Touch ID broken after screen repair. Now what?

Happyjeans

Hi everyone, I'm looking for a bit of advice about my Iphone. After running over it in my wheelchair and cracking the screen I took it to a local phone repair kiosk (and before anyone starts I KNOW it would have been better to take it to apple but I just couldn't afford the £156 they fix, nor get in to central London...and it's done now!)

The guy fixed the screen but my touch ID now doesn't work, which he said afterwards he should have told me was a possibility. He has agreed that if I take it back on Tuesday and leave it with him for the day he'll see what he can do to fix it. I'm not sure if it's my original home button (I assume it is) but he said something about another option to be possibly trying a home button replace - which from what I've read online is guaranteed not to work. I'm now a bit concerned that he doesn't have a clue what he's doing and could actually end up causing further damage to my phone. Am I better just to leave it and deal with not having touch ID or should I risk it? If he can't fix it or breaks it further what are my rights...where do I go from here? To get the home button fixed by apple (if they'll touch it) would cost me at least £306, a replacement second hand phone would cost me about £200.

I really don't want this to turn in to a fight or go to small claims court but he's replaced one problem on my phone for another and charged me £40 for the privilege. I'm not a very confident person and knowing my rights when I go back to talk to him about it would help me out.

Thanks

barmonkey

Taken from the Apple forums


Did you have Apple or an authorized Apple Service provider replace the screen? If not, then you have discovered that the screen, home button and Touch ID are all connected, and the generic replacement of the screen by non-authorized service personnel will result in this happening. If you attempt to restore the phone, you may also receive an error, normally an error 53. You may return the device to the person you had do the service to demand he fix it, but I doubt that will do any good. And, since you have allowed an unauthorized service provider open the device, Apple will no longer service it. You may need to purchase a new phone. He cannot get parts because Apple does not sell parts. OEM parts are not available, most are either salvage or stolen parts.

d123

Happyjeans wrote: »

Hi everyone, I'm looking for a bit of advice about my Iphone. After running over it in my wheelchair and cracking the screen I took it to a local phone repair kiosk (and before anyone starts I KNOW it would have been better to take it to apple but I just couldn't afford the £156 they fix, nor get in to central London...and it's done now!)

The guy fixed the screen but my touch ID now doesn't work, which he said afterwards he should have told me was a possibility. He has agreed that if I take it back on Tuesday and leave it with him for the day he'll see what he can do to fix it. I'm not sure if it's my original home button (I assume it is) but he said something about another option to be possibly trying a home button replace - which from what I've read online is guaranteed not to work. I'm now a bit concerned that he doesn't have a clue what he's doing and could actually end up causing further damage to my phone. Am I better just to leave it and deal with not having touch ID or should I risk it? If he can't fix it or breaks it further what are my rights...where do I go from here? To get the home button fixed by apple (if they'll touch it) would cost me at least £306, a replacement second hand phone would cost me about £200.

I really don't want this to turn in to a fight or go to small claims court but he's replaced one problem on my phone for another and charged me £40 for the privilege. I'm not a very confident person and knowing my rights when I go back to talk to him about it would help me out.

Thanks

The guy didn't transfer your original touch sensor, if he can't find it and transfer it to your new screen you will never have TouchID again, it only works with the original sensor which is paired to your motherboard of your phone.

Your only option then would be a replacement phone, and if he won't cooperate you'll need to send him an LBA and take it to court if necessary.

Edit

With regards to barmonkey's quote, I've replaced a number of iPhone screens, as long as you transfer the old home button to the new screen the TouchID will always work.

Happyjeans

Thanks d123, I have no idea why he would would have replaced my home button, the crack was no where near it ughh! I imagine the parts went in the bin today too. Please can you tell me what an LBA is?

Thanks!

d123

Happyjeans wrote: »

Thanks d123, I have no idea why he would would have replaced my home button, the crack was no where near it ughh! I imagine the parts went in the bin today too. Please can you tell me what an LBA is?

Thanks!

A lot of the replacement screens come with a generic home button fitted. Removing the old home button is a tricky job so some people just take the easy way and leave the 'dumb' home button in the new screen and save 5 minutes on the job.

Here's an example

https://www.replacebase.co.uk/apple-iphone-5s-se-lcd-touch-screen-digitizer-assembly-with-components-white-gold-oem/

Notice it comes with a warning for the repairer to read.

A word of warning about Touch ID

Due to security features within Apples hardware the Touch ID function will only work with your original home button, we sell these complete assembles minus the home button so you can use your original home button and retain the Touch ID feature, we only recommend this version with home button if your not fussed about losing the Touch ID feature or your current home button is damaged / faulty

Edit

Sorry, LBA is a Letter Before Action, what you would send to demand the replacement and what you do before going to the Small Claims.

Happyjeans

Ok so unless he's been sensible enough to keep my old button (which seems unlikely, put he might have done because he knows I'm going back on Tuesday) there's no point in letting him fiddle about with it anymore. Do I stand any chance of him replacing my whole phone when it was broken in the first place? What's an LBA?

d123

Happyjeans wrote: »

Ok so unless he's been sensible enough to keep my old button (which seems unlikely, put he might have done because he knows I'm going back on Tuesday) there's no point in letting him fiddle about with it anymore. Do I stand any chance of him replacing my whole phone when it was broken in the first place? What's an LBA?

A lot of places keep all the old parts in case they need some small part in the future, the problem is if he's done a number of screens if he can still find yours.

Best action would be to tell him you know he need to get the original button and you'll help him identify your old screen (as you know where it was cracked).

An LBA is a letter before action, basically a written demand before court action. It might be unnecessary, the guy might be cooperative.

Out of interest, what model iPhone was it?

Happyjeans

Ok thanks, hopefully he will be co-operative but I'm a bit of a pushover! Fingers crossed he does still have it and that's why he wants me to leave it with him for a whole day next week because he knew he'd need to order in a different replacement and it's a bit of a longer job! It's a 6s, so it's not even worth THAT much, but unfortunately more than I can afford to replace at the moment!

d123

Happyjeans wrote: »

Ok thanks, hopefully he will be co-operative but I'm a bit of a pushover! Fingers crossed he does still have it and that's why he wants me to leave it with him for a whole day next week because he knew he'd need to order in a different replacement and it's a bit of a longer job! It's a 6s, so it's not even worth THAT much, but unfortunately more than I can afford to replace at the moment!

If he can't repair his mistake he should be replacing the phone for you. Make a fuss with him, threaten to go to Trading Standard and Small Claims Court if he's not helpful (it sometimes works as a threat with some retailers).

Happyjeans

Thank you so much for the advice, knowing my course of action and what I'm threatening (or shall we say 'proposing as the next step') if I don't get the desired solution will really help me stick to my guns!

Anon

I replaced the broken screen on my iPhone this week following instructions off YouTube and the web. It is fiddly with small screws but can be done if you are careful. All the instructions say if you need TouchID then to transfer the button (3 small screws and a clip on cable connector, plus snap on cover plate - I found it the easiest stage of the job!). A professional repairer should therefore know that, as even the online instructions for DIY mention it explicitly.

As mentioned, it does need the specific button if it is going to work so hopefully he still has yours.

Good luck!