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iPhone5 replacement battery scheme - Help please!
SurfDJ
Posts: 26 Forumite
Hi,
Recently Apple issued a statement to the effect that they had supplied a 'few' iPhone5 phones with a faulty battery at point of sale.
I was one of the unlucky ones to receive one of these defective phones (verified by entering my serial number on their website).
Unfortunately the phone was purchased from the now closed Phones 4u group.
After less than a year of owning the phone I had a few problems develop with it. The battery was one of them, but at the time it was not a major problem regards my usage.
Looking online at Apple's website I saw that I could run a diagnostic of my phone online; which I did. Out of all the problems I was experiencing (loss of 3G signal, home button problems, and loss of battery life), the diagnostic only showed up that there was a power issue.
A short while later, the problems persisting, I contacted Apple by phone. The tech guy, while on the phone, then ran another diagnostic while my phone was connected to my laptop. He mentioned that a few issues had flagged up but didn't actually say what they were. I did ask if 'power' was one of them, to which he replied 'No'. I found this strange and mentioned my previous diagnostic result but nothing more was discussed as he said it didn't come up on this diagnostic.
As I hadn't upgraded to IOS7 at this time, the tech guy recommended I back up my phone, do a reset and install IOS7. He said this should solve the problems I was experiencing. I duly obliged and went about using my phone to see if the problems persisted.
The number one issue I was having at that time was the 3G dropping out whenever I made a phone call. It would not turning on again until I had switched the 'airplane mode' on and off again (the quickest way to turn mobile data off and on); a solution I found online that instantly brought 3G service back. The IOS update didn't really solve this problem and it still persists to this day.
As the phone was still relatively usable I didn't pursue these issues due to time constraints, and figuring that as 1 year had passed since Apple wouldn't be obliged to rectify these issues.
Since that time though the battery has progressively got worse. To the extent that it rarely lasts more than a few hours even with minimal use. So much so I now carry an external power pack to charge the phone while on the move if need be.
More recently it came to my attention that Apple had issued a statement saying that some iPhone 5 phones were sold with a faulty battery. At which point I checked their website to find mine was one of those 'few'. I saw few as, by many accounts, some Apple stores were 'running out of batteries' to fit to the number of phones being brought in under this scheme.
As I have a friend who works for CarPhoneWarehouse, I asked him about this scheme. He informed me that as my screen had a small crack (top corner - not even covering the display) that Apple would charge me x amount to fix my screen before they would change the battery. My friend quoted me approx £80.
Due to my lifestyle I am not very good at making appointments. So I endeavoured to find out (before I made an appointment with the 'Genius Bar' to have my phone looked at) if it was true that Apple would charge for my screen to be replaced before they would fix the faulty battery. This involved a phone conversation with a gentleman called 'Phil' at one of the Apple Stores near me. Phil informed me that it would be no problem to fix the battery with a slightly damaged screen. I also took the phone into the same Apple Store (minus an appointment) for them to look at and advise me. They explained (after seeing my phone) that it was down to the technician who did the repair work to decide if the screen would need replacing or not prior to the battery replacement.
With this in mind I tried to make an appointment with the Genius Bar, but all available ones were so far in the future I was unable to commit to a specific time.
Some more time passed and the battery got even worse. Eventually I found myself passing the Apple flagship store on Regents Street London. I called in to see if they could maybe fix it on the spot. Understanding of my predicament regarding not being able to commit to an appointment they put my inline to be seen as part of their 'new' walk-in service. I was to be told at the end of the line, after waiting 20 odd minutes, whether there was a free slot for the genius bar.
Unfortunately there was not. However, the rep who served me looked at my phone and offered a solution. He would arrange for my phone to be collected by courier and taken away and fixed. I enquired as to the screen being an issue and he said it would not be a problem. I said I didn't want to be without my phone, to which he replied that Apple would provide a phone which the courier would drop off when collecting mine and that I wouldn't be without a phone; the number would even be the same. I was impressed at this point. The rep led me away to a computer to arrange for this service. However, somehow, he became too busy to arrange this himself and he left me in front of a computer to log in to my Apple account and arrange for a 'call-back' for tomorrow; someone over the phone would then arrange for this collection and loan service.
The next day Apple called. However, there was a problem with the line as I could hear an echo. The Apple guy said he would call me back. 2hrs later I get a message on my phone saying I had a missed call two hours ago. I had waited with phone in hand in an area with known good service. This is a new/side issue which seems to be happening more recently; I have the phone in my hand waiting for a call, I can see the signal is strong and yet the person calling me can't get through. I'll even get messages while holding my phone waiting for a call telling my that someone tried to call 'now'. Obviously my phone didn't even ring when Apple were attempting to call me back.
Eventually, after needing to scheduled another call-back, someone from Apple called. This time a lady. She explained to me that she could arrange for my phone to be picked up, but in order to have a loan phone they would need a payment, my phone being out of warranty. I told her what the shop guy in the Regents St store had said and she wasn't interested; I either paid up or lost use of my phone for the duration. I said I couldn't not have my phone and agreed that I would try making an appointment with the Genius Bar. She scheduled two separate appointments so that I had a chance of making one.
As it happened I made the first one. After waiting 20mins past my appointment time I was eventually seen. Only to be told that as my screen was damaged I'd have to have it fixed at a cost of £99 before they would replace the battery. They went to great pains to point out the statement to that effect on their website. After explaining that I was quite happy with the screen as it did not hamper my use of the phone and was loath to pay £99 to have it fixed, the 'genius' called over a manager to discuss the issue. He explained that the repair process is one that may cause the screen to crack more than it already is and as such Apple were not willing to replace the battery on phones with cracked screens, nor pay for any damage they may cause in doing so; quite contrary to what other Apple employees had already told me.
So after quite an effort trying to sort out these problems, of which the battery is now the main one, I find I have a phone that is almost unusable for it's intended purpose. My rights with regards goods faulty at time of sale say that it is the retailer who is obliged to resolve this issue; something the Apple Manager was quite indulgent in pointing out.
My issue is this. Apple have admitted, after a long period from it's initial launch, that they produced defective iPhone5 products. They will seemingly happily take any opportunity not to have to replace these batteries (going of other peoples' experiences). And their reason is that if THEY damage the product anymore through their repair techniques, then I should be liable to pay for the damages they would cause in doing the repair. Also, it seems from other's experiences posted online that some people have had their battery replaced even though there was damage to their screens, which smacks of double standards to me. I also have the added problem of not being able to go back to Phones 4U to resolve this (I have contact PWC, their administrators about this though and hopefully they will be more forthcoming that Apple).
I have also more recently discovered, while searching through other peoples experiences with Apple, that there was a Home Button repair scheme also initiated by Apple. For which my phone also qualified. I'm not sure if this scheme was in effect when I contacted Apple originally by phone, but if so I would assume they had a duty to inform me of this scheme?
Seeing as I have lived with a faulty product for over 2 years now I would have thought that maybe Apple would be interested in not only providing me with a product as it should have been supplied originally, but maybe they would also want to keep me onboard as a customer and would offer to pay for the damage they would cause as a result of having to replace the battery, as some kind of apology for having to use a faulty product for all that time.
I also have an issue that the first diagnostic flagged up a power issue. However, somehow this had disappeared by the time the second one was conducted when on the phone with Apple. At this time the phone was under warranty and I could have maybe had a replacement battery if the second diagnostic would have also flagged it up as an issue, the screen not being cracked at this point.
Can anyone offer any advice on all of this? Sorry for the wall of text, I hope it's conveyed how frustrating this whole experience has been. I really would like to get my battery fixed as the phone is nigh on pointless for it's intended purpose at the moment. I know I can get the screen replaced on the high street for a lot cheaper than Apple would charge. However, from reading other people's experiences online it seems that if I do this, as the screen would be from a 3rd party, this also nullifies my phone's qualification for the replacement battery scheme. So my only options now seem to be; pay Apple for breaking my screen so they can fix a problem they manufactured, or keep 'using' my phone for the short periods of time it has power for.
Without wanting to be too indignant, I really would advise people to err on the side of caution when purchasing future Apple products. Reading reports online it would seem that their fabled customer service is not what it once was. Talking to anyone with any authority within the company is nigh on impossible; so getting problems with their products resolved leaves you at the mercy of their shop staff who seemingly operate on an case by case basis and not a unified strategy. This is seemingly compounded by the reports, and evidence, that they supply products which are defective at point of sale, and that they release new operating systems riddled with bugs, with the potential to seemingly cripple ones existing products (which are likely out of warranty at the time of these updates and so are unwilling to provide solutions to, unless you pay of course).
Any help or comments you have would be greatly appreciated. If you are in the same situation as me it would be great to also hear your experience.
Many thanks
DJ
Recently Apple issued a statement to the effect that they had supplied a 'few' iPhone5 phones with a faulty battery at point of sale.
I was one of the unlucky ones to receive one of these defective phones (verified by entering my serial number on their website).
Unfortunately the phone was purchased from the now closed Phones 4u group.
After less than a year of owning the phone I had a few problems develop with it. The battery was one of them, but at the time it was not a major problem regards my usage.
Looking online at Apple's website I saw that I could run a diagnostic of my phone online; which I did. Out of all the problems I was experiencing (loss of 3G signal, home button problems, and loss of battery life), the diagnostic only showed up that there was a power issue.
A short while later, the problems persisting, I contacted Apple by phone. The tech guy, while on the phone, then ran another diagnostic while my phone was connected to my laptop. He mentioned that a few issues had flagged up but didn't actually say what they were. I did ask if 'power' was one of them, to which he replied 'No'. I found this strange and mentioned my previous diagnostic result but nothing more was discussed as he said it didn't come up on this diagnostic.
As I hadn't upgraded to IOS7 at this time, the tech guy recommended I back up my phone, do a reset and install IOS7. He said this should solve the problems I was experiencing. I duly obliged and went about using my phone to see if the problems persisted.
The number one issue I was having at that time was the 3G dropping out whenever I made a phone call. It would not turning on again until I had switched the 'airplane mode' on and off again (the quickest way to turn mobile data off and on); a solution I found online that instantly brought 3G service back. The IOS update didn't really solve this problem and it still persists to this day.
As the phone was still relatively usable I didn't pursue these issues due to time constraints, and figuring that as 1 year had passed since Apple wouldn't be obliged to rectify these issues.
Since that time though the battery has progressively got worse. To the extent that it rarely lasts more than a few hours even with minimal use. So much so I now carry an external power pack to charge the phone while on the move if need be.
More recently it came to my attention that Apple had issued a statement saying that some iPhone 5 phones were sold with a faulty battery. At which point I checked their website to find mine was one of those 'few'. I saw few as, by many accounts, some Apple stores were 'running out of batteries' to fit to the number of phones being brought in under this scheme.
As I have a friend who works for CarPhoneWarehouse, I asked him about this scheme. He informed me that as my screen had a small crack (top corner - not even covering the display) that Apple would charge me x amount to fix my screen before they would change the battery. My friend quoted me approx £80.
Due to my lifestyle I am not very good at making appointments. So I endeavoured to find out (before I made an appointment with the 'Genius Bar' to have my phone looked at) if it was true that Apple would charge for my screen to be replaced before they would fix the faulty battery. This involved a phone conversation with a gentleman called 'Phil' at one of the Apple Stores near me. Phil informed me that it would be no problem to fix the battery with a slightly damaged screen. I also took the phone into the same Apple Store (minus an appointment) for them to look at and advise me. They explained (after seeing my phone) that it was down to the technician who did the repair work to decide if the screen would need replacing or not prior to the battery replacement.
With this in mind I tried to make an appointment with the Genius Bar, but all available ones were so far in the future I was unable to commit to a specific time.
Some more time passed and the battery got even worse. Eventually I found myself passing the Apple flagship store on Regents Street London. I called in to see if they could maybe fix it on the spot. Understanding of my predicament regarding not being able to commit to an appointment they put my inline to be seen as part of their 'new' walk-in service. I was to be told at the end of the line, after waiting 20 odd minutes, whether there was a free slot for the genius bar.
Unfortunately there was not. However, the rep who served me looked at my phone and offered a solution. He would arrange for my phone to be collected by courier and taken away and fixed. I enquired as to the screen being an issue and he said it would not be a problem. I said I didn't want to be without my phone, to which he replied that Apple would provide a phone which the courier would drop off when collecting mine and that I wouldn't be without a phone; the number would even be the same. I was impressed at this point. The rep led me away to a computer to arrange for this service. However, somehow, he became too busy to arrange this himself and he left me in front of a computer to log in to my Apple account and arrange for a 'call-back' for tomorrow; someone over the phone would then arrange for this collection and loan service.
The next day Apple called. However, there was a problem with the line as I could hear an echo. The Apple guy said he would call me back. 2hrs later I get a message on my phone saying I had a missed call two hours ago. I had waited with phone in hand in an area with known good service. This is a new/side issue which seems to be happening more recently; I have the phone in my hand waiting for a call, I can see the signal is strong and yet the person calling me can't get through. I'll even get messages while holding my phone waiting for a call telling my that someone tried to call 'now'. Obviously my phone didn't even ring when Apple were attempting to call me back.
Eventually, after needing to scheduled another call-back, someone from Apple called. This time a lady. She explained to me that she could arrange for my phone to be picked up, but in order to have a loan phone they would need a payment, my phone being out of warranty. I told her what the shop guy in the Regents St store had said and she wasn't interested; I either paid up or lost use of my phone for the duration. I said I couldn't not have my phone and agreed that I would try making an appointment with the Genius Bar. She scheduled two separate appointments so that I had a chance of making one.
As it happened I made the first one. After waiting 20mins past my appointment time I was eventually seen. Only to be told that as my screen was damaged I'd have to have it fixed at a cost of £99 before they would replace the battery. They went to great pains to point out the statement to that effect on their website. After explaining that I was quite happy with the screen as it did not hamper my use of the phone and was loath to pay £99 to have it fixed, the 'genius' called over a manager to discuss the issue. He explained that the repair process is one that may cause the screen to crack more than it already is and as such Apple were not willing to replace the battery on phones with cracked screens, nor pay for any damage they may cause in doing so; quite contrary to what other Apple employees had already told me.
So after quite an effort trying to sort out these problems, of which the battery is now the main one, I find I have a phone that is almost unusable for it's intended purpose. My rights with regards goods faulty at time of sale say that it is the retailer who is obliged to resolve this issue; something the Apple Manager was quite indulgent in pointing out.
My issue is this. Apple have admitted, after a long period from it's initial launch, that they produced defective iPhone5 products. They will seemingly happily take any opportunity not to have to replace these batteries (going of other peoples' experiences). And their reason is that if THEY damage the product anymore through their repair techniques, then I should be liable to pay for the damages they would cause in doing the repair. Also, it seems from other's experiences posted online that some people have had their battery replaced even though there was damage to their screens, which smacks of double standards to me. I also have the added problem of not being able to go back to Phones 4U to resolve this (I have contact PWC, their administrators about this though and hopefully they will be more forthcoming that Apple).
I have also more recently discovered, while searching through other peoples experiences with Apple, that there was a Home Button repair scheme also initiated by Apple. For which my phone also qualified. I'm not sure if this scheme was in effect when I contacted Apple originally by phone, but if so I would assume they had a duty to inform me of this scheme?
Seeing as I have lived with a faulty product for over 2 years now I would have thought that maybe Apple would be interested in not only providing me with a product as it should have been supplied originally, but maybe they would also want to keep me onboard as a customer and would offer to pay for the damage they would cause as a result of having to replace the battery, as some kind of apology for having to use a faulty product for all that time.
I also have an issue that the first diagnostic flagged up a power issue. However, somehow this had disappeared by the time the second one was conducted when on the phone with Apple. At this time the phone was under warranty and I could have maybe had a replacement battery if the second diagnostic would have also flagged it up as an issue, the screen not being cracked at this point.
Can anyone offer any advice on all of this? Sorry for the wall of text, I hope it's conveyed how frustrating this whole experience has been. I really would like to get my battery fixed as the phone is nigh on pointless for it's intended purpose at the moment. I know I can get the screen replaced on the high street for a lot cheaper than Apple would charge. However, from reading other people's experiences online it seems that if I do this, as the screen would be from a 3rd party, this also nullifies my phone's qualification for the replacement battery scheme. So my only options now seem to be; pay Apple for breaking my screen so they can fix a problem they manufactured, or keep 'using' my phone for the short periods of time it has power for.
Without wanting to be too indignant, I really would advise people to err on the side of caution when purchasing future Apple products. Reading reports online it would seem that their fabled customer service is not what it once was. Talking to anyone with any authority within the company is nigh on impossible; so getting problems with their products resolved leaves you at the mercy of their shop staff who seemingly operate on an case by case basis and not a unified strategy. This is seemingly compounded by the reports, and evidence, that they supply products which are defective at point of sale, and that they release new operating systems riddled with bugs, with the potential to seemingly cripple ones existing products (which are likely out of warranty at the time of these updates and so are unwilling to provide solutions to, unless you pay of course).
Any help or comments you have would be greatly appreciated. If you are in the same situation as me it would be great to also hear your experience.
Many thanks
DJ
0
Comments
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Sorry gave up after the third paragraph.
Can you review please, 10 short bullet points should do.0 -
Sorry as above, I also gave up.
The phone has a problem with the battery and then I got lost0 -
I Made it as far as Regent Street before giving up, way too much written and mostly completely irrelevant to whatever issues you're having.
Please come back with a shorter and easier to read version, and you will get some better replies0 -
They've explained why they need to replace the screen and it is really quite understandable. If the screen cracked further while they are taking it apart why should they be responsible for a breakage that wasn't there fault. I doubt very much if you would be happy to get it back with a worse crack in the screen even if it was possible to put it back together.0
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They sold him a faulty iphone ( confirmed by them ) but because it now has a cracked screen they wont fix the original faults with the iphone unless he pays for them to fix the screen ( £99 )
SO basically he is being made to pay £99 for them to fix the faults they supplied him with originally even tho he is happy with the small crack in the screen
As short as i can make it! haha0 -
They sold him a faulty iphone ( confirmed by them ) but because it now has a cracked screen they wont fix the original faults with the iphone unless he pays for them to fix the screen ( £99 )
SO basically he is being made to pay £99 for them to fix the faults they supplied him with originally even tho he is happy with the small crack in the screen
As short as i can make it! haha
Not quite.
Phones4U sold him an iPhone that went faulty some months later (12 months I think, there's too much text to go back and check), he couldn't be bothered to get it fixed, went to Apple who had a battery replacement program, couldn't be bothered to make an appointment, and now 2 years later is complaining because Apple want to repair the damaged screen before doing the free battery replacement.====0 -
A pragmatic solution would be to buy a replacement battery from Amazon, they're about £12 including the tools required. Follow one of the many YouTube videos and DIY.
Took me about 45 minutes to do an iPhone 5. Bought it direct from Apple about a week after they were released but it wasn't one of those covered by the replacement scheme.0 -
And whilst repairing the battery another 15 quid get the screen done at the same time.0
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OP, would you be happy if Apple attempted the repair and the crack on your screen worsened?
If you just acted like a normal person and made the initial appointment you wouldn't be in this predicament.0 -
Not going into detail about the specifics of how I know the below, but I do work for an Apple repairer carrying out repairs near London...
As the phone was still relatively usable I didn't pursue these issues due to time constraints, and figuring that as 1 year had passed since Apple wouldn't be obliged to rectify these issues.
First mistake. It's always worth still calling companies like Apple to report the problems, so they show on their systems.More recently it came to my attention that Apple had issued a statement saying that some iPhone 5 phones were sold with a faulty battery. At which point I checked their website to find mine was one of those 'few'. I saw few as, by many accounts, some Apple stores were 'running out of batteries' to fit to the number of phones being brought in under this scheme.
Given that the replacement program has been running for a good few months and most iPhone batteries are the same between 5/5c/5s I very much doubt this is 'first hand' info.As I have a friend who works for CarPhoneWarehouse, I asked him about this scheme. He informed me that as my screen had a small crack (top corner - not even covering the display) that Apple would charge me x amount to fix my screen before they would change the battery. My friend quoted me approx £80.
Your 'friend' obviously has no idea what he is on about, Apple clearly state it's £106.44 on their website > http://support.apple.com/kb/index?page=servicefaq&geo=United_States&product=iphoneDue to my lifestyle I am not very good at making appointments
And that's your own fault!With this in mind I tried to make an appointment with the Genius Bar, but all available ones were so far in the future I was unable to commit to a specific time.
You've only ever been able to book 6 or 7 days MAX in advance so I don't know what you mean by "so far in the future".Unfortunately there was not. However, the rep who served me looked at my phone and offered a solution. He would arrange for my phone to be collected by courier and taken away and fixed. I enquired as to the screen being an issue and he said it would not be a problem. I said I didn't want to be without my phone, to which he replied that Apple would provide a phone which the courier would drop off when collecting mine and that I wouldn't be without a phone; the number would even be the same. I was impressed at this point. The rep led me away to a computer to arrange for this service. However, somehow, he became too busy to arrange this himself and he left me in front of a computer to log in to my Apple account and arrange for a 'call-back' for tomorrow; someone over the phone would then arrange for this collection and loan service.
Not sure if the guy in the store told you the wrong thing or if you're making this up for added effect but I can categorically tell you such a service to get a loaner phone arranged by AppleCare does not exist. Period. Only the Apple Stores can give you a loaner phone.Only to be told that as my screen was damaged I'd have to have it fixed at a cost of £99 before they would replace the battery. They went to great pains to point out the statement to that effect on their website. After explaining that I was quite happy with the screen as it did not hamper my use of the phone and was loath to pay £99 to have it fixed, the 'genius' called over a manager to discuss the issue. He explained that the repair process is one that may cause the screen to crack more than it already is and as such Apple were not willing to replace the battery on phones with cracked screens, nor pay for any damage they may cause in doing so; quite contrary to what other Apple employees had already told me.
As above, they've already knocked some money off the repair price quoted on their website. YOU damaged the phone by cracking the screen. They aren't going to replace the battery and hand over the phone to you again if it's not in 'satisfactory quality'.
Also, antenna for the cellular modem is at the top of the phone. An impact that could case a crack (however minor) could damage the antenna or the modem - that could be the cause of the 3G issue.So after quite an effort trying to sort out these problems, of which the battery is now the main one, I find I have a phone that is almost unusable for it's intended purpose. My rights with regards goods faulty at time of sale say that it is the retailer who is obliged to resolve this issue; something the Apple Manager was quite indulgent in pointing out.
Which is fair enough, you didn't buy the phone from them in the first place.My issue is this. <blah>
No, you're issue is that you hung about for nearly 2 years to do anything, you damaged the phone and now expect Apple to go out of their way to help you. You're being unreasonable.I have also more recently discovered, while searching through other peoples experiences with Apple, that there was a Home Button repair scheme also initiated by Apple. For which my phone also qualified. I'm not sure if this scheme was in effect when I contacted Apple originally by phone, but if so I would assume they had a duty to inform me of this scheme?
No such thing as "home button repair scheme" you mean the sleep/wake button repair? There is no requirement to contact customers, however they do contact customers as my other half was contacted when the program went live.
Likely you never registered the phone with them properly.Seeing as I have lived with a faulty product for over 2 years now I would have thought that maybe Apple would be interested in not only providing me with a product as it should have been supplied originally, but maybe they would also want to keep me onboard as a customer and would offer to pay for the damage they would cause as a result of having to replace the battery, as some kind of apology for having to use a faulty product for all that time.
Haha how entitled and unreasonable are you being here? I'm sure they're just going to give you a brand new phone when.
1) You didn't buy it from them in the first place
2) Waited more than 1 year to raise issues with the phone (beyond a "reasonable" amount of time
3) Have damaged the phoneCan anyone offer any advice on all of this?
Yes pay them to fix the screen and then they'll replace the battery and sleep/wake button under the program. You damaged the phone, you'll need to pay.Without wanting to be too indignant, I really would advise people to err on the side of caution when purchasing future Apple products.<rant>
Balls. Utter Balls. Stop moaning. I always see this kind of thing when somebody dosen't get their own way the company always has "bad customer service" and should be avoided. Maybe, just maybe, you're being unreasonable?0
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