Wednesday, July 30, 2008 -- 11:11 a.m. -- on my couch

**UPDATE 1:53 p.m. -- I just heard back from Apple and its official comment is that it has no comment. Putting my iPhone blogger hat aside and putting on my long-time customer hat, I can honestly say that this makes me quite angry. In my humble opinion, no comment is not the same as "we didn't know about that ... we'll look into it." That would be progress. No comment in the journalism world and in the customer world is usually a dead end.**

There's a lot of talk over at the Apple support forums about cracks in the casing on the iPhone 3G.

Most of the complaints appear to be from folks that have white ones, however, it could very well be that the black ones just aren't visible. The manufacturing of each is the same, so why it would affect just the white is a mystery, which is why I believe that's incorrect.

And as you read through the posts, you'll see that depending on which Apple store people are going to, well, that determines the outcome ... some geniuses replace the models, others have been denied. One poster said Rogers said it would do nothing.

Seems as though the cracks are occurring between the bezel and the volume switch. One theory is that Apple's non-recessed headphone jack was squeezed in, causing a stress fracture.

As of this moment, Apple is not recognizing this as a "known-issue," meaning they aren't acknowledging it on a mass basis and providing a unified solution. That's why folks are getting different responses depending on the store they go to for help.

Of course, it always takes a company longer than it should to declare something a known issue. Look how long it took to get Apple to talk about Mobile Me in terms of it affecting more than just an isolated bunch.

Sadly, if this cracking problem is as widespread as I think it is, recognizing it as a known problem would result in a lot of inventory changing hands ... and widespread returns while there's still a shortage probably isn't the road Apple wants to go down. However, folks are not going to accept cracked iPhones, no how, no way.

So ... if you have cracks in your iPhone 3G, would you kindly take a minute to snap a picture of it -- if you can, of course -- and send it to the e-mail address in the rail? I'd like to post a few and get the word out if there's a big problem ... perhaps the power of iPTIB can help make a difference.

I've sent a note to Apple and am hoping for an official response.

Thanks for calling.

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well i see no cracks, i have a black iphone.. i actually went to my apple store to switch out my iphone 3G... First reason - the on/off button came angled out, meant to be flat... Second- it was going crazy from applications to ipod skipping my music to the phone rebooting by itself... not good when you're on vacation in Puerto Rico with no apple store or AT&T not being able to help because they don't carry iphones in Puerto Rico... Went in yesterday and they gave me a new one straight of box! not refurbished... Also i noticed with both of my iphone 3G they already come pre-scratched around the chrome and with little white hairs trapped between the chrome and the black casing.

Apple is warm water and they need to fix it soon.

SCOTT'S REPLY: Wow! But I'm glad you were able to get a new phone. That's crazy that you were having those problems. I've heard of that happening with the buttons.

I, too, have a black iPhone and cannot see any cracks with my poor eye sight or feel any cracks.

I'll take a photo, if it's helpful, and maybe you or someone else can see something that I don't, if it's applicable.

SCOTT'S REPLY: Well, it's a great sign that you don't see anything!!

Yeah,
I'm one of the cracked white iPhone owners. Actually mine is in some of the pictures going around everywhere. 5 days and it's cracked between the volume button and the bezel. Looks like more will form if I press the volume button anymore.
It's good to see the official comment is 'no comment'. At least they know. I would like to see something done about this ASAP because it's clearly some kind of defect because I did not abuse the phone in anyway.
http://www.ehPhone.ca

SCOTT's REPLY: Thanks, Tyler, sorry to hear about that ... well, they may know, but no comment to me is completely unacceptable.

It would actually make more sense to me that white ones would break over black... different resins are needed to color the plastics and materials - and typically black is stronger than white when it comes to resins, dyes and materials. I would think it's similar to vinyl records - black is a stronger and better sounding vinyl, while colored vinyl is weaker and more for collectors and appearance purposes.

One of my friends has a small imperfection on his white - right in the center of the back there's a small bubble in the finish.

SCOTT'S REPLY: Very, very interesting. I hadn't really thought about it like that.

I have a black iPhone 3g. Visible cracks around the headphone jack.

SCOTT'S REPLY: If you could send a pic, that would be really, really helpful. Sorry to hear it.

Pretty nice of Apple to close the forum topic.

SCOTT'S REPLY: It's closed today? I checked yesterday and it was open. That's really upsetting.

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