Apple Initiates iPhone 5 Sleep/Wake Button Replacement Program [Updated]

[otisjones]

My sleep/wake button on my 32G iPhone 5 (purchased 10/2012) started to fail about 4 months ago. For a few weeks the left side of the button remained functional until it completely failed. Assistive Touch used subsequently, but a pain.

My S/N qualified for the replacement program (otherwise it would be a $269 repair beyond warranty). I fortunately live ~15 minutes from an Apple Store & took it in last Tuesday 4/29 & got a 16G loaner (only capacity option). Took about 40 minutes as they had to confirm the problem, document every nick/scuff/scratch on my device, move the SIM card to the loaner & activate it. Could not do a backup restore onto the loaner as my device has about 20G on it, but not a big deal short term.

My repaired iPhone (did not get a new one) arrived back at the store late yesterday. I picked it up today & all is well.

 

[yanki01]

got my box in today, ill backup everything and send it off tomorrow morning. thankfully I have my moms iPhone 4 to use in the mean time.

 

[IvanX]

UK experience -> Dropped it off last Saturday (3rd) at an Apple store. According to Repair Status page, it was repaired the next day and should be back for pick-up any time between tomorrow and by Friday latest. Less than a week turnaround, taking into account the Bank Holiday weekend with Monday a day off, I'm quite happy with that if it does happen.

 

[neekee]

UK experience -> Dropped it off last Saturday (3rd) at an Apple store. According to Repair Status page, it was repaired the next day and should be back for pick-up any time between tomorrow and by Friday latest. Less than a week turnaround, taking into account the Bank Holiday weekend with Monday a day off, I'm quite happy with that if it does happen.

Dropped mine off Friday in central London and it still says "Shipment to repair center pending". This doesn't bode well for me!

 

[IvanX]

Dropped mine off Friday in central London and it still says "Shipment to repair center pending". This doesn't bode well for me!

You did it a day before me in the same Covent Garden store as well! I checked earlier today and it was showing that same pending status as you. However, checked again this evening and it completed all 3 stages. Rang up the store and got that info re: when I should expect to pick it up. Good luck with yours, hopefully you'll get it back this week.

 

[Jasonminnicozzi]

Horrible Customer Service on this issue

I sent the following email following my experience trying to remedy the issue.

"I have been a long time apple supporter and have bought numerous devices without incident and have been fully satisfied (including the MacBook, MacBook Air, iPad 1 and 3rd edition, iMac, iPhone 3,4, and 5). However, I recently experience one of the most horrific incidents of customer service I have ever encountered.

I began noticing my iPhone 5 lock button was not working so I made an appointment at the Genius Bar at the Raleigh store. I live approximately 2 hours away so I coordinated my appointment around a business trip. My appointment was on Friday, April 4 and the apple team member advised there was nothing short of replacing the device and that since my device was out of warranty I could pay $249 for a new device at the discounted rate. I declined knowing that there was a known issue and figured I would wait a couple more weeks.

Three weeks later apple corporate website announced the free replacement program. When I called in this week I was left on hold for almost an hour without remedying the issue

This experience may have deterred me from ever purchasing a new iPhone eve again. With all the smartphone options, the apple customer service used to be the selling point time and time again. However, with this recent experience qualifying as the worst customer service I have experienced in 10 years or more, I may consider that my next purchase will be a Samsung or HTC."

 

[yanki01]

so call them again and ask them to send you the box to mail it in OR drive to the apple store for a fix. I called during business hours and waited no more than 4 minutes from the point if dialing the number I was talking to a human. they're offering a free fix/possible replacement for you. the retail store employees are usually the last employees to know about anything.

 

[peabodyj]

I'm legitimately jealous of you guys who got your phones back so quickly!

I'm currently on day 10, without a loaner, and I'm getting fed up. The Repair Status has read, "Diagnosing Product" since the day it arrived.

I think Apple Customer service will be getting a call today.

 

[yanki01]

I dropped mine off this morning at FedEx. set for overnight priority shipping so I hope they get it sometime tomorrow late evening. I have my moms old iPhone 4 and dang I want my LTE back so bad. the phone itself is slow to begin with...thankfully I have something to use anyways.

 

[IvanX]

Apple's repair website is misleading. Yesterday, it told me that my repair was complete and on the way back to the store. However, today, it is telling me that repair is still in-progress

 

[corblimeylimey]

Dropped mine into UK store on Friday, UPS have delivered fixed phone back to store today, so I'll pick up tomorrow, 6 days, not bad considering weekend and bank holiday Monday and it looks like it was repaired in Holland!

 

[bigjnyc]

I took my girlfriends in to the Apple store in grand Central on 4/28, they didnt have any loaners available and we havent received the phone back. When I checked the status page online it says the repair center didn't receive it until 5/4 and it was now in progress. She is using a Nokia Lumia and hates it, but it looks like she'll have to deal with it for a few more days

 

[peabodyj]

Question for those who say their repair is in progress.

What does the Apple Repair Status say? Does it actually say "in progress?"

I'm wondering because mine has never changed from "Diagnosing Product" like I said earlier and was curious if that's what others see or if I'm even farther behind than I thought.

 

[IvanX]

Question for those who say their repair is in progress.

What does the Apple Repair Status say? Does it actually say "in progress?"

I'm wondering because mine has never changed from "Diagnosing Product" like I said earlier and was curious if that's what others see or if I'm even farther behind than I thought.

 

[peabodyj]

Fantastic.

Mine has literally looked like this since day 1.

Edit: Just got off the phone with Apple support. They now say repairs are estimated at 7-10 business days, not 4-6 days like was originally quoted.

They also looked up my service number and it says it's "In Repair" but for whatever reason that hasn't updated on my repair status page.

At least I know something is being done, sucks that it's not done yet.

 

[L-U-R-C-H]

Picked up my iPhone yesterday. It was my old one and not a new one, for anyone wondering

 

[yanki01]

Picked up my iPhone yesterday. It was my old one and not a new one, for anyone wondering

BOOO..at least all works now huh?

 

[Random hero]

Another UK Store story for anyone interested

my sleep/wake button was awful, perhaps worked 20% of the time, my battery was also on its arse and the unit was a little scratched up even though it's been in a case all it's life.

I read on here that someone thought that UK users might just get a replacement handset if there serial number was eligible so decided to give it a shot, nothing to lose

So last Friday I Went to my nearest apple store and it was clear that they were testing and then sending handsets of for repair... Fair enough, they did the tests, showed that mine had the fault, loaned me another handset and said I should hear from them in 10 days......

However I got an email yesterday saying that it was ready to collect (which considering it was a bank holiday weekend I'm quite surprised with) just been to collect, sleep/wake button works every time, but she says they have also repaired some other bits, mainly the camera unit (something to do with it got damaged when replacing he sleep wake button, don't know if it's just mine or everyone) but more importantly I have had a new battery installed (plus some wiring and connectors replaced)

All in all worth doing (especially if my battery is improved because it was awful)

Just thought I'd share

 

[yanki01]

Another UK Store story for anyone interested

my sleep/wake button was awful, perhaps worked 20% of the time, my battery was also on its arse and the unit was a little scratched up even though it's been in a case all it's life.

I read on here that someone thought that UK users might just get a replacement handset if there serial number was eligible so decided to give it a shot, nothing to lose

So last Friday I Went to my nearest apple store and it was clear that they were testing and then sending handsets of for repair... Fair enough, they did the tests, showed that mine had the fault, loaned me another handset and said I should hear from them in 10 days......

However I got an email yesterday saying that it was ready to collect (which considering it was a bank holiday weekend I'm quite surprised with) just been to collect, sleep/wake button works every time, but she says they have also repaired some other bits, mainly the camera unit (something to do with it got damaged when replacing he sleep wake button, don't know if it's just mine or everyone) but more importantly I have had a new battery installed (plus some wiring and connectors replaced)

All in all worth doing (especially if my battery is improved because it was awful)

Just thought I'd share

good news for you. hope I get the same treatment. Mine is set to arrive at 12pm noon and I hope for a quick fix.

 

[PaulMoore]

Actually no, the store claim Apple have not approved them to participate yet which makes it all the more frustrating that Apple have them listed on the recall info page. Who knows who is right but bottom line either don't announce the recall until you can handle it properly or exercise some control over the third party retailers... or don't include them.

So my nearest third party provider are now part of the program... and were supplied a total of 2 loaner handsets which are both out.
Also, my nearest Apple Store is closed through May 23rd.
Thanks Apple!

 

[madoka]

but she says they have also repaired some other bits, mainly the camera unit (something to do with it got damaged when replacing he sleep wake button, don't know if it's just mine or everyone) but more importantly I have had a new battery installed (plus some wiring and connectors replaced)

Did they give you some sort of receipt or record showing the repairs that they made?

 

[yanki01]

mine was received by apple for repair a few hours ago. it's already in the Diagnosing product stage.

 

[Random hero]

Did they give you some sort of receipt or record showing the repairs that they made?

She showed me on her device what bits had been repaired, I have since received an invoice that says what parts have been used

I'm sure the part numbers mean something to someone

 

[cmcclure88]

I got mine back today. In addition to fixing the sleep/wake button, my volume down button now works again. They also apparently replaced my main camera, the battery and some flex cables. It took a few days longer than anticipated but now having both the sleep/wake and volume down buttons work made it worth the wait.

 

[yanki01]

I got mine back today. In addition to fixing the sleep/wake button, my volume down button now works again. They also apparently replaced my main camera, the battery and some flex cables. It took a few days longer than anticipated but now having both the sleep/wake and volume down buttons work made it worth the wait.

how long did you have to wait?