In a memo shared with Apple Stores and Apple Authorized Service Providers this week, and later obtained by MacRumors, Apple provided technicians with guidance on how to diagnose and address the iPhone Duo's inner display cracking issue.
If a customer reports the issue, Apple advised technicians to inspect the iPhone Duo and repair or replace it in accordance with their standard procedures. While the instructions themselves are straightforward, the fact that Apple issued an internal memo suggests the issue is widespread enough to warrant official guidance.
Apple's memo said the issue affects a small number of iPhone Duo units, which is consistent with what it said in a public statement on Monday.
"We are aware of an issue impacting the inner display on a small number of iPhone Duo units," said Apple, in a statement shared with MacRumors. If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement." You can get support on Apple's website or by calling 1-800-APL-CARE in the U.S. and Canada.
Apple said most iPhone Duo units are not susceptible to this issue and that impacted units appear to exhibit the defects rather quickly after usage.
Apple said there is no iPhone Duo recall, and the company has yet to launch a public-facing repair program on its website for this issue.
Almost immediately after the iPhone Duo began arriving to customers a week ago, a handful of early adopters reported that the device's inner display had cracked, resulting in lines appearing down the middle and towards the right side of the screen.
The electronics repair website iFixit completed an iPhone Duo teardown and said that the issue is likely related to a defective hinge on affected units. However, Apple has yet to comment on the underlying cause of the issue.
