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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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


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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.

810 replies

Apr 6, 2021 7:40 PM in response to Grant Bennet-Alder

My screen has two holes in it. I have repaired it as best I can. Any and all visits to the Genius Bar are the decision of the owner of the MBP.

No one has the right to try and dissuade anyone else from having an Apple store look at the damage and access the situation. I had a free consultation online with a tech and was able to send screen shots of the damage.

It is not user error, it is a design flaw.

You have no right to try and dissuade a customer from having their MBP looked at and evaluated.

Apr 7, 2021 1:31 AM in response to NicoletteBG

NicoletteBG. Hi there and thanks for your input, I hear what you're saying and I have the exact same problem of hundreds of other MBP users. As mentioned I will book mine in at a Genius Bar and see what comes of it. If you make it before me then please feedback into the forum. I'm compiling a case for apple, because an estimates several hundred repair fee sounds very concerning and extremely poor service. I have a great quality standards advicate here in the UK so I think we can all find a solution to this.

Apr 13, 2021 8:58 AM in response to mghali123

I bought it directly from Apple. And no, they did nothing to help me. At the time I was living where they had no Apple stores so I couldn't take it in. I didn't buy Apple Care and when I called they said all screen damage was assumed to be due to user error or abuse. They made me cry because it was so expensive and ended up as a paper weight after less than a month.

Apr 29, 2021 11:22 AM in response to tjord96

thank you tjord96!


i sent it for diagnosis two days ago and they just revert back few hours ago stated it will not be covered under warranty. i will follow your advice, will contact them again tomorrow. i can’t understand how can it be “physical damage” when the external device is in the perfect condition! the lcd cracked (internally) and even my screen was perfect!


it happen so quickly (i was doing my work as usual - i left my macbook for a while when i resume my work it’s already there!)


i spent MYR 7k for the device and they quoted me MYR 2740 for the repair! unbelievable, for my four-months brand new MBP! 😭

May 20, 2021 10:32 PM in response to Grant Bennet-Alder

I stand by what I said. Your suggestion of an electrical tape solution is absurd. The MBP is brand new, no extended warranty, and the screen has holes in it due to manufacturing defects. There are thousands of us with significant financial losses. You are a volunteer? Who asked you? Just because you are historically verbose does not make you right. Also YOU are not one of us who bought a new MBP only to have the screen crack or develop holes. My 4K, my opinion, you need to butt out.

May 20, 2021 10:53 PM in response to emmy_razali

Congratulations! I'm happy to hear that your repair was accomplished. It may depend on where you live, which store you are dealing with and the Apple employees, as you say, getting the entire story from beginning to end. I'm very glad that your outcome was a positive one.☺️ Other than the massive monetary loss I have endured with the new MBP, I like my Apple devices, especially my MBPs from earlier years. My 2012 is blemish free. Sturdy and never had a problem with anything but my outgrowing it's capabilities. Also I waited a long time for a larger screen only to have the satisfaction fade very quickly due to holes appearing in front of the hinges.

Jul 7, 2021 8:47 PM in response to drtimothy

Im also more than devastated, I just purchased mi macbook pro 16 inch fully customized and spend close to $5000 USD on this. I should say this is the worse MPB Apple has ever build. Its is much more noisy than previous models, and the it gets really really hot while connected to mi 4k external monitor.


I’m going to be really honest with you guys, I took care and treat this machine better my own wife, and yesterday I close the screen as usual and I ear the crack. The lower LCD bezel just crack and I didn't have any object over the keyboard.


I contact apple support, I manage to talk to a senior supervisor but they told me this will not be covered by the warranty. Now I will have to spend over $700 USD on the replacement.


I will try to fix this as soon as possible (as soon as I can get the money), and also will try to return this machine. I can’t believe all the money I have spent and the money I will lose, because I’m out of the returning period.


I am devastated, so tired of fighting with the pandemic, my economic situation could not be worse at this time and now I have to deal with this. This is the tool I use to provide for my family.


Apple, please listen to your customers like you did in the past, please take notice of all this issues and set a recall program for this machine, this is the most expensive unit you guys sell, and it should also be the most incredible one, but between the noise, heat, and delicate materials, this is now the worse model of your MBP lineup.


Thanks for listening.









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Cracked screen MacBook Pro with Touch Bar

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