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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 Jun 28, 2017 12:19 PM

I have the same issue with my 2016 Macbook Pro Touch bar, I was cleaning it as I have done with my other macbooks since 2008 with the recommended iKlear kit and soft microfibre cloth.

applying next to 0 pressure as the smudges didnt even come off!!

and it cracked see pic..

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810 replies

Dec 20, 2017 12:07 PM in response to drtimothy

I had the same issue last week. I had the screen replace and within one week it happened again. Apple store denies any issues but as you can see it is not an isolated incident. I didn't take a picture the first time, although Apple has pictures. Last week I had the screen fixed due to a crack on the left side, where the sharp edge comes in contact with the bottom strip and five days later it happened on the right. Extremely frustrating, time consuming and costly. Shame on you Apple for not standing behind your product. I will never purchase Apple products again.

Dec 28, 2017 11:33 AM in response to Rosymamo

I too have had the same problem on my 15" MacBook Pro with Touch Bar. The problem for me appears in the metal strip along the bottom of the screen, at the far left. No cracks appear in the glass itself. I was using the machine in bed for a couple of hours, closed the lid, and when I came back an hour later and reopened it, the crack was there. On top of that, the entire screen became permanently black, rendering the computer unusable.


When I had closed the lid, nothing was trapped between the top and the lid, and no crack-sound took place either. When I took the machine in for repair at the Apple Store, they denied it was a manufacturer's defect, and would not apply the warranty, which means I must shell out €745 to replace the screen.


To them it appears like external damage, which can only be caused by the user. They are not willing at this point to consider that the screen design is not robust enough for normal laptop use. I can only hope that Apple will eventually admit that there is a problem with the manufacture of the product, and to be reimbursed at a later date for the repair.


Very disappointed to have to go through this with such an expensive high-end machine!


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Jan 22, 2018 7:32 PM in response to drtimothy

I have the same problem. I got home last night from a trip and it wasn't cracked then. I closed the computer when I was done working last night. My computer has sat on my desk all day. Then just about 20 minutes ago I opened it and I have a crack where it says "MacBook Pro". There must be a lot of pressure somewhere along the hinges of the MacBook. I don't understand how it can crack that plastic just by shutting the screen. Apple must be making these computers out of very cheep material. If this many people are having this issue, why isn't apple doing anything about

this problem. Has anyone tried to go to apple to get it fixed?User uploaded file

Feb 9, 2018 9:33 AM in response to drtimothy

I have this same problem and I am so angry now!! Opened my laptop few days ago and found this. Soon after I noticed there's a crack below the screen. I keep this computer on the desk all the time, mostly closed, because I connect it to external monitor. Apple blames me for the damage and do not cover the guarantee. I am always so careful with this laptop! And it's just 6 months old! They say that it cracked of small particle between screen and body. I am sorry, but I cannot see every nano particle! Test your product in normal life conditions then, not in a vacuum factory. Support was useless. Now I have an option to pay ~560 Euros for display replacement!! If this thing is so fragile then it should have a notice somewhere on the screen or should I keep it in a vacuum box and never touch it? If they are not fixing this free, I will just trash this crap and tell to everyone about my experience. Also, this one is my last Apple product ever.


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Feb 11, 2018 2:36 AM in response to Grant Bennet-Alder

Hi Grant!


You seem an experienced apple user.

I would appreciate very much your opinion about the design of macbook 2015 versus 2017. Find some pictures below.

Especially your opinion about a sharp metal edge in the bottom lid versus a somewhat flexible glass screen in the top lid.

First: Do you think it should be ok to put a slice of paper between the keyboard and the screen (to avoid fouling of the screen) ?

Do you think it is possible that during travel a little pressure on the top lid could create a situation that the metal edge touches the screen and causes a tiny (maybe not/hardly visible) hairline.

And that this hairline (maybe still hardly visible) will form a real crack when cleaning the screen with a microfibre cloth ?

Thank you very much for your expert opinion.

Mark


2015 design

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2017 design

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Mar 1, 2018 4:06 AM in response to drtimothy

Hi, I too have ran into this issue!


I was simply cleaning the machine with a microfibre cloth and it cracked right at the hinge. Im a student and take my laptop everywhere this is extremely upsetting on such a high priced machine.

Going to ring up apple and see what my options are...I cant afford to pay a high price to replace the screen... im afraid to touch my screen now... 😟

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Mar 18, 2018 4:59 AM in response to drtimothy

Ive had the same issue. For a $4000 AUD laptop this inexcusable. After 2 months I find a small chip down the far right corner, then a hairline line/crack appears - from no where. I used it in the morning. Had it covered in a laptop protector - open it and now the screen is totally useless. Apple Store informs me its not covered by warranty!User uploaded file

Apr 10, 2018 8:38 AM in response to drtimothy

It seems it is a chronic problem. I have 2016 Apple MacBook 15" TouchBar. I am sure I did not put anything between the screen and the keyboard last night. There was no problem. When I opened the computer this morning, I saw a little crack in the bottom of the screen which causes pixel loss. I did not even clean it with a fabric or anything!User uploaded file

May 15, 2018 9:56 AM in response to drtimothy

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.

May 15, 2018 8:31 PM in response to drtimothy

I have the exact same issue, always treated my Mac very gently. Closed my Mac, chatted with my friends, when I reopen it ready to get back to work, this happened.


Calling apple now, hope it could be solved with no additional fee and apple would address this issue, more hopefully take it into consideration for a easy solution when it happens as well as upgrade the design for the next gen.


While I am typing, apple has already made an exceptions for me for the no charge repair and booked an appointment for tmr.


When this issue has to you, please don't panic, all the support line and explain the situation as it is.


It worked for me, it would for you too.


xoxo

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Cracked screen MacBook Pro with Touch Bar

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