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

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

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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.

Jun 25, 2018 6:45 PM in response to vivek95

To be fair, 7 years ago and most of their lower end models in this day, HP's laptops didn't have glass over their screens.. They were LCD's covered in plastic. Anyway I'm hardly an Apple advocate. I'm more of a tech advocate, and if there's a misunderstanding of tech, I'd rather explain that and it just so happens to apply to this scenario. Again, I can't prove or disprove what you say that you've done or didn't do, but what I can tell you is that the science exists that there had to have been a force of some sort inflicting the display. Perhaps when you placed it down in the bag something happened. Also, the glass isn't very weak at all comparatively speaking-- subjectively, you can say that it's weak, but what are you comparing it to? The glass is pretty strong compared to lots of glass on the market-- but it all depends on where it is struck.. Check out this video Mystery of Prince Rupert's Drop at 130,000 fps - Smarter Every Day 86 - YouTube science is rad.

Jul 4, 2018 1:20 PM in response to drtimothy

User uploaded fileThe same thing happened to me! I am so disappointed as I went from a Dell to an Apple because I heard about their durability. I am not rough with it and my problem is exactly the same as the one you are describing. They told me it would be 560$ to replace the screen. Same thing, it happened overnight and no one at the service point were able to give me an answer as to why that happen but apparently it's my fault. The computer is less than 6 months old and I don't think I'll repair it. It probably will break again and would rather get another brand. Also they told me that the screen wasn't warrantied so that is probably an issue they encounter a lot.

Jul 5, 2018 7:02 AM in response to drtimothy

EXACTLY THE SAME! This is such BS. not only that, but my sound has failed and my spacebar is broken (FOR THE SECOND TIME!!) and they WILL NOT FIX IT because of the cracked screen unless I fork over some serious money to fix that first. Such a fragile machine, my 2013 is still MUCH better, performance and sturdy wise.


I am broken-hearted over this crappy Mac. Apple let us down.


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Jul 16, 2018 3:22 PM in response to drtimothy

This happened to me too. I don’t know if your problem is the same area as mine but I have attached a photo here to show. There are no glass cracks, in my Mac too. They said the damage is internal.


Previous to this, I have experienced multiple display issues in the past months such as Resized windows and Flickering screens.


There must have been something wrong with the screen even before it got damaged’ and I am disappointed that Apple Protection Plan doesn’t cover that.


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Jul 26, 2018 8:38 PM in response to DEFii

This crack screen also happen to my sister's MacBook Pro 13 inch 2017. At first she tough it caused by accidentlly hit hard object during closing the LCD. The crack spoil the LCD and it must replace.


Apple would not replace the LCD under warranty and she paid $ 600 for new LCD.


I have plan to purchase MacBook Pro 2018 but worry would this issue also happen to this new MacBook Pro.

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Cracked screen MacBook Pro with Touch Bar

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