Cracked screen MacBook Pro with Touch Bar

"Luckily I could convince a guy at an Apple Store that this is a true story and they will do it on warranty!"

Ha, very comical. You convinced the Apple Store it was a true story? SMH. Please show us the repair receipt showing the Apple genius waived the repair cost for a crack on your screen. The repair receipt should also show the cause of the defect. The crack was certainly not serendipitous. It was negligence.

Sorry @DPJ,

but this is not an appropriate answer, nor is it helpful.

I am not a native english speaker, so please forgive me for using the word "convince"

I even had to translate the words serendipitous and negligence

Let's say: I was happy that the guy believed me.

I say this because I contacted the dealer before and they also just said something like: "this is your fault"

But I do understand you - a cracked display just looks like the user didn't treat the MacBook right. I also couldn't believe what happened to the screen when I opened it. And a big problem is probably that a lot of people try claim warranty when it's there fault.

In the meantime I got a theory:

The fact that I almost work the whole time with a closed display might be the reason for the failure. Maybe the display doesn't like the heat that the MacBook produces in long term.

[Edited by Moderator]

"But I do understand you - a cracked display just looks like the user didn't treat the MacBook right."

It's not about simply mistreating the MacBook, it's the fact that some hard object was logged in between the screen and the top case which is the keyboard. When you closed the lid that tiny hard object caused the screen to crack. That's logic and fact. Saying that you simply closed the lid and the screen cracked itself is not logical and completely defies the laws of physics. Just because you don't know how it happened doesn't mean you're not negligent. If you can convince me that a glass screen cracks itself I'll be happy to listen.

But to be honest, your MacBook looks pretty dirty in the hinge area and that's the gist of this thread. People allowing dirt and small hard objects to get down in the hinge area causing the screen to crack when the lid is closed.

I also see that you ignored my request for you to upload and share the repair receipt?

Maybe the misunderstanding is that the glas didn't crack.

The crack is inside - the display itself has a crack, not the glass.

The surface is completely fine. You don't feel or see anything on the screen when it's powered of.

And no - there was absolutely nothing between the case and the screen. I always check this before closing it.

Yes, the screen looks dirty, but this is just a bit of - let's say - "normal" dirt/dust. I didn't polish it before taking the picture and maybe the flash of the camera enhanced the look.

And I won't upload the receipt here. I don't want to share the personal data on it. Why do you want to see it? It's in german and the only interesting thing that is on it, is the stuff that I told the guy in the apple store and a line saying

"Solution: cost-free display replacement"

And just to let you know: I won't answer you from now on. It seems you think I am lying or I am stupid or something.

I have the exact same issue with a 2 month old MacBook Pro 15 inc – I lifted my MacBook screen up to discover that the cowling had cracked across the 'MacBook Pro' lettering.

Took my machine to the Apple Store and I was told that his was my fault and the cost would be £625 to repair.

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.

"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]

The warranty-provider decides whether to cover the repair, not you.

Apple's policy to date is that these screen are rigorously inspected for defects (which would show as optical imperfections) at several stages during the manufacturing process, and all that survive the shipment from the factory, half-way around the world to you and are delivered without cracks are defect-free.

No one cares how it happened.

Just saying it was caused by the user doesn't make it so either. Cracks on the sidewalk aren't caused by people either. The variables that could cause something like that are just as much outside your understanding as everyone else's. Yes, you may have the official policy of Apple memorized better than anyone else, but that was never what people were posting here for.

[Edited by Moderator]

I have a 2018 MBP that I have had since February of this year. It's my work machine that's used daily. The screen is constantly opened and closed and I take it with me on the go. It's gets plenty of use. Not a single crack anywhere. Apple is not shipping these machines with cracked screens nor is there any defect causing it. They would've come from the factory cracked if that were the case. They are not shipping like that. It's all about how the user takes care of their MacBook. Plain and simple. As a dedicated Mac user of 24 years the durability of the Macs really hasn't changed. It's just about how people take care of their products. My MacBook Pro is a workhorse so I don't baby it and still no cracks. 😊

Ok God.

Because no Apple products can be faulty, weak, inadequate quality and not fit for purpose. You cannot simply say this is the users fault in 100% of cases.

What evidence do you have that 100% of these machines produced do not have a manufacturing fault relating to this issue?

Nothing was lodged in my laptop, if this was the case I would have seen this upon opening it - And even in other cases where it has been caused by cleaning the machine, items been lodged there - cleaning and such items should not cause a £2000+ machine to crack. Incredibly insane, not fit to withstand normal usage.

"What evidence do you have that 100% of these machines produced do not have a manufacturing fault relating to this issue? "

It doesn't really matter what I say. Apple stated to you directly that they were not covering the cost for user accidental damage. Either pay for the repair or not at this point.

I opened my laptop and it was cracked, I found no item lodged in or anywhere near. I could pay for the repair 10 times over if I wished - That is not the issue.

I refuse to pay for something that 1. I did not cause 2. Can easily happen again as the product is clearly not fit for purpose and to withstand normal usage.

If Apple say it’s accidental damage then that HAS to be the reason - Not at all. Apple will say what suits them, they can say the sky is green and know that customers have no power to argue or fight against it.

"I refuse to pay for something that 1. I did not cause 2. Can easily happen again as the product is clearly not fit for purpose and to withstand normal usage."

Hmm, my 2018 MBP is certainly "Fit For Purpose". It's used every day in my office. That's an odd choice of words "Fit For Purpose". If Apple's MacBook Pro's were not fit for purpose the majority of MacBooks would have cracked screens and this certainly would make news everywhere. Never read this anywhere else but here and I frequent 4 different forums daily.

That's clearly your decision not paying but you have no proof you didn't cause it and you have no proof it could easily happen again as this is not something broadcasted all over the web in terms of screens cracking on their own. Good luck.

Did you read the agreement you agreed to when you opend the box? "Fitness for any particular purpose" is expressly excluded.

Also, it does not matter whether YOU caused the issue.

Apple only covers faults that Apple caused, and their policy is that breakage of displays (for any reason, including "just because") is not a covered fault.

Same problem. I bought new Mac Pro 2019. My laptop is 99% time at home and after 14 days i recognized 2 small crack on lower screen chin bar. No hit, no fall - carry like diamant (new machine, you sure know).

Servis canceled repair on warranty. Im rly sad about quallity of this PC - last mac pro 2015 was after 4 years service in 99% condittion and now - new machine is pice of crap and I am really sceary about traveling with my PC.

And after 1 month . first repolace of keyboard :-D . new 2019 keyboard is same problem like olders.

My recommendation - Do not buy any Macbook from new generation.

Apple shame on you!!