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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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

Mar 4, 2019 2:27 PM in response to drtimothy

To enable the thin design of MacBook Pro with Retina display computers, the clearance between the display and the top case is engineered to tight tolerances. Do not use palm rest covers or keycap covers, as the additional thickness may interfere with the designed closed position of the display.


--from:

Do not use palm rest or keycap covers on a MacBook Pro with Retina display - Apple Support



Oct 29, 2019 8:47 AM in response to santosharelle

"I'm sorry but my MacBook is in immaculate condition, nothing was done to the machine for this to happen and it s clearly a fault and/or not fit for normal usage."


Being in "immaculate condition" doesn't mean you didn't cause the screen to crack, because it was definitely caused by the user. Simple as that. The glass is cracked. Glass on the MacBook Pro's screen/LCD cannot physically crack itself. That defies the laws of physics. Something was lodged in between the screen and the top case (keyboard) and when the screen was closed it put forth pressure on the screen causing the crack.

At this point you're responsible for paying for it to get fixed. Apple is not going to repair/replace your screen free of charge unless you bought the AppleCare Plus, which would still require you to pay the deductible, but by no means is this a defect or fault of the manufacturer.



[Edited by Moderator]

Feb 28, 2020 1:15 AM in response to drtimothy

Hi!

For everyone who has this hairline crack damage, which then gets bigger and bigger. I just called Apple Service 4 times. The problem is now known there and is also fully documented. Don't give up and get on Apple's nerves and get a manager at Apple's phone support (even if you have to wait on hold). Also enter it at https://www.apple.com/feedback/, almost as a complaint. The more people report it and energetically inform Apple, the faster something happens that the MacBooks will be called back. That helps each of us. I do it because I've always been satisfied with all Apple products.

May 20, 2021 9:10 AM in response to drtimothy

Apple only provides the display assembly, complete, at a cost of US$600 to over US$800, and does not routinely cover this cost as a defect under warranty. Apple has not been responsive to suggestions that these should all be recalled and replaced.


Breaks that are ONLY in the bezel below the screen are largely cosmetic. Some users just put a strip of black vinyl electrical tape over the crack.


If you are handy, some sellers on eBay can provide a compatible black metal panel, or a third-party repair company may be able to install a black metal panel as a replacement bezel.

Jun 5, 2021 2:49 PM in response to NicoletteBG

I was able to have the repairs made to the screen, Apple covered the costs but only after a second call to speak to senior support. The second call went something like this... " Im asking Apple inc. one last time to do whats right and remedy a well documented problem before me proceeding to small claims court". The 1st call lasted an hour with no resolve. The second call was no longer than 5 minutes before an apponitment was made at the closest Apple store the next day. The glass still goes to the bottom but has a 1/2" strip of like a vinyl wrap or electrical tape that runs the full width. See pic


Feb 7, 2022 1:22 AM in response to DEFriend58

Thanks for that!!! I have been looking for that since last year when the store refused to cover it and the manager got belligerent with me. I have also had posts deleted here. Here is a news article about the lawsuit for others that are wondering about this. I will take a screen cap before posting just because I m sure the lawyers would love to hear the Apple Mods are deleting our posts about a legal process. Who knows if any good will come of this but my understanding from the store employees is Mac usually needs to get sued before they fix these issues.



Mar 18, 2018 7:25 AM in response to beck5

I called customer support a bunch of times and finally, they made an exception and waived repair the crack if I paid $99 for labor, which I did. So, call them, be nice and if someone is not giving you the answer you want then get transfered to someone else. It's what I did and I got a resolution.


Then it happened again to me the crack issue, so now, I'm selling it with a broken display and buying a refurbished one from Apple WITH applecare+. these new ones are so fragile my last macbook pro from 2011 is still going strong and that one I'm not even as careful with. Call them and get them to fix your first one for free.

Also, you next solution: use an external display it's what I did for awhile. Connected it to My tv then it's pretty much a desktop.

Jul 22, 2018 9:04 PM in response to drtimothy

This internal glass crack happed with my MBP 13" touchbar too. It's an eggshell glass, and Apple management has decided that since the incidence level is so low (compared to keyboard or battery issues) they better look the other way. What the management does not realize is that every such incidence will lead to one less happy customer, who would be more eager to look at the competition now.


Apple QC is somehow allowing macbook and macbook pro displays with internal cracks to be sent out as final products to the customers. Soon the crack starts growing and after some open/close cycles of the cover, the display fails internally.


We can try our best to make youtube videos, send twitter posts, etc to call the attention of apple management and / or the journos to this problem.


Here is my video depicting this issue.

Apple MacBook Pro touchbar (13.3" mid 2017) LCD display internal spontaneous crack - YouTube

I also sent a feedback to apple through https://www.apple.com/feedback/

Never received a reply though.

Jan 16, 2019 11:30 AM in response to Hectormacc

I called the support line and told them my display was damaged by a piece of elastic material being trapped between the screen and keyboard. The material was as thick as about five sheets of paper. I sent them pictures of the screen that show no surface damage, and explained my MacBook pro 17 inch screen was all i had to go by as far as display normal toughness, I also told them they should warn people about the displays fragile nature so they can act accordingly. I was told by the service rep that the pictures show no surface damage and it should be treated as a defect and repairable under the one yr hardware warranty. But we will see what happens. I would hate to sever my relationship with Apple over this, but they should stand by their product, and make changes necessary to strengthen the displays surface so it can perform as a mobile computing tool should. Not asking for a tough book, just a reliable everyday performer like my 17 inch MacBook pro has been.

Mar 18, 2019 6:39 PM in response to diayabliz

The place I took it to informed me to call apple support which I did and I explained what had happened and they bounced the call around to different departments. Till someone said they would cover the costs this one time.


Honestly in not sure it may just be a case to case basis. I just sent them photos of the damage and said it wasn’t there when I used the laptop that morning and showed nothing was there to cause the damage.

May 1, 2019 8:17 AM in response to cheeseandrea

Andrea,


Apple should repair it without charge. It happened to me, and reported Apple's design flaw to my insurance. I did not pay for this repair -- because there is a design flaw on the thick cables that run across the bottom screen of the MacBook Pro. So these cables could cause stress as you open and close your laptop. Because the glass screen that Apple uses is too weak and fragile and the hinge does not provide enough space for any expansion - that cable could push the fragile screen and result in a crack. I think this is an easy repair because it is just cosmetic.



[Edited by Moderator]

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Cracked screen MacBook Pro with Touch Bar

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