Iphone screen scratched after 6 days - Not 'Invincible' at all

Discussion in 'iPhone' started by funkus, Nov 26, 2007.

  1. funkus macrumors newbie

    Nov 26, 2007
    Ive had my iphone for 6 days, and ive treated it so very gently, making sure nothing but the phone itself was in my pocket. Ive basically treated it like a rare diamond encrusted snowflake...but still without dropping it or anything there is a 2 inch winding scratch from the top to the bottom of the screen.

    i went and spoke to apple and o2 today and they point blank refused to replace the item even though its less than a week old. I offered to pay a restocking fee and explained how careful i had been but they still said no. Apparently they are only doing this is the UK. In the US, they are replacing the iphone if within 2 weeks..... hardly fair i think

    Anyway heres some photos of the damage, it a little hard to make out cos my camera sucks and the scratch isnt straight so i can only catch about 1/3 of it in light at a time.


    You can only see part of the scratch, wich actually breaks off into 2 scratches.

    So what do i do?

    1. Try to return the phone under the 2 week contract agreement
    2. Try to repair the scratch with a buffer, displex or similar although some claim that this doesnt work on iphones (displex seem to think it does tho)

    If anyone has any news of a good scratch remover for the iphone? (one thats been tried)

    Of course im verry annoyed at apple who always used to be good with customer support. No help at all, no suggestions, no more custom from me.
  2. CD3660 macrumors 68040


    Jun 6, 2007
    Cheshire, United Kingdom.
    I am very sorry to hear your news. You must be gutted! You could try Displex and see how you get on as it's pretty cheap. It is a glass screen so there must be some way of polishing it out I would have thought.

    If you get it fixed, buy yourself a Power Support Crystal Film screenprotector:


    I have to say that I have always been sceptical when people say that the iPhone screen is virtually unscratchable. I'm taking no chances with mine!
  3. alywa macrumors 6502

    May 6, 2004
    Scratch or Fracture?

    Is it a scratch or a stress fracture? I've had mine since US launch day, and it is pristine. I've been carrying it around in my pocket (no keys or coins), but without a case now for 5 months without issue.

    If it is actually a stress fracture, it seems like Apple should replace it. A scratch won't "grow" on its own, but a fracture will.
  4. funkus thread starter macrumors newbie

    Nov 26, 2007
    :eek: it might grow .... argh im strating to wish id never bought the thing!
    so would a stress fracture be covered by the warranty?

    I just placed a large order for all this:
    1. invisibleSHEILD skin
    2. rubber side and back protector that got good reviews (not belkin scratchy 1)
    3. Displex screen cleaner (x2)

    Im pretty sure the displex isnt going to work tho cos ive heard reports that it doesnt because the screen is glass not plastic, and the screen protector...well its a bit late, but i dont want more scratches (or fractures :S)

    yes im gutted, i could have handled it after a month or so but 6 days is pathetic, i know its not gunna be shiny forever...
  5. bbplayer5 macrumors 68030

    Apr 13, 2007
    That looks like a stress fracture, not a scratch. Try returning it, saying it came like that ;)

    Then get yourself a screen protector on your new phone just incase. I like the antiglare crystal screen.. No fingerprints!
  6. sneeks macrumors 6502a

    Oct 21, 2007
    Glasgow, UK
    I'd like to buy the anti-glare screen protector but they do not appear to be selling that in the UK Apple store.
  7. pilotError macrumors 68020


    Apr 12, 2006
    Long Island

    I carry mine in my front pocket with my keys and I haven't had an issue. I've had it since launch day. I can't imagine how you would do it without knowing it.
  8. page3 macrumors 6502a

    Feb 10, 2003
    Vicar of Dibley-land, UK
    I would try to take it to an Apple store. They are far better than CPW/O2 giving customer satisfaction in my experience.
  9. funkus thread starter macrumors newbie

    Nov 26, 2007
    Thats exactly what i did and they said no. And made jokes about 'what i must have done to it'...not so great considering im a unhacked, fully paid O2 customer.
    I went to O2 after just in case, same reply.

    honestly if id scratched it on purpose or knew how it had possible happened id accept the loss and move on. Its ony because ive been so careful with it that im so upset. I expect it was a tiny grain of sand in my pocket or something, or maybe it is a fracture?..i dunno how to tell
  10. thworple macrumors 6502


    Oct 20, 2005
    Sussex, England
    Yesterday I was casually surfing the web on my iPhone, when I noticed what I thought was a hair on my screen. Turned out to be an inch long scratch/crack running from the left hand edge to the middle of the screen

    Now, I've been so careful with this phone, always in a case, gently give it a clean with the cloth provided daily, don't let anyone else anywhere near it - in short, my fiancee is very jealous of the amount of time I'm spending with my new toy, and is worried I'm going to leave her for it!

    I'd done nothing to at all to warrant this kind of damage to a 10 day old iPhone. I thought that Apple wouldn't even give me the time of day regarding this, as it states in their warranty that cosmetic damage is not covered - and my phone still functioned fine, regardless of the damage.

    Anyway, I took it down to the Apple Store this afternoon, and despite gaining an initial reaction which I had expected ("no we can't do anything I'm afraid") they decided, after a brief bout of pleading, that they would go ahead and swap it for a new one anyway.

    I was astonished that they would do this. They clearly felt that the screen damage was enough for it to have been a defect in the quality of the product. However, they stated that the main reason for the swap was the fact that I could have brought the iPhone back as I was in the initial 28 days, and therefore was eligible for a complete refund, and cancellation of the O2 contract. They said that rather than lose me to this scenario they would replace the handset free of charge.

    So the long and short of it is that I have my second iPhone - and I'm very happy about it. Apple have been wonderful to me today and I whole heartedly congratulate and thank them for it. My only annoyance is that I didn't take photos of the original scratched screen to show you guys.
  11. page3 macrumors 6502a

    Feb 10, 2003
    Vicar of Dibley-land, UK
    That's a disappointing response. Regardless of where the blame lies, it would have been an easy customer service win for them to replace it, especially whilst it is still such a high profile product.

    I would write to Apple asking for them to re-consider. I know a friend who did this with an 18 month old iPod and they replaced it. Worth a try?

    Other than that, if you have household insurance it might well be covered.
  12. funkus thread starter macrumors newbie

    Nov 26, 2007
    id be very interested to know more about this, because as far as apple are concearned our problems are identical. So how come you deserve a new one and i dont :confused:

    congrats tho :)
  13. thworple macrumors 6502


    Oct 20, 2005
    Sussex, England

    Its difficult to tell from your photos exactly the details of your damage, but the guys that I spoke to were concerned that the damage to mine was a crack and not a scratch. Not quite sure how they determine the difference between the two, as I couldn't decipher it. If I'm being honest, I went down to the store after reading your original post, just to hear it for myself that there could be no replacement, and was genuinely amazed at their response.

    I would try again, and speak to the Genuis Bar/iPod Bar manager, and stress how careful you've been with it. If you've been keeping it in a case, take that with as well, as that's what I did, so they assured of how careful I'd been with it.

    Apple's policy is "no replacements in these cases" but, as its your first week of use, I think you're entitled to ask again. There doesn't seem to be any consistency in this, which is a shame, but have another go, good luck, and I hope they give you the answer you're looking for.
  14. spinstorm macrumors 68000

    Sep 14, 2007
    If the damage is not that obvious I would take it to another O2 shop and tell them tyt the touchscreen is freezing and you want an exchange as its faulty.

    You have nothing to lose so its worth a try
  15. chr1s60 macrumors 68000


    Jul 24, 2007
    Have you tried calling Apple and explaining the problem? I am not familiar with how things work with AppleCare over in the UK, but in the US they are always worth a try. Many of the people you will get on the phone are easier to deal with than anyone in person. I would call and make my case and if they reject, I would call again and speak with a different person and hope for a better result. That will sometimes work.
  16. JD914 macrumors 6502a


    Sep 24, 2007
    Dutchess County NY
    I bought this a fewdays ago and it by far isthe best screen protector. I previously had the crystal film protector and it got fingerprints and smudges real fast. The anti glare film stays clean and does not attract smudges or fingerprints. It does not affect the visual quality of the screen.
  17. funkus thread starter macrumors newbie

    Nov 26, 2007
    thanks for the advice guys, ill keep you updated on my progress with apple, hopefully the fact that others are getting them replaced in the uk means i might have a chance.... maybe i just didnt beg enough :(
  18. mrat93 macrumors 65816


    Dec 30, 2006
    When did Apple ever call it "Invincible?" I believe they said something along the lines of "scratch-resistant glass."
  19. megfilmworks macrumors 68020


    Jul 1, 2007
    Sherman Oaks
    Same here. Unless you can prove the glass on your iPhone is a different softer glass, then you obviously abused it, and not knowing how doesn't matter. Sorry for your problem, but it's just a phone after all.
  20. funkus thread starter macrumors newbie

    Nov 26, 2007
    You are completely right, i apologise, i probably exaggerated because the most expensive phone ive ever owned is damaged in under a week and i'm less than happy about it.

    its not 'just a phone' its 'just a bloo** expensive phone', including the contract it cost more than my macbook!

    'then you've obviously abused it'
    ... no i actualy havent, this is the thing ive been incredibly careful with it, if i was being careless then there would be at least the tinyest mark somewhere else ont he case..and there isnt, its perfect everywhere else. anyway who the hell would spend this much money on a gadget and then abuse it!!
    give me some credit :p

    regardless the idea of this thread is that me and others can get advice on what to do about scratches
  21. piixal macrumors newbie

    Oct 31, 2007
    My only suggestion is to try another Apple store - an inconvenience in some cases but dependant on your location in the country, a different apple store manager might take a differentview on the situation.

    I wholeheartedly sympathise with you though - comments like 'its just a phone' may be slightly true, but when its your 'baby' (like the way I see it :D) its gutting to see scratches. Good luck
  22. interconnect macrumors regular


    Nov 15, 2007
    you should've just tried returning it without saying anything about the screen at all. if you were within' the 2 week windows it wouldn't even matter!
  23. Dammit Cubs macrumors 68000

    Dammit Cubs

    Jul 31, 2007
    are you sure you scratched it? I can't see it in the picture

    Whenever I think I scratched it, I just wipe away. Make sure the oils are gone and scratch dissapeared.
  24. Telp macrumors 68040


    Feb 6, 2007
    Same here, seems to me, either way, you were just unlucky.
  25. uneducated dave macrumors member

    Sep 19, 2006
    my iphone's screen also got scratched within the first two weeks of ownership. it was pretty annoying to be honest, especially after hearing so much talk of it being robust. fortunately for me it's very small, and only visible at a certain angle in certain light.

    i didn't want to take any more chances though; i've invested in a crystal film which is fantastic.

    good luck in getting yours replaced!

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