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

Reply
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


User uploaded fileUser uploaded fileUser uploaded file


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

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...

Jun 1, 2018 10:13 PM in response to drtimothy

The same happened to me I was watching cloud related video, As I was asleep I put the laptop in a place where it is safe I keep my MacBook in the same place everyday, morning I was opening for some work I was surprised to see the screen was cracked I had no clue what is the mistake I did. This is a absolutely a fragile product that apple has built when I searched there seems many people facing the same issue that too at the same place. Is apple listening to this community content.

There would be many silent instances which is not being reported, not everyone is capable of reporting in community feedback. I also submitted a feedback to Apple product.


I know if I take this ALab they will say this is accident will not be covered in warranty if so this will be my last laptop I am buying from apple as this absolutely lacks durability. For the same cost I could have bought 2-3 laptops.

Jun 7, 2018 7:02 AM in response to drtimothy

This happened to me today I was using my laptop at university and it happened informant of at least 6 people who I was explaing my phd project to them and suddenly it started showing some dead pixels and the lines of black screen . I didn’t drop it and actually it doesn’t even have a single scratch on it , not mention outer glass is fine but there is hair crack inside it which is totally wired since I didn’t even touch the laptop and it appeared suddenly . Today I am taking it to the warranty but I am not sure what they gonna say . I don’t even know if the crack is the reason for this

User uploaded file

Jun 18, 2018 9:50 PM in response to radaab

My 2 year old MacBook Air screen looked similar to this, only more of the screen had weird markings. No visible exterior damage, and no one else had used the computer. About 3 weeks before, I turned it on to find my screen partially obscured. Called Apple support and they spent two hours on my computer remotely, but they got it fixed. Couldn’t tell me what it was, but they definitely had seen it before because they seemed to have a very clear protocol of accelerated steps to try. When this occurred about 3 weeks later, they tried the same things, but this time no luck. Said my display was “cracked” and had to be replaced. Again, no outward signs of damage to the screen or any other part of the laptop. Took it in, and had to pay almost $600 for a new display. Pretty unhappy. I’ve had Apple laptops and a desk top for years, and this was just too weird. I’m SO careful. This made no sense to me.

Jun 25, 2018 6:02 PM in response to Grant Bennet-Alder

@Grant Benet-Alder How do you know all of them survived shipment from China to anywhere. Did apple updated you about all the shipments that none of the Macbook screen cracked? There are possibilities that some have been cracked while shipment and some are cracking afterwards. Also, history changes by time and so, is Apple's history. Even if something comes in between, it should crack only on applying major force not while closing normally or opening it. There are chances that pressure might be originating internally from hinge or somewhere. In my case I remember that I closed my macbook ad kept it in bag. And after about one hour when I pulled it back and open the lid there was a crack near hinge. And how is it possible that same kind of crack is posted by another user, same shape and same place on opposite side.

Jun 25, 2018 6:26 PM in response to Mykii

@Mykii Laugh as much you want. But the truth is truth. I just place the macbook in bag and didn't move it anywhere, it was at the same place. After one hour when I pulled it back there was a crack. And why to use such kind of weak glasses when there is an option of gorilla glass and other quality glasses. I have paid a lot to buy this mackbook. I think I would have paid a few more bucks for quality of glasses. I wanted to buy it for quality.


Also, I have carried hp laptop in rough conditions without caring about it and its screen never cracked in 7 years of lifetime.


Even the conditions you are mentioning are practical and should withstand all of it given the price and name.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Cracked screen MacBook Pro with Touch Bar

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.