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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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

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...

Feb 28, 2018 6:13 PM in response to DEFii

Just had Apple service rep tell me the glass is not broken but screen sustained some kind of impact, Cost 0ver $1000 with tax.Applecare doesn’t cover. Frustrated as i haven’t taken the laptop anywhere,it is Sitting at home on table.They say I must have pushed on the screen. Not a happy Apple client anymore. This is too much for what Must be an extremely fragile device!

Mar 6, 2018 12:31 PM in response to drtimothy

I am so aggravated by this issue. I literally put two pieces of paper stapled together inside my MacBook Pro and when I opened it back up a couple hours later there was a very small hairline crack in the bottom of the MacBook screen. However, this tiny crack has caused the right side of my screen to flicker with different colored vertical lines. The quality and durability of this new MacBook Pro are absolutely terrible. Apple has used extremely cheap and flimsy material with the new MacBook pros. This is a 1400 dollar laptop how can the rim of the screen crack from the pressure of a small staple. Ridiculous. I am never buying an apple product again. I had the old 2012 MacBook pro for almost 5 years and there was not a single crack or dent on that computer. I will not pay 680 dollars for a new screen and I demand that Apple fixes this issue for everyone who experiences this. There is obviously a manufacturing defect (extremely cheap material being used) with these MacBooks. Apple has to cover a small hairline crack under my warranty. I have literally had my laptop for 4 months. I am a broke *** college student I cannot afford to pay 680 dollars everytime this flimsy material decides to crack and ruin my life.

Apr 23, 2018 8:32 PM in response to drtimothy

I am disappointed also with Apple first time. they made them screen faulty or very fragile. It happen to me 2 times in last 6 month. I had previous mac book and air nothing never happen how roughly I used. This one is very fragile and I think apple should discontinue it. First time I am not happy with purchase. Them display is very bad this time in terms of durability.

May 18, 2018 5:17 PM in response to drtimothy

I hear you Dr. A hairpin fell into the larger open space between the hinges of my new MacBook Pro with touch bar without me noticing and I closed it and heard a crunch. I swore and opened my laptop to have the exact problem - the screens surrounds are just not as robust for busy users, and I too, believe I care for my Apple products, it was just a working too late at night unlucky event. To top it off my touch bar, for no apparent reason has just crumbled in one tiny spot on the edge and now I cannot use any functions! Being an apple user and avid owner for years with iPhones, iPads, MacBook Pros, Airs & old Books lying around everywhere none of them have ever been this fragile!! First ever breaks. So do not buy unless you can treat it like a princess!

May 31, 2018 4:43 AM in response to mehul.rapidops

I haven't even touched the screen. I were working on it. It automatically get cracked. Actually the nothing happened to top glass. The LCD underneath the glass get broken. If I have done something, then it must affect the top glass. How it is possible to crack inner LCD. And getting broken even without touching display. I think so cheap material from apple. And the customer care executives are not ready to accept that it is broken without any contact. I lose faith from Apple.

May 31, 2018 6:24 AM in response to mehul.rapidops

Same in my case as well, upper screen was intact but underneath display was craked, even maple people agreed on such wierd case but were helpless due to apple physical damage policy and our indian customer care is worst, same automated response they will utter. Someone from US should lodge a complaint those countries take things seriously on complaints or else apple will be sued...

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Cracked screen MacBook Pro with Touch Bar

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