Macbook Pro 2017 LCD Spontaneously Cracked
Here’s one straight from the twilight zone.
I have been using my Macbook Air for both home and work use since 2012 and it is in perfect condition as of 2017. I prided myself on using the device for as long as possible and was impressed with the build quality to be working so well all these years despite non stop use. Just recently, I started getting a prompt that the battery required servicing after 360 cycles, and at £150 or so pounds I figured it would be a good time to upgrade to the latest Macbook Pro.
The Macbook Pro arrived on 27th June.
- 3.5GHz dual-core Intel Core i7 processor, Turbo Boost up to 4.0GHz - Intel Iris Plus Graphics 650 - 16GB of 2133MHz LPDDR3 memory - 1TB SSD - Force Touch trackpad - Four Thunderbolt 3 ports - Touch Bar and Touch ID - PRO APPS 065-C171 NONE - LOGIC PRO 065-C172 NONE - Backlit Keyboard - British
On the 21st July 2017, I woke up for remote work and after a 9:30am stand up and a couple of hours of work, I took a break for lunch. During this time the computer was fine. When I returned from lunch, I pressed the awake shortcut and to my shock, vertical rainbow on the screen starting from an inch from the bottom center of the screen at a crack.
I called Apple Support immediately and from the description they said that I had probably hit it with something or closed it forcefully on an object. I said I did not, but understood that is how it seemed. Perhaps my kids did it the lady asked, I said I live alone (with a cat).
The following week I arrived at scheduled repair appointment where the genius said it looks like I had hit it. My story didn’t add up to him. He noted that it was in ‘perfect’ condition otherwise, with no mark to the glass or metal back. He suggested a bend may have cracked it or closing the screen on something.
Issue: Customer reports an issue with a display which has multicoloured lines. Steps to Reproduce: Visual inspection. LCD panel is cracked underneath the glass. Cosmetic Condition: Very good. Proposed Resolution: Out of warranty display replacement. Estimated Turn Around Time: We'll call you in 3 - 5 days Mac OS Version: Unknown Hard Drive Size: 1TB Memory Size: 16 iLife Version: Unknown Contact Apple Support Case: 100248038311 Employee 973560059 (cost £500)
2017-08-05-14-40 The following week I arrived at scheduled repair appointment where the genius said it looks like I had hit it. My story didn’t add up to him. He noted that it was in ‘perfect’ condition otherwise, with no mark to the glass or metal back. He suggested a bend may have cracked it or closing the screen on something.
2017-08-06-15-25 On Sunday I called Apple Support and eventually got through to a senior support engineer. He sounded sympathetic and asked for screenshots and said he would speak to his engineers.
2017-08-07-18-03 The following day Sean called back after having spoken to his Engineers to say that there is no way this could have happened without a large force to the screen, the thing that gives it away is the spider crack pattern to the screen which would only happen if it has been hit with something very hard. He asked me if I knew what that might have been.
It’s clear at this point nobody from Apple would entertain any other possibility. Could I be the only person experiencing this issue? This particular model has only just been released. I think the most I can hope for is that more people will come forward with their cases and a manufacturing defect may be acknowledged in time.
A brief search online yields the following incidents of spontaneous LCD cracking in Apple Macbooks over the years.
- 2017 Sudden cracked screen - Warranty cover?
- 2017 MacBook Pro LCD Broke (Not my fault)
- 2013 2013 MacBook Air 13” - LCD Cracked by Itself?
- 2007 Cracked LCD screen