Cracked screen MacBook Pro with Touch Bar

Devastated to say that my relatively new MacBook Pro with Touch Bar has a cracked display/LCD at the bottom on the screen. I'm not particularly rough with my MacBook and presumably this occurred due to closing the screen with something between the keys and the screen. I recall the moment the crack appeared, so this would have been a dust speck. Although I have AppleCare, the cost of repair is $680, since this is "accidental damage" and "out of warranty"


The new machine seems much more fragile than my older MacBook Pro's which are still going strong 5 years in!


Have others had problems with a fragile displays?

MacBook Pro (15-inch, Late 2016), macOS Sierra (10.12.5), null

Posted on Jun 26, 2017 12:01 PM

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Question marked as Top-ranking reply

Posted on May 15, 2018 9:56 AM

TL:DR -- Apple covered mine without charge. Only because I cited this thread for backup, took photos from start to progressive damage, and was politely insistent. The Apple store staff is probably not your friend. Call in first, and request a Senior Advisor to handle your claim.


If this happens to you, being armed with photos and this thread is your best shot at having it covered.

I opened my MacBook Pro one morning and saw a small spidery line inside the LCD on the lower right near the hinge. I had not dropped it, hadn't moved it from the table in days. Then it spread. Then it got worse. Then a second line began. My speculation: it's a fragile LCD and there was something amiss with the assembly at the hinge putting pressure on the LCD. No physical signs on the outside of the screen.
FWIW, mine is one of the "popping" 2016 MLH42LL/A laptops, right out of the box. Popping Sound, MBP 2016


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After seeing this thread, I called Apple to get a case number. The rep said it would be covered, and if the store genius gave me a hard time to ask for a manager. The Apple store experience was the dispiriting time suck I expected: they told me $680 for the repair and told me I had dropped it; then admitted they couldn't find any point of impact; then when pressed to give me their hypothetical scenario, finally speculated that I must have closed it with -- please clutch your pearls here -- a grain of rice I didn't notice. Come on, guys.


Know when you are dealing with unreasonable people. I returned home, called in again, had a long talk with a sympathetic rep who escalated it to a senior advisor. I sent photos while we were on the phone. The SA said they look for a point of impact, and a spiderweb, and there was none. He said he was entering notes in the case to be covered at no charge, but to be aware that the techs might disagree upon exam. Apple overnighted me a box, I overnighted it back, and they replaced the screen and overnighted it back. No charge.


Flawless top notch CS... once you get to the right person.


So -- be informed, be reasonable, be firm, and know to walk away and talk to someone else. I believe that Apple will eventually send out a quality report about the LCDs. They know about this, but they are going to stonewall when they can.


The other thing to note is that early adopters of the MBP touchbar are under the older AppleCare Protection Plan. Apple rolled out AppleCare Protection Plus in June of 2017, which includes 2 incidents of accidental damage. There are no plans to grandfather the earlier MBPs, nor to offer the Plus for a upcharge (which I would happily pay) to bring all of this model under consistent coverage. It's frustrating to be effectively punished for being an early adopter of the new models, where all of the design flaws are showing up with use.

810 replies

Dec 8, 2017 6:32 PM in response to drtimothy

Similar thing just happened to me, my screen didn't crack but the LCD underneath did and it destroyed the whole screen. Not much physical on the glass or places just maybe a little bump. I had to pay the 680, unfortunately. 3 weeks prior they had to replace my screen because it was making random popping noises and it had come loose and making knocking noises if it was moved around. But seriously questioning the quality of apple products for some time now. They are on a gradual decline. I paid 2600 for a fragile device. They should revert their focus back on the quality of their products.User uploaded file

Dec 13, 2017 9:33 PM in response to drtimothy

Hello


This happened to my machine as well. Some lines have appeared on the screen, and it seems that there was a shock (i cannot see a trace of it... but they say they can).


My computer is barely 5 weeks old. I will have to pay a hefty amount for the repair as well. I know how i treated my machine, and this should have never happened. If a really minor shock cause the problem (minor in the sense that i can't remember it) , then the machine is not worth its price.


I spent some very frustrating time at the AppleStore, and with AppleCare. Was notably told "this never happens" "screens do not break on their own ". I am somehow relived to see here similar experiences.


AppleStore and AppleCare were unhelpful.


I am utterly disappointed.

Jan 9, 2018 5:45 PM in response to drtimothy

I have had my new MacBook Pro for only a couple months and it has more damage to it than my previous Macbook that I had for 5 years! I'm not sure how the bottom of my screen cracked because I am very cautious with my computer. But, I ended up paying $680 to replace my screen. These new MacBook computers are very delicate! As a student lugging a computer in my backpack everyday, I have learned it is too fragile for this. I would not recommend this computer for students.

Jan 12, 2018 7:53 AM in response to drtimothy

Another crack that is in the same location, that looks exactly like those in pictures posted on this thread and that is completely unexplainable, happened yesterday to my MB Pro 13" no touch bar that i bought 2 months and a half ago.

I've been a Mac owner since 2008 and never had a complaint. I live in Spain so i spoke with Apple care spanish phone service today, got an appointment with an authorised technical service near my place where i've been told very kindly that they couldn't help with warranty because it "looks like an inflicted damage". So i spoke again with Apple care and got scheduled an appointment with technical service at an Apple store next week.

I'll keep you posted about how it evolves.


It would be really shameful if Apple doesn't accept to fix it. I probably wouldn't buy this computer again nor fix it (for 680 euro) knowing that it may happen again as you people are saying in your posts.

Jan 23, 2018 11:34 PM in response to Michael_Stockholm

Apple is no longer my favorite. Yesterday I got lines from top to bottom of screen. Disappeared after an hour. Today. Used the 40 days old 5000 usd computer. Closed lid. Got coffee. Opened lid and lines there again and an iinch long hair in the middle just above the MacBook name plate. Used finger to remove. But no. It was stuck inside! No it wasn’t and now it grow longer and soon across all screen!! A crack. My MacBook is gently handled and in top of all. I’m now in Thailand. Next week iceland. All work locked away and have to pay usd 1200 for a new screen. MY FAULT they say!! So no no no not me. !!!! I think screen is faulty mounted inside and something causes the glass to crack by itself.

My Mac has zero damages. Apple. You suck. I will NEVER buy another product with this bad quality backed by a company that for sure does nothing not live up to its name. I’m better off with a crappy and working Chinese computer from now on.

Sitting waiting 8 days acrosss the world and can do no work. Just a waste of money and time. I wished I had bought a cromebook. I could just buy a new and continue working. No I can do NOTHING! Thanks Apple.

Jan 31, 2018 6:26 AM in response to jmalves

Apple wanted spare parts sent to them to double-check. However, the authorized Apple service partner in Thailand could not give them to me so I'm left with paying $1200 to Apple's well-filled chest of money. Horrible, and I'll try to talk to them when back in Europe, but presume chances are 0% to get this right. However, Apple service here took TWO days only, fantastic service I must say. But you pay for it...

YES- the MBP is refined to perfection and so delicate, you cannot use it as a laptop and travel the world in business as I do. It's a jewel that is best kept unused on the desk back home.

And NO - the next laptop will probably not be an Apple. I love it, but it's just too fragile and I'm better off with a MS Surface Pro, I think. Apple is failing its users. Wonderful products on "paper", but too many bugs and untested tech in the real world. Strange as they have a ton of cash and tons of people, yet they make more bugs than most companies with tiny resources. Strange.

Feb 14, 2018 8:48 AM in response to pmpatel01

Agree totally. I'm running an Apple centric company and family, always so happy with Apple, but this MacBook Pro 2017 is sub-standard. Not only the screen is so delicate it breaks just by looking at it - but ALSO - they keyboard is extremely sensitive to dust and other particles! No other keyboard is so sensitive and I'm pretty sure I have to return for service on this keyboard as particles send to come beside the keys and stop them from working. Same problem on the MacBook keyboard. Apple NEEDS to look into these issues as they're going to damage the reputation and for sure I will think twice before buying any apple product with screens and keyboard in the future...

Feb 22, 2018 6:09 AM in response to drtimothy

I have the exactly same problem with my MacBook Pro 13' with TouchBar which I bought it in February 2017. I just was cleaning the bottom of the display very softly with a small microfiber cloth from Apple and then it just broke spontaneously.

I visited an Apple Store, they just told me it was "my fault", "an accident" and it is not included in the warranty. I would say this os not fair, you pay so much money for a product an the customer service is not even interested to help your problem, they just want 520€ for repair. My old MacBook Pro from Mid 2012 never had any problems like these ones.

When I see many other people have the same problem like me I'm sure it is a quality problem of the MacBook Pro series...

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Cracked screen MacBook Pro with Touch Bar

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