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The debut of Apple’s first foldable iPhone hit an early problem after some users reported broken screens just days after its release, a phenomenon already dubbed “Crackgate.”
The growing furor on social media over the iPhone Duo’s apparent problems is a rare setback for a company that stakes much of its reputation on the quality of its hardware.
It’s also a blow to Apple’s new chief executive, John Ternus, who took over from Tim Cook last month. Ternus, which investors had hoped would breathe new life into Apple’s product roadmap, is set to hold its first quarterly earnings conference call on Monday.
Apple acknowledged that a “small number” of devices crashed after the Duo was released on Friday.
“We are aware of an issue affecting the internal display of a small number of iPhone Duos,” Apple said. “If users experience any issues with their iPhone Duo screen, they should contact AppleCare for a replacement.”
Over the past week, several social media posts around the world have shown iPhone Duos exhibiting the same horizontal crack two-thirds of the way up the screen when the device is opened.
Although the extent of the problem with the Duo remains unclear, “Crackgate” evokes memories of another iPhone launch botch.
In 2010, iPhone 4 users reported dropped calls and weak signal in a phenomenon dubbed “Antennagate.” After Apple’s then-CEO Steve Jobs initially dismissed the complaints, believing that customers were “grinding it the wrong way,” the company later handed out free protective bumpers.
Apple has not announced a recall on any of its foldable devices. Such a move would be highly unusual for the company, which has historically relied on service and replacement programs to resolve problems.
This month’s launch of the Duo, which costs more than $2,000, marked the biggest design change for the iPhone in its nearly 20-year history. Apple’s entry into the foldable phone market came seven years after its main rival Samsung launched the first Galaxy Fold device.
Several other foldable phones have also faced reliability issues. In 2019, Samsung experienced initial issues with what was then a new display technology, after some review units experienced screen breakage.
Ternus said Apple waited to avoid offering a “cheap and crappy” device and instead perfected the complex engineering required to create a smooth internal screen and durable hinge.
Francisco Jeronimo, vice president of market intelligence firm International Data Corporation, said Duo’s problems showed that “even a company with Apple’s engineering resources and supply chain discipline faces a steep learning curve in foldables.”
The consistency of online reports showing cracked iPhone screens “indicates possible sensitivity in hinge tolerances or how the screen is supported when folded,” he added.
Samsung wasted no time capitalizing on this opportunity, launching an ad showcasing its thinner and lighter devices, claiming it was “years ahead in foldable devices.”
A former Apple display engineer with knowledge of its design and manufacturing processes said the most likely situation was a very small number of devices with problems that are difficult to detect in testing, given their rarity. “Even if you test 1,000 units at a time, you need at least one failure before you can start looking for the problem.”
The problem could also involve a specific faulty batch of components from a manufacturer, they added.
Early buyers of the Duo have already faced delays in their orders, with the company blaming unprecedented demand for delivery times planned for next year.
The Duo’s challenges follow an earlier problem with the iPhone’s launch this year.
Some AT&T customers who purchased the iPhone 18 Pro Max experienced permanent cellular network losses. Apple has released a software fix to prevent the issue from affecting more devices.
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