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Sources: Apple, Yonhap and iFixit. /Graphic by Park Jong-gyu

Apple's first foldable smartphone, the iPhone Duo, is facing growing confusion over after-sales service following reports of display cracks and hinge defects shortly after its launch. Consumer complaints are mounting as a surge in repair requests has reportedly led to delays in replacement services.

According to industry sources Friday, U.S. technology news outlet PhoneArena reported Tuesday that repair requests for the iPhone Duo had increased so sharply that Apple appeared to be struggling to keep up with demand.

According to the report, one customer who requested a replacement because of a screen defect said an Apple support representative had informed them that the company was receiving too many repair requests to provide a prompt replacement.

The situation contrasts with Apple's earlier explanation that the initial display defects affected only "a small number of devices." Apple Stores and authorized service providers around the world are reportedly running short of replacement display panels as well as complete replacement devices, including refurbished and new units. In some cases, customers are said to be facing waits of several weeks or longer. 

The problem has reportedly affected even customers enrolled in AppleCare+, the company's paid protection plan. One of its key benefits, Express Replacement Service, allows customers to receive a replacement device before returning their damaged one. However, the customer in question experienced difficulties accessing the service because of insufficient replacement stock.

Apple's inconsistent handling of complaints has also sparked controversy. The same customer said Apple initially indicated that a screen problem near the hinge appeared to be a manufacturing defect when they requested a replacement. However, the customer was later told that the issue could not be covered under the free warranty and that they would have to pay for the repair.

The controversies dubbed "Crackgate" and "Gapgate," which spread across Reddit and other social media platforms shortly after the iPhone Duo's launch, have grown beyond complaints about product quality. Combined with criticism of Apple's after-sales response, they are now raising broader concerns about consumer confidence in the company.

A reader survey conducted by technology news outlet Android Authority also found that nearly 40% of respondents said the display defects had undermined their confidence in purchasing the device. 

                                                                                                             Kim Han-seul