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AVP crack - It just happened to me

E

eliehass

Contributor
Original poster
Aug 19, 2008
229
78
A while ago I had seen a bunch of stories about a crack appearing on it's own (with no external damage happening to the device) in the center of the outer display of a lot of Apple Vision Pros. Just took mine out of the case and there it was. I have an appointment tomorrow and I have AppleCare+.

I was just wondering if anyone else had this happen to them and can share what their repair process was? Did Apple charge a repair fee? I feel like this should be covered with no fee since it cracked with absolutely no user damage or action...
 
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eliehass said:
A while ago I had seen a bunch of stories about a crack appearing on it's own (with no external damage happening to the device) in the center of the outer display of a lot of Apple Vision Pros. Just took mine out of the case and there it was. I have an appointment tomorrow and I have AppleCare+.

I was just wondering if anyone else had this happen to them and can share what their repair process was? Did Apple charge a repair fee? I feel like this should be covered with no fee since it cracked with absolutely no user damage or action...
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Fortunately I’ve not had this.

Have you ever left the AVP on charge with the outer cover on? I’d read this can cause overheating, the heat being the cause of the fracture.
 
blocsapp said:
Fortunately I’ve not had this.

Have you ever left the AVP on charge with the outer cover on? I’d read this can cause overheating, the heat being the cause of the fracture.
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I leave the battery connected, but never charger plugged in with the cover on.
 
Yeah, this is still ongoing. On reddit, there's probably a couple of complaints every month (probably just because there are more AVP users there than here). Fortunately, Apple now seems to be taking care of people, although it seems that you still have to wait a week or so for Apple to send you a replacement.
 
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Noticed one today. It’s about 7mm long, off on one side of the nose bridge, between a sensor (IR light?) and a dual camera. I don’t think it’s affecting anything.

Even though I have AppleCare+, they only offered mail in service. I’m going to wait for a time when I can be without the device for a week (I use it every day!). I guess since it’s not affecting anything, I have until February 2026 really.

Been leaving it in the open Apple case plugged in with no cover, so I don’t think it’s the heat. I am pretty careful with the AVP, so I think it’s just stress.

They won’t comment on whether there’ll be a deductible until they receive it at repair. I’m wondering if I should go to the Apple Store and get a Genius appointment. I mean, if I had done something to damage it, I’d be up front, and pay the fee, but I think this is a engineering defect.
 
I went to the store and they told me they have to send it in to the repair center before they could even determine if it's covered. Then if it's covered they would repair it and send it back to me free of charge. Otherwise it would be around a $1,000 fee. This includes a 7-14 day turnaround time. I opted to just deal with the crack for now unless it gets worse.
 
eliehass said:
I went to the store and they told me they have to send it in to the repair center before they could even determine if it's covered. Then if it's covered they would repair it and send it back to me free of charge. Otherwise it would be around a $1,000 fee. This includes a 7-14 day turnaround time. I opted to just deal with the crack for now unless it gets worse.
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You have AppleCare + on the Vision Pro. They want you to wait two weeks including shipping to an Apple repair center instead of same day repair at an Apple Store. Express Replacement is available for Vision Pro … had you contacted Apple support and brought this up to them? I understand the nature of the curved glass can crack easily over time due to pressure from the aluminum framing and sensors.

Additionally, as all Apple specialists told y’all when we pick up our Vision Pros during demos and getting an introduction to these things, the right way is to hold them on the aluminum frame only! If you held it on the Light Seal or strap and it falls out by the magnets or fasteners, 🧷 it will likely get cracked and shattered.
 
They could not do an express replacement because they couldn't determine if the crack qualified.
 
I confirmed it was not accidental damage but they said the couldn't confirm that it wasn't somehow something that scratched the glass and it didn't seem deep or large enough for them to make the call on the spot.
 
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eliehass said:
I confirmed it was not accidental damage but they said the couldn't confirm that it wasn't somehow something that scratched the glass and it didn't seem deep or large enough for them to make the call on the spot.
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Darn it, they still could not do anything! Ask for the senior advisor of AppleCare to hook up a phone call with you and explain further, and if they still could not determine it just by a few pictures, take it to the Apple Store. Book a Genius Bar appointment and have the genius check it out and see if they can replace the curved glass.

The curved glass is quite sensitive to heat and pressure, so it can also crack like that through improper handling, storage and maintenance. Did you use the cloth cover on it when you charge it or not wear it on? I am certain this is a defect or from wear and tear.
 
Cover is only on for long term storage, never while charging. It is either on my face or in the case, never dropped or bumped into anything.
 
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eliehass said:
Cover is only on for long term storage, never while charging. It is either on my face or in the case, never dropped or bumped into anything.
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Do you use a stand to hold the Vision Pro in place while it is charging ?
 
eliehass said:
it sits in the case (open case) which charging without the cover on
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Oh really? Is it the one from Apple that you pack your Vision Pro and accessories up for portability or is it a third party one? ☝️ additionally send a picture of the Vision Pro’s damaged front glass.
 
it's the official apple case
IMG_0218.jpeg
 
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eliehass said:
it's the official apple caseView attachment 2460466
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Alrighty so that case has so much padding on it, and yes I have no idea how it cracked so easily. But looking closely no wonder the  genius could not determine as the crack is only half an inch or shorter… I had to zoom in on the picture you took with an iPhone 15 pro. Did you drop or knock down the case by accident when the Vision Pro was zipped in the bag?
 
Update: The crack was slowly getting bigger. Brought it back in and was told by the person in the store that they still think it's a scratch not a crack but they can send it in to confirm and they will repair free of charge if they determine it's a crack due to a defect.

Sent it in and the repair center determined it was a crack due to a defect and repaired it free of charge. Brought it into the Apple Store on Monday and had it available for pickup on Thursday so I am happy with the turnaround time.

My Vision Pro is now back to pristine condition!
 
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eliehass said:
Update: The crack was slowly getting bigger. Brought it back in and was told by the person in the store that they still think it's a scratch not a crack but they can send it in to confirm and they will repair free of charge if they determine it's a crack due to a defect.

Sent it in and the repair center determined it was a crack due to a defect and repaired it free of charge. Brought it into the Apple Store on Monday and had it available for pickup on Thursday so I am happy with the turnaround time.

My Vision Pro is now back to pristine condition!
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Sounds like they recognised the problem from other cases and acted accordingly, even though they acted like it was a new thing at first. It always sounds a little sketchy when they quote a possible repair fee or question the nature of the defect when it's a wider spread issue.
 
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eliehass said:
Update: The crack was slowly getting bigger. Brought it back in and was told by the person in the store that they still think it's a scratch not a crack but they can send it in to confirm and they will repair free of charge if they determine it's a crack due to a defect.

Sent it in and the repair center determined it was a crack due to a defect and repaired it free of charge. Brought it into the Apple Store on Monday and had it available for pickup on Thursday so I am happy with the turnaround time.

My Vision Pro is now back to pristine condition!
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Great news! They finally fixed the AVP! I think the Apple Genius noticed the crack more clearly when they checked it out and sent it to the Apple Repair Center. If the crack is obvious enough to be seen, it can definitely be repaired. When you sent the first picture a few months ago, it didn’t look obvious enough until you zoomed in.

Now, let me share some tips on how to take better care of your Vision Pro. First and foremost, avoid touching the light seal, glass, or strap. Instead, hold the device by the frame only. When you’re ready to put it away, cover it while laying it down. Additionally, ensure that you charge your Vision Pro in a well-ventilated area. Make sure the charging station and the area where you use your Vision Pro are clean and free from any rough or sharp objects that could damage the device.

Use the enclosed polishing cloth to wipe down the glass and surfaces before and after each use.
 
sunapple said:
Sounds like they recognised the problem from other cases and acted accordingly, even though they acted like it was a new thing at first. It always sounds a little sketchy when they quote a possible repair fee or question the nature of the defect when it's a wider spread issue.
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Sometimes, the geniuses at Apple need to examine devices more closely. As the product owner, you’re responsible for explaining the issue so they can better understand and address it. If they dismiss the cracking as cosmetic damage, inform them that the device is falling apart and poses a hazard. There are some geniuses that are new to the Apple ecosystem, and they lack proper training to thoroughly inspect and diagnose the cause and appropriate management strategies.
 
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goldmac2006 said:
Sometimes, the geniuses at Apple need to examine devices more closely. As the product owner, you’re responsible for explaining the issue so they can better understand and address it. If they dismiss the cracking as cosmetic damage, inform them that the device is falling apart and poses a hazard. There are some geniuses that are new to the Apple ecosystem, and they lack proper training to thoroughly inspect and diagnose the cause and appropriate management strategies.
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My own opinion, but I'm convinced Apple geniuses absolutely do not read forums like this (or will 100% deny doing so) and only get their information from "official" Apple sources. The crack issue is widely reported, but if Apple hasn't said so, they will either be completely unaware of it, or will deny being aware of it unless Apple says it's ok to acknowledge.
 
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xraydoc said:
My own opinion, but I'm convinced Apple geniuses absolutely do not read forums like this (or will 100% deny doing so) and only get their information from "official" Apple sources. The crack issue is widely reported, but if Apple hasn't said so, they will either be completely unaware of it, or will deny being aware of it unless Apple says it's ok to acknowledge.
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Btw  employees like Apple Store employees rarely read MR as they are strictly not allowed to share any speculation or internal information outside without permission from the company. That’s why when folks post insider information or leaks about Apple like upcoming iPhone releases for example, they usually try to hide 😶‍🌫️ as much information that reveals any internal information. But Apple geniuses do have to get Apple certified training and get such credentials like ACMT, ACiT which stands for Apple Certified Mac and iOS Technicians. AASPs and third party Apple repair shops do have technicians get these same certifications like geniuses too but the difference is that third parties do have more flexibility than Apple Stores, long story short.

As Apple technicians have more exposure to issues like the OP’s Vision Pro hairline crack on the front glass, and other issues that was once less common they were able to fix it once they realized that it was really bad.
 
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