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

Sep 26, 2018 7:50 PM in response to drtimothy

I have the same issue. Its just a hairline crack. I just came home from the so called “Apple genius” bar with not so genius solutions. They said that they stopped replacing just the clutch cover ( thats what the balck strip is called where Macbook Pro is written) and i have to change the whole display when this doesnt affect the display at all.

It’ll cost me $475+ taxes to fix it . I don’t understand why did they stopped just replacing the clutch cover, it used to probably cost less than $100.

User uploaded file

Nov 10, 2018 12:15 AM in response to drtimothy

Same here, as i've posted before the bottom of my screen has broken too, crack in the middle. Now, after a few weeks later: I opened my macbook again, a few minutes before I was working with and I closed it, and my display is broken. When I open my Macbook slowly the display is fine. If the angle is getting bigger while open Macbook the display starts to flicker and then I get a big vertical black bar in the middle of the screen. 😠😟😢

I never had so much troubles with an apple device and I'm working with Apple since more then 20 years.

Bad, very bad.

Nov 26, 2018 11:12 AM in response to drtimothy

My MacBook Pro also broke twice already and I’ve only had it for year and a half. I barely use it. it never leaves my desk or my house so it doesn’t get used roughly at all! The Touch bar broke and I replaced that for over $300 and now the screen cracked just by me opening it and touching my thumb on the side. They want $475 to fix it. I will have invested almost half of the value of this computer with repairs. Stupidly I went to a MacBook I should’ve stuck with a PC. I can’t wait to get rid of it. I asked if I could sell it back to them and they said you can donate it back to us for recycling for zero dollars. Give me a break.

Dec 11, 2018 7:06 AM in response to drtimothy

my 15 mbp screen cracked when i tried to close it. grabbed from the top right corner, pulled and i heard the tiny crunch. a big crack appeared from the top to bottom of the screen. nothing wedged in-between, laptop was on a flat table. the display now shows nothing except for trippy liquid colours.


spoken to many genius types, obviously accidental damage isn't covered, usual £650+ price quoted for a new screen.


I cannot quite bring myself to pay that much for something i consider a design flaw, the screen should not crck when i try to close it.


i'm about to sell this thing and buy a PC. i paid nearly £4,000 for it including apple care, and i can't live with paying that much after only having it for a year.



Dec 23, 2018 8:05 AM in response to drtimothy

I had the same issue. Apparently by the time this happened to me Apple had received enough complaints on this that I didn’t get the response you did. I was actually told that these computers are much more fragile. This was an Apple employee telling me that as she shared that they get several of these complaints on a weekly basis at the Apple stores. I’m very upset! I was literally wiping dust off my computer when the bottom of my screen cracked. It literally sounded and felt like an egg shell! If anyone is interested in filing a suit against Apple over this issue, I’m in! I paid a lot of money to have this thing crack in 30 days! I could have spent way less for this kind of quality :-/

Dec 24, 2018 7:00 AM in response to drtimothy

My macbook C02T3B8TGTFM is the WORSE machine I have EVER owned . From day one track pad jumps to left corner whilst in use. The keyboard a KNOWN issue by apple double types some letters and need to bbe replaced by apple!! Easy when you live near an apple store and you are NOT a sole carer to a severely disabled son who you rely part time work by using this piece of expensive piece of badly made parts. The screen broke the same way yours did dust, elements in the environment cannot escape the valley on the fold of the screen to the keyboard and so crack the screen, The glass seems super thin. The keyboard is supper clunky and noisey . IT is by far the worse upgrade I HAVE EVER MADE. Dont get me started on the USBc's

Feb 4, 2019 5:27 PM in response to drtimothy


Hello Everyone!

 

Has anyone experienced this with their new MacBook Pro? Mine is 2018 with Touch Bar. I got it in late December of 2018. And today, I was shocked to find out that what I thought was a stain on the lower half of my screen, was actually a cracked glass. When I rubbed it off with my thumb, tiny specks of thin material came off.  I had to use a scotch tape to pull tiny specks of glass off my finger. So BE CAREFUL - if you see an anomaly on the screen, do not touch it.






Feb 25, 2019 11:31 AM in response to furious-rippedoff

I agree with you and share your feelings. I am upset and frustrated still because I know the cracked screen in my MacBook Pro was Apples Design Flaw around the hinges. Samsung created something similar but the hinge design is far more superior and stable .


Apple should allow the new MacBook Pro users to do a full refund or at least exchange the item for something more durable like the previois MacAir. There were talks about the low quality control and that most Apple products were made in China but being sold in the US.

I don’t care if it’s made in China as long as the quality is superior.


The right thing for Apple to do, if you are reading this Apple, DO NOT CoVer up your mistakes and correct the problem. A thousand more people will complain and you will lose your market edge.


Refund us the money and for all these inconvenience of shipping back the broken screen, waiting for days before we can work with the laptop, and then charging us more money on top of the $2,000 we gave your company for a durable and high quality laptop.

Mar 21, 2019 5:19 AM in response to drtimothy

When you decided NOT to purchase Applecare Plus, you saved about US$379 on the spot. The co-pay for a screen replacement, would have been US$99.


So you saved about US$478 dollars not buying Applecare Plus and the co-pay. Unfortunately, you were unlucky and your screen DID break. So you need to add little over US$200 more to the money you saved, to get them to make the repair.

Apr 6, 2019 4:44 PM in response to DPJ

I bought my MacBook Pro in December 2018. In February 2019, I noticed cracks at the bottom of my screen on both sides at hinges. I did nothing to cause these cracks. This is my first MacBook. Luckily Apple Care covered the repairs. This was an issue before I bought my Mac and it’s still an issue.



[Edited by Host]

May 1, 2019 8:15 AM in response to drtimothy

Same thing happened to me. The day before the laptop was just sitting on the desk and everything was fine. The next day, when I opened it, I noticed a small crack on the bottom left corner. These was nothing in between when I closed it. Brought it in the store, they said it was a physical damage and not a defect. Called Apple support with no success so far.


[Edited by Moderator]

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.