Cracked screen MacBook Pro with Touch Bar

"Two and a half years later, and I had the same thing happen to me"

"He informed me, "No, The screen is cracked, and it is 'accidental damage' and AppleCare will not cover it. "

" I did nothing to crack this screen. "

The fact that it took 2-1/2 years for the crack to appear suggests that it was 100% the fault of the user.

I've now had to pay £625 to replace my entire top case because of the small crack on the cowling which is not even part of the screen, it is plastic. Terrible customer service from both in store and online staff, I have been sent in circles by Apple from every avenue possible.

The laptop is 3 months old, it is safe to say I will be selling it as soon as it is repaired. I am not willing to keep a £2500 device that can so easily be damaged from normal usage and each time expected to pay £625 because it is always 'accidental damage' with no other possible reason for it happening.

Sorry guys but I would advice that you take out your own insurance or Apple Care as these devices are not trustworthy.

Thanks for the clarification although your post I quoted could've been worded to say, "After 2-1/2 years since this start of this thread..."

Nonetheless my response still applies because physical damage is not covered under warranty unless the consumer has AppleCare Plus.

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! 🎄 🎚

Well if you bought Applecare Plus then your Mac is covered under accidental damage. If Apple refused your repair then it fell under catastrophic damage. Ignoring you snark response I will say that I have been a dedicated Mac user for the past 25 years.

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.

I have been an Apple ONLY user since 1983 when my boss and owner of Quark gave me my first Mac Plus. I was the ninth employee ever hired to work there. It had no internal hard drive, but back then, Quark made hard drives... and I had the top of the line 40Mb hard drive to attach to my Mac Plus. The Genius at the store did not call my damage catastrophic. He called it accidental. And maybe he made a mistake by his terminology, but he examined my computer and agreed that it is in pristine condition. I own it, and I use it, and I know it has never had even one moment of abuse. And THAT is what I am certain of. I am beginning to be very sorry I commented here, because a simple comment only meaning to be supportive to the poster of the original comment two and a half years ago lets me know that everyone here considers himself an expert on how things work at Apple. I can only speak for my own experience, and my computer is covered under Apple Care Plus for another year, and Apple says it has "accidental" damage. Like I said, I wasn't even taking it in for that problem. The Genius guy told me that is what this extra problem was, and then I googled it and found out that I am not the only one who feels Apple has taken advantage of the situation.

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.

"I have been an Apple ONLY user since 1983 when my boss and owner of Quark gave me my first Mac Plus. I was the ninth employee ever hired to work there. "

I am not making this into a contest of who's been an Apple user longer than whom. I responded stating how long I've been a dedicated Mac user because you uniformly stated that you've been a Mac user since before I was born. Wrong. And let's keep this on a non-personal level, and without the use of caps. I have no issue with my vision.

The only time Apple will not allow the use of the AppleCare Plus (outside of catastrophic damage) is if they consider the damage to be "cosmetic" and at that point they may not cover it. If they didn't cover your cracked screen under the AppleCare Plus then that's why.

“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.

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.

<<The defect I am referring to is that the screen breaks so easily. >>

Apple is not interested in debating that with you. They say it is not a defect, and that such damage is not covered by their defects warranty.

If they say it is not a defect, only a court of competent jurisdiction can say otherwise, and tell them to pay up.

The screen doesn’t break so easily that all you have you to is touch it. You’re greatly exaggerating. I clean my screens weekly with light to medium pressure with a lightly moistened microfiber cloth which is normal and I have never experienced a crack. At this point ranting here is not going to help. You’ll have to deal with Apple’s cost or repair the screen yourself.

Thank you so much for your insightful thoughts and opinions but none of it changes the reality of what happened to me. I appreciate your concern and would like to put this to bed now. Thank you and have a good night!

This just happened to my friend yesterday! She has the 2018 MacBook Pro. Does anyone have this problem with their MacBook Pro 2019? I'm debating if it's worth keeping at the moment because the glass screen seems so fragile.. Thanks!