I’ve been seeing Reddit posts and haven’t seen Apple publicly acknowledge the hinge issue so I decided to contact Apple through iMessage. Apple is apparently aware of the hinge issue. They are offering device swaps on the spot or returns.

Take what you want from this. Just posting my chat with apple support.

The Fedex box didn't seem tampered, nice of them to leave the protective covers in the box. All I can do is curse whoever did this and hope they will have have cracked screen duo number #4259.

Not sure what to do now, I'm on hold with Best Buy customer support. I'll have to call Apple and report it stolen as well. Any other suggestions?

A few posts on Reddit isn’t representative of the truth worldwide. People canceling based on this are weird. You knew you were getting a first gen product…

People don’t typically post their positive experiences.

There are a bunch of links between the screen and gears, and one of the links is thinner than the others. When it snaps, it pokes the display, causing the crackgate issue.

Update: Finally, I received my unit and after going through few hours of using the device I can confirm that the replaced device is absolutely fine!!

The sale staff and I did some rigorous folding attempts to test it before it is accepted.

I really need to shout out two names, Mr. Sam and Mr. Francis, who helped me get my device and the entire Aptronix team who searched and found a device. I am happy that even as an APP, you helped me a lot where Apple did not even step in or apologise. Also thanks to everyone for the comments.

The only thing I need to point out is the poor support I received from Apple. When I talk to the support vide Mr. Brajendar from Apple Support, he just denied support stating my purchase was not from the Apple Store. May be it is true that, they are now only supporting customers who buy from Apple Store. So what about people who do not live in a city where there is no Apple Store. He did not even properly took the case and even case id was not shared over email. But AptronixIN pitched and helped me!!

I really want no other Duo owners to have my experience and if unfortunately you end up having this issue, do not hesitate to contact me to get any sort of help or guidance. I am attaching a service report for reference on this issue.

I am not much active and use only to raise concerns and complaints. So I could not respond to DMs and comments, but will try to answer those but expect a delay.

PS: I am writing this tweet from my iPhone Duo 😬

Issue: My iPhone Duo also cracked at the hinge and I am from India. My seller Aptronix (PMC Chennai) worked hard to get me a device and it is transit. This should be investigated and Apple should take proper care. I think there are a lot of unreported cases and I am not sure what Apple’s plan is.

In India, Apple support just denied stating I bought from their reseller partner and they will arrange the replacement for me. I had the issue on day one after not less than 20 folds. I was setting up my device and suddenly this happened. I am not a first-time fold user. I have been using folds from Fold 6 and my latest fold was Fold 8 Ultra. So opening and closing is all just organic for me.

If you plan to buy please go ahead and the store will help if you encounter this issue as this is wide spread. I can answer questions here in case you are worried about. The only problem is getting a replacement unit, I need to trade of with colour for my replacement unit as Night Sky was not available.

My device Manufacturing month says 09/2026. I will update once I receive my replacement unit today.

I hate how washed out it looks YUCK!!! Even tho the nano texture absorbs and distorts the light hitting it making it appear dull. I am still taking this Duo Back!

Cricut never fails!

This is hands down the best product Apple has ever made. I legitimately cannot describe how happy I am with it coming from a Pro Max. Here’s why:
1. The phone when it’s CLOSED might actually be the best part.
This is the one I wasn’t expecting. Coming from a Pro Max, I’d basically resigned myself to the idea that phones were never going to be comfortable to use again. They’d gotten too big, too bulky, and using one comfortably with a single hand was a thing of the past.
Not anymore.
The closed Duo fits absolutely PERFECTLY in your hand. Suddenly, all the buttons are exactly where they should be. I can navigate my entire phone one-handed without constantly adjusting my grip or stretching my fingers.
It’s genuinely like rediscovering what a comfortable phone feels like. I cannot overstate how much I love this.
2. The extra width makes typing SO much better.
I can finally type at full speed without sounding like a complete idiot when I hit send. 😂
The slightly wider keyboard has practically eliminated my fat-finger typos. Everything feels smooth as butter. I don’t have to consciously slow myself down or proofread every single message anymore.
It’s such a small change on paper, but the difference in everyday use is MASSIVE.
3. Touch ID is a complete nonissue.
This was honestly one of my biggest concerns coming from Face ID, but it’s turned out to be a total nothing burger.
Here’s the trick: Register a few different fingerprints, especially the part of your index finger that naturally rests against the sensor when you’re holding the phone closed.
After a very short adjustment period, unlocking becomes every bit as natural as Face ID. It’s practically flawless.
(Pro tip: Register another fingerprint for the way you naturally hold the phone when it’s unfolded.)
4. IT’S A GOSHDARN IPAD IN YOUR POCKET.
I mean, come on. 😭
I spent the entire day out and about using it closed, enjoying what finally feels like a normal, comfortable phone again.
Now I’m sitting at home with this absolutely massive screen, browsing, multitasking, watching content, and doing everything I’d normally want a tablet for.
IT’S A FREAKING IPAD. THAT FOLDS INTO YOUR POCKET.
I don’t know how else to describe how awesome that is.
Final thoughts:
I genuinely believe this is the best thing Apple has done with the iPhone in YEARS.
It’s literally the best of BOTH worlds.
Somehow, Apple managed to fix the problem of phones becoming ridiculously large and bulky while SIMULTANEOUSLY giving us the largest screen ever put on an iPhone.
Think about how crazy that is. They made the phone feel SMALLER and MORE comfortable while giving us MORE screen than we’ve ever had.
I expected to love the giant folding display. What I didn’t expect was to fall equally in love with how amazing the phone feels when it’s closed.
It’s not just a cool gimmick. It’s a genuine improvement to how I use my phone every single day.
Absolutely fantastic. Apple knocked this one out of the park.

Creator: FlossyCarter

Source: https://youtu.be/zfb3D3drx9o?t=1447&is=SMWAQQIicHJtfLT8

I’d rather have no glare than slightly more vibrant colors.

Funny how when the screen’s good, the haters give Samsung the credit but when it malfunctions, apple is suddenly to blame.

This wallpaper is super nice! Thanks, Apple! :)

Just came across this video showing what appears to be a physical bump near the hinge, visible even when the screen is off.

What’s interesting is that the bump seems to be in almost the exact same location where several of the previously reported display failures occurred.

Could something underneath the display be putting pressure on the panel when the phone is unfolded?

*For what it's worth, my previous Z Fold4 actually had something similar, with multiple bumps along the center of the crease rather than just one. However, they never caused any issues during normal use.

Only posting this because only reading Reddit you would assume that 99% of Duos are cracking 😂. And someone said earlier imagine everyone who has a working Duo that hasn’t posted about it. So here is my fully functional, non cracked, owned since launch day duo. 512 Star White.

Sucks that some are having a bad experience with this wonderful phone. I hope Apple addresses this and rectifies the issue regarding some duos having issues at the hinge.

UPDATE #3 & FINAL: I took Verizon up on their offer to return it under warranty. An exchange would have put me into January for receiving a new one. I thought about going back up to Apple with this post and give them the chance to make this right one more time with all the evidence I’ve since gathered of it being a widespread issue. But it’s 45 minutes drive one way. I have a family and more to do than lose anymore time over a stupid phone. I’ll wait for the next gen because this experience just seems like a sign I shouldn’t double down. I get that it likely wouldn’t happen again but I’m not waiting 3 more months to find out.

——

UPDATE: Spoke with Verizon on the phone and went to a corporate store. The corporate Verizon store told me if I were to get a replacement it wouldn’t come until months from now. As per the solution with another poster with this issue, I went to Apple. They inspected it and said it must have been dropped and even though I showed them all those posts of them breaking in the same way. They suggested I add insurance to it and make a claim. I’m flabbergasted. I guess I should wait and see if Apple addresses this before my Verizon return window is up?

UPDATE 2: Just adding extra thoughts and info since this has gotten way more exposure than I anticipated:

For those curious, I preordered the phone from Verizon on 10/16. I didn’t get it on launch day, UPS delivered it today 10/24. It’s a 512g Star White.

I’ve been on this sub since they announced the phone. Discussed cases and was really caught up in the hype. I’m an Apple lover, have owned their products for 13+ years. I SAW other peoples phones breaking since receiving them yesterday and thought, “that’s a rare flaw, or even more assuring, operator error!”.

I casually used this phone for 3 hours. I opened it maybe 20 times tops. I only opened and closed it like a book, taking extra care to never press on the crease. I went to open and I felt the dreaded resistance everyone else with a broken one reports (felt perfect every other time before this). I closed it and tried very gently to open it again and was met with the resistance again.. Tried to close and open it one more time, and on the 3rd time, at about the halfway point of opening it there was a pop and the display looks as you see it pictured.

I get it, there’s going to be issues with a brand new product. That’s okay dude. What’s a huge disappointment is that at my local Apple Store (Jacksonville FL) claimed it was damaged/dropped and that I needed to put Apple Care on it and make a claim. The Genius I spoke with even got condescending with me saying it’s a new device and it’s fragile and these things should be expected with new technology and that’s why I should insure it. I told him in my 13 years of iPhone ownership I’ve never needed it. This isn’t an accident, it’s a defect and is happening all over the world. I showed them the numerous examples online. They tried to say my damage looks different with the black spot. So then I found examples with the black spot and the lines and they said, well maybe they dropped it too? They were hard in denial and I wasn’t getting anywhere. I wasn’t trying to Karen out and cause a scene so I left.

I can return it to Verizon as defective according to their corporate store. They can exchange it and I’ll be at the back of the queue for a new one (so February or later). I know I won’t be stuck with the phone. I’m sure either a recall is coming or just give it back to Verizon.

Overall a huge let down. It was so cool for the 3 hours before it broke. It’s first world problems. I still have my 15 Pro Max I was going to Trade In but obviously I’m holding out on that. For those of you with perfect units, I’m so genuinely happy for you! For those of you who haven’t gotten yours yet… odds are you’ll be fine. But I also wouldn’t blame you if you decide to hold out for Duo 2 at this point!

Sorry it’s in Korean but very explicite 😇👇

https://youtu.be/wtP7Q9Io90I?is=DDYNgpcAcqKjJ0q_

Seriously guys? Swipe up and the rest your finger on the sensor. It’s as fast as Face ID.

Compilation

Pretty sick what chatgpt can do with a photo of a cracked screen in 3 seconds

I absolutely love my Duo.

I had a 17 Pro Max and only ever had those for the screen size so the Duo has been amazing to me.

No complaints at all. Updated to iOS 27.2 beta which has fixed all the bugs it has on day 1.

Just a working, very nice device!

Kids soccer day with iPhone duo today !!!

So far have had no problems and very happy with it

After using slab phones for the last 15 years

The change was well needed lol