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

Nov 14, 2019 9:56 AM in response to Tom446

I can add - my 2019 Pro after 30 days in home using....

Today...2 months ago i have one crack more - now V shape. I applied piece of screen cover after first crack, but still is cracking.

Still home using - 0% manipulatting. Extremly fragille, worst Pc ever - i prepare some review on youtube and media in Czech republic - it should be "scratch gate".

I would like to start communicate with apple - i think, they ignore this forum.


Nov 28, 2019 9:32 AM in response to duncang

Cracks in glassy substances cause optical imperfections that are readily detected by the kind of inspections the display manufacturers do in their factory, and Apple like does during or right before assembly.


Nice try, but not a solution.


Apple will not engage in discussions about whether you did or did not subject your computer to abuse. They simply say, "this is not a defect in materials or workmanship."



Dec 23, 2019 10:42 AM in response to DPJ

You may comment a lot here, and you may think you know everything about Apple and MacBook Pro computers. Maybe you know more than I do... and I will let you think you do. I know about MY Apple MacBook Pro, and I absolutely and definitely bought Apple Care PLUS. I always pay for the extra coverage, and I do not take only the free year coverage. I have probably been an Apple user since before you were born. Apple still refuses to say that the issue is their problem in spite of the fact that so many people seem to have had this happen to them. I didn't even know the glass was cracked on my screen. It looked like someone had blown clear snot down at the base of the screen, in the black area below the screen. Overheating is a problem with this model of MacBook Pro, and I thought it had simply melted whatever was down there. I was only taking my computer in to have the keypad replaced for a second time in a year since this model had keypad problems. I showed the guy the "snot" at the bottom of the screen, and he told me it was a crack in the glass. This model also has battery problems that cause airlines to not allow it onboard to be used during flight. It has overheating problems. And now, I find out that it has glass problems on the screen. This is the computer I own, and the only mistake I made was buying it in the first place. I am sitting here typing on a one-day old 16-inch brand new MacBook Pro, and I hope I have better luck with it. Merry Christmas! 🎄 🎚

Dec 23, 2019 11:05 AM in response to Unknown Mac User

Unknown Mac User wrote:

...
Apple still refuses to say that the issue is their problem in spite of the fact that so many people seem to have had this happen to them.
...


Agents Authorized to speak on behalf of Apple will NOT engage with you in a discussion of whether this WAS or WAS NOT attributable to anything you did.


Their position has always been more concise:

We cover defects in material and workmanship, for the warranty period only unless you buy additional coverage. This damage is not a defect in materials or workmanship.

Dec 23, 2019 11:19 AM in response to Grant Bennet-Alder

I have Apple Care Plus and my expiration is a year from now and the genius at the store called it accidental. His manager called it accidental. Not catastrophic. I know I have never done anything to warrant this problem. In fact, the only time it has ever left my desk is the time Apple sent it off to Austin, Texas to have the keyboard replaced (the first time, and that is what I have taken it in for a second time... covered by my Apple Care Plus), and they Fedex'd it back to my home. And that is possibly what caused the damage. I didn't. And it wasn't visible damage, or I would have reported it at that moment.

Jan 4, 2020 3:44 PM in response to Mr Cutty

“As far as I can gather people who use MacBook Pro'd don't care that much about how thin it is, rather that it will not cost them $700 to repair every few months.”


Being a dedicated Mac User for the past 25 years I can verify that I have not spent more money on repairs since my first G3 tower to my 2019 16” MBP. I also had the 2016,2017 and 2018 shown in my avatar. Very doubtful anyone is spending $700 on MacBook repairs every few months. Looking at your picture that is not caused by an engineering defect. That’s accidental damage. That’s why Apple charged you rather than fixed it for free.

Jan 4, 2020 4:12 PM in response to DPJ

The defect I am referring to is that the screen breaks so easily. I am a pro video editor who has used Macs for 20 years and own many apple computers and other devices. The defect with the 2017 MacBook Pro being easily broken by the slightest thing toughing the screen is a well known problem as expressed by many people on here. But I guess you know more about how my laptop broke than I.

Apr 10, 2020 7:25 PM in response to drtimothy

Yes, same issue. 6 month old "baby-ed" 16" MacBook Pro. Completely crashed. Replacing mother board, keyboard and charging me for a new screen due to a supposed crack I never saw. Laptops are supposed to be portable. This one has never left my house, never even been in a backpack, let alone a plane, and never been on the floor (intentionally or otherwise). After reading these notes, I am convinced this fragile screen issue is a defect with the Touch Bar models and deeply disappointed that Apple hasn't taken responsibility for it.,

May 10, 2020 3:15 PM in response to DPJ

It does not matter whether you think is your fault to Apple's fault. Apple has told Users unambiguously: we cover defects in materials and workmanship... only.


Any MacBook that passed multiple inspections during manufacturing and shipped halfway around the world to you and worked for the first 14 days you owned it does Not have a defect in the glass of the screen.

May 21, 2020 6:44 AM in response to drtimothy

I experienced the same thing with my MacBook Pro 2017 with Touch Bar. I did nothing wrong except closing the Lid. There was no visible damage from outside however there seems to be a crack inside. Display does not work any more. Service centre people says it is an accidental damage!!! But what did I do wrong ??? Looks like this new Apple Macs are very fragile!!! I have been an Apple fan right through out. I still love Mac user experience. However after spending $4000 on the device, if it breaks like this, I have no choice but to adjust my mind to say goodbye to Apple Macs . Logged a support case with Apple as well. Not sure what will happen. Hope apple can look after me :(

Bit disappointed right now !!

May 25, 2020 3:45 PM in response to drtimothy

It is time for Apple to admit that they are at fault for these cracked screens in the 2016 MacBook Pro and MacBook Pro with Touch Bar and later models. I have never dropped my laptop and it has only left my home twice. Back in early 2017 right after I bought it, there was a nasty crack on the right corner. When I took it in they tried to say it would be $350! So I just lived with it. Now 3 years latter, it has morphed into an ugly unsightly crack and there are multiple cracks across the bottom that I just discovered it today.

I was going to buy a new MacBook Pro because the battery needs to be replaced, the screen needs to be replaced, and the keyboard is typing letters twice. But I really think they need to fix these screens and reimburse people that had them repaired.

May 25, 2020 11:31 PM in response to DPJ

My 2019 16" MacBook Pro has been nothing but problems. I've been an all Apple product person for 25 years and have never had such a sensitive, problematic machine, from cracked screen, to replaced motherboard, to fan replacement and more. It is 6 months old and has been repaired THREE times. I have babied this device, it has never traveled or been dropped. It is absurd that a "PORTABLE" device should be so fragile. Meanwhile, my husband's 2014 Macbook works like a champ, no problems ever. No question in my mind that both quality and durability have seriously declined.

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Cracked screen MacBook Pro with Touch Bar

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