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

Reply
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


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 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... 😟

User uploaded file

Mar 1, 2018 3:26 PM in response to drtimothy

Well I don't know what to say, I too have an issue with the screen without any damage I only used it for 3 days and been very gentle to it. However the next morning it was like this. And nothing got in between screen and kbd and no force has been applied to.

I will take it to the apple shop. Let's see what they will charge me for 17 Mac book Pro touch LCD.

Mar 2, 2018 5:49 AM in response to cfromsaxondale

That's surprising and sad on the 2015. If I look at my old 2015 given to my spouse next to the 2016, the display appears held together much better from 2015. I just submitted to Apple Feedback that I've had to trade in their product, instead of live in fear, for a 2015. I'm referencing 15" MacBook Pro's in both years. The 2016 was decked out and I'm going to the base model. So sad.

Mar 12, 2018 1:21 PM in response to drtimothy

having the exact same issue as everyone else. i'm pretty sure either a bobby pin or an envelope is what caused my screen to crack. i'm so careful with this computer and same deal -- i thought perhaps there was a bit of dust on my screen and then realized it was cracked. ugh. this laptop is brand new. i don't even understand how it could break so easily, nor is it clear what could have caused the screen to fracture .. a bobby pin? really?! i can't believe that so many others have experienced this exact same issue. very disappointing. so are these new macbooks just cheap or what? they have to offer a repair program soon, this is a joke.

Mar 16, 2018 5:49 PM in response to BobTheFisherman

Hello BobTheFisherman.


If I placed two pieces of paper attached with a staple (my computer science midterm) inside my MacBook Pro and it caused very small hairline crack causing flickering colored vertical lines on the right side of my display, do you think it is worth fighting Apple customer service for a free display replacement? They cannot possibly say this was accidental damage since I had the old Macbook Pro (2012) and I used to put my paper exams in there all the time.

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 23, 2018 9:43 PM in response to BobTheFisherman

Dear BobTheFirsherman,

If I don't leave my keyboard cover on, living as I do in Mumbai currently with near 100% humidity at times, and smog that won't let you see the sun until the weekend, the keyboard will start to cake dust, no matter how much I try to keep it clean. My MacBook Pro is only 3 months old and I've had the keyboard cover on for about 2, my screen has started to show the same signs as my previous one did after 3 years of use (which incidentally never had a keyboard cover touch it); which is, colorful lines at starting or waking. So, your response is that I should take out the cover? So be it. Don't blame me if I take it in for changing the keyboard in 6 months.


Second, this is a 'laptop.' By definition, I should be able to work with it on my lap. But lo and behold, if I rest my wrists on the MacBook, all kinds of things happen, including but not limited to, hot corners being activated and the cursor moving to some random point. This is the not quality I expected to receive for $2,000+ and least of all from Apple!


Thanks.

VS.

Apr 26, 2018 12:52 AM in response to drtimothy

I can't believe so many of us have the same problem. I got mine a month ago and even got applecare. I brought it back to Apple today and they insisted that I have to pay to have it fixed. I am furious about this as I have been quite gentle with my macbook and why do I have to pay for repairing because of cheap materials being used for an expensive laptop!!

Jun 12, 2018 2:22 AM in response to drtimothy

I have same problem as well. And I don't know where this crack coming from. I have treated my MacBook Pro gently and have never seen anything in between when I was closing the screen. After I found this forum I am kind of sure something is wrong with the material. I think apple should do something to reimburse the cost of this problem. It cost about $800 which is a lot. Plus, who can guarantee that something is not happening to the new screen? The other day I was talking to an apple specialist online and they were trying to convince me that this thing happen because something was in between while it wasn't anything.

Jun 25, 2018 6:12 PM in response to vivek95

Haha, how do you know that all of them didn't? Did Apple update you about all the shipments that have cracked? These hypotheticals go in circles. A common theme is that these machines are placed in backpacks/bags/purses, all of which introduce so many more variables that can either be confirmed or denied with proof. Did something push on the backpack? Did the bag get dropped? Did something hit the purse? The only surefire way to produce evidence that this occurs because of opening and closing is to film a video in a controlled environment where all you do is open and close the MacBook and not move it.


Its like the many people who have phones that they put in the pocket, and lean over an edge of a table with their weight and crack their screen then freak out about it. Well, the device is glass and metal, metal does bend and glass does crack-- but if all you remember is putting it in your pocket and taking it out and discover that it's bent, then there's obviously some missing info. The outcome of the matter is that there was force inflicted on an area to cause glass to crack or metal to bend that doesn't spontaneously occur with out input from some sort of power.


Sorry that this happens to you, but this is the nature of all thin glass spread over a surface greater than 1x1.

Jul 22, 2018 12:35 AM in response to btarhini

Apple seems not to care about this situation since they have not bothered to reply to any comment in this related to this issue and its been over a month. They need to be held responsible for their bad new MacBook Pro that's every one are having a problem with its fragile screen.

Keep ignoring and will keep posting and venting our frustration on social media until you find a proper solution to protect our investment and loss. You are loosing customers if you take no action and decide to ignore.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Cracked screen MacBook Pro with Touch Bar

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.