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

Jul 1, 2020 12:16 PM in response to Ryanmorrison101

Just because your's remains intact doesn't invalidate the rest of us with identical issues. Cracked screens immediately behind the hinges. In my case I did nothing wrong. It never creaked or showed any signs of stress until that night when I closed it and heard the crunching sound. Now I have identical holes on both sides. Both directly behind the tiny little hinges. Glad your experience has been different but I am wondering why you are on this forum at all? I ended up here by Googling MacBook Pro 2019 cracked screen. I find it a bit odd that you are dismissive of this particular design flaw just because it didn't happen to you?

Jul 1, 2020 12:34 PM in response to belle260

The problem is... It's NOT covered under the warranty. If you paid $350+ for AppleCare Plus, then it's a $99 deductible. If you didn't, then it's a $600+ repair, which will not be warrantied as Apple deems ANY screen damage as the users fault (by default), and that's a lose-lose proposition for Apple's MacBook Pro customers.


An Apple genius and Apple Store manager told me there is absolutely no way an MBP screen can be damaged other than by a direct impact to the front of the screen. When I asked if surface tension caused by back-pressure to the hinges (where a majority of these cracks are happening) could compromise the screen, they both got this look on their faces like I was privy to some sort of top secret.


What's even more interesting is that Apple won't take a 2019 MacBook Pro 15" as a trade in. A 2019!


Sorry to the super fans out there, but I had an Apple 2 computer, am a shareholder, and have owned over 100 of their (upper tier) products. I think this is one of those issues where they eventually (sheepishly) admit that yes, some of their MBP units may have defective screens (to match the keyboards they first said absolutely had no defects).

Aug 25, 2020 3:50 PM in response to BobTheFisherman

You need to stop sounding like a Apple store employee! My screen broke in two places both directly on top of the hinge. I did NOT have anything between the screen and the keyboard. It simply cracked. I examined it with a flashlight when I heard the crunch and found nothing but VERY fragile pieces of glass. That was the first hole. The second hole appeared shortly afterward, again above the hinge. Now I have two holes and I've covered them with electrical tape. Apple will not replace or repair.

Sep 9, 2020 10:40 AM in response to drtimothy

This happened to me as well. Woke up one morning to see the dreaded vertical lines. No crack at all visible. Was told it wouldn't be covered because it was physical damage. How?? I apparently squeezed too hard at the camera or bottom right of the screen. They weren't even sure where this 'physical damage' occurred. Unbelievable. Didn't realize I had such a fragile instrument. Was told a piece of paper could damage the screen if closed just so. So glad I purchased the 3year warranty. SO DISAPPOINTING!!!!

Oct 1, 2020 2:58 AM in response to drtimothy

Yes I have a similar issue. Also the new MacBook Pro with Touch Bar. The third party provider said there was a "crack" But its only visible when I turn the computer on and I honestly don't know how this crack could have been caused. I simply closed and opened my computer. They said it is my fault that the computer (which had software issues from the beginning) is broken, because I apparently opened it with too much force and you're not supposed to open it in the middle. This feels like fraud. I ne ver experienced Apple personnel to be this rude.

Oct 12, 2020 5:45 PM in response to mh2014

The sad thing is Susan...apple was alerted to the issue, in regard to the lines across the scree. Yet apple continued to sell the defective devices. I've done a good bit of research (on everything with apple) and their many lawsuits and this is definitely the consensus amongst customers. Sadly, customers have had to lose their hard earned money that they worked to receive and their hard earned profits from their business they worked to build up, when they could not get a working computer in a quick turn frame....myself included. Once I get more information, I'll try to post an update on here for everyone.

Oct 12, 2020 6:10 PM in response to joymorris

When I take my car in for service, the rules are well understood. The service departmental at a car dealer is a PROFIT Center. They want to optimize for the maximum cost of repairs, but still remain legal and ethical.


Unlike going to a car dealer, Apple wants you to be a Happy Customer. Happy Customers will buy more stuff eventually.


Apple repair policies are not designed to squeeze you for every last cent. In particular, they are fixed price -- any over-runs are on on them to get right.


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But your suggestion that this is a defect is one they hear from Users all day every day. They do not consider it reasonable, and they generally will not budge.

Oct 17, 2020 7:18 AM in response to drtimothy

Hello! I had the same experience. How my macbook pro has broken is still a mystery for me: I was using my MacBook, I closed it and after about 5 minutes I reopened it to continue using it and by opening it I noticed a crack on the line macbook pro and the display stopped working. I am sure, more than sure that there was nothing left inside. I have always treated it more than well and with the awareness of its value, I never created pressure when opening or closing it and I'm sure there was nothing inside.

That's my sad story.

send a feedback: https://www.apple.com/feedback/macbookpro.html

Oct 17, 2020 11:16 AM in response to Mykii

I have read an article by technicians who believe that the damage in the lower area of ​​the display appears to be caused by severe stress in the lower area; probably the hinges of the display, during the opening or closing phase of the screen, generate an abnormal pressure in this area which over time risks cracking disastrously. what do you thing? is this an absurd theory for you?

Oct 17, 2020 3:02 PM in response to LindaZo

I think that is it exactly. The hinges are behind both of the holes in my screen. First one popped, for lack of a better word, and then the other on the opposite side. I have blocked both holes carefully with black electrical tape and doubled the tape over the actual holes. I am hoping this will prevent further cracks in my screen. It is most certainly a design flaw. My 2012 MacBook Pro has a much sturdier design and is defect free after 8 years of use. Not a scratch on it.

Oct 23, 2020 8:45 AM in response to drtimothy

I am in a similar situation. I have the 2019 16" Pro. Just the other day I picked it up out of my computer backpack, with my hand grasped in the area where you lift to open it. I heard a slight snap sound. I thought, "wow, thats weird." I opened it to see an internal crack just to the left of the camera at the top. It caused a black line down the middle of the computer, and seconds after, the screen went black. Won't come back now. I called apple, and of course, it's not their fault they made a paper thin screen that cracks by simply picking it up. Nope, thats my fault, becauseI was the idiot that bought the computer. It's $746 to fix (without Applecare). I'm honestly scared to get it fixed because....it will just keep happening. I can't afford to dump $746 out over and over because their screens flex too much. Very disappointed in Apple over this and very disappointed in their warranty. They take no responsibility for their product malfunctions.

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Cracked screen MacBook Pro with Touch Bar

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