Camera glass cracked on XS Max

The warranty does not cover damage, regardless of who's "fault" it is. This damage is not something that Apple offers to repair and requires a whole unit replacement. Without Apple Care, this cost is $549 USD. With Apple Care, the cost is reduced to $99 USD. Those are your options. If you failed to report this when you received your device, then that's also not Apple's fault. You have your options, take them or leave them. The choice is yours.

I’m sorry for that inconvenience.

If you proceed to to bring your phone to the Apple store you can be given a refund or trade in offer. Please contact Apple to make a reservation or hed to the Apple store you bought the phone from! Thank you!

With AppleCare it cost me 100 usd to replace the phone . They don’t repair it in this case.

My theory is that if you carry this phone in your back pocket , any small torque/moment on the case can cause (like if you sit down ) the glass lens cover to crack . Since it has a hole in it, it is structurally weak. So what I have done is (1) I avoid carrying in my back pocket at all and (2) I did return the apple case and exchange that for an otter box case ( they did accept exchange of the case at the apple store but not the cracked phone) . I prefer the design of the Apple case but I’m paranoid about it cracking again and having to pay $$ to replace it, so I have a more robust otter box case . If my phone cracks again with this baby treatment , I’m going to be -really- disappointed ..

DA30 wrote:

Just noticed the camera glass is cracked & I’ve hardly even used the phone. What can be done?

Make an appointment to have your phone evaluated.

Genius Bar Reservation and Apple Support Options - Apple

How do you have 2 weeks to return if the product shows signs of damage? Apple will cover for a single hairline crack with no sign of impact.

I had same problem as many others with cracked lens, if you have Apple Care then will cost you 99$ in Canada otherwise $780

It's a shame as so many people are having same problem, good luck!

Same story and I only had my phone for 3 days and I didn’t drop or damage it in any way . My previous 6s lasted for almost 4 years and was still in mint condition until I dropped it in the pacific:-) . Luckily I purchased apple care and they replaced it for 99 but the store manager was not very helpful I’ve had my new replacement phone for a few weeks and it hasn’t cracked . Since I’m paranoid about it cracking again , I purchased an otter box case which has a very thick back .

Love the phone . Just don’t like the apple store service I received. Shouldn’t Have to pay for this !!

I’ve got the exact same problem. Also a damaged lens with NO reason. My phone is 2 months old now.. And Apple told me that it is not a known problem, so they won’t fix it in warranty. I’m very disappointed, because I payed €1200 for this phone.

Just been into Bluewater store with same issue and told it would be classed as damage. They require 1% of devices to be affected before they class it as a manufacturing fault.. with the numbers they sell I cannot see this happening. They offer no real way to report this issue, that I’m aware of, so can they track this kind of issue.

Decided not to use my apple care at this time, just in case I need it down the line at some point.

I’ve also experienced the same problems with the Xs max. A C shaped crack suddenly appeared on the camera lense, the phone has never been dropped and always kept in the genuine Apple case. At first it was two tiny hairline cracks but then the area right around the microphone chipped and spread out a bit more.

I brought it into the Genius Bar for them to take a look, confident from my past experience with Apple customer service that this wouldn’t be an issue. It’s clear to see that the crack has come from the microphone port.

They took it out back and examined it and then came back and refused to cover it under warranty. They insisted that this is due to a point of impact, when I asked them to show me where this was they were unable to show me anything other than the crack coming from the microphone hole.

It is obvious that there is a flaw in the design of the lense, as it shouldn’t crack like this though normal use. I’ve had every iPhone since the iPhone 3G and have never experienced a problem like this before.

I decided not to have the phone replaced and due to this have also decided that this will be my last iPhone. It’s not worth paying the premium over other phones if the quality and customer service is no longer there in my opinion

Apple could not care less about what is clearly an issue. This has happened to my son twice in a week and the answer you get is pay $549 to replace the phone after being told that the damage done was intentional. Apple’s commitment to the quality of their product is abysmal

this happened to my iPhone XS Max which is over 1100 dollars, had the phone for a few weeks, and I took it to the apple store at Woodfield, they told me yes we can fix it for no charge, I came back an hour and a half later, they gave me my phone and it still had the camera lens crack, the guy tells me “we changed the Camera” it looked like they didn’t even bother to open the phone up at all, I am truly disappointed, what a waste of time.

Here is my cracked lens cover as well. Brand new after three days of use in an apple case . I returned it to the the Apple store and the manager accused me of damaging the phone and offered to repair at the Genius Bar for 589.00 (Which he had to know it was not repairable ) . Luckily I used apple care but had to pay a 99.00 deductible to get another phone . My 15+ years of customer loyalty buying laptops , Mac pros and generations of phones and iPads didn’t seem to have add any value for them in this case . Good luck !

I had the same problem as everyone else

Apple were not very helpful, I brought mine into an Apple store and they said there were no signs of damage but said was just bad luck and would cost me 780 CDN for them to replace my phone as they are not responcible