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

Dec 14, 2017 3:48 AM in response to drtimothy

Completely my fault (I put paperwork between the screen and keyboard and closed), I too have a crack on the edge of the black bit of "MacBook Pro".


User uploaded file


Not a great solution for something so expensive, but as it's not interfering with the screen itself I'd prefer to just cover it up but I don't know what to search for? Anyone know what to call it? Like a screen decal (decal being those silhouette stickers on the back) or something?


Thanks in advance.

Jan 11, 2018 5:15 PM in response to Grant Bennet-Alder

​Hey,

I took partial blame. Being a lifelong student, I've done that with my windows computers and never had an issue. Windows computers have a protective/bulkier edge around the screen which prevents anything being stuck between the keyboard and LCD from breaking the screen. They might need to put those warnings on, so idiots like me don't do it. It took me 2 tries to narrow down the problem. As you can see, there are a lot of other people who are experiencing this crack screen issue.

Jan 12, 2018 7:57 AM in response to Andrea.p93

I paid 539 euro at the Brussels Apple Store for changing the screen... there should not be such a price difference... Make sure they don't overcharge you

I am thouroughly disgusted... never had such a problem on one of my computers and -seeing all these testimonies- i am shocked that they had the guts to tell me it was not a systemic problem - and that i was pathetic for complaining...

Good luck !

Jan 12, 2018 8:11 AM in response to FitnessGuy21108

Hello,

Thank you so much for your response. V helpful. Sorry to hear yours has broken again!! I can't believe how fragile it is.


I am going into see them on Monday. I didn't have anything in between the screen, so I'm completely confused as to how it happened. My screen is not affected, it is more the plastic beside the Mac book pro sign.


Its a nuisance, because they will probably say its accidental damage, when there was nothing there for it to be an accident. I don't want to waste my time or theres if there just going to say this. Going to have to fight my corner

Jan 17, 2018 2:05 PM in response to drtimothy

I have had the same issue with my daughters computer that she bought in August 2017. Screen cracked by hinges and we took it to the Best Buy where we had purchased. Geek Squad determined it was caused by user negligence, which we argued that it wasn't. They said there was no warranty from Apple and that replacement would cost $1016.30. We approved the repair as it wasn't any good without it. So now the cost for this computer is at $3364. 4 weeks later, the same cracks appear. Called Apple support and after a 45 minute call, they agreed to send a box to ship and they would look into it. 3 days after I shipped it, they returned it to me fixed for no charge. I contacted Best Buy questioning why I paid for it the first time and if there was anyway to prevent this from happening again.


This is the 3rd MacBook our family has owned and I didn't have a single issue with the first two. I am disappointed with this computer so far and I have learned my lesson about Best Buy.


This was the response from the local Geek Squad from Best Buy:


I am sorry to hear about your concern with our repair at Geek Squad. I have taken the liberty to leverage my relationship with apple and have determined why this was covered by apple under no cost to you, for the second repair. When looking into both your service repair from Geek Squad and Apple, Apple classified it as a "repeat service" for their coverage type, which allowed you to not have any cost passed on to you. On 11/9/2017 is when Diagnostics and parts were ordered for your repair through Apple (Geek Squad ordered the parts through Apple based on their diagnostics and VMI). This ad hearse to there Standard Operating Procedures, and all parts were ordered and charges assessed to you based on their Visual Mechanical Inspection. On 12/13/2017, your second repair with apple was covered due to the initial repair by Geek Squad. This was placed in "repeat service" by Apple, so no further charges were passed on to you as the customer. If you have any further questions, please feel free to reach back out to me. Have a great day.

Feb 24, 2018 3:00 PM in response to Grant Bennet-Alder

Hi Grant,


Thank you for your reply.


I am in contact with Apple. They state it is accidental damage.


Second issue is that it happened to me after 8 days. Apple says you can have your money back (minus repair costs) but you have to go to the shop where you bought it. This is a Apple premium reseller, who does not have these nice refund conditions.


I found 60+ similar cases within 3 hours internet searching and will have a meeting with the owner of the Apple premium reseller next week. This was arranged by Apple, so that was good.


I have super experience with my macbook pro 2015, travel a lot an never had any issues.


Just was curious what an experienced apple user like you thinks about putting a sheet of paper between the keyboard and the screen when closing the macbook (avoid fouling prints of keys on screen) and what your opinion is between the two designs.


I will feedback to Apple and hope they do something with it.


Now I am at spending 3000+ Euro for an unreliable macbook pro.


Thanks anyhow.


Mark

Mar 16, 2018 4:03 PM in response to stanleysharpe

Why would you be surprised that a bobby pin between the keyboard and display would break the display. There is nothing surprising about it. Do not use palm rest or keycap covers on a MacBook Pro with Retina display - Apple Support

"Leaving any material on the top case (keyboard and palm rest area) could result in damage to the display when you close it."

Mar 18, 2018 2:46 AM in response to drtimothy

So update on my repair,

I took it to the shop and explained that the was to phisical damage to it or any scratches to indicate any accidental damage. I didn't put anything in between the screen and kbd. They took it in and replaced it for free.


I probably got lucky with it. But I'm afraid to use the laptop. If it cracked for no reason.

If this thread gets more people in then they might start paying attention. But for all of us who donated money for faulty screens is unacceptable.

I wish you ask good luck..

Apr 29, 2018 12:48 PM in response to drtimothy

I had the same problem last week, with a sudden crack right under the display where it says MacBook Pro which appeared when I cleaned it with a cloth. Took it to the Genius Bar, and they repaired it under warranty. The fact that they worsened the crack during their inspection might have something to do with that, but I would urge people dealing with this problem to insist that it is convered under warranty. A shame that such an expensive device is so fragile

May 28, 2018 4:53 AM in response to drtimothy

Dear, i faced the same issue with macbook pro 15" within 4 days of purchase and mine was kept in the same box of Apple, but didnt recvd any valid reasoning from Apple care team, stating it's a pressure damage, i requested them to share Test reports as how much pressure lid can bear, as mine didnt had any dent / damage / fall / zero scratch . i paid $939 for screen repair, but failed to receive any answer from Apple, very pathetic behavior of them.

Case ID : 100300694737 - Macbook Pro 2017


User uploaded file

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.