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

[Stephen Valente]

My wife has been having this problem with her 6S for a while. Hopefully it will fix the problem and stop her moaning about battery life all the time. I said she should stop calling so many people! ;-)

 

[Adam552]

I went to the store today after having this problem and they checked my serial and it was eligible. You just gotta go in and make an appointment if you have the problem. Mine has been shutting down randomly quite a bit, usually when it has like 40% power left. Then you keep turning it on, and it keeps turning itself off, until it drains enough to stop it shutting itself down and it works like normal again. Very annoying, turned it on like 15 times to use it once.

Eligible iPhone 6s have these characters in the 4th and 5th position of the serial number:
Q4, Q5, Q6, Q7, Q8, Q9, QC, QD, QF, QG, QH

Q9 here.

 

[lysingur]

I signed up for MR JUST to reply to this. This issue has affected me very noticeably for the past 6-8 months, and has started affecting my wife as well about 3 months ago. Today my phone shut down with 23% battery. Charged it. Took it off charger. Died at 21% battery. In the past I've had it shut down with as much as 37%. THIRTY SEVEN PERCENT. I've told Apple in the store before when I was in for other things and they just gave me BS.

So here's why I'm so mad - I'm talking with their chat now, and I gave them my serial etc. They told me I need to take the phones in to a store in person.

Me: (Give serial #'s etc, explain no Apple store near me, etc)
Chat: 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. Lets see if we could find a service facility close by. What is your postal code?
Me: Look - is my serial number affected or not?
Chat: I can definitely provide basic troubleshooting with the battery. A tech will need to inspect the device to confirm it is eligible for the service.

UPDATE: I've been talking to support for literally 80 minutes now, and the ultimate resolution is that 1) they refused repeatedly to tell me if my serials were affected, kept saying only allowed to check in-store (wtf), 2) they ran diagnostics that they said the store will run and it said my phone passed with no unexpected shut downs.

I give this info because: 1) don't even bother talking to them unless you're taking the phone in, and 2) I have had a problem with my phone as described above where it shuts off when claiming FAR higher than 0% battery (up to 37%), and their diagnostics said I'm not affected, so you may be wasting your time going in person

I'm already selling my phone, and this is just yet another data point in figuring out what we do with my wife who has this problem and many more and has become disgusted with Apple

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

More power to you. Apple has few tricks up their sleeves and even fewer new products that can potentially save them from a disaster. I used to hear that TV and electric car are the new frontiers but Apple failed at both. Apple TV hasn't taken off as Apple envisioned and Apple Car is abandoned. Close to half of their revenue comes from mobile device sales but they can't make inroads into new markets like India and China and domestic sales are dropping. Frankly I don't see how Apple can grow. Every single one of their products is being outcompeted. iPhone by Google and Huawei, iMac and iPad by Microsoft, and MacBook Pro on price point by HP and Razer. They're going back to being expensive and useless again.

 

[Berserker-UK]

My 4s used to 'unexpectedly shut down'. It was just under two years old and once it got to around 25% it could go at any time. Unexpected shut downs are nothing new, so maybe there's some extra detail in this case.

 

[midwestfisherma]

My 4s used to 'unexpectedly shut down'. It was just under two years old and once it got to around 25% it could go at any time. Unexpected shut downs are nothing new, so maybe there's some extra detail in this case.

What does something happening with a 4S have to do with a problem with a 6S. Light years difference!

 

[mguzzi]

I was just in the Apple Store last month for a dead iPad pro and I asked them about my iPhone 6S shutting off randomly and I was told that it was an OS corruption and to reinstall the operating system. The apple store is an hour away. This SUCKS!!!!!!

 

[mva68]

Eligible iPhone 6s have these characters in the 4th and 5th position of the serial number:
Q4, Q5, Q6, Q7, Q8, Q9, QC, QD, QF, QG, QH

Yes, mine is in QH range with same issues. Was very frustrating, you need the phone during long walks, it shuts down at 40% how to find your way back? And the Apple Watch is not helping in this case as well, no more updates... (series 0). Guess we are too dependent on electronic devices nowadays..

Michiel

 

[Adam552]

And if you got your iPhone 6S at launch, your year of warranty is up. So... good luck guys

Mine isn't in warranty and they accepted it. It doesn't need to be if its under the serial number. If you're having the problem, its likely to be covered, so don't worry and just go. I went and they've done it already!

 

[doctor-don]

The iPhone 6s has issues? Crazy, all the people here that were upset with the iPhone 7 said the 6s had no issues and was the perfect iPhone.

Apple has determined that a very small number of iPhone 6s devices may unexpectedly shut down. This is not a safety issue and only affects devices within a limited serial number range that were manufactured between September and October 2015.
[doublepost=1479767454][/doublepost]

Yes, mine is in QH range with same issues. Was very frustrating, you need the phone during long walks, it shuts down at 40% how to find your way back? And the Apple Watch is not helping in this case as well, no more updates... (series 0). Guess we are too dependent on electronic devices nowadays..

Michiel

Leave some bread crumbs … or carry a paper map with you.

 

[ajlei]

Adding my experience... been having intermittent battery issues for quite some time now. It would randomly shut off anywhere up to 40% battery. Plug it in, still at the same percentage. Battery drains extremely quickly at times, other times not at all. I went on chat this morning after seeing the repair program in the news, and the CSR told me my serial number was eligible and made me a Genius Bar appointment. Upon going into the store, I was moved between three different people who I had to tell the same story to. The final guy I was sent to went through the whole battery diagnostics, then proceeded to tell me that my battery wasn't eligible. I told him I had heard otherwise from the chat representative, and he suddenly "remembered" that the repair program was announced internally that morning. Seemed like a total waste of time considering the Genius Bar appointment had the repair program in the notes, and the fact that I had to explain why I was there to multiple people. At any rate, once he remembered that this program was happening, and that that was the sole reason I was there, he got it squared away. Glad to see that Apple is recognizing that this is an issue.

 

[magicman32]

Strange. I have a 6s Plus in that serial number range exhibing the same exact symptoms. But I'm also running the current iOS beta.

 

[pavinder]

Last time I brought my phone to the Apple Store to speak with someone at the "Genius" Bar, they actually got really mad with me when I said it was a battery issue. She started yelling saying that she had worked there for years and this is ALWAYS a software issue. I would LOVE to go in and see that same person and have this on the recall list.

Yep, I had a similar experience, the (obviously inexperienced) staff member kept telling me that the battery was ok "because the diagnostics say there's no problem", and insisted that if I updated to the latest OS then my issue could magically disappear.

 

[frankc92]

Lol. Spoke with two CSRs, both on the phone and online, and they're both hitting me with the 'restore your phone, it's probably software related' ******** without bothering to even check my serial to see if it's covered under the repair program. What gives? I've had similar problems for awhile, through multiple resets and formats both as a new phone and a restoration from previous backup.... Annoyed.

 

[abbymtl]

I signed up for MR JUST to reply to this. This issue has affected me very noticeably for the past 6-8 months, and has started affecting my wife as well about 3 months ago. Today my phone shut down with 23% battery. Charged it. Took it off charger. Died at 21% battery. In the past I've had it shut down with as much as 37%. THIRTY SEVEN PERCENT. I've told Apple in the store before when I was in for other things and they just gave me BS.

So here's why I'm so mad - I'm talking with their chat now, and I gave them my serial etc. They told me I need to take the phones in to a store in person.

Me: (Give serial #'s etc, explain no Apple store near me, etc)
Chat: 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. Lets see if we could find a service facility close by. What is your postal code?
Me: Look - is my serial number affected or not?
Chat: I can definitely provide basic troubleshooting with the battery. A tech will need to inspect the device to confirm it is eligible for the service.

UPDATE: I've been talking to support for literally 80 minutes now, and the ultimate resolution is that 1) they refused repeatedly to tell me if my serials were affected, kept saying only allowed to check in-store (wtf), 2) they ran diagnostics that they said the store will run and it said my phone passed with no unexpected shut downs.

I give this info because: 1) don't even bother talking to them unless you're taking the phone in, and 2) I have had a problem with my phone as described above where it shuts off when claiming FAR higher than 0% battery (up to 37%), and their diagnostics said I'm not affected, so you may be wasting your time going in person

I'm already selling my phone, and this is just yet another data point in figuring out what we do with my wife who has this problem and many more and has become disgusted with Apple

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

I signed up for MR JUST to reply to this. This issue has affected me very noticeably for the past 6-8 months, and has started affecting my wife as well about 3 months ago. Today my phone shut down with 23% battery. Charged it. Took it off charger. Died at 21% battery. In the past I've had it shut down with as much as 37%. THIRTY SEVEN PERCENT. I've told Apple in the store before when I was in for other things and they just gave me BS.

So here's why I'm so mad - I'm talking with their chat now, and I gave them my serial etc. They told me I need to take the phones in to a store in person.

Me: (Give serial #'s etc, explain no Apple store near me, etc)
Chat: 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. Lets see if we could find a service facility close by. What is your postal code?
Me: Look - is my serial number affected or not?
Chat: I can definitely provide basic troubleshooting with the battery. A tech will need to inspect the device to confirm it is eligible for the service.

UPDATE: I've been talking to support for literally 80 minutes now, and the ultimate resolution is that 1) they refused repeatedly to tell me if my serials were affected, kept saying only allowed to check in-store (wtf), 2) they ran diagnostics that they said the store will run and it said my phone passed with no unexpected shut downs.

I give this info because: 1) don't even bother talking to them unless you're taking the phone in, and 2) I have had a problem with my phone as described above where it shuts off when claiming FAR higher than 0% battery (up to 37%), and their diagnostics said I'm not affected, so you may be wasting your time going in person

I'm already selling my phone, and this is just yet another data point in figuring out what we do with my wife who has this problem and many more and has become disgusted with Apple

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

They told you "too many apps"? What the hell - that doesn't even make sense

I had the same issue on my iPhone6, ended up buying the 7 and doing a factory reset on the 6. Gave it to my dad who started with it fresh and it's having the same issues. I've had it close on my anywhere between 25-40%, always had to plug it in to get it to boot up again. My dad took it to the apple store and they wanted $300+ to replace it

Hopefully they start covering the 6 because this has driven me nuts for months.

 

[TheBonk]

Had the battery on my 6S replaced today at the Apple Store. Initially they did a diagnostic and told me there's nothing wrong with the battery and that I should reinstall the OS or I can pay to have them replace the battery. He didn't believe me when I said there's a repair program in effect. I had to show him the press release on Apple's site. I guess they haven't communicated it that well internally.

 

[metsjetsfan]

They have to wipe the whole phone just to replace the battery? Damn :/
[doublepost=1479720324][/doublepost]From neb120 on Reddit:

"Eligible iPhone 6s serial numbers will have these characters in the 4th and 5th position: Q4 Q5 Q6 Q7 Q8 Q9 QC QD QF QG QH"​

Thanks is this confirmed?

 

[scapegoat81]

I signed up for MR JUST to reply to this. This issue has affected me very noticeably for the past 6-8 months, and has started affecting my wife as well about 3 months ago. Today my phone shut down with 23% battery. Charged it. Took it off charger. Died at 21% battery. In the past I've had it shut down with as much as 37%. THIRTY SEVEN PERCENT. I've told Apple in the store before when I was in for other things and they just gave me BS.

So here's why I'm so mad - I'm talking with their chat now, and I gave them my serial etc. They told me I need to take the phones in to a store in person.

Me: (Give serial #'s etc, explain no Apple store near me, etc)
Chat: 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. Lets see if we could find a service facility close by. What is your postal code?
Me: Look - is my serial number affected or not?
Chat: I can definitely provide basic troubleshooting with the battery. A tech will need to inspect the device to confirm it is eligible for the service.

UPDATE: I've been talking to support for literally 80 minutes now, and the ultimate resolution is that 1) they refused repeatedly to tell me if my serials were affected, kept saying only allowed to check in-store (wtf), 2) they ran diagnostics that they said the store will run and it said my phone passed with no unexpected shut downs.

I give this info because: 1) don't even bother talking to them unless you're taking the phone in, and 2) I have had a problem with my phone as described above where it shuts off when claiming FAR higher than 0% battery (up to 37%), and their diagnostics said I'm not affected, so you may be wasting your time going in person

I'm already selling my phone, and this is just yet another data point in figuring out what we do with my wife who has this problem and many more and has become disgusted with Apple

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

Weird. This is what I got during a chat this morning....

 

[Scrib]

My serial is a QC, so I walked down to the local store. Had it replaced over lunch. No questions asked. They of course verified my serial qualified, but I can say if you're a "QC", you're good.

Jury is still out if the battery life is any better. It's been pretty rotten on my 6S under anything iOS 10...

 

[blablabla23]

walked down to the local store. Had it replaced over lunch.

did they replace the device or just the battery? Also, where are you located?

 

[costeta]

My 6s has the exact same issue. Took it to the apple store about a month ago and they did nothing about it, only telling me to reset the device. It was a complete waste of my time.

 

[unr1]

Hey guys, my iPhone 6S did this recently. But it was in cold weather. Once I kept it warm it stopped happening (shutting down suddenly)
I bought it October 2015 I believe.

I plan to take it to the Apple Store for repair soon.

 

[Scrib]

did they replace the device or just the battery? Also, where are you located?

Just the battery. Took about an hour. I went to the Michigan Ave. Store in Chicago.

 

[MPB11]

FWIW, went to the Apple store tonight (montreal, canada). Brought my iPhone 6s, serial is a QF, was told that it wasn't eligible and that in my case, the next update would fix it. Wtf....

 

[ShadowJade]

View attachment 673964 View attachment 673965 View attachment 673967

Weird. This is what I got during a chat this morning....

Interesting...I got the exact opposite. Here is copy paste of my online chat:

Ryan
Thanks for contacting Apple Support. My name is Ryan. Please give me a moment to look over your information.

jadekyle
okay...thanks.

Ryan
Hey Rob! Thanks for contacting Apple today! How is your day going so far?

jadekyle
Not bad for a short work week

Ryan
thats good!

jadekyle
At work, may get briefly distracted if other employee engages me.,

Ryan
Thats fine — I understand

Ryan
how can I help today?

jadekyle
I am trying to avoid a 3rd trip to a Genius Bar appt if you can research if my wifes serial # is in the appropriate range being address by the battery issue.

Ryan
sure, I can definitely try to check into that for you

jadekyle
Reading on macrumors forums, and others have gone the identical route as me in frustration

Ryan
Whats your wife’s serial number?

jadekyle
XXXQCXXXXXXX

Ryan
Can you do me a favor and turn of Find my iPhone or have your wife turn off Find My iPhone on the device?

jadekyle
IT IS NOW OFF

Ryan
ok, let me give it a few moments to adjust

Ryan
thank you

Ryan
ok, the serial number you provided me is eligible for the battery program for the iPhone 6S
[doublepost=1479784945][/doublepost]

My 6s has the exact same issue. Took it to the apple store about a month ago and they did nothing about it, only telling me to reset the device. It was a complete waste of my time.

READ MY POSTS ON PAGES 6AND 7....I went 2 times in the last month...now they have agreed to replace it. Enough people just need to shout loudly in here to expose a national issue, not case-by-case.

 

[flyfish29]

Both my wife's and my 6S shut down anywhere from 30% to 10%. then when plugged in it sometimes restarts and sometimes wakes back up after a while and is working. Weird.