Apple recently launched its first folding smartphone, the iPhone Duo, which has generated significant excitement among consumers. Released just last week, the device features a unique design that opens like a passport booklet. The demand for the iPhone Duo was overwhelming, leading to online orders selling out within minutes and long queues forming outside retail outlets worldwide.

However, shortly after the launch, some early adopters reported issues with the device’s inner display. These problems have raised concerns among users who were eager to experience the new technology. Fortunately, Apple has responded swiftly to these complaints, announcing a replacement programme for affected units.

Details of the Screen Issue

Reports began surfacing over the weekend regarding the inner display of the iPhone Duo, with users sharing images of cracks and lines appearing along the central hinge. Many customers experienced these issues shortly after using the device for the first time, leading to widespread dissatisfaction. In response to the growing concerns, Apple confirmed the issue on Monday, stating, “We are aware of an issue impacting the inner display on a small number of iPhone Duo units.”

Despite the manufacturing complexities associated with the iPhone Duo, Apple reassured customers that the defect affects only a limited batch of devices. Analysts had already anticipated potential supply shortages due to the phone’s intricate design, and this new issue has compounded those challenges.

Apple’s prompt acknowledgment of the problem is seen as a crucial step in managing customer expectations and maintaining brand reputation. The company’s transparency in addressing the issue has been noted positively by industry observers.

Understanding the Cause of the Damage

While Apple has not provided a detailed explanation for the screen damage, repair specialists at iFixit have conducted an analysis based on teardown footage and other technical evaluations. Their findings suggest that the damage is occurring near a display cable and a central support bar within the hinge mechanism.

According to iFixit, when the device is folded, the support bar is designed to retract, relieving pressure on the screen. If this mechanism fails, it can create a “stress hotspot” that leads to internal cracks in the display. Despite this concern, iFixit has rated the iPhone Duo as the most repairable foldable phone they have encountered to date, indicating that repairability remains a strong point for the device.

Replacement Process for Affected Customers

For customers experiencing issues with their iPhone Duo screens, Apple is offering a full replacement of the affected units. The company has advised users to contact AppleCare directly for assistance, stating, “If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement.” Notably, an active AppleCare+ subscription is not required to qualify for this replacement.

Customers who purchased the device through mobile carriers are encouraged to bypass their carriers and reach out directly to AppleCare for a more efficient resolution. This proactive approach has been praised by industry experts, including Francisco Jeronimo from market research firm IDC, who commended Apple’s swift response as a commendable first step in managing the situation.

By addressing the issue transparently and promptly, Apple aims to mitigate potential damage to its brand image, drawing parallels to how Samsung handled similar challenges during the launch of the original Galaxy Fold in 2019.

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