Issue with rear glass iPhone 12 Pro cracking/ smashing easily

30 cm (1 foot) drop from the bedside table to the carpet on the floor, accidentally hitting a small metal screw. This caused the whole back of the phone to smash, there is now a deep open crack into the inside of the phone. Couldn’t believe my eyes. USD 800 for a trade in, no repair possible. Totally love the phone but this is not good.

My daughter and I both have the 12 pro max, it only dropped once not even 2 feet from the floor and the back of our phone cracked, her phone even had a case on it. I honestly wouldn’t recommend this phone to anyone. We’ve had the 8+, XsMax, Xr, and the 11 pro max and they never cracked this easy.

I had my iPhone 12 Pro for less than 24 hours I had a speck case on it and it slipped outta my hand (I’m only 4’8 so not that far) and shattered the whole back of my phone, went to see if I could fix it and they lady that helped me had the same issue. I am not spending 549 for a new back of my phone because Apple made an iPhone that isn’t as tough as a iPhone X, I am very disappointed. I would like to see Apple do something about this issue because it’s not the user fault at this point it is a manufacturer defect

I have had the same experience. Apple touted/advertised the glass on the iPhone 12 Pro as being the strongest and best ever. I took that as all of the glass, but apparently the back glass is not the same as the front. I have had an Otterbox case on my phone since I bought it and the back glass still cracked. I don’t recall ever dropping the phone let alone from any significant distance if I had. Looking at where the crack/fracture occurred it seems there is a very weak point in the camera bezel area where the glass protrudes. In my opinion it’s a fail point and a design flaw. It’s ridiculous we now pay $$$$ for a phone assumed to be the best, but get the quality of a $ phone.

The same exact thing happened to me. I put my iPhone 12 Pro Max, back to back with my iPhone 7 in my bag for x-ray scanning at the airport. I placed the bag on the conveyor belt and picked it up at the other end myself. I immediately pulled out my phone and the back glass was shattered, all cracks radiating from where one of the "plugs"that isolates the metal sides is located. This phone has never been dropped and was in perfect condition. For those chastising me for not having AppleCare, I work in Africa and getting a phone too and fro to an apple authorized dealer in the US is a bit challenging.

Just a suggestion for everyone out there, who ever owns an iphone 12 pro max be extremely careful while placing it/handeling it. Its God **** too delicate. My previous 12 pro max’s rear back glass cracked so easily so I had to purchase a new one again, how unfortunate!

Yes, you read that correctly. Apple was not able to replace the back glass in any iPhone 12 models when first launched. Apple had to replace the entire phone. They just now found a way/they redesigned parts for the iPhone 12 Pro so they could replace the back glass without a full replacement. Apple did this for other iPhone 12 models before the Pro. You can search this when you’re off work.

You are incorrect in generalizing the design by stating the “basic” construction hasn’t changed since iPhone 8. Apple has touted thinner, lighter, stronger and many other physical design features model after model. The frame has changed plenty; thicker plastic joints, rounded edges, metal or glass backs were all design variants. Earlier versions where much more robust. My opinion, but I also happen to have every model going back to the iPhone 2 sitting in front of me on display to note the design changes. I happen to be an Apple fan.

Did I dispute iPhones sales? Nope. I did mention advertising. There is also a reason the term propaganda evolved into what we know today as advertising. It sells billions.

It doesn't matter what past iPhones did or didn't do.

Your actions caused the rear glass to shatter, and Apple offered to fix it for $104.

At this point you can pay and have the repair done or live with it as-is, your choice.

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

Repairs are limited to 2 incidents per year under the Apple care+ program. Unless they changed that too? One month into my first year when I had to use the plan and paid the $99 (on 9/7) to fix it. Exactly one week before the price change.

I love that it’s only going to be $29 for the next round but really not looking forward to it. I’m still using my Otterbox defender case but I‘ve lost all confidence that the phone will make it through a whole year w/ out another incident.

Thank you. I called Apple Support for clarification. Yes, because I purchased my Apple care+ plan prior to 9/14/21, they confirmed my contract would remain as is. They said I would still pay $99 for back glass replacement during the life of my two year term.

Knowing that I’ll keep this phone for the next 6+ yrs, this was an important issue to me. Because my contract was still pretty new, I was able to cancel it and then purchase a new care+ plan.

It doesn’t change the fact that this phone is not as rugged as my previous models but I appreciate the drop in price for getting it repaired.

This is my setup. I've used Spigen Cases for some time and then they are kept in an Encased Case, which protects the screen at all times when the phone isn't in use and I attach it to my belt or pocket. Have NEVER had an issue with any cracks if accidentally dropped and have used this system since iPhone X and every phone since.

This Spigen is their Quartz Hybrid for iPhone 13 Pro Max. The back of the case is 9H Hardened glass, just like a screen protector. It can't scratch, but it can crack in a hard fall, which like a screen protector will disperse the energy and help protect the back glass.