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 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

Oct 4, 2021 1:13 AM in response to mizarfromsurabaya

I went to the apple store again because my earpods died and they failed to contact me that the replacements were in. My iphone screen turns black randomly and my apple watch is stuck to 4 gigs for songs, while there I talked to the manager about fixing the screen and I mentioned this forum. He could not find the "crack" in my screen even after two of them pressed on screen for minutes, he was aggressive and short with me, and when I laughed and used colorful metaphors in a completely nonaggressive manner describing my luck (three devices acting up) he immediately threatened to kick me from the store (I just ignored that because of how crazy it was). So then he basically he said they make us pay for the extended warranty for these laptops to make us take responsibility, he said no managers will replace them, and he said apple does not care about this forum. Needless to say I am 100% no longer an apple person. My current job wants me to use the camera, but I can't because if I open the screen it blocks my working monitor and it messes up the mirror desktop option randomly.

Nov 22, 2021 6:06 PM in response to Grant Bennet-Alder

I’m sorry, but all of my past Mac Book Pros have survived much rougher handling with NO PROBLEMS. I did not see Apple state in any way: This is now so delicate that “it’s not actually meant to be portable at all anymore” after the new design upgrades. I bought from Apple again based on past experience of a durable solid product, and to have it suddenly switcherooed to a delicate flower that can’t withstand extremely light use (I open, I close it goes from desk to drawer: that is how rough it has been handled) is NOT to be expected on my part and to have to buy an expensive warranty plan (which I’ve never had to use in the past) is insulting to repeat customers. I still have two functioning mBPs from 2011 and 2015 and i’m sure my 2005 is still bopping along just fine somewhere. Apple has lost my faith and as many others have stated, chasing design over functionality has ruined the brand. So disappointed.

Nov 25, 2021 12:12 AM in response to Grant Bennet-Alder

Agree totally! My new 2020 macbook pro m1 13 inch cracked after only 3 months use... never moved from the desk...opened one morning crack on right side... it never happened to any of my laptops in over 28 years 6 of them were macs! For now my local dealer sealed the crack with black glue and we now use it as a desktop, luckily our 2017 macbook air 13 inch no cracks is what we bring with us when I go to the university or travel. But soon enough we will have to purchase another laptop not sure what to do, if mac has this problem then I guess we have to move to a window based computer. So disappointed.

Jun 26, 2017 1:05 PM in response to drtimothy

I have never heard of a display spontaneously breaking. I suspect that something accidentally caused it to break. Once again, I'm sorry to hear that you have this problem. Maybe take it to an Apple store for assessment for possible cause of the breakage. If they determine the damage was cause by faulty material the repair will likely be covered by warranty. There is nothing we users can do about the damage or the warranty coverage.

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Cracked screen MacBook Pro with Touch Bar

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