Apple Launches Repair Program for iPhone 6s Devices Experiencing Unexpected Shutdowns

[bodonnell202]

Hmmm... my 6s (which I purchased in October 2015) has done this a few times with around 50% battery life, but only in cold weather. I assumed it was just the cold but maybe I should take it in to see if I qualify for a replacement battery.

 

[TallManNY]

My 6S does this. Did it this morning when I picked it up at 35% after not charging it overnight. The temporary fix is easy if you have a charger handy, just plug it in and it reboots with plenty of juice. But it has basically created a situation where I normally charge my phone twice a day so that it doesn't drop below 40%. Because if I get below that point I never know when the phone will shut off.

I will pop into an Apple store and see what they will do for it.

 

[rhenley]

I didn't know this was a widespread problem. I had the problem start about a month ago on a iPhone 6S Plus. The "genius" ran their battery diagnostic and said it was within spec. Their suggestion was to make an appointment if it happens again. I told them it had been happening every day for a week, and asked what would be the difference in my next appointment? They don't have an answer for these type of questions since they are just trying to get you to leave. I also questioned why the battery diagnostic was all they were going to look at. I mentioned it could be numerous things - the battery, the battery cable, the connection on the board for the battery, etc. and that running their diagnostic doesn't test for all the hardware involved. I left frustrated.

That night when my phone cut off, I was able to grab another phone and take a video. The device powered back up with 40% battery and then shutdown again a few times. When I showed the video at the next appointment, they replaced the device.

Similarly, when I complained about mine earlier this year at the second visit even still noting that Apple had never heard of the battery problem, they replaced the phone with an equally poorly behaved refurb unit. (It crashed out the next a.m.) So I bought another phone because the 6s was never reliable enough for me. It didn't make sense to me that when I wanted to use it, it would just crash out.

I'll take the refurb'ed unit back in to see if they'll fix that battery, but after attempting to deal with this I'm convinced this 6s issue is a combined problem of a poor design, iOS and the unit it self.

 

[ekinnyc]

TL;DR

so is this service done in-store? or do i have to ship my phone somewhere? how long does it take?

i was at an apple store last week for issues with touch id, and they ran the diagnostics, nothing was wrong with my battery. how would they identify a need for replacement - this has happened to me on occasion, prob about 1x a month or so, and i just wrote it off.

 

[iceknyght]

I got my wife's and mine 6s's on day one (pre-ordered) when they came out. My wife's started having this problem a couple months ago and we went to the Apple store and we happened to be a couple days past our year warranty, but they replaced the phone, no questions asked or problems. Hers hasn't had the issue since.

Mine started having the same issues a few weeks later (shut down 3 times in a row one day)! After 2 visits and a full restore that didn't help, they told me it was most likely the logic board and that it would be $200 to fix... Since that was mostly a "guestimate", I really didn't want to pay $200 for something that "might" fix the problem... So I went to my carrier (T-Mobile) and switched out my phone there (I have Jump on Demand). It sucked, cause I lost out on the credits I got when I signed up last year AND they no longer have a 64 GB iPhone 6s, so I had to get a 32GB (I could have upgraded to a 7, but didn't see the point, didn't want to spend more money, plus I really like my 6s)... Which should be fine, but it still sucks! Did that about a week and a half ago and have had ZERO problems since...

 

[AManInACan]

Well this is vague. What are the exact symptoms of this issue? My fiancé has a 6s that he got about a week or two after launch. He says it will turn off with about 10% battery remaining, but is that part of this issue or something else?

That's not particularity unusual for battery powered devices, but it shouldn't happen all of the time. The power remaining indicator is an estimate and sometimes it's off a bit. For example, if the phone has been lightly used over the past hour and then you stream video or use Facebook (which downloads a sh*t ton of photos every time you use it) then the power load goes up substantially all of the and your device might shut down.

I think I have this problem and here's why: I've had my phone shut down with 48% or even 53% power remaining. Then I restart and it still reports I have 45% or more. That's not right and I've been wondering if it was just my weird charging habits or a real problem. Now I'll talk to the Genius bar and find out.

 

[Leonard1818]

I think I have this problem and here's why: I've had my phone shut down with 48% or even 53% power remaining. Then I restart and it still reports I have 45% or more. That's not right and I've been wondering if it was just my weird charging habits or a real problem. Now I'll talk to the Genius bar and find out.

My wife has this problem for sure. I've witnessed it turn off with over 40% battery life left. If she plugs it in and lets it power back on, she has more battery.

 

[xmonkey]

Odd, this just happened to my 6S literally for the first time today after I told it to Update All Apps with 20 updates. Shutoff immediately with about 25% left and told me to plug it in when I tried to reboot. When I rebooted I had the same amount of battery left. Glad to know I can get it fixed for free...

 

[iVoid]

Funny, my 6 Plus does the same thing. Shuts down even if it's not below 5%. Anywhere under 25% and it might shut down if it's under load (watching a video/playing a game). As soon as I plug it in, it usually jumps up to 25-30%.

Might have to goto the Apple store again and see if they'll replace my battery for free this time.

 

[prhammer]

accidental post

 

[Leonard1818]

Just chatted with apple and they confirmed my wife's phone (that has had this problem for some time now) is eligible for the new battery. Although it's a PITA, this is good news for her!

 

[prhammer]

I just did a chat with Apple Support on this issue with my iPhone 6s. After going through diagnostics, etc. I was informed that the only way to confirm that you are eligible is to have it checked by a service technician at an Apple store or authorized service location. They can't do it any other way. I live 90 miles from the nearest Apple store so I was hopeful that I could confirm eligibility before driving down. But it is not possible.
[doublepost=1479751875][/doublepost]

Just chatted with apple and they confirmed my wife's phone (that has had this problem for some time now) is eligible for the new battery. Although it's a PITA, this is good news for her!

Once again we see inconsistency with these things. Sounds like we were chatting at the same time and got different answers.

 

[kazmac]

The serial number of my 6s before the logic board replacement had QF in 4-th and 5-th position

Thank you, mine doesn't qualify (manufactured after October 2015)

 

[MacRum2011]

My 6S usually switch off if it is less than 20%, my old iPhone I could use it down to 1% but not this phone, it is fine until it reaches 20% then below that at any percent it can just power down. Don't know if this is the same issue as Apple is reporting.

I can't visit an Apple store to check because the closest store is nearly 4 hours away.

 

[apolloa]

Oh goody it has a $149 repair cost, so just like the screens if you look into it no doubt that $149 cost is the exact same standard repair cost they charge anyway, so in effect Apple has again done absolutely NOTHING bar spew some marketing BS.

 

[ShadowJade]

I didn't know this was a widespread problem. I had the problem start about a month ago on a iPhone 6S Plus. The "genius" ran their battery diagnostic and said it was within spec. Their suggestion was to make an appointment if it happens again. I told them it had been happening every day for a week, and asked what would be the difference in my next appointment? They don't have an answer for these type of questions since they are just trying to get you to leave. I also questioned why the battery diagnostic was all they were going to look at. I mentioned it could be numerous things - the battery, the battery cable, the connection on the board for the battery, etc. and that running their diagnostic doesn't test for all the hardware involved. I left frustrated.

That night when my phone cut off, I was able to grab another phone and take a video. The device powered back up with 40% battery and then shutdown again a few times. When I showed the video at the next appointment, they replaced the device.

Your post actually makes me more furious! I spent 1 1/2 hours with a genius 2 weeks ago as he confirmed the battery is fine. His diagnostic test showed 1 of the 48% instant drops that I was talking about in the past 7 days, (which he quickly arrowed off). We rest the entire device to factory settings and reset the firmware. We reinstalled everything from the icloud backup. He said the same as yours, "make an appointment if it happens again". It happened 3 times the following 5 days. I went back into a genius bar. This guy was mad that we reinstalled the same software from backup, saying he believed that the software environment was causing the issue. I am outside of the one-year warranty, (only because I live 1 hour from the nearest Apple Store and had been just dealing with it for some time). He heavily inferred during my appointment that my options were dwindling to buying a new phone. Not that this should matter but...In my family of 4 resides, 1-7+, 1-6S+, 1-6S, 1-6+, 2- Series 1 Apple Watches with one being Stainless Steel, 1-iPad Pro, 1-ipad Air 2, 1-iPad Air, 1-iPad mini, 1-Apple TV gen 2, 1-Apple TV gen 3, 2- Apple TV gen 4, 1-Macbook Air, 1-27" iMac, 1-Airport Exteme, 1-Airport Express...they should definitly nickel and dime me.

I have an idea...how about a page that we can enter our serial # on to find out if we are eligible, so I don't waste another trip.

 

[xmonkey]

4th and 5th characters in my serial are QC so the range posted earlier in this thread might be correct..

My serial # has that range of characters in it as well.

Oh goody it has a $149 repair cost, so just like the screens if you look into it no doubt that $149 cost is the exact same standard repair cost they charge anyway, so in effect Apple has again done absolutely NOTHING bar spew some marketing BS.

Um....

If you have experienced this issue, please visit an Apple Retail Store or an Apple Authorized Service Provider and have your device's serial number checked to confirm eligibility for a battery replacement, free of charge.

Hell, they're even offering to reimburse you if you already paid for a battery replacement and have a device in the serial # range.

 

[jumpingjackflash]

I have release date purchased 6S plus with samsung chip and those notorius serial digits "QG"...haven't noticed any random shutdowns tho, and phone is overall in mint condition...

Does this still mean that Apple will eventually change my phone for new one?🙂

 

[admob71]

In Singapore it did. Samsung only opened the program for a few weeks. Of course they initiated the complete recall soon after so it's moot point.

So why bring it up as a negative for Samsung, have you got an axe to grind. Or are you just an Apple apologist?

 

[anzio]

UPDATE: After chatting at great length with them I ended up getting Genius Bar appointments. However they made an exception that "any necessary actions not covered by the recall" would be covered at no cost. The implication here through our chat was that only a very few phones are covered by this program, and anyone else with problems like I described would be subject to standard warranty clause. And if you got your iPhone 6S at launch, your year of warranty is up. So... good luck guys

Looks like you were just a little too early. They were able to verify my eligibility through the online chat today (but not last night). Setting up a replacement shipment now.

 

[Leonard1818]

Once again we see inconsistency with these things. Sounds like we were chatting at the same time and got different answers.

Yeah, that's a bummer. I didn't even have her phone! I just logged in and clicked her device as the one I was inquiring about. I confirmed the serial number and he asked me to turn off Find my iPhone. I txted my wife and she did just that. I'm not sure what he did but he came back a few minutes later and said "she's good to go. She's eligible" So we made an appt.

for the record.... her SN has "QF" as the 4th and 5th positions
[doublepost=1479756398][/doublepost]

Looks like you were just a little too early. They were able to verify my eligibility through the online chat today (but not last night). Setting up a replacement shipment now.

What do you mean "replacement shipment"? Are you still under your AppleCare warranty? I used to use the express replacement for my old phones when I'd have problems... I assume that you need to have an AC+ warranty to be able to do it in this situation....

 

[anzio]

What do you mean "replacement shipment"? Are you still under your AppleCare warranty? I used to use the express replacement for my old phones when I'd have problems... I assume that you need to have an AC+ warranty to be able to do it in this situation....

Sorry, yes. I do have AppleCare+ which grants me free Express Replacement (or you can pay for it). It's being replaced under the quality program though, and not technically through my AppleCare+ warranty (other than the coverage for the express replacement)

 

[xmonkey]

I have release date purchased 6S plus with samsung chip and those notorius serial digits "QG"...haven't noticed any random shutdowns tho, and phone is overall in mint condition...

Does this still mean that Apple will eventually change my phone for new one?🙂

You could get a new battery, but not a whole new phone.

Still a pretty good deal for us since they're honoring the free battery up to 3 years after the launch date.

 

[Domen151]

I have release date purchased 6S plus with samsung chip and those notorius serial digits "QG"...haven't noticed any random shutdowns tho, and phone is overall in mint condition...

Does this still mean that Apple will eventually change my phone for new one?🙂

This is for 6s only, not 6s Plus...

 

[Leonard1818]

Sorry, yes. I do have AppleCare+ which grants me free Express Replacement (or you can pay for it). It's being replaced under the quality program though, and not technically through my AppleCare+ warranty (other than the coverage for the express replacement)

Ah, very good, I figured as much... The express replacement is really the main reason I go with an AC warranty anymore. Our local store is a solid 45 minutes away, in an area that I don't ever go to -- especially with my kids (crime, crime, crime that I've seen firsthand). So I like to do the express route when I can.

Ironically, the Apple store by my extended family (that we will be going to visit in a couple of days) is in one of the newest, nicest, safest outdoor/indoor malls I've ever been to.... maybe we'll go there.