Apple has told its retail stores and authorized service providers how to handle reports of damaged inner displays on the iPhone Duo, according to an internal memo obtained by MacRumors.
The memo gives technicians guidance on diagnosing and addressing the problem, which MacRumors says affects a small number of units. If a customer reports it, staff are to inspect the device and repair or replace it under standard procedures.
What owners have reported
The iPhone Duo reached customers around October 23. Soon afterward, early owners began posting about cracks in the inner display, appearing as lines running down the middle and toward the right side of the screen. MacRumors reported on October 23 that the faults mostly followed the hinge, often with a line of bright pixels on one side. One owner in Australia said the screen cracked after the phone had been opened fewer than 20 times.
Apple's position
In a statement shared with MacRumors, consistent with one it issued on October 26, Apple acknowledged an issue affecting the inner display on a small number of iPhone Duo units. The company told affected customers to contact AppleCare for a replacement, either through its online support page or by calling 1-800-APL-CARE in the U.S. and Canada. Apple said most units are not susceptible and that affected units tend to show the defect fairly soon after use begins.
There is currently no recall and no public repair program, according to the report.
Cause still unconfirmed
Apple has not said what causes the problem. iFixit's teardown, published on October 25, suggested a defective hinge as a possible factor, but that is the repair specialist's reading rather than an Apple finding.
Customers who believe their iPhone Duo is affected can start a support request with Apple, and those weighing a purchase may want to watch for any further statement from the company on whether a broader program follows. Cupertino News will update this story if Apple announces one.
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