Issue with rear glass iPhone 12 Pro cracking/ smashing easily

It seems like telling customers to pay extra for AppleCare/Damage coverage for a part that was advertised as the strongest ever (in this case glass) would be akin to talking out of both sides of one’s mouth. Although, did Apple ever actually mention in their advertising that not all of the glass was the strongest ever? I had assumed all the glass on the phone was the same due to the language, “Ceramic Shield”. I just went back and looked how Apple advertised the glass; front and back and it is rather vague.

Apple/iPhone 12 website:

• “Kicks glass. Ceramic shield, tougher than any smartphone glass”
• “Ceramic Shield. Materially stronger”
• IPhone already had the toughest glass in a smartphone. So to dramatically increase the durability... we had to introduce a brand new material... Nanoscale ceramic crystals.

Apple states over and over how strong the “glass” is. All of the glass? Front glass? Back glass? There’s glass on both sides of the phone. Which glass? If you don’t differentiate and specify which glass, then you are telling the person reading/listening to your advertising that you are talking about all glass on the iPhone. The word glass can be singular or plural, so not defining which glass is being mentioned is indeed vague.

You agreed that

”your Submission should either be a technical support question or a technical support answer. Constructive feedback about product features is also welcome.”

(ASC Terms of Use.)

If you want Apple to hear your plight then this is not the place for it. It is not a chat area or a complaints department.

This is where to go to be “Heard by Apple”

Product Feedback - Apple

or here: 

Get Support

Claiming 700 me-toos out of 79.9 million sales in Q3 alone is not going to impress anyone either.

We the support volunteer group gave our advice early on:

• Get it fixed.
• Next time cover it against accidental damage.

Why are you telling people their phones cannot be fixed when the back glass is broken and it will cost them $900+ ?!?! You are spreading misinformation. When I contacted Apple for the exact reason they said it could be fixed and for far less. From Apple directly: “I can see an $ 279 for the iPhone 12 pro. You can also see the reference link:- https://support.apple.com/iphone/repair/service/screen-replacement”

This was after sending them photos to verify.

It's not a defect, and many cases do not protect the back of the phone so the mere fact it was in a case doesn't matter.

Saying you didn't purchase AppleCare+ because you didn't need it is like saying you don't need auto insurance because you've never been in an accident.

I could argue it for sure being that I’ve had two “witnesses” with me since the time I bough my phone 8 HOURS ago!!! I came home and went to screenshot something and heard it crack and when I turned it over sure enough it was cracked pretty bad. I have not done a thing to it, it happened when I pressed the two buttons to screenshot!! That is ridiculous.

Yeah, I just said that it was a learning experience. Buy an AppleCare+! Got it?

In fact, I bought 2 more iPhone 12 Pro Max for work, with AppleCare+. Also, I bought 2 Samsung Galaxy S21 Ultra 5G for product testing, including accidental drops, but hopefully it won’t happen.

Fortunately, for a one-time courtesy for a loyal Apple customer, Apple Support replaced my cracked back glass with a new iPhone 12 Pro Max. Lucky me, right? Right!

By the way, do you work for Apple Dogcow-Moof? Good job!

Au revoir!

im on my 3rd 12 pro max due to back glass break. thats $300 in the hole WITH applecare.

how on earth this made it past testing in bewildering, its awful.

i even have it in a thick case.

For comparison, ive also had an XR without a case that ive dropped an uncountable amount of times and it has never cracked

That's great - they were also different sizes, different weights and case design has something to do with it too.

Just because it is a "thick" case does not mean it's protective in drops.

Furthermore, many people do drop their iPhome 12s regularly without smashing the back glass, but it's the luck of the draw.

Glass is fragile and it will break and shatter if force is applied in just the right way, or it will bounce away if it is not; that in no way makes it "defective."

Time and design move on.

Because you don't like it, and don't want to take responsibility for damage you caused does not make it a defect. It looks great and also makes things like rear taps possible.

The case of the phone including the rear is one piece, so that's why it requires replacement. The display is a completely separate assembly.

i get one through my credit card as well.

as ive now said three times, ive had many iphones of which ive dropped countless times and yet only one of those has actually cracked. not just once over its lifespan, but 3 times in the course of 6 months. clearly the phone is the issue, especially when ive used the same mod case.

its ok to admit apple didnt design something perfectly, its ok.

Apple are not here to hear you.

Feedback to Apple here

Product Feedback - Apple:

Or contact Apple Support directly. Depending on your region, you may be able to reach them here: contact Apple Support 

So went to the apple store and went pretty much as I anticipated. I told them how I think the damage occurred as I described here. The individual I worked with, very nice an all, did not claim I dropped the phone, just that they have to assess the phone as they see it and it the back is cracked. Doesn't matter how it happens. He checked with his manager, but nothing more came of that.

So we're left with owning what Apple claims to be their most durable phone yet with the glass back cracking under what appears to be mild normal use conditions. Apple places the fault of the user, never the design, material or workmanship and we would be hard pressed to prove otherwise as individuals. The consumer is SOL, buyer beware.

Even though I've had an iPhone since the original and never had an issue, this will likely be my last iPhone. I upgraded from the X for the camera resolution and f-stop in the 12. I'm sure I can get those capabilities elsewhere in a more durable package.

Yes. It cracks very easily. I was sitting down in a very low lawn chair and it fell out of my pocket on the concrete and the back was crack. Took it into Apple Genius and since I don't have Apple Care + the cost will be $599. I thought the 12 was supposed to be the most crack-resistant iPhone ever. I guess not.

_ForeverKillahb wrote:

Mine too they lied like it was getting fixed and I ended up with a whole new IMEI number

Of course! The back of the phone is bonded to all the main chips including the ones that have serial number and IMEI

Only the battery and screen is salvageable.