Apple acknowledged reports of cracked inner screens on its iPhone Duo after the $1,999 phone went on sale globally on Friday. The company said, “We are aware of an issue impacting the inner display on a small number of iPhone Duo units.” Users should contact AppleCare for a free replacement.
Apple has acknowledged reports of cracked inner screens on its first foldable smartphone, the iPhone Duo, after customers reported display failures within hours or days of purchase.
The company said the issue affected a “small number” of devices and advised customers experiencing problems to contact AppleCare for a replacement.
The iPhone Duo, which starts at $1,999, went on sale globally on Friday. Reports of damaged screens have emerged on Reddit and other social media platforms, with users describing bright lines, cracks and display malfunctions around the central hinge.
Apple issued the following statement:
“The response to iPhone Duo from early users has been incredibly positive, and we are seeing exciting things from developers who are rapidly updating their apps to take advantage of its unique form factor. We are aware of an issue impacting the inner display on a small number of iPhone Duo units. If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement.”
However, Apple hasn't disclosed how many iPhone Duo units are affected by the display issue.
Screen failures
Several customers said their phone's inner display developed cracks while they were unfolding it during normal use. Some reported hearing a crunching or cracking sound, while others said the hinge had become unusually stiff before the screen malfunctioned.
Reports have emerged from the US, Australia and India. One customer in Chennai said the display developed lines after the hinge became unusually tight. The customer subsequently obtained a replacement from an authorised reseller and reported no problems during the first 24 hours of use.
Bloomberg claims to have independently verified reports from more than half a dozen customers who provided photographs of damaged devices or evidence of their interactions with Apple's support teams.
However, experts said it was too early to determine whether the problem was widespread. Some images circulating online were also reported to be fake. Apple said most devices were unaffected and that defects appeared quickly in the units experiencing problems.
Hinge under scrutiny
Device repair firm iFixit has suggested that the problem could stem from the hinge mechanism rather than the display panel itself. In a teardown published over the weekend, the company examined how the folding screen sits around the central hinge and suggested that a component could be putting pressure on the display.
“Right where the damage is happening, the hinge is shaped a little differently,” iFixit technician Shahram Mokhtari said in the teardown video.
iFixit chief executive Kyle Wiens also highlighted the precision required to manufacture the hinge assembly, warning that a manufacturing variation or a small particle of dust could damage the screen.
However, the exact cause of the failures has not been established, and Apple is investigating the affected devices. Some of its engineers are seeking damaged units for further analysis.
Replacement costs
Apple has advised customers experiencing inner-screen problems to contact AppleCare for a replacement. Some customers reported receiving replacement devices immediately, while others faced delays because stores had limited stock or appointments.
For iPhone Duo owners whose devices are outside warranty coverage, Apple's website lists an inner-screen repair cost of $999.
The reports have raised questions about the durability of Apple's first foldable phone, which the company spent more than a decade developing. The device is also one of Apple's most significant product launches under chief executive John Ternus, who succeeded Tim Cook in September.
Experts urge caution
Foldable phones have faced screen durability problems since Samsung's Galaxy Fold encountered cracking issues in 2019. However, analysts said it was too early to determine whether the iPhone Duo reports pointed to a similar problem across Apple's devices.
“This is quite common when a new product comes to market,” said Francisco Jeronimo, vice-president of data and analytics at IDC.
Jeronimo said Apple's response would be important in limiting the impact of the issue and described its decision to offer replacements to affected customers as the right first step. Ben Wood, chief analyst at CCS Insight, also said there was no evidence yet of a widespread problem.