Cracked screen MacBook Pro with Touch Bar

Hey! So sorry this happened to you as well. I had to speak to a number of people at Apple to try and make it clear the damage wasn’t caused by me, eventually I got through to a really helpful Senior Advisor. He compared the photos of the internal LCD crack I took when it occurred, and compared it to the images the Apple service center provided which showed more damage than how the Apple Store sent it off. Luckily for me, he overruled the charge and so the repair was free and covered by Apple. It does seem that this is a very growing and worrying issue, however, and I am now petrified using or handling my MacBook Pro. I would suggest just keep trying to speak to a Senior Advisor and don’t give up.

Mine was less than a month old. I did purchase AppleCare+ and when I started the chat on the support site, they said that I would be charged $99, as with accidental damage. I said, "But, it's not accidental damage, it's a defective product. All I did was open and close it and I don't even know when the crack started." The person I was chatting with said something like, "ok, I'll take the charge off, but if the service people determine it was accidental, you may be charged to get it back." Fortunately, that didn't happen.

But yes, keep pushing if they try to charge you.

In 15 years of using various Macbooks both personally and at work, I NEVER saw any issue with the screen until three weeks after buying my most expensive one yet. I hope it doesn't happen again, but I will definitely update if it does.

I'd also love to hear from others who had repairs as well, as to whether or not the issue recurred.

I've had many mac book pros over the years since 2008 both at home and through work, the 16inch retina screens is VERY FRAGILE compared to their previous models.

Ever since the 2015 model macbook pro 15inch, its been downhill fast. I had two monitors changed twice due to stain gate issue which now has a screen protector to stop it from happening again. Seriously I pay over £1500 and can't even use the screen in its original condition?

Now with the 16inch 2019 macbook pro, its no better except more fragile. I had a small dent it in after few weeks into the purchase and the people at the genius bar apple denied it was due to their fragile monitors and told me I must have closed something between the keyboard and monitor. Again I'm not stupid to close a laptop with an object on it - why are people wanting to cause accidental damage to their device costing more than £2k?

Even though I dispute it, the genius help staff classed it as accidental even though there was no impact marks on the device.

I did a phone call with the Apple support agent, he told me that if you carry a the macbook pro in a bag and it gets a crack in a screen, or carry the laptop horizontal in one hand and that causes a crack - thats your fault. I'm sorry but why design a portable laptop device that can't withstand doing any of these things ? seriously you want customer to pay £2k for portable device that cant even be carried to work or to uni without the screen being damage?

Fortunately I have insurance to cover this bill but when calling up my insurance provider, they did appear suspicious that a laptop screen can have a slight crack from opening and closing a mac book from daily use.

I warn people to do get insurance on this straight away, this is so isolated incident and if you do move your macbook and close it on a daily basis, they will charge you on as accidental damage as apparently its not due to their poor choice of fragile materials and thinnest of monitor.

I even had a cracked screen on a 2010 macbook pro after a hinge got loose on the macbook pro which caused a tiny corner cracked, I took it back to the apple store and they told me I must had dropped it and refused to replace the screen. Years later I read reports of hinges coming loose on the old mac book pros.

I have a MacBook Pro 2020. When I last opened it up, the Retina display had a crack. I did not cause this! I want to let other people on here with the same issue know how this issue was resolved, hopefully it will help someone. I will assume that you have not damaged your MacBook yourself. I text Apple informing them of the issues, telling them that I am very careful with the Mac. I look after my devices. I had the option to go to the store or send in for it to be inspected. I have had experience of going to Apple store, good and bad, but wanted to keep everything in writing so opted for return by post. The Mac was received by them and looked at. I then received an email asking if I wanted to pay £570 + VAT for them to repair the machine or to have the laptop returned. At the bottom there was a link to speak with Apple. Obviously I am not going to click on either of their options as this is a problem with the laptop and I am not prepared to pay for something that I did not do - would rather see them in court! When connected to them I informed that this should be dealt with under warranty. They told me that they have looked and seen that the Mac has not been misused and Cosmetically fine, no customer damage. They said that I would have to speak to a senior colleague and the person basically said that if he was me he wouldn’t be paying it! I received a phone call while I was replying to the text. The lady I spoke to was very nice and asked me if I had left anything between the keyboard and screen. Informed her that I haven’t and that I look after my devices. They said that they would open an investigation and get back to me. Over a couple of days they kept emailing saying they were trying to ring me. For some reason these calls where not coming to me. I emailed the senior worker back (when I spoke first she emailed her working times to me) informing her that it was not convenient to talk on the phone due to work commitments and for an update on their investigation? I did not get any reply for a day and then when they did reply it was good news! They have covered the cost of the repair and the MacBook is on its way back to me! I will be sending the Mac back to the retailer for full refund as this item is not fit for purposes and is not as Described! My advice is keep everything in writing when dealing with Apple. You do have 6 years to ask the retailer to sort it for you under consumer rights act 2015! Don’t be fobbed off. Let them deal with Apple. I do believe there is a fundamental issue with these devices and Apple know about it but are holding out hoping it will go away. Good luck and stick up for what is right!

To enable the thin design of MacBook Pro with Retina display computers, the clearance between the display and the top case is engineered to tight tolerances. Do not use palm rest covers or keycap covers, as the additional thickness may interfere with the designed closed position of the display.

--from:

Do not use palm rest or keycap covers on a MacBook Pro with Retina display - Apple Support

Yeah, chances are you closed the lid and a small hard object was lodged between the keyboard and screen or near the hinge. If you have AppleCare Plus then Apple will replace your screen less the deductible for $99.00.

Hi!

For everyone who has this hairline crack damage, which then gets bigger and bigger. I just called Apple Service 4 times. The problem is now known there and is also fully documented. Don't give up and get on Apple's nerves and get a manager at Apple's phone support (even if you have to wait on hold). Also enter it at https://www.apple.com/feedback/, almost as a complaint. The more people report it and energetically inform Apple, the faster something happens that the MacBooks will be called back. That helps each of us. I do it because I've always been satisfied with all Apple products.

Apple only provides the display assembly, complete, at a cost of US$600 to over US$800, and does not routinely cover this cost as a defect under warranty. Apple has not been responsive to suggestions that these should all be recalled and replaced.

Breaks that are ONLY in the bezel below the screen are largely cosmetic. Some users just put a strip of black vinyl electrical tape over the crack.

If you are handy, some sellers on eBay can provide a compatible black metal panel, or a third-party repair company may be able to install a black metal panel as a replacement bezel.

I was able to have the repairs made to the screen, Apple covered the costs but only after a second call to speak to senior support. The second call went something like this... " Im asking Apple inc. one last time to do whats right and remedy a well documented problem before me proceeding to small claims court". The 1st call lasted an hour with no resolve. The second call was no longer than 5 minutes before an apponitment was made at the closest Apple store the next day. The glass still goes to the bottom but has a 1/2" strip of like a vinyl wrap or electrical tape that runs the full width. See pic

Thanks for that!!! I have been looking for that since last year when the store refused to cover it and the manager got belligerent with me. I have also had posts deleted here. Here is a news article about the lawsuit for others that are wondering about this. I will take a screen cap before posting just because I m sure the lawyers would love to hear the Apple Mods are deleting our posts about a legal process. Who knows if any good will come of this but my understanding from the store employees is Mac usually needs to get sued before they fix these issues.

Check and see if the credit card you used to purchase the Macbook has damage protection coverage. If they do they may be able to take care of it. That's what I had to do

I called the support line and told them my display was damaged by a piece of elastic material being trapped between the screen and keyboard. The material was as thick as about five sheets of paper. I sent them pictures of the screen that show no surface damage, and explained my MacBook pro 17 inch screen was all i had to go by as far as display normal toughness, I also told them they should warn people about the displays fragile nature so they can act accordingly. I was told by the service rep that the pictures show no surface damage and it should be treated as a defect and repairable under the one yr hardware warranty. But we will see what happens. I would hate to sever my relationship with Apple over this, but they should stand by their product, and make changes necessary to strengthen the displays surface so it can perform as a mobile computing tool should. Not asking for a tough book, just a reliable everyday performer like my 17 inch MacBook pro has been.

Sorry to see this has happened to you. While you of course didn't purposely put something in between the screen and the keyboard, something definitely got lodged in there to cause the screen to crack. If you have AppleCare Plus that will for sure cover it, less the deductible. Have Apple check it out.

The place I took it to informed me to call apple support which I did and I explained what had happened and they bounced the call around to different departments. Till someone said they would cover the costs this one time.

Honestly in not sure it may just be a case to case basis. I just sent them photos of the damage and said it wasn’t there when I used the laptop that morning and showed nothing was there to cause the damage.

Andrea,

Apple should repair it without charge. It happened to me, and reported Apple's design flaw to my insurance. I did not pay for this repair -- because there is a design flaw on the thick cables that run across the bottom screen of the MacBook Pro. So these cables could cause stress as you open and close your laptop. Because the glass screen that Apple uses is too weak and fragile and the hinge does not provide enough space for any expansion - that cable could push the fragile screen and result in a crack. I think this is an easy repair because it is just cosmetic.

[Edited by Moderator]