iPhone 6 screen easily scratched?

I Would go back to the store and ask them to define "cosmetic damage".

In my opinion, A consumer should expect a premium device to be able to withstand normal use and handling by putting in and out of a pocket without cracks appearing. If the screen does scratch and crack then there is obviously a flaw in the material used or process in which it was applied.

You would not buy a premium new car and expect the pain to fade after being exposed to sunlight or your car seat leather to start to crack and fade after sitting in it after a month. this is about the goods being fit for purpose and a expectation of durability with normal use.

JFGuillory wrote:

Just got back from the Genius bar. The guy said he couldn't replace it because it was "cosmetic damage." He said Apple hasn't marketed the iPhone 6 as "scratch-resistant" and he didn't know if they used Gorilla Glass, so he couldn't determine that the scratches were a sign of a defective device.

Can anyone confirm this? Is the iPhone 6 glass a poorer quality than the iPhone 5?

Then ask to see the manager. Unless they show you it's not a defective device, then they cannot claim cosmetic damage. In other words, don't leave, keep arguing the point that it may be defective. Until they show you otherwise, don't leave the store. They have to show you it meets Apple's requirements (EG, not defective), if they cannot come up with that, then you don't leave until you they show you it is. If they cannot show you it's up to Apple's standards, keep asking them to do that.

Do not take any lame excuses get through. They need to show you in a verifiable fashion that it is not defective. If they fail to do that, then treat it like it is defective and you want it replaced until they show you otherwise. Keep pushing the point (they need to show you it's not defective), it'll get replaced.

The problem the apple store has, and that all of us have, is that we can go in there and try to explain this to them, but they don't really know if we're telling the truth or not. We could very well have dragged our phone across a sandy beach for all they know. And I'm not saying any of us did, I know I certainly didn't; but they don't know that. I think if enough people have this problem it will become more obvious, but until such time you will really be relying on a generous apple store employee to take care of you out of mercy at this point.

I don't think it's the glass itself that is the issue, the glass is actually as hard as sapphire, the glass generally isn't what is scratching, the coating is... Which means the coating may not have been applied properly or is itself defective (concentrations of chemical(s) aren't right).

With that said, the iPhone 6' glass is more scratch resistant than the 5's. The coating is still the same, but that scratch resistance will vary from batch to batch. I'd take a stab and say that is what is scratching and having issues. If it was truly an issue with the glass itself, everyone would have issues (that certainly isn't the case).

The burden of proof is still in their hands. They have to show that the screen is up to Apple's quality standards (we come in stating the null when we have an issue; in other words, it's not up to Apple's quality standards). Deflecting the question or stating it can't be tested is not a valid reason (Apple has their own tests they employ on every X amount of devices/parts produced during manufacturing, the Store can deploy the same set of tests).

Seems like a reasonable theory and certainly worth trying.

Same thing here... One week with the iPhone 6 and it looks worse than my year old iPhone 5S. Without a doubt there is something going on here with the glass quality. I baby my phones, my 5S looks brand new still yet the glass on the 6 scratched in a week with the same care? I have never once scratched the screen of a phone, until now...

In my situation I have a valid point of comparison in my wife's iPhone 6. Her's is white mine is black. Not a single crack, scuff or scratch on hers after 3 weeks of use in the same daily use. I don't wear a wedding ring and have fairly loose jeans and pants with nothing in them. So why is mine less durable than hers?

If you walked out of there without a good answer to that last question, go back and have them answer it. If they can't, keep questioning the quality of the display on your phone. Don't leave until they have shown you that the display is up to snuff.

It may also help if you can find a chap representative that can tell you that this may be covered under warranty if your display is defective, and that an Apple engineer would have to test the display. This shows them two things, something like this can be covered under warranty (cosmetic damage isn't a valid reason to deny warranty claim) and that there is a test for it (someone here stated that the rep told them they didn't know how to test the screen). Also keep a copy of the conversation on hand to show them (yes they can look it up, it's better and quicker if they don't have to) that this is what was stated in writing. Also give them the reference number if they do want to look it up. They may decide to replace your device right then (like they did with me and a number of others). If not, ask them to bring an engineer out here to test the screen as the rep you spoke to said there is a way to test it.

Though many of use did find a rep that said something like this could be covered under warranty on our first try (and how it would be tested for if you sent it in), you may get a bad roll and have to try again. Find a rep that will make those statements. You kind of have to fish it out of them sometimes by asking the right questions. Also, if they refer you to an Apple Store for a closer look, this is when you ask them if something like this could be covered under warranty. If they use a vague term like defective display, ask them what qualifies as a defective display. Do your research and know as much going in, even if you won't be using it all.

This is what I know for sure right now (what my rep told me indirectly). There is an Apple standard for how resistive a display must be. There is a way to test it. An Apple engineer must perform the test.

Went to Apple Store (france ) i yelled at the sales rep... Told him i just paid 800€ for a faulty and scratched phone. They set an appointment for the week after, iphone was exchanged. i slapped on a screen protector immediately.

please up your game

Apple, this is seriously embarrassing

Similar to the majority of people in this thread, there is a problem with an iPhone scratch. however, unlike the majority of incidents described here, the scratch on this iPhone happened while it was still in its original box. it still has the OEM screen protector on that it ships with, and before removing that plastic, let alone even taking the phone out of its cradle in Apple's packaging, my initial plan was to immediately install a screen protector on both the front and bank followed by covering the phone with a case so it would be protected from the start. unfortunately, when I peeled the plastic on the back and shined a flashlight to detect any dust particles before applying the screen protector, I noticed a decent sized (vertical, not circular) scratch on the Apple logo.

Just wasted two hours at the local Verizon store, and another 20-30 minutes with Apple Support via Chat. Verizon said all new devices are shipped directly from the manufacturers for Apple (ie: Foxconn) so there is no way it is used. They will take it but would have to order a replacement which won't come for another month or so, because they still don't have any stock in-store (cant believe Apple still plays these childish games, of holding supply to increase demand. It's so primitive, yet if they're still doing it to this day, guess it works on some impatient folks). And that if I do return it, if there is a problem with the second phone they send, there is no absolutely no way that the second phone can possibly be returned (14 day window). I don't even know if that's legal.

The most disappointing aspect of this, is that the phone was received on October 15th, 2014, and has never even been used. It is still in its original box, with the plastic cover on both front and back, and has less than a total of 20 minutes run time from charging the battery and turning it on to write down the phone info such as serial #, IMEI, etc. Upon opening the box, there was a significant amount of dirt on the phone but underneath the plastic protectors. I immediately took pictures and offered to send them to Apple Support, yet they still denied any sort of involvement or support, and told me it was an issue to be resolved by Verizon. I am sure they are not going to miss out on losing me as a customer even if I'm a techie, but the fact that:

- This is my third interaction with Apple Support, and every single one of them has been negative, to put it mildly

- This is my first experience in buying an Apple product that is (supposedly) brand new. tl;dr I have two iPhone 4's but bought both of them used.

- I regularly purchase equipment for a large number of people in working for IT and am the go-to tech guy regarding electronics for dozens of friends & family members for the past decade plus

I have to seriously consider whether or not I can, or am even willing, to vouch for Apple and recommend their products anymore. I am known to speak the truth so when a not so tech savvy or elderly individual asks for advice on a cellphone or tablet, I am technically inclined (no pun intended) to guide them towards Apple products, dependent on their needs of course. However, when the question of customer service comes up, which it always does, I honestly do not have a single positive thing to say throughout all my encounters with them. EVERY SINGLE one of my experiences with Apple has been NEGATIVE.

Needless to say, all of this has left a bitter and unpleasant taste in my mouth. Disappointing...

AND YET ANOTHER SCRATCH!!! THEY JUST KEEP POPPING UP OUT OF NOWHERE! THIS IS GETTING RIDICULOUS APPLE! THATS 7 SCRATCHES NOW!

Just out of curiosity. What model and color iPhone are you all having issues with? I have the Space Grey (Black) iPhone 6 64GB. I'm interested to see if the scratches are occurring in a specific color phone, size, etc. phone.

I have a 128 GB space gray 6.

I do feel sorry for you, but most people in this thread are talking about scratches on glass, not scratches on the metal back of the phone. I feel like yours is a different problem entirely. If there was dirt in the box underneath the plastic screen protectors and the phone was supposed to be brand new, that makes me think that someone opened the box somewhere between the factory where it was produced and when it arrive to you. I have never heard of this happening and I really doubt that there is dirt anywhere near any of the equipment where the phones are produced. In pictures all of the Foxconn employees are always wearing suits and masks to make sure that they don't bring any foreign particles into the process. In that environment, I don't see how dirt could get under the screen protectors or even into the box. If I were you, if Apple is not being receptive, I would contact the better business bureau or something similar.