Screen cracked under glass

[Hoyboy]

Hi everyone,

Today when I took my phone off charge I noticed a crack on the screen under the glass. It only shows when the backlight is on and appears to have broke internally, it's really strange as the phone was working perfectly the day before.When the screen is off the phone looks perfectly fine.

I'd be interested to know if anyone else experienced this. I'm absolutely gutted as the phone is no longer under warranty. Do you think apple would sympathise with me and swap it for free? (I wish!)

Also recently the phone has been getting very hot. Could these be linked in anyway?

 

[eyoungren]

Hi everyone,

Today when I took my phone off charge I noticed a crack on the screen under the glass. It only shows when the backlight is on and appears to have broke internally, it's really strange as the phone was working perfectly the day before.When the screen is off the phone looks perfectly fine.

I'd be interested to know if anyone else experienced this. I'm absolutely gutted as the phone is no longer under warranty. Do you think apple would sympathise with me and swap it for free? (I wish!)

Also recently the phone has been getting very hot. Could these be linked in anyway?

View attachment 630801 View attachment 630802

It is possible that your battery may be swelling. It could have swelled up enough to push on the screen/digitizer and crack the glass from underneath.

Take it to Apple and have them look at it. If it is battery swelling, it's a safety hazard, and they will replaced it free out of warranty or not.

Had an iPhone 5 swell the battery. Didn't crack the screen but definitely pushed it up.

 

[lordofthereef]

I've read on many accounts that Apple considers this a manufacturing defect in that it's a straight crack and not spiderweb (which generally happens on impact). I'd take it in even if it's out of warranty. It's likely they'll repair or replace for free.

 

[Hoyboy]

Just a quick update.

I spoke to the genius at the Apple Store and I can't believe what he said.

He looked at the screen and agreed that it was a manufacturing defect, however he then took the phone out of the case, held it up against a ruler and said the phone was bent.

Now I've looked after this phone so I have no idea how it could have bent. He then said as it was not within Apple's tolerances I would have to pay £79 for a new screen or £229 for another phone.

I argued and called the manager over saying that I had not caused the phone to bend and that it's been in an apple case it's whole life. Eventually he agreed to swap the screen for free but that I would still have to pay for another phone.

Now here's the catch:

The manager could not guarantee that the new screen would go on to the phone as the phone is bent. He said if it failed after two attempts then the screen can't be put on the phone and I would have to pay £229 for another phone.

I think that's absolutely ridiculous and has caused me to lose total faith in the brand.

Would any of you take the risk of letting them change the screen with no guarantee of it working?

 

[jasjeet]

No I wouldn't, but that's why they are saying they wouldn't do it in the first place.
As for the phone bending you'll have to figure out if it was your fault or not. Plastic case isn't going to stop a phone bending under excessive force.

 

[ABC5S]

You may argue that you did not bend the phone, but this just doesn't happen all by it self. Its your call to buy the refurbished or just let it go. I would buy the refurbished.

 

[Gav2k]

If it's an 's' model they are turning people away for bending. If it's a non 's' there still classing the bending as an issue. I would send an email to Apple explaining what's happened. It can't hurt.

 

[acorntoy]

If it's an 's' model they are turning people away for bending. If it's a non 's' there still classing the bending as an issue. I would send an email to Apple explaining what's happened. It can't hurt.

Sadly no, I took in my cracked 6+ about a month ago and apparently it was "ever so slightly" bent and I was told I'd have to pay full price. Really left a sick taste in my mouth since I was one who laughed at "bendgate" and Apple pretty much admitted to messing up when they added the new aluminum in the S.

 

[Peter K.]

Just a quick update.

I spoke to the genius at the Apple Store and I can't believe what he said.

He looked at the screen and agreed that it was a manufacturing defect, however he then took the phone out of the case, held it up against a ruler and said the phone was bent.

Now I've looked after this phone so I have no idea how it could have bent. He then said as it was not within Apple's tolerances I would have to pay £79 for a new screen or £229 for another phone.

I argued and called the manager over saying that I had not caused the phone to bend and that it's been in an apple case it's whole life. Eventually he agreed to swap the screen for free but that I would still have to pay for another phone.

Now here's the catch:

The manager could not guarantee that the new screen would go on to the phone as the phone is bent. He said if it failed after two attempts then the screen can't be put on the phone and I would have to pay £229 for another phone.

I think that's absolutely ridiculous and has caused me to lose total faith in the brand.

Would any of you take the risk of letting them change the screen with no guarantee of it working?

Not an acceptable response, IMO.

If it is at all possible, I suggest a little Genius/Apple Store (Russian) Roulette. I would not be able to easily accept what you've been offered.

EDIT: How, exactly, can something be BOTH a "manufacturing defect" AND caused by bending?

 

[Gav2k]

Sadly no, I took in my cracked 6+ about a month ago and apparently it was "ever so slightly" bent and I was told I'd have to pay full price. Really left a sick taste in my mouth since I was one who laughed at "bendgate" and Apple pretty much admitted to messing up when they added the new aluminum in the S.

You've got a tough Apple Store.

 

[AndrewR23]

Not an acceptable response, IMO.

If it is at all possible, I suggest a little Genius/Apple Store (Russian) Roulette. I would not be able to easily accept what you've been offered.

EDIT: How, exactly, can something be BOTH a "manufacturing defect" AND caused by bending?

Exactly. If it's a manufacturer defect but bending causes the issue it wouldn't be a manufacturer defect lol.

Go back to that dumb Apple Store and request the store manager.

Or call AppleCare and request a senior adviser I stopped with Apple stores in 2013. I do everything online now for 3 straight years and haven't had any problems.

 

[acorntoy]

You've got a tough Apple Store.

I agree. I was stupid and went to the nearest one even though I've had trouble before (extremely rude geniuses etc..) there's one about ten miles further that's much nicer but I didn't have the time, and thankfully square trade just overnighted me a new phone.

 

[Hoyboy]

Exactly. If it's a manufacturer defect but bending causes the issue it wouldn't be a manufacturer defect lol.

Go back to that dumb Apple Store and request the store manager.

Or call AppleCare and request a senior adviser I stopped with Apple stores in 2013. I do everything online now for 3 straight years and haven't had any problems.

Unfortunately it was the store manager that I was speaking to. I mentioned this to them, that I was not happy with the service and that I would get a second opinion elsewhere.

Guess what the response was...

"We make notes on the system of all our appointments so any other store will be able to see what has been discussed with us."

At this point I just said see you later. I had already been in the store for an hour and it was clear that I was better off talking to the brick wall.

Seriously considering now whether this will be my last iPhone.
[doublepost=1463516162][/doublepost]

Not an acceptable response, IMO.

If it is at all possible, I suggest a little Genius/Apple Store (Russian) Roulette. I would not be able to easily accept what you've been offered.

EDIT: How, exactly, can something be BOTH a "manufacturing defect" AND caused by bending?

That was exactly what I was saying In the Apple Store. I said it loud enough so that all the other customers could hear what I was saying as well.

Their response was that it is only a manufacturing defect within a certain set tolerance. As the bend is greater than this tolerance (we are talking a mm AT MOST) then they won't honour me a free refurbished phone and they also won't honour a new phone if they are unable to replace the screen.

It got me thinking as well. Say I said ok screw it, go ahead and replace the screen. What's to stop them lying and saying the screen won't go on to try and make an easy £229. There wouldn't be anyway for me to check this really unless I'm missing something?

It's just made me a bit paranoid if I'm honest as it really seemed like they didn't want to help me.

Is there a way of making a complaint about the store as I'm definately not happy with their response?
[doublepost=1463516321][/doublepost]

If it's an 's' model they are turning people away for bending. If it's a non 's' there still classing the bending as an issue. I would send an email to Apple explaining what's happened. It can't hurt.

Nope mine is just a regular 6 that has been in the apple leather case since launch. Do you know their email address, as you are right, I have nothing to lose at this point!
[doublepost=1463516585][/doublepost]

Just to top it all off, a loads of pixels have died towards the bottom left of the screen. Not sure how long this screen will last now to be honest

 

[0000757]

Apple Store experiences vary, honestly.

When my original 6 had a crack in the top corner of the screen, I went into the Apple Store fully ready to pay to have the screen replaced. My Genius Bar attendant said that the machine to replace screens had been down that day, so she just gave me a new iPhone, no charge.

Guess you should have come to my Apple Store

 

[matt_on_a_mtn]

Call AppleCare. Explain the issue and explain the rudeness and poor treatment you received at the Apple Store. Odds are high they'll get it fixed for you.

 

[lordofthereef]

You can write a complaint to Apple and even email Tim Cook himself. The bottom line is IF you're out of warranty, they don't really owe you anything.

If the chassis is bent and they're unable to replace the screen then that's just the way it is. It's unlikely that the store would make this up and go through the effort of replacing a screen just to tell you they couldn't do it after all.

The reality is sometimes manufacturing defects rear their ugly head outside of warranty and the buyer is SOL with most manufacturers. Apple has often been the exception but it is certainly not a rule. It's basically a risk we take buying anything new and it's just kind of accepted.

 

[Mr. Buzzcut]

So what's the defect? The phone got bent and the screen broke. This has been happening since the very first LCD. Pressure = crack. It is glass after all.

Also, why do people think leather or plastic cases prevent bending? Most cases are pretty flexible especially those from Apple.

 

[Jetro]

I hope they fix it for you. I dealt with the Apple Store once over a noisy vibrate motor when receiving calls but before I went to the store I called their support and they setup the appointment for me and I wound up with a new iPhone. They should be willing to help you since it's a known flaw with that model.

 

[hockeyman94]

Unfortunately it was the store manager that I was speaking to. I mentioned this to them, that I was not happy with the service and that I would get a second opinion elsewhere.

Guess what the response was...

"We make notes on the system of all our appointments so any other store will be able to see what has been discussed with us."

They do not make notes if you were just at the Genius bar. The only time they make notes if your phone is sent back to be repaired. If it was sent back to be repaired the only note it will say is what it was sent in to be repaired and if the repair was rejected or not. The notes are not descriptive saying why it was rejected. Try another Genius. I found that if my first appointment doesn't go well the second goes better. It really just depends on the Genius member. When you go in don't mention a thing about your last visit.

 

[Hoyboy]

So what's the defect? The phone got bent and the screen broke. This has been happening since the very first LCD. Pressure = crack. It is glass after all.

Also, why do people think leather or plastic cases prevent bending? Most cases are pretty flexible especially those from Apple.

The defect is the screen. The manager accepted that the screen crack was a separate issue from the bend in the phone. He also said a bent phone is also a manufacturing defect within a certain tolerance however my iPhone was bent slightly more than this tolerance apparently. Like I said it's a mm at most.

That's why he said they are willing to try replace the screen for free but if it don't work then I gotta pay £229 for another iPhone which is what I am not happy about.

 

[ABC5S]

Bent iPhone (Even slightly) and the screen cracked. Apple might the right call. Be more careful next time

 

[teknikal90]

I love how people here are defaulting to that it's his fault that iPhones are not as well built as they used to be.
IF the phone was abused, the first thing that would happen is for the screen to crack no??

if the phone was dropped, there'd be scuff marks every where.

the fact that the phone still fits in Apple's case means that it wasnt too badly bent...and yet..

guys, Apple is not a god to be revered. They're a corporation sucking your and my money. and not paying enough tax to boot.

I'm a huge fan of their products and have been for a long time.
First out of everyone I know to get an iPod... first out of everyone I know to start buying macbooks....iphones...ipads..... To this day, the only people I know who wear Apple watches are me, and my sister (I bought her one).... But my love for apple should be limited to my love for their products.. The moment they stop making good products and providing great service.... well...what is left???

 

[Mr. Buzzcut]

I love how people here are defaulting to that it's his fault that iPhones are not as well built as they used to be.
IF the phone was abused, the first thing that would happen is for the screen to crack no??

if the phone was dropped, there'd be scuff marks every where.

the fact that the phone still fits in Apple's case means that it wasnt too badly bent...and yet..

guys, Apple is not a god to be revered. They're a corporation sucking your and my money. and not paying enough tax to boot.

I'm a huge fan of their products and have been for a long time.
First out of everyone I know to get an iPod... first out of everyone I know to start buying macbooks....iphones...ipads..... To this day, the only people I know who wear Apple watches are me, and my sister (I bought her one).... But my love for apple should be limited to my love for their products.. The moment they stop making good products and providing great service.... well...what is left???

The point is a delicate iPhone isn't necessarily a defective iPhone. The durability is what it is.

The cover glass is very flexible. Being able to break the LCD without breaking the cover is not surprising. This is even more true of plastic phones.

Apple emphasizes thin and light in all their products. It's their priority over durability. I'm not defending it but it certainly isn't news.

 

[lordofthereef]

I love how people here are defaulting to that it's his fault that iPhones are not as well built as they used to be.
IF the phone was abused, the first thing that would happen is for the screen to crack no??

Not necessarily true. A phone can be bent without signs of scuffs. A thin case that provides no (very little) structural integrity might keep scuffs at bay but not bends. A bent chassis won't necessarily immediately exhibit cracking in the screen.

I'm not playing the blame game. I don't know that the OP bent or even if it is bent. The reality is, particularly since its out of warranty, Apple doesn't really owe anyone anything in terms of manufacturers defects, especially if there is a possibility of end user abuse or misuse of the device.

Do I believe this particular model bends much easier then it should? Yeah, I actually do. I was pretty vocal about it in the months after the phone launched. My opinion is mostly irrelevant though. We are discussing Apple's grounds for denying free repair.

 

[macfacts]

So why can't you bend it back straight? Buy a ruler and check yourself.