Apple Launches Replacement Program for Smart Battery Cases Designed for iPhone XS, XS Max, and XR

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Original poster
Apr 12, 2001
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Apple today launched a battery case replacement program for Smart Battery Cases designed for the iPhone XS, XS Max, and iPhone XR.

According to Apple, some Smart Battery Cases can experience charging issues, including cases that will not charge or charge intermittently when plugged into power, or cases that will not charge an iPhone or charge it intermittently.


Affected Smart Battery Cases were manufactured between January 2019 and October 2019. Apple says that this is not a safety issue and Apple or an Apple Authorized Service Provider will replace eligible cases for free.

All Smart Battery Cases designed for iPhone XS, XS Max, and XR manufactured between the above dates are eligible for replacement. Apple says that no other iPhone Smart Battery Cases are a part of the program, which means no iPhone 11, 11 Pro, or 11 Pro Max battery cases will be replaced.

Apple says that customers with an impacted Smart Battery Case can find an Apple Authorized Service Provider or make an appointment at an Apple retail location to have their case replaced. Smart Battery Cases will be examined prior to service to verify that they are eligible for the program.

Affected cases will be disposed of in an environmentally friendly way and the program covers Smart Battery Cases for two years after the first retail sale of the unit.

Since the Smart Battery Cases launched in early 2019, there have been complaints over various failures and issues with charging. At one point in mid-2019, the Smart Battery Cases were unavailable for purchase and backordered for over a month, a stock issue that could have been related to ongoing charging problems.

Article Link: Apple Launches Replacement Program for Smart Battery Cases Designed for iPhone XS, XS Max, and XR
 
Last edited:

jazz1

macrumors 68000
Aug 19, 2002
1,842
474
Mid-West USA
So odd question.. How would I look up when mine was manufactured? I can see the serial number on the case, but is there somewhere I can look that up?
I got one as a gift for my spouse who has not fully transitioned from her work phone to the (new to her Xs). So I can’t tell if it is failing. Serial number info. Would be nice. How long will Apple honor the recall?
 

hface119

macrumors member
Oct 24, 2012
67
31
Welcome news. I’ve been searching for months trying to find others with my issue. The case will not charge, SOMETIMES, and the phone charges first to 99% but the case doesn’t. In other situations, the case is listed as the product code in the Notification Center instead of “Smart Battery Case”. And as it’s in my pocket it will vibrate like you’re plugging it in over and over. Then weeks will go by where nothing appears wrong, then it happens again.

i can’t reliably reproduce the issue, hopefully they swap it out anyway. This is an XS Smart Battery case.
 

MrGuder

macrumors 68030
Nov 30, 2012
2,720
1,668
I don’t trust any of these battery cases. I had a mophie battery case on my 6s and it literally depleted and ruined my Original iphone battery. I had to replace it at Apple and I never used one of these battery cases again.
 

jclo

Editor
Staff member
Dec 7, 2012
1,520
2,930
California
So odd question.. How would I look up when mine was manufactured? I can see the serial number on the case, but is there somewhere I can look that up?
Apple support might be able to tell. I think with one of the broken cases, it's pretty apparent when there are issues. Mine just refuses to charge my iPhone sometimes. If issues pop up later, the program runs for two years.
 

SpeMarX

macrumors newbie
Oct 18, 2019
1
1
Edmonton, AB
Huh...upon reading this, I totally have these issues, but didn't think much of it because I only really use that case when I travel...I just assumed it was my fault.
 
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CosmicRichy

macrumors member
Jul 14, 2015
47
27
Australia
Just made my appointment. I stopped using my XR case because it was so unreliable when charging and when using it below 20% my iPhone would continuously make the charging chime noise until the case died. Lucky I kept the packaging and receipt.
 
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dmx

macrumors 6502a
Oct 25, 2008
575
665
My XS MAX case failed. I called support and it was such a terrible experience - I literally spent hours with them on the phone and they made me jump through so many hoops and have a call with their engineering team before they’d be willing to replace it. I didn’t have the time so I just gave up. I was extremely disappointed with the support experience.
 

CosmicRichy

macrumors member
Jul 14, 2015
47
27
Australia
I don’t trust any of these battery cases. I had a mophie battery case on my 6s and it literally depleted and ruined my Original iphone battery. I had to replace it at Apple and I never used one of these battery cases again.
Ironically using the Apple battery cases are the safest option according to articles and videos I watched before buying my XR case. It has something to do with how the case works with iOS and iOS13's optimised battery charging.
 

its93rc

macrumors 6502
Feb 8, 2012
399
274
Austin, Texas
My XS MAX case failed. I called support and it was such a terrible experience - I literally spent hours with them on the phone and they made me jump through so many hoops and have a call with their engineering team before they’d be willing to replace it. I didn’t have the time so I just gave up. I was extremely disappointed with the support experience.
Same here except I didn't call. I needed one badly so I bought an extra one, which died in 2-3 months as well. I remember seeing a thread on here where people were complaining about it.
 
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Böhme417

macrumors 6502a
Mar 11, 2009
558
601
What luck! I was just talking to Apple support on Monday trying to get mine fixed/replaced. I have these exact issues with my XS case but oddly enough, only when the case isn't on my phone. When it's on my phone, it works fine, but if I take it off and try to charge it (wired or wirelessly), it will charge for about five seconds and stop. They wouldn't do anything for me over the phone and suggested I make an appointment at a store to have them check it. Looks like I'll be getting a new one...
 
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Glockworkorange

macrumors 68020
Feb 10, 2015
2,378
3,857
Chicago, Illinois
Ironically using the Apple battery cases are the safest option according to articles and videos I watched before buying my XR case. It has something to do with how the case works with iOS and iOS13's optimised battery charging.
“It has something to do with how the case works with iOS”

That’s the “smart” part.

I have one for my XS Max but would prefer it to be dumb—the case charges the phone immediately, while I’d rather use it to charge the phone at the end of the day if it needs it.
 

coachgq

macrumors regular
Jun 16, 2009
138
129
I don’t understand how y’all didn’t just take it to an Apple store for a swap. Took me all of about 15 minutes.
 
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gsmornot

macrumors 68040
Sep 29, 2014
3,144
2,596
I had one of these with no issues and have one for my 11 Pro Max but have not used it yet because the battery life has been so good. I wish I had not spent the money but too late for that now.
 

coachgq

macrumors regular
Jun 16, 2009
138
129
“It has something to do with how the case works with iOS”

That’s the “smart” part.

I have one for my XS Max but would prefer it to be dumb—the case charges the phone immediately, while I’d rather use it to charge the phone at the end of the day if it needs it.
It keeps your phone charged all day theoretically allowing your phone to have power at the end of the day like you’re hoping for.
 

emdub

macrumors newbie
Mar 23, 2005
27
49
Sintra, Portugal
I've always had issues with mine and never had any acknowledgement from apple support which I contacted twice. I just worked around the limitations. Nice to see them admit a problem and do something about it. I'll be looking into replacing mine now.
 
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mjcxp

macrumors regular
Jul 12, 2008
211
57
My iPhone XS Max Smart Battery Case quit working in May last year. I contacted Apple and it took several phone calls to get someone to help. When I finally found someone that could help the case was backordered with a shipment date weeks out. I kept calling every few weeks but the shipment date kept getting pushed back. Eventually the senior advisor let me pick out anything in the Apple Store for under $300. I ended up getting a free HomePod and the case ended up shipping the next week. Good luck getting that type of support from any other company.
 

stumpapi

macrumors member
Aug 1, 2010
37
42
Maine



Apple today launched a battery case replacement program for Smart Battery Cases designed for the iPhone XS, XS Max, and iPhone XR.

According to Apple, some Smart Battery Cases can experience charging issues, including cases that will not charge or charge intermittently when plugged into power, or cases that will not charge an iPhone or charge it intermittently.


Affected Smart Battery Cases were manufactured between January 2019 and October 2019. Apple says that this is not a safety issue and Apple or an Apple Authorized Service Provider will replace eligible cases for free.

All Smart Battery Cases designed for iPhone XS, XS Max, and XR manufactured between the above dates are eligible for replacement. Apple says that no other iPhone Smart Battery Cases are a part of the program, which means no iPhone 11, 11 Pro, or 11 Pro Max battery cases will be replaced.

Apple says that customers with an impacted Smart Battery Case can find an Apple Authorized Service Provider or make an appointment at an Apple retail location to have their case replaced. Smart Battery Cases will be examined prior to service to verify that they are eligible for the program.

Affected cases will be disposed of in an environmentally friendly way and the program covers Smart Battery Cases for two years after the first retail sale of the unit.

Since the Smart Battery Cases launched in early 2019, there have been complaints over various failures and issues with charging. At one point in mid-2019, the Smart Battery Cases were unavailable for purchase and backordered for over a month, a stock issue that could have been related to ongoing charging problems.

Article Link: Apple Launches Replacement Program for Smart Battery Cases Designed for iPhone XS, XS Max, and XR
Another useless replacement program that is another slap in the face to the consumer. Just got off the phone with Apple. The defective case must be taken to an Apple Store. I bought mine online since the nearest store is 300 miles away. It would cost more to drive there than the case is worth. Guess I will have to to deal with another Apple fail.
 

igneousc

macrumors regular
May 13, 2011
166
186
my gf has been having this issue but uses her case with her iPhone X, not the Xs, any chance they'll give her crap about that instead of just replacing it?