Apple Addresses Cracked Screens on New iPhone Duo

Apple has acknowledged a problem with the inner screens of its new $1,999 foldable iPhone Duo, stating it will replace affected devices after customers reported cracks and bright lines appearing near the hinge. These issues were reported just three days after the highly anticipated phone went on sale Friday, a launch that saw significant consumer interest with crowds and overnight lines outside Apple stores.

“We are aware of an issue impacting the inner display on a small number of iPhone Duo units,” an Apple representative told CNBC. “If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement.”

Early reports surfaced on social media platforms. One Australian buyer, posting on Reddit as Midnight_Slump, described the screen cracking after approximately six hours of ownership and fewer than 20 openings. The user reported feeling something beneath the display near the hinge before hearing an audible crack while unfolding the device. After Apple offered an express replacement requiring a hold for the full phone price, the customer visited an Apple Store, where employees exchanged the damaged handset for a new one on the spot.

Another user, identified as leftyhyzer16 on Reddit, reported that their iPhone Duo's hinge became unusually tight after about four folds during setup. A loud pop occurred when the user pushed past the resistance, resulting in damage. The customer noted that replacing the phone through AT&T could mean being pushed to the back of the order queue in January. However, they were able to get an immediate replacement at a Dallas Apple Store.

These early durability concerns could affect Apple's entry into the foldable smartphone market, where screen fragility has been a persistent issue. Ravi Sawhney, founder and CEO of industrial design firm RKS Design, commented that at a $1,999 price point, "confidence is part of the product." He added, "People are buying the freedom to use something advanced without thinking constantly about how to protect it." Sawhney suggested that the risk for Apple is that the act of opening the phone might become a moment of hesitation for users.

Sawhney cautioned that a bright line on the display indicates a malfunction but does not definitively point to the cause. He emphasized the need to examine the entire mechanical system of a folding product, including display layers, their support, hinge movement, clearances, and assembly tolerances. He noted that investigating such issues typically involves comparing damaged devices with unaffected ones from different production batches and attempting to reproduce failures under controlled conditions. Recurring problems could signal a design flaw, while defects concentrated in specific batches might indicate manufacturing inconsistencies.

Apple has not disclosed the exact cause of the screen failures or the number of affected devices. According to Bloomberg, the company states that most units are not susceptible to the problem and that affected phones tend to exhibit symptoms quickly.

The financial implications for consumers are significant. An out-of-warranty repair for the inner screen of the iPhone Duo is listed at $999, nearly half the device's starting price. However, customers experiencing the acknowledged issue are receiving replacements without charge.

The early troubles contrast with the phone's highly anticipated debut, which generated significant consumer demand, including reports of customers camping out for 18 hours for the device. Some retail locations sold out of their initial stock shortly after opening.

Sawhney suggested that Apple's response to these early issues will be crucial for maintaining consumer trust in the new product. He stated, "If these failures prove isolated and Apple handles them well, confidence can recover. If uncertainty persists, prospective buyers may postpone purchasing — and that hesitation can extend to foldables generally."