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In the week following the iPhone Duo's launch, Apple prepared its repair centers for the cracks in the internal display. An internal memo outlines how technicians will handle reported devices. There is no recall, nor is there a service program yet – each case is being reviewed individually.
Since its launch on October 23, reports have surfaced of cracks in the inner display of the foldable iPhone, almost always along the hinge. Three days later, Apple confirmed a problem affecting a small number of devices and referred those affected to AppleCare. Now comes the next step: Apple has sent a memo to Apple Stores and authorized Apple Service Providers outlining guidelines for diagnosis and repair.
MacRumors has obtained the memo, but has not published it. The statement regarding the small number of affected devices aligns with Apple's public statement from October 26. All the key specifications for the device can be found in the overview for the iPhone Duo.
Key Facts at a Glance
- Apple has informed Apple Stores and authorized Apple Service Providers via internal memo about the display cracks on the iPhone Duo.
- Technicians are to inspect reported devices and repair or replace them according to standard procedures.
- According to Apple, there is no recall, nor is there a public service program yet.
- Without a program, the device's own testing determines whether a crack is covered under warranty or costs €1,149.
- Apple has still not commented on the cause.
What's in the memo
The instructions are brief. If a customer reports the problem, technicians are to examine the iPhone Duo and repair or replace it according to their standard procedures. Internally, Apple also states that only a small number of devices are affected.
Furthermore, Apple stated that most devices are not susceptible to the problem, and affected devices showed the damage shortly after initial use. According to Apple, there will be no recall of the iPhone Duo.
From the first tear to the memo
Within a week, the problem went from being discussed in forum photos to a standard procedure for Apple repair shops. Apple has yet to offer an explanation for the cracks. iFixit's teardown explicitly suggested a possible stress concentration at the central support bar of the hinge as a hypothesis.
| Date | Status |
|---|---|
| October 23 | Sales launch, first photos of broken internal displays on Reddit and in forums |
| October 25 | iFixit teardown: possible voltage spike at the middle support bar |
| October 26 | Apple confirms a problem affecting a small number of devices, referring to AppleCare |
| Week beginning October 26 | Memo to Apple Stores and authorized Apple Service Providers, no recall |
Recall, service program or individual case
Apple lists its special offers on a dedicated page, the Apple Service Programs. There, recall, exchange, and service programs are listed side-by-side. The recall programs on the German list concern a battery in the 15-inch MacBook Pro, a power adapter plug with three prongs, and a Beats speaker. Service programs, on the other hand, cover malfunctions, such as the missing camera preview on the iPhone 14 Plus or power supply issues with the Mac mini with M2 chipset.
The impact of such a program is illustrated by the iPhone 14 Plus. Affected devices will be repaired free of charge for up to three years after their initial sale, and those who have already paid for repairs can contact Apple for a refund. The program itself does not extend the warranty, but it remains valid for three years independently of it.
For the iPhone Duo, the standard procedure applies until further notice. According to Apple's iPhone service page, a technician examines the device and only then determines the final fee. The warranty covers manufacturing defects for one year, but not accidental damage. Apple charges €1,149 for a new internal display outside of the warranty period.
Where affected individuals can report their situation
The memo was sent not only to Apple Stores but also to authorized Apple Service Providers. This aligns with Apple's service policy: Personal support is available at every Genius Bar and every authorized Apple Service Provider; alternatively, Apple will send a prepaid shipping box for repairs.
Apple provides a 90-day service guarantee for repairs and replacement parts, or for the remaining term of the Apple warranty, whichever is longer. A replacement device is therefore covered by a warranty for at least as long as the original Duo. How to assess a stiff hinge before it breaks is explained in the guide to iPhone Duo hinge problems.
A program would be premature
I don't currently believe a service program is necessary. Only a few cases have been reliably documented so far, and not every circulating image is genuine: MacRumors already suggested on October 26th that some of the photos were AI-generated. Given this, I consider Apple's claim of a small number of affected devices quite plausible.
The memo fits the bill. Apple Stores and authorized Apple Service Providers inspect reported devices according to the same guidelines, without Apple exaggerating the problem beyond what is documented. However, if verified reports become more frequent, the situation changes – then a program with fixed criteria, like the one for the iPhone 14 Plus, would be the right approach.
Until then, timing is crucial. If your Duo develops a crack, the device should be inspected while still under warranty, not after it has expired.
Has your iPhone Duo already been to an Apple Store or service provider with a cracked hinge, and was the replacement handled without any issues as a warranty case? Tell us in the comments how the inspection went for you.
