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She's obviously leaving something out of the story. Scratches like that don't just happen on accident. These screens are not scratch proof. You would both be wise to use screen protectors in the future.
 
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A photo would help but at my company we deploy iPhone 11 as our standard device for employees so we have given out hundreds of them and I have never once heard of any screen denting (unless maybe you are referring to scratches).
What company and are you hiring? ;)
 
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She's obviously leaving something out of the story. Scratches like that don't just happen on accident. These screens are not scratch proof. You would both be wise to use screen protectors in the future.

Or... The OP won’t admit specifically what happened, Being maybe their ashamed that other members pinpointed how the damage occurred in the first place. That happens on sites like this, where some Won’t specifically admit how the device/display became damaged, they just want to emphasize/vent the blame on to Apple for not making a ‘durable’ display. [I’ve seen this many times on threads like this before.]
 
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