iPhone Duo inner display line one day after pickup — charged $29.99 fee while others got free replacements

Pé900 wrote:

I pre-ordered a Star White 256GB iPhone Duo on October 16, 2026 and picked it up on October 23, 2026. The very next day, October 24, a bright horizontal line and a dark blotch appeared on the inner folding display near the hinge. I never dropped the phone or hit it against anything. At the store I was told there would be a fee, and that all customers in this situation pay it, so I believed it was standard. Only afterward did I learn this kind of defect is a manufacturing defect that should be repaired or replaced with no charge. Apple recorded it as an "internal crack," charged me a $29.99 + tax AppleCare screen service fee, and refused a refund even after escalation to a senior advisor. I have photos and video showing the exterior is completely like new with no drops or impacts, and the defect lies beneath the inner display. I have also found many customers online reporting the same defect who received free replacements, while I was charged $29.99 + tax. I do not object to paying a legitimate fee — I object to being told the fee was mandatory when a manufacturing defect should cost nothing. Buyers considering this foldable should know the inner display can fail this way within a day of pickup, and Apple may treat it as accidental damage.

I'm sorry you had this experience, but this is a user to user only forum, not Apple Support. Did this happen at an official Apple Store or was this with an Apple Authorized Seller? There is a difference. If you buy from an Authorized Seller, but not Apple directly, you are bound by the return policy of the seller.

If you bought it from an Authorized Seller, you need elevate your concern with them. If you bought it from Apple directly at an Apple Store, I'd contact Apple Support and you can do that here --> Contact - Official Apple Support

You need to have Apple perform diagnostics on your iPhone. It can be done in person at an Apple Retail Store or at an Apple Authorized Service Provider. You can also contact Apple Support and request remote diagnostics.

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Hi, this is not Apple Support. Apple and Apple Support do not participate in the communities here. They only moderate our posts to insure all user guidelines are followed in regard to content and user behavior. Your comments will not be reviewed by Apple. Apple may make changes based partially on the feedback they receive through their official channel, linked below .

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Without knowing the stores involved etc. it’s impossible to comment. You’ll need to discuss the matter with the management team at the store your using. Good luck.

I’m having that problem as well speak just open it up and heard a loud popping sound and a white line on the right side of the screen just got it on release day