applecare is saying "water damage" but this phone hasn't been in contact with liquid?

[jrm27]

Hey guys:

About two weeks ago the mute switch on my iphone broke off... i went to put it in silent mode and the switch came off. i called applecare, they said "no problem". they overnighted me a new phone, i put my old one in the box, and everything was hunky-dory.

Today, i get a box in the mail. Surprise, its my old iphone! i call support and they tell me that my old iphone had "water damage" and therefore they were sending it back and charging me for my replacement phone.

I told them that isn't possible... I've never spilled anything on the phone, never dropped it in water, never left it in the bathroom while i took a shower, never exposed it to a humid environment... heck it stays at about 20% humidity here where I live. The sensor must be faulty. He tells me that it's not and that I'm out of luck because those water sensors are really hard to set off. In fact, they've put iphones in the shower and not had those sensors go off.

He then asked if it gets cold where I live. yep, i live in the rocky mountains and it snows here. He said that is probably the culprit. If I have it in my pocket outside and it is really cold, then when i bring it inside condensation probably forms and causes water damage. Seriously? I can put my iphone in the shower and not have the sensor go off, but if I take it from a cold place to a warm room i can set the sensor off? Either way, they said that I should send them my new replacement phone (with working mute switch) and fire up my old one (that doesn't work properly). If they get their new phone back without damage, they might refund my money.

Sorry for the length of this, but has anyone else experienced this? Is there something else I can do? Some higher power? Thanks for any suggestions/insight!

-jon

[Sun Baked]

Condensation, taking a cold item outside to a humid indoor condition.

You've probably seen condensation on you soda can and glass when having a drink, same idea.

Can happen with cold electronics, though only the camera people tended to really worry about it and try all sorts of things to avoid it. Since you tend to notice moisture on the lenses quicker than on the inside of a cellphone or computer.

[IonutZ]

I'd be pissed thinking they poured water on it on purpose...

[lavrishevo]

I would call back and ask your for your case to be elevated. Talk to a supervisor or whatever they call them and be respectful explaining the situation in detail. You are really at their mercy so work the gift of gab to your benefit and they may send you a new phone. Explain about the cold weather and how this has never happened with other phones you have owned and such.. Good luck.

[jrm27]

well, i called back and talked with a really nice fella (technical service rep). However, looks like I'm still hosed. Unless I want to pay money that I don't have, apparently I need to box up my new phone, hope for a refund and figure out how to make my broken phone work for me. sweet. I'll try and get them to cancel my applecare too since it won't be applicable on my busted phone.

Does anyone know of a different dept to call and try and work it up the ladder? The guy I talked to was vert nice and understanding, but apparently there's just nothing he can do.

outstanding...

[lavrishevo]

Maybe a service like this can save you some money over paying for a new one.

http://www.rapidrepair.com/shop/ipho...8gb-parts.html

[marksman]

Originally Posted by IonutZ

I'd be pissed thinking they poured water on it on purpose...

or be watered thinking they poured ... hey wait a second. This is family friendly!

[Sehnsucht]

How the hell could a broken switch have anything to do with water damage?

EDIT: DAMN Somebody beat me to it!!!

[matttye]

This seems a little unfair..

I don't particularly take as much care of my phone now as I did when I first got it - I'll happily use it in the bath, in the rain, and I leave it on the side in the bathroom when I'm in the shower.. the screen gets really condensed, but the phone still works perfectly.

I just shone a torch down the headphone jack and my water sensor is still white, and so is the other one

[jonjames]

Originally Posted by matttye

This seems a little unfair..

I don't particularly take as much care of my phone now as I did when I first got it - I'll happily use it in the bath, in the rain, and I leave it on the side in the bathroom when I'm in the shower.. the screen gets really condensed, but the phone still works perfectly.

I just shone a torch down the headphone jack and my water sensor is still white, and so is the other one

congratulations

[Bye Bye Baby]

I think they have to come up with something more than 'water damage'.

Is there any other proof?

[RogueVasion]

You need to call the the higher-ups and complain...

This happened with my Blackberry Curve. A week after sending it in, I got a letter saying that there was water damage (sticker wasn't a different color) and were going to charge me $374. I called the HQ of ATT customer service and left a message. A woman called me back saying that there's nothing they can do if the sensor was red. I took a picture of it and sent it to them; I threatened to go to the media about this ill mannered service they are giving a loyal customer. Of course, that did it for them; they asked for me to send it back and gave me a new one. Problem SOLVED!

You can't let them take control over you, even if they have you by the balls. Take the person grabbing you by the balls and bring them to the big wigs. When you threaten them, you win. Not all media is good for you.

[jrm27]

Originally Posted by RogueVasion

You need to call the the higher-ups and complain....

Oh, believe me, i've tried! I've tried to escalate over the phone twice, written multiple emails up the chain and sent a letter to the Cupertino offices. When i got my applecare survey I attempted to escalate from there. All correspondence (except for the applecare survey) have included pictures of my phone and links to this thread. Nobody has ever contacted me back.

I've been cordial and polite, yet firm. Not sure what to do next... If you have anymore suggestions, I am all ears!

[jgord026]

Sent this letter to Apple executive care and still no help?

> I am writing this letter to complain in the strongest terms about
> the poor service that I have received from your company. Last summer
> I purchased two iPhones for myself and my wife. I have enjoyed your
> product so much that since purchasing I have actually started
> studying programming for applications. Unfortunately during the
> first three months of ownership the volume switch broke off of my
> phone. I manage a local business and haven't had time until
> recently to go to an Apple store for repair. Last week I called
> technical support and was pleased to hear that several customers had
> similar problems. An appointment was made and I was assured the
> problem would be resolved. When I arrived at the Apple location a
> technical support specialist looked my phone over and told me that
> the phone had water damage (indicator strip was red). I explained
> that it had not been exposed to water and the phone worked fine. I
> asked the representative to consider that the switch being broken
> had nothing to do with water, but was told the warranty was void and
> nothing could be done. I was then offered to purchase a new iPhone
> for full retail price. After leaving the store I contacted a
> customer service representative who agreed with my concerns and put
> me in contact with another technical support specialist. This
> specialist also insisted that the warranty was void and nothing
> could be done. I cannot effectively express how dissappointed I am
> in the customer service I received from Apple. I have been an avid
> supporter of your products and hope that you address this concern so
> that I may continue to do so. I would appreciate it if this
> situation could be resolved and a replacement phone is offered.
>

Executive care has since called and refuses to work with me! So long Apple!

[jrm27]

Sounds eerily similar to me! But I haven't been able to get anyone to call me back. Awesome.

[Dr. Cabrera]

Originally Posted by jgord026

Sent this letter to Apple executive care and still no help?

> I am writing this letter to complain in the strongest terms about
> the poor service that I have received from your company. Last summer
> I purchased two iPhones for myself and my wife. I have enjoyed your
> product so much that since purchasing I have actually started
> studying programming for applications. Unfortunately during the
> first three months of ownership the volume switch broke off of my
> phone. I manage a local business and haven't had time until
> recently to go to an Apple store for repair. Last week I called
> technical support and was pleased to hear that several customers had
> similar problems. An appointment was made and I was assured the
> problem would be resolved. When I arrived at the Apple location a
> technical support specialist looked my phone over and told me that
> the phone had water damage (indicator strip was red). I explained
> that it had not been exposed to water and the phone worked fine. I
> asked the representative to consider that the switch being broken
> had nothing to do with water, but was told the warranty was void and
> nothing could be done. I was then offered to purchase a new iPhone
> for full retail price. After leaving the store I contacted a
> customer service representative who agreed with my concerns and put
> me in contact with another technical support specialist. This
> specialist also insisted that the warranty was void and nothing
> could be done. I cannot effectively express how dissappointed I am
> in the customer service I received from Apple. I have been an avid
> supporter of your products and hope that you address this concern so
> that I may continue to do so. I would appreciate it if this
> situation could be resolved and a replacement phone is offered.
>

Executive care has since called and refuses to work with me! So long Apple!

Dear Apple, I dropped my phone in some water and I want it Replaced for free


I don't care how nice you sugarcoat your message, whether it was dropped in water or not ( the strip is red, so you are screwed) that's what I read your letter

[muskratboy]

"the sensors are hard to trip" = total ********.

go search for this problem... thousands of people with the same problem.

apple put INCREDIBLY SENSITIVE sensors as close to the edges as they could.

The only reason it is set up this way is to give a convenient and widespread reason for them to VOID APPLECARE.

The class action on this is brewing. this design is outright fraud. FRAUD i say!

[Stiss]

A Rat?

Heres the Rat theory!

Apple ship new iPhones with one white sensor and one red sensor.
Think how much money they must be losing with all these replacments there handing out for cracks, light leaks, faulty switches fallen off and otherwise, yellow screens, battery issues, gps issues, dropping calls and much more.

If they look and see a red sensor well thats it. You must have water damage and voided your warranty regardless of any other fault!

[craigy235]

Just glancing thru the newest threads, spotted this and thought i'd have a read. Guess i can be added to the "water damaged" iphone owners club. My bottom sensor has turned red but my headphone dock sensor is fine...strange. My phone is in perfect working conditions and i have never had any problems. God damn my sweaty palms!!!!

[Stiss]

Not often i do this but i blame Apple.

If the iPhone is that sensitive to moisture, even from being in pockets in humid conditions they would of:

A. Provided warnings.

B. Done something about it. I.E Provide you with little rubber inserts which protect the sensors for when you go to humid environments.

They know they've cocked up, but won't admit it and foot the bill.

[abnospam]

if anyone knows of or hears about a class-action, I would gladly join at this point. They can't hide behind this faulty sensor. Even other phone manufacturers put it inside the phone, not by a headphone jack or power input to protect against false positives. There has a precedent set in the industry and Apple blatantly didn't follow it.

[Brockers]

Originally Posted by jrm27

Hey guys:

About two weeks ago the mute switch on my iphone broke off... i went to put it in silent mode and the switch came off. i called applecare, they said "no problem". they overnighted me a new phone, i put my old one in the box, and everything was hunky-dory.

Today, i get a box in the mail. Surprise, its my old iphone! i call support and they tell me that my old iphone had "water damage" and therefore they were sending it back and charging me for my replacement phone.

I told them that isn't possible... I've never spilled anything on the phone, never dropped it in water, never left it in the bathroom while i took a shower, never exposed it to a humid environment... heck it stays at about 20% humidity here where I live. The sensor must be faulty. He tells me that it's not and that I'm out of luck because those water sensors are really hard to set off. In fact, they've put iphones in the shower and not had those sensors go off.

He then asked if it gets cold where I live. yep, i live in the rocky mountains and it snows here. He said that is probably the culprit. If I have it in my pocket outside and it is really cold, then when i bring it inside condensation probably forms and causes water damage. Seriously? I can put my iphone in the shower and not have the sensor go off, but if I take it from a cold place to a warm room i can set the sensor off? Either way, they said that I should send them my new replacement phone (with working mute switch) and fire up my old one (that doesn't work properly). If they get their new phone back without damage, they might refund my money.

Sorry for the length of this, but has anyone else experienced this? Is there something else I can do? Some higher power? Thanks for any suggestions/insight!

-jon

Hello

About a month ago the "HOME" button on my IPHONE 3G stopped responding. The liquid detection sensor inside the dockstation connection has been tripped. I too have never spilled anything on it or all of the others listed above. I took my phone to an Apple Store and the guy said that it would cost me £150 for a replacement. But i have never abused the phone in that way and refused to pay.

I regret to inform i have been trying to get this solved for the past three weeks and i am no more near to getting a new phone for free than i was when i first started. Its pay the money or lose out..

hope that helps..

[KidStallyn]

The same exact thing happened to me....My mute switch stopped working all together......Took it to apple to have them look at it.....the headphone jack was white...the dock connector was pinkish/red. And they told me that I could replace the damaged phone for $199.....

And I paid for Apple Care.....I'm still t'd off....Not real happy with Apple right now. They won't honor my Apple Care....Heck...they wouldn't even discount the replacement iPhone for the amount of Apple Care I paid for and now cannot use. This phone had never been in water, and this is obviously a very common problem. But I get made out to be the person who's trying to defraud the system. That's what bugs me the most......

[synth3tik]

I had the same thing happen with my phone. The silver switch broke off on me, and also the case cracked around the headphone jack about 2-3 weeks after I bought it. So I can't mute my phone or really use headphones at all. I thought about taking it in, but know something exactly like this would happen. This was a replacement for a phone Apple refused to cover. They pointed to a small indent on the back and said that's why the screen was dead.

So I weight my options and decided no matter how good the phone is I do not want to feel like a criminal exercising my warranty. Apple will do anything to get out of covering things under warranty, and therefor I will not purchase Apple hardware anymore. Dealing with the phone just put a bad taste in my mouth. I know that hundreds of people have no issues getting warrantied fixes, it just the way Apple goes about denying the ones they can that bothers me.

[daflake]

Two Iphones in our house and neither have been tripped. I live in a humid environment and have not had a problem. I have also had a phone replaced due to cracks. Apple has also repaired my Macbook due to stress cracks and repaired my wife's MBA with a broken hinge no questions asked. Yeah, their customer service really sucks....

I've played with the sensors in question on an older piece of equipment and can say that the only way I was able to trip it was to drop water on it. Misting and breathing did not work... That being said, if you work out and sweat I recommend using an cheaper Ipod for the task as it can run down your cord and works it way into the jack.