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


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 1, 2017 6:28 AM in response to DEFii

The above posts appear to show a crack beginning from the edge of the screen - my screen crack spontaneously appeared a little further up from the bottom after 20 days of use.


I was using it all morning for work, I was working remotely so it did not leave my desk. When I returned back from lunch and woke the MacBook from sleep, the following crack was showing and I took a photo immediately. (btw I live alone)


Macbook Pro Screen Issue - Google Photos


Apple said they have never seen this issue, that it was impossible for this kind of damage unless the screen had been hit or dropped and charged me almost £500 to repair it which I had no choice but to cough up.


I presume acknowledging such a fault would open the flood gates to complaints and there is no good way to discern between genuine issues and accidental damage.


Needless to say, I am not happy at all. There are no visible marks anywhere else on the mac, no sign of impact.


Once I picked the MacBook up from repair, the lid made a cracking noise when it opened and closed and a usb-c port loses connection if the cable is lifted gently. 😟

Dec 28, 2017 11:33 AM in response to Rosymamo

I too have had the same problem on my 15" MacBook Pro with Touch Bar. The problem for me appears in the metal strip along the bottom of the screen, at the far left. No cracks appear in the glass itself. I was using the machine in bed for a couple of hours, closed the lid, and when I came back an hour later and reopened it, the crack was there. On top of that, the entire screen became permanently black, rendering the computer unusable.


When I had closed the lid, nothing was trapped between the top and the lid, and no crack-sound took place either. When I took the machine in for repair at the Apple Store, they denied it was a manufacturer's defect, and would not apply the warranty, which means I must shell out €745 to replace the screen.


To them it appears like external damage, which can only be caused by the user. They are not willing at this point to consider that the screen design is not robust enough for normal laptop use. I can only hope that Apple will eventually admit that there is a problem with the manufacture of the product, and to be reimbursed at a later date for the repair.


Very disappointed to have to go through this with such an expensive high-end machine!


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Feb 14, 2018 10:18 AM in response to logiteh26

This is a User-to-User support forum. If other users can not help you think of a fix, No further help will is likely to be forthcoming using this medium. There are no standard mechanisms for escalating problems to Apple support from here, and Apple support does NOT monitor these forums looking for trends and outstanding issues. No one here is authorized to speak for Apple unless their Avatar identifies them as an Apple employee.


DO NOT "wait for Apple to provide a fix". Unless and until a large number of users present their issues through standard problem-reporting channels, Apple does not know there is a problem, and is NOT working on a fix. Being selfish is the best policy, getting yours fixed helps everyone.


If advice supplied here does not provide resolution, You must take additional steps to resolve your issues. Contact Apple support directly through one of these methods:


• contact telephone support (free for 90 days with a new Mac, of for three years with AppleCare purchase)

• make an appointment at the genius bar at an Apple-owned store for hardware evaluation and advice (free anytime, but after five years parts may no longer be available).

• initiate an Online chat

• Visit an Apple Authorized Service Provider (there may be an "evaluation fee", but if they perform any service for a fee, ask for a rebate of the evaluation fee).

Mar 1, 2018 7:59 PM in response to drtimothy

I have two Macbook pros and it happened to both of them on the same spot! One is a 13 inch no touchbar and the other is a 15 inch with touchbar! The Gennie was very rude and tried to blame me, he said that I probably placed something inside and broke it. I told him that it was impossible because Im extra careful and it happened to both of my macbook pros and he was very rude saying that it could be a possibility and that he wasn’t gonna keep on going back and forth with me. The only good thing that I can say is that he managed to replaced both screens for free. It is still my worst Apple experience because i know it was quality control and he tried to blame me.

Jul 16, 2018 11:55 PM in response to drtimothy

I didn’t realize until I took my MBP 15.4 with a broken screen to Genius Bar a few days ago that I have only AppleCare protection plan (not AppleCarePlus). AppleCare+ was not available before June 2017 but I bought my computer in Dec 2016 so no Apple Care Plus was available at the time. The Technician informed me that the cost for a screen replacement would be $860 Instead of only $99 had I have an AppleCare plus protection.


This almost $4000 laptop is is now a complete crap with myriads of other problems including short battery life, stuck keyboard, malfunctioning charge port and loud noise ( although these problems can be covered until the AppleCare protection free of charge). I am quite upset because a crack developed on the edge of the screen when I tried to clean dirt on the screen and I know I took very good care of when cleaning it but this less than an inch hairline crack got extended to the entire screen overtime within a day or two. I visited two Apple centers spread over a few days to contest free replacement of the screen based on product fault of their fragile product to no avail. I later contacted AppleCare support phone line (which was recommended by the Genius Bar guys if I want to still explore the possibility of free replacement under warranty) and having spoken to a senior advisor to see if I could upgrade AppleCare to AppleCare Plus through retrograde upgrade it was denied which was an utter disappointment.


I own three iPhones, three iPads, two iWatches, and one MBP, and Apple has just lost their two decade long loyal customer because of this crappy experience with the crappy laptop I ended up buying without realizing it (I believe Samsung makes a far better laptop (which I had before I owned the current MBP))…


Do not buy this product without any means of insurance or accidental damage protection for screen damage, because Apple will not cover it without making you to pay an arm and a leg, but purchase one from another reliable brands like Samsung...



Jul 25, 2018 6:25 AM in response to drtimothy

I‘ve found the solution !!


For those of you who cannot seem to get the display replaced without paying $650 to apple, a friend of mine was able to fix it using $30 including fixing charges.


A1708 Lcd Screen bezel front logo glass cover For Macbook pro retina 13'' 2017 | eBay


You can find the bottom display glass for less than $20 on eBay and ask someone to replace it for you for around 10 bucks which is miles better than paying $650.

Jul 31, 2018 12:10 AM in response to btarhini

Of course, it's nice when something physically breaks and you can blame it on the build quality, not the person putting stuff into it or dropping it lol. C'mon people, do you all know that this is glass we're talking about? Glass breaks if you drop it, or tap it with something hard, or put pressure on it. This is a normal thing of life the people should realize. It isn't indestructible lol. Take responsibility for breaking your stuff-- its not the computer's fault that you started to close the screen upon something that wasn't supposed to be closed on. It's like the iPhones and Samsung phones crack when people drop them, saying, "They should've made it stronger." --maybe you shouldn't have dropped it, or in this case, you shouldn't have put things into it.


Same with MacBooks. So you drop your computer that comprises of bendable metal and glass-- something that isn't made to be dropped-- yeah, it's probably going to break. Or you can spend the same fortune on a Panasonic Toughbook, something that is military spec and made to be dropped. Chances are that you'll pick the MacBook over the Toughbook because you don't want to be carrying around a large cement brick.Apple does offer AppleCare+ which people should get if they're worried about dropping their laptops. If you didn't get it, it's not that's not their fault. Showing 1000 units out of 4 million units produced doesn't indicate that there's a problem with the laptop, but rather more of a different story.

Aug 13, 2018 2:50 AM in response to drtimothy

I purchased in dec 2016 and after 3 weeks I saw crack I used it very careful. I had fight with store and apple but luckily i got replacement after 4 months due to store mistake. Also after replacement, after 10 months I see another crack that due to my daughter mistake but they make it very **** quality. I need macbook for work but now I am using air and new macbook pro with crack. I am ready to pay money but it has to be durable I don't need true tone there it useless feature for me. Now i am afraid to fix coz it can crack again easily and afraid to purchase new one. Thanks to Apple they will loose them loyal customer like this.

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Cracked screen MacBook Pro with Touch Bar

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