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

Nov 6, 2018 6:22 PM in response to drtimothy

My wife has the exact same problem. She is so super sensitive about her macbook pro, that she can't even stand to have finger prints or dust on her screen. I bought it for her as a birthday gift. The first issue happened not even a month after getting it. The battery stopped working and wouldn't hold a charge. Thankfully, they replaced the mac. Why even bring this up? Because, after doing some searching, it seems to me that Apple still has lots of design and quality issues and they are just ignoring them.


Her screen cracked at about the 11th month point. It felt a little like the crack was poking out and not in and so I took it to the Genius Bar. They told me that this was caused by closing the lid on something, that it wasn't covered and it would cost $680 to fix it. I told them that this was NOT caused by the lid closing on something as I know my wife is almost OCD with her macbook pro. I did not pay to have it replaced and it has now been almost a year later.


As a test engineer, I have looked at the crack to see what might have caused it. I noticed that if I close the lid and pick up the macbook pro by the hinge side, palm underneath and thumb on top, that I could feel the lid flex under my thumb. My hypothesis is that this might be enough pressure to crack the screen. It also seems to me that if these cracks everyone is experiencing was caused by closing the lid on something, then why does the crack always seem to be in the same location and not more random locations?


I can't believe that after all this time and all these complaints, that Apple is not looking into this more seriously. Well, I guess I can believe it as it is probably too small of a number of complaints for them to even care about. If anything, they should be concern with what seems to be a design flaw and fix it.

Jan 16, 2019 11:51 AM in response to hawaiibrotha

Hi , I have just repaired my MacPro 15 from 2018 with a very similar problem. The outside screen glass was ok but the display itself cracked due to small pressure of my thumbs when lifting it a bit by same place yours cracked. Result is a bill of 875 Euros!!


For this money one can buy a brand new windows computer! It is not the same machine but at least it doesn't crack like this one.


Meanwhile I was inspecting MacPro older versions and they look like war machines compare to this one. One of them suffer a fall down to concrete flour and only have small scratch on the thick aluminium case.


Be very careful with this machines , it must be treated like a very young Baby other wise you have to buy two or three of them in spare parts.



Mar 7, 2019 8:42 AM in response to Morph1996

The facts are your device is out of the warranty period. So you have maybe some recourse. If you purchased your macbook with a credit card, does the card have a loss damage of theft policy that covers purchases? My credit card did so I got my repair done and the cost was reimbursed. OTHERWISE mark it up as a loss and hope Apple reverses its stance. It's a tough pill to swallow but the chance is there as the fragile screen issue is a flaw,in my opinion.

Mar 18, 2019 12:42 PM in response to DPJ

I think at some point in 2018, they must have replaced the glass strip in production models with a metal strip.


These reports have been trickling in since 2016 when the very tight tolerance between display and top-case design with the bottom glass bezel was introduced.


Unhelpfully for Users, Apple decided at the same time to strongly reduce the number of field-replacable assemblies, combining the entire display assembly with aluminum back and hinges into ONE part, and eliminating all sub-assemblies.

Sep 4, 2019 12:37 AM in response to DPJ

It is a defect. I spoke with a rep. There is a light panel between the top lid (metal covering) of the computer and the glass that was affected which makes it appear as if the glass is broken when in reality it the light panel between glass and lid. The damage was not caused by something put between the top of the laptop and keys. Never happened on the sturdiness of former laptops. It appears the thinness of the new laptops do not have the sturdiness of former MacBook Pro laptops. No warrantee or Apple Care covers this defect.

Sep 4, 2019 3:33 PM in response to DPJ

To DPJ

You probably have an older model. However, newly purchased Macbook Pro 2017 without touch bar laptop is what I have experienced and what I am reading on the web. Pressure from the outside of the laptop causes a light panel (don’t know proper name) to break, not the glass screen. This panel is found between the glass screen and ultra thin lid of the laptop. The screen appears to be shattered but it is NOT! Apple is charging for repair and WARRANTEE nor APPLE CARE covers it. Maybe if enough people have the same issue, they will change their policy and cover cost. Hope you can understand this information.

Nov 14, 2019 11:22 AM in response to Tom446

I have two 15inch MacBook Pros, one for work use and one for personal use – you can see what happened to my personal laptop in my previous posts, but in short a crack appeared across the strip where it says MacBook Pro.


I use both laptops exactly the same one has the issue one does not. Neither has had any trauma, drop, anything sandwiched between it. Regardless of what anyone says like many others on here, I did not cause this damage to my personal laptop.


I am a Designer therefore I have had many Apple products and particulary Macbook Pro's. I have never experienced anything like this it is bizarre and very disappointing.


THERE IS NO POINT IN CONTACTING APPLE:

  1. In Store - They are programmed to say that this is a crack and it is accidental damage - Dead end.
  2. Online – They have no power to help you, especially if you purchased the MacBook from one of their stores or another outlet.


I have also contacted 'Resolver' an online tool for complaints and claims. I was contacted by Apple here and told to contact the store that I purchased the laptop from – Going around in circles, the store would not help me as above.


I was told by Apple Liverpool and Apple Birmingham that I should contact the Retail Ombudsman if I am not happy – I contacted them and this is not an option as Apple are not part of their system - Dead end once again, and also told wrong information.


My insurers can easily cover the repair but I am not happy to do this, I have lost confidence in the product and Apple. I would rather return the laptop for a refund but as you can see above there are not many options if any at all.


Just wanted to further share my experience...

Dec 23, 2019 3:14 AM in response to drtimothy

I've now had to pay £625 to replace my entire top case because of the small crack on the cowling which is not even part of the screen, it is plastic. Terrible customer service from both in store and online staff, I have been sent in circles by Apple from every avenue possible.


The laptop is 3 months old, it is safe to say I will be selling it as soon as it is repaired. I am not willing to keep a £2500 device that can so easily be damaged from normal usage and each time expected to pay £625 because it is always 'accidental damage' with no other possible reason for it happening.


Sorry guys but I would advice that you take out your own insurance or Apple Care as these devices are not trustworthy.




Mar 10, 2020 12:03 PM in response to daniellnowak

Well whether or not you want to accept any responsibility for this crack is irrelevant. Apple will not repair this crack without charging you. If you don't want to spend any money on it you can also place a piece of electrical tape over the crack so it will not spread any further. There are some other options on the web that you can do to replace the cracked black strip but it takes a steady hand and it's risky.

Mar 10, 2020 12:46 PM in response to daniellnowak

“possible design flaw of the MacBook Pro. “


Looking through the entire thread these posts showing cracks are in various places. Some in the middle of the black strip where the MacBook Pro name is. Some to the far right of it. Some to the extreme left and some people showed pics of their screens with a long hairline crack clear across the screen. Not possible that this is a design flaw otherwise all of us that own these machines would be experiencing them and they would be in the exact same spot. I had 2016 MBP, a 2018 MBP and I’m currently using the 16” which I’ve had for 6 weeks. Never had a single issue with cracks.

Best of luck to you but you might want to realize some debris got in the middle of your screen and keyboard and cracked the screen upon closing. You may have missed it.

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.