Issue with rear glass iPhone 12 Pro cracking/ smashing easily

Bonjour!

I’ve been an avid iPhone user since the first launching of this valuable smartphone product.

After so many years, from iPhone 3, 4S, 5S, 6, 8, XR, and 11 Pro Max, I eventually upgraded from iPhone 11 Pro Max to 12 Pro Max due to its new features last November 2020. I was so excited that I bought two iPhone 12 Pro Max, one for personal and another for work.

This early May, however, I accidentally dropped my personal iPhone 12 Pro Max from about 3 feet high. The unfortunate incident easily cracked the back glass of the phone. Whoaa. It’s only 7 months! It was the first damage of all the iPhones I had for so many years. To make matters worst, I stupidly forgot to purchase AppleCare+ For these two phones.

I called Apple Support to inquire about the repair. The first customer service rep replied to send the iPhone to Apple Repair, without any charge. Zero. So I gladly followed all the requirements such as backup prior to shipping it to Apple Repair via FedEx since it’s free repair.

Upon checking the online status of the iPhone repair, the technician reported that there is a hardware issue. So the repair was on hold for a period of time. I was given 3 options to choose from: 1. Send back the unrepaired iPhone 2. Call the Apple Support for other options. 3. Pay $779+ Tax!! What??

So I immediately called the Apple Support for other options. The second customer service rep says, pay the repair cost of $779+ tax, which is half the cost of the Pro Max. I replied that the first customer service stated that there’s no repair fee. Annoyed. So I asked for the supervisor, who had the same answer! Pay $779+tax. Again, I told the supervisor that if there’s a fee of $779+tax, then I wouldn’t bother to send it in. In fact, it was only the back glass that was damaged. No problems with the front, side, iOS, etc. Just the cracked back glass. I was really appalled by the whole experience, even that I knew it wasn’t covered under warranty, unless you have AppleCare+.

Lessons learned: 1. Wait for several weeks or even months before purchasing the new iPhone until it has been fully tested in the real world, including cracked back glass. 2. Never waste your time with the Apple Support; they’re useless, I think. 3. Buy AppleCare+, if you’re prone to accidents and really need it to repair or replace the phone. 4. Never buy iPhone again. We’ll see.

Au revoir!

I don't know where $779 came from, but Apple clearly delineates their repair prices for non-warranty repairs:

iPhone Repair - Official Apple Support

You didn't buy AppleCare+, that's like saying "I've never been in an accident, so I only carry liability insurance on my cars, I just bought a new car, I accidentally hit the side of my garage, and it is going to cost $3000 to fix! My first car didn't cost $3000!"

That's just the way it is; if you didn't buy AppleCare+, anything other than a broken screen will cost $599 to repair.

The "back glass" of an iPhone isn't really the "back glass," it's the case of the phone; it can't just be swapped out or repaired.

I just read a piece saying that authorized Apple repair and Apple stores now have the ability to make same device repairs on the iPhone 12 series replacing only the back glass instead of the whole device. The main reason Apple gives is to reduce the carbon footprint of replacing multiple surfaces or in many cases the entire phone …sounds good to me but they are not saying it is because of any defect.I think it would be interesting to see how they do that myself.Thx for all the great info you share here and the time you put into helping…I appreciate the knowledge you share.Thx!!

Lots of people buy their first brand new car and get in an accident within minutes of driving off the lot.

You can get it repaired for $599 or not, your call.

Had you purchased AppleCare+, the repair cost would have been $99. ($199 + $99 is still less than $599.)

iPhone Repair - Official Apple Support

Yes me too. I’ve had all the phones from release and this is the only one ive had this happen. My phones are always kept in drop proof cases and my iphone 12 broke badly when it fell down the stairs. Ok it was a bad fall but all my other phones have never had a scratch on them let alone a cracked screen. I had the rear glass replaced 3 weeks ago but it’s got a crack on it when it fell 1ft off the sofa. I’m not paying again for it to be fixed so will avoid the upgrade to iphone 13 as it has the same glass rear screen.

Looks like it’s a massive issue as lots are reporting the same thing. I might have to drop back to an iphone 11 just to avoid this happening again.

Applecare+ accidental back damage is $99

They will only replace it. Many of the components are bonded to the back, cannot be repaired.

If you mean bribe them, then no.

Drops are not the only way you can break glass. Click on the Get Support link at the top right of this page and start the service process.

My iPhone 12 mini developed a small crack/chip in the back glass in its first week with no drops or other explanation for how it happened. I previously had a 7 plus and an 11 pro max and neither of them even had a scratch in them, let alone a crack so I am quite concerned about the durability of my 12 mini. I paid for AppleCare so probably at some point will get it fixed but it is quite disappointing.

I’ve had my iPhone 12 Pro for 3 weeks and I literally just set it down on my coffee table and the back cracked . I’m here because I searched if other people were having an issue with the backs of these phones ! I’ve owned an iPhone since they were first released and have Never Had one break like this ! This is ridiculous , especially after reading everyone’s comments that have had the same thing happen !!

Mine was withing 30 days return policy when I read this thread. 2 weeks ago there were 160 "me too", now it's over 400. there is another similar thread with over 1500 "me too",I'm glad I sent it back.

I also have the same problem with my iPhone 12 Pro , after 4 days of work back screen cracked after 2’ drop in military grade tested case, very bad quality of glass. Using iPhone’s for 10 years, maybe it’s time to start buying something else...

Sometimes when I’m reading people’s responds (who are supporting apple in this situation with very bad quality of glass) only one reasonable explanation-they are definitely apple’s employees. I was posting before, I’m working in heavy construction, my phone drops often, because I’m always are having other tools in my hands. With previous model I did not have any issues (even when it felt from second floor on concrete basement slab during framing job(it was iPhone 8).Now on my 3day of enjoying new iPhone 12 Pro, I understood that I spent $1100 for defective item(repair costs $545). Apparently they forgot about making good quality items and are trying to maximize profits, but that is only how they are going to loose loyal customers which were with them for years!

P.S. I’m always using the most expensive iPhone cases which are available on market!

I was in my living room sitting on the couch cleaning the phone. I had taken it out of the case. It slips out of my hand falls less than 2 feet onto my padded carpet. It now has a crack from the top right to the bottom left. I really don’t want to have to pay to repair/replace the back glass because it shouldn’t have even cracked like that since it’s “more durable” than the 11 Pro Max.

I’ve had this thing less than 4 weeks. I had my two galaxy notes with glass backs and 11 pro Max way longer, and those went through some stuff but nothing like this ever happened to those.

My phone didn’t land anywhere I simply put it on the charging mat and because the case had ever so slightly came away from the back of the phone the magnet on the case and in the phone coming together caused the back to shatter. The case is a genuine MagSafe case purchased through Apple specifically for this phone which I do not think is fit for purpose, maybe Apple just sent me a duff case which has resulted in me having a costly repair for no fault of my own