dropped it and deny warranty fix/replacement. I just want a record that I went in for the service within the warranty period and warranty coverage was denied.

• You don't have to purchase a new phone; in most cases if you don't have AppleCare+, the cost for this repair for the iPhone 12 is $449 (iPhone 12 Mini $399, iPhone 12 Pro $549, iPhone 12 Pro Max $599.)

iPhone Repair - Official Apple Support

https://www.macrumors.com/2021/09/14/applecare-iphone-12-13-back-glass-repairs/amp/

My 12 pro did the same thing. I’ve had a Casetify case on it since I purchased it. This is a brand that I have used with my iPhones for many years and have never had an issue with any other phone cracking (even after being dropped). I dropped my 11 on the concrete from standing with a Casetify on it and it didn’t have a single scratch. I dropped the 12 on the counter while reading a recipe and it cracked in 4 different places. The glass is definitely weaker than previous phones. I have NEVER had any other iPhone back crack before.

As a user I have no ability to verify anything, but if it were verified by Apple we'd certainly see reports of it here.

Ultimately, Apple Support is the sole and final arbiter in the situation, and as these are user to user forums specifically created to answer technical questions, and I am unaware of any verified case of glass cracking due to "overheating" that has been posted here, and all I can do is relay that fact to you.

If you feel differently, contact Apple Support directly:

Contact - Official Apple Support

Apple Support does not base their decisions on anything I have to say, trust me on that.

My suggestion is to contact Apple Support directly.

They will determine whether it was a sample defect or if the breakage was due to impact or stress (e.g. sitting on a phone kept in a back pocket) and will tell you of your repair options and pricing.

Contact - Official Apple Support