The launch of Apple’s first-ever foldable phone has been marred by what the internet has dubbed ‘Crackgate’.
Some new iPhone Duo owners have reported that the device’s hinged inner screen is breaking within hours of unboxing. The display debacle has affected handsets worldwide, including in Australia (where Duo prices range from $3,499, to an eye-watering $5,899).
If you’ve splashed out on the new iPhone Duo, there’s no need to panic. So far, it’s a tiny minority of users reporting problems, so chances are you won’t be impacted - assuming you can actually get your hands on a device.
The Duo is currently on back order globally, thanks to a combination of high demand and ongoing supply issues. Order directly from the Australian Apple store, and you’ll be given an expected January 2027 delivery date.
Apple’s iPhone Duo is already a late arrival to the foldable phone game, launching seven years after rival Samsung debuted its first Galaxy Fold. Ironically, the wait is mostly due to the time and effort Apple invested into engineering the very same hinge mechanism and specialised screen that’s now creating issues.
What to do if your iPhone is faulty
Whether it’s a screen crack, bad battery or other issues: if your iPhone is a dud, grab your receipt and contact the seller ASAP.
Replacing an iPhone bought from the Apple Store
Customers buying directly from the Apple Store can request a replacement through AppleCare product support.
You can do this through Apple’s website, or by making an appointment at the nearest Apple Store Genius Bar.
Replacing an iPhone bought from another retailer
If you’re buying from an authorised Apple reseller, like JB Hi-Fi or Harvey Norman, you can return any faulty iPhones to the place of purchase.
If the iPhone was ordered online, a return/refund request can generally also be submitted through the retailer’s website or customer support service. For more information, check with the retailer directly.
Replacing an iPhone bought on a telco plan
If your new phone came from Telstra, Optus or Vodafone - either bought outright or on a payment plan - you can contact the telco directly in store, online or over the phone to report an issue.
Depending on how quickly the fault is confirmed, your telco may be able to replace the device completely. Otherwise, you may be offered a repair or replacement under warranty.
Telstra, Optus and Vodafone each also offer add-on screen repair and early upgrade access through their respective Upgrade and Protect programs These optional extras allow you to upgrade early if your device is damaged, but require an ongoing monthly fee.
AppleCare and customer warranties: Your options
Your new iPhone is automatically covered for a period by Apple’s included Limited Warranty, as well as Australian Consumer Law. This means you’re entitled to repairs, a refund or a replacement product if your iPhone is defective.
When you buy an Apple product, you also have the option to add AppleCare+, the company’s specialised warranty program that offers extended coverage for loss or damage. AppleCare+ is not mandatory, and doesn’t override the protections you already have under Australian law.
You won’t need to buy an AppleCare+ plan to be entitled to a replacement or refund if your new iPhone breaks down within a ‘reasonable period’ from the date of purchase. Apple’s Limited Warranty applies for two years, but Australian Consumer Law states that you may be able to claim a replacement phone more than 24 months after purchase, depending on the fault.
When should you buy AppleCare+?
AppleCare+ offers additional coverage for accidental damage, issues caused by normal wear and tear, or theft and loss. This is available as a monthly or yearly subscription, either for one single Apple Product (AppleCare+), or as a package for up to three Apple products (AppleCare One).
AppleCare+ pricing will vary based on your model of iPhone. Currently, the iPhone Duo can be covered for $299.99 for a one year plan, or $29.99 monthly.
For your money, you’ll get priority 24/7 Apple tech support, unlimited repairs for accidental damage (requires a $149 service fee), and up to two replacements per year for theft or loss (for a $229 service fee).
This could come in handy if you’re prone to losing or breaking your device, but weigh up the cost and repair fees before you decide.
