Cracked screen MacBook Pro with Touch Bar

Hi Mark.

There is no formal process for escalating problems like this to Engineering. I continue to tell people here that the best way to help everybody is to be selfish, and takes steps to get your own problem solved.

The more people show them this issue, the more the Apple organization will begin to consider it a real problem. Apple employs nearly 1/8 million people worldwide. You should contact Apple and tell them what you think caused this problem on your computer.

There is also a product feedback page, where Apple accepts your feedback on its products. These suggestions DO get read, and forwarded to the appropriate people inside Apple, but you usually do not get a response.

Product Feedback - Apple

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I too have this issue with a recently purchased MacBook Pro and have received the same 'advice' from Genius Bar appointments. It's totally unsatisfactory. I have fed-back my concerns on the Product Feedback page as suggested, and agree the more customers that do this the better.

My daughter has just discovered the inside of her Macbook 2015 version is cracked and the pixels destroyed. She says she literally did nothing, just opened it and it was damaged. Being cynical, we assumed she dropped something on it, but you can clearly see the damage is not to the glass, but inside the screen. We’ve ordered her a new one at £1549, plus we’ve taken out Apple Care with accidental damage cover. I’ve just found these posts and realise that she is telling the truth. There are too many instances of the same thing happening for it to be a coincidence. This has left me fearful that the same thing will happen. We’ve bought ours through John Lewis in the UK who have extremely good aftercare, so trust they will do the right thing should this cracking occur. I will also leave feedback on the Apple site. The more people that do, the sooner they will be forced to act. I say ‘forced’ as they never seem willing to do the right thing. But why would they when they can charge extortionate prices for repairs whilst claiming things aren’t covered under guarantee?

Yes, the display is extremely fragile as a thin (1/8" thick) pad of paper broke my display. I did not see the pad, it was barely inserted in the path of closure (1/4") and the second I felt resistance the screen broke. There was no time to react and I did not close the unit forcefully.

I was actually able to continue using the display for about a month (minus a half inch of the display starting from the lower right corner in both the horizontal and vertical) before the screen simply stopped working altogether.

It's a beautiful, extremely fragile and impractical machine. I bought a new upper for the unit as it's nowhere near time to scrap the system.

Ive had the exactly same thing. Small crack at the bottom right hand side, which then creates a small hairline crack 1/3 of the screen. The screen is now totally useless - resulting in my new laptop being useless too. I had my laptop for no more than 2 months brought in Jan 2018. I didn't have AppleCare ( I have buy own insurance) and I was quoted $2100 to replace it from a Mac Store!! Absolutely ridiculous - the quality of this machine was terrible for the investment.

My 3 month old Macbook Pro 15" (Touch Bar)just got a devastating crack - under the screen - that has rendered the screen dead and the computer useless. How did this happen you ask?!? Dropping it on the ground? Shutting the screen with something blocking the screen? No, simply closing the laptop up... Possibly too aggressively (?) while closing it?

The remedy - $600 and the loss of the computer for 3-4 days while it is returned to Apple. It's accidental damage of course... AppleCare would help but this should never have happened and it is not "accidental damage".

This laptop is way too delicate and nothing like previous Apple laptops I have had and enjoyed. It will be sold as soon as the $600 is paid and I have a new screen. Ridiculous.

My screen did not even crack, but it stopped working and shows rainbow color streams. I have used previous 15” model for three years and carried in the same bag and did not face a single issue. But this model seems to be fragile and not practical. I bought my mac in April and under warranty, but still they refuse to replace my screen. Instead asking me $700. Frustrated student here.

MacBook Pro (15-inch, 2017) purchased in July.

No one pointed out before I bought it:

the super new 4 ports...are not magnetic and don't release easily...

So of course, when I accidentally stepped on the cord, it pulled the laptop right off the desk instead of releasing the way my other Mac laptops always did.

Though I like the 4 ports, I would have preferred the easy release feature.

The helpful guy at the Boca Raton Apple store knew all about this...

after I brought it in to yes, complain about the fragility, not only of the screen but in general.

If you look at the new models from the side angle it is very slender...so perhaps logical that it is more fragile?

This was not mentioned or pointed out.

The screen is now broken= $600 to fix. (apple wanted $1000+)

The speaker stopped working back in November, probably the result of the fall.

There have been keyboard issues since the beginning, have reported them regularly but I haven't had time to troubleshoot. Keyboard doesn't work well if it is cold in the house. (not talking freezing!)

This is my 3rd mac laptop, my 2nd mac book pro.

Have never had damage on the others, and have had 2 Mac desktops, ditto.

My first mac book pro was great...have had it since 2009, it is

and lasted much longer better than this.

Did not want a new laptop but was talked into it because just the MacBook Pro (15-inch, 2017) had the

super new system...the desktops did not yet have it last summer.

Seriously, seriously disappointed now.

I've had my MacBook Pro without Touch Bar for coming up on 2 years. Never had any issues with this at all, I don't even have a case. It's in my backpack about 80% of travel time and storage. In my 18 years of experience in IT and repair, all of these images in the last 10 pages of posts actually show a point of impact. If it wasn't an impact hard enough, it would only crack the class, yet some of these images are cracking and distorting the display with black lines and such-- like that one user posted with images like Macbook Pro Screen Issue - Google Photos.

In servicing several tens of thousands of laptops, it isn't uncommon to find a person state that they have no idea what happened to the display, while something else ended up happening without their knowledge-- for instance, customer came in pretty hot headed about her display with a similar point of impact on her screen. She became very livid with me when I mentioned the there's an actual point-- a pin point area in which the display is cracking from, signifying a point of impact and accidental damage. She screamed at me and made a huge scene, while her son, about 12 years old or so, was sitting on the stool next to her. After about 10 minutes of talking back and forth and screaming at me and my leader, her son came out and said that he wanted to play with the computer and shut a Skittle on the screen. It broke, he put it back and didn't say anything until then.

I know this doesn't happen to everyone, especially if you don't have kids, but this isn't uncommon at all. I've never seen a thermal crack in a screen, I've never seen a crack appear on its own. There's going to be an act of force that had impacted the screen or surrounding areas to cause those cracks. Laptop screens that show a point of impact on the display don't occur spontaneously like the Big Bang theory. There's got to be more to the story, either known or unbeknown by these people. There-in lies the issue. These screens are quite durable, but strong enough to take a BB (which happened to be another customer that openly said he shot it with a BB gun because his friend said the screens were tough). Ha.

Either way, I hope that you all get your devices serviced one way or another, be happy with your Mac or switch to Windows, Apple would wish you the best either way. Do what works for you, and if that's switching to a Lenovo that will take a current counting time of 4 weeks to just diagnose a laptop I sent in for an obvious bend and out of warranty replacement, do it. For me, being a PC and a Mac user and supporter, Apple's service is pretty dang amazing with completed repairs often taking less than a week.

Similar thing happened to me. Yesterday I closed my MacBook Pro without realizing that there was a plastic headphone in the way. I hear a crack, and this was the result. I'm shocked at how fragile it is. Initially I thought it was made out of metal, but the way it cracked it looks like glass, which I didn't know would be on that part of the laptop. What makes it worse is that I've only had this laptop for 3 months, and it was a gift on top of that. I don't even know how to go about repairing this.

Yup... same here. Was cleaning it tonight with a qTip... yep... qTip. I have been a proud MacBook Pro owner for over 10 years, without ever having a screen issue. The screen cracked on the bottom on two places, in the exact same shape. Even some of the other user photos are showing the same shape. It appears the glass at the bottom of the screen is not supported by anything behind it, and is floating. Any pressure, of the slightest is causing the cracking and breaking. Ver disappointed and sad... Apple should issue a refund for these faulty screens. I baby my macbook pros, and this has NEVER been dropped, or abused. When it travels, it travels in a padded, high end, briefcase. Very disappointed.

I'm very disappointed to spend $2800 for the new MacBook with touch screen as a mobile device to move around with it and have its screen cracked from leaving 5 pages staples in between the screen and keyboard. I recall that I didn't even closed it all the way and wake up to find it cracked. Apple new products are going more expensive and more fragile. After 7 years of switching to apple and spending a fortune on apple products and spending triple than my colleagues justifying that its worth the money, I'm afraid to say that this value is now gone with the death of Steve jobs. When contacting apple they Said your apple care will not cover the cracked screen that will cost around $500 to replace. I should have bought accidental and they refuse to allow me buy it. I've been careful with my old MacBook since 2011 and now the new one is going to be fragile even if I fix it. I may just connect the new MacBook with a home screen and use it at home as a desktop to protect my investment since apple did not seem to care and just trying to put the blame on me and other customers to justify the fragile new system. What a shame to end my exciting journey with apple with a disappointment. Even their new iPhone 10 is not satisfying to customers and most I knew that purchased it after the 7 plus. I'm a marketing faculty and have a large scope of influence. I already shared my experience of the new MacBook with my work colleagues and they are discouraged to update their old MacBooks with the new ones. I hope that apple admits that their new MacBook that's supposed to give more mobility that it is not mobile at all. Eventually, I have to fix it but not sure how long it will last. I consider I lost $3000. It's cheaper for me to buy the new HP or dell notebooks with the new designs and more functions at half the price with full warranty. Apple, you are exploiting people by charging a lot for less value and eventually loosing loyal customers.

Went through exactly the same thing, except check this out... I had 2 hardware issues (spaceboar not working and failing audio) that Apple would not fix unless the miniscule crack was fixed at out of my pocket. Eventually caved and paid for the crack to be fixed so they would fix THEIR problems with it. Interestingly, the fixed screen has s different design that looks less likely to crack (no glass down below near the hinge). Interesting eh? Still using my 2013 as my goto now as, like you, I want to protect my 2016 FragBook Pro. :-(

Yeah, although they will not admit it, the repaired screen I just got back is a new design where the glass does not go down over the MacBook Pro logo area. So they admitted it without admitting it. ;-)

This is not purposely because I did not completely closed it.

Since I'm one of many cases that happened to this new MacBook with touch bar, means something is wrong with the quality of the screen. I'm not that ignorant and again I barely closed it. it was more than 5 mm open and I'm just guessing and justifying that it was the staple but who knows. Other people had their screen cracked from just closing it. It could be the keyboard keys that might have cracked it, or it could be just the process of closing it might have cracked the screen. May be they didn't do enough trial on the machine before sending it. Being one of many who faced the same issue with this model means something is wrong with the screen quality.

When I said, it could slip, I referred to the fact that sometimes notebooks slip, specially when you take it back and forth to work, or your backpack might fall, but in most cases, notebooks should not be as fragile to break completely from any small hit, otherwise, it's not worth the investment. I don't; mind spending $800 on a notebook and it breaks. But when you spend a fortune then it should be solid. This notebook is too fragile to be mobile. Apple would have warned people of its condition. I've had my old since 2011 and its still in good condition. This new one was used couple of weeks at home and it broke.