The first batch of "victims" of the iPhone Duo have emerged: the brand-new device suffered a sudden internal screen crack after only two days of use.

"I have been using iPhones from iPhone 6s all the way to iPhone Duo, and I never expected Apple to have such an outrageous quality issue." said Zibo (pseudonym). Two days after he received Apple's new foldable phone, after only two charges, the phone, which suffered no bumps and was opened and closed normally, "developed a white horizontal bar in the middle of the inner screen".

White horizontal bar appears on the inner screen of iPhone Duo, photo provided by the interviewee

Less than a week after the official release of iPhone Duo, many consumers have encountered the same problem as Zibo: the inner screen cracks soon after the phone is put into use, and the fault location is almost concentrated in the same position.

Up to now, Apple has not disclosed the total number of affected devices worldwide and the failure rate, nor has it announced the specific cause of the malfunction.

Problems were exposed on the very first launch of the foldable phone. Will Apple initiate a recall? In the case of non-human damage, do consumers have to bear the nearly 8000-yuan screen repair cost by themselves?

The "Crackgate" has spread to multiple markets

Zibo told China News Finance that he has already sent the cracked-screen iPhone Duo back to Apple after-sales, and was informed that he needs to wait 7 to 15 working days for the test result.

According to current consumer feedback, the main malfunction of Apple's foldable phone is that a crack appears directly above the inner screen hinge only a few hours after users get the new device. According to reports from US technology media, relevant complaints involve markets including the United States, Australia, India, Canada and China.

Bloomberg reported recently that some users reported hearing a click when unfolding iPhone Duo, followed by a large crack at the crease in the center of the screen. Some users also encountered white spots on the right side of the screen or other display faults.

According to the above report, Apple said in a statement that it is aware of the inner screen problem on a small number of iPhone Duo devices. Most Duo models are not affected, and the defect usually appears on affected devices shortly after users start using them.

On the 28th, China News Finance called Apple customer service as a consumer to inquire about the iPhone Duo screen cracking issue. The customer service representative said that no recall notice has been received, and any official information will be published on the official website.

The customer service representative said that since the usage of each customer's device is different, the specific cause of screen cracking cannot be generalized. The device itself is covered by warranty, and users encountering hardware problems can make an appointment for in-store inspection and handling. Whether consumers who have not purchased AppleCare+ can get a free device replacement is subject to the plan after the store's inspection.

Xinhua News Agency reported on the 28th that Apple admitted in a statement provided to its reporter that a small number of devices have inner screen problems, but did not announce the cause of the malfunction and the number of affected devices.

As of press time, Apple has not replied to the inquiry email sent by China News Finance regarding the inner screen cracking of iPhone Duo.

Zhang Yi, CEO of iiMedia Research, analyzed to China News Finance that the current complaints are concentrated on cracks appearing directly above the inner screen hinge, cracking along the crease accompanied by abnormal noise, which is suspected to point to problems such as out-of-control tolerance of hinge components in specific batches, and possible relaxation in assembly and quality inspection links. This means that there may be certain problems in Apple's supplier management and quality inspection processes.

Zhang Yi added that Samsung and other domestic brands of foldable phones also had similar problems in the early stage, but they were mainly concentrated in structural protection or crease durability, and the phenomenon of new phones cracking was rare.

How can consumers claim their rights?

According to the information on Apple's official website, if consumers do not purchase AppleCare+, the repair cost for inner screen damage is 7998 yuan.

AppleCare+ is a paid accidental damage protection service officially launched by Apple, which can provide unlimited repair protection for accidental damage such as drops and liquid splashes, and users only need to pay a fixed service fee each time. According to Apple's official website, after purchasing the two-year AppleCare+ priced at 2599 yuan, the service fee for inner screen damage drops to 628 yuan, with a price difference of more than ten times.

For users whose new phones already have screen cracking problems, Zhao Zhanling, a lawyer at Beijing Jiawei Law Firm, suggested that the core is to fix the comparative evidence of the "damaged state" and the "intact state at the time of delivery". The phone owner should immediately record a video of the fault, clearly shoot the full view of the crack, the appearance of the hinge and the opening and closing process; keep the purchase receipt, packaging box and three guarantees certificate. If the phone has been sent for repair, it is necessary to require Apple to issue a written test report. The oral conclusion of "human-induced damage" can hardly be used as valid evidence, which is the key to subsequent complaints or litigation. In addition, all communication records with customer service and physical stores should be kept throughout the process.

If Apple's customer service and offline direct-sale stores refuse warranty on the grounds of human-induced damage, how should consumers appeal?

Zhao Zhanling said that consumers can first ask Apple to issue a written test conclusion and basis, and claim that the device has not been disassembled or modified by a third party and is a regular genuine new device for the Chinese mainland market; secondly, they can file a complaint with the market supervision department through the 12315 platform, and the consumer protection committee or the market supervision department will intervene in mediation. If there is still no result, a lawsuit can be filed in accordance with the Consumer Rights Protection Law of the People's Republic of China. He specifically mentioned that if defects appear within six months of purchase, the burden of proof lies with the operator.

If Apple launches a recall plan later, do users who have paid for repairs on their own have the right to claim compensation for the repair costs?

Zhao Zhanling said, The legal consequence of a recall is that the producer shall bear all the costs of eliminating the defect. If the defect objectively existed before the consumer paid for the repair, the repair is essentially that the user performed the obligation of eliminating the defect on behalf of the producer, and the producer shall make compensation.

Then, what complaint volume and defect characteristics are usually required for the recall of mobile phone consumer goods? Are there any precedents in the past?

Zhao Zhanling explained that the law does not take a fixed "complaint volume" as the threshold, and the core is "unreasonable danger to personal or property safety that commonly exists in the same batch and model". In 2019, Samsung Galaxy Fold was massively stopped and recalled immediately after its official release due to screen cracking and hinge defects, which can be used as an important reference for the identification of foldable phone defects.

From a market perspective, Liz Lee, associate director of global market research institution Counterpoint Research, told China News Finance that it is currently expected that the early quality problems of iPhone Duo will not have a significant impact on sales. However, if the related problems persist, it may affect consumer confidence and push up the return rate.

This article is from the WeChat official account "China News Finance" (ID: jwview), written by Xie Jingwen, and authorized for release by 36Kr.