New Delhi: Apple has issued fresh instructions to its retail stores and authorised service providers on how to handle reports of inner-screen cracking on the iPhone Duo, its first foldable smartphone. The guidance asks technicians to inspect affected devices and repair or replace them in accordance with the company’s standard service procedures.

The move follows reports from early buyers who noticed cracks and bright lines appearing on the phone’s inner display, particularly around the central hinge. Apple has acknowledged that a small number of iPhone Duo units are affected, but has not disclosed the exact number of devices or explained what is causing the damage.

The latest instructions, shared through an internal memo obtained by MacRumors, provide service teams with a process for dealing with customer complaints. Apple has not announced a recall or introduced a separate public repair programme for the issue.

What Apple’s new instructions tell technicians

According to the reported internal memo, Apple has asked its retail stores and authorised service providers to examine iPhone Duo units when customers report inner-display problems.

Technicians are expected to assess the affected device and decide whether it should be repaired or replaced under the company’s existing service procedures. The instructions are intended to provide a consistent approach across Apple’s retail and authorised repair network.

The guidance follows Apple’s earlier public response to reports of display failures. The company said it was aware of an issue affecting a small number of iPhone Duo units and advised customers experiencing problems to contact AppleCare for a replacement.

Apple has maintained that most devices are not affected and that problems appear relatively soon after use in the affected units. It has not provided a detailed technical explanation or confirmed whether a particular component is responsible.

The internal guidance is significant because it gives service teams a formal process to follow. However, it should not be interpreted as confirmation of a widespread defect or a product recall.

Users report cracks near the central hinge

Reports of damage began circulating shortly after the iPhone Duo reached early buyers. Some owners shared photographs showing cracks or bright lines on the inner display, with several reports pointing to the area around the central fold.

In some cases, users described a line of faulty pixels running from the hinge towards the right side of the screen. Others reported unusual resistance or a popping sensation while opening the device before noticing the display damage.

One case reported by MacRumors involved an iPhone Duo owner in Australia who said the screen developed a crack after fewer than 20 opening cycles. The owner said there was no visible external damage before the problem appeared.

These reports have raised questions about the durability of the device’s folding mechanism. However, the number of complaints circulating online does not establish the overall failure rate. Apple has described the issue as affecting only a small number of units and has not published a confirmed figure.

There have also been concerns about the reliability of some images shared online, with reports that a few purported examples may have been digitally generated. This makes it important to distinguish verified customer cases from unconfirmed social media posts.

iFixit points to a possible hinge-related problem

Repair specialist iFixit has examined the iPhone Duo’s construction and offered a possible explanation for the reported damage. Its analysis suggests that a central support bar inside the hinge may not be retracting properly when the phone is folded.

If that component does not move as intended, it could place additional pressure on a concentrated area of the flexible inner display. Repeated folding could then contribute to damage around the hinge.

The explanation is based on teardown material, patents and imaging used to model the hinge mechanism. It remains a technical theory rather than a confirmed diagnosis.

Apple has not publicly identified the cause of the cracking and has not endorsed iFixit’s explanation. Other factors, including a manufacturing issue or mechanical stress within the hinge assembly, have also been discussed in coverage of the reports.

The distinction matters because the appropriate long-term solution will depend on the actual cause. A manufacturing defect, a component that does not move correctly and damage caused by foreign material inside the hinge could require different engineering responses.

Repairs could be expensive outside warranty

The inner display is one of the most complex components in a foldable smartphone. Replacing it can require substantial disassembly and careful handling of the hinge and flexible display assembly.

iFixit gave the iPhone Duo a provisional repairability score of 5 out of 10. While it described the device as the most repairable foldable phone it had examined, it also noted the complexity involved in repairing the inner screen.

The repair website cited a US out-of-warranty inner-display repair cost of $999. This is a US price reference and should not be treated as a confirmed repair charge for customers in India.

For affected customers, Apple’s advice is to contact AppleCare or visit an authorised service provider for an assessment. The company has not announced a separate public repair programme specifically for this issue.

What iPhone Duo owners should do

Customers who notice cracks, bright lines, display distortion or unusual behaviour around the hinge should contact Apple support rather than attempting to open or repair the device themselves.

Owners should retain their purchase invoice and any service documentation. They can also record photographs or videos showing the display problem before taking the device for inspection.

Apple’s reported instructions indicate that service teams will assess the device and determine the appropriate action under standard procedures. Customers should ask the service provider to explain the inspection outcome and whether repair or replacement is being offered.

The company has not said that every iPhone Duo owner needs to take preventive action. Its public position is that the issue affects a small number of devices.

No recall announced as Apple monitors reports

The latest service guidance is another development in the early weeks of Apple’s entry into the foldable smartphone market. The iPhone Duo’s inner display and hinge are central to its design, making reliability particularly important for a product that must withstand repeated opening and closing.

For now, Apple is addressing reported cases through its existing inspection and service process. It has not announced a recall, confirmed the precise cause of the cracking or disclosed how many devices have been affected.

The company’s handling of customer complaints and the findings from further technical investigations will be important in determining whether the problem remains limited to isolated units or requires a broader response.