Apple Launches iPhone X Display Module Replacement Program to Address Touch Issues

[RuivoM]

Can someone here with the issue confirm based on its serial number when the phone was made and in which factory? You can check it here: https://sndeep.info/en

I’m wondering if I’m affected with the issue or not. Mine was made on Foxconn in December and so far I don’t recall ghost issues, however, sometimes when scrolling fast on Instagram or Facebook and then tapping to stop the scroll it doesn’t seem to catch the tap like my iPhone 7 did, for example. It’s really hard to tell if this is an issue or just the way I was scrolling at that time because it’s hard to replicate.

 

[yanki01]

Can someone here with the issue confirm based on its serial number when the phone was made and in which factory? You can check it here: https://sndeep.info/en

I’m wondering if I’m affected with the issue or not. Mine was made on Foxconn in December and so far I don’t recall ghost issues, however, sometimes when scrolling fast on Instagram or Facebook and then tapping to stop the scroll it doesn’t seem to catch the tap like my iPhone 7 did, for example. It’s really hard to tell if this is an issue or just the way I was scrolling at that time because it’s hard to replicate.

Foxconn late October.

 

[igneousc]

Never had this with my launch iPhone X when I had it(have the xs now), but my friends does this once and a while. Problem is, her screen got cracked a few weeks ago Think theyll still charge for the screen replacement before fixing this?

 

[anubis1980]

Heads up for anyone with this issue. I went to a uk apple store, the guy who saw me was really nice. Checked it out and it passed. He said he expected it to pass it was intermittent. I told him I’m also having issues with WiFi being generally crap. I booked the appointment for 6 hoping they’d give me a new phone as it was late, he said look it passes but I kno it’s an issue and I believe you and I’ll give you a new phone and I’ll just put down I saw it going crazy and only fix was new phone, my warranty runs out in 7 days too. New phone screen is immensely better.

The old phone had the screen replaced due to a faulty speaker and it was a terrible screen , Lighter down one side etc. This one looks perfect so far . So just be pleasant and persistent If they try and turn you away . I went in polite , had a laugh with him and maybe it paid off. Inside I felt angry as I spent a fortune on this phone and its been in for repair twice. Also wanted a new battery so saved £25 now haha

Incidentally there was another woman there in front of me , same issue and got a new phone.

 

[johnmed]

Took mine to Apple Trafford. Was 9 mins late for my appointment. Made me wait 30 mins to be seen by a ‘genius’. Replaced my screen. Took them less than an hour.

I’d had a web chat with Apple, then explained myself to the customer handler in store, then explained myself again to the ‘genius’. By this time I’d had enough.

 

[bigjnyc]

So I had no luck with my phone. I have a small crack in the top left corner and because of this they wouldnt replace the screen. They said it had to be handled as a broken screen as that trumps the touch issue. So I would have to pay the 279 to replace the screen and then if I had any touch issues with the new one it would be covered.

Thinking of trying customer service to see if I can plead my case, as the touch issue was happening well before the crack. What is the best way to reach them for an issue like this?

 

[RuivoM]

Foxconn late October.

Did you have ghosting problems?

 

[anubis1980]

So I had no luck with my phone. I have a small crack in the top left corner and because of this they wouldnt replace the screen. They said it had to be handled as a broken screen as that trumps the touch issue. So I would have to pay the 279 to replace the screen and then if I had any touch issues with the new one it would be covered.

Thinking of trying customer service to see if I can plead my case, as the touch issue was happening well before the crack. What is the best way to reach them for an issue like this?

i guess i can kind of see both sides here. i always thought it was down to the manager of the actual shop you go to? i've been told one thing on the phone then the shop manager trumps it.

 

[yanki01]

Did you have ghosting problems?

yes - I have an appointment tomorrow for this.

 

[Momof2.1107]

I had my screen replaced 2 months due to the earpiece not working. Since this thread has came about, I’ve started to notice my phone freezing more, or registering buttons I didn’t push or apps I didn’t open. I’m running iOS 12.1.1 beta 3, so I’m not sure if the beta software have anything to do with this. I am going to get my battery replaced for $29, before December 31st, so I guess I’ll ask them about it then.

 

[anubis1980]

I had my screen replaced 2 months due to the earpiece not working. Since this thread has came about, I’ve started to notice my phone freezing more, or registering buttons I didn’t push or apps I didn’t open. I’m running iOS 12.1.1 beta 3, so I’m not sure if the beta software have anything to do with this. I am going to get my battery replaced for $29, before December 31st, so I guess I’ll ask them about it then.

This was my exact situation , same issue with earpiece and new screen being poor touch. Luckily I didn’t have beta installed, I normally do

 

[Momof2.1107]

This was my exact situation , same issue with earpiece and new screen being poor touch. Luckily I didn’t have beta installed, I normally do

Did you get the screen replaced again?

 

[anubis1980]

Did you get the screen replaced again?

they swapped my phone out for a new one.

 

[FreeWoRLD83]

I’ve immediately reserved an appointment the day this news was announced and they replaced the screen on my iPhone X with 2 hours of waiting. Replication of the issue is not required from what I can tell as this issue happens rarely. I used to have it once a week or every other week, especially when using Safari but I always thought it was the software. Time will tell if it the issue is already gone.

Next is I am going to get my battery replaced as it is at %90 at the moment and after a brief chat with the support, I was told it would be free battery exchange as it is still covered under warranty- fingers crossed

Finally had my battery replaced for free as well. Right before warranty expires next week.

 

[cyb3rdud3]

Your comments are laughable. My nearest shop is an 80 mile round trip. You know whenever I have had any consumer electronics fail, it has never struck me that I would have to warn the shop that I will be setting off on my journey? You know I would just turnup at Curry’s or John Lewis and it would be dealt with. Things from Amazon I have replaced without even having to send the faulty item back.

I should have added to my story, that when I made the ridiculous decision to embark on my journey to get my Apple device looked at at an Apple store and was met with derision (funny how I can just turn up and buy things at the shop; never too busy then) I was told the next available appointment was in 17 days time! Now far be it for me to say, but if the warranty and repair department is that busy, it tells us two things

1..the products are not as marvellous as all that
2..clearly people were not “just walking in” and getting replacements like you suggested that started this discussion

I contend and state again, there is nothing magical, cheap or free with Apple aftercare

Laughable, hmm funny that this thread is filled with stories where people manage to get good service. You must be one very unlucky person. Considering your style of response in here, I can't say I'm surprised you felt like you were met with derision in the store. Action === reaction.

 

[yanki01]

so best buy would only mail it to apple for me. they don't do screen replacements in house. they said it would be a 2-3 week turn around.

I'll just mail it in myself after the holiday.

 

[bigjnyc]

Apple won't budge on replacing mine since it has a small crack in the top left corner... I need to replace the screen for $279 or deal with the ghost touch issue... I tried at the store and I tried with customer service getting a senior advisor... but no luck. Oh well I'll just deal with it until next years model.

 

[BugeyeSTI]

So, Apple will warranty the display(not the entire phone) for three years from original purchase date if it exhibits the conditions?

 

[andrewr2123]

So, Apple will warranty the display(not the entire phone) for three years from original purchase date if it exhibits the conditions?

I got mine replaced this past week and the advisor told me it comes with a 90 day warranty. He didn't specify if it was on the entire phone or just the screen. I'm not sure where the 3 year number came from, that seems a bit unreasonable even if it's just the screen.

Also, I was having the issue of the screen not recognizing when I touched it sometimes (I never had the phantom touch issue), and they replaced the screen (took about two hours) and I'm still having the issue AND scrolling now doesn't work as well. Like multiple times a day when I scroll up to unlock the phone it just stops midway and I have to swipe longer/further than normal to get the same affect. Same for scrolling through feeds/photos.

I'm going to take it back and hope they can actually fix it this time...

 

[BugeyeSTI]

I got mine replaced this past week and the advisor told me it comes with a 90 day warranty. He didn't specify if it was on the entire phone or just the screen. I'm not sure where the 3 year number came from, that seems a bit unreasonable even if it's just the screen.

Also, I was having the issue of the screen not recognizing when I touched it sometimes (I never had the phantom touch issue), and they replaced the screen (took about two hours) and I'm still having the issue AND scrolling now doesn't work as well. Like multiple times a day when I scroll up to unlock the phone it just stops midway and I have to swipe longer/further than normal to get the same affect. Same for scrolling through feeds/photos.

I'm going to take it back and hope they can actually fix it this time...

No not after you have it replaced, if your phone doesn’t exhibit it now do you have three years of warranty on the screen if it does happen down the road. It says that on the first page first post towards the bottom..

“This Apple program does not extend the standard warranty coverage of the iPhone X, and repairs may be restricted or limited to the original country of purchase. The program covers affected iPhone X devices for three years after the first retail sale of the unit”.

 

[Studivan]

Not at all unexpected as the X was quickly discontinued. The build quality is borderline junk.

It was never discontinued fool, your just buying it again under a different name, it’s now called the iPhone Xs, same exact phone different processor.

 

[I7guy]

It was never discontinued fool, your just buying it again under a different name, it’s now called the iPhone Xs, same exact phone different processor.

Same type of thing between the 6 and 6s. The only difference is the processor.

 

[magicschoolbus]

Any updates on this? Did anyone get their phone fixed? How long did it take?

 

[Leon2707]

Hi!

Well I had an appointment to get my iPX-Screen replaced in mid-November.
My problem always was that Tap to wake wouldn’t always work and additionally that it sometimes required multiple attempts at tapping something (e.g. the send button in WhatsApp or the delete key on the keyboard).
Long story short I was pretty unlucky, as the employee persisted on evidence that I had those problems (which I don’t have because how do you screen record that something is not being pressed), as it passed all display tests. He said it really isn’t a problem until it randomly does things on its own and if it starts doing that I can come back.

 

[Kendo]

What if you have AppleCare+? Can you get your screen replaced without having to use one of the AppleCare instances?