In a memo shared with Apple Stores and Apple Authorized Service Providers this week, and later obtained by MacRumors, Apple provided technicians with guidance on how to diagnose and address the iPhone Duo's inner display cracking issue.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Apple Alerts Stores to iPhone Duo's Display Cracking Issue
- Thread starter MacRumors
- Start date
- Sort by post date
In a memo shared with Apple Stores and Apple Authorized Service Providers this week, and later obtained by MacRumors, Apple provided technicians with guidance on how to diagnose and address the iPhone Duo's inner display cracking issue.
Unlike most of Apple fans, I do unfortunately find this phone poorly made.
Although it has a thin design, it does feel having a weak spot around the hinge, the inner screen is covered in that plastic foil making the screen look as if it was smeared with vaseline. It is a little awkward way to hide the crease on its first day, just enough to get it sold to a customer for this ridiculous price.
As many reviews showed, dust particles and sand can get into this device easily. You don't need to go have a beach-day, it is enough that you get caught outside on a windy day.
Repair costs are insane. Another $1000 to repair a screen which can be easily damaged by a sand particle which managed to fly inside via the exposed holes around the hinge? I am absolutely speechless.
And although software issues will be fixed, I find it hilarious that the official Apple Store app is not optimized for this device upon the release. lol.
I am disappointed. It does not feel like a genuine well thought and manufactured product, it feels like a rushed attempt to suck as much money as possible from customers who are tired of the same looking devices and want something new. (same with touch screen laptops now btw). Sad.
Although it has a thin design, it does feel having a weak spot around the hinge, the inner screen is covered in that plastic foil making the screen look as if it was smeared with vaseline. It is a little awkward way to hide the crease on its first day, just enough to get it sold to a customer for this ridiculous price.
As many reviews showed, dust particles and sand can get into this device easily. You don't need to go have a beach-day, it is enough that you get caught outside on a windy day.
Repair costs are insane. Another $1000 to repair a screen which can be easily damaged by a sand particle which managed to fly inside via the exposed holes around the hinge? I am absolutely speechless.
And although software issues will be fixed, I find it hilarious that the official Apple Store app is not optimized for this device upon the release. lol.
I am disappointed. It does not feel like a genuine well thought and manufactured product, it feels like a rushed attempt to suck as much money as possible from customers who are tired of the same looking devices and want something new. (same with touch screen laptops now btw). Sad.
tgwaste
macrumors 68020
I would never accept a repair for this. Replacement of a brand new, unopened box phone, or a complete refund.
Im sure they will exchange it even without AppleCare. Its a defect not user error
I wouldn’t be so sure, my chat from yesterday
I think it's a silent recall. Replace with no questions asked whilst the product is refined during on-going production.
Exactly my thoughts as well! This phone actually solidified my thinking that Apple is past their innovative phase. Too many questionable products in a row. On top of that, this and, let’s say, the new MacBook with touchscreen are the ideas that have been available elsewhere for many years now. They could not polish this phone well enough even after 8 years. And the most exciting feature of the new Mac is the lit-up logo that they themselves killed 10 years ago.
It is called Duo because you need a second one.
I mean the username itself gets a like from me no questions asked!
Last edited:
skywalkerr69
macrumors 6502a
diego.c
Contributor
I have been following the Duo release with curiosity about the new device.
I'm surprised by the amount of very toxic Apple "fans" defending the multibillion-dollar company.
It has been some time since I witnessed something like this. I know those people exist, but still, the negative energy seems to be at an all-time high.
They are behaving like a cult, belittling anyone that dares to contradict the fact that the Duo is the best product ever made in the world.
Not sure of the reason, but the Duo unfortunately has awakened the very worst of the Apple consumers around.
Apleeseed84
macrumors 65816
Apple has a 1 year limited warranty that fixes any defects from factory. As long as it doesn’t show signs of accidental damage done on purpose, you will be fine.
kalsta
macrumors 68020
If evidence surfaced that the iPhone Duo frequently cracked upon opening on a cold day, would you still claim to love it? Would you still keep it rather than take it back for a refund?
Rather than walk on eggshells, perhaps this is the time to actually put the Duo through its paces—while you’re still in the 12 month warranty period?
Manufacturing defects fall within the one-year warranty regardless of getting Apple Care or not.
Basically, anyone who is critical of the Duo doesn't know what they're talking about unless they've owned several foldable's previously? THAT'S what you're going with?
You wrote: "No, a few dozen units had a manufacturing defect and people run scared".
How do you know it's only a few dozen? Maybe it is. But at this point it's impossible to determine.
When you purchase a PREMIUM Apple product at a PREMIUM price, I would expect it to function perfectly for more than a couple of weeks.
If I had purchased a Duo, I would be very upset that it broke so soon. There are no excuses.
I used to always want the latest newest thing, but I've learned, 1st generation anything from any company these days is a gamble! Now I like to wait a year or two to work out the kinks. Or at least see reviews/ consumer reports. I do remember having to get my brand new iPhone 7 fixed because the backlight went out on just half my phone after a week. Luckily they fixed it at no cost.
iLoveMyApple
macrumors 6502a
Sometimes I wonder how these kinds of things are missed during R&D and aren't discovered until mass production has begun. Apple didn't develop his phone overnight. With that being said, I'm still excited for mine to arrive and don't plan on canceling.
CharlesShaw
macrumors 68030
Many defending foldables keep referring to how many of them they've personally owned which I personally think is a tough sell for some iPhone owners accustomed to their phones lasting and being desirable for years.
Well my duo cracked. I was opening it Thursday morning. Felt some resistance about 45 degrees open and applied a bit of pressure and CRACK! And the lines like in all the pics on the internet appeared. Broken down the middle of the hinge and the white streak to the right.
Clearly something popped in the hinge. But the devices then was opening and closing fine and smoothly. It didn’t sound like anything was loose. The inner screen still worked but parts were dead to the touch around the bottom right area.
Brought it into the Apple Store and they gave me a replacement device. I guess they keep stock of all the devices in the stores. It came in a brown box that the guy said was to be used to send my device in.
I was in the store for two hours because I think they wanted to analyze the device more closely. They ran some diagnostics, asked me a zillion questions, etc. I didn’t drop it, bend it, etc. the replacing took maybe 15 min.
I hope they figure this out. It’s a great device and now looking at my old pro max I don’t think I can use a big slab phone.
Clearly something popped in the hinge. But the devices then was opening and closing fine and smoothly. It didn’t sound like anything was loose. The inner screen still worked but parts were dead to the touch around the bottom right area.
Brought it into the Apple Store and they gave me a replacement device. I guess they keep stock of all the devices in the stores. It came in a brown box that the guy said was to be used to send my device in.
I was in the store for two hours because I think they wanted to analyze the device more closely. They ran some diagnostics, asked me a zillion questions, etc. I didn’t drop it, bend it, etc. the replacing took maybe 15 min.
I hope they figure this out. It’s a great device and now looking at my old pro max I don’t think I can use a big slab phone.
TVreporter
macrumors 68030
HouseLannister
macrumors 601
Samsung also issued a statement saying a small number of the Note 7 phones had an “overheating” problem. It’s generic boilerplate and they have no idea yet.
You’ve never had a foldable before, have you? I’ve had four and this is the best made foldable I’ve ever seen. This is the nature of the beast since glass folds with extreme difficulty. OLED panels can fold naturally but the protective layers are a delicate balance between rigidity and flexibility. When you go one way, you lose the other. You’ve described all foldable, except the part about dust getting in easily. That is total BS when these so-called “tests” are deliberately trying to pour as much dirt as possible and trying to grind the dust into the unit.
The lesson is to not believe non-scientific tests because if you want to destroy something, you can. None of these tests represent any realistic scenarios you would ever encounter. The IP68 standard is a worldwide standard that Apple doesn’t just declare on a whim. They pay enormous sums for scientific testing firms to certify. It is probably the best or second best foldable at keeping out dust and dirt with the Pixel Fold being the only other IP68 rated foldable available. Many others have no rating or worse rating. Even the tests that allegedly say dust got into the Duo have said other foldables were worse.
I’ve had a lot of foldable in the last several years and all of them were similar. The Duo is actually better thought out and better built than all of them. You just don’t know what the foldable market is like, but believe all the people trying to get clicks by spouting disaster! No, a few dozen units had a manufacturing defect and people run scared. Did people forget the huge defect that affected a ton of units in the iPhone 18 Pro Max where the phone stops working with AT&T for no apparent reason with no fix except for replacement? That is worse than the Duo’s issue but that story vanished in two days while people keep hyping the Duo’s issue. Phones that mass produce will always have issues in small numbers of units. When you make millions, some will break. That’s life. No one started running around with their hair on fire over the 18 Pro Max. Apple replaced those units and life goes on. The same will happen here, but some people are intent on sabotage to get clicks and temporary fame. A candy bar phone with a critical error isn’t sexy enough to make bank.
If this makes you uncomfortable maybe foldables aren’t for you because all technology is a trade off. if you want a larger screen in a compact form factor, you have to accept trade offs in that you get worse cameras (due to cost and space) and the screen isn’t going to be as rigid as you’d have on a candy bar phone.
iRun26.2
macrumors 68030
While I love my iPhone Duo, this cracking issue has caused me to proceed more cautiously.
For example, I have decided to NOT open or close the phone when it is really cold. I was outside using my new iPhone Duo the other day for outdoor research for my job. In Minnesota it already gets pretty cold overnight. I was going to open the inner screen in the cold morning air but decided instead that maybe I should just use the outer screen in the cold. I certainly would think that they would have accounted for the cold but the last thing I want is to not have my working iPhone Duo for weeks at a time (while it is having its lovely screen replaced).
For example, I have decided to NOT open or close the phone when it is really cold. I was outside using my new iPhone Duo the other day for outdoor research for my job. In Minnesota it already gets pretty cold overnight. I was going to open the inner screen in the cold morning air but decided instead that maybe I should just use the outer screen in the cold. I certainly would think that they would have accounted for the cold but the last thing I want is to not have my working iPhone Duo for weeks at a time (while it is having its lovely screen replaced).
It is interesting how some defend Apple like it’s their family member that built whatever product is currently being evaluated.
As far as the Duo, while I had no interest in one for myself, I did buy two for family members. Ironically the first one cracked it’s screen shortly after being activated. The second one just cracked it’s screen yesterday.
Paying close attention to all current information, we decided to obtain a refund and walk away from these. Too much uncertainty, too many apps that need to be adapted to this form factor. Too much wasted display space, too many compromises in a variety of areas.
Knowing Apple they’re sure to work all this out sometime in the future. We’ll sit back and watch.
kalsta
macrumors 68020
Don't Apple products have a 12 month warranty in your country? I had just assumed that was global.
Again, I can’t speak for other countries, but in Australia our consumer laws state that the buyer can choose a replacement or refund if any product has a major fault—and this is certainly a major fault.
Another reason I’m glad I live in Australia. Apple used to market AppleCare here in the same way they do everywhere, but it was deceptive, because our laws extend consumer rights well past 12 months if a product is designed and marketed to last longer. In the end, Apple basically extended the replacement warranty to 2 years because of this.