Cracked screen MacBook Pro with Touch Bar

This MacBook seems to have a weak point to say at least (maybe better design failure).

At its rotating point on one side there is a very sharp hard metal corner and on the other side a fragile, somewhat flexible glass screen.

In use or during traveling the chance is real that these touch eachother.

Refer also to: https://www.youtube.com/watch?v=Jh-ZL1p9eX0

So they won't replace my screen. Wasted my time driving 45 minutes to the Apple store for the second time. Only wen't because the person I talked to from Apple seemed sympathetic of the situation and had me thinking I could get it replaced . Should have bought the previous years model. Stay away from the new macbooks they are obviously going downhill in quality for the screens to be as delicate as a eggshell. We currently have a 2015 15" macbook pro, iphone 7+, and Iphone 8 , newer Ipad and now this 11 day old 13" macbook pro with a cracked screen.

Apple is no longer my favorite. Yesterday I got lines from top to bottom of screen. Disappeared after an hour. Today. Used the 40 days old 5000 usd computer. Closed lid. Got coffee. Opened lid and lines there again and an iinch long hair in the middle just above the MacBook name plate. Used finger to remove. But no. It was stuck inside! No it wasn’t and now it grow longer and soon across all screen!! A crack. My MacBook is gently handled and in top of all. I’m now in Thailand. Next week iceland. All work locked away and have to pay usd 1200 for a new screen. MY FAULT they say!! So no no no not me. !!!! I think screen is faulty mounted inside and something causes the glass to crack by itself.

My Mac has zero damages. Apple. You suck. I will NEVER buy another product with this bad quality backed by a company that for sure does nothing not live up to its name. I’m better off with a crappy and working Chinese computer from now on.

Sitting waiting 8 days acrosss the world and can do no work. Just a waste of money and time. I wished I had bought a cromebook. I could just buy a new and continue working. No I can do NOTHING! Thanks Apple.

I was just cleaning my 2017 MacBook Pro with Touch Bar, and I am extremely angry. When I got this MB two months ago I was afraid this was going to happen because it looked so delicate in comparison to my old 2012 MacBook Pro. So whilst very lightly cleaning my macbook the black frame cracked! Ive had trouble with the butterfly keys, where some would just get stuck for a couple of days but I didn't go to the apple retailer where I bought this 2,200€ laptop at the time. Since I don't have apple care or anything the apple retailer probably won't fix my macbook screen and just blame the crack on me. I am not sure what to do here...

This literally happened to me. Cleaning my MacBook as I have done for so many years and it cracked exactly in the same spot as yours. Unbelievable fragile. What was the feedback from apple after you send it back? Thanks in advance.

Call Apple directly, the customer support. Don't even worry about stopping in the store, they won't help you there. Be persistent on the phone and mention all these cases on this forum and how you've had previous MB and never had issues.

Apple wanted spare parts sent to them to double-check. However, the authorized Apple service partner in Thailand could not give them to me so I'm left with paying $1200 to Apple's well-filled chest of money. Horrible, and I'll try to talk to them when back in Europe, but presume chances are 0% to get this right. However, Apple service here took TWO days only, fantastic service I must say. But you pay for it...

YES- the MBP is refined to perfection and so delicate, you cannot use it as a laptop and travel the world in business as I do. It's a jewel that is best kept unused on the desk back home.

And NO - the next laptop will probably not be an Apple. I love it, but it's just too fragile and I'm better off with a MS Surface Pro, I think. Apple is failing its users. Wonderful products on "paper", but too many bugs and untested tech in the real world. Strange as they have a ton of cash and tons of people, yet they make more bugs than most companies with tiny resources. Strange.

There has been a lot of follow up posts to this issue. It looks as though there are clusters of reports around 2016/2017 MacBook Pro screens cracking in similar places. Some below the screen and some directly on it.

In my case, a crack appeared spontaneously in the middle towards the lower third of the display after 20 days and I was told nobody has had this issue. It would be useful to conduct a poll.

I did not realise so many people carried documents inside their laptops. Either way, the previous screens of all my previous MacBooks were very resilient to many years out and about with constantly daily abuse. I still have a pristine MacBook Air late 2012. Now I would be very scared to so much as clean the screen of the new MacBook Pro 2017 Touchbar. My suspicion is that there has been a bad batch of screens put out in these models which may have been rectified but Apple has yet to acknowledge

Yes, it would be a good idea. In my case; I do NOT put pappers in the laptop. My crack happened in the same place, but no cracks on the outer materials - only the lcd panel inside the screen cracked in the same place as everyone's else. I also got a 1px black line to start with from top to bottom across the screen initiating from the MacBook Pro logo. then it extended to 2, .. .10 and then the crack appeared spontaneously inside the screen and screen was useless.

I'm 100% sure that this comes from a construction problem or faulty components causing stress on the lcd glass panel and thus it breaks.

This appears to be an inherent problem. The laptop is not fit for purpose. Many people are having issues with this and the standard response is "accidental damage is not covered". There is no damage to the screen of any kind, but the third layer is damaged. So how does this happen? I cannot accept 'accidental damage'. I think everyone needs to complain and not accept this. It's a 'cop out' as far as I am concerned. Everyone needs to complain and not accept this. They can sideline single complaints but there needs to be a tipping point before they take notice. Can anyone who is IT literate setup a blog page where everyone that has a problem can post. We need a critical mass.

Thanks

Agree totally. I'm running an Apple centric company and family, always so happy with Apple, but this MacBook Pro 2017 is sub-standard. Not only the screen is so delicate it breaks just by looking at it - but ALSO - they keyboard is extremely sensitive to dust and other particles! No other keyboard is so sensitive and I'm pretty sure I have to return for service on this keyboard as particles send to come beside the keys and stop them from working. Same problem on the MacBook keyboard. Apple NEEDS to look into these issues as they're going to damage the reputation and for sure I will think twice before buying any apple product with screens and keyboard in the future...

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).

I have the exactly same problem with my MacBook Pro 13' with TouchBar which I bought it in February 2017. I just was cleaning the bottom of the display very softly with a small microfiber cloth from Apple and then it just broke spontaneously.

I visited an Apple Store, they just told me it was "my fault", "an accident" and it is not included in the warranty. I would say this os not fair, you pay so much money for a product an the customer service is not even interested to help your problem, they just want 520€ for repair. My old MacBook Pro from Mid 2012 never had any problems like these ones.

When I see many other people have the same problem like me I'm sure it is a quality problem of the MacBook Pro series...

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

Just had Apple service rep tell me the glass is not broken but screen sustained some kind of impact, Cost 0ver $1000 with tax.Applecare doesn’t cover. Frustrated as i haven’t taken the laptop anywhere,it is Sitting at home on table.They say I must have pushed on the screen. Not a happy Apple client anymore. This is too much for what Must be an extremely fragile device!