iPhone Duo Screens Crack Within 24 Hours of $2,000 Purchase

Apple's new iPhone Duo began cracking within hours of going on sale, with owners reporting a split down the middle of the inner display near the hinge. The device launched Oct. 23 at a starting price close to $2,000, with higher-end configurations running past $3,000. It is the first major product release under Apple CEO John Ternus.

Jesse Dalton, who lives near Frisco, Texas, bought a Duo on its release day. He told CBS News he was opening the device when the hinge resisted halfway up. "Just pushed past it, assuming it was just stuck on the case or something for some reason, and the whole thing just snapped. I just heard a loud pop, and the screen just cracked right in the middle," Dalton said. "I didn't even make it through setup."

Dalton paid about $800 for the 512-gigabyte model through an AT&T trade-in promotion; the full retail price is roughly $2,200. An Apple Store near him had a replacement in stock, and the swap took about 30 minutes. He still hesitates when opening the device. "Every time I open it, I kind of have a little pause where I'm waiting to see if it catches that same way," he said.

Justin Smith bought a Duo as a graduation gift for his wife, Roneshia. She said the inner screen broke the next morning, less than 24 hours after purchase. "We both woke up, and like most people, I grabbed my phone off the nightstand. I went to open it up like a book, and I realized I just could not get it open. It was a lot of resistance," Roneshia said. "When I finally was able to get it opened, that's when we heard the crack noise, like an egg cracking."

Apple Store staff told her the device could not be repaired and that a replacement was the only option. She does not know when a new unit will arrive. "I'm kind of stuck in this limbo," she said.

Apple told CBS News it is aware of the issue. "We are aware of an issue impacting the inner display on a small number of iPhone Duo units. If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement," the company said in a statement. Apple also said early user response has been positive and that developers are updating apps for the device's form factor.

Lance Ulanoff, editor at large at TechRadar, said the Duo's folding screen combines an OLED panel, glass, a plastic covering and a mechanical hinge. He identified the ultra-thin glass as the most fragile layer. Ulanoff also called Apple's quick acknowledgment unusual for the company. "I honestly was shocked that Apple responded and acknowledged that they had seen a small number of these things. That's not typical of Apple to do that," he said.

Ulanoff has used a Duo for a week and a half without trouble. He advised owners with damaged screens to book an Apple Store appointment rather than walk in. Apple is scheduled to hold a product event in Los Angeles this week, where it is expected to show a touchscreen laptop.