South African consumer authorities are examining reports of screen failures affecting Apple’s first foldable smartphone, the iPhone Duo. The National Consumer Commission (NCC) wants to establish whether the device develops display problems shortly after purchase. The investigation follows complaints from international customers who reported cracked, creased, or damaged screens.
The controversy, dubbed “Crackgate”, has raised questions about the durability of Apple’s premium foldable device. Moreover, the reports have attracted attention because the smartphone carries a price tag reaching R76,999 in South Africa.
South Africa’s Consumer Commission Investigates iPhone Duo
The NCC confirmed that it would engage iStore South Africa to investigate the reported display problems. iStore serves as the country’s largest official Apple product reseller.
The commission wants to determine whether customers have experienced screen failures within hours or days of purchasing their devices. However, it had not received any local customer complaints when authorities were contacted.
Similarly, Core Group, Apple’s leading distributor across Sub-Saharan Africa, reported no incidents from its South African retail partners.
Nevertheless, the NCC intends to examine the claims and assess whether the reported problems affect local customers.
What Is Behind the iPhone Duo’s Crackgate Controversy?
Reports of damaged displays began emerging shortly after the smartphone’s international launch. Several customers shared photographs and complaints across social media platforms, including Reddit.
One frequently reported problem involves a horizontal band of white pixels appearing along the display’s right-hand side. The issue becomes visible when users unfold the smartphone, potentially indicating damage around its folding crease.
An Australian customer described experiencing the problem just six hours after purchasing the device.
“Had my iPhone Duo for about six hours and had probably opened it fewer than 20 times,” one Australian user who posted their screen issues on Reddit said.
The customer explained that the problem appeared while demonstrating the folding mechanism to a friend.
“I was showing it to a friend, and as I opened it, I felt something around the internal hinge, underneath the screen.”
The user also described hearing a cracking sound before the display broke around the central hinge. According to the customer, the device showed no visible signs of previous damage.
The customer subsequently visited an Apple Store, where staff replaced the smartphone.
“I decided to head to my nearest Apple Store. They saw me straight away, apologised and replaced it with a brand-new one on the spot,” they said.
Apple Acknowledges Display Problems in Some Units
Apple acknowledged the issue in late October, confirming that a small number of iPhone Duo devices experienced inner-display problems.
The company advised affected customers to contact AppleCare for assistance.
“If users experience issues with their iPhone Duo display, they should contact AppleCare for a replacement.”
Although Apple described the problem as affecting a limited number of units, the reports have raised concerns about the durability of its first foldable smartphone.
iPhone Duo Prices Reach R76,999 in South Africa
Apple introduced the iPhone Duo as its first foldable smartphone, seven years after Samsung launched its original Galaxy Fold.
Samsung also experienced hardware problems with its first foldable devices. Early units suffered serious display and hinge issues before subsequent models received durability improvements.
Apple unveiled the iPhone Duo during its Surprise and Shine event on September 9. The smartphone subsequently entered the South African market on October 16, following a short pre-order period.
Its South African retail prices start at R47,999 for the 256GB model. Meanwhile, the top-end 2TB variant costs R76,999.
Despite the premium pricing, the device attracted considerable interest. Multiple reports indicated that the iPhone Duo quickly sold out at iStore following its launch.
The smartphone features two 48MP rear cameras, 12GB of unified memory and Apple’s A20 Pro chipset. It also supports fast wired charging.
However, its biggest attraction remains the folding Super Retina display. The screen measures 7.6 inches when unfolded and 5.4 inches when folded.
Apple has also developed a specialised interface for the foldable device. It allows active tasks to move between screens when users unfold the smartphone.
Additionally, users can operate applications simultaneously across both halves of the unfolded display. For example, they can chat on WhatsApp while playing Candy Crush on the other side.
What Rights Do South African iPhone Duo Buyers Have?
The NCC has reminded consumers that South African law protects customers who purchase defective products.
Under the Consumer Protection Act (CPA), customers can return products that fail to meet acceptable quality standards. Depending on the circumstances, suppliers must provide a refund, repair or replacement.
The commission also explained the warranty requirements when suppliers repair defective devices.
“When a supplier repairs a device, they must give a warranty of 3 months as per section 54 of the CPA,” the NCC said.
Meanwhile, Core Group advised affected customers to approach their retailers for assistance.
“In the event of a product failure as a result of a manufacturer defect, the product will be assessed for repair or replacement as required,” it said.
Apple Authorised Resellers and Apple Authorised Service Providers will assess the devices under the applicable product warranty.
As the NCC examines the reports, questions remain about the iPhone Duo’s long-term screen durability. For South African buyers paying premium prices, the investigation could prove particularly important.
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