Apple has circulated an internal memo to Apple Stores and Apple Authorized Service Providers with guidance on diagnosing and addressing iPhone Duo inner display cracks, according to MacRumors on Friday.
Technicians who hear from a customer about the issue are told to inspect the device and repair or replace it under Apple’s usual procedures, the report said. That Apple issued the memo at all suggests the company believes the problem is widespread enough to need official guidance, even though the memo still describes the issue as limited to a small number of units.
Monday’s public statement from Apple matches that wording. The company said it is “aware of an issue impacting the inner display on a small number of iPhone Duo units,” and told anyone who hits display problems to contact AppleCare for a replacement.
Support is available through Apple’s website or by calling 1-800-APL-CARE in the United States and Canada. Apple also said most Duo units are not susceptible, and that the units that are affected tend to show the defect fairly soon after they start being used.
There is no iPhone Duo recall, and Apple has not launched a public repair program page for this issue. Early owners began reporting cracks almost as soon as devices arrived about a week ago, often with lines running down the middle of the inner screen and toward the right side, after the first wave of cracked Duo display reports online.
Repair site iFixit has argued the damage is likely tied to a defective hinge on affected units, a view that lines up with a later look at the Duo hinge and green lines. Apple has not commented on the underlying cause.
Canadian owners who hear a crunch, feel a bump under the crease, or see lines on the inner display can contact AppleCare or book time at an Apple Store or Apple Authorized Service Provider, the same path Apple outlined for the United States and Canada.
Would a store memo like this make you more confident about getting a cracked Duo replaced, or would you still wait for a formal repair program?
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