Apple responds to user reports of broken iPhone Duo screens on new foldable phone

Apple's first foldable phone, the iPhone Duo, hit store shelves on Friday to considerable lines and long wait times for pre-orders.

But some customers who were lucky enough to get the $1,999-and-up phone on its first weekend have been reporting a pretty big problem: The inner screen of the phone can break, showing horizontal bright lines emanating from the phone's hinge.

Apple on Monday said it was aware of the issue, which it said affected a "small number" of phones, and that it would replace the devices under its AppleCare warranty.

"We are aware of an issue impacting the inner display on a small number of iPhone Duo units," an Apple representative told CNBC. "If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement."

Apple says on its website that an inner-screen repair will be $999 for iPhone Duos that are out-of-warranty.

Most of the reports are from anonymous customers on online forums such as Reddit and X, and there are fake images online as well. But well-respected device repair firm iFixit weighed in on Sunday, after tearing down the new device and testing its resistance to dust, and theorized the issues may have to do with Apple's hinge design.

"Many of these damage reports describe folding or unfolding the phone, hearing a crunch, and pushing past it," said iFixit technician Shahram Mokhtari in its teardown video. "Right where the damage is happening, the hinge is shaped a little differently."

"The hinge is actually dozens of parts, with ludicrous precision," iFixit CEO Kyle Wiens posted on X. "A manufacturing variance or grain of sand can kill the fragile display panel it protects."

Breaking screens have been an issue with foldable phones going back to 2019, and have been seen as one of the major roadblocks to the technology's widespread adoption. That year, Samsung released one of its first folding devices, and reviewers quickly found that its inner screen cracked during normal use.

Early reviewers praised the experience of using the iPhone Duo when unfolded, especially for multitasking or media, but said that many apps had not been updated to take full advantage of the phone's larger and wider screens.

Apple said on Monday that apps were already being updated for the new foldable device.

"The response to iPhone Duo from early users has been incredibly positive, and we are seeing exciting things from developers who are rapidly updating their apps to take advantage of its unique form factor," an Apple representative said in a statement.